V2 Rubric Detail — c6f5e134-7623-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 14:39
Duration
7m 42s
Contact
Kervin Joseph
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135316
Support Country
United States
Product Family
ADAPTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent never provided the requested driver, offered inaccurate advice about returning the adapter, and failed to perform any troubleshooting or use appropriate resources. No clear next steps or ownership were demonstrated, resulting in an unresolved call.

V1 Case Analysis

Customer requested driver for a Linksys USB Wi‑Fi adapter. Agent did not obtain model details and provided an incorrect personal email address instead of the official driver download link. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not ask for the USB adapter model or serial number, which are required to locate the correct driver.
  • Agent provided a personal Yahoo email address instead of directing the customer to the official Linksys support download page.
  • Agent placed the customer on hold for ~4 minutes without providing status updates or progress.
  • No verification of the customer's email address or confirmation that the driver was received.
  • No technical troubleshooting or resolution was attempted.
Positive Highlights
  • Agent used polite closing language.
Agent Errors / Gaps
  • Failed to collect product model/serial number, which is critical for driver lookup.
  • Provided incorrect guidance: gave a personal email address instead of the official Linksys support link (https://support.linksys.com). This violates Linksys support protocol and KB guidance.
  • No actionable troubleshooting steps were performed.
  • Inefficient handling: long hold time without updates or progress.
  • Failed to confirm the customer's email address or verify that the solution was received.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided the driver or a resolution; call ended without issue being solved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions or troubleshooting steps were performed; agent only said they would ask a technician.
R3 Not Met Correct resolution path conf 96%
Agent suggested returning the adapter and then vaguely promised to ask a technician, which is not the appropriate path for a driver request.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms, ask about OS, model, or any relevant details before offering a solution.
T2 Not Met Appropriate tools / resources used conf 96%
No tools, KBs, or driver‑download sites were referenced; the agent skipped the obvious resource (Linksys Support driver page).
T3 Not Met No misinformation conf 98%
Statement "if that's all you really need is like driver stuff, then you can return it" is factually incorrect and not supported by any KB.
Communication
C1 Not Met Clear & professional language conf 95%
Agent gave no clear agenda, no structured flow, and the call ended abruptly without confirming next steps.
C2 Not Met Confirmed understanding conf 94%
Communication was vague and did not adapt to the customer's request for the driver; no clarification or paraphrasing was evident.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transferred the issue to a “local technician” but did not follow through or take ownership of delivering the driver.
O2 Not Met Proactive follow-through conf 96%
Agent promised a five‑minute callback but the call ended without any concrete next‑step timeline or follow‑up confirmation.
O3 Not Applicable Closure confirmation conf 99%
This appears to be the first contact; no prior case history needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted for a simple driver request.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered only generic pleasantries; no empathy for the customer's need or frustration was expressed.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace; the interaction remained flat and unengaging.
X3 Not Met Overall experience conf 96%
Customer had to repeat the email address and the agent did not streamline the process; the issue was not resolved, creating extra effort.
Call Transcript6 turns · 8 lines
Speaker 1
[KEEP_UNCERTAIN] [silence] Good morning. What is your name? [silence] me. All right. [silence] I call on Tuesday.
00:00
Speaker 2
[silence]
00:00
Speaker 1
If that's all you really need is like driver stuff, then you can return it.
01:00
Speaker 2
Mm-hmm. Mm-hmm. Okay. No worries. I'll check this one for you then. just stand a line, I'll just gonna ask our local technician if they still have the driver for this wireless adapter I'll be right back Kervin, it may take five minutes max. just stand to the line. yeah? Thank you [ silence ] [silence].
01:00
Speaker 1
Can you, uh, yes, can, can, can you, can you double-check the email address for me? Yes, ma'am. That is correct. All right, thank you so much. I will be waiting vote. All right, have a, have a good night. Bye-bye. [silence]
07:00
Speaker 2
Okay, just wait for five minutes, Max, once this call will end. Mhm. Yes, um that's gonna be kerbin, K E R V I N and then Joseph at Yahoo.com. Okay. All right, just make sure they'll send it to your email address. Okay? Okay, you take care then. Good luck for work. Bye bye. You too, bye bye.
07:00