V2 Rubric Detail — 0f5cc060-7cc2-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 00:47
Duration
21m 3s
Contact
Jim Stragens
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#GI00136780
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected - non Linksys device

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
TechnicalN/A
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The transcript shows only a system greeting followed by unrelated, nonsensical customer speech. The agent never engaged, provided no troubleshooting, guidance, or resolution, and no escalation or next steps were offered. This constitutes a complete lack of service and results in an unresolved outcome with call abandonment.

V1 Case Analysis

Customer call contained no identifiable technical issue; agent did not collect model/serial, perform troubleshooting, or provide resolution. Call appears off-topic.

Troubleshooting Steps

None recorded.

Key Observations
  • No customer issue was identified or clarified at any point in the call.
  • The agent did not collect product model, serial number, or any device-specific information.
  • No troubleshooting steps were performed, and no support protocol was followed.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to establish a customer issue or support context (transcript [01:00]–[15:00]).
  • Did not collect model number, serial number, or warranty information.
  • Provided no technical advice, troubleshooting, or escalation path.
  • Failed to maintain call control or redirect to a support topic.
  • No resolution or next step offered; call ended without operational closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
No resolution or outcome was provided; the transcript contains only the system greeting and unrelated customer speech.
R2 Not Met Diagnostic thoroughness conf 96%
There is no evidence of any troubleshooting steps or diagnostic questions.
R3 Not Met Correct resolution path conf 96%
The agent never selected or communicated any resolution path (e.g., warranty check, RMA, best‑effort troubleshooting).
Technical Accuracy
T1 Not Applicable Technically accurate info conf 96%
Customer did not engage with a support request; no diagnostic process was initiated.
T2 Not Applicable Appropriate tools / resources used conf 95%
Agent had no opportunity to use tools, as no technical issue was reported by the customer.
T3 Not Applicable No misinformation conf 95%
No technical information was provided or requested, so no accuracy assessment is possible.
Communication
C1 Not Met Clear & professional language conf 96%
The interaction lacks any framing, guidance, or call control from the agent.
C2 Not Met Confirmed understanding conf 96%
No communication from the agent, so no adaptation to the customer's level or style.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; the call ended without any response or action.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow‑up commitments were established.
O3 Not Met Closure confirmation conf 96%
No case continuity or handoff information was provided.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation decision was required, as no technical issue or customer request for escalation occurred.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred or was warranted, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy, professionalism, or patience demonstrated; the agent was silent.
X2 Not Met Tone & rapport conf 96%
No adaptation to tone, pace, or emotional state was possible because the agent never responded.
X3 Not Met Overall experience conf 96%
Customer effort was not reduced; the agent did not intervene to simplify or expedite the issue.
Call Transcript2 turns · 9 lines
Speaker 2
welcome to linksys 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. [silence]
00:00
Speaker 1
[silence] Quite a model lager, you think? here. Really? Why. You won't you? Maybe a little. more difficult to be taught because she's an [silence] quite a model. [silence] There we go. Uh, uh, fun, like that one game. [silence] [silence] [silence] I'm going to insert one where that one is. Um, uh, there, it's in this one. Oh, damn it. What? I want some salt on mine. Do you want salt on yours? Oh, we're still. Yeah, you and me. Okay. What? Hot? She's building her teeth and her. Speaker 1 Do it. You want ketchup? Do it. [silence] Do you want ketchup? So good. Good or good. Do you think. Do you think. That still help animals. We make more delicious. You want to help. [silence] [silence] [silence] [silence] Gosh. I don't know if there's a phone call I need to roll. [silence] [silence] [silence] [silence] You're so nervous. These are going to be really hot, right now. Huh? I only made like five or six. Just enough for you, I'm full.
01:00