V2 Rubric Detail — 23dfc7bc-7bf0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 23:44
Duration
15m 0s
Contact
Edward Sorg
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136575
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ 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

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript contains only an automated welcome message with no agent interaction, customer issue, or troubleshooting. Consequently, all behavioral indicators are not applicable, and no escalation or resolution actions occurred.

V1 Case Analysis

Customer did not respond after initial greeting; no issue identified.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent only delivered the opening script and did not engage the customer.
  • No product model, serial number, or warranty information was collected.
  • Call ended with silence; no troubleshooting or resolution was attempted.
Positive Highlights
  • Greeting was clear and professional.
Agent Errors / Gaps
  • Failed to ask for the customer's issue or any device details.
  • Did not attempt to identify or resolve a problem before the call ended.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue presented; only automated greeting played.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were taken or described.
R3 Not Applicable Correct resolution path conf 100%
No determination of warranty status or resolution path was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification occurred.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used or referenced.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given.
Communication
C1 Not Applicable Clear & professional language conf 100%
Only an automated greeting was provided; no agent‑led call control observed.
C2 Not Applicable Confirmed understanding conf 100%
No communication style adaptation was demonstrated.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions (transfers, follow‑ups) were taken.
O2 Not Applicable Proactive follow-through conf 100%
No explicit next‑step or timeline was set beyond the generic website suggestion.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff context was used.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the lack of issue.
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 cues were observed.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or pace was evident.
X3 Not Applicable Overall experience conf 100%
No actions were taken that could reduce or increase customer effort.
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.com for more information about your product. [silence]
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