V2 Rubric Detail — a4d341a8-6045-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 18:46
Duration
5m 56s
Contact
Lon fairless
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132283
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided resolving the issue by instructing the customer to call back and deferring to an unspecified higher-up without attempting diagnosis or support.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provide technical guidance, or resolve the issue, instead instructing the customer to call back without justification or continuity. This constitutes avoidance of support duties, triggering an auto-zero for Avoidance/Evasion. The interaction was entirely non-productive and increased customer effort.

V1 Case Analysis

Customer (Sir Lon) experienced audio issues during agent-initiated call. Agent could not hear customer, cited paid-connect service, and instructed customer to call back via mobile. No product details collected or troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent could not hear customer due to one-way audio issue [01:00].
  • Agent referenced a 'paid connect service' the customer purchased and stopped its timer [02:00].
  • Agent directed customer to call back via mobile phone instead of continuing [04:00].
  • No product details, case number, or technical issue was ever identified.
Positive Highlights
  • Agent recognized the communication barrier and attempted to establish an alternative contact method to preserve service access.
  • Mentioned stopping the paid-connect timer to avoid consuming service time during the failed call, showing awareness of customer cost.
Agent Errors / Gaps
  • Failed to follow standard support protocol (no model/serial collection, no case creation).
  • Did not attempt any troubleshooting or verification of the issue.
  • Poor communication: unclear instructions and lack of empathy.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any resolution path; only instructed the customer to call back without addressing the core problem.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were taken; no diagnostic questions asked about device, network, or symptoms beyond the call quality.
R3 Not Met Correct resolution path conf 97%
Agent offered no resolution path based on product status or issue type; simply deferred to another rep without assessing situation.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process applied; agent did not identify root cause or ask relevant technical questions.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools (remote session, admin console, logs) were required or used, as no technical investigation occurred.
T3 Not Applicable No misinformation conf 95%
Agent provided no technical information, recommendations, or conclusions to assess for accuracy.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to maintain call control; interaction was disjointed, with unclear transitions and no framing of next steps.
C2 Not Met Confirmed understanding conf 94%
Agent did not adapt communication to customer’s confusion about phone numbers or clarify the process clearly.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent transferred responsibility without attempting resolution or documenting effort; avoided ownership.
O2 Partially Met Proactive follow-through conf 90%
Agent told customer to call back but gave no contact details, timeline, or assurance of continuity.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalation decision lacked justification; no valid trigger (e.g., hardware fault, complexity) was identified.
E2 Not Met Escalation prep & handoff conf 96%
Customer was not informed who would assist, when, or why; no escalation details provided.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent said 'so sorry' and remained polite, but showed minimal empathy for customer's frustration.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace despite customer’s repeated attempts to clarify; conversation remained unbalanced.
X3 Not Met Overall experience conf 95%
Customer was forced to place another call, increasing effort; no actions taken to reduce friction.
Call Transcript9 turns · 9 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Um, hello, Sir Lon. Yeah, I was actually trying to reach you out on the phone number 972-1650, but I was not able to go through to go through the directly on that phone number. The Do you have any security settings on your phone that that's why I couldn't reach you? [silence]
00:00
Speaker 2
yes? yes? yeah. yes, I called those settings up. I do have, I have a Verizon phone. It's got a filter, but I don't see if it blocked you. Let me see if it blocked you. Ah, I don't see that it was blocked. I don't think it's been blocked today. [silence]
00:00
Speaker 1
because this is actually the problem, sir, that I am experiencing right now, sir. because whenever you are trying to say something, your voice is actually kind of slowly fading away. So that's why I am really having a hard time hearing everything that you are trying to tell me. So that's why I need to call you using your phone number. Yes, sir. That's exactly the phone number that I have 972-816-5060.
01:00
Speaker 2
I, I do have some more information, but you can hear me right now. Okay, Go ahead. Yeah. Okay, okay, well, I don't see it was blocked. Let me look. See recent recent phones. I don't see it was getting here. 972 816 5060. [silence]
01:00
Speaker 1
How about with this one, sir? Since I can't call you, but let me just confirm it first, sir, okay? Because I did actually stop the timer for the paid connect service that you actually purchased, so that, you know, we can't, uh, I'm concerned and consume everything especially with this problem that we actually have right now. But let me just go ahead and talk to my, um, uh, my higher-ups regarding with this one if we can provide that option, like, instead of me calling you, you're the one who's going to call us and then the other representative will assist you instead, okay? Okay. Uh, just stay in the line, sir.
02:00
Speaker 2
[silence] [silence] Okay.
02:00
Speaker 1
Okay. Um, hello, sir. Lan? Okay. So, um, I have, already, um, confirmed this one. So, yes, instead of me calling you back, since, we are, still, like, you know, um, going to get the same problem. So, call us using your mobile phone, and, not the landline cuz maybe there's, something wrong with your landline connection. So, call us and then I'll be, posting, uh, the remaining time, for your paid connect service, so that the next representative can assist you. Okay? Um, so sorry, sir. Yes, sir. But, they are going to assist you.
04:00
Speaker 2
[silence] Yes. Okay. Okay, so I'll be getting a different assistant, a different representative? Uh are you saying I'm going to be getting a different [silence] tech a representative? Okay.
04:00
Speaker 1
Um, I guess the paid connect service is still on. Yeah. So please call us right away OK? OK. Thank you so much. Bye for now, sir.
05:00