V2 Rubric Detail — 05b14f7c-66ce-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 02:17
Duration
7m 12s
Contact
Anthony Hinojosa
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
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 (1 too-garbled-to-score segment). 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 consists solely of an automated welcome message with no live agent interaction or customer issue presented. As a result, none of the 16 behavioral indicators can be assessed, and no resolution path was possible. All indicators are correctly rated as Not Applicable.

V1 Case Analysis

Call ended after automated greeting; no agent engagement or issue capture.

Troubleshooting Steps

None recorded.

Key Observations
  • Only automated message played; no live agent interaction detected.
  • No customer issue was identified or acknowledged.
  • No device information collected, no case created, no support path offered.
Positive Highlights
  • Automated greeting delivered clearly and professionally.
  • Correctly stated support scope and registration instructions in the script.
Agent Errors / Gaps
  • Failed to establish live agent connection or acknowledge customer presence.
  • Did not attempt to identify the customer's problem or intent.
  • No product model, serial number, or warranty information collected.
  • No troubleshooting steps initiated or resolution path provided.
  • Call ended without operational closure or next-step communication.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the transcript contains only an automated welcome message.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was initiated or possible, as no customer interaction occurred.
R3 Not Applicable Correct resolution path conf 100%
No resolution path could be selected due to absence of a reported problem.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was possible without a customer-reported symptom.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used or required at this stage of the call.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided by an agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
The message is automated; no live agent interaction or call control was demonstrated.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer level or style occurred, as no customer was present.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions were taken, as the call did not involve a live agent or issue.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established in the absence of a support case.
O3 Not Applicable Closure confirmation conf 100%
No case history or handoff context was involved in the automated greeting.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made or warranted, as no issue was reported.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution occurred or was required.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be assessed from an automated message.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state was possible.
X3 Not Applicable Overall experience conf 100%
No customer effort was required or reduced at this point in the call flow.
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 product, sorry, that's not an available option. Please have your device's serial number and contact information ready.
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