V2 Rubric Detail — 14386b42-638c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 22:47
Duration
16m 23s
Contact
786-450-8270
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.
⚠ Auto-Zero applied: Agent disconnected the call without resolving the issue or attempting proper troubleshooting, constituting a critical failure under 'Line Release' (E). Despite a brief apology, the agent failed to maintain the line long enough to confirm disconnection necessity or offer alternative contact methods, violating core support protocol.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to establish contact, perform any diagnostics, or provide assistance, ultimately disconnecting the call after minimal wait time. While a single apology was offered, the lack of sustained effort, follow-up, or escalation constitutes a line release critical failure. No resolution or meaningful progress was made.

V1 Case Analysis

Customer did not respond; call was disconnected without issue identification.

Troubleshooting Steps

None recorded.

Key Observations
  • Customer never engaged; no information was obtained.
  • Agent repeated the same prompt multiple times without offering a callback or alternative contact method.
  • Call was terminated without any troubleshooting or escalation.
Positive Highlights
  • Agent politely and professionally attempted to re-engage the customer multiple times.
  • Provided a clear 10-second warning before disconnection, setting expectations appropriately.
  • Maintained calm and professional tone throughout a non-responsive call.
Agent Errors / Gaps
  • Did not verify if the customer was still on the line before disconnecting.
  • Failed to offer a callback or alternative contact method after no response.
  • No collection of product or warranty information.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended without identifying or resolving any issue; no outcome was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps, diagnostic questions, or problem identification occurred.
R3 Not Met Correct resolution path conf 96%
No resolution path was selected or attempted; agent abandoned call without effort.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms or ask any diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 96%
No tools, KB articles, or systems were accessed or used during the interaction.
T3 Not Met No misinformation conf 97%
No technical information, recommendations, or instructions were provided.
Communication
C1 Not Met Clear & professional language conf 95%
Agent gave no framing, lost control by waiting passively, and disconnected abruptly.
C2 Not Applicable Confirmed understanding conf 90%
Customer never responded, so adaptation to communication style could not be assessed.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent failed to take ownership; call was disconnected without meaningful engagement.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 90%
No prior history or handoff occurred; first contact with no continuity needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was made and none was warranted due to lack of customer input.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized once ('I really do apologize'), showing minimal empathy, but provided no further acknowledgment of customer experience.
X2 Not Applicable Tone & rapport conf 90%
Customer never spoke, so adaptation to tone, pace, or emotional state was not possible to assess.
X3 Not Applicable Overall experience conf 90%
No actions were taken that could reduce or increase customer effort; interaction ended before engagement.
Call Transcript1 turns · 4 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 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. 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 Press eight. 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 eight. Please remain on the line for assistance. Please remain on the line for assistance. Please remain on the line for assistance. Press 1. Please remain on the line for assistance. Press 1. Please remain on the line for assistance. Press 1. Thank you for calling Linksys. This is Epi. How can I help you? Thank you for calling Link sys. This is Epi. How can I help you? Hello? Hello, ma'am or sir. I really do apologize, but I hear no response on your end. I'll wait on the line for 10 seconds. If I can't hear from you, I'm afraid I have to disconnect this call. Please make sure that the phone is not muted. Hello? Hello. Hello. Hello. Hello. I really do apologize, but I hear no response on your end. I'll wait on the line for 10 seconds. If I can't hear from you, I'm afraid I have to disconnect this call. Please make sure that the phone is not muted. Hello? Hello. Hello. Hello. Choose for this but I'll be disconnecting this call now to take a new call. Thank you again for calling Linksys. This is Eppi and you do have a great night. Bye for now.
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