V2 Rubric Detail — 384c7dd4-7a02-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 12:48
Duration
6m 37s
Contact
913-353-9486
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
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
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 call consists only of scripted greetings and repeated introductions with no customer issue presented, no troubleshooting attempted, and no technical guidance provided. All behavioral indicators are not applicable due to insufficient evidence, and no critical failures (e.g., abandonment, discourtesy) are observable in the transcript.

V1 Case Analysis

Caller received no assistance; call ended without issue identification or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent repeated the greeting verbatim, indicating possible script or system glitch.
  • No product information (model, serial) was collected.
  • The customer's issue was never identified, and no troubleshooting was attempted.
  • Call concluded without any resolution, escalation, or self‑help recommendation.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to ask the customer for the problem description.
  • Did not collect required product details (model, serial, warranty).
  • Provided no troubleshooting, guidance, or next‑step information.
  • Repeated the same greeting multiple times, causing confusion.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the call consists only of greetings and no resolution outcome can be assessed.
R2 Not Applicable Diagnostic thoroughness conf 100%
The transcript shows only agent greetings; no troubleshooting steps were performed.
R3 Not Applicable Correct resolution path conf 100%
No product status, warranty discussion, or resolution path was addressed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No symptoms were identified, and no diagnostic questions were asked.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used, and there was no opportunity to use them due to lack of customer input.
T3 Not Applicable No misinformation conf 100%
The agent only gave a generic welcome message; no technical information, recommendations, or conclusions were provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
There was no substantive interaction to evaluate call control or guidance.
C2 Not Applicable Confirmed understanding conf 100%
No communication beyond the greeting; no adaptation to customer level could be observed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions (e.g., taking responsibility, avoiding transfers) were demonstrated.
O2 Not Applicable Proactive follow-through conf 100%
No next‑step or timeline was set.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff context was referenced.
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 occurred to evaluate execution.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
Empathy or professionalism cannot be judged without a customer exchange.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or emotional state was observable.
X3 Not Applicable Overall experience conf 100%
No actions were taken that could reduce or increase customer effort.
Call Transcript1 turns · 4 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. Hi, thank you for calling linksys is C. How can I help you today? Hi, thank you for calling linksys is C. How can I help you today? Hi, thank you for calling Leases. This is Gia. I'm going to help you today. Hello. Hello.
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