V2 Rubric Detail — d4d022b8-7418-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 00:15
Duration
5m 54s
Contact
415-250-6287
Issue Type
Off-Topic
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp4.29/5
Overall59.2% (+15.2)

V2 Grader Summary

The agent correctly identified that the Chamberlain device was out of scope, which is technically accurate as it is not a Linksys product. No KB contradictions were found. However, the interaction ended abruptly without confirming the customer's understanding or verifying if a Linksys product was involved in the setup.

V1 Case Analysis

Customer called about Chamberlain 4130 garage-door opener. Agent confirmed it is not a Linksys product and advised contacting Chamberlain support, but did not provide any contact details or resources.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the device as non-Linksys and out of scope for support.
  • Call was brief and avoided unnecessary troubleshooting loops.
  • Agent failed to provide any specific Chamberlain support contact information (phone, website, or KB article).
  • Agent mispronounced 'Chamberlain' as 'Trumbull Lake' at [05:00], which could cause customer confusion.
  • No effort was made to redirect the customer to a verifiable support resource.
Positive Highlights
  • Quickly recognized the request was outside Linksys product scope.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Did not provide any specific Chamberlain support contact information (phone number, website, or KB article).
  • Mispronounced the product brand as 'Trumbull Lake' instead of 'Chamberlain' at [05:00], risking customer confusion.
  • Failed to offer self-help resources (e.g., emailing support details or suggesting the manufacturer's website).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent correctly identified the request was out of scope but did not confirm resolution; the customer hung up mid-call without confirmation of understanding or action taken.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were attempted; the agent did not verify the customer’s actual issue with a Linksys device before concluding it was out of scope.
R3 Partially Met Correct resolution path conf 91%
Agent correctly recognized the Chamberlain device is not supported by Linksys, but failed to confirm whether the customer even had a Linksys product in use before dismissing the case.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only one vague question ('do you have a Linksys router?') without gathering model, symptoms, or connection details; no diagnostic process followed.
T2 Met Appropriate tools / resources used conf 94%
No tools were required or applicable in this out-of-scope scenario; agent appropriately avoided unnecessary tool invocation.
T3 Met No misinformation conf 97%
Statement that Linksys does not support Chamberlain devices is factually accurate as they are not listed in any Linksys KB product family (Velop, MX, MR, EA, etc.).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent set expectation about scope but lost call control when customer abruptly ended the call; no confirmation of understanding was obtained.
C2 Met Confirmed understanding conf 92%
Agent used clear, non-technical language and a polite tone appropriate to the customer’s confused state.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent took initial ownership but did not verify the customer’s actual need (e.g., whether they were using a Linksys router at all) before closing.
O2 Partially Met Proactive follow-through conf 88%
Agent advised to 'double check the correct hotline' but did not specify which one or confirm the customer would follow through.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Decision not to escalate was appropriate—issue was clearly outside Linksys support scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent apologized and remained courteous despite the misdirected call, showing empathy and professionalism.
X2 Met Tone & rapport conf 91%
Agent matched the customer’s pace and maintained engagement until the call was unexpectedly terminated.
X3 Partially Met Overall experience conf 87%
Agent saved effort by redirecting quickly, but did not confirm if the customer actually had a Linksys device needing support, risking repeat contact.
Call Transcript5 turns · 5 lines
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 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue.
00:00
Speaker 1
Hi, I have a brand new, I've been trying to install it, Chamberland 4130. Let's see. It says, three-quarter host. Yes. Uh, no, uh, I, I have it all hooked up and ready to go, but nothing happens. I have a, uh,
04:00
Speaker 2
[silence] [silence] Hi, thank you for calling Linksys. My name is Raquel and how may I assist you today? Let me verify, you're trying to connect a device to your network? Uh-huh? I see. And do you have a Linksys router that I can check if
04:00
Speaker 1
I have a different router. It's a AR. E r o router. I had, the Chamberlain 4130, three quarter horsepower. Oh, I was trying to call Chamberlain support. All right. Thank you. You too.
05:00
Speaker 2
Oh, Wow, I see. Okay, because you mentioned the device you're trying to connect is Trumbull Lake. And 130 is that correct? Yes. Okay. First set your expectation, we do not support this device. You're actually calling links to technical support. We support Linksys routers. I'm sorry. So you got directed, so I think you need to double check the correct hotline for the sponsored support. You're most welcome. Have a wonderful day.
05:00