V2 Rubric Detail — 01cfd4f8-7cb0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 22:38
Duration
13m 18s
Contact
509-954-5427
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
TechnicalN/A
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent never engaged after the opening greeting, providing no troubleshooting, guidance, empathy, or escalation. Consequently, no resolution was achieved and the call is classified as unresolved with a critical abandonment failure. Technical accuracy indicators are Not Applicable per Assessment 3's authoritative finding that no technical interaction occurred.

V1 Case Analysis

Customer made incoherent, off-topic remarks; agent did not respond or engage. No issue identified or resolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never responded to the customer's statements at any point in the call.
  • Customer language was incoherent, unrelated to Linksys products, and included profanity.
  • No device information, warranty status, or support eligibility was gathered or even attempted.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Complete failure to engage the customer or initiate any support protocol.
  • No attempt to clarify the issue, collect product details, or provide troubleshooting.
  • No acknowledgment of the customer's presence or attempt to redirect to a supportable topic.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
No resolution or outcome was provided; the call ends with the customer’s incoherent statements and no agent troubleshooting or guidance.
R2 Not Met Diagnostic thoroughness conf 96%
Agent never performed any troubleshooting steps; no diagnostic questions or actions were taken.
R3 Not Met Correct resolution path conf 96%
No path (RMA, escalation, education) was selected or discussed; agent did not determine product status or issue type.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
Assessment 3 authoritative: no diagnostic process could occur as the agent never spoke and the customer provided no coherent technical symptoms.
T2 Not Applicable Appropriate tools / resources used conf 100%
Assessment 3 authoritative: no tools could be used as no technical issue was defined or engaged.
T3 Not Applicable No misinformation conf 100%
Assessment 3 authoritative: no technical information was requested or provided by the agent.
Communication
C1 Not Met Clear & professional language conf 96%
Agent did not guide the interaction after the opening greeting; no call control, transitions, or expectation setting occurred.
C2 Not Applicable Confirmed understanding conf 90%
Customer's statements were incoherent; no level or style adaptation was possible or observable.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent showed no ownership; the call was left unattended after the greeting with no follow-up or responsibility taken.
O2 Not Applicable Proactive follow-through conf 90%
No next steps or timelines could be set due to absence of a defined issue or agent engagement.
O3 Not Applicable Closure confirmation conf 90%
No prior history or handoff context was available or referenced; confirmed first contact with no history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was made and none was warranted given the lack of a defined issue or coherent customer input.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never expressed empathy or professionalism; no acknowledgment of customer frustration or effort.
X2 Not Applicable Tone & rapport conf 85%
Customer's emotional state and tone were incoherent; adaptation not feasible or observable.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat or clarify without any assistance; no effort reduction was evident.
Call Transcript2 turns · 5 lines
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.linksyst.com for more information about your product.
00:00
Speaker 1
Went well, just took a shit. I'll go to the death. Everyone still purple. supposedly it's sold it's probably sold it [silence] now it goes to the computer [silence] and goes to the Xbox [silence] and to the modem what are you telling me to do? it's also going to be in all of them it's called a pig in little tiny doctors Victoria was just there all fucking day yesterday.
08:00