V2 Rubric Detail — d2c7069c-8072-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 17:30
Duration
8m 6s
Contact
816-564-6120
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#TE00136621
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Initial Setup
⚠ 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
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.71/5
Escalation4.00/5
Customer Exp0.00/5
Overall13.9% (-42.1)

V2 Grader Summary

The agent failed to resolve the customer's business-critical issue or perform any troubleshooting, merely promising a level 2 callback. Communication lacked empathy and adaptation, ownership was not taken, and case history was ignored. However, escalation to level 2 was appropriate given the context, avoiding auto-zero. The outcome remains unresolved due to absence of technical progress.

V1 Case Analysis

Customer reported business systems (lights, thermostats, cameras) inaccessible remotely; requested immediate level-2 support. Agent placed on hold, promised callback within 30 min, recorded phone number (816-564-6120), but collected no device info and performed no troubleshooting.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect essential device information (model, serial, warranty), a critical protocol miss for any product support call.
  • No technical troubleshooting was attempted despite a clear, business-critical issue description.
  • Agent did not follow proper escalation protocol: no transfer, no case creation/update, no confirmation of escalation path, and no explanation of process.
  • Agent placed customer on hold for an extended period without updates, contributing to inefficiency and frustration.
  • Customer's urgency and frustration were not adequately acknowledged or managed.
Positive Highlights
  • Agent remained polite and professional throughout the call.
  • Agent correctly recorded the customer's phone number (816-564-6120) for the callback.
  • Agent agreed to pass along the customer's specific callback instructions (e.g., waiting on the line).
Agent Errors / Gaps
  • Missing product model/serial collection and warranty verification — a fundamental protocol failure.
  • Failure to follow proper escalation procedure: did not transfer, document, or confirm escalation path; only promised a callback without ensuring a structured process.
  • Insufficient empathy and failure to acknowledge the customer's frustration and business-critical urgency.
  • Excessive hold time without progress updates or communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the customer's issue; only promised a callback from level 2 without confirming any outcome.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — agent asked no diagnostic questions about the issue, device, or network setup.
R3 Not Met Correct resolution path conf 96%
Agent did not assess product status, warranty, or technical context before escalating; simply deferred to level 2 without path selection.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic process was initiated; agent did not identify symptoms or ask relevant questions to determine root cause.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools, resources, or evidence were used since no troubleshooting occurred; remote session, logs, or KB references were inaccessible.
T3 Not Applicable No misinformation conf 94%
No technical information, recommendations, or instructions were provided for accuracy evaluation.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent set a callback expectation (within 30 minutes) and maintained basic call control, but failed to guide toward resolution or manage transitions effectively.
C2 Not Met Confirmed understanding conf 96%
Agent used generic, flat language without adapting to customer's urgent business tone, frustration, or accessibility needs; no empathy or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent transferred responsibility to a future callback without taking ownership of the case during the interaction; no effort to resolve or retain control.
O2 Partially Met Proactive follow-through conf 91%
A timeline (callback within 30 minutes) was provided, but it lacked specificity (no owner) and contradicted earlier 'within the day' statements.
O3 Not Met Closure confirmation conf 95%
Despite customer referencing prior contact and escalation, agent did not review or reference case history, findings, or steps from previous interactions.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Escalation to level 2 was appropriate given customer's explicit request, prior L1/L2 engagement, and business-critical impact requiring advanced support.
E2 Partially Met Escalation prep & handoff conf 89%
Agent confirmed escalation path and callback preference but failed to provide technician ID, direct contact details, or complete reasoning for escalation.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy for customer's business urgency, repeated efforts, or frustration; responses were mechanical and transactional.
X2 Not Met Tone & rapport conf 96%
Agent maintained a flat, one-size-fits-all tone despite customer's escalating stress and need for urgency; no adaptation of pace or style.
X3 Not Met Overall experience conf 95%
Customer had to repeat callback number requirements and protocol; agent created avoidable friction by not capturing details upfront or minimizing effort.
Call Transcript12 turns · 14 lines
Speaker 1
Joyce. I know you're going to try to talk my head off. I need level two technical support. I had an issue. I talked to a girl on the phone, two different girls on the phone for over nine hours before they got me to level two. I was on level two tech support for seven hours. This is something that level one cannot handle. Can you connect me to level two technical support, please? Yes, ma'am. And if I can talk to the same gentleman in level tech two support, that would be wonderful because. [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys. This is joy, how can I help you today? Let me just check. Um, just to verify, this is Mr. Philip Di Magiel. Is that pronounced correctly? [silence] Yeah, sure. Since your ticket has already been escalated to level two technician, um, let me just place this call on hold. Should take two or three minutes. I'll be right back, just have to check with level two technician first. All right. You're welcome sir.
00:00
Speaker 1
More space down low where we can put things. So yeah, that will be cool. And who knows, we might work on that this afternoon if I can get my act together here. Just, this freaking sucks. I mean, I get it working, but it doesn't work exactly like it's supposed to. So it's not really working, you know what I mean? And I mean, it's just like So right now we have internet connection. We have phone, we have everything. But, I can't log in from the outside into the business because the way it's all set up it's set up incorrectly. And if you didn't have to log in from outside, it's fine. But like if I'm at home, I can turn the lights on here, turn the lights off here, turn lights on just thermostats, you know, cameras, everything.
03:00
Speaker 2
hello sir okay yeah thank you for patiently waiting yeah um i've already talked to level two technician that was assigned to your case before and yep um he's still assisting some cases right now but he will call you back within this day
03:00
Speaker 1
Okay, so let me let's, let's do this. I need to talk to somebody else, because I have to get this problem solved now. I'm not at home. This is a business. My business is down, and it is not running, because I need to get this fixed. So this is something that's like highly, highly important. It's not like my home internet's messed up and I need somebody to call me back. This is my business. Phone lines, thermostats, lights, everything. I need to talk to somebody. I need to talk to somebody right now. I'm sorry. Yeah, I can't wait. Cool. Thank you, man. Thank you, man. Thank you, ma'am.
04:00
Speaker 2
okay, hold on, let me just, okay, just a moment
04:00
Speaker 1
Yes, ma'am. I'm here. OK. 30 minutes. So, and what phone number is he going to call me back at? No. No. What phone number is he going to reach out to me with? Yes.
05:00
Speaker 2
Hello, sir. Um, yeah. Um, the level 2 technician will call you back within 30 minutes since he was going to review the case again for you then. So call you back within 30 minutes. Yes. Um, we don't have the exact phone number for level 2 technician, but just keep your lines open. Uh, let me just check. Hold on.
05:00
Speaker 1
Yes ma'am. No. You're, you're misunderstanding. Hi. I'm gonna call you back. This is the number I'm gonna call you back on. That's you talking. What's my phone number? Yes ma'am. Now, you need to put a note in there. When, when they call me, my, my phone is weird. [silence]
06:00
Speaker 2
Hello, sir. Yeah. According to level to. we don't have like a specific phone number, they're just using random, but the color ID will show you links it on it. Um, your phone number is 8165646120. Yeah. That's correct. Okay. All right.
06:00
Speaker 1
You have to say hi this is Linksys calling and you have to wait. I will see that message on my phone and I'll answer. I have Linksys already programmed in my phone. So hopefully that number will show up. But if it doesn't, then they have to give me a message that it's like they're leaving a message, but I'll answer it. I need you to put that in there, they have to wait on the phone. Okay? I understand, but the message isn't going to do me any good. Then I'm going to have to call back and I might not get connected with them again. They need to say hi, this is Dave with Linksys. I'm going to wait until you answer the phone and they're going to have to sit there and count to 30 and I'll answer the phone. Okay. Thank you, ma'am. All right, I'll talk to you later.
07:00
Speaker 2
Mm-hmm. All right, sir. And also they will be also sending you a message in case they will not reach you up. Okay? Um, an email. Mm-hmm. Mm-hmm. All right. So yeah, I'll take note on that line sir so that the technician will use that. Okay. You're welcome, sir. You're welcome. You too, bye.
07:00