V2 Rubric Detail — fd588d4e-7655-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:38
Duration
6m 43s
Contact
DAVID KINGSBURI
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#TE00135544
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E8450_2.4GHz stopped broadcasting

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication2.50/5
Ownership0.71/5
Escalation4.00/5
Customer Exp0.00/5
Overall31.4% (-24.6)

V2 Grader Summary

The agent only provided a status update that Level‑2 is still testing the device and will call back, without performing any troubleshooting, showing empathy, or setting clear next steps. Ownership and continuity were lacking, resulting in an unresolved call.

V1 Case Analysis

Customer (Mr. David) followed up on missed Level 2 callback. Agent confirmed technician is still testing device and will contact via email and phone. Advised checking spam/trash. No case or device details collected.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect or verify the ticket number, case reference, or any device details (model, serial number) despite the call being a follow-up on a technical case [00:00, 04:00].
  • No acknowledgment or empathy expressed for the customer's frustration about the missed callback [00:00, 06:00].
  • Agent provided accurate information about the technician’s status and advised checking spam/trash, which is operationally useful [05:00].
  • Communication was unclear and disjointed — agent repeated phrases like 'he will call you back' multiple times without summarizing or confirming understanding [06:00].
  • Call ended abruptly without a clear recap or confirmation of next steps, reducing closure clarity.
Positive Highlights
  • Correctly communicated that the Level 2 technician is still testing the device to replicate the firmware issue [05:00].
  • Provided accurate guidance to check spam and trash folders for the technician’s email [05:00].
  • Confirmed the technician would follow up via both email and phone, setting clear expectations [05:00–06:00].
  • No technical inaccuracies were identified against the KB.
Agent Errors / Gaps
  • Missing collection of ticket number / case reference, which is critical for continuity in escalation cases [00:00].
  • Failure to acknowledge the customer's frustration or missed appointment, violating Angry Customer Protocol principles [00:00, 06:00].
  • No verification of product model, serial number, or warranty status when potentially relevant to the ongoing case.
  • Poor call control and lack of structured closing — repeated the same information without confirming customer understanding or summarizing next steps [06:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Agent never resolved the customer's issue; only said the Level‑2 tech will call back.
R2 Not Met Diagnostic thoroughness conf 100%
No diagnostic questions or troubleshooting steps were performed.
R3 Partially Met Correct resolution path conf 90%
Agent correctly relayed that the issue is still being investigated by Level‑2, but did not explore any additional actions or confirm a concrete timeline.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent did not identify symptoms, ask relevant questions, or work toward a root cause.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent referenced the Level‑2 email and suggested checking spam, but did not use any internal tools (ticket view, remote session) that were appropriate for confirming status.
T3 Met No misinformation conf 95%
All information given (Level‑2 still testing firmware, will call back) is technically accurate.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent set a vague expectation (“he will call you back sometime today or tomorrow”) but did not clearly structure the call or manage transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used generic language and did not tailor explanations to the customer’s frustration; however, the language was understandable.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent transferred responsibility back to Level‑2 without taking ownership or offering to follow up themselves.
O2 Partially Met Proactive follow-through conf 85%
Agent gave a vague next‑step (“he will call you back”) but no specific timeline, owner, or confirmation of follow‑up.
O3 Not Met Closure confirmation conf 95%
No reference to prior history or ticket details; the agent asked the customer to check email instead of using existing case information.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to further escalate; the issue was already with Level‑2.
E2 Partially Met Escalation prep & handoff conf 85%
Agent informed the customer that Level‑2 will call back, but did not provide full escalation details (ticket number, expected time, who will call).
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Only a brief “thank you for patiently waiting”; no acknowledgment of the customer’s frustration about the missed callback.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the customer’s evident irritation; communication remained flat and scripted.
X3 Not Met Overall experience conf 95%
Customer was asked to locate an email themselves; the agent could have retrieved the information, adding unnecessary effort.
Call Transcript8 turns · 9 lines
Speaker 1
I was waiting for a callback from a tech person today and it was supposed to be at 3.30 and I haven't received a call yet. I do have a ticket number. [silence] I was waiting for a call back from a tech person today and they were supposed to call at 3.30.
00:00
Speaker 2
Welcome to links is 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-warren products, paid support may be available. please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-wary product, paid support option may be available depending on the issue. I Thank you for calling links. This is Joyce. How can I help you today? Let me check. Oh, um this is Mr. David and [silence] taking your mess. Okay. Let me just check with the tech. We're going to call you back. All right. Just a moment. Please.
00:00
Speaker 1
This message has been transcribed. One moment while I notify the caller. Dave. He sent me an email. No. Where would it look like it was from? Dave. He sent me an email.
04:00
Speaker 2
Hello, Mr. David. Thank you for patiently waiting. [silence] hello. Yes, hello, Mr. David. Um, yes. Please have you checked your email? Um, the Level two technician sent you an email stating that, um, it's not yet finished un-testing or replicating. Have you received that? Yes, go and check it. You can try trying to check [silence] your email. ([moves mouth to speak.music]): [silence]
04:00
Speaker 1
Yeah, let's see. Treasuryman. I'm not really seeing him anywhere. Well, what did the email say?
05:00
Speaker 2
Spam or trash folders. Here we go. The email says that he is still trying to, like, test the device to replicate the firmware. So, after that one, he will going to call you back, or give you.
05:00
Speaker 1
by email or he will call me? yeah, is that probably okay. So, are we assuming sometime today or yeah, okay. all right. Thank you. Bye. [silence]
06:00
Speaker 2
you an update via phone or email. So he still he will call you back. He will call you back too. He will email you and then he will call you back. After the test. So right now he's not yet finished yet. Yeah, sometime today or tomorrow. He's still testing it. Okay, thank you for calling me too. Bye.
06:00