V2 Rubric Detail — 8973f7aa-752a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 08:54
Duration
5m 4s
Contact
No name
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00135462
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device not working
⚠ 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
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall10.7% (-45.3)

V2 Grader Summary

The agent incorrectly treated the case as entirely out of scope without attempting best-effort troubleshooting for the legacy PAP2T adapter. No diagnostic steps were taken, no tools used, and no ownership demonstrated, resulting in an unresolved issue despite the customer’s clear problem description. Communication was disorganized and failed to adapt to the customer’s needs.

V1 Case Analysis

Customer reports PAP2T VoIP adapter dropping calls. Agent confirmed device is discontinued and unsupported. No troubleshooting, self-help resources, or next steps provided.

Troubleshooting Steps
  • Requested model and serial number
  • Checked support status of the device
Key Observations
  • Agent correctly identified PAP2T as a legacy, unsupported device (ACCURACY strength).
  • No troubleshooting steps, self-help resources, or escalation paths offered despite device being out of support.
  • Call ended abruptly without confirming customer understanding or offering alternatives.
  • Agent repeated apologies but failed to manage the support path effectively.
Positive Highlights
  • Agent correctly identified the PAP2T as a discontinued Cisco-Linksys product no longer supported by Linksys (factually accurate per KB guidance).
  • Collected model and serial number as required for device lookup.
  • Attempted to verify purchase context and timeline (e.g., Amazon, 3–4 months ago).
Agent Errors / Gaps
  • Failed to provide any actionable next steps after confirming device is unsupported (e.g., KB articles, community forums, VoIP provider guidance).
  • Did not offer escalation to a higher-tier team or mention paid support as a potential path.
  • Did not provide self-help resources despite the device being out of warranty and unsupported.
  • Poor call control and pacing; multiple long silences and garbled speech.
  • Did not confirm customer's VoIP provider configuration despite mentioning it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared the device unsupported and ended the call without resolving the dropout issue or offering any workaround.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps (e.g., power cycle, configuration check, network test) were performed; only model and serial collected.
R3 Not Met Correct resolution path conf 90%
Agent dismissed the case solely due to device age without attempting best-effort troubleshooting expected for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent did not identify specific symptoms, ask diagnostic questions, or pursue a root cause; conversation lacked logical flow.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote access, logs, admin dashboard) were used; relied only on customer’s verbal description.
T3 Met No misinformation conf 85%
Agent correctly stated that the PAP2T is a legacy Cisco device no longer supported by Linksys.
Communication
C1 Not Met Clear & professional language conf 90%
Multiple long silences, repeated greetings, and lack of structure indicate poor call control and no clear agenda.
C2 Not Met Confirmed understanding conf 80%
Agent used repetitive, scripted language without adapting to customer’s level or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent failed to take ownership—closed the case immediately after stating lack of support, with no follow-up effort.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or follow-up provided; customer was left with no path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the legacy status of the device.
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 80%
Agent expressed repeated apologies ('I am really sorry'), showing basic empathy but not deeper acknowledgment of frustration.
X2 Not Met Tone & rapport conf 85%
Agent maintained a flat, unresponsive tone and did not adjust pace or style to customer’s confusion or input.
X3 Not Met Overall experience conf 90%
Customer had to repeat model and serial number; agent did not streamline or leverage information efficiently.
Call Transcript8 turns · 9 lines
Speaker 1
Hello. One moment. sorry, I didn't quite catch your. I've bought my broadband provider provided me with a Linksys router to broadband. I've bought a Linksys telephone adapter to plug into the broadband but they keep stop talking to each other. Yeah, well, it's a Linksys device. I bought it on the internet, obviously. It's boxed as a Linksys device.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Thank you for calling Linksys. This is Roby. How can I assist you? [silence] Yes, sir. [silence] Yes, sir. [silence] Uh, my name is Roby, sir, from Linksys Technical support. How can I assist you? [silence] Uhuh. [silence] Oh, this is a new Linksys device, like a telephone? [silence]
00:00
Speaker 1
And as I say, it, when I connected it up, it worked fine, but it keeps dropping out. One moment, I will read it out to you. It's a PAP2T internet phone adapter. No, uh, Papa Alpha Papa Papa to Tango. Uh, I have the serial number, which is FL100K017856. Yes, Post Tracks, Lima.
01:00
Speaker 2
OK. OK. So, what's the model number of the license device? CIN1, C-T-АТ UNIX Tango alpha tango two tango. OK. And do you have the serial number? Mm-hmm. It's like E for Ford T L for Lima. One eternity.
01:00
Speaker 1
And then the ... That's right.
02:00
Speaker 2
Fox, чашей Lima one zero zero K for Kite zero one seven eight five two. Okay, sir, stand the line first. Let me check the model and the serial number, okay? Thank you, sir. Don't work. And yeah, and then after that, what? type in, okay, in both light S1 areas, wire for yanks, I and blah. Hi sir, thank you for patiently waiting. Where you said you just purchased this one and where did you purchase sir.
02:00
Speaker 1
That's all right. I purchased it on the internet. I did. Uh, it was from an Amazon, a company listed on Amazon. Uh, recently I bought, I've had the broadband now for about three or four months, so I bought it three or four months ago. Yeah, it has been worse. Yes. Sorry, you were saying. It had been working for the past, uh, two months and, it's tube broadband.
03:00
Speaker 2
recently just recently yeah recently just recently Amazon okay two to four months ago so this is the voip gateway actually sir and I am really sorry to inform you that it has been working for sir I am really sorry to inform you that for the past two months and who is your internet service provider sir [silence] it should be a butleman yeah [silence] over those that full time Okay so once that the your computer device has been configured that your that your home network has the it worked okay fine one thing that recommended to check whether you can call from one device on your pc to one device on your another PC device and if it worked wizard okay alright what tools should you be aware of Two, World Bank. Sir, I am really sorry to inform you that this device is no longer supported by Linksys, because this is under Cisco. And this is a very old device. We are not like, um, troubleshooting this device anymore, like, we are not supporting the device anymore. Hello, sir? Yes. Yes, sir. Thank you so much for your understanding. Yeah, Sir. I am really sorry for the inconvenience, Sir. Bye, Sir. You're welcome. Bye
03:00