V2 Rubric Detail — cfa885f8-76f4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 15:35
Duration
5m 6s
Contact
Olivia Ester
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00077794
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: access password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency5.00/5
Overall4.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall94.2% (-1.8)

V2 Grader Summary

The agent verified the customer's email address, used the internal system to resend the pass-code email, and the customer confirmed receipt. The interaction showed ownership, appropriate tool use, and accurate information, resulting in a successful resolution despite minor communication hiccups.

V1 Case Analysis

Customer did not receive pass-code email; agent verified and corrected email address (Oliviaanneesper@yahoo.com), resent email; customer confirmed receipt.

Troubleshooting Steps
  • Verified customer identity (name: Olivia Esther).
  • Confirmed correct email address spelling with customer.
  • Resent the pass-code email after correction.
Key Observations
  • Agent initially misheard the email address (OliviaAE@yahoo.com), but promptly corrected it after customer clarification.
  • Customer explicitly confirmed email receipt at [04:00], confirming resolution.
  • No product or warranty details were required — this was an account/access issue unrelated to hardware or firmware.
  • Agent maintained a polite and professional tone throughout.
Positive Highlights
  • Accurately verified customer identity using name at [01:00].
  • Promptly corrected the email address after customer provided spelling at [02:00].
  • Resent the email immediately and confirmed delivery with the customer at [04:00].
  • Obtained explicit confirmation from the customer that the email was received and issue resolved.
  • Maintained clear, calm, and empathetic communication throughout the call.
Agent Errors / Gaps
  • Initially misheard and incorrectly recorded the customer's email address, requiring clarification from the customer.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed receipt of the email: 'I did get it.' Issue was resolved as requested.
R2 Met Diagnostic thoroughness conf 90%
Agent verified the customer's email address and resent the email, addressing the reported problem with relevant diagnostic steps.
R3 Met Correct resolution path conf 90%
Resending the email was the correct resolution path for a missing pass-code email; no warranty or escalation was needed.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified the symptom (no email received) and asked a relevant diagnostic question (confirm email address spelling).
T2 Met Appropriate tools / resources used conf 90%
Agent used the internal system to pull the record and trigger an email resend – appropriate tool use for this issue.
T3 Met No misinformation conf 95%
All information given (email resend, verification of address) was technically accurate.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent set a brief expectation (‘wait a couple of minutes’) but the call lacked a clear closing summary and had some awkward transitions.
C2 Met Confirmed understanding conf 85%
Agent used polite language, apologized, and avoided jargon; communication was understandable for the customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership, did not transfer, and followed through by resending the email.
O2 Met Proactive follow-through conf 90%
Agent gave a clear next step – check for the email after a short wait – and the customer confirmed the outcome.
O3 Met Closure confirmation conf 95%
Agent referenced a prior contact record (‘I was able to pull up a record for you’).
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this simple email-resend issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution details are not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy (‘I do apologize’) and remained courteous throughout.
X2 Met Tone & rapport conf 85%
Agent matched the customer's pace, asked for clarification, and kept the conversation engaging.
X3 Partially Met Overall experience conf 70%
Agent required customer to re-spell entire email despite having partial data; could have pre-filled known segments.
Call Transcript8 turns · 9 lines
Speaker 1
Yes, I called earlier about, uh, trying to find my pass code on my device. And, um, y'all said y'all were going to email me a way to view. And I never got the email and that was this morning.
00:00
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 one now. For out of warranty, 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. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you? for today. Mm-mm. Mm-hm. Oh, I do apologize. You've not received the email that's supposed to be sent to you by the previous technical support. I was able to pull up a record for you, Ma'am in the system. Let me just verify. Am I speaking with Miss Olivia Esther? All right. Uh, I'm sure that the previous technical support was able to send you an email. But let me double check your email address, if this is correct. It's Olivia A E at yahoo.com? All right. Um, let me double check if the spelling is correct, Ma'am. It's O... Uh, hold on. O-L-I-V-I-A. And then A-N-N-E. And then E-S-T-E-R at yahoo.com. Is that correct? So that's Olivia and
00:00
Speaker 1
No, well, let me spell it for you. O-L-I-V-I-A-N-N-E-S-P-E-R.
02:00
Speaker 2
and then, a, uh, that's, the, an is A-N-N-E, and then, directly, S-T-E-R, correct? Okay, all right, thank you. Uh, she was able to, sent to you, however, he, uh, she spelled it, uh, over with letter E, hold on, let me just refresh it for you.
02:00
Speaker 1
I guess I'm going to head out to my mom's.
03:00
Speaker 2
All right. So, um, I was able to send you an email. Can you double check if you did receive it? Let's just wait for it for a couple of minutes. Go ahead.
03:00
Speaker 1
No, I still waiting. Okay, I did get it. I will follow the directions of this when I when I get a chance, but I did get the email. Thank you so much for your help. Same to you. [silence] Output only [silence]
04:00
Speaker 2
mm-hmm all Kaya sure yes or no mm-hmm thank you so much ma'am you have a nice day ahead bye-bye for now.
04:00