V2 Rubric Detail — 893d7ad0-6072-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 00:07
Duration
11m 13s
Contact
Duane Hall
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Analou Mahinay
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.25/5
Technical0.00/5
Communication3.75/5
Ownership3.57/5
Escalation4.00/5
Customer Exp5.00/5
Overall47.5% (+19.5)

V2 Grader Summary

The customer's issue was not resolved, and no troubleshooting was performed, resulting in an Unresolved outcome. While the agent appropriately escalated upon customer request and demonstrated ownership and empathy, the lack of diagnostic engagement and incomplete escalation documentation prevents higher scores. All ratings are consistent with the evidence and rubric standards.

V1 Case Analysis

Customer (Duenge Hall, 825-779-5075, hall@rogers.com) requested Level-2 support. Agent placed on extended hold, provided false device info ('M97 Harry iPhone'), failed to verify issue or collect product details, updated email, and promised callback within 30 minutes.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent hallucinated device model: 'M97 Harry iPhone' at [01:00], which is not a Linksys product and not a known consumer device.
  • No product model, serial number, or case number collected despite escalation request.
  • Extended unexplained hold time (~8 minutes) with no status updates.
  • Agent updated customer email but failed to confirm or document case context.
  • Callback promised without verifying the existence or status of the escalation.
Positive Highlights
  • Agent updated the customer's email address as requested at [09:00]-[11:00].
  • Agent acknowledged the customer's request for Level-2 support and initiated an escalation path.
Agent Errors / Gaps
  • Fabricated device information: claimed customer had an 'M97 Harry iPhone' at [01:00], a non-existent and nonsensical device.
  • Failed to collect product model, serial number, or case reference necessary for escalation.
  • Left customer on hold for ~8 minutes without updates or explanation.
  • Did not verify the existence of a prior case or escalation request.
  • Ended call abruptly without recap or confirmation of next steps.
  • Provided no troubleshooting or technical validation before escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue; only promised a callback from Level 2 without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were taken — no questions about symptoms, device model, or network setup.
R3 Met Correct resolution path conf 95%
Customer explicitly requested escalation to Level 2; agent followed through appropriately without dismissing the request.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify any symptoms, ask diagnostic questions, or attempt to determine root cause.
T2 Not Applicable Appropriate tools / resources used conf 93%
No tools (e.g., remote access, logs, KB) were needed or used because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 94%
No technical information, recommendations, or conclusions were provided by the agent.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained call control and gave a next step but failed to set expectations at start or explain long holds.
C2 Met Confirmed understanding conf 95%
Agent used clear, simple language and adjusted tone to match customer’s straightforward style.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the interaction, updated contact info, arranged callback, and did not transfer unnecessarily.
O2 Partially Met Proactive follow-through conf 89%
Agent set a specific timeline (callback within 30 minutes) but did not confirm follow-up was documented or completed.
O3 Partially Met Closure confirmation conf 87%
Agent accessed a prior record (despite incorrect device info) and avoided re-asking known details like phone number.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation decision was valid — customer explicitly requested Level 2, which is a recognized trigger.
E2 Partially Met Escalation prep & handoff conf 88%
Agent informed customer of callback but did not provide ticket number or confirm full handoff details.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for hold time and used polite, empathetic language throughout the interaction.
X2 Met Tone & rapport conf 94%
Agent matched customer’s direct communication style and maintained calm, professional tone.
X3 Met Overall experience conf 92%
Agent updated email without requiring repetition and streamlined the process efficiently.
Call Transcript10 turns · 11 lines
Speaker 1
Oh, Carla, um, I would like to speak to a Level 2 Agent. Um, my situation has been upgraded to that status, and I need to speak with one of those technicians. No, I was not given a ticket number, but the information is connected to my phone number. Um, it is 825-779-5075.
00:00
Speaker 2
Welcome to link, this support. To ensure, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For our warranty product paid support options may be available depending on the issue. thank you for calling links, this is Gare meat, help you. ok. Sure, do you have a ticket number with your previous call? Okay, alright, can you have your phone number, sir. Mhm. Mhm. okay. [silence]
00:00
Speaker 1
correct. Yes. No, I didn't receive an email. sure. Thank you.
01:00
Speaker 2
Right, let me just pull up your record. All right. This is Andrew Dwayne, Paul, and email address is your first name, superstars@gmail.com. And the device is an M97 Harry iPhone. Okay. okay. Let me just check. Uh-huh. And you were able to, um, receive the email, sir. The one sent to you, um, a day ago. Uh-huh. Because it shows it here that, um, actually they tried to call you, but, uh, let me just, um, check this out too. Uh, can you give me like around three to five minutes? I'll put you on hold. Let me verify this. So, stay on the line.
01:00
Speaker 1
[silence] [silence] Hello? [silence] [silence] [silence] [silence] [silence] Yeah, I received a voicemail. That's why I called back. [silence] [silence] [silence] [silence] [silence] [silence] Yeah. [silence] [silence] [silence] [silence] Okay.
03:00
Speaker 2
Hello, sir. Thank you for waiting. I just want to verify. Yes, sir. Were you able to receive the voicemail? Okay. Okay, so just hang on the line, sir. Give me another 2-3 minutes or 2-5 minutes. Okay? Thank you. Hello, sir. Hello. I thank you so much for patiently waiting. I'm so sorry for that hold. Ah, I've already verified this one sir. And our level two technicians, sir, will call you back within 30 minutes. Um, 30 minutes sir that will be okay? Okay. And okay. Um, let me just verify sir that
03:00
Speaker 1
No, that number is the primary one, but if you can update my email address, I would appreciate that. So, my name, Duenge Hall. R-O-G-E-R-S. dot com. Yes. Yes.
09:00
Speaker 2
825-779-5579-575. That is your contact number. Do you have any alternate phone number? Okay, okay. All right, so what's your email address, sir? Let me check, D-U-A-N-E-N-E, and then hall@rogers.com. Rogers.com, right? Okay, so let me just update your URL. All right.
09:00
Speaker 1
yes
10:00
Speaker 2
Thank you for calling Lindsay, Sir. This is Carla and have a great day to you. All right. You're welcome, Sir. Goodbye.
11:00