V2 Rubric Detail — 079eb44a-6396-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 23:59
Duration
10m 4s
Contact
417-413-7398
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer ExpN/A
Overall23.4% (-12.6)

V2 Grader Summary

The interaction consists solely of an automated greeting with no customer response or agent engagement. As no issue was presented or addressed, all primary resolution and technical indicators are Not Met, while most customer experience and ownership metrics are Not Applicable. The initial system prompt provides basic structure and clarity, resulting in Partially Met or Met ratings only for C1, C2, and O2.

V1 Case Analysis

Call ended after automated greeting; no agent engagement or assistance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Call contained only the automated pre-call message; no agent interaction occurred.
  • No product information (model, serial) or warranty status was gathered.
  • No support path (self-help, escalation, or paid-support) was offered.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Agent never responded to the customer.
  • Call ended without addressing the customer's needs or providing any guidance.
  • No case was created or documented.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends after the initial greeting with no issue addressed or resolved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps or diagnostic questions were asked.
R3 Not Met Correct resolution path conf 95%
No resolution path (RMA, escalation, best-effort troubleshooting) was selected or possible due to lack of customer engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms, ask relevant questions, or determine a cause — no diagnostic process initiated.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools or resources were used; the call never progressed beyond the automated greeting.
T3 Not Applicable No misinformation conf 90%
No technical information or recommendations were provided during the interaction.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided a structured greeting and menu options (press 1 or 2), establishing minimal call control, but no further guidance occurred.
C2 Met Confirmed understanding conf 90%
The greeting used clear, standard terminology accessible to all customers without unnecessary jargon.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 90%
No ownership actions could be demonstrated as the call did not proceed to an agent-customer interaction.
O2 Partially Met Proactive follow-through conf 85%
The system offered next-step choices (press 1 or 2) but set no timelines or follow-up expectations.
O3 Not Applicable Closure confirmation conf 90%
No prior case history existed or was referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was made and none was warranted, as no issue was reported or diagnosed.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 90%
No opportunity for empathy or emotional engagement arose in the brief automated message.
X2 Not Applicable Tone & rapport conf 90%
No adaptation to customer tone or pace was possible as no customer input was received.
X3 Not Applicable Overall experience conf 90%
No actions were taken that could reduce or increase customer effort beyond standard IVR prompts.
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 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support options may be available depending on the issue. [silence]
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