V2 Rubric Detail — 51e5d570-6912-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:31
Duration
5m 49s
Contact
No name
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00133521
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected Call
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall14.8% (-21.2)

V2 Grader Summary

The agent failed to resolve or meaningfully advance the smart bulb scheduling issue. While there was a minor attempt to gather device information, the agent did not recognize the out-of-scope nature of the product, failed to offer best-effort guidance per policy, and allowed the call to end without resolution, escalation, or next steps. Minimal communication adjustments and lack of ownership resulted in an Unresolved outcome.

V1 Case Analysis

Customer inquired about scheduling third-party smart light bulbs. Agent did not identify product incompatibility or provide redirection. Call ended without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to verify that smart light bulbs are not a Linksys product despite clear customer confusion.
  • Continued to request model and serial number for a non-Linksys device, indicating lack of product scope awareness.
  • No redirection to the correct vendor, self-help resources, or acknowledgment of the misunderstanding was provided.
  • Call ended abruptly without operational closure or next steps.
Positive Highlights
  • Agent remained polite and used the customer's name (Abby) during the call.
  • No technical inaccuracies were presented, as no troubleshooting advice was given.
Agent Errors / Gaps
  • Did not recognize that smart light bulbs are not a Linksys product despite customer clarification.
  • Asked for model and serial number of a non-Linksys device, demonstrating poor product scope validation.
  • Failed to redirect the customer to the appropriate vendor or suggest self-help resources (e.g., manufacturer app/settings).
  • Allowed the call to end without achieving operational closure or providing a concrete next step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was provided; the issue with smart bulb scheduling was not addressed or resolved before the call ended.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only for model/serial number and did not perform any troubleshooting steps relevant to the smart bulb timing issue.
R3 Partially Met Correct resolution path conf 93%
The agent correctly attempted to identify the device by requesting model/serial number, but failed to recognize that smart bulbs are third-party devices and should have clarified scope early, offering best-effort guidance per adjacent_smart_home_iot.md.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify the symptom (unwanted scheduled on/off) nor ask diagnostic questions about app settings, firmware, or automation rules.
T2 Not Met Appropriate tools / resources used conf 95%
No tools or KB resources were used; agent did not reference adjacent_smart_home_iot.md or attempt to guide customer through app-based setup despite clear need.
T3 Not Met No misinformation conf 97%
No technically accurate information was provided about smart bulb setup, scheduling, or compatible apps.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent introduced themselves ('this is Abby') and acknowledged the customer, but provided no clear agenda, structure, or call control beyond asking for model number.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language but did not adapt to customer's confusion or verify understanding; repeated requests for model number despite customer indicating it was a Linksys-branded bulb.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; after minimal effort, allowed call to end without resolution or transfer.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up were established before the call concluded.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent neither escalated nor made a documented decision not to escalate despite a clear out-of-scope product inquiry requiring clarification or redirection.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted due to misidentification of product scope.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent was polite but showed no empathy for customer's frustration or confusion; no acknowledgment of repeated attempts or effort.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a neutral tone but did not adjust pace or style to match customer’s repetitive, uncertain speech; missed opportunity to simplify and confirm.
X3 Not Met Overall experience conf 95%
Customer was asked multiple times for model/serial information despite clearly stating the product type ('link smart light bulbs'), increasing effort unnecessarily.
Call Transcript5 turns · 6 lines
Speaker 2
Welcome to Links, your support to ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance. Press one now for out of warranty products. Please have your device's serial number and contact information ready. If unavailable, kindly call back later for out of warranty product paid support option may be available depending on the issue. Music Thank you.
00:00
Speaker 1
[silence] [silence] I need to go home. City should be a [silence] [silence] Yes, I need help with technical support. I have a smart light bulbs, but I need, uh, to know how to set it up where they it turns on in a certain time, because I'm I'm having issues where it turns on by itself on a certain time that I don't want it to be on. [silence] It was the smart light bulbs. I'm trying to figure out how to turn the light bulbs on at a certain time. I don't like that the way they're turning on, so can you help me fix so where they turn on on a different time? Yes, yes, they're from your company. [silence] Yes.
03:00
Speaker 2
Thank you for calling linksys, this is Abby, how can I help you? [silence] I'm sorry, uh what what what was that device or? uh sir this is actually linksys. Is that from linksys? [silence] Linksys, right? L-I-N-K-S-Y-S.
04:00
Speaker 1
[silence] Yeah Yeah Yeah Yeah Yeah, Yeah, they're from your company. Yep. [silence] Uh I, okay, well, I'll tell you the model, the, the model type. Hold on one second. Hold on one second. Yep, it's the smart ligh, light, light, yep. Hold on one second. Uh, well, there is the smart ligth, light? No, I have link smart light bulbs. I have link smart light bulbs. [silence] Okay, wrong company. Okay, thank you, bye.
05:00
Speaker 2
Can I have the model number and the serial number of the device?
05:00