V2 Rubric Detail — 49c360ba-614c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-06 02:06
Duration
11m 58s
Contact
510-500-9627
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
—

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.1% (-24.9)

V2 Grader Summary

The call consisted solely of an automated greeting followed by customer utterances that lacked coherent issue description. The agent failed to engage, troubleshoot, or provide any form of support. No resolution path was pursued, and no customer experience best practices were applied. The interaction resulted in zero progress, warranting an Unresolved classification.

V1 Case Analysis

Customer called, repeated unclear statements; no issue identified; no assistance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • No clear problem statement from the customer.
  • Agent never spoke; only IVR messages were heard.
  • No product, warranty, or case information was gathered.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Agent did not engage with the customer, resulting in no troubleshooting or resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No issue was identified or resolved; the call ended without any support interaction beyond the automated greeting.
R2 Not Met Diagnostic thoroughness conf 97%
The agent did not perform any troubleshooting steps or diagnostic questions.
R3 Not Met Correct resolution path conf 96%
No resolution path was selected or offered; the agent did not assess warranty status or propose troubleshooting, escalation, or self-help.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No symptoms were identified, no diagnostic questions asked, and no root cause determined.
T2 Not Applicable Appropriate tools / resources used conf 92%
No tools could be used due to absence of troubleshooting or customer engagement.
T3 Met No misinformation conf 93%
The automated script accurately conveyed support availability for in-warranty products and referenced register.linksys.com, consistent with KB content.
Communication
C1 Not Met Clear & professional language conf 96%
The agent failed to frame the interaction, guide the conversation, or maintain control; the call devolved into silence after the script.
C2 Not Met Confirmed understanding conf 95%
The agent did not adapt to the customer's confused or incoherent statements, nor confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
The agent took no ownership of the case and made no attempt to assist or transfer.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were provided.
O3 Not Applicable Closure confirmation conf 91%
There was no prior case history, and no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was made and none was warranted due to lack of a defined issue or customer request.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
The agent expressed no empathy or acknowledgment of the customer’s apparent distress or confusion.
X2 Not Met Tone & rapport conf 95%
The agent did not adjust tone, pace, or engagement level in response to the customer’s incoherent input.
X3 Not Met Overall experience conf 95%
The customer repeated unclear phrases multiple times with no attempt by the agent to reduce effort or clarify.
Call Transcript3 turns · 11 lines
Speaker 1
[KEEP_UNCERTAIN] [silence]
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in warranty 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 one now. [silence] For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. 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. [silence] To hear more about your service options, press two. [silence] To hear these options again. 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 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, press 8. Please remain on the line for assistance. [silence]
00:00
Speaker 1
What are these? [silence] What are they? That was very coming up. The one which and then the one coming out. That was great. That was great. How are we getting to? We're parking. What are you? What are these? What are these? How are you getting to? What are these? What are these? Me. Uh. [silence] That was great. Uh. [silence] Go ahead. Oh. [silence] [silence] [silence] What are those? Uh, PC. Uh, Flash. Uh. [silence] You're broke? [silence] 50 DBR5. [silence] 50. [silence] Eh? [silence] [silence] You're for it. Go ahead. [ [silence] [silence] [silence] [silence] [silence] hi. [silence] we've got an appointment on the 19th. [silence] er us. What are these? [silence] What are these? (repeat title theme) [silence] [music] [music]
02:00