V2 Rubric Detail — e1e5c638-70d0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 20:03
Duration
5m 27s
Contact
251-232-8735
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.1/5

V2 Rubric Scores

Resolution1.25/5
Technical2.50/5
Communication1.25/5
Ownership5.00/5
EscalationN/A
Customer Exp1.07/5
Overall42.7% (-19.3)

V2 Grader Summary

The agent correctly identified the device as ISP-provisioned and directed the customer to contact Spectrum, aligning with KB guidance (R3 Met). However, no troubleshooting was performed (R2 Not Met), the interaction lacked structure and empathy (C1, X1, X2 Not Met), and the customer effort was not reduced (X3 Not Met), resulting in an unresolved case.

V1 Case Analysis

Customer unable to stream Zoom on Samsung TV; device is ISP-provided (Spectrum). Agent confirmed it is not a Linksys product and advised contacting ISP for support.

Troubleshooting Steps
  • Asked if the customer had a Linksys device.
  • Confirmed the device is not a Linksys product.
  • Advised the customer to contact their ISP (Spectrum) for support.
Key Observations
  • Agent correctly identified the device was not a Linksys product and redirected the customer appropriately.
  • Agent introduced confusion with mispronunciations ('Zumo' for 'Zoom' and 'Lenus' for 'Linksys'), likely due to accent or ASR artifacts, but this did not change the technical outcome.
  • No attempt was made to probe network setup or router impact, though this is acceptable given the off-topic nature of the call.
Positive Highlights
  • Polite and professional throughout the call.
  • Correctly stated the limitation of Linksys support to Linksys devices only.
  • Provided a concrete next step: contact ISP (Spectrum) for assistance.
Agent Errors / Gaps
  • At [05:00], agent said: 'you are not dialing this number if you are not also advised by Zumo. Maybe ZuMo assume that you are using a Lenus device.' This statement is materially misleading and introduces fictional entities ('Zumo', 'Lenus') that do not exist in the Linksys KB or support context.
  • Failed to clarify that 'Zoom' is a streaming app, not a device, which could have helped frame the issue more clearly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the Zoom-TV streaming issue and redirected without attempting resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps taken; agent skipped diagnostics after minimal questioning.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device was Spectrum-provided and advised contacting ISP per KB guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process; agent failed to gather model number or confirm symptoms before redirecting.
T2 Not Applicable Appropriate tools / resources used conf 91%
No tools were applicable or needed; issue redirected before tool use could be justified.
T3 Met No misinformation conf 97%
Agent accurately stated that Linksys only supports Linksys devices and ISP devices require ISP contact.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided no structure, expectations, or transitions; interaction was disjointed and reactive.
C2 Partially Met Confirmed understanding conf 93%
Agent used simplified language but failed to confirm understanding; customer remained confused about device type.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the call end-to-end, did not transfer unnecessarily, and gave clear direction to contact ISP.
O2 Met Proactive follow-through conf 92%
Agent provided a clear next step: contact ISP, which aligns with KB for ISP-provisioned devices.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; customer had non-Linksys device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent said 'you're welcome' but did not acknowledge frustration or effort; minimal empathy shown.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s confusion; pace and tone remained unchanged despite disjointed dialogue.
X3 Not Met Overall experience conf 95%
Customer repeated device details; agent did not streamline or use available info efficiently.
Call Transcript11 turns · 11 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 dot Linksys.com. Please have your device serial number ready. For assistance. Press 1 now. For out of warranty products, paid support. Please have your device's serial number and contact information ready. If any[silence] Thank you for calling Linksys, this is Skyla, how may I help you? Uh-huh.
00:00
Speaker 1
For TV. And I have quite frequently the zoomed doesn't come up as a connected device. Yes, it is. I cannot. You're right. I cannot stream right now. Yes. Do I have a what? I don't know what that means. Uh let's see. [silence]
01:00
Speaker 2
So the zoom was here is um connected to the TV. okay, so that means you cannot stream right now. or you can stream. Okay. And do you have a Linksys device, sir? Linksys device. Um, because the number, what number did you dial, sir? I've got it. I've got
01:00
Speaker 1
Let's see. Okay. It was the number I Was given by Zoom, oh, I've got it here. Uh, 8267-114. I don't know, but I I wanted Samsung TV. You say, where, like Spectrum? Yes, I am.
02:00
Speaker 2
Okay. Um, this is technical support, er, the number you've dialed. This is for um, I links' support. Like, if you have a problem with your links' wireless router. Do you have a links' router? Okay. Where are you getting your internet connection from and your Wi-Fi? Yes. Are you using a Spectrum modem? Do you have a device Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
02:00
Speaker 1
I have. I don't know what the name of it is. Can you hold on a second? I'll be right there. I can't say. I don't know. [silence]
03:00
Speaker 2
yeah.
03:00
Speaker 1
Let's see. How can I tell? yeah, That's what I'm looking at now. Made in Indonesia. Let's see. Factory ID, F10. Okay. Uh, it says spectrum on it. Doesn't say Linux anywhere on it. So, [silence]
04:00
Speaker 2
Um, you can check it on the device itself, sir. If you, that is... So that is from Spectrum, sir. Uh, and you don't have any Linksys device, right? Um, yes, sir. Okay. So, I suggest to call your internet provider because the number you have dialed is the 1,800-326-7114. That is again Linksys technical support. We are only trained to check Linksys devices.
04:00
Speaker 1
Okay. Thank you very much, ma'am. Sorry to have bothered you. Okay. Thank you. Yes. Yes. Thank you very much, ma'am.
05:00
Speaker 2
You're welcome, no problems are no problem, okay? You're not dialing this number if you are not also advised by Zumo. Maybe ZuMo assume that you are using a Lenus device, okay? You're welcome, sir, and thank you for calling
05:00