V2 Rubric Detail — 53203414-7667-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 22:42
Duration
20m 24s
Contact
Renee Estrada
Issue Type
Feature Question
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#TE00135715
Support Country
United States
Product Family
ADAPTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Asking for drivers for WUSB6100M
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall25.6% (-4.4)

V2 Grader Summary

The agent collected the necessary device details and explained that the USB adapter only supports Windows 10, but never delivered a driver or a concrete next step. No escalation was made despite the inability to locate a driver, and the call ended with an incorrect website reference, resulting in an ownership gap.

V1 Case Analysis

Customer requested driver for legacy WUSB6100 USB Wi-Fi adapter. Agent incorrectly claimed driver is unavailable, provided wrong URL (support.LeonSys.com), and closed call without resolution.

Troubleshooting Steps
  • Collected model number (WUSB6100)
  • Collected serial number (1Y10T68605353C)
  • Confirmed operating system (Windows 11)
  • Searched internal database for driver
  • Provided incorrect support URL
Key Observations
  • Agent provided hallucinated URL 'support.LeonSys.com' at [20:00], which is a known ASR hallucination pattern for 'support.linksys.com'.
  • Agent incorrectly claimed the driver is no longer available despite the KB listing a Windows 10 driver for WUSB6100M.
  • No driver download link was provided; customer was left without a solution.
  • Call ended abruptly without confirming resolution or offering next steps.
Positive Highlights
  • Collected complete customer information including name (Shada), email, serial number (1Y10T68605353C), and operating system (Windows 11).
  • Correctly noted potential compatibility issues between the legacy driver and Windows 11.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Provided hallucinated and incorrect support website URL (support.LeonSys.com).
  • Falsely claimed the driver is no longer available on the website when the KB explicitly lists a driver for WUSB6100M.
  • Failed to provide the correct driver download link despite it being publicly available in the KB.
  • Did not verify resolution with the customer before ending the call.
  • Did not offer any self-help path, follow-up, or escalation after failing to deliver the driver.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never provided the driver or a definitive solution; call ended with generic website reference.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent collected model, serial, OS and said they would check the internal database, but no result was delivered.
R3 Met Correct resolution path conf 92%
Agent identified the device as legacy, explained Windows‑10 only support, and attempted a best‑effort lookup.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent asked for model number, serial number, OS, and provider, then identified likely cause (no driver for Windows 11).
T2 Met Appropriate tools / resources used conf 80%
Agent stated they would check the internal driver database – an appropriate tool for a driver‑lookup request.
T3 Not Met No misinformation conf 97%
Agent provided incorrect URL: 'support.LeonSys.com' instead of 'support.linksys.com'. Additionally, the agent failed to provide the actual driver link available in the KB for WUSB6100M (Windows 10).
Communication
C1 Not Met Clear & professional language conf 85%
Multiple redundant greetings, unclear hold procedure, and abrupt ending without summarizing next steps.
C2 Not Met Confirmed understanding conf 82%
Agent did not tailor language, gave a wrong URL, and failed to confirm the customer’s understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 88%
Agent did not follow through to deliver the driver nor arrange a callback; ownership was abandoned.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow‑up commitment was communicated.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 78%
Agent did not escalate despite being unable to locate a driver for a legacy device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy statements; agent treated the request as a script without acknowledging the customer’s frustration.
X2 Not Met Tone & rapport conf 88%
Agent maintained a generic tone, did not adjust pace or language, and gave incorrect information (wrong URL).
X3 Not Met Overall experience conf 92%
Customer had to repeat information; agent did not reduce effort or provide a streamlined solution.
Call Transcript11 turns · 13 lines
Speaker 2
welcome to Lynchsys support, to ensure quality service, your call may be monitored. [silence] for in warranty products, our support team is available to help with performance and hardware issues. [silence] register your product by visiting register.withsys.com. [silence] please have your device serial number ready. [silence] for assistance, press 1 now. [silence] for out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence] for out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
This message has been transcribed. One moment while I notify the caller. Hello? Hi. Hi, I just, I'm, had an issue. We have an old link state, it's a legacy item. And I was just hoping to see if I can get the software for it. It's not on your website. It's for a USB adapter. It's a little.
10:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Hello? Hello? This is Epi from Linksys. How can I help you? Linksys. Hello? Yes, hello ma'am. This is Epi from Linksys. Thank you for calling Linksys. This is Epi. How can I help you? Okay, so you need a firmware for the router?
10:00
Speaker 1
like a little USB Wi-Fi extender sure the model number is wUSB6100 and 18760 5353 C for sorry C for cat correct um we've actually had it in a closet for I don't know how many years and we're just [silence]
11:00
Speaker 2
Okay, I see. Can I have the model number and the serial number, ma'am? And the serial number Okay, so it's one one eight Y for Yankee, Y10T six eight six, oh K for cat, six eight six zero five three, five three. Right, okay. How long have you been using this device, ma'm?
11:00
Speaker 1
trying to see if it or even mhm maybe like six mhm sure Renee Estrada. mhm yes Estrada. mhm sure it's m.f.r.e.n.e.e. a schools schools schools school dot com.
12:00
Speaker 2
Okay, do you have like an estimate? Uh, just like how many years you have it? Six years. Okay. All right, let me just create a record. Can I have your name? R E N E. [silence] Shada. Oh, it's Shada. Okay. And can I also have your email address, ma'am? [KEEP_UNCERTAIN] Okay, so that's miss.chunny@oaschools.org. Okay. And ma'am, who is your internet provider? Spectrum. Now, let me just check first if we have an available drivers for this device, ma'am, okay? And what's the operating system of your computer? [silence].
12:00
Speaker 1
Windows 11. Sure.
14:00
Speaker 2
computer Windows 11 okay. Ma'am, just to set your expectation. This may or may not work with Windows 11 okay? Cuz the uh the specification shows that uh this wireless adapter supports Windows 10 up to Windows 10. So it may or may not work with Windows 11, okay? So I may need to put you on hold for about three to four minutes. I'm gonna look for drivers for this one ma'am um on our end. So yeah. It's uh not available anymore on our website. So let me just check if we can uh see that from our database, okay? All right, just hold on please.
14:00
Speaker 1
[silence]## Okay. 好.好. Bye. Bye. Bye. okay, sounds good. No, that was all. One more, one more. Okay, sounds good. No, that was all. But
19:00
Speaker 2
[silence] thank you so much for your time. Mrs. Strodder. Would there be anything else, ma'am? Okay then. Well, for more information, just please visit our site: support.LeonSys.com. This is Abby from Linksys. Thank you for calling. You do have a great night. Take care, ma'am.
20:00