V2 Rubric Detail — 16872ba2-69e7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 00:54
Duration
16m 17s
Contact
Edward Earle
Issue Type
Unknown
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133688
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 V2_Wireless Settings
⚠ 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: Line Release (E) – agent released the call after no response without completing assistance, constituting a critical failure per rubric.

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
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to establish any meaningful interaction, provided no support, and ended the call by releasing the line after silence. No troubleshooting, ownership, or customer experience standards were met. The decisive evidence is the premature termination of the call without confirming customer disconnection or attempting further outreach, triggering an auto-zero for Line Release.

V1 Case Analysis

Call disconnected; no issue captured, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent repeated the greeting verbatim at least five times between [15:00] and [16:00], indicating a breakdown in call handling.
  • No attempt was made to identify the customer's issue, device, or even confirm if the customer was present or able to respond.
  • The call was terminated solely due to lack of customer response, with no effort to re-engage or provide alternative support options.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Repeated the greeting excessively without adapting to the lack of response, violating basic call control and efficiency protocols.
  • Failed to perform any information gathering, including product model, serial number, or customer issue, constituting a critical protocol failure.
  • Did not attempt alternative engagement strategies (e.g., asking the customer to press a key, confirming audio quality beyond volume) before disconnecting.
  • Terminated the call without offering any self-help resources, KB links, or callback instructions, resulting in no operational closure.
  • Poor communication: the repetitive loop created confusion and failed to establish a clear, professional interaction.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No issue was presented or resolved; the call ended without any customer problem being addressed.
R2 Not Met Diagnostic thoroughness conf 99%
No troubleshooting steps were performed because no customer interaction occurred.
R3 Not Met Correct resolution path conf 98%
No warranty status check or resolution path was initiated due to lack of customer engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 99%
Agent did not identify any symptoms or ask diagnostic questions; no logical process applied.
T2 Not Applicable Appropriate tools / resources used conf 97%
No tools could be used as no troubleshooting or customer issue was present.
T3 Not Applicable No misinformation conf 97%
No technical information or recommendations were provided during the call.
Communication
C1 Partially Met Clear & professional language conf 95%
Agent set an expectation about releasing the call after 10 seconds of silence, but repeated greeting multiple times without advancing the interaction.
C2 Not Applicable Confirmed understanding conf 96%
There was no substantive exchange to adapt communication style to the customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 99%
Agent did not take ownership of any issue and terminated the call without assistance.
O2 Not Met Proactive follow-through conf 99%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 97%
No prior case history existed, and no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was made and none was warranted (no issue presented).
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Met Customer effort minimised conf 99%
Agent expressed no empathy or acknowledgment of customer experience; interaction was entirely transactional and repetitive.
X2 Not Applicable Tone & rapport conf 96%
No tone or pace adaptation was possible due to absence of customer input.
X3 Not Met Overall experience conf 99%
Customer effort was not reduced; call ended abruptly after repeated prompts with no resolution path.
Call Transcript1 turns · 4 lines
Speaker 2
Welcome to Lynx-Sys 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. Lynx-Sys.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, [silence] 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 Thank you for calling. This is Skarla. How may I help you? Thank you. For calling. This is Skarla. How may I help you? Thank you. For calling. This is Skarla. How may I help you? Thank you. For calling. This is Skarla. How may I help you? Thank you. For calling. This is Skarla. How may I help you? If no one will be answering on the other line, I'm going to release the call in 10 seconds, but do we make sure that the volume on your phone is not muted? Thank you. For calling. This is Skarla. How may I help you? Again, make sure that the phone. um, it's not muted on your phone. All right. It's already been uh 10 seconds. No one is answering on the other line. I'm going to release the call. Thank you for calling Linksys. This is Carla. Bye for now.
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