V2 Rubric Detail — 1eed5166-7f24-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 01:34
Duration
6m 57s
Contact
425-286-7120
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#TE00137005
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 - Unable to access some webites
⚠ 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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-20.0)

V2 Grader Summary

The transcript contains only the initial welcome greeting and no customer interaction, troubleshooting, or resolution. Consequently, none of the behavioral indicators can be assessed, and the call ends without any issue being addressed.

V1 Case Analysis

Call ended after automated greeting; no issue captured or addressed.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent-customer interaction occurred beyond the automated greeting.
  • No product, serial number, or warranty information was collected or discussed.
  • No troubleshooting, guidance, or resolution was provided.
  • The call ended without any operational closure or next steps.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engaged with the customer; call did not progress beyond the automated message.
  • No attempt was made to identify the customer's issue or provide assistance.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented or discussed; the call contains only the automated greeting.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed or described.
R3 Not Applicable Correct resolution path conf 100%
No warranty or product‑status determination was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification were observed.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used during the call.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
Only a standard opening greeting was given; no call control actions were evident.
C2 Not Applicable Confirmed understanding conf 100%
No communication tailoring to the customer's level could be assessed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership behavior (transfer, commitment, follow‑up) was demonstrated.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were set.
O3 Not Applicable Closure confirmation conf 100%
No case continuity or handoff context was present.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism beyond the generic greeting was observable.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone, pace, or emotional state could be evaluated.
X3 Not Applicable Overall experience conf 100%
No effort‑reduction actions (e.g., avoiding repetition) were evident.
Call Transcript1 turns · 1 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 for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at Linksys.com or our chat support to serve a live chat. We apologize for the delay and we'll be with you as soon as possible.
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