V2 Rubric Detail — 613d23fe-765d-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-02 21:31
Duration
6m 41s
Contact
714-742-9276
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 (4 hallucinated segments). 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 an automated welcome message with no customer issue, troubleshooting, or agent interaction. Consequently, all behavioral indicators are not applicable, and no resolution, escalation, or customer experience actions can be evaluated.

V1 Case Analysis

Automated welcome message only; no agent interaction or issue resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred during the call.
  • No customer issue was identified or addressed.
  • No product model, serial number, or warranty status was collected.
  • No troubleshooting or resolution path was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engagement despite customer initiating contact.
  • Failed to identify or address any customer issue.
  • No resolution or next-step guidance provided.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; only an automated greeting was played.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed.
R3 Not Applicable Correct resolution path conf 100%
No determination of warranty status or resolution path was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questioning or symptom identification occurred.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources 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%
Only an automated greeting was provided; no call control actions by an agent.
C2 Not Applicable Confirmed understanding conf 100%
No communication with a customer beyond the scripted intro.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership demonstrated; no interaction beyond the script.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were set.
O3 Not Applicable Closure confirmation conf 100%
No case continuity or prior history referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made nor was it warranted.
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 demonstrated beyond the script.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or engagement observed.
X3 Not Applicable Overall experience conf 100%
No effort reduction actions were taken.
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.
00:00