V2 Rubric Detail — 022a8558-6b60-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 21:52
Duration
6m 36s
Contact
Llewellyn Derry
Issue Type
Unknown
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Pagurayan
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists solely of the automated opening message with no subsequent agent interaction. As a result, no troubleshooting, resolution, ownership, or communication occurred. All primary indicators are Not Met due to complete absence of agent engagement, leading to an Unresolved outcome.

V1 Case Analysis

Call ended after automated greeting; no agent interaction or issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction recorded; transcript contains only automated greeting.
  • Automated greeting provided KB-accurate registration instructions (register.linksys.com).
  • No product, warranty, or contact information collected; no troubleshooting or resolution steps offered.
Positive Highlights
  • Automated greeting provided clear initial instructions for customers.
  • Welcome message correctly directed customers to register.linksys.com (KB-accurate URL).
Agent Errors / Gaps
  • No case creation or information gathering performed (protocol breach).
  • No troubleshooting or resolution steps offered.
  • Call ended without agent intervention or transfer confirmation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends after the initial automated greeting — no resolution or outcome provided.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions or troubleshooting steps are observed in the transcript.
R3 Not Met Correct resolution path conf 97%
No resolution path (RMA, escalation, best-effort) is selected or discussed due to lack of interaction.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent never identifies symptoms or asks relevant diagnostic questions; no root cause determination attempted.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools or resources were used — no troubleshooting occurred where tool use would be relevant.
T3 Not Applicable No misinformation conf 95%
No technical information, recommendations, or conclusions were provided by an agent.
Communication
C1 Not Met Clear & professional language conf 96%
The agent did not frame the interaction, set expectations, or guide beyond the automated greeting.
C2 Not Met Confirmed understanding conf 96%
No adaptation to customer level, style, or accessibility needs is possible without live interaction.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
No ownership demonstrated — the call never progressed past the automated intro message.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 95%
This appears to be the first contact; no prior history exists to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation decision was made and none was warranted in the excerpt.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy, professionalism, or patience is demonstrated — no agent interaction occurred.
X2 Not Met Tone & rapport conf 97%
Agent did not adapt tone or pace — no actual agent-customer exchange took place.
X3 Not Met Overall experience conf 97%
No effort-reduction actions (e.g., using existing info) are possible without agent engagement.
Call Transcript1 turns · 1 lines
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, please have your devices serial number and contact information ready.
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