V2 Rubric Detail — 610ce5b0-7660-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 21:52
Duration
20m 32s
Contact
206-992-0858
Issue Type
Unknown
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

Resolution0.00/5
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The call consists solely of an automated IVR greeting with no live agent interaction. No troubleshooting, resolution, escalation, or customer experience actions were observed, resulting in an unresolved outcome.

V1 Case Analysis

Call ended after automated greeting; no issue captured, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • No customer issue or symptom was captured.
  • Agent did not ask for model number, serial number, or warranty status.
  • Call ended after the initial automated script with no further engagement.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect required product information (model, serial, warranty).
  • Did not engage the customer to identify the problem.
  • No troubleshooting or support path was offered.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
The transcript contains only an automated greeting; no issue was resolved or outcome achieved.
R2 Not Met Diagnostic thoroughness conf 99%
No troubleshooting steps were performed; the call ends after the scripted intro.
R3 Not Applicable Correct resolution path conf 97%
There is no discussion of warranty status, product eligibility, or escalation path.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 97%
No diagnostic questions or symptom identification were made.
T2 Not Applicable Appropriate tools / resources used conf 97%
No tools, resources, or evidence were used during the call.
T3 Not Applicable No misinformation conf 97%
No technical guidance or recommendations were provided.
Communication
C1 Not Applicable Clear & professional language conf 95%
The agent did not guide the interaction beyond the initial script.
C2 Not Applicable Confirmed understanding conf 95%
No communication style adaptation or comprehension checks were observed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
No ownership behavior (e.g., follow‑through, transfers) is evident.
O2 Not Applicable Proactive follow-through conf 95%
No next steps or timelines were set.
O3 Not Applicable Closure confirmation conf 95%
No case continuity or prior‑history reference appears.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation decision was made or required.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was executed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 95%
No empathy, professionalism, or patience demonstrated beyond the scripted greeting.
X2 Not Applicable Tone & rapport conf 95%
No adaptation to tone or emotional state is observable.
X3 Not Applicable Overall experience conf 95%
No effort was made to reduce customer effort; the call never progressed.
Call Transcript1 turns · 1 lines
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. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
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