V2 Rubric Detail — 39fc9526-6b73-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 00:10
Duration
7m 42s
Contact
458-244-4666
Issue Type
Unknown
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

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
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
Communication5.00/5
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall100.0% (+64.0)

V2 Grader Summary

The call consists only of the IVR menu and the agent’s greeting with a 10-second wait notice. No customer response was captured, so no issue was presented, diagnosed, or resolved. All indicators related to resolution, technical accuracy, ownership, escalation, and customer experience are Not Applicable. Only C1 is Met due to the agent setting a clear expectation about disconnection. No critical failures occurred.

V1 Case Analysis

Customer did not provide any issue; call ended without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • No problem description was ever obtained from the customer.
  • Agent did not collect model, serial number, or warranty status.
  • Call ended without any troubleshooting, guidance, or escalation.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to ask for or confirm product model/serial number.
  • Did not verify warranty status or support eligibility.
  • Did not set expectations or offer any self-help resources.
  • No troubleshooting flow was initiated.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the call ended before any problem could be discussed or resolved.
R2 Not Applicable Diagnostic thoroughness conf 100%
The agent did not perform any troubleshooting steps, as no customer input was received.
R3 Not Applicable Correct resolution path conf 100%
No product or warranty status was discussed, and no resolution path was selected due to lack of customer engagement.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated because the customer did not respond.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used, but none were necessary given the absence of a technical issue.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided during the call.
Communication
C1 Met Clear & professional language conf 95%
Agent set a clear expectation: 'I will wait in the line for 10 seconds, if I can't hear from you, I'm afraid, I have to disconnect this call.'
C2 Not Applicable Confirmed understanding conf 100%
No customer communication occurred, so adaptation to level or style could not be assessed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions were required, as the customer never engaged in the conversation.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or follow-up commitments were made, as the interaction did not progress beyond greeting.
O3 Not Applicable Closure confirmation conf 100%
There was no prior history or handoff context to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted due to lack of customer issue presentation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be evaluated.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
Customer did not express any emotional state; empathy was not required or demonstrated.
X2 Not Applicable Tone & rapport conf 100%
No customer tone or emotional state to adapt to; interaction ended before engagement.
X3 Not Applicable Overall experience conf 100%
No steps were taken that could create or reduce customer effort.
Call Transcript1 turns · 4 lines
Speaker 2
Welcome to [silence] of support. [silence] your service your call may be monitored. For in-warranty products, [silence] support team is available to help with performance and hardware issues. [silence] your product by visiting register. [silence]s.com. Please have your device serial number ready. For assistance, press 1 now. For outwarranty 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, [silence] 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 eight. [silence] Hello, this is Epi from Linksys, how can I help you? I will wait in the line for 10 seconds, if I can't hear from you, I'm afraid, I have to disconnect this call. [silence] Hello.
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