V2 Rubric Detail — 0f1f458e-73bf-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 13:33
Duration
11m 10s
Contact
208-459-7482
Issue Type
Unknown
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
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
Communication3.75/5
OwnershipN/A
EscalationN/A
Customer Exp0.00/5
Overall45.0% (+9.0)

V2 Grader Summary

The agent only provided a greeting and asked how they could help, without any troubleshooting, diagnosis, or resolution. No outcome, ownership, or escalation actions were observed, resulting in an unresolved call.

V1 Case Analysis

Customer call received greeting only; no issue captured, no troubleshooting performed, call ended without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never asked the customer what the problem was.
  • No product model, serial number, or warranty information was collected.
  • Call ended without providing any troubleshooting, self‑help, or escalation path.
Positive Highlights
  • Polite greeting and clear introduction.
Agent Errors / Gaps
  • Failed to follow standard protocol of gathering issue details and device information.
  • Did not initiate any troubleshooting steps.
  • Did not offer any self‑help resources or escalation options before the call ended.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented or addressed in the transcript.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed.
R3 Not Applicable Correct resolution path conf 100%
No determination of warranty status or resolution path was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification occurred.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced themselves and asked how they could help, but did not set expectations or guide the call further.
C2 Met Confirmed understanding conf 90%
Agent used clear, standard language in the greeting.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions were taken because no issue was discussed.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on the transcript.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not display any empathy or acknowledgment of a customer issue.
X2 Not Applicable Tone & rapport conf 100%
Customer emotional state was never expressed, so adaptation could not be assessed.
X3 Not Applicable Overall experience conf 100%
No actions were taken that could reduce or increase customer effort.
Call Transcript1 turns · 3 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 pause for a second. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again, press 0 at any time. press 8. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, press 8. Please remain on the line for assistance. Thank you for calling, Linksys Technical Support, my name is Dylan, how can I help you today?
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