V2 Rubric Detail — 0910529e-7934-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:13
Duration
6m 6s
Contact
Annett Wilson
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135940
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_WHW01
⚠ 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
TechnicalN/A
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall5.4% (-30.6)

V2 Grader Summary

The agent only delivered a generic greeting and did not engage in any troubleshooting, diagnosis, or resolution. No technical guidance, ownership, or empathy was demonstrated, and no escalation or next‑step planning occurred, resulting in an unresolved interaction.

V1 Case Analysis

Call ended after automated greeting; no agent interaction, issue identification, or troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred after the automated greeting.
  • No attempt was made to identify the customer's issue or collect product details.
  • No troubleshooting, resolution, or next-step guidance was provided.
  • Call ended without establishing any support path or closure.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engagement after the automated greeting.
  • Failed to collect any customer or product information.
  • Did not attempt to identify the customer's issue or provide any support.
  • Call ended without offering any resolution, escalation, or self-help path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Agent never resolved any issue or provided a solution; only a generic greeting was given.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps were performed or described.
R3 Not Met Correct resolution path conf 100%
Agent did not determine warranty status, product condition, or choose an appropriate resolution path.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was possible without a live customer or reported issue.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools were required or applicable as no troubleshooting occurred.
T3 Not Applicable No misinformation conf 100%
No technical information was provided or requested.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set a basic expectation (“please have your serial number ready and stay on the line”) but provided no further guidance or control of the call.
C2 Not Met Confirmed understanding conf 100%
Communication was generic and did not adapt to any customer‑specific level or need.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
No ownership was demonstrated; the agent gave only a generic opening and did not take responsibility for any issue.
O2 Not Met Proactive follow-through conf 100%
No concrete next steps or timelines were established beyond a vague “stay on the line”.
O3 Not Applicable Closure confirmation conf 100%
There was no prior history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the lack of issue discussion.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
Agent showed no empathy or professionalism beyond a scripted greeting.
X2 Not Met Tone & rapport conf 100%
Agent did not adjust tone, pace, or style to any customer cues.
X3 Not Met Overall experience conf 100%
No effort was taken to reduce customer friction; the call provided no actionable help.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to link this 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.linksys.com for more information about your product.
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