V2 Rubric Detail — cd1e6ac8-7ec4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:11
Duration
12m 25s
Contact
623-313-3804
Issue Type
Account/Billing
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication0.00/5
Ownership2.00/5
Escalation4.00/5
Customer Exp0.00/5
Overall27.8% (-28.2)

V2 Grader Summary

The agent failed to resolve the wrong shipping address, provided no troubleshooting, and offered limited empathy. They escalated the case to a specialized team and gave a 48‑hour callback promise, which constitutes an appropriate escalation but fell short of ownership and clear communication.

V1 Case Analysis

Customer reported incorrect shipping address on screen protector order (order #B for Beto WCT 00543402). Agent collected email (gaminoj2424@gmail.com) after multiple spelling attempts, could not verify correct address or case number, and escalated to specialized team. Customer advised of 48-hour email response window.

Troubleshooting Steps
  • Requested and recorded customer's email address after phonetic spelling.
  • Attempted to verify order number (B for Beto WCT 00543402).
  • Escalated case to specialized team for address correction.
Key Observations
  • Agent struggled to capture the customer's email correctly, leading to multiple clarification attempts.
  • No confirmation of the correct shipping address or a case number was obtained before escalation.
  • Long silences and filler words (e.g., 'eh', 'well') reduced efficiency and clarity.
  • Despite communication issues, the agent correctly identified the need for escalation and set a clear 48-hour response expectation.
Positive Highlights
  • Persisted in obtaining the customer's email address despite phonetic confusion, eventually capturing it correctly.
  • Recognized the limits of their authority and appropriately escalated to a specialized team.
  • Provided a specific timeline (48-hour response) to set customer expectations.
  • Maintained a polite tone throughout the call despite communication challenges.
Agent Errors / Gaps
  • Failed to verify or capture the correct shipping address before escalating.
  • Did not confirm or provide a case number to the customer for reference.
  • Repeated filler phrases and lack of structured communication caused confusion and inefficiency.
  • Did not summarize the next steps clearly or confirm customer understanding before closing the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never corrected the shipping address or confirmed a resolution; only said the case would be sent to a specialized team.
R2 Not Met Diagnostic thoroughness conf 93%
No troubleshooting steps were taken; the agent only asked for email and case number and then escalated.
R3 Partially Met Correct resolution path conf 78%
Agent chose to escalate to a specialized team, which can be appropriate for order‑address changes, but did not gather the correct address or attempt any correction themselves.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify the core problem (wrong shipping address) nor ask clarifying questions beyond email spelling.
T2 Not Applicable Appropriate tools / resources used conf 85%
No tools, system look‑ups, or diagnostics were evident in the transcript.
T3 Met No misinformation conf 88%
Agent accurately stated that the specialized team would contact the customer within 48 hours.
Communication
C1 Not Met Clear & professional language conf 90%
The call lacked clear framing, the agent repeatedly asked for spelling, and the conversation became disjointed.
C2 Not Met Confirmed understanding conf 88%
Agent’s language was confusing and did not adjust to the customer’s apparent difficulty understanding the spelling request.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent transferred the issue without taking ownership of correcting the address or confirming details.
O2 Met Proactive follow-through conf 92%
Agent gave a clear next step: the specialized team will contact the customer within 48 hours.
O3 Not Applicable Closure confirmation conf 95%
This was the first contact; no prior history to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Escalation to the specialized team was made after the agent could not resolve the address issue.
E2 Partially Met Escalation prep & handoff conf 78%
Agent collected email and case number but did not capture the corrected shipping address before escalating.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy or acknowledgment of the customer’s frustration was offered.
X2 Not Met Tone & rapport conf 88%
Agent did not adapt tone or pace; repeated unclear spelling requests caused confusion.
X3 Not Met Overall experience conf 90%
Customer had to repeat their email multiple times and the agent did not streamline the process.
Call Transcript20 turns · 22 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. OK. Hola. Gracias por llamar al soporte de Velkin. Le habla Marianne. ¿En qué le puedo ayudar? OK. Buenos días. [silence] Mhm. [silence] Bueno. Un momento para checar, por favor.
00:00
Speaker 2
the address uh yeah glad to be here on the monday yeah uh goodbye excuse me I don't know if you can help me but yesterday I made a claim for the screen but but I already registered the order and everything but the problem is that in the shipping address I put down the wrong one.
00:00
Speaker 1
Bien, usted tiene un número de caso [silencio] ??. Un momento.
01:00
Speaker 2
Sí, tengo el número de la orden y es B de Beto WCT 00543402.
01:00
Speaker 1
Por favor, dame tu correo electrónico: [silencio] es dvenjorge2424...@gmail.com
02:00
Speaker 2
es Gamino Jorge 24-24 arroba sado.com [silence]
02:00
Speaker 1
En realidad me puede usted deletrear, por favor.
03:00
Speaker 2
Yes. Yes. Yes. This is Qdato, E. D. E. M. E. N. O. No.
03:00
Speaker 1
Sí Esche Jorge Bueno Bueno, momento, es G de gato, ¿verdad? A M M de mamá O
04:00
Speaker 2
como esa J de Jorge y pues aquí Jorge también orque 24 24 point com así es que vive gato M M I N O así M de mamá y N o
04:00
Speaker 1
Well, do you want make a replacement for the screen protector now, right? 后路心 Queryreel
05:00
Speaker 2
español para manejar nada se quita que puse si ¿la dirección [silencio]
06:00
Speaker 1
Un momento, por favor. Bueno, ahora necesito, si tiene un número de caso, está en los correos, los correos electrónicos. Bueno, comienzan con 18, el 18. Sí, por favor, 18.
07:00
Speaker 2
no but the case number why for the for the demand you let me look
07:00
Speaker 1
Bueno, usted me dijo que su correo es gaminoj2424 a roba Gmail punto com eso. Mino es J a perdón a. No es que la G a G gato a M.
08:00
Speaker 2
No me llegaba. Ah, escucha, y nomás me sale este dice "order placed" y sale ese número que le di, que le ha dado hace más temprano. Sí. Sí. No, es que, que, que de gato. Sí.
08:00
Speaker 1
M de mamá y latina, verdad? N de niño O, bueno, Jorge J ORGE 24 24 arroba Gmail.com. Eso?
09:00
Speaker 2
So like, what's your name?
09:00
Speaker 1
¿Si ahora me sale? Un momento. Hola, señora, de nuevo. Ahora, después de revisar el caso de usted, voy a enviar el caso al equipo especializado y... [Silencio] ellos van a contactar con usted ellos van a contactar si eh eh van a contactar con usted eh en un plazo de eh 48 horas bueno ellos van a contactar con usted en en un plazo de eh 48 horas eh por el correo electrónico bueno eh puedo ayudarle en algo más bueno muchas gracias por llamar al soporte de Ameren que tenga un lindo día señor hasta luego a usted
10:00
Speaker 2
Ok. ¿Ellos me van a llamar? Ok. Pero después, ¿no sería muy tarde, como si lo mandan? El paquete. Ok, está bien. No, no era todo. Ok Gracias.
11:00