V2 Rubric Detail — c6446f0a-6384-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:55
Duration
17m 3s
Contact
Fabiola Vega
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132684
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 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
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp3.57/5
Overall65.3% (+9.3)

V2 Grader Summary

The agent successfully retrieved an email the customer had missed, but failed to clarify whether the request was for a second mesh router or just product information. The core ambiguity around device eligibility was not resolved, resulting in a partial outcome. While CRM use and communication were adequate, diagnostic and clarification gaps prevent a full resolution rating.

V1 Case Analysis

Customer (Fabiola Vega) requested replacement power cord or additional node for MR9000; agent verified account and model, confirmed prior email with Amazon link was sent by previous tech, advised customer to scroll through email. Customer located email during call. No case created or follow-up initiated.

Troubleshooting Steps
  • Verified customer identity using phone number
  • Confirmed router model (MR9000) from account record
  • Advised customer to scroll through email thread to locate accessory link
Key Observations
  • Agent correctly identified the MR9000 model and confirmed the prior technician's email with accessory link [05:00, 10:00].
  • Agent failed to collect or verify serial number, warranty status, or create a HappyFox case despite handling a hardware/accessory request.
  • Long silences (e.g., [14:00]) and lack of proactive guidance reduced efficiency and control.
  • Agent did not offer to resend the email, verify the product link, or assist with ordering, despite customer confusion.
  • Customer ultimately found the email during the call [16:00], indicating the advice was minimally effective but not sufficient on its own.
Positive Highlights
  • Successfully verified customer identity using phone number [04:00].
  • Correctly identified the MR9000 router model from the account record [05:00].
  • Confirmed the existence of a prior email with an Amazon link for the accessory [10:00].
  • Provided accurate guidance that emails may be grouped in mobile view, advising the customer to scroll through [15:00].
  • Customer was able to locate the email during the call, suggesting the advice, while minimal, was directionally correct.
Agent Errors / Gaps
  • Failed to create or reference a HappyFox case number.
  • Did not collect or verify product serial number for warranty or RMA eligibility.
  • Did not confirm warranty status or support eligibility before closing.
  • Provided no concrete next step beyond 'scroll through your email,' leaving customer to self-resolve.
  • Did not offer to resend the accessory email or validate the correct product link.
  • Spent excessive time on hold and silence without advancing troubleshooting.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Customer initially sought information about a missing device (a 'tower' mesh router) but ended up locating an email about a power cord under $10; the core request for a second mesh node was not resolved.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent verified customer identity and pulled up record but did not clarify the actual request—confusion between a replacement power cord and a second mesh router was not addressed.
R3 Partially Met Correct resolution path conf 93%
Agent treated the issue as an email retrieval problem, but failed to determine whether the customer was eligible for or entitled to a second mesh router, missing a key eligibility or product guidance opportunity.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified the symptom (missing email) but did not ask clarifying questions to determine if the customer was requesting a free replacement device or just product info, leading to misdiagnosis.
T2 Met Appropriate tools / resources used conf 96%
Agent correctly used CRM/ticketing system to pull customer record and confirmed prior agent communication, which was appropriate for this scenario.
T3 Met No misinformation conf 97%
All technical information provided (e.g., how to find emails, CRM data) was accurate and consistent with internal processes.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent set a hold expectation but lost control of the conversation when the customer shifted focus to a power cord; did not reframe or clarify the original request.
C2 Partially Met Confirmed understanding conf 93%
Agent used simple language but failed to confirm understanding when the customer conflated a mesh router with a power cord, indicating a missed comprehension check.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took responsibility for verifying the prior interaction and locating the email.
O2 Partially Met Proactive follow-through conf 91%
Agent provided a timeline for the hold but did not establish clear next steps regarding the second device inquiry—customer was left to self-resolve.
O3 Met Closure confirmation conf 94%
Agent referenced the prior technician’s email and used existing customer data, avoiding re-asking basic information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized for the hold and maintained a polite, patient tone throughout, showing empathy despite customer confusion.
X2 Partially Met Tone & rapport conf 92%
Agent matched the customer’s pace but did not adapt when the conversation veered off-topic, missing cues that the customer was confused about what was being offered.
X3 Partially Met Overall experience conf 90%
Agent reduced effort by retrieving the email but did not prevent confusion between a mesh router and a power cord, leading to unnecessary customer effort in searching.
Call Transcript17 turns · 19 lines
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 available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available - please have your device's serial number and contact information ready. If unavailable, kindly call back later. For assistance, press 1 now. For out-of-warranty products, paid support may be available - please have your device's serial number and contact information ready. If unavailable, kindly call back later. Thank you for calling Links. This is Scarlett. How may I help you? [silence]
00:00
Speaker 1
Um, they, they, uh, the person that I talked to told me that, uh, or send me an email of a router, mesh router. Um, but I was wondering if he was going to send me another one, a different, the same thing, but it was a tower. I was wondering if I could also get that, um, an email. [silence] No, because I'm, I'm, I'm, no, I'm planning on buying a mesh router. Um, but he just, he just sent me one, one, one router, but I, I want, he said, there's another one, but he didn't send me the other one. He says it's a tower. It's also a mesh router, but he didn't send it to me. [silence]
03:00
Speaker 2
what email did you send him? Is it like instructions on how to uh, um, set up? Uh-huh. Yes.
03:00
Speaker 1
I was wondering if I could have the send it through through the email no I do not yes 949-5 44-49-3-8-7 yes
04:00
Speaker 2
Okay, um, let me just verify this one, me m do you have a ticket number, a reference number that I can pull up your record? Okay, let me just, um, check your record using your phone number, me can I have your phone number? Um, okay, let me just pull up your record, K. All right, okay, I was able to pull up a record here. It's under Fabiola Vega. Email address isobbyvega2016@icloud.com. Okay. All right.
04:00
Speaker 1
Yes. Yes. Yeah. Yes. Yes, he said it was a tower, but he didn't send it to me. So, I was like, oh, how am I gonna know? Yes. Okay. Yes.
05:00
Speaker 2
Ma'am, uh, your current router is an MR 9000. And you want to, like, uh, you only got one router right now, right? And you wanted to add, um, another one, correct? And you were, uh, that previous agent mentioned it to you about this MR7350, right? It was a sense to your email. And he, he also mentioned about, like, sending you another one, another type of device that you can check. Okay. Okay. Okay. Okay, okay. So, ma'am, can I please you on a hold for just three to five minutes? Let me just verify that. I'll be back, okay? Okay, thank you. Stay in the line. [silence]
05:00
Speaker 1
What's other device they send it to? Yes, I did. I don't see it. Oh, I'm saying. Oh, yeah, sorry. I didn't see it. Okay, it just gives me the exchange estimate. Okay. Okay, I'll just look it up on Amazon. Oh, does this does this come with anything or you have the cord separately? No, I don't see it. Oh, yeah. Yeah, I don't see it, but it's I just want a coil and here's amazing. I just want a cord and it would be under 10. Okay, so I just want a cord and my budget is under 10. Just a replacement cord under 10. Tens. Okay. I know. I'll just look it up online real quick. Yeah, let me do a quick online search. Product finder, uh, power cord, plug or something like that. Okay.
10:00
Speaker 2
Hello, ma'am. Thank you so much for patiently waiting. I do apologize for that hold. Um, I was able to verify this with the previous technician, Ma'am. Actually, he sent you another email on another device that you can check to be added to your network. Um, did you check your email, Maam? Um, you can refresh your email. He just sent you, uh-huh. Okay. Uh-huh. Uh-huh. Yes.
10:00
Speaker 1
I did this, this product sale on Amazon? Oh, there's Amazon. Oh, let me see. Uh huh. Because I have the one that he said was gonna be he said it was. Uh. Uh. Um, he said it was
11:00
Speaker 2
I'm sorry ma'am. Yes, I think the link that was provided to you is already from um Amazon. Okay, that's from Amazon ma'am. Um yes. Um okay.
11:00
Speaker 1
79? It, it doesn't let me see, I mean, it lets me see but it takes me to gaming. I don't know what is, oh. Hold on. I don't, yeah, it didn't give me the, I mean, it just gives me the information like the model number. I don't know if if is that the only information that uh he sent me? [silence] [silence] [silence] [silence] yes. [silence] [silence] [silence] [silence] is this the new one that [silence] that [silence] this [silence] the [silence] one that [silence] that's [silence] said [silence] tower? [silence] [silence] oh, [silence] okay. [silence] because [silence] now [silence] I cannot see [silence] the [silence] other [silence] one, [silence] the [silence] previous [silence] one [silence] that [silence] he [silence] sent [silence] me. [silence] [silence] he [silence] sent [silence] that [silence] one [silence] maybe [silence] 10 [silence] minutes [silence] ago. [silence] so [silence] I I [silence] [silence] yeah. [silence] I I [silence] guess [silence] it [silence] deleted [silence] it [silence] or [silence] I [silence] deleted [silence] it. [silence] I [silence] don't [silence] know [silence] what [silence] I [silence] did. [silence] [silence] yes. [silence]
12:00
Speaker 2
Yes ma'am. Um on your email. Um yes ma'am. uh-huh. Yes. Um you can just scroll down your i you can just scroll down your email ma'am. It could be um um try to check maybe they're just on the same email it's just um you could scroll down on your email.
14:00
Speaker 1
Oh, gosh. Yeah, this is the only email, the one that I got right now at three in the evening. Uh, it says, Oh my gosh. What happened to the other email? Hmm. That's . No, I'm using my phone. Uh huh. Uh huh. Yeah, I see like a little, uh, like a little arrow, let me see. Ah.
15:00
Speaker 2
Hi, can you use your phone, ma'am, or your computer to check email? Try to check if sometimes if it is the same sender, it will just, it won't give you like a separate email. It will just continuously put it in one email.
15:00
Speaker 1
I see. Let me see. Oh, you're right. Well, thank you very much. I didn't I'm like, what is this? Okay. Got it. Okay. Okay, all right, well, thank you. Thank you very much. Mhm. Okay, bye. Mhm. Okay, all right. Thank you. Okay. Okay. All right, bye, thank you. You too.
16:00
Speaker 2
Mm-hmm. Mm-hmm. All right. So if you need assistance again in the future, ma'am, just give us a call, okay? All right. You're welcome. You are welcome, Steph. Thank you for dialing Linksys, ma'am. This is Carla. Bye for now. Okay. And by the way, ma'am, if you call us back, just use your phone number as your ticket number so that we can pull up your record, okay. You're welcome. So thank you for calling Linksys, ma'am. This is Carla again. Have a good day. Goodbye. [silence]
16:00