V2 Rubric Detail — 1093c16c-7a48-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 21:08
Duration
5m 17s
Contact
678-350-6782
Issue Type
General Inquiry
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
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to establish contact with the customer, provided no troubleshooting or support, and unilaterally terminated the call without verifying disconnection necessity. This constitutes a clear case of call abandonment under compliance gate A. All customer-facing indicators are Not Met due to complete lack of engagement, while technical and resolution indicators are Not Applicable as no issue was presented.

V1 Case Analysis

Customer did not respond; call ended without issue identification or troubleshooting.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not obtain any product or customer information.
  • No troubleshooting or guidance was attempted.
  • Call was terminated after the customer failed to respond, leaving the issue unresolved.
Positive Highlights
  • Polite greeting and clear voice.
Agent Errors / Gaps
  • Failed to collect model/serial/warranty information.
  • Did not attempt any diagnostic steps.
  • Disconnected the call without confirming the customer's need or offering alternative contact methods.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 98%
No customer issue was presented; the call ended before any problem could be identified or resolved.
R2 Not Applicable Diagnostic thoroughness conf 97%
The agent never performed any troubleshooting steps.
R3 Not Applicable Correct resolution path conf 97%
No resolution path (RMA, escalation, education, etc.) was selected because no problem was discussed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 96%
No diagnostic questions or symptom identification were made.
T2 Not Applicable Appropriate tools / resources used conf 96%
No tools, resources, or evidence were used during the call.
T3 Not Applicable No misinformation conf 96%
The agent did not provide any technical information or recommendations.
Communication
C1 Not Met Clear & professional language conf 99%
Since no one is in the other line, I will attempt to disconnect the car within 10 seconds.
C2 Not Met Confirmed understanding conf 98%
The agent never engaged with the customer’s needs or adjusted language; the interaction was purely a scripted drop-off.
Customer Ownership
O1 Not Met Ownership & empathy conf 99%
Agent abandoned the call instead of attempting to re-engage or verify connection status; no ownership demonstrated.
O2 Not Met Proactive follow-through conf 98%
No next steps or timelines were given; the call was simply ended without follow-up plan or callback commitment.
O3 Not Applicable Closure confirmation conf 97%
There was no prior case history to reference; the call never progressed beyond the greeting.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation was performed and none was warranted given the lack of a problem.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Met Customer effort minimised conf 99%
Agent showed no empathy or professionalism; abruptly ended the call without verifying customer disengagement.
X2 Not Met Tone & rapport conf 98%
Agent did not adapt tone or pace; simply repeated a script and disconnected without checking for customer response.
X3 Not Met Overall experience conf 99%
Customer effort was increased by being left without assistance and forced to call back, with no attempt to confirm if they were present or heard.
Call Transcript1 turns · 3 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] hi, thank you for calling linksys technical support. This is Rio. How can I assist you for today? hi, thank you for calling linksys technical support. This is Rio. How can I assist you for today? There is anyone in the other line? Please make sure the volume is not muted on your phone. Hello? Hello? Since no one is in the other line, I will attempt to disconnect the car within 10 seconds. [silence] You're welcome. Thank you for calling Lynxess. If you need further assistance, do not hesitate to call us back. Have a nice day, bye bye.
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