V2 Rubric Detail — 2339a53a-637c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:53
Duration
14m 7s
Contact
Kathryn Harlow
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132688
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Connection Issue
⚠ 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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists solely of an automated welcome message with no agent-customer interaction. As a result, no technical support behaviors were demonstrated. All indicators that require human interaction are rated Not Applicable or Not Met, leading to an Unresolved outcome.

V1 Case Analysis

Call ended after automated IVR greeting; no agent engagement or issue resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Only an automated IVR message was played; no live agent interaction occurred.
  • No product model, serial number, or warranty status was collected.
  • No troubleshooting or support process was initiated.
  • No resolution, next step, or case documentation was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engaged the call; customer was left in an automated loop with no path to live support.
  • Failed to collect any required product or contact information.
  • No troubleshooting or support guidance was provided.
  • No closure, next step, or case documentation was offered.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Call contains only the automated greeting; no resolution or outcome was provided.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps were performed or documented in the transcript.
R3 Not Met Correct resolution path conf 100%
No path (e.g., RMA, escalation, best-effort) was selected or communicated.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent did not ask diagnostic questions or identify root cause.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given.
Communication
C1 Not Applicable Clear & professional language conf 100%
No interaction to assess call control or framing.
C2 Not Applicable Confirmed understanding conf 100%
No communication with the customer was observed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No evidence of ownership or case handling.
O2 Not Applicable Proactive follow-through conf 100%
No next-step or timeline was set.
O3 Not Applicable Closure confirmation conf 100%
No case continuity or handoff information present.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted in the transcript.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution to evaluate.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism demonstrated because no conversation occurred.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or engagement observable.
X3 Not Applicable Overall experience conf 100%
No effort reduction actions were taken.
Call Transcript1 turns · 1 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. Please 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue.
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