V2 Rubric Detail — 2b8103d2-6ea3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 01:30
Duration
9m 3s
Contact
561-339-9896
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
Accuracy5.00/5
Communication3.00/5
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 consists solely of the automated welcome message with no agent-customer interaction. As no support activity occurred, all behavioral indicators are Not Applicable. The call cannot be scored for performance, but the outcome is classified as Unresolved due to lack of progress.

V1 Case Analysis

Customer did not engage beyond the automated greeting; no issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • No customer interaction beyond the scripted greeting.
  • No product model, serial number, or warranty information was collected.
  • Call ended without any troubleshooting, resolution, or next‑step guidance.
Positive Highlights
  • Automated greeting provided clear instructions for registration and warranty information.
Agent Errors / Gaps
  • Failed to capture any customer issue or device details.
  • Did not follow standard protocol for case creation or information gathering.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
The call contains only an automated welcome message; no customer issue was presented or addressed.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed as the interaction did not progress beyond the greeting.
R3 Not Applicable Correct resolution path conf 100%
No product status or warranty determination was made, and no resolution path was selected.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated; no symptoms were identified or questions asked.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used, as the call did not involve agent-customer interaction.
T3 Not Applicable No misinformation conf 100%
No technical information, recommendations, or conclusions were provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent interaction occurred to demonstrate call control or guidance.
C2 Not Applicable Confirmed understanding conf 100%
No communication with a customer took place to assess adaptation to their level or style.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent ownership could be demonstrated as no support interaction occurred.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 100%
No case history was accessed or referenced, and no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made, and none was warranted during the automated greeting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, as the call did not advance to agent engagement.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience could be observed beyond the script.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone, pace, or emotional state was possible.
X3 Not Applicable Overall experience conf 100%
No actions were taken to reduce customer effort, as no interaction occurred.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-war, products, 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later.
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