V2 Rubric Detail — 93f05fb4-5fa1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:11
Duration
9m 39s
Contact
Pamela Mackowski
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132143
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR5500_Dropping Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent initiated contact with a minimal greeting but failed to engage in any troubleshooting, diagnosis, or customer service actions. No resolution path was pursued, no tools were used, and no empathy or ownership was demonstrated. The interaction ended without any progress, resulting in a fully unresolved case.

V1 Case Analysis

Customer called to discuss Wi-Fi setup for multiple devices but no specific issue was identified. Agent did not collect product details, ask clarifying questions, or provide troubleshooting. Call ended without resolution or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent played a pre-call script at [00:00] but failed to respond to customer's statement at [02:00] about device connectivity needs.
  • Over 7 minutes of silence between [02:00] and [09:00] with no agent intervention or hold explanation.
  • Agent only spoke at [09:00], delivering a greeting but no follow-up questions or actions.
  • No attempt to collect model, serial, or issue details despite customer's opening statement.
Positive Highlights
  • Agent delivered a polite greeting at [09:00]: 'Hello, thank you for calling Linksys. My name is spell. Is this your first time calling?'
  • Pre-call script at [00:00] correctly mentioned serial number requirement and paid support option for out-of-warranty devices.
Agent Errors / Gaps
  • Failed to acknowledge or respond to customer's initial statement at [02:00] about Wi-Fi needs for cameras, iPads, and TVs.
  • Did not initiate live support after the pre-call message, resulting in excessive silence.
  • Failed to collect required product information (model/serial).
  • Did not ask the customer to describe the issue or confirm symptoms.
  • Did not follow standard call flow: no problem identification, no troubleshooting, no next step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue, provide a valid escalation, or offer any self-help path; call ended without outcome.
R2 Not Met Diagnostic thoroughness conf 99%
No troubleshooting steps were performed; agent did not attempt to identify or diagnose any issue.
R3 Not Met Correct resolution path conf 98%
Agent did not determine product status, warranty, or select any resolution path; no action was taken.
Technical Accuracy
T1 Not Met Technically accurate info conf 99%
No symptom identification or diagnostic questions were asked; no root cause explored.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools could be used as no troubleshooting occurred and no issue was identified.
T3 Not Met No misinformation conf 98%
Agent provided no technical information, guidance, or recommendations.
Communication
C1 Not Met Clear & professional language conf 97%
Agent only delivered a brief greeting and question; no framing, expectations, or call control established.
C2 Not Met Confirmed understanding conf 96%
No adaptation to customer's communication style or needs; minimal interaction occurred.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent showed no ownership; no effort to resolve, escalate, or follow up was initiated.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or commitments were communicated to the customer.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or available; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was warranted due to lack of issue identification.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent expressed no empathy, acknowledgment of frustration, or professionalism beyond a basic greeting.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace in response to customer's unclear or fragmented statements.
X3 Not Applicable Overall experience conf 94%
No actions were taken that would increase or reduce customer effort; interaction ended prematurely.
Call Transcript3 turns · 5 lines
Speaker 2
Please, please have your device serial number ready. For assistance, press one now. For out of warranty, please have your device's 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. [silence]
00:00
Speaker 1
Just came off on my phone, let's start our bypass. Roslerplaya.com Well, it doesn't matter 'cause we still need the Wi-Fi. You can get on on your phone, but we need the Wi-Fi for everything else. The cameras, the iPads, the TVs. [silence] This message has been transcribed. One moment while I notify the caller.
01:00
Speaker 2
Hello, thank you for calling linksys. My name is spell. Is this your first time calling?
09:00