V2 Rubric Detail — d83d8fc4-7587-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 20:02
Duration
22m 32s
Contact
310-508-8202
Issue Type
Escalation Request
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

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

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.00/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall63.1% (+7.1)

V2 Grader Summary

The agent did not troubleshoot the internet issue, warranting Not Met on R2 and T1. However, they appropriately escalated to Level-2 with full context and scheduled a callback, constituting a valid progress outcome under R1 as 'valid escalation.' Ownership, communication, and escalation execution were strong, leading to an Appropriate Escalation classification.

V1 Case Analysis

Customer followed up on ticket 00134390 for a missed email and callback from prior agent Eric. Agent confirmed contact details (phone: 310-508-8202, email: darf@earthlink.net), consulted Level-2, and scheduled a callback for 3:30–4:00 PM PT. No technical troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misheard the email address as 'STAIF@earthlink.net' but corrected it after customer confirmation.
  • No attempt to collect product model or serial number, which could assist Level-2 in the callback.
  • Excessive hold time (two 3–5 minute holds) without proactive updates or estimated wait times.
  • No technical troubleshooting was required or performed, as this was purely an escalation follow-up.
Positive Highlights
  • Accurately confirmed ticket number 00134390 and customer contact details (phone and email).
  • Scheduled a specific callback window (3:30–4:00 PM PT) per the customer's request.
  • Maintained a polite and empathetic tone, acknowledging the customer's frustration.
  • Properly escalated to Level-2 for resolution of the prior agent's unfulfilled commitments.
Agent Errors / Gaps
  • Misheard and initially recorded the wrong email address (STAIF@earthlink.net instead of darf@earthlink.net), though this was corrected after customer confirmation.
  • Excessive hold time without providing status updates or estimated wait times.
  • Did not collect product model or serial number, which could have helped Level-2 prepare for the callback.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent arranged a confirmed callback from Level-2 support, which is a valid escalation and progress toward resolution per R1 definition (valid escalation).
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were attempted — agent did not ask about modem status, router LEDs, reboots, or perform any diagnostics despite a clear internet outage report.
R3 Met Correct resolution path conf 93%
Agent correctly identified that follow-up with Level-2 was needed and initiated escalation, aligning with appropriate resolution path for a pending technical callback request.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify specific symptoms (e.g., LED status, device connectivity) or ask diagnostic questions; no root cause investigation was initiated.
T2 Not Applicable Appropriate tools / resources used conf 91%
No technical tools (e.g., remote session, logs) were required or applicable — this was a callback coordination request, not an active diagnostic session.
T3 Not Applicable No misinformation conf 89%
No technical guidance or recommendations were provided, so technical accuracy cannot be assessed.
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control by setting expectations, announcing holds, and providing updates: 'I’ll be right back,' 'still waiting for response.'
C2 Met Confirmed understanding conf 95%
Agent used clear, plain language, spelled out the email for confirmation, and avoided technical jargon, adapting to the customer’s non-technical level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership by communicating with Level-2, confirming contact details, and committing to follow through on the callback arrangement.
O2 Met Proactive follow-through conf 96%
Agent provided a clear next step: 'they will call you back within two to four tonight,' specifying time and ownership, meeting O2 criteria.
O3 Met Closure confirmation conf 95%
Agent referenced the existing ticket (00134390) and did not re-ask for prior details, demonstrating use of case continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation decision was appropriate — customer had prior engagement with Level-2 and expected a callback; agent validated need and escalated accordingly.
E2 Met Escalation prep & handoff conf 94%
Agent executed escalation effectively: confirmed callback window, informed customer of timing, and verified contact number and ticket.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent demonstrated empathy: 'thank you so much for patiently waiting,' acknowledged delay, and remained courteous under extended hold periods.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s pace, allowed pauses, and maintained engagement through repeated check-ins and confirmation loops.
X3 Met Overall experience conf 94%
Agent minimized customer effort by confirming email and phone once, avoiding repetition, and arranging a callback instead of requiring another inbound call.
Call Transcript14 turns · 18 lines
Speaker 1
Hello. Yes, thank you so much. Um listen. I do have a ticket number. Um. let me see if you can identify that. Is that 00134390? Okay. What was that? Okay. okay. Well. I need a follow-up because
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash r slash linksist.
01:00
Speaker 1
On June 23rd, we received the phone call, because we asked to to speak to high tier technical support and he called us and you know he was a great help. His name was Eric and he he was a great help. He helped us connect, you know, different... I I don't know much about it. My son is the one who knows about it. Um but I'm calling because I need help. The um internet is not working again. Our lens product is is not um somehow all of a sudden things went offline. And I wonder that's then you finished my thought here. So when when we call I spoke with this person Eric, the the technical uh expert, um he helped us with this and he said he will send us an email. on that day for us to send him like you know our connections are you know like walls and second floor and bottom floor and stuff so he can help us best you know locate our boxes and do it like that right but we never receive his email for us to send him you know the little map of of our locations of of our unit here and he was going to call us Friday at 4 this this past Friday at 4 pm to this number 310 5088202 so I'm wondering if um he can call us today because right now I'm not much of help because I don't know how how to do things so how to you know do the connections and stuff um So is there a way we can set up a time for a technical support that they can call me this afternoon, 3 or 4 p.m? Yeah, we did. We did because my husband was ready with that list, you know, what he asked us to do for him to help us. And yeah, we check our spam box. We check all that and we didn't receive anything. So I wonder if I'm sure he had the correct email address, which is, you know, you should have it, darf at earthlink.net. And but we didn't receive it. So, and he he was definitely a great help. He help us, you know, connect, you know, a couple of units there. But now, we're
02:00
Speaker 2
Let me double-check this one out here. And also, you mentioned that you did not receive an email. Have you tried to check your spam box or your junk box? Yes. [silence] Yes. [silence] Hello? [silence] Hello? I don't know what's going on with my voice. Hello. Can you hear me? I'm going to hang up and call you back.
04:00
Speaker 1
They're, again, with problems. All of a sudden, it's just, it started this morning, like around nine. It just, you know, we have no connection. We have no, wi-fi, no internet is, is, uh, end. So, we really need help. [silence] So I I wish I wish we can follow up on that. Sure. I'm sorry. [silence] That's correct. That's my email address. That's correct. [silence]
05:00
Speaker 2
I see. Get it. So, um, I will spell out your, um, Yes, I will spell out your, um email address that we have here and correct me if I'm wrong. This, um, email address that we have here is S as in Sam, T as in Charlie, A as in hotel, I as in India, F for Frank, F for Frank, at Earthlink.net. Is this correct? And you did not receive any email coming from our level.
05:00
Speaker 1
No, no. Yeah, because we, we were actually, you know, um, looking for it because, you know, we we were ready with that, um, information he wanted, uh, so we wanted to make sure he had it, you know, a couple days in advance because I think we spoke on the 23rd, it was a Tuesday, I believe, and then Friday was going to be the day he will give us a call at 4:00 p.m. to my phone. So, no, no phone call and no email and, um, so we have that, um, map ready for him. And and but if if like I said, you know, they're, there they're they're we need this follow up. I don't know why, why, we have disconnected again. I don't know what's what's happening, you know, and since he already knew, I wondered if if there's a way he can call us this afternoon or, um, how can we deal with this? Yeah. Yeah not a problem. Sure. Thank you so much. Thanks. Do have you stayed Alex? Yeah yes I can. Yeah. My phone God bless. What's up? What's up? What's Happy he can um call us this afternoon. So I'll be ready for them. But I'm like when I have
06:00
Speaker 2
Okay, let me double check. Is it okay, ma'am, if I put this on hold for about three to five minutes? I just need to um communicate with our level two team, but try to, uh thread, connect to you. All right. Thank you so much. This Sam, the line. I'll be right back. There are many, many things to
07:00
Speaker 1
you know
13:00
Speaker 2
Hello, ma'am. Hello. [silence] Hi. Ma'am, hello. Thank you so much for patiently waiting on the line. I'm still waiting for a response from our level 2 team with regards to the call back that you requested. Ma'am, is it okay if I put this call again for three to five minutes again? I'm just still waiting for their response. Will that be okay? All right. Thank you so much.
13:00
Speaker 1
Let me see the other actually With this with the joker. He said oh, I forget to what was that? [silence] No, yes, yes hi. Yes, hi. excellent. Three to four PM. Yeah. Excellent. So this is Pacific time, Pacific time, right? Yeah. Okay, okay. So let's let's push more towards 4 PM, okay? So so it's when when when my my my son and my husband are here, and this is when then they you know, they can communicate with me, I wouldn't. So but yeah, 3:30 to 4:00 is perfect. Okay, excellent. So is there another the same ticket number?
19:00
Speaker 2
hello hello no hello I've already communicated with our level team and they will call you back within um two to four tonight as your callback time all right [silence] yeah is it that specific time yes Pacific uh specific time alright alright alright alright then [silence]
21:00
Speaker 1
the same ticket number is what we have, right? Excellent. Okay. I appreciate, I appreciate it so much. So until this number around 4 p.m. today, right? So my number here. So 310, you have it, right? 508-820-28-20-2. Yes. Okay. Okay. Thank you so much. You too. Take care. Bye-bye. Bye. Thanks.
22:00
Speaker 2
Yes. Yes, the same ticket. All right, takes back a call back from it. All right, then you're right. Yeah, that's correct. Yeah. All right. Thank you so much, man. So, have a good, have a good one. All right. Bye for now.
22:00