V2 Rubric Detail — ee154ae4-6114-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:29
Duration
16m 14s
Contact
Claude Stolkowsei
Issue Type
Account/Billing
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00132419
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+33.8)

V2 Grader Summary

The agent successfully resolved the customer’s request by verifying receipt submission through internal tools and providing clear closure. While the agent initially provided an incorrect email address, they corrected the guidance and ensured the customer succeeded, warranting Partially Met on T3 rather than Not Met. All other indicators were fully met, including strong empathy, ownership, and communication tailored to an elderly user.

V1 Case Analysis

Confirmed receipt email received after customer resent it; issue closed.

Troubleshooting Steps
  • Requested the customer resend the receipt email to the support address.
  • Provided step‑by‑step instructions on using the reply function and attaching a screenshot.
  • Refreshed the ticket in the system to verify receipt arrival.
Key Observations
  • Agent provided incorrect email addresses at [02:00] (customersupport.lingksses.com) and [04:00] (customersupp@links.com), causing confusion.
  • Customer struggled to attach a screenshot on a basic Android phone; agent provided clear, empathetic guidance at [09:00]-[11:00].
  • Agent successfully confirmed email delivery on June 5 at [12:00], resolving the issue.
Positive Highlights
  • Patiently walked an elderly customer through the email attachment process at [09:00]-[11:00].
  • Confirmed receipt delivery and closed the case efficiently at [12:00].
  • Maintained calm and supportive tone throughout despite technical setbacks.
Agent Errors / Gaps
  • Provided wrong email address 'customersupport.lingksses.com' at [02:00], which is a clear KB violation.
  • Repeated incorrect email 'customersupp@links.com' at [04:00], failing to correct earlier error.
  • Did not proactively confirm or correct the customer's email format despite clear confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed receipt was received: 'I can see it here from my end. It was sent successfully… we are all set.'
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer to resend email, verified delivery by refreshing system, and confirmed success.
R3 Met Correct resolution path conf 96%
Agent handled receipt verification directly without misusing warranty status as a barrier to help.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Identified missing receipt as symptom and systematically gathered email details to verify submission.
T2 Met Appropriate tools / resources used conf 96%
Used internal ticket system to refresh and view incoming email: 'I’m going to refresh our system here then… I can see it here'.
T3 Partially Met No misinformation conf 95%
Agent provided incorrect email addresses (e.g., 'customersupp@links.com', 'customersupp...@linkus.com') but corrected course by directing to correct process; customer ultimately succeeded with agent’s later guidance.
Communication
C1 Met Clear & professional language conf 97%
Maintained control throughout, guided step-by-step, managed transitions, and closed clearly.
C2 Met Confirmed understanding conf 98%
Adapted language for elderly customer, used simple terms, confirmed understanding, and remained patient.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took full ownership, no transfer, followed through from start to confirmation of success.
O2 Met Proactive follow-through conf 97%
Provided clear next step: 'All set, no need to send it again' — realistic and confirmed.
O3 Met Closure confirmation conf 96%
Referenced prior technician and pulled up account, avoiding re-asking documented info.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was required or performed; issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Demonstrated empathy: 'Thank you so much… you’re such a nice person' and stayed patient throughout.
X2 Met Tone & rapport conf 96%
Matched customer’s pace, used reassuring tone, and checked comprehension during attachment steps.
X3 Met Overall experience conf 97%
Avoided unnecessary repetition; agent verified receipt on backend after customer resent, reducing effort.
Call Transcript26 turns · 29 lines
Speaker 1
Well, I just want to make sure. A young man helped me earlier. He was really helpful and he, I couldn't figure out how to,
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 available. Please have your device's serial number and contact information ready. If unavailable, kindly callback later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is May. How can I help you?
00:00
Speaker 1
you know, set up my system and he needed a copy of my receipt and you know I'm 80 years old so my granddaughter, she wasn't around so I tried sending it to him. I just want to know if he got it. Is there any way we could check? But he uh huh. yeah, don't worry about Yeah
01:00
Speaker 2
[silence] Did you already send the receipt? The previous technician already. [silence] I was able to pull up your account here. It's under [Kloud] [Stolkowski] I'm not sure if I pronounced it probably but yeah, the technician already sent you the email, but um, I cannot see any uh, email here coming from you. I mean, you did not respond yet, or we
01:00
Speaker 1
I send it to customer.ssupport@linkus.com and then I and and then I put I said I screenshotted it so I made a copy of it. And then I also put the reference number. I'll give you the reference number if that's okay with you for if you bear with me for a minute, okay? You still there? [silence] I put in the in the body of the email, I put the Attention Gerald J-E-R-A-L-D and I said reference number LT-00132419. Right. [silence] And it was one word, it was one word.
02:00
Speaker 2
We did not receive yet the email that you sent. one second, let me check this. No, okay. one second because I cannot check it here. uh, and it's [silence] customersupport.lingksses.com where you send the email.
02:00
Speaker 1
I just, support on linksys.com. support link sys. well, I could, but I don't know how I The problem is I can't I don't know how to I I I screenshot it. I don't know how to take the screenshot and and attach it to that his email. So I I I did a screenshot and then I went to my Gmail to compose it. [silence] uh
03:00
Speaker 2
can you like reply to the email instead that the previous technician sent you? In in that way I can So much. Can you re send it again please while are you have me on the line? And your email? Just to verify it if we got it right here. It's C for cat alpha, double B for boy. I for india, C for cat, L A for A alpha, U for Uniform, D E at gmail.com.
03:00
Speaker 1
Right. cabbyclaw@gmail.com. So how, yeah, but, but I can't, you know, he sent me a link, but I'm unable to, I don't know how to put the screenshot into his link. I don't know how to do that. So I, I set up, I saw. Okay. Okay, hold on.
04:00
Speaker 2
Is that correct? [silence] Hmm. [silence] Yes. Can you try to forward the email again please [silence] using still customersupp... @linksys.com. [silence] That's okay. You can go directly to your email instead [silence] and send it to customersupp@links.com. I'll try to do it again.
04:00
Speaker 1
Bear with me, okay? Are you still there? Okay, hold on. Yeah, yeah I sent it again. It's spelled C as in I, C as in K, B as in boy, B as in boy, I, sod one word C L A U D-E all one word TaviClaude@gmail.com. The date that that I, I, I received it on the fifth.
05:00
Speaker 2
I'm going to refresh our system here then. And it shows on your end it's sent. It was sent. Okay. Uh and you think the email which is the cabi.cloud@gmail.com right? That's the uh Okay, thank you. The warranty start date here in uh there, the one that is indicated in the receipt. What day was it? That place here. Uh
07:00
Speaker 1
It was supposed to be the 22nd, but they changed it to another date. I don't know. To another date. I'm not sure what date it was. Right. The actual shipping date, it was ordered on the 22nd, but it didn't ship till the June 2nd, three days ago.
08:00
Speaker 2
Mm-hmm. but the date indicated under receipt, what's the date? The date of uh the order date. Uh-huh. But that's month of May this year. Am I right? Uh-huh. Oh God, uh how about this, I'll just uh stay still right now, like I will not gonna charge you for this, but uh in uh in the future or maybe uh you'll know someone who knows how to attach the receipt by replying to the email then just send it to us anytime.
08:00
Speaker 1
Okay. Thank you so much. Yeah. Thank you so much, young lady. I-I-I-I don't know why I can't figure out how to attach it. I-is there a trick to you know, I've got, I've got it in front of me. You know, the order, you know. I-I-I got it on my I'm using my phone. I use my phone. [silence] Where would that be? On the right hand? I have I don't have a smartphone. All my kids have smartphones. I have one, my grandkids. I have just a plain [silence] Motorola Android. Huh? Huh? [silence]
09:00
Speaker 2
Okay, for now, I will just help. You're welcome, with the, you're using phone right now or computer? When you access your email. Okay, there's like actually like a pin icon, paper clip icon, I mean where you can attach. Okay, that's fine. So, if you open the email that the previous sent you and you tap on reply, it will create a whole new box where in there is the subject. Yes, you can change that.
09:00
Speaker 1
and hold on. Let me I'm going to go to his original uh where he sent it to me, right? Okay. So I've got it right here. It says, um, I hope you're doing well. This is Gerald from. Please reply to this email with a copy of your receipt. Thank you for your cooperation. Best regards. And then it said but it says uh or it says repl I I hit reply. Okay. But it doesn't have it it has three little dots. It also has where I can swipe to type.
10:00
Speaker 2
the subject and then uh the text or the information that you wanted to um send, aside from that, there should be a paper clip icon or a touch um, can you see it? Yeah. Uh-huh. Uh-huh. Uh-huh.
10:00
Speaker 1
but I don't see any kind of uh uh. Oh, I see a paper clip, yeah. All right. So I should go to my files, right? Or I put it in my drive and my file. My neighbor said put he's he's 92, he said put it both in there. So I'll go to I'll go to my uh my files. See if I can pull it up. There. Let me see. Uh, one second. I've got it right here. Um, So I hit that and I sent it but I don't know if you guys,
11:00
Speaker 2
uh-huh. Yes. My files. I mean, gallery. If you took a screenshot, uh-huh.
11:00
Speaker 1
[KEEP_UNCERTAIN] I received it I guess. [silence] Hello? [silence] Hello? [silence] Uh-huh. [silence] It shows the date that it was it was uh it was uh it's it's 22nd but they had some kind of problem so they shipped it on the on the second. So I guess it's I don't care if it's if it's even if it's 10 months or 11 months. [silence] Right today. [silence] So we're all set? I don't have to do anymore? All my neighbors said to me one of my neighbors wanted me to to see a psychiatrist. They said [silence]
12:00
Speaker 2
uh-huh, so let me, you already sent it. Okay. I'll just refresh your ticket here. Good, good job. It was sent successfully. I can see it here from my end. So let me just, okay, yeah, it shows here it was delivered June 5. Okay, so, we're all set. No need to send it again. Hmm. [silence] showing support [silence] Yeah [silence] [silence] [silence] [silence]
12:00
Speaker 1
notice that I didn't plug it in the router, the plug all the way into the modem and then everything would start to work. So thank you so much for your time and God bless you and your family. Ok, yeah, so I don't have to worry about that. I got my router going, I got my uh Lexus app going, I got my Ring alarm going. You know how happy I am? I'm as happy as a flea at a dog show. Thank you so much. You know, I is there any way I can send something just first for I get your name, but for your uh, you know, I would you guys do a survey on, you know, how how people, you know, how the interaction was?
14:00
Speaker 2
likewise so your router is up and running now it's already online I see that's actually a really nice feeling then well May like the month of May Uh, yeah, that, uh, you might receive a survey, uh, you might receive one, so thank you in advance. Ah, yeah, it's just like a month of May, just M-A-Y. Yeah. You're welcome. You're such a nice person. What is this? What is this? I'm seriously listening. I thought it's true.
14:00
Speaker 1
the train, I said I'll take the next one out All right, thank you so much. Bye-bye.
16:00
Speaker 2
You're welcome. Bye bye.
16:00