V2 Rubric Detail — 0456a434-7fd2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:19
Duration
5m 34s
Contact
940-255-5361
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137174
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ 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

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript contains only the automated welcome message with no customer interaction, diagnostic steps, or resolution attempt. All behavioral indicators are Not Applicable because no support activity occurred beyond the greeting. There is no evidence of critical failures, so auto-zero does not apply.

V1 Case Analysis

Customer called but did not state any issue; call ended after initial greeting with no troubleshooting or follow-up.

Troubleshooting Steps

None recorded.

Key Observations
  • Call consisted solely of the automated greeting and agent's initial prompt; no customer response or interaction occurred.
  • Agent did not attempt to engage the customer after the greeting or confirm they were ready to proceed.
  • No device details, troubleshooting, or resolution path was established despite the agent following initial protocol steps.
Positive Highlights
  • Delivered a clear, professional greeting with appropriate disclaimers and support website direction.
  • Correctly instructed the customer to have their serial number ready per standard protocol.
  • Provided the accurate support URL (support.linksys.com) as referenced in KB guidance.
Agent Errors / Gaps
  • Failed to engage the customer after the initial greeting or solicit a problem description.
  • Did not confirm customer presence or readiness to proceed before ending the call.
  • Allowed the call to end without attempting any troubleshooting or establishing a next step.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the transcript ends before any resolution attempt.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting occurred — the agent did not engage with a customer problem.
R3 Not Applicable Correct resolution path conf 100%
No product status, warranty check, or resolution path was discussed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
The agent did not identify symptoms or ask diagnostic questions.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used, and no technical investigation began.
T3 Not Applicable No misinformation conf 100%
No technical guidance or recommendations were provided.
Communication
C1 Not Applicable Clear & professional language conf 95%
Only a scripted greeting was delivered; no call control or framing beyond automation.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer level or style is possible to assess without interaction.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership demonstrated — the agent had no opportunity to own a case.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were made.
O3 Not Applicable Closure confirmation conf 100%
No prior history referenced or handoff context established.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted due to lack of customer issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or emotional engagement beyond the standard greeting.
X2 Not Applicable Tone & rapport conf 100%
No interaction with a customer to adapt tone, pace, or emotional state.
X3 Not Applicable Overall experience conf 100%
No customer effort was required or reduced — no active support phase reached.
Call Transcript1 turns · 1 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. [silence] While waiting, you may also visit support.linksys.com for more information about your product.
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