V2 Rubric Detail — cb606ac2-65ee-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 23:39
Duration
8m 3s
Contact
Cathy Inscoe
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00133108
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Product Compatibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.8% (+21.8)

V2 Grader Summary

The agent correctly diagnosed and addressed the email delivery issue by updating the customer's contact information and resending the verification. However, resolution was not confirmed as the customer did not receive the email during the call and opted to follow up later. While troubleshooting and ownership were strong, the lack of confirmed resolution and missed empathy opportunities result in a Partial Resolution outcome.

V1 Case Analysis

Customer unable to receive email from Linksys; verified email (kzpi74@gmail.com), resent email twice, advised to check spam and refresh inbox.

Troubleshooting Steps
  • Verified email address spelling via phonetic confirmation
  • Resent the email twice to the verified address
  • Advised customer to check spam folder and refresh inbox
Key Observations
  • Agent correctly verified the email address spelling using phonetic confirmation at [01:00–02:00].
  • Email was resent twice, but no confirmation of receipt was obtained [04:00–06:00].
  • No alternative contact method (e.g., secondary email, SMS, or phone callback) was offered despite repeated delivery failure.
  • Customer mentioned being in a low-coverage area, which was acknowledged but not leveraged to suggest alternative communication.
  • Call ended without a proactive follow-up plan or clear ownership of next steps.
Positive Highlights
  • Accurately verified the customer's email address using phonetic spelling, preventing input errors.
  • Resent the email promptly after verification and attempted re-engagement.
  • Provided valid and standard troubleshooting advice (check spam folder, refresh inbox).
  • Technical advice was fully aligned with KB guidance for email-related inquiries.
Agent Errors / Gaps
  • Did not confirm whether the customer received the email after resending it twice [04:00–06:00].
  • Failed to propose an alternative contact method when email delivery repeatedly failed [06:00].
  • Did not set expectations for proactive follow-up or provide a timeline for next action.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The core issue — email delivery — was not confirmed resolved; customer ended call without receiving the email and agreed to call back later if needed.
R2 Met Diagnostic thoroughness conf 97%
Agent verified the correct email address letter-by-letter, updated the record, resent the email, and instructed the customer to check spam and refresh inbox.
R3 Met Correct resolution path conf 96%
Agent followed correct procedure: corrected the email, resent verification, and gave actionable next steps without prematurely escalating or dismissing.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identified the symptom (email not received), diagnosed the root cause (wrong email on file), and corrected it with customer verification.
T2 Met Appropriate tools / resources used conf 96%
Agent used internal tools to update customer record and resend the verification email — appropriate and necessary for this scenario.
T3 Met No misinformation conf 98%
All technical guidance (check spam, refresh inbox, verify address) was accurate and aligned with standard email troubleshooting protocols.
Communication
C1 Partially Met Clear & professional language conf 92%
Call had multiple silences and lacked clear framing; agent managed flow adequately but did not proactively control pacing or transitions.
C2 Met Confirmed understanding conf 95%
Agent used clear, simple language, spelled out letters phonetically, and avoided technical jargon, adapting well to customer’s communication needs.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took ownership by updating the record, resending the email, and staying on the issue without transferring or deflecting responsibility.
O2 Met Proactive follow-through conf 94%
Agent set clear next steps: check spam, refresh inbox, wait a moment, and call back if still not received — realistic and well-communicated.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or evident; this appears to be a first-time contact with no handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — the issue was within L1 scope and being actively worked.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite and professional but did not acknowledge the customer’s mention of an emergency (Bear Creek boat activity) or stress from poor signal.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a courteous tone but did not adjust pace or empathy level despite customer’s situational stress and connectivity issues.
X3 Partially Met Overall experience conf 91%
Customer had to wait, manually check spam, and potentially call back — minimal but unavoidable effort given the remote delivery dependency.
Call Transcript14 turns · 15 lines
Speaker 1
[KEEP_UNCERTAIN] Hi Epie, this is Kathy Esko, and I called this morning, um, my links as boxes are at my house in Florida, and I'm in Colorado right now, and we're
00:00
Speaker 2
Welcome to Inksis 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.inksis.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Depending, please have your devices 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. Thank you for calling linksies. This is Epi. How can I help you?
00:00
Speaker 1
Okay. okay. [silence] okay. yes. Yes, ma'am. [silence] No. She's got the wrong email. It's K like kite
01:00
Speaker 2
uh, yes, ma'am. Q. Okay, so you're unable to receive the email. Actually, the previous technician did the send you the email, did send you the email, ma'am. So I just uh need to verify your information. So this is Kathy and your last name that's spelled as I N S C O E and your email address is again A for Apple, Z for Zebra, P for Peter, I for India, 74@gmail.com.
01:00
Speaker 1
Z as in zebra, P as in, Paul, I as in igloo, 7, 4, at Gmail. So it's K, Z PI. Yep, yep. Perfect. No problem. Yeah, I looked and looked and I thought, I haven't looked in my spam mail and I thought, shoot, I don't think I got it.
02:00
Speaker 2
okay. okay. yeah, that is why you're not able to receive that mail. okay, because the email address is incorrect. all right. so let me just update the record here. okay. just give me one minute. ma'am.
02:00
Speaker 1
Well, now I know why. OK. [silence] There's something going on at Bear Creek. It's emergency boat and everything going by. Not good at all. okay okay hold on just second oh hold on hasn't come through yet
03:00
Speaker 2
Kam's sending it now, ma'am, now kindly check if you're able to receive it.
04:00
Speaker 1
[silence] Yeah, hasn't come through yet. and check span. Give it another minute. and it was K as in kite, Z as in zebra, P as in Paul, yeah, I as in
05:00
Speaker 2
You may also check your spam. P for Peter.
05:00
Speaker 1
Glue 7 4 X Right. yeah. All right. It will be coming from Linksys. Okay. All right. Hold on. and I'm I'm getting yet. Let me give it a little bit of time and see if I get it through if it doesn't. open up. Nope. That's not it. I just got something, but not from Linksys. Up. Um no, the only one I've got is a Gmail. I don't have anything besides the Gmail. Okay.
06:00
Speaker 2
Yes, ma'am. One seven four at gmail.com. yes, ma'am. Should say links us please. Do you have another email? Aside from the gmail. Yes, cause I already sent two, ma'am. Just to make sure,
06:00
Speaker 1
All right, hold on, it's not coming through yet. All right, let me get home and see if it comes through when I get home and I have better coverage. Because I'm actually not home right now. And if not, then I'll give you guys a call back. All right. Okay. Yeah. I will do that. Okay, I will do that. No, thank you. Thank you. All right. Take care. All right. Uh-huh.
07:00
Speaker 2
Okay. No worries, ma'am. Okay, you may also check your spam just to make sure and try to refresh your inbox, okay? Yeah, because I've already sent two emails. Okay, thank you so much for your time, Ms Kathy. Yes, you can always give us a call back. No worries. Thank you again for calling Ericus. This is Eric, and good night, ma'am. Take care.
07:00