V2 Rubric Detail — 6f994510-7403-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 21:42
Duration
75m 20s
Contact
702-557-9633
Issue Type
Port Forwarding
V2 Outcome
Partial Resolution
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 (18 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency1.00/5
Overall3.1/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication1.25/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall37.4% (-24.6)

V2 Grader Summary

Agent correctly identified the RV325 as a Cisco device and provided the appropriate external referral, satisfying R3 and T3. However, no troubleshooting, empathy, ownership, or effective communication was demonstrated, and the customer was left to handle all next steps independently. While technically accurate, the interaction lacked meaningful support progression or customer care, resulting in a partial resolution.

V1 Case Analysis

Customer requested port-forwarding assistance for a Cisco RV 325 router. Agent confirmed the device is outside Linksys support scope and provided the Cisco Small Business support hotline: 1-866-553-2447.

Troubleshooting Steps
  • Identified the router as a Cisco RV 325
  • Explained Linksys does not support Cisco devices
  • Provided Cisco support phone number
Key Observations
  • Over 70 minutes of off-topic audio and silence before the agent joined the call (00:00–72:00), indicating severe inefficiency in call routing or handling.
  • Agent introduced themselves as 'Paul from Lingsys technical support' [72:00] and later 'Linux Technical Support' [75:00], using incorrect brand names.
  • Agent did not acknowledge the customer's frustration about waiting over an hour [72:00].
  • No attempt to collect customer details, case number, or serial number, though not strictly required for out-of-scope referral.
Positive Highlights
  • Correctly identified that the Cisco RV 325 is outside Linksys support scope.
  • Provided accurate and specific Cisco Small Business support contact number (1-866-553-2447).
  • Clearly explained the historical relationship between Linksys and Cisco to justify the referral.
Agent Errors / Gaps
  • Severe inefficiency — over 70 minutes of off-topic audio and silence before agent engagement [00:00–72:00].
  • Incorrect brand name usage — 'Lingsys' and 'Linux Technical Support' instead of 'Linksys' [72:00, 75:00].
  • Failure to acknowledge customer frustration or provide empathy after customer stated they had been on hold for over an hour [72:00].
  • No case documentation attempt — missed opportunity to record customer details or case number.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent provided Cisco support number but did not confirm resolution or ensure customer could act on referral.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting performed; agent immediately stated device is Cisco and out of scope.
R3 Met Correct resolution path conf 95%
Agent correctly identified RV325 as Cisco device and provided appropriate referral, matching out-of-scope product handling.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked about symptoms, model, or ISP; agent relied solely on customer's verbal identification.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (e.g., product lookup, web interface); agent relied solely on verbal assertion without verification.
T3 Met No misinformation conf 95%
Agent correctly stated Linksys no longer supports Cisco RV series and referred to Cisco support, consistent with KB.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences at start; agent failed to frame interaction, manage transitions, or maintain control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and gave phone number but did not check understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent immediately transferred responsibility to Cisco without taking ownership or attempting any support.
O2 Partially Met Proactive follow-through conf 80%
Agent provided Cisco number but did not set expectations for what customer should say or expect during that call.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to maintain or handoff context needed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Decision not to escalate within Linksys was correct — device is out of scope and no internal escalation path applies.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to another Linksys team occurred or was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy or acknowledgment of customer's hour-long wait or frustration; interaction remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent maintained flat, transactional tone despite customer's disorientation and emotional state, offering no engagement or pacing adjustment.
X3 Not Met Overall experience conf 90%
Customer forced to contact different vendor, adding effort; agent performed no actions on their behalf to reduce friction.
Call Transcript9 turns · 20 lines
Speaker 2
Welcome to Linksys 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 1. Now, for out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device 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.
00:00
Speaker 1
Can you say that again, please? Do you want that camera adjusted? Do you want that camera adjusted? What? Do you want that camera adjusted? The ones that's out front on the right side? Yeah, is it out front? Yes, where do you want it adjusted? Uh... SS 1 NBR 3. that one there. OK. Hello. [silence] Hey, thanks. Hey, hey, hey. that you can open. Yeah, we worked out on Friday. but it is a all three and and this. please hold. [silence] [silence] [silence] [silence] [silence] [silence] [silence] are you you [silence] [silence] [silence] are you found one? Why? [silence] Hi. [silence] Uh-huh? What's your name, who are you? [silence] Well I'm looking that way which way yeah yeah I'm looking I am yeah but I get cut off by the corner I get cut off by the corner yeah yes it's just it's just too many how much of that do you think you could stuff in that cabinet now? [silence] So you tell me what you need to see that that branch isn't. who's all right who's alright you guys you guys all right and oh I see now I'm hungry hungry you're hungry man you got a lot to eat okay all right My thing, my door was open. I let it open. Huh. All right. I wouldn't doubt it. Yes. Hello, uh, boy, I wish you answered earlier. I've been on the on the phone for over an hour. Um, I, I left, I left the office already. I got a RV 325. We got like, we got like five or six of them. And I forgot how to do port forwarding.
05:00
Speaker 2
Thank you for calling Lingsys technical support my name is Paul. I'm going to help you today. Let's say this is Paul from Lingsys. I've seen a Certified theme. How may I help you? I do the martial arts.
72:00
Speaker 1
I was sitting on it and I was wondering if I could get you guys to help me do a forward report. [silence] what who just supported me? I had to call Cisco, okay? Okay do you do you have a phone?
73:00
Speaker 2
Oh, okay, because for port forwarding, sir, you need to access the web interface on the router for that and do that, yeah, configuration. And unfortunately, sir, this RV, 325, sorry, is, yeah, belongs to Cisco device. So, unfortunately, Linksys is not part of Cisco anymore. So, yeah, we don't support this type of device anymore. Yeah, to assist you with your concern, yeah, I would suggest that you call Cisco. Yeah, it's Cisco. Cisco. Yes, yes, sir. Because we have, before Linksys is still part of Cisco, however, times gone by. We are not, like, connected with Cisco anymore. So, yeah, you have to contact Cisco.
73:00
Speaker 1
Do you have a phone number for them? You can give me. Yeah. Okay. Yeah, I'm ready. 800, five, five, three, two, four, four, seven.
74:00
Speaker 2
let me just double check so i can find one okay cisco smp just do you have a specific contact number because this belongs to the what we call small business devices so let me just double check this one sir by the way sir are you from us okay so this is their direct hotline sir for SMP devices yeah this is the Cisco hotline please write this down okay let me know if you're ready okay so it's 1-866 5532447
74:00
Speaker 1
okay alright thank you okay thank you bye okay bye bye
75:00
Speaker 2
Yes, sir. That's correct. Okay. So, yeah, just tell them you're having issue with this router, and yeah, it should be fine. Okay. You're welcome, sir. And once again, my name is Paul from Linux Technical Support. Have a great day. Bye. Bye.
75:00