V2 Rubric Detail — 5cc124a6-7c02-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 01:55
Duration
5m 14s
Contact
917-359-1510
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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-22.0)

V2 Grader Summary

The transcript consists solely of an automated greeting and hold music, with no agent-customer interaction. Since no troubleshooting or resolution attempt occurred, R1 and R2 are Not Met by default, leading to an Unresolved outcome classification per rubric rules. All indicators are Not Applicable due to lack of observable agent behavior.

V1 Case Analysis

Agent played automated message with incorrect support URL (support.links.com). No customer interaction, issue identification, or troubleshooting performed. Call ended without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided an incorrect support URL: 'support.links.com' instead of 'support.linksys.com'.
  • No attempt was made to engage the customer or identify the issue.
  • No product model, serial number, or warranty status was collected or discussed.
  • No troubleshooting steps were performed or offered.
  • Call ended without any interactive support or next-step guidance.
Positive Highlights
  • Pre-recorded greeting was polite and included standard compliance language.
Agent Errors / Gaps
  • Provided incorrect support URL (support.links.com), which is not a valid Linksys domain and contradicts the KB.
  • Failed to engage the customer or identify the issue despite the call being labeled as a support interaction.
  • Did not follow Linksys protocol for collecting model/serial/warranty information or performing basic troubleshooting.
  • Allowed the call to end without providing any resolution, escalation, or self-help path.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
Transcript contains only automated greeting and music; no agent-customer interaction or resolution outcome observable.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps shown; transcript ends after greeting.
R3 Not Applicable Correct resolution path conf 100%
No product status, warranty, or resolution path information present.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questioning or symptom identification occurs.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tool usage (remote session, logs, etc.) evident.
T3 Not Applicable No misinformation conf 100%
No technical guidance or recommendations provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
Call control cannot be assessed; only a greeting is present.
C2 Not Applicable Confirmed understanding conf 100%
No communication style or adaptation to the customer observable.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No evidence of ownership or transfer decisions appears.
O2 Not Applicable Proactive follow-through conf 100%
No next-step or timeline information given.
O3 Not Applicable Closure confirmation conf 100%
No case continuity or hand-off details present.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision made or discussed; none warranted based on available evidence.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution details provided.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
Empathy, professionalism, or patience cannot be evaluated.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or engagement observable.
X3 Not Applicable Overall experience conf 100%
No effort-reduction actions evident.
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.links.com for more information about your product. [music]
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