V2 Rubric Detail — aa751bee-6447-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:10
Duration
9m 43s
Contact
Jeremy Charette
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#PR00132843
Support Country
United States
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: One LAPAC1300C Device not turning on
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication5.00/5
Ownership4.00/5
Escalation2.50/5
Customer Exp3.93/5
Overall56.7% (+0.7)

V2 Grader Summary

The agent demonstrated strong ownership and communication, escalating a business customer’s hardware issue with a clear timeline. However, critical protocol gaps exist: no triage was performed, warranty status was not verified using available tools, and escalation was initiated without completing required diagnostic steps. While the escalation decision was justified, the lack of foundational troubleshooting and incomplete handoff details prevent full compliance with R2, R3, and T2.

V1 Case Analysis

Customer reports device powers on for a second then shuts off, no Wi‑Fi broadcast. Swapped power adapter with no change. Requested RMA; agent collected model/serial, asked for receipt, and escalated to Level‑2.

Troubleshooting Steps
  • Observed brief power‑on flash and immediate shutdown
  • Swapped power adapter with a known‑good unit
  • Checked for default Wi‑Fi SSID broadcast (none)
Key Observations
  • Agent did not verify warranty status before proceeding with RMA.
  • Customer's serial number and email were captured incompletely.
  • Limited troubleshooting; no power‑supply diagnostics beyond adapter swap.
Positive Highlights
  • Collected model and serial information.
  • Requested proof of purchase as required for RMA.
  • Escalated the case to the appropriate Level‑2 team and set a callback expectation.
Agent Errors / Gaps
  • Failed to confirm warranty coverage or eligibility for RMA.
  • Did not obtain a clear, written email address from the customer.
  • Provided minimal troubleshooting before escalation.
  • Used a placeholder name (Joyce) without confirming the customer's actual name.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent escalated to L2 and set a 24-48 hour timeline, but did not confirm resolution path or document triage, leaving outcome uncertain.
R2 Not Met Diagnostic thoroughness conf 95%
No triage steps performed (e.g., power cycle, factory reset, LED verification) despite clear hardware symptom; jumped straight to escalation.
R3 Not Met Correct resolution path conf 90%
Agent did not verify warranty status or product registration before escalation; skipped required steps for in-warranty hardware fault path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (brief LED flash, no signal) and asked about power adapter swap, but failed to ask about PoE, factory reset, or prior configuration.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use internal tools to verify warranty status or check device registration, despite having customer’s serial and organization name.
T3 Met No misinformation conf 90%
All provided information (need for proof of purchase, escalation process) was factually correct per KB guidelines.
Communication
C1 Met Clear & professional language conf 95%
Framed interaction, placed on hold with explanation, returned promptly, and provided clear next steps.
C2 Met Confirmed understanding conf 90%
Used plain language, confirmed details (email, phone), and adapted to customer’s professional tone without confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by staying on the line, seeking senior approval, and arranging escalation instead of transferring immediately.
O2 Partially Met Proactive follow-through conf 80%
Set 24-48 hour timeline and informed customer of follow-up, but did not provide case number or confirm exact contact method (call/email).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 85%
Escalation was reasonable due to business device and hardware failure, but should have completed basic triage first per protocol.
E2 Partially Met Escalation prep & handoff conf 80%
Informed customer of escalation and timeline, but failed to include case reference, detailed findings, or specific next actions in handoff.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Polite and professional, but did not acknowledge customer’s effort (multiple devices, prior calls) or express empathy for business impact.
X2 Met Tone & rapport conf 90%
Matched customer’s efficient, technical pace and maintained engagement throughout without confusion.
X3 Met Overall experience conf 90%
Collected all necessary info (model, serial, email, phone) in one pass and avoided unnecessary repetition or holds.
Call Transcript14 turns · 15 lines
Speaker 1
You say 21 and 22. Got oh, never mind. Register Yes, hello. Um, I'm Jeremy with Public Service Credit Union and I'm calling about opening up an RMA with uh, one of our [silence] [silence] [silence] [silence]
00:00
Speaker 2
welcome to Link Cognitive 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.Link Support.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Link Support. This is May. How can I help you?
00:00
Speaker 1
the model number is L-A-P-A-C 13-00C yes uh I personally have had to call before director me um the device snow is no longer functioning with uh adequate power and the internet connection it doesn't uh like there's no on LED when it receives power it there is a quick flash of a miscellaneous color that does not pertain to any of the error LEDs. uh we have several of different models.
01:00
Speaker 2
What device is that? What's the model number? Okay. Is this your first time calling Engless? Or have you called before? And what's your reason for, the RMA? And how many. .apay you have there? How many total?
01:00
Speaker 1
and a couple of this particular model. The arm is for this one particular. Serial number is 13 Lima 10gamma Houston 8B as in boy zero one four two one [silence] my email address is I [silence] (T) as in Tom. A [silence] L E R T S at (P) as in Paul, (S) C [silence] U [silence] N O W.com. [silence]
02:00
Speaker 2
but you are asking for okay what's the serial number okay okay and your email address okay is it I for A yet and then T for a tom
02:00
Speaker 1
Um, I don't, I don't have the, the adapter on, I just have the device in front of me. I think we have one that's powered then we use the standard, uh, 12 volt 1 amp that comes with the device. it is right, it's not even on for a full second. it is a mere blink. it is. [silence]
04:00
Speaker 2
I just need that specification. [silence] Mm-hmm. Okay. Okay. So yeah, you're with the uh [silence] I don't know. Okay. [silence] Okay. Because in the package, it's included. But uh right now, when it's plugged in, it lit up, but it will only last for a few seconds, and then the light will no longer flash. Right? Like, it's totally off after. And [silence] Mm-hmm. Okay. Oh, okay. Because part of the isolation, uh just to make sure, um if it's being if its power adapter is being used, uh you never tried it,
04:00
Speaker 1
We have so I we I took one of our active models that is the same model and swapped it and swapped it here and it does and it does not work with the current set up that is active and running in the environment. Yes. Correct. It does right it repeats itself. it's not detected by the cloud. There's no it's not broadcasting any signal whatsoever. proof of purchase. Let me grab that.
05:00
Speaker 2
right, like using the adapter just to see if it will it up. Okay. Okay, good thing you already did that. And same thing, right? There's no light as well. No LED. Okay. And even the default WiFi name is not broadcasting, have you checked it if it's got it. You still have the receipt for this? That's the number one requirement that we need, the receipt or any proof of purchase.
05:00
Speaker 1
Do you need like just a date or do you need like a file? Or? Yeah, that's when we, that's when we got in 2022. Okay. All right, thank you.
06:00
Speaker 2
for business, so I need approval for this. Just stay on the line. I'll be right back. Probably it'll take me five minutes back. Alright. Thank you. Thank you so much for staying on line. Can you hear me? Okay. Yeah, I can see here that you've already registered your products and, um, it's under the name of Public Service Credit Union, but I'll just use your first name and last name instead for the record. And I've already asked my Senior Technician about this matter. Uh, your case will be escalated to the our level two tech and they will be the one who we're going to reach you about this one. Your phone number, is this the right one? It's 734-641-8480. Is that correct? Uh-huh. And you're calling, um, from where. Okay. All right then. Um, just,
06:00
Speaker 1
Awesome. Thank you very much. Nope. That is my only issue for today. Thank you very much. You as well. Bye-bye.
09:00
Speaker 2
Check your email or if ever they were going to try to reach you, you missed their call back, just check your voicemail or your email. They were going to provide their direct Hotline number and for this one, um, it will be just wait for an update within 24 to 48 hours, okay? You're welcome, Joyce. Do you have any other things that you wanted me to put on here? Do you have any other concern or that's it only? You're welcome. You take care then. Bye bye. Bye.
09:00