V2 Rubric Detail — 69bfc088-7ef8-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 20:21
Duration
6m 50s
Contact
803-290-6083
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#EOS00136969
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500 No Internet
⚠ 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

ResolutionN/A
TechnicalN/A
Communication5.00/5
Ownership2.50/5
EscalationN/A
Customer ExpN/A
Overall75.0% (+39.0)

V2 Grader Summary

The transcript only contains the initial greeting and procedural information; no customer issue, troubleshooting, or escalation occurred. The agent set clear expectations, which satisfies basic call control, but all resolution‑related indicators are not applicable.

V1 Case Analysis

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

Troubleshooting Steps

None recorded.

Key Observations
  • Only the automated welcome script is present; no real interaction occurred.
  • Agent did not collect any product or warranty information.
  • No troubleshooting steps or resolution path was offered.
Positive Highlights
  • Polite and professional greeting tone.
Agent Errors / Gaps
  • Failure to ask for the customer's issue, device model, or serial number.
  • No attempt to diagnose or provide assistance.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 95%
No customer issue presented; no resolution outcome observed.
R2 Not Applicable Diagnostic thoroughness conf 95%
No troubleshooting steps were performed or documented.
R3 Not Applicable Correct resolution path conf 95%
No determination of warranty status or resolution path was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 95%
Agent did not ask diagnostic questions or identify symptoms.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools or resources were used because no issue was discussed.
T3 Not Applicable No misinformation conf 95%
No technical guidance or recommendations were given.
Communication
C1 Met Clear & professional language conf 85%
Agent opened with a clear greeting, set expectations (have serial number ready) and explained possible wait time.
C2 Met Confirmed understanding conf 85%
Language was simple and appropriate for a first‑call greeting; no jargon was used.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
No ownership actions could be evaluated without a customer issue.
O2 Partially Met Proactive follow-through conf 75%
Agent asked the customer to have the serial number ready, providing a next step, but no timeline or further follow‑up was defined.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff was relevant in this opening greeting.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was offered or required during the brief greeting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 95%
No empathy or emotional response was needed in the greeting.
X2 Not Applicable Tone & rapport conf 95%
No customer tone or emotional state was expressed.
X3 Not Applicable Overall experience conf 95%
No actions were taken that could reduce or increase customer effort.
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.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible.
00:00