V2 Rubric Detail — f84c05ce-5f62-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 15:43
Duration
7m 52s
Contact
Steven Sleisenring
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132036
Support Country
United States
Product Family
ADAPTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WUSB6300_Inquiry for driver availability

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall89.6% (+11.6)

V2 Grader Summary

The agent successfully resolved the customer’s request by locating and committing to email both 32-bit and 64-bit drivers for the WUSB6300. While troubleshooting was light, the resolution path was appropriate, ownership was maintained, and communication was clear and courteous. The interaction qualifies as a Successful Resolution despite limited diagnostics, as the core need was met efficiently.

V1 Case Analysis

Provided Windows 10 driver (64-bit & 32-bit) for WUSB6300 via email to slesienring@blauorigin.com.

Troubleshooting Steps
  • Identified product model (WUSB6300).
  • Collected customer email address.
  • Searched internal repository for Windows 10 driver.
  • Sent driver download links (64-bit and 32-bit) via email.
Key Observations
  • Agent asked for a serial number that was not needed for a driver request (01:00).
  • Email address was repeated but not explicitly confirmed with the customer (02:00).
  • Agent offered a 32-bit driver after the customer clearly stated they were using 64-bit (07:00).
  • Customer volunteered to accept both versions, mitigating the communication issue.
Positive Highlights
  • Correctly identified the WUSB6300 model (01:00).
  • Promptly located and offered the appropriate driver (06:00).
  • Maintained a courteous and patient tone throughout the call.
  • Adapted to customer's suggestion to send both driver versions, showing flexibility (07:00).
Agent Errors / Gaps
  • Did not verify the spelled-out email address with the customer (02:00).
  • Unnecessary request for serial number (01:00).
  • Re-offered 32-bit driver after customer specified 64-bit, creating minor confusion (07:00).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed finding the driver and committed to email both 32-bit and 64-bit versions: 'I was able to find... a driver for Windows 10 64-bit... I'll send you both, sir, so you have options.'
R2 Partially Met Diagnostic thoroughness conf 92%
Agent searched for the driver but did not confirm whether the customer had already attempted installation, checked Device Manager, or tried basic troubleshooting like USB port changes — skipping reasonable pre-resolution steps for a driver issue.
R3 Met Correct resolution path conf 94%
Correctly treated the request as a standard out-of-warranty support scenario by offering best-effort driver assistance without dismissing due to warranty status, aligning with OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Asked for OS bitness and serial number but did not identify root cause (e.g., driver conflict, USB issue) or ask if the adapter was detected in Device Manager — missed diagnostic depth.
T2 Met Appropriate tools / resources used conf 96%
Used internal resources appropriately to locate the correct driver; no additional tools (e.g., remote access) were necessary for this file-delivery request.
T3 Met No misinformation conf 97%
Accurately confirmed availability of both 32-bit and 64-bit Windows 10 drivers for WUSB6300, consistent with usb_wifi_adapter.md documentation.
Communication
C1 Met Clear & professional language conf 95%
Set clear expectations: 'two to three minutes' hold time and 'check your email after three minutes'; maintained control and closed professionally.
C2 Met Confirmed understanding conf 93%
Used accessible language, repeated email for verification, and adapted to customer’s formal tone without unnecessary jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Owned the case from start to finish, created a ticket, researched, and committed to follow-up via email without transferring.
O2 Met Proactive follow-through conf 95%
Provided specific next steps: driver files will be emailed; customer instructed to check email within three minutes.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred — confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a straightforward driver request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Consistently polite and patient: 'thank you so much', 'you're welcome sir', and acknowledged wait time.
X2 Met Tone & rapport conf 92%
Matched customer’s formal register, confirmed understanding of email spelling, and maintained engagement throughout.
X3 Met Overall experience conf 95%
Avoided making the customer search online by directly providing the driver files via email — reduced effort effectively.
Call Transcript8 turns · 10 lines
Speaker 1
Hey, I need a driver install for a device. I can read off the model number whenever you're ready.
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 one 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. Thank you for calling Linksys. This is El, how can I help? Uh, yes sir, what's the model number? [silence]
00:00
Speaker 1
w USB six three zero zero Windows 10 64 yes one three E two zero M one V.
01:00
Speaker 2
Okay. and then are you going to use this one? Are you, I'm sorry. You need a driver for what PC, sir? What's the Windows 10? Okay. Uh edition. Okay. 64-bit, sir or 32-bit? 64. Okay. Let me gather details first, sir on that one before we proceed with your concern and then after I create a case ticket, I'll check if we do have a driver available for this um, WUSB. Can I have the serial number, sir? [KEEP_UNCERTAIN] Thank you so much, sir. And email address? Let me repeat the email, sir, just to make sure. That is S-L that's S for Sam, right? Okay. S-L-E-I S-E-N R-I-N-G at blueorigin.com. Okay. And first name and last name, sir? Steven... okay. All right. I'll put you on hold, sir, for like two to three minutes. Let me look if we do have an available um driver for this one. Okay? I'll be back. You're welcome, sir. [silence]
01:00
Speaker 1
Yes.
06:00
Speaker 2
Hello sir . Hi sir thank you so much for patiently waiting on the line. So um yeah I was able to find sir a driver for Windows 10 64-bit. So I'm going to send it to your email sir um after this phone call if that's fine with you. Okay, you're welcome sir. So I'll send it to slesienring@blauorigin.com. Give me sir three minutes then check your email after three minutes, okay? Um for this one it uh
06:00
Speaker 1
Okay. All right, perfect. It says it's to 64. You can send me both if you want, I'll try the 64 first and see where I get with that. I know this worked on another computer that I have, and it's the same computer. It's just we have IT protocols that restrict internet access on on those devices. So that's why I have to do it this way. Okay. Well, thank you so much for your help. [silence] You too. Bye.
07:00
Speaker 2
For this one, sir, it isn't really necessary as long as it's Windows 10. This is compatible for Windows 10. Okay. All right. So, would you like us to help you with the 32-bit or just the 64? Okay. Okay, I see. So, yeah, I'll just send you both, sir, so you have options. Okay, so in case you have or you need the 32-bit in future reference, then you have one. You're welcome, sir, and thank you so much for taking the time to call Linksys. Have a great day there. Take care. [silence]
07:00