V2 Rubric Detail — 1fdad0f0-6910-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:15
Duration
15m 31s
Contact
801-965-9158
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
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The call consisted solely of automated prompts and a brief agent greeting, with no customer issue identified, no troubleshooting, and no attempt at resolution or engagement. All primary indicators are rated Not Met due to complete absence of service delivery. The interaction failed to advance beyond initial contact, resulting in an Unresolved outcome.

V1 Case Analysis

Call received; no issue captured; call ended without troubleshooting or closure.

Troubleshooting Steps

None recorded.

Key Observations
  • No customer issue was identified or documented.
  • Agent failed to collect essential product information (model, serial, warranty).
  • Call ended without any troubleshooting, escalation, or self-help recommendation.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Did not ask the customer what the problem was.
  • Did not gather product model, serial number, or warranty status.
  • Provided no troubleshooting steps, no escalation path, and no closure summary.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No customer issue was presented or resolved; agent announced possible call termination without addressing any problem.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; the interaction did not progress beyond greeting and automated prompts.
R3 Not Met Correct resolution path conf 96%
No warranty status check, product identification, or resolution path was initiated due to lack of customer engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify any symptoms or ask diagnostic questions; no logical diagnostic process was applied.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools or resources were used because no troubleshooting occurred and no customer issue was established.
T3 Not Applicable No misinformation conf 95%
No technical information, recommendations, or conclusions were provided during the call.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to establish call control; after a brief greeting, threatened call termination without guiding the interaction.
C2 Not Met Confirmed understanding conf 95%
No adaptation to customer needs or communication style; interaction remained robotic and disconnected.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of a case or commit to resolving any issue; no responsibility assumed.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were established with the customer.
O3 Not Applicable Closure confirmation conf 94%
This was the first contact; no prior history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was warranted, as no customer issue was presented or diagnosed.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, acknowledgment of caller’s effort, or emotional recognition; tone was transactional.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer’s pace or emotional state; call stalled without engagement recovery.
X3 Not Applicable Overall experience conf 93%
No actions were taken that could reduce customer effort; no steps were initiated.
Call Transcript1 turns · 4 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty product, 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, 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 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 8. Please remain on the line for assistance. Ring, ring. Ring, ring. Ring, ring. Hello, thank you for calling Lynxis. My name is Belthis. This is your first time calling. Hello, thank you for calling Lynxis. This is your first time calling Lynxis Technical Support. Please check if your mic and your volume is enabled. So let's proceed. We'll wait for 10 seconds. If there's no response, we'll have to end the call. Yes or . And the So much for calling the .
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