V2 Rubric Detail — ecdebe6c-7b27-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 23:51
Duration
17m 34s
Contact
Pranay Lotey
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00136453
Support Country
United States
Product Family
USB ADAPTER
CSAT
—
Sentiment Trajectory
—
Ticket subject: WUSB6300 - looking for a driver
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication1.25/5
Ownership3.57/5
Escalation0.00/5
Customer Exp2.86/5
Overall33.3% (-20.7)

V2 Grader Summary

The driver was never delivered despite the agent’s email attempts; the agent failed to use the KB to provide a download link as required, gave technically inaccurate information about driver availability, and did not escalate appropriately. While the agent showed ownership and empathy, poor call control, unclear communication, and lack of concrete next steps left the customer with unresolved issues and unnecessary effort.

V1 Case Analysis

Customer requested driver for WUSB6300 V2 (end-of-life); agent attempted email resend but driver not received. Supervisor to follow up via email.

Troubleshooting Steps
  • Confirmed customer OS is Windows 10.
  • Verified customer email address (pranay.lotey@gmail.com).
  • Resent driver attachment multiple times via email.
  • Sent test email without attachment to verify email delivery.
  • Escalated to supervisor for follow-up via email.
Key Observations
  • Agent correctly identified the product model (WUSB6300 V2) and confirmed the customer's OS (Windows 10).
  • Agent did not direct the customer to the official Linksys support download page (https://support.linksys.com), which could have provided a self-service solution.
  • Repeated email attempts were made without confirming successful receipt of the driver attachment.
  • No warranty or case number was discussed, and the escalation process lacked formal documentation.
  • Agent provided a timeline for supervisor follow-up, setting customer expectations.
Positive Highlights
  • Agent accurately confirmed the customer's operating system (Windows 10) and email address.
  • Sent a test email to isolate whether the issue was with email delivery or the attachment itself.
  • Provided a clear timeline for supervisor follow-up, maintaining transparency with the customer.
  • Remained polite and professional throughout the call, apologizing for delays.
Agent Errors / Gaps
  • Failed to provide the official download link for the WUSB6300 V2 driver, which is publicly available on support.linksys.com.
  • Did not confirm receipt of the driver attachment before escalating to a supervisor, leading to an unresolved issue.
  • Incorrect subject line reference (WSB6300 instead of WUSB6300) could confuse the customer.
  • No case/ticket creation or warranty verification was performed, despite the device being end-of-life and requiring escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Driver never delivered; customer still did not receive it at end of call.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent verified OS, resent email, sent test email, asked for alternate address, but did not check support site for driver availability or provide download link.
R3 Partially Met Correct resolution path conf 90%
Agent recognized driver is Windows‑10 only and attempted to resend, but did not use proper channel (download link) and deferred to supervisor without clear plan.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (missing driver email), asked for OS and confirmed email, but did not ask whether driver exists on support site or verify file size limit.
T2 Not Met Appropriate tools / resources used conf 97%
Agent used email to attempt delivery but failed to use KB (support.linksys.com) to verify or provide download link, which usb_wifi_adapter.md KB explicitly directs as primary tool for driver delivery.
T3 Not Met No misinformation conf 99%
Agent stated 'we don’t have a drive available that we can share,' which is contradicted by usb_wifi_adapter.md KB listing WUSB6300 v2 as supported for Windows 10/11 and directing users to download driver from support.linksys.com.
Communication
C1 Not Met Clear & professional language conf 96%
Multiple unannounced holds, long silences (e.g., 4‑minute gap), no framing of process or transitions, lack of control over call flow.
C2 Partially Met Confirmed understanding conf 89%
Agent repeated email phonetically and used plain language, but frequent filler words, unclear phrasing (e.g., 'umay right'), and no comprehension checks reduced clarity.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on call, attempted to resend driver, and committed to supervisor follow‑up rather than transferring or abandoning case.
O2 Not Met Proactive follow-through conf 94%
Agent said supervisor would email driver 'once they arrive' but gave no specific timeline or commitment; customer left without clear next step.
O3 Met Closure confirmation conf 94%
Agent referenced prior action: 'previous technician already emailed the driver,' showing use of case history and continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Warranted escalation to Customer Assurance or technical resource not initiated despite agent’s inability to deliver driver or resolve issue.
E2 Not Met Escalation prep & handoff conf 93%
No escalation occurred, so no handoff, no details passed, and customer not informed of escalation path — only vague promise of future contact.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized sincerely for long wait ('I'm so sorry for the long wait') and maintained polite, empathetic tone throughout.
X2 Partially Met Tone & rapport conf 88%
Agent maintained courteous tone but did not adjust for customer confusion or confirm understanding; customer had to repeat email multiple times due to delivery failure.
X3 Not Met Overall experience conf 95%
Customer repeated email address, endured long unexplained silences, and received no direct download link — avoidable friction that increased effort.
Call Transcript18 turns · 22 lines
Speaker 1
welcome to Lincoln's. [silence] And.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support. link. sys.com for more information about your product. [silence]
00:00
Speaker 1
Um, hello. Uh, I was calling about a driver that I could not find for one of my devices. It's the, yeah, so I was actually on the phone with one of the support people, um, earlier. And they said they would email me the driver, but it's been like, 40 minutes now. I don't have a driver in my email. Sure. [silence]
02:00
Speaker 2
Thank you for calling, uh, LinkSys technical support. My name is Donna. How may I help you today? [silence] While you're on hold, don't forget to visit our website at Linksys.com for more information and for the latest in networking. [silence] Uh-huh. Let's check if the driver is still available. [silence] Oh, I see. Let me check. Okay, let me check it in the system. Please give me 23 minutes. [silence] Thank you. [silence] By the way, your phone number is 1 832 84 5 67...
02:00
Speaker 1
Yes. It's the driver for the WUSB 6300 V2 yes. Sure. [silence] They said it was the end of life, right? Yeah, it's just an old device. Go ahead. Yes, that's what I'm calling, because I need to use it, but I have a new computer and I'll have a new house and I don't have wired internet yet. So I need to set this up. He told me he found the driver and he's- he sent it to me by email, but I don't have the email.
03:00
Speaker 2
By the way, did the previous technician inform you about the warranty status of the device? Yes, correct. And did they also in[ silence] I understand. Would they also inform you that the firmware or the driver is no longer available for download in the website? Mhm. Okay. Did they inform you that the case will be escalated to our customer assurance team to check if the driver is available? I see.
04:00
Speaker 1
Windows 10. Yes I am correct email but I'm not receiving it there. Is there another way that you can send it to me? Sure.
05:00
Speaker 2
So as per tracking the driver available is only for Windows 10. What is the operating system of your computer? Okay. Windows 10. I can see here that the previous technician already emailed the driver. Let me send it again to your email by the way is this your correct email address? P R P as in papa, R as in Roger, A as in alpha, n as in nano, a alpha, y for Yankee dot l for Lima, o for Oscar, t for Tango, e for Eco, y for Yankee@ gmail.com. Let me check if I can send it again. One moment, please. Because I can see here that the
05:00
Speaker 1
I've checked my spam and everything. I don't see it. Sure. Uh, yeah, let me do that. No, there's no email. Is it possible for you just to stay on the line to see if I receive it?
06:00
Speaker 2
Previous technician already sent the driver to your email address. Okay, let me check again if I can attach, I can send the software. By the way, the subject line is WSB6300. Can you check your email if there is a subject line that says WSB6300? Okay, thank you. Okay, let me send again. I hope you will receive it. [silence] Yeah, I already sent it. Can you check again? I just sent it to your email address at nady.lottie@gmail.com. Did you receive it? It's a zip file. Do you have another email address that you can share? Okay. Yeah. Okay.
06:00
Speaker 1
Yeah. And then med, yeah.
09:00
Speaker 2
umay right let me uh type it again p r a n a m p R A N a y medicine@gmail I already sent it can you check again if you received the email
09:00
Speaker 1
I haven't gotten it yet. Is it because like the email is too big? The file is too big? Yeah, sure. Yeah.
10:00
Speaker 2
Okay. Oh, I see. Let me check why it's not going through. Can I send a test email to you without the driver fail? And let me check if you will receive it, okay? Just... test email. Did you receive the test email?
10:00
Speaker 1
not yet oh yeah I got the test email with no driver yeah not the driver I have the test email it says test email guard Yes I Is there like a Drive or something you can share? Okay
11:00
Speaker 2
Not yet. Oh, I see. But not the driver, right? I see. Let me check if I can. Let me try to unzip the file, maybe because it's in zip. Let me scan. Let me try. Why does it not work here? I apologize, we don't have a drive available that we can share to our customers. Can I um, can I place you? [silence] can you please give me two to three minutes? Okay thank you so much. Please give me two to three minutes. [silence] Thank you for being patient. Are you still on the line? Hello? I'm so sorry for pay I'm so sorry for the long wait. By the way, um, my supervisor is currently not available at the moment. However, we will email you once my supervisor will arrive and then rest assure that the driver will be sent to your email.
11:00
Speaker 1
Okay. Okay. Do you have- like a- like a timeline or how long or just... Okay. Yeah, that's fine. Yeah, thank you so much. No, that's it. Thank you Donald, you too. Bye bye. [silence]
17:00
Speaker 2
[silence] Probably better shifts, just a couple of hours. Are you okay with that? Mm-hmm. [silence] Alright. Thank you so much. Do you still have other questions that I can help you with today? [silence] Alright. Thank you. Once again, my name is Sona. Have a great day. Take care. Bye-bye. [silence]
17:00