V2 Rubric Detail — 61b573fa-7cd3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 02:51
Duration
20m 43s
Contact
951-807-4325
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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-30.0)

V2 Grader Summary

The transcript consists solely of an automated welcome message with no live agent interaction. As a result, no behavioral indicators can be assessed, and all are marked Not Applicable. The call is classified as Unresolved due to the absence of any technical or relational engagement.

V1 Case Analysis

Call began with greeting only; no issue captured or support provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Transcript contains only the pre-recorded greeting; no live agent interaction occurred.
  • Agent provided an invalid support URL: 'support-LinkSys.com' instead of 'support.linksys.com'.
  • No model number, serial number, or issue description was collected.
Positive Highlights
  • Greeting was professionally worded and included standard compliance messaging.
  • Prompted the customer to have the serial number ready, aligning with protocol expectations.
Agent Errors / Gaps
  • Provided an incorrect and non-functional support URL (support-LinkSys.com).
  • Failed to collect essential product information (model/serial) before directing to self-service.
  • Did not acknowledge or identify the customer's issue, resulting in no support path.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
Transcript contains only automated greeting; no resolution or outcome presented.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps shown in transcript.
R3 Not Applicable Correct resolution path conf 100%
No determination of warranty status or resolution path evident.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification present.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tool usage (remote session, logs, etc.) described.
T3 Not Applicable No misinformation conf 100%
No technical guidance or recommendations given.
Communication
C1 Not Applicable Clear & professional language conf 100%
Transcript shows only opening greeting; no call‑control actions beyond that.
C2 Not Applicable Confirmed understanding conf 100%
No communication style or adaptation to customer observable.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No evidence of ownership, transfers, or follow‑up commitments.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines provided.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff context appears.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision made or discussed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution details present.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience evaluable from single greeting line.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or emotional state observable.
X3 Not Applicable Overall experience conf 100%
No actions that would reduce or increase customer effort shown.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Links is 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-LinkSys.com for more information about your product.
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