V2 Rubric Detail — 69fa54ce-643f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:11
Duration
8m 37s
Contact
406-698-9132
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ 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
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall8.1% (-25.9)

V2 Grader Summary

The agent failed to identify the customer's actual device, provided factually incorrect technical information, and offered no resolution path. While minor empathy was shown, the interaction lacked control, ownership, and effective troubleshooting. The call ended without any actionable next steps, resulting in a fully unresolved case.

V1 Case Analysis

Customer asked where to find the serial number on an Asus AX5400 router box; agent assumed it was a Linksys product and gave incorrect guidance. No resolution or next steps provided.

Troubleshooting Steps
  • Asked customer to locate serial number on box
  • Suggested looking under sticker above barcode (incorrect for Asus)
  • Recommended using magnifier or taking a photo
  • Attempted to search online for Asus support
Key Observations
  • Agent incorrectly assumed the router was a Linksys product despite the customer stating 'Asus AX5400' at [01:00].
  • Provided incorrect guidance on serial number location based on Linksys labeling conventions (above barcode), which do not apply to Asus routers.
  • Failed to pivot to accurate guidance after realizing the brand mismatch at [06:00].
  • No case was created or referenced, and no warranty or product verification was attempted.
  • Agent acknowledged customer difficulty reading small print and showed empathy, improving communication tone.
  • Attempted to search online for Asus support but did not provide concrete next steps.
Positive Highlights
  • Agent acknowledged the customer's difficulty reading small print and expressed empathy: 'Indeed, it's really small. We already requested to have it like printed in large' (transcript [03:00]).
  • Maintained a polite and supportive tone throughout the interaction.
  • Attempted to assist by searching online for Asus support information (transcript [07:00]), showing willingness to help despite scope limitations.
Agent Errors / Gaps
  • Failed to verify the correct product brand before providing instructions, despite the customer clearly stating 'Asus AX5400' at [01:00].
  • Provided incorrect location guidance for the serial number based on Linksys conventions, which is not applicable to Asus routers.
  • Did not follow protocol by creating or citing a HappyFox case, nor collecting contact details for follow-up.
  • Did not offer actionable next steps such as checking the Asus manual, visiting the Asus support website, or contacting Asus directly.
  • Ended the call without confirming resolution or setting a clear follow-up path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never obtained correct device information or resolved the issue; call ended without any resolution path.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps taken; agent did not guide customer to correct device or label.
R3 Not Met Correct resolution path conf 96%
Agent failed to identify the actual product (Linksys vs Asus) and thus could not determine correct support path.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent incorrectly stated the serial number format and confused MAC address with serial number, showing flawed diagnostic logic.
T2 Not Met Appropriate tools / resources used conf 95%
Agent attempted an ineffective online search without accessing internal systems or KB; no proper tool use.
T3 Not Met No misinformation conf 97%
Agent said 'We don't have this kind of serial number' when referring to a standard alphanumeric format, which is factually wrong.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure; agent repeatedly asked for repetition and failed to maintain control or set expectations.
C2 Partially Met Confirmed understanding conf 85%
Agent acknowledged customer's difficulty reading the label and expressed empathy, but used unclear technical references.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; handed issue back to customer after confusion without follow-through.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up commitment provided; call ended abruptly.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the unresolved identification phase.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'We all make mistakes sometimes' and acknowledged customer's frustration, showing basic empathy.
X2 Partially Met Tone & rapport conf 82%
Agent adjusted slightly by validating customer's effort ('Indeed, it's really small'), but did not fully adapt communication style.
X3 Not Met Overall experience conf 95%
Customer had to repeatedly attempt reading tiny text; agent offered no alternative method or reduced effort.
Call Transcript16 turns · 17 lines
Speaker 1
[silence] Yes ma'am um I'm calling about my router. I guess I might be having an issue with
00:00
Speaker 2
Present. Lindsay's 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.Lengis.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on the issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available. Hello, [silence]. calling Links on this, May. How can I help?
00:00
Speaker 1
it is ... it's an a Asus AX 5400. well I'm looking at the box where do I find the serial number I'm sorry what I'm not seeing anything like that on the box got the box right here in front of me
01:00
Speaker 2
Mm-hm. Okay. What router is that? What's the model number? What's the model number? But how about the serial number? [silence] It's on the stick, um, that's gonna be above the barcode. There for the serial number, above the barcode. SN If you have the actual box, it's underneath it.
01:00
Speaker 1
It's under watch. Underneath the watch. Oh, okay. Wow, that's like small tongue. I can hardly see that. I don't have a smartphone. You want the serial number, correct? I'm asking you that if you what is the serial number. Are you asking me for the serial number?
02:00
Speaker 2
There's a sticker underneath your links this router. the actual router. Uh-huh. um can you can you take a picture and have it zoom in if possible? we don't have it here. Uh you just purchased that one Pardon. Say that one more time. Yes.
02:00
Speaker 1
Okay. Uh, just a moment. Hey, Kandra, come here. I need you. I'm sorry. I'm, I'm half blind. I can't see it, so I got to get her out to read it, cause it's just so small. It's not even showing up in my magnifying glass. Yeah.
03:00
Speaker 2
I see. They put it there. Okay. Okay. Indeed, it's really small. We already requested to have it like printed in large, because some... majority of our customers are really having hard time reading it since it's too small.
03:00
Speaker 1
I could see the S and I'm sure that means serial number. Hang on one second. Here. I serve. I need you. I have these people on the phone. I need a serial number off there. Okay, here's the magnifier. Just say S and then some numbers. S and S 8. S 8. You said loud and clear.
04:00
Speaker 2
Pardon. Start over, please. Is that for N I got a combination of numbers and letters and huh?
04:00
Speaker 1
Nine C F G. Hmm. Well, which one of them being, I don't. It says SN. That's the serial number. Okay. That's what I what I gave her. She said it's not it, so I don't. Thank you. No, watch that. It's the white sticker that's on the box. Oh, no, I'm sorry. I got the wrong. They gave me the wrong number. It's an Asus.
06:00
Speaker 2
I believe that's the Mac address. We don't have this kind of serial number. Is she looking at the Linksys router? Maybe it's a wrong box. The white tower or Which has a Linksys logo on top, right? I mean, that's the Linksys router. It's okay. Ah, Okay.
06:00
Speaker 1
Damn it. Do you happen to have a phone number for him? Oh my god. I can't believe I didn't catch that. That is my fault. I am such a dummy sometimes.
07:00
Speaker 2
That's why, okay. Jeez, I can't see it's here in our system. But thank you so much for calling. Mhm. Oh, yeah. You have ACES, or for them. I don't have, unfortunately, but I can search it online. One second. It's okay. We all make mistake sometimes. Um, I tried to search it here online but I cannot seems to find their exact account number.
07:00
Speaker 1
I'll look. Yeah, they don't put numbers on these. But I'll look through the paperwork. All right. Thank you.
08:00
Speaker 2
There's no phone number that is on the box, or probably it's one of the papers included on the package. Just for you to make sure that you can call the right number. I see. You're welcome. Bye bye.
08:00