V2 Rubric Detail — e3eb3712-7493-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 14:56
Duration
5m 47s
Contact
Sophia Shirkhodaei
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135319
Support Country
United States
Product Family
END OF SUPPORT
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_EA6200
⚠ Auto-Zero applied: Agent avoided any troubleshooting or assistance (Avoidance/Evasion), providing only a warranty statement and no resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent collected the customer's serial and model numbers, confirmed the product is out‑of‑warranty, and then ended the call without any troubleshooting, empathy, next steps, or escalation. This resulted in an unresolved issue and multiple failures across resolution, technical accuracy, communication, ownership, and escalation criteria.

V1 Case Analysis

Customer Sophia Sheikochetta called regarding password reset; provided serial 12K10J0639624 and model EA6200. Agent noted warranty expired and created record; no further troubleshooting provided.

Troubleshooting Steps
  • Created customer record in system
  • Verified warranty status (expired)
Key Observations
  • Agent never asked the customer to describe the specific problem or symptoms.
  • Agent mis‑heard and repeated the customer's email address incorrectly.
  • No troubleshooting, password reset steps, or escalation options were offered.
Positive Highlights
  • Collected serial number and model number promptly.
Agent Errors / Gaps
  • Failed to clarify the customer's issue before proceeding.
  • Provided an incorrect repeat of the customer's email address.
  • Did not offer any resolution, guidance, or next‑step for the password reset request.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent confirmed warranty expiration but provided no resolution, troubleshooting, or path forward; call ended without addressing the customer's issue.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic or troubleshooting steps were performed; the agent only collected basic info.
R3 Not Met Correct resolution path conf 95%
Agent identified the product as out‑of‑warranty but did not offer best‑effort troubleshooting, contrary to OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No symptom clarification, no targeted questions, and no logical diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 95%
No tools, logs, or remote session were used even though the issue was unknown and required investigation.
T3 Met No misinformation conf 90%
The statement that the warranty is expired is factually correct.
Communication
C1 Not Met Clear & professional language conf 95%
Agent never set expectations, gave no agenda, and did not steer the conversation toward a solution.
C2 Not Met Confirmed understanding conf 95%
Agent mis‑addressed the customer (“Nikes”), did not adapt language to the caller’s level, and offered no clear explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent created a record but did not take ownership of the problem or attempt any resolution.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow‑up commitments were given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
No escalation was made despite the lack of any troubleshooting; escalation would have been appropriate.
E2 Not Met Escalation prep & handoff conf 85%
Since no escalation occurred, the execution criteria are unmet.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered no empathy or acknowledgment of the customer’s frustration.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace to the caller and even mis‑named the customer.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial/model numbers and email; no effort was made to reduce friction.
Call Transcript10 turns · 11 lines
Speaker 1
[silence] Suspected copyright issue.
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 1 now. For out of warranty products paid support may be Please have your device's serial number and contact information ready. If unavailable kindly call back later. For out-of warranty product paid support option may be available depending on the issue. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you before today?
00:00
Speaker 1
[KEEP_UNCERTAIN] Sure. Yes, yes, it's not working, yes. Sure. [silence] Okay. 1, 2, K as Kevin 1, 0 J as James 0, 6, 3, 0, 9, 6, 2, 4. [silence]
01:00
Speaker 2
Okay, got it, Ma'am. Thank you so much. gotcha.
01:00
Speaker 1
It's one two K as Kevin one zero J as James, zero six three zero nine six two four. Where can I find the model number? Oh, I found it. Yeah. I found it here. model number is E as Elephant, A as an apple, six two zero zero. Got it. [silence]
02:00
Speaker 2
Okay. What's the model number for this device, ma'am? Um, that should be a at the top. Got it. Thank you. And this is the first time by the way you called Linksys?
02:00
Speaker 1
Hello? Hello? I believe so. I don't - I haven't called you guys before. This is my first time. My first name is Sophia, last name's Sheikochetta. S as in Sam, H as in hot, I as in I, R as in Robert, K as in Kevin, H as in hot, O as in orange, D as in David, A as in apple, E as in elephant, I as in eye. I would like to create a new password. Sophia, S O P H I A that's S H 1987@gmail.com.
03:00
Speaker 2
Is this the first time you called, Nikes? All right. Got it. Uh, before we proceed, ma'am, I'm going to create a record for you in the system. May I know your first name and last name? [silence] Can you spell out your last name for me? Got it. And how about email address?
03:00
Speaker 1
S-O-P-H-I-A dot S at SAM H at hat. 1-9-8-7 at Gmail. Of course this, of course. Thank you.
04:00
Speaker 2
Right. Let me repeat that Sophia dot eight one nine six seven at email.com. correct? Mmhmm. 62 is. Can you give me three minutes, Mel? Let me just... double check the device that you have there? Thank you. All right Ms. Sophia, I was able to create a record for you in the system. However, based on our records here the warranty of your product has already been expired and so
04:00