V2 Rubric Detail — 3bd6c2fe-7a6e-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-08 01:42
Duration
19m 52s
Contact
559-645-0153
Issue Type
General Inquiry
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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
Communication5.00/5
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall100.0% (+78.0)

V2 Grader Summary

The call consisted solely of an automated greeting and agent introduction with no customer response. All technical and resolution-related indicators are Not Applicable. C1 is Met because the agent clearly communicated expectations and maintained call control by warning of an imminent disconnect. No auto-zero is warranted as there was no abandonment or misconduct—only an unanswered call.

V1 Case Analysis

No customer interaction; call ended without issue identification. Critical error: Pre-recorded message directed customers to incorrect URL (support.linkssys.com).

Troubleshooting Steps

None recorded.

Key Observations
  • Pre-recorded message contained incorrect support URL ('support.linkssys.com') - violates KB accuracy (should be 'support.linksys.com')
  • Agent repeated greetings without verifying customer presence
  • No technical interaction or troubleshooting occurred
  • Call ended without any issue identification or resolution path
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided incorrect support URL in pre-recorded message (support.linkssys.com) - directly contradicts KB
  • Failed to correct the URL error during live interaction
  • Did not verify customer presence before proceeding
  • No attempt to identify issue or provide support

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented, so no resolution outcome can be observed.
R2 Not Applicable Diagnostic thoroughness conf 100%
The transcript contains no troubleshooting steps or diagnostic dialogue.
R3 Not Applicable Correct resolution path conf 100%
No resolution path (warranty check, escalation, etc.) was discussed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification were made.
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 Met Clear & professional language conf 95%
Agent established clear expectations: warned about muted volume, repeated availability, and explicitly stated a 10-second release policy if unanswered, demonstrating proactive call control.
C2 Not Applicable Confirmed understanding conf 100%
No customer interaction occurred to assess adaptation to communication level or style.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No case ownership actions were possible without a customer issue being raised.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were required as no support issue was initiated.
O3 Not Applicable Closure confirmation conf 100%
No prior history or handoff context existed for this non-engagement.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the lack of a customer issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No customer frustration or emotional state was expressed, making empathy assessment impossible.
X2 Not Applicable Tone & rapport conf 100%
No customer tone or engagement to adapt to; interaction did not progress beyond greeting.
X3 Not Applicable Overall experience conf 100%
No steps were taken that would increase or reduce customer effort.
Call Transcript1 turns · 3 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.linkssys.com for more information about your product. [silence] Thank you for calling Linksys, this is Carla, how I may help you Thank you for calling Linksys, this is Carla, how I may help you Thank you for calling Linksys, this is Carla, how I may help you Is there anyone on the other line? Please make sure the volume is not muted on your phone Thank you for calling links this is Carla how may help you. Again if no one will be answering on the other line, after 10 seconds, I'm going to release the call. Thank you.
00:00