V2 Rubric Detail — 6305963a-6136-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 23:29
Duration
15m 45s
Contact
Jim Edwards
Issue Type
Escalation Request
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Albert Dominic Roa
HappyFox Case
#TE00132422
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial set up

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall69.4% (-10.6)

V2 Grader Summary

The agent demonstrated strong ownership, empathy, and effective escalation handling by referencing the existing ticket and setting clear expectations. However, no troubleshooting was performed, and the resolution path was not validated through diagnostic steps, resulting in Partially Met ratings for R1 and R3. The escalation was appropriate given the context of a previously unresolved case and customer frustration, making this a valid Appropriate Escalation outcome.

V1 Case Analysis

Customer Jim Edwards requested callback for ticket TE00132422; agent escalated to Level 2 and confirmed callback within 2-3 hours to phone 314-602-9321.

Troubleshooting Steps

None recorded.

Key Observations
  • Long periods of silence at the beginning of the call.
  • Agent maintained empathy and clear communication throughout.
  • Phone number confirmation was slightly ambiguous but ultimately clarified.
Positive Highlights
  • Accurately captured and verified ticket number.
  • Confirmed customer contact details for callback.
  • Provided a clear and specific timeframe for the callback.
  • Maintained a polite and empathetic tone despite customer frustration.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Escalation was initiated, but no resolution or technical outcome was achieved during the interaction.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed; agent skipped directly to escalation without diagnostic questions or basic triage.
R3 Partially Met Correct resolution path conf 93%
Escalation was appropriate given prior L2 contact, but agent did not verify product status, issue type, or attempt any troubleshooting to determine correct path.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms, ask diagnostic questions, or attempt to determine root cause; interaction skipped straight to escalation.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (e.g., remote access, logs, dashboards) were used or required, as no troubleshooting occurred.
T3 Met No misinformation conf 94%
Agent correctly stated support is closed on weekends and provided accurate callback expectations consistent with KB.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, set expectations for callback timing, and managed transition to escalation clearly.
C2 Met Confirmed understanding conf 92%
Agent used plain language, confirmed phone number, and adapted tone to customer’s frustration without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took ownership by personally escalating the case and not transferring the customer prematurely.
O2 Met Proactive follow-through conf 95%
Agent provided a clear next step (callback from L2) and a realistic timeline (within 2–3 hours).
O3 Met Closure confirmation conf 94%
Agent referenced existing ticket number and prior L2 handling, avoiding redundant information requests.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation was justified due to unresolved prior case and customer frustration, aligning with angry customer protocol.
E2 Met Escalation prep & handoff conf 94%
Agent confirmed escalation path, captured correct callback number, and informed customer of expected action.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent acknowledged frustration with 'I really do understand, sorry for the inconvenience,' showing empathy.
X2 Met Tone & rapport conf 93%
Agent adjusted to customer’s emotional state, maintained engagement, and clarified key details like phone number.
X3 Met Overall experience conf 94%
Agent used existing ticket number and did not require repetition of case history, reducing customer effort.
Call Transcript11 turns · 13 lines
Speaker 2
Welcome to LinkSys support to assure quality service. Your call may be monitored. Please remain on the line for assistance.[silence]
00:00
Speaker 1
Yep. To what? Do you want them to? No, I don't. Well, you need to get him a good night's sleep, buddy. You've been saying you're so wiped out. Are they on the line? Uh, yeah. it's online well I'm trying to fix the internet again um nice to go to I'll be laughing like a fish okay let me let me think about I'm on a call right now but yeah I will tell them that you have to get back to him [silence] I Uh yes Halbert um you guys I have an open ticket number that you'd called me back on and I wasn't able to get it so I'm returning your call. sure Tell me when you're ready.
02:00
Speaker 2
Hy Oh Hy, thank you for calling Lynx's customer support. This is Albert. How may I help you? okay sir can you please help me with a ticket number? Uh let me um, let me pull up your record. Uh go ahead sir please.
11:00
Speaker 1
T E 0 0 1 3 2 4 2 2. Yes, you are.
12:00
Speaker 2
Okay. All done. I'll let me pull up the record. Okay. Um, yeah, um. How am I speaking with Jim Edwards? Okay. Thank you, Jim. Um, sir, uh, yeah, actually, you're
12:00
Speaker 1
Right. That's why I'm returning the call. Yeah. Yeah, that's it. So yeah, I'm returning the call. Cool.
13:00
Speaker 2
your ticket has already been handled by the level two and um he actually tried to process a call back um but um he was routed to VM I think. Um okay Um Jim by the way sir yeah exactly. Um yeah yeah Jim. Um yeah by the way sir actually uh due to the volume of calls of the level two okay uh um that is why you've been routed to customer service department okay. Um but if you may um Jim are you still going to be available within um two to maximum of three hours sir okay and we were going to to um escalate your case to the um level two so that they can process a call back um thank you so much sir have a nice day.
13:00
Speaker 1
they do you work well do they work tomorrow and Saturday okay it's not I know it to your company this is a really bad system you want me to wait around on Friday night for three hours I mean I know it's not on your fault but it's very frustrating so
14:00
Speaker 2
Are you okay with that, sir? Um, so, uh, actually Saturday we're, uh, we're closed here, okay? Weekend. Uh, but within today, sir, uh, within two to three hours, okay, maximum. Uh, once there's already, uh, there's already available, um, um, level two, uh, representative, then they will, uh, go and, uh, process the call back for you. Um... Um... I really do understand, sir. Sorry for the inconvenience. Um... Okay, let me, um... Uh, let me escalate this one, okay? And, um... Have it, uh, prioritized, okay? So that, uh, maybe in less than an hour, if someone is available, then, uh, they can...
14:00
Speaker 1
I appreciate it, yeah, thank you. So someone will call me at this number. Somebody will call me at this number. Yes, yes it is. It's nice to meet you. Correct. Okay. All right, thank you.
15:00
Speaker 2
under this number, okay. Is this the N 321 number or a different number? OK. 314-602-9, 3, 2, 1, right? OK, sir. All right. Um, yeah. Um, escalating the OK, there you go. So, uh, Jim, okay, I can expect a call back, okay? Uh, from our level two team. All right. OK, sir. Yeah. Thank you for reaching out, Linksys.
15:00