V2 Rubric Detail — 091ad938-798b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 22:35
Duration
16m 2s
Contact
610-393-8371
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Meets / Exceeds

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

ResolutionN/A
TechnicalN/A
Communication5.00/5
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall100.0% (+64.0)

V2 Grader Summary

The transcript contains only the initial greeting and procedural instructions; no customer issue, troubleshooting, or resolution steps were observed. Consequently, most behavioral indicators are Not Applicable, with the only applicable metric being call control (C1) which was met by setting clear expectations.

V1 Case Analysis

No agent interaction; call ended after IVR greeting without troubleshooting or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent engaged with the customer during the call.
  • IVR greeting correctly directed customers to support.linksys.com, which aligns with KB guidance for self-help resources.
  • No technical advice was given, so no accuracy contradictions were possible.
Positive Highlights
  • IVR greeting correctly referenced support.linksys.com, which is accurate per KB.
Agent Errors / Gaps
  • No agent interaction occurred; call ended without any support being provided.
  • Failed to follow protocol for identifying customer issue or offering next steps.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 99%
No customer issue presented; call ended after greeting.
R2 Not Applicable Diagnostic thoroughness conf 99%
No troubleshooting steps were taken.
R3 Not Applicable Correct resolution path conf 99%
No determination of warranty, product status, or resolution path was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 98%
Agent did not ask diagnostic questions or identify symptoms.
T2 Not Applicable Appropriate tools / resources used conf 98%
No tools or resources were used during the call.
T3 Not Applicable No misinformation conf 97%
No technical guidance or recommendations were given beyond a generic welcome.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations: 'Please have your serial number ready and stay on the line for assistance.'
C2 Not Applicable Confirmed understanding conf 97%
No customer dialogue to assess communication level.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 98%
No case was taken forward; no ownership actions observed.
O2 Not Applicable Proactive follow-through conf 98%
No next-step or timeline was established for a specific issue.
O3 Not Applicable Closure confirmation conf 98%
No prior history or hand-off context existed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made nor was one warranted.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Not Applicable Customer effort minimised conf 97%
No customer emotion was expressed; empathy could not be evaluated.
X2 Not Applicable Tone & rapport conf 97%
No tone or emotional state to adapt to.
X3 Not Applicable Overall experience conf 97%
No actions taken that could reduce or increase customer effort.
Call Transcript2 turns · 2 lines
Speaker 1
[silence] Welcome to Microsoft. [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while End-of-life support products will only 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. [silence]
00:00