V2 Rubric Detail — 79c65f70-8149-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 19:06
Duration
7m 38s
Contact
801-594-2190
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#GI00137522
Support Country
United States
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Looking to buy SE3024

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall56.2% (+0.2)

V2 Grader Summary

The agent correctly identified the SE-3024 as an unmanaged switch and accurately explained it cannot be factory reset, fulfilling part of the customer's request. However, they failed to address the request for a formal letter of volatility or provide next steps, resulting in a partial resolution. No critical failures (abandonment, discourtesy, etc.) occurred, and technical accuracy was maintained per KB.

V1 Case Analysis

Customer requested a volatility letter for SE3024 unmanaged switch; agent confirmed unmanaged switches cannot be reset but did not provide the letter or escalate.

Troubleshooting Steps
  • Confirmed the switch model as SE3024
  • Determined the switch is unmanaged (plug-and-play) with no configuration or reset capability
Key Observations
  • Agent correctly identified the SE3024 as an unmanaged switch and accurately explained it has no configuration or reset function (per KB).
  • Agent failed to fulfill the customer's primary request for a volatility letter.
  • No escalation, case creation, or follow-up path was offered despite the valid nature of the request.
  • Customer provided email (Richard.birthright@L3harris.com) but no action was taken to use it for follow-up.
Positive Highlights
  • Technical advice was accurate: SE3024 is an unmanaged switch with no reset capability (per KB).
  • Correctly confirmed the switch model and its unmanaged nature.
Agent Errors / Gaps
  • Failed to provide the requested volatility letter or arrange for it to be sent.
  • Did not set a concrete follow-up or escalation path for the letter request.
  • Missed opportunity to capture full customer details (email) for follow-up communication.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent explained the switch is unmanaged and cannot be reset, addressing the reset request but did not provide the requested letter of volatility.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent identified the switch as unmanaged and explained reset limitation but did not verify model/serial number or ask diagnostic questions.
R3 Met Correct resolution path conf 93%
Agent correctly identified the SE-3024 as an unmanaged switch and provided accurate information that it cannot be factory reset, aligning with KB guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent inferred the root cause (unmanaged switch = no reset possible) based on the model mentioned, which is logically sound; however, no targeted questions were asked to confirm model, hardware version, or use case, and the diagnostic process was minimal.
T2 Met Appropriate tools / resources used conf 92%
No tools (e.g., remote access, logs, KB lookup) were necessary because the issue was resolved by identifying the product type, which the agent did correctly from the model reference; no tool gap affected accuracy.
T3 Met No misinformation conf 97%
Agent’s statement that an unmanaged switch has no configuration or reset function is technically accurate per lgs_switch_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent acknowledged the request and responded with relevant information but failed to set expectations, frame the interaction, or guide the flow; however, they did return after a pause and delivered a coherent response.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language appropriate to the technical topic and avoided jargon; while they did not confirm understanding or adapt to the formal documentation need, the explanation was factually clear and matched the technical level of the inquiry.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent responded to the technical aspect of the request (reset capability) and did not transfer; however, they did not take ownership of the formal letter request or offer follow-up, leaving part of the customer need unaddressed.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments were provided, despite the customer indicating they would bring in the switch later; agent ended the call without arranging further support.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — the issue was within scope and partially addressed at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent did not express empathy or acknowledge the customer’s formal compliance need, but remained neutral and polite; no impatience or discourtesy was displayed.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a consistent pace and tone; while not highly adaptive, they did process a complex, atypical request and provided a technically correct response, keeping the customer engaged enough to conclude the call positively.
X3 Not Met Overall experience conf 93%
Customer had to repeat identity and model information; agent did not leverage available details (e.g., offer to create a case for follow-up when the switch arrives), creating avoidable effort.
Call Transcript8 turns · 9 lines
Speaker 1
I'm trying to get a letter of volatility for an Ethernet switch that I have. Is that something you can provide? Yes, Sierra Echo 3 0 2 4?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Thank you for calling. And this is my name's Charles Reichen. [silence] For filing Ethernet, right? What's the model number?
00:00
Speaker 1
Richard R-I-C-H-A-R-D Burnside B-U-R-N-S-I-D-E. [silence] Yeah. [silence] Richard.birthright L3harris.com. It's internal. Don't have that. It's I don't have that. I don't physically that switch with me. I will bring it in tomorrow. then help me access it. Yeah. You just borrow an access code. And talk to me, I can approve accordingly. [silence]
02:00
Speaker 2
Nope, the loading. Can you, uh, what's your first name and last name so I can create a record for you? Email address is okay to ask? Okay, and who's your internet provider? Can you also give me the serial number of the switch? You don't have the switch?
02:00
Speaker 1
and it's something that we are ordering to put into a secure facility. That's why I need a letter of volatility for it. Thanks. [silence]
03:00
Speaker 2
Oh, I see, I see. All right, give me a minute. I'll be right back.
03:00
Speaker 1
Okay, yes, it's a, it would be a. Guide on how to fully reset the the unit so that it is in factory conditions and no, nothing's stored on it. If that makes sense. Just plug and play. Okay, All right, thank you, appreciate your help.
06:00
Speaker 2
Oh, I see. So this SE 3024. um, switch is unmanaged switch. There should be any settings for this. You- you cannot reset this when it's just a plug and play. Any. Yes. All right, thank you. Take care.
07:00