V2 Rubric Detail — 54c7a870-6c48-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 01:35
Duration
5m 15s
Contact
512-971-2040
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
Accuracy4.00/5
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 consists solely of an automated welcome message with no live agent interaction. As a result, no support activity occurred, and all indicators are Not Applicable. The issue remains unresolved due to lack of engagement.

V1 Case Analysis

Call ended after automated greeting; no agent interaction or issue collection.

Troubleshooting Steps

None recorded.

Key Observations
  • The entire transcript is an automated system message — no live agent interaction occurred.
  • No attempt was made to collect customer information, identify an issue, or provide assistance.
  • Spelling errors in the script: 'in-waranty' and 'waranty' appear twice, indicating a quality issue in the automated message.
Positive Highlights
  • Automated message content was technically accurate per KB, aside from minor spelling errors.
Agent Errors / Gaps
  • No agent intervention — the call failed to transition from automated greeting to live support.
  • Failed to collect any required case information (model, serial, issue description).
  • Did not acknowledge or respond to any customer input (if any occurred off-transcript).
  • Provided no resolution path, escalation option, or self-help guidance.
  • Allowed the call to end without establishing contact or setting next steps.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
The transcript contains only an automated welcome message; no customer issue was presented or addressed.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed by an agent; the interaction did not progress beyond the greeting.
R3 Not Applicable Correct resolution path conf 100%
No warranty status was checked or resolution path offered by a live agent during the call.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated; the call did not involve agent-customer interaction.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used, as the call never advanced past the automated system.
T3 Not Applicable No misinformation conf 100%
No technical information was provided by an agent during the brief transcript.
Communication
C1 Not Applicable Clear & professional language conf 100%
The pre-recorded message does not constitute active call control or guidance by an agent.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer level or style occurred, as no live interaction took place.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent took ownership of the case, as the call was entirely automated.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established by a support agent.
O3 Not Applicable Closure confirmation conf 100%
There was no case continuity demonstrated, as no agent engaged with a prior case.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or required, as no issue was reported.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, as the call did not reach a support agent.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism from a live agent was expressed in the transcript.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state occurred, as no interaction happened.
X3 Not Applicable Overall experience conf 100%
No actions were taken to reduce customer effort beyond the automated prompt.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-waranty 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. For out of waranty products, paid support is available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of waranty product, paid support option may be available depending on the issue.
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