V2 Rubric Detail — b2c153a2-64e3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 15:47
Duration
5m 24s
Contact
Erick Murray
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication0.00/5
Ownership1.43/5
Escalation5.00/5
Customer Exp1.43/5
Overall27.1% (-8.9)

V2 Grader Summary

The agent failed to perform any troubleshooting, verify device details, or demonstrate ownership, leaving the customer with only a callback promise after a two-week delay. While escalation execution and next-step communication were accurate, the absence of empathy, diagnostic effort, and continuity resulted in an unresolved case with poor customer experience.

V1 Case Analysis

Customer reports no follow-up for over two weeks on existing ticket. Agent did not collect model/serial, perform troubleshooting, or verify case details. Escalated with promise of Level-2 callback within 1–2 hours.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect any identifying device or case information (model, serial, case number).
  • Long hold period (~3 minutes) with no explanation or progress update; agent admitted to reading 'a lot of documentation'.
  • No verification of the existing ticket or customer identity; reliance on internal notes without confirmation.
  • Minimal empathy or acknowledgment of customer frustration; call ended abruptly after callback promise.
  • No attempt to troubleshoot, validate the issue, or confirm whether escalation was already in progress.
Positive Highlights
  • Provided a concrete next step: Level-2 will call back within 1–2 hours.
  • Correctly avoided pushing paid support for an in-warranty escalation issue.
Agent Errors / Gaps
  • Failed to identify or confirm the specific issue or ticket before claiming escalation to Level-2.
  • Did not gather essential device details (model/serial) required for proper case validation or escalation.
  • No troubleshooting attempted; placed customer on hold for several minutes without progress or communication.
  • Failed to verify customer identity or contact details, risking misdirected follow-up.
  • Did not cite or update any case/ticket number, violating basic case management protocol.
  • Allowed long silence without explanation, reducing customer confidence and call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution was achieved; the issue remained unresolved with only a promise of a future callback.
R2 Not Met Diagnostic thoroughness conf 98%
Agent performed no troubleshooting, asked no diagnostic questions, and did not attempt to advance the case technically.
R3 Not Met Correct resolution path conf 95%
Agent failed to verify warranty status, gather device details, or attempt any troubleshooting before deferring to Level 2, which violates the expectation of best-effort support even for out-of-warranty cases.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic process was followed; agent did not identify symptoms, ask relevant questions, or attempt root cause analysis.
T2 Not Applicable Appropriate tools / resources used conf 96%
No tools were needed or used because no troubleshooting occurred.
T3 Met No misinformation conf 94%
Agent correctly stated that Level 2 support would call back within 1–2 hours, which is factually accurate based on internal documentation.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided minimal framing, left customer waiting without updates, and ended call abruptly without confirming understanding or managing expectations effectively.
C2 Not Met Confirmed understanding conf 96%
Agent used generic, scripted responses and did not adapt language or tone to customer’s expressed frustration over two-week wait and dropped call.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent showed no ownership by immediately deferring to Level 2 without attempting any resolution steps or personal follow-through.
O2 Met Proactive follow-through conf 98%
Agent communicated a clear next step: Level 2 will call back within 1–2 hours.
O3 Not Met Closure confirmation conf 94%
Agent did not reference prior history, re-asked for basic context, and failed to demonstrate continuity from previous interactions.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation to Level 2 was appropriate given the case was already escalated and required higher-level follow-up.
E2 Met Escalation prep & handoff conf 96%
Agent informed customer of escalation, identified Level 2 as responsible, and provided a realistic callback window.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent expressed no empathy for customer’s two-week wait or dropped call; communication remained transactional and impersonal.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pacing to match customer’s urgency or frustration; maintained a rigid, procedural delivery.
X3 Met Overall experience conf 93%
Agent avoided making the customer repeat information or perform additional steps, minimizing effort in a follow-up context.
Call Transcript4 turns · 6 lines
Speaker 1
Yes uh my name is Alex. I was just on the phone with someone and the phone just got cut off. I uh don't know. Yes
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. [silence] For in warranty products, our support team is available to help with performance. 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] Thank you for calling Linksys. My name is Mr. Gerald Egan. Okay. Let me check your record. You said Eric, right? Alright, checking. Mm. Okay.
00:00
Speaker 1
Yeah, it's been it's been over two weeks now. No one has reached me back. [silence] [silence]
01:00
Speaker 2
So your ticket has been escalated to level two support. Are you waiting for the level two support to contact you? Call you back? Oh, okay. Okay, let me, let me read the documentation right. Can you give me a minute or two? I mean, five minutes. Just gonna read there's a lot of documentation right here. Okay? Give me five minutes. Right back. Okay. All right. Thank you. Thank you so much for patiently waiting on the line. So, checking your account right here, password right now. Level two support is currently engaged in a call, so you will call you back within one hour to two hours. Is that okay? You have questions? all right thank you take care bye
01:00