V2 Rubric Detail — b741e336-6bfc-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 16:34
Duration
13m 6s
Contact
Edward Taylor
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#GI00134089
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected call

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution1.25/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall45.8% (-20.2)

V2 Grader Summary

The agent correctly identified the device as a Cisco product and provided the appropriate support number (R3 Met), demonstrating ownership and clear next steps (O1, O2 Met). However, no troubleshooting was done for the actual issue — the meaning and source of a 'LAN line number' for VoIP — and the interaction lacked empathy, efficient handling, and technical depth, resulting in an unresolved outcome.

V1 Case Analysis

Customer has a Cisco 2560E switch, not a Linksys product. Agent confirmed device is unsupported by Linksys and provided Cisco support number: 1‑800‑553‑2447.

Troubleshooting Steps
  • Collected serial number (4L00GB00278) after multiple clarifications [01:00–02:00]
  • Requested model number [02:00]
  • Identified device as Cisco 2560E switch [09:00]
  • Provided Cisco support contact information [12:00]
Key Observations
  • Agent took approximately 9 minutes to identify the device, including a long hold time [04:00–09:00], indicating inefficiency.
  • Agent correctly identified the device as a Cisco 2560E switch and provided the correct Cisco support number [09:00–12:00], demonstrating technical accuracy.
  • Agent failed to acknowledge customer frustration or provide empathy after the customer expressed confusion and repeated questions [10:00–11:00].
  • Agent did not confirm the customer understood that Linksys could not assist before ending the call, risking miscommunication.
  • Serial number was initially misheard as 'Four N, zero zero seven, nine two six four dash two' [01:00], requiring correction from the customer [02:00].
Positive Highlights
  • Correctly identified the device as a Cisco 2560E switch, not a Linksys product [09:00], aligning with KB guidance for off-topic device identification.
  • Provided the accurate Cisco support phone number (1‑800‑553‑2447) [12:00], offering a valid next step.
  • Collected complete customer contact information (name, phone, email) [03:00–04:00], supporting case documentation.
Agent Errors / Gaps
  • Misheard and incorrectly repeated the serial number, causing unnecessary back-and-forth [01:00].
  • Excessive hold time (approximately 5 minutes) without explanation or progress update [04:00–09:00], reducing efficiency.
  • Did not acknowledge customer frustration or confusion when the customer questioned which company they were speaking to [10:00].
  • Failed to confirm customer understanding before closing the call, leaving resolution ambiguous [12:00–13:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer needed help with a LAN line number for a VoIP phone setup; agent did not resolve this and only referred to Cisco without confirming if that was the correct path or offering any workaround.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked for serial/model but performed no diagnostic steps related to the actual issue (LAN line number or VoIP setup); no attempt to understand the setup scenario or device role.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as a Cisco 2560E switch, outside Linksys support scope, and provided Cisco's support number as the appropriate next step.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify the symptom (need for a LAN line number in VoIP context), ask about the phone system, or determine root cause; only focused on device ownership.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used internal lookup to identify the device as Cisco, which is a valid tool use; however, no further tools (e.g., knowledge base on VoIP, LAN line meaning) were used to address the actual customer need.
T3 Partially Met No misinformation conf 90%
Agent accurately stated the device is a Cisco switch and gave correct Cisco support number, but provided no technical clarification on what a 'LAN line number' is or how it relates to VoIP setup.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent introduced themselves and collected information, but had long unexplained silences (5-minute hold without update) and failed to set expectations or maintain control of the conversation flow.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language but did not adapt to customer confusion about company ownership or clarify technical terms like 'LAN line number'; no comprehension checks performed.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case, gathered necessary details (serial, model), and provided a direct next step without transferring or deflecting responsibility.
O2 Met Proactive follow-through conf 95%
Agent clearly communicated the next step: contact Cisco at 1-800-553-2447, with appropriate caveats about potential lack of support.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was out of scope, not beyond L1 capability.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite but offered no empathy for customer frustration or confusion; interaction was transactional, though not dismissive.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a consistent pace but did not adjust tone or approach despite customer repeating information and expressing confusion about company identity.
X3 Partially Met Overall experience conf 85%
Customer had to repeat serial/model information due to mishearing, but agent eventually captured it; agent could have reduced repetition by confirming earlier instead of re-asking.
Call Transcript16 turns · 18 lines
Speaker 1
Yes. I'm trying to hook up my [ silence ] Linksys to my Internet, uh, home. And they're asking for LAN, LAN line number.
00:00
Speaker 2
Hey, thanks for calling this is Gia. Can I help you today?
00:00
Speaker 1
What is the number? [silence] Landline number. [silence] That's all they're asking me. [silence] I have a link for voice over IP phone [silence] that I want to hook to my internet. [silence] But they're asking me for landline number. [silence] Okay, hold on. The serial number is number four L, like London O, like orange 0 0 GB 0 0 2 7 8. [silence]
01:00
Speaker 2
I'm sorry. What's, asking for what number, sir? You mean telephone number, sir? Can I have the serial number of this router, sir, please? Okay, let me just read it back to you. Four N, zero zero seven, nine two six four dash two.
01:00
Speaker 1
No, no, no, no, no. Let me start again. 4 L like London. O like orange. 00 G like George. B like boy. 00 278. That will be iPhone. SP 942. That's like a sugar papa alpha 942. [silence]
02:00
Speaker 2
So for L 000 Z GB zero, Got it, sure. Thank you. Let me just check on the exact units, okay? And may I also have the model number, sure. Can you, look for the model number, please? S PA, spelling Papa, Alpha.
02:00
Speaker 1
202-391-5653 Edward Taylor I use
03:00
Speaker 2
okay sure i was just checking on this exact device here and um while we wait here i might have your phone number in case you get disconnected mhm 565 let me see how about your first and last name sure mr good tailor and uh your email address sure
03:00
Speaker 1
flyflegalready r-e-d-d-y-t-o-u-r-s at gmail.com so it's fly ready thours at gmail.com okay thank you
04:00
Speaker 2
OK, true, I'll just be asking for a three to five minutes, please stay online. I'll get back to you, okay? I just need to check on the exact device you have. Thank you, sir so me. [ silence ] Hello, sir? Sir, Edward. Yes, yes, sir. I was able to check on the device you have right now. This is actually not owned by links anymore, sir. This is a Cisco device. It's a Cisco. It's a Cisco 2560E switch device.
04:00
Speaker 1
ok so where did I call is that uh Lennox okay so which company am I talking to now yeah
10:00
Speaker 2
Cisco device, sir. This telephone that you have that you're trying to connect. This is a tele- this is not from Linksys. This is from Cisco. And unfortunately, sir, we do not support this one anymore. Um, [silence] for this, yes, yes, sir. For this device, sir, I'm not so sure if Cisco can still support you with this or can still assist you with the setup for this, but we in Linksys, sir, we are not trained for this device anymore, sir. Um, [silence] this is Linksys Technical Support, sir. And this router that you have, sorry, this, um, yes, this-
10:00
Speaker 1
So what do I do? I have to buy a new phone, or ...? Then I have the wrong number, then? Where do I call? Is there a number I can call? Yeah.
11:00
Speaker 2
Your phone that you have, sir, is not links was, but it's Cisco. I'm not so sure what to do with this one, sir, since I uh we are not trained for telephones. You can try Cisco if they still support this telephone. Let me just check if I have that one, okay?
11:00
Speaker 1
mm-Hmm. so which what's the name of this company six go so what are you saying is the number the ip number that i gave you is not your product okay all right let me call them thank you
12:00
Speaker 2
You can try this number sure, but it's, uh, yeah, just, uh, set your expectation here that there's not a guarantee that they can support you with this, but just give it a try. Uh, it's 1-800, uh, 553-2447. That's cisco sir. Yes. No sir. Unfortunately no. This is, uh, still owned by cisco sir, not by linksys. Mhm. Okay, so. thank you so much. You're welcome. How are good day please stay safe.
12:00