V2 Rubric Detail — 52278c3e-8232-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 22:53
Duration
7m 40s
Contact
518-982-5015
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 (1 hallucinated segment). 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 transcript contains only the initial automated welcome message with no agent-customer interaction. All behavioral indicators are correctly rated as Not Applicable because no diagnostic, resolution, or communication behaviors occurred. There is no evidence of abandonment, evasion, or discourtesy—this represents a pre-engagement state rather than a failed interaction, so no auto-zero triggers apply.

V1 Case Analysis

Call ended after greeting; no issue reported or addressed.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent-customer dialogue was captured beyond the automated greeting.
  • No product information, warranty status, or issue details were obtained.
  • Call ended without any troubleshooting, guidance, or closure.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No collection of required product or customer information.
  • No attempt to identify or address the customer's problem.
  • Call terminated without providing any support path.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No issue was presented or resolved; the interaction consists only of the automated greeting.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was initiated; the agent did not engage with a customer issue.
R3 Not Applicable Correct resolution path conf 100%
No support path decision was made due to absence of customer interaction.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was started; no symptoms were identified.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used or referenced by an agent.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
Only an automated greeting was played; no call control demonstrated.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer communication style occurred.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions such as follow-through or transfers were taken.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established.
O3 Not Applicable Closure confirmation conf 100%
No prior history or handoff context was referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution to evaluate.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism cues beyond the standard greeting.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone, pace, or emotional state observed.
X3 Not Applicable Overall experience conf 100%
No actions taken that affect customer effort.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Linksys Support. To insure 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.
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