V2 Rubric Detail — df7d8c44-69b6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 19:09
Duration
10m 3s
Contact
Alex Jusino
Issue Type
Feature Question
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#TE00133650
Support Country
United States
Product Family
OTHERS
CSAT
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Sentiment Trajectory
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Ticket subject: LGS352MPC_transceiver modules inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall57.5% (+3.5)

V2 Grader Summary

The agent did not resolve the request or perform troubleshooting, resulting in R1 and R2 Not Met. However, escalation to Level 2 was appropriate and well-executed, with clear next steps and ownership demonstrated. Technical accuracy was maintained, and communication remained professional despite a disorganized customer call, supporting an 'Appropriate Escalation' outcome.

V1 Case Analysis

Customer requested compatible 10G SFP+ transceivers for LGS352MPC; agent confirmed support but escalated to Level 2 for product details and callback.

Troubleshooting Steps
  • Confirmed LGS352MPC supports 10 Gbps SFP+ transceiver modules
  • Created case and escalated to Level 2 support
  • Collected customer name and email
Key Observations
  • Agent correctly confirmed LGS352MPC supports 10 Gbps SFP+ transceiver modules (ACCURACY:5).
  • No serial number was collected despite relevance to product support.
  • Call contained excessive silence and off-topic dialogue (e.g., Cushman High School, antenna cables), indicating poor call control (EFFICIENCY:1).
  • No KB article or product list was referenced or provided.
  • Customer email was misheard initially but corrected through phonetic spelling.
  • No warranty or support eligibility discussion was initiated.
Positive Highlights
  • Agent accurately confirmed the LGS352MPC supports 10 Gbps SFP+ transceiver modules.
  • Agent created a case and escalated to Level 2, setting clear callback expectations.
Agent Errors / Gaps
  • Failed to obtain serial number despite relevance to the inquiry.
  • Did not provide any KB reference, part numbers, or product links for compatible transceivers.
  • Poor call control with long silences and irrelevant conversation.
  • Did not clarify customer needs (e.g., fiber vs. copper, distance requirements).
  • Misheard customer email domain initially and did not confirm final version until late in the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer requested a specific product link for compatible 10Gb transceivers; agent did not provide it and closed without resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken — agent did not ask about transceiver type, compatibility requirements, or verify switch configuration.
R3 Met Correct resolution path conf 95%
Agent correctly identified that transceiver compatibility is beyond L1 scope and escalated to Level 2 with case creation.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent stated general support for 10Gb modules but did not diagnose the actual need or narrow down transceiver type (e.g., SFP+, CWDM, etc.).
T2 Not Met Appropriate tools / resources used conf 94%
No use of internal compatibility tools, product matrix, or KB articles to identify supported transceivers before escalation.
T3 Met No misinformation conf 99%
Statement that LGS352MPC supports 10Gb SFP+ modules is factually correct per product specs.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic control and politeness but failed to frame the interaction, manage off-topic dialogue, or set clear mid-call expectations.
C2 Partially Met Confirmed understanding conf 89%
Agent repeated email for accuracy but used no layman terms or comprehension checks despite customer’s complex, scattered delivery.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case by creating a ticket and committing to callback, rather than transferring or abandoning.
O2 Met Proactive follow-through conf 98%
Clearly communicated next steps: callback within 2–3 hours and follow-up email if missed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation was appropriate — transceiver compatibility is a specialized request beyond standard L1 support.
E2 Met Escalation prep & handoff conf 97%
Case created, customer informed of escalation path, and timeline provided (callback within 2–3 hours).
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent remained courteous, thanked customer for waiting, and used respectful tone throughout.
X2 Met Tone & rapport conf 90%
Adapted pace to customer’s speech, responded patiently despite tangents, and maintained engagement.
X3 Met Overall experience conf 93%
Avoided making customer research compatibility alone by initiating a Level 2 case with promised follow-up.
Call Transcript12 turns · 13 lines
Speaker 1
[silence] Hi, I have a LGS352 MPC Linux switch and I need to check to make sure that
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 products, paid support may be available depending on your... 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. Hi, thank you for calling Linksys technical support. This is Rio, how can I assist you today?
00:00
Speaker 1
[KEEP_UNCERTAIN] alright what type of SFTP can we use? Okay. [silence]
01:00
Speaker 2
Cyril, just give me a couple of minutes okay?
03:00
Speaker 1
Okay, thank you. [silence] regular time. Yeah. Okay. Okay, we're not bringing anything in, eh? [silence] cable cable cable is really it. Oh I'm sorry. You know, the cable for the field. [silence] the cable to tie up the antenna or tie up something over at the, uh, Cushman High School. [silence] . and Trinity like as quickly as we canributors. Like we have to have like a hard out at some time. I don't know if you have to you. We have to know when we have to leave that. Yeah. I know like obviously yeah. We're going to prescribe. Get it. You can with everybody say, hey. Yes. Right, but there's all different kinds of 10 gigabyte transceivers modules. Like there's ones that are like specifically for for Cisco. There's ones for every other model except for Linksys.
04:00
Speaker 2
Hello, sir. All right. So sir, by the way, thank you so much for patiently waiting in the line. Sir, I was able to check here in our system. Uh it does support a 10 gigabit 10 gig base uh transceiver modules.
06:00
Speaker 1
So I need, need to know which ones, like I need a link, basically like I need you to email me a link of a product that is that is compatible with this switch. Perfect. That's okay. Okay. My first name is Alex. That's A-L-E-X. My last name is just you know. That's J-U-S-I-N-O. My email address is going to be AJUSI and O@duches. That's going to be B-U-C-H leaving that's deja-nish.com.
07:00
Speaker 2
Oh, okay. So if that's the case, sir, how about this? I'm going to create a case record for you in the system and I'm going to forward the case to our level 2 tech so that they will be the one who will provide you additional information for what specifically the product you intended to ask. Is that okay? [silence] All right. I will be asking to sir for your first name and last name. How about email address?
07:00
Speaker 1
high search fast test L O A U D I O. com. correct yeah yeah yeah yeah yeah yeah yeah G N D 11 G H 2 D 0 0 1 5 2.
08:00
Speaker 2
Got it. So that's dutches p, E, L, A, U, D, I, O. Dot com, correct? All right. Hold on. Do you happen to have a serial number for your device or the switch? Thank you.
08:00
Speaker 1
I'm sorry. Who's our email service provider? Oh, my internet service provider. Um, so we're we're a a business. Uh, I believe it's uh, Verizon. Okay. Okay. Thank you so much. Have a great day. [silence]
09:00
Speaker 2
Uh, who's your internet service provider? Internet service provider, sir. Okay, all right, all right. Sir, a callback will be processed to you after our call, within two to three hours. And then, also, if by chance you'll not be able to uh accept the call, do not be worried, an email will be sent to you also, uh that they can confirm when is the best time to call you, okay? All right, thank you so much sir, for your time. And again, this is Rio from Lingks, expect a callback from Level 200, okay? Uh, have a nice day. Bye bye.
09:00