V2 Rubric Detail — 4c91b9ec-7c98-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:48
Duration
20m 39s
Contact
661-400-7647
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
Communication2.00/5
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 contains only a generic welcome message with no agent-customer interaction, troubleshooting, or resolution. Consequently, all behavioral indicators are not applicable, and no escalation or outcome was achieved.

V1 Case Analysis

No issue identified; call ended after automated greeting with no agent interaction or resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent engagement after the automated greeting.
  • No attempt to identify the customer's issue or product details.
  • Call ended without providing any assistance or next steps.
Positive Highlights
  • Automated greeting accurately directed the customer to support.linksys.com and requested the serial number.
Agent Errors / Gaps
  • Failed to engage the customer after the opening message.
  • Did not collect any product or issue information.
  • No troubleshooting or support path was offered.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No issue was presented or resolved; transcript contains only a welcome message.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed or described.
R3 Not Applicable Correct resolution path conf 100%
No decision about warranty, escalation, or path selection was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification occurred.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given.
Communication
C1 Not Applicable Clear & professional language conf 100%
No interaction to assess call control or guidance.
C2 Not Applicable Confirmed understanding conf 100%
No communication style or accessibility adaptation observed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership behavior could be evaluated.
O2 Not Applicable Proactive follow-through conf 100%
No next-step or timeline was set.
O3 Not Applicable Closure confirmation conf 100%
No case continuity or handoff information was present.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience could be observed.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone, pace, or emotional state was evident.
X3 Not Applicable Overall experience conf 100%
No actions were taken to reduce customer effort.
Call Transcript1 turns · 1 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. [silence]
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