V2 Rubric Detail — 7a56c426-7658-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:56
Duration
6m 6s
Contact
310-508-8202
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.00/5
TechnicalN/A
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall68.9% (+12.9)

V2 Grader Summary

The agent demonstrated strong ownership, empathy, and communication by committing to resend the missed email and schedule a callback, with clear next steps. While no technical troubleshooting was needed, the initial hesitation slightly impacted call control. The issue was not fully resolved but meaningfully advanced, warranting a Partial Resolution classification.

V1 Case Analysis

Customer did not receive prior email from technician. Agent confirmed email address (carla6444@gmail.com), will resend email, and scheduled callback for 4:30 PM today or next day.

Troubleshooting Steps
  • Confirmed the customer's email address (carla6444@gmail.com).
  • Offered to resend the missing email from the support side.
  • Scheduled a callback for later today or the next day.
Key Observations
  • Agent did not create, cite, or document a HappyFox case/ticket number for the interaction, which is a protocol gap for traceability.
  • Call was appropriately scoped as a General Inquiry with no technical troubleshooting required.
  • Agent clearly confirmed the email address multiple times, ensuring accuracy.
  • Slight redundancy in email confirmation did not significantly impact efficiency.
Positive Highlights
  • Polite, empathetic, and professional tone throughout the call.
  • Accurately captured and repeated the customer's email address (carla6444@gmail.com), ensuring data accuracy.
  • Proactively scheduled a follow-up callback to ensure continuity and resolution, demonstrating good customer care.
Agent Errors / Gaps
  • No case/ticket was opened or documented during the call — a critical protocol failure for continuity and traceability.
  • Ambiguity in responsibility: agent stated 'I'll send you email' but also suggested the customer might send it, creating minor confusion about who would initiate the email exchange.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent committed to resend email and schedule callback, but issue (missing email) was not confirmed resolved by call end.
R2 Not Applicable Diagnostic thoroughness conf 97%
Issue was administrative (email delivery failure), not technical; no troubleshooting steps were required or expected.
R3 Met Correct resolution path conf 96%
Agent correctly identified the problem (email not received) and selected an appropriate path: resend via alternate email and schedule callback.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 98%
No technical diagnosis was needed — the issue was communication logistics, not a product or network symptom.
T2 Not Applicable Appropriate tools / resources used conf 99%
No technical tools (KB, dashboard, logs) were required for an email resend and callback coordination.
T3 Not Applicable No misinformation conf 99%
No technical information or recommendations were provided that could be evaluated for accuracy.
Communication
C1 Partially Met Clear & professional language conf 95%
Agent’s opening was hesitant and fragmented (‘I, I, I…’), but regained composure, set expectations, and guided toward a plan.
C2 Met Confirmed understanding conf 96%
Agent adapted to customer’s pace, confirmed email clearly (digit-by-digit), used accessible language, and maintained rapport.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent took full ownership — no transfer, committed to resend email and call back, followed through on prior context.
O2 Met Proactive follow-through conf 97%
Clear next steps: email will be resent to alternate address; agent will call back at 4:30 PM today or tomorrow.
O3 Met Closure confirmation conf 96%
Agent referenced prior communication: ‘I received the information that the previous technician provided’ — shows continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made and none was warranted — issue was administrative follow-up, not technical complexity.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed genuine appreciation: ‘I appreciate your extra patience and cooperation’ — acknowledged customer effort.
X2 Met Tone & rapport conf 96%
Agent matched customer’s conversational style, confirmed details, and maintained engagement through active listening cues.
X3 Met Overall experience conf 96%
Agent avoided making the customer repeat information, used known details (Carla’s name, alternate email), and streamlined next steps.
Call Transcript10 turns · 11 lines
Speaker 1
This is linkses technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a linkses specialist. Hello, this is Eric from linkses customer service team. Can we speak with Dan? Yes. Mhm. Okay. Uh, is that the one ending seven one one zero? Like the three one zero seven zero two seven one one zero. Yes, I did call that number as well. Mhm. Yes. Uh, okay, I did call that number as well, but I just left a message. By the way, I don't know if you're in the US or for Europe, it's a different call, but it should be. It should be a different number. So we use this, like the USA Canadian number, and depending on where you're from.
00:00
Speaker 2
Hi, Eric. Yes, thanks for calling. Um, actually, mm-hmm yesterday we were waiting for your phone call. Um, I guess the, maybe there was some, I don't know, misunderstood or something, but can I ask you to please see Dan is not with me. I'm I'm not in the house, but would you please call him at his cell phone number right now? Yes. Yes. Also, yes, it this 310-702-7110.
00:00
Speaker 1
I, I, I, I received the information, uh, I, I, I left a message. It's okay, it's okay. That's the reason why I contacted this other number because I I did receive the information that the previous technician provided to me. It just so happened that I sent an email because I I got uh beyond the the call with my other customer, but I did still contact but I was not able to reach to get the feedback, so I just left a message. So, you can reach the email that I sent, am I correct? Oh. Mm-hmm. that's apology. Wow. Wow. Oh. Oh, I see, I see.
01:00
Speaker 2
Oh, you did? You did just call there? Oh, I wonder, I wonder why they didn't pick up. Oh. [silence] No, no, we did not receive your email. So we have, my husband made that, you know, we were ready to send it to you last week, you know, so where you can help us with the, with the position it. So somehow we didn't receive it, receive your email. So we kept looking spam and everywhere and we don't have it. So, so, but I guess you do have, the lady just wrote an email describing the process you should follow to meet with them.
01:00
Speaker 1
yes. yes. yes. Okay. um, do you have an alternate email so that I can send it to you instead? Mm-hmm. Mm-hmm. Mm-hmm. I appreciate that one. So, uh, so your name is Carla. Am I correct? Okay, so let me, thank you, Carla. So, let me double check your email. So, that's, I'll do, read it first, then I'll do phonetics just to ensure, okay? So, that's Carla6444@gmail.com. Sounds correct.
02:00
Speaker 2
Tell me the email. Oh, I guess you have the email address, correct. So I don't know if you would you give it to me now and and I can try to send it from my side to you or or not. Okay, okay, send it to carla644@ gmail.com. Yes, yes. I'm Carla. Sure, sure. So [KEEP_UNCERTAIN] so it's 6, 4. No, no, wait, wait. So it's 6444. So that's 4 numbers correct. that's correct. Excellent. That's fantastic. So, maybe, I don't know if he was keeping half his phone with him, but um, Hey, I don't know if this is possible. Um, you you might be able to call us back to this number, uh around uh 4: 30 today or or tomorrow when it's tomorrow better for you?
02:00
Speaker 1
I'll send you email wherein uh, you can respond to me and we can move forward. OK, so Carla. yes, yes, that's a great plan because uh uh, not yet not yet. Uh, let me just I'll just re-send instead uh, the email that I I sent last time because I I wanted to send uh, everything that I said for your visibility. Okay. So, I'll just. Yes. Yes. You're you're correct. Same time.
04:00
Speaker 2
[KEEP_UNCERTAIN] okay. Uh-huh. Uh-huh. Exactly. Exactly. Because that way, if you can do it today, you you can call us tomorrow at any time. I I'll be home. And and so you have time to review our our our paperwork from today, right? Yeah. So, did you did you send it already? Is there a way I can verify if it went through? Did you send it to me? [silence] Okay, okay. So, then anyways, I have my the alternative email that I just gave you. So even if you could do both right. So because somehow we didn't get it. But anyway, if you don't call today, tomorrow um it will use so kind to
04:00
Speaker 1
No, same time? Thank you. Thank you. I appreciate that one. So Carla, I appreciate your extra patience and cooperation. Especially your understanding yesterday that I went beyond the call with my other customer. I appreciate it. Your understanding. No worries. Okay, and so once I receive that file, using your other email, then I'll check it first, I'll verify, so that by the time I call you, we're already prepared. Okay? Okay. Goodbye for now. Okay. You're welcome. Bye bye.
05:00
Speaker 2
call as tomorrow OK yeah three four is perfect yes yes okay oh no Yeah I understand no no problem thanks Eric so talk to you soon thanks again yes perfect excellent thank you so much bye bye now take care Eric thanks again bye
05:00