V2 Rubric Detail — 0fd0393e-73bf-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 13:33
Duration
13m 16s
Contact
+31682003261
Issue Type
Unknown
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). 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
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The transcript reveals a complete lack of agent engagement: only the automated welcome and a prolonged customer monologue are present. No troubleshooting, guidance, ownership, or empathy was demonstrated, resulting in call abandonment and a critical failure.

V1 Case Analysis

Customer reported intermittent DHCP/device connectivity issues; agent provided no response or assistance.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never acknowledged or responded to the customer's statements at any point in the call.
  • Customer used mixed languages (Dutch, German, English), indicating possible confusion or urgency, but agent remained silent.
  • No attempt was made to gather product details, verify environment, or initiate any support process.
  • Call ended without any resolution, escalation, or next-step communication.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Complete failure to acknowledge the customer's presence or issue after the greeting.
  • No troubleshooting steps provided despite clear customer distress and repeated attempts to describe the problem.
  • Failure to collect essential case information (model, serial, etc.) or verify customer identity.
  • Call ended without any resolution, escalation, or next-step communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The transcript shows only customer monologue with no agent response or resolution provided.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed by the agent; the customer spoke uninterrupted.
R3 Not Met Correct resolution path conf 95%
No resolution path was selected or communicated; warranty status and product details were not determined.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
The agent did not identify symptoms, ask diagnostic questions, or attempt to determine root cause.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools could be used or observed because the agent never engaged with the customer.
T3 Not Applicable No misinformation conf 90%
No technical information, recommendations, or conclusions were provided by the agent.
Communication
C1 Not Met Clear & professional language conf 95%
The agent never guided the interaction, set expectations, or maintained call control.
C2 Not Met Confirmed understanding conf 95%
No communication from the agent to adapt to the customer's language, level, or accessibility needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
The agent did not take ownership; the call ended without any assistance or follow-through.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments were established.
O3 Not Met Closure confirmation conf 95%
No case continuity was demonstrated; the agent did not reference prior history or provide handoff context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted due to complete lack of agent engagement.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy, professionalism, or patience was demonstrated; the agent remained silent throughout.
X2 Not Met Tone & rapport conf 95%
The agent did not adapt to the customer's tone, pace, or emotional state.
X3 Not Met Overall experience conf 95%
Customer effort was not reduced; the customer had to repeat information without agent assistance.
Call Transcript2 turns · 10 lines
Speaker 2
welcome to Linux is support to assure quality service your call may be monitored please remain on the line for assistance [silence]
00:00
Speaker 1
Weet je, dit apparaat heeft problemen met het DHCP. Hoe heet het? Dat hij steeds wegvalt. En dat dat dus een vet probleem is. Die bak met knippers. Ja. Nee, help me dan. Ja. Ik houd hem voor een keer. And what the social media says too, I think, uh. Daychase everything, eh? Yeah. That sounds good. I'm not uh. Ende der Karte, ich überschreibe jetzt. und Augen für den Dassel. Augen? Ja. Nun. [silence] For as long as there's already five. Uh huh. [silence] Yeah. [silence] on the way here. Yeah. I don't think there's any like this. [silence] [silence] Ik vind dat een leuk idee. Dat is een heel leuk idee. Het is ook gewoon leuk. En het is gewoon maar... Ik vind het belangrijk dat het nog problemen geeft. Zodra het bibliothekenu op internet komt. Ja. Ik wil nog even presenteren dat je de scare tip schuisje echt schuisje maar ik ga hem niet opnemen. Het helpt niet, maak een interactie nummer niet helemaal of iets. Ik belt nu wel met zijn eigen nummer ja. ...14 Honestzucht, maar waar ga ik ik zie dat ik in mijn Mazoch zeker. Oh, nee, maar dan gaan we lekker eten. Maar dan gaan we lekker eten. Ja. yeah I'm saying
02:00