V2 Rubric Detail — e7698e52-6020-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 14:23
Duration
10m 42s
Contact
Cindy Mills
Issue Type
Off-Topic
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
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 (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.12/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall62.9% (+26.9)

V2 Grader Summary

The agent correctly identified the device as a T-Mobile LineLINK VOIP adapter, outside Linksys support scope, and directed the customer accordingly (R1, R3 Met). However, no actual troubleshooting was conducted (R2, T1 Not Met), and the agent failed to adapt to the customer’s emotional state or reduce effort (X2, X3 Not Met). Despite communication shortcomings, the outcome was accurate and appropriate given the product mismatch.

V1 Case Analysis

Customer called regarding T-Mobile LineLINK VOIP adapter (WDML-700, serial 014593001150456). Agent confirmed it is not a Linksys product and advised contacting T-Mobile. No case created or resources provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified non-Linksys device (WDML-700) and did not provide false technical guidance.
  • No case was created despite clear customer need and device identification.
  • Agent failed to manage customer expectations or de-escalate frustration, leading to communication breakdown.
  • Long silences and lack of proactive guidance (e.g., [08:00] CHANNEL_RIGHT: [silence]) indicate loss of call control.
Positive Highlights
  • Accurately identified the WDML-700 as a T-Mobile LineLINK VOIP adapter and correctly determined it is outside Linksys product support scope.
  • Successfully captured model and serial number despite customer's initial confusion and fragmented speech.
Agent Errors / Gaps
  • Did not create a HappyFox case despite handling a support inquiry with identifiable customer and device.
  • Failed to offer any self-help resources (KB article, email follow-up, chatbot path) after declining support.
  • Allowed extended silences and did not regain control of the call when customer became frustrated.
  • Did not acknowledge or validate customer frustration at any point during the interaction.
  • Did not clarify support boundaries professionally; repeated 'not our device' without offering alternative path.
  • Did not confirm whether customer had a separate Linksys router in use that could be supported.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent correctly identified the device as a T-Mobile LineLINK VOIP adapter, not a Linksys product, and advised the caller to contact T-Mobile for support, which is the appropriate resolution path.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked for model and serial number but did not perform any troubleshooting or diagnostic steps related to the reported issue; no attempt to understand the actual problem beyond device identification.
R3 Met Correct resolution path conf 97%
Agent correctly determined the device was not a Linksys product and directed the customer to the appropriate support entity (T-Mobile), aligning with support scope and product status.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask about the specific symptoms or issue; no diagnostic process was initiated—only device identification was performed without probing root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal lookup to verify device support status, which is appropriate when determining whether a product is within Linksys’s support scope.
T3 Met No misinformation conf 98%
Agent accurately stated that Linksys only supports routers and that the LineLINK VOIP adapter is a T-Mobile device, consistent with company product boundaries.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control but failed to set expectations early or manage the escalating frustration effectively; responses became reactive under pressure.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple terms but did not adapt communication style to the customer’s growing anger or check for understanding; tone remained flat and unresponsive to emotional cues.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the interaction from start to finish, did not transfer unnecessarily, and provided a final recommendation despite the difficulty of the call.
O2 Partially Met Proactive follow-through conf 83%
Agent advised the customer to call T-Mobile back but did not specify how soon, who to ask for, or offer any follow-up mechanism.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was the first point of contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent correctly decided not to escalate because the issue involved a non-Linksys device and was outside the scope of Linksys support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted, as the issue was properly resolved by directing to the correct provider.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent offered a brief apology but did not acknowledge the customer’s repeated efforts or frustration in a personalized, empathetic way.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone, pace, or approach in response to the customer’s increasing anger; communication remained rigid and disengaged.
X3 Not Met Overall experience conf 91%
Customer had to repeat information (e.g., clarifying it was a landline), and agent did not streamline the process or prevent avoidable friction.
Call Transcript20 turns · 21 lines
Speaker 1
yeah hi Joy this is a Melanie from Timobile Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
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.LinkSyst.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. Why thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
Part. Um, I have my customer who has one of our legacy lines for Linksys. It's the home line service. Um, he's been calling and we've been looking to it. Uh, there's an issue with the actual device. We've already replaced the sim card and he- his network is fine. I was wondering if you can assist him. I don't. I will tell the customer that he- I obviously, he's in front of the device. So as long as you guide him where it's at, you can tell him. What do you mean? Got you. Uh-huh. Okay. I'll go ahead and do that. Hold on. Give me one second, okay?
01:00
Speaker 2
Let me check you have a model number or the serial number of that device. Okay, sure, we will also check if it's still supported or not Like we will check the serial number of the Linksys device, is that model is still supported or not? Um, yeah, sure. hello, hello, this is joy from Linksys technical support. so, um, yeah my bank, serial number of your Linksys device.
01:00
Speaker 1
the my devices they call uh uh Line uh Line Line Life T-Mobile Line Life uh yeah hold on let let me uh hold on yeah hold on give give me a second uh okay Model number uh Model W DL 06D S M-[silence]
03:00
Speaker 2
Imm talk about mobile line link? I mean, what I think, eternally number, eternally number.
03:00
Speaker 1
700 serial number, I Melanie 014593001150456
04:00
Speaker 2
Do you have a model number? I'm mean, Serio number?
04:00
Speaker 1
[silence] So you got the number? Yep. [silence] it says uh uh line line Link ATAVOIP. [silence] Okay.
05:00
Speaker 2
... I'm just trying to get this device. Just a moment. Yeah, I got the model is WDML-700. This is LineLINK home phone adapter, right? Okay. Let me just check this device. Just a moment.
05:00
Speaker 1
I'm sorry, I didn't hear you. What'd you say? I don't know, I mean, she was working uh with this uh they said uh uh they uh they connect me to you. It's not the cell phone. It's not the cell phone. [silence]
06:00
Speaker 2
did team mobile told you that they cannot support this product yeah, that, what did team mobile told you? This is their device. they told you that they cannot support this one? [silence] because this one is not our device. we don't have, um, BOP or cell phone adapter. So, it also tells here that it is from, I mean, um, yeah.
06:00
Speaker 1
This is the. This is the landline. I don't know. Just to connect me back to the Melanie. What's wrong for your end? But what do you
07:00
Speaker 2
Yeah, that is um the Yeah. Yeah, understood. That is the um line link um V OIP, so we don't have that kind of device. On link fix, we have only routers. So, as per checking here on my end, this is from T-Mobile. So, we cannot support this one. I'm so sorry sir, but I cannot do that on my end. Okay. You need to like call them again with the phone number that you have called when you tried to reach them. I cannot reconnect them. I mean, I cannot reconnect you to them.
07:00
Speaker 1
What you what you're supporting? What is your say things here to you supporting to correct that my my system? What does that means? Well if a if it's a T-Mobile person calling you that means you supposed to take care of this this situation. Now are you turning around you tell me this is not your support? If you're not support T-Mobile you shouldn't be working with them. [silence]
08:00
Speaker 2
[ silence ] them like what you did. [ silence ] Linksys route. [ silence ] We only support Linksys routers. [ silence ] Linksys is our company and your device is from TMobile company. [ silence ] Um [ silence ] mm-hmm. [ silence ] Yeah, sure. [ silence ] Yeah, I also did not understand. [ silence ] no, I, I did not um [ silence ]
08:00
Speaker 1
What do you support ink? Are you supporting such a thing like that? And maybe change the device to the different kind of device to connect that telephone land line to the internet. My router is a bore I's in router.
09:00
Speaker 2
and why did the previous tech connected me to you since this is our not this is not our device this is from them so you have to call them back sir regarding with this one since I cannot help you with this this is not our support so your links is router elsewhere we don't what is your router okay so you don't have any links this device so yeah we cannot support your router and the telephone [silence]
09:00
Speaker 1
mean, you shouldn't have worked for a T-Mobile and uh, you could say, you're just waste in my time and then you turn it around, tell me, you don't support this things. You shouldn't work in over there. You shouldn't, uh, accept that th
10:00
Speaker 2
this from t-mobile so this is not our device [ silence ] so you need to call them back [ silence ] yeah i am up working with t-mobile [ silence ]
10:00