V2 Rubric Detail — a8cb8ba4-6c24-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 21:20
Duration
7m 1s
Contact
Darren
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00134119
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SUPCALL_Setup new device_RE6400

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership2.14/5
Escalation5.00/5
Customer Exp0.00/5
Overall27.7% (-8.3)

V2 Grader Summary

The agent confirmed the ticket was escalated to Level 2 and advised the customer to wait for a callback, fulfilling basic escalation execution. However, no troubleshooting, technical guidance, empathy, or ownership was demonstrated, leaving the customer frustrated and the issue unresolved. Despite correct escalation judgment, the lack of engagement and support effort results in a failed interaction.

V1 Case Analysis

Customer with RE6400 range extender reports prior warranty escalation; agent placed on hold and promised callback from Level 2 technician (on break). No device verification, troubleshooting, or empathy provided. Next step: Level 2 technician callback.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect or verify essential device information (model, serial, warranty) despite handling a warranty escalation.
  • No troubleshooting or case validation was performed; the call consisted entirely of hold time and a promise of a callback from an unavailable technician.
  • Agent violated Angry Customer Protocol by ignoring explicit frustration and communication concerns at [03:00].
  • No empathy, apology, or reassurance was offered, and the agent did not take ownership of the case.
  • Technical advice was not applicable, but no incorrect guidance was provided per the KB.
Positive Highlights
  • Agent correctly identified that the case was previously escalated to Level 2 and attempted to connect the customer with the assigned technician.
  • No technical inaccuracies were found against the KB.
Agent Errors / Gaps
  • Critical protocol failure: Did not collect serial number or verify warranty status for a warranty-related escalation.
  • Failed to confirm the existence of the prior case or ticket, nor did she update case notes or ensure continuity.
  • Violated Angry Customer Protocol by ignoring the customer's frustration and communication concerns.
  • Provided no troubleshooting, self-help, or alternative path when the Level 2 technician was unavailable.
  • Failed to acknowledge customer's emotional state or offer any empathetic language.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution or outcome achieved; customer was told to wait for a callback without any troubleshooting or confirmation of progress.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken — agent did not ask about symptoms, model, setup, or perform any troubleshooting before deferring.
R3 Partially Met Correct resolution path conf 90%
Agent acknowledged the ticket was escalated to Level 2, which aligns with resolution path, but made no attempt to verify warranty status or offer best-effort support during wait.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No symptom identification or root cause analysis; agent skipped all diagnostic questioning despite customer’s clear frustration and repeat contact.
T2 Not Met Appropriate tools / resources used conf 94%
Agent accessed CRM to confirm assignment but did not use any technical tools (e.g., remote diagnostics, firmware check) or request device details necessary for resolution.
T3 Not Met No misinformation conf 95%
No technical information, recommendations, or conclusions were provided — interaction lacked any technical content.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent attempted to manage the interaction by placing customer on hold and providing a callback estimate, but failed to frame the purpose or maintain control amid customer frustration.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but did not adapt to customer’s emotional state or confirm understanding; communication remained transactional.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately deferred to another technician without taking ownership, even though they could have verified details or continued support.
O2 Met Proactive follow-through conf 92%
Clearly communicated next step: customer should wait for a callback from the Level 2 technician within five minutes.
O3 Partially Met Closure confirmation conf 87%
Referenced that the case was assigned to a specific Level 2 agent, but did not summarize prior steps or symptoms, risking repetition.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Decision not to re-escalate was appropriate — issue was already assigned to Level 2, so waiting for that technician is valid.
E2 Met Escalation prep & handoff conf 93%
Correctly executed escalation by informing customer of assignment, reason for delay (break), and expected callback timeframe.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of customer’s frustration ('unbelievable', 'been dealing with you guys for so long') or empathy expressed.
X2 Not Met Tone & rapport conf 94%
Agent used a flat, procedural tone without adapting to customer’s urgency or emotional state, leading to disengagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat context and wait again despite prior contact; agent did nothing to reduce effort or streamline handoff.
Call Transcript10 turns · 11 lines
Speaker 1
All right, so I called about an hour and a half ago or two. And I end up talking to this guy named Albert. Okay, fantastic. Albert, I got your last name only, but I got your first name. [silence] [silence] Hi, Charlie. Hey, Mr. Albert, I'm [silence] I'm [silence] you're on with Charlie again. Okay, that's fine. Thanks Charlie. uh, I'm just going to ask you to sit tight, I'll put you on a little bit of hold and bring her into the chat here, lock you guys up in the chat,
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products. Paid support may be 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. Hi, thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
like a supervisor. And then I sent some receipts in, and then he finally believed that I was in warranty. And then he sent me down to some other guy in the in tech support, in tech support, you know, like something to, I don't know, like expedited two or something. And about that time, it began to rain. And then I couldn't do anything because what I need to do is outside. And so now it's not raining, so I called back. I have an RE6400. Hold on. Let me put some windows down in the car. I'm starting to get hot.
01:00
Speaker 2
affirmative, affirmative specifically. affirmative.
01:00
Speaker 1
Okay. Um, Yeah. yeah, because I got nothing else to do but just finish spending the rest of my day holding like I did the first half with you people.
02:00
Speaker 2
This is Mr. Darren, right? okay. All right. Regarding to this one, sir, since this ticket was already in dorsal level two technician, uh, level two technician. Um, let me just check on the agent that uh, was assigned to this ticket. All right. Just one moment. okay. So, you want to, um, perform the troubleshooting with the level two technician that
02:00
Speaker 1
Well, the only problem, the only problem I was having was I just couldn't understand the first person to answer the phone very well. And I'm married to a Filipina. Yes. [silence]
03:00
Speaker 2
This one was assigned, right? So, let me just, um, stop. Um, okay. Um, yeah, but this one is already endorsed to Level 2 Technician and was assigned to specific agent. So, let me just check regarding with this one. I'll be right back, all right? Okay. Thank you so much. Hello Sir. Thank you for patiently waiting. Um, yeah. Um, so currently, um, the previous technician or the level two technician was, uh, that was assigned to this ticket is currently on break, but he will be, um, be back within a minute or five, within five minutes. So can you wait for your call back since, um, he was the one going going to perform the troubleshooting with you since this was already escalated to level two tech conversation.
03:00
Speaker 1
Unbelievable. What choice do I have? Ma'am, I've been dealing with you guys for so long. I know it's time to worry. I just want to get this over with before it starts raining again. There ain't nobody who can freeking do their job but a level two technician. You, I just want to get this over with before it starts raining again. There ain't nobody who can make their job but a level two technician. You've already [silence] told me that. I'll wait. Let him call me back. [silence]
06:00
Speaker 2
All right. So, um, just wait for the callback for, um, from level two technician. All right, so don't worry, sir. The agent will be, um, coming back soon, absolutely. Um, cur because it was already endorsed and was assigned to specific agent, sir. It's just that, um, he's on break right now, but he won't, going to call you back as soon as he
06:00