V2 Rubric Detail — 6feac746-73b8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 12:45
Duration
15m 43s
Contact
Murray Hebert
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135125
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The security cameras are unable to connect to the network.
⚠ 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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
Communication5.00/5
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall100.0% (+64.0)

V2 Grader Summary

The call consisted solely of an automated welcome message with no agent interaction, no customer issue, and no troubleshooting, escalation, or resolution steps. Consequently, none of the behavioral indicators could be meaningfully assessed beyond the generic greeting.

V1 Case Analysis

No agent interaction after automated greeting; call ended without issue identification or support.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred after the automated greeting.
  • No customer engagement, issue identification, or troubleshooting was attempted.
  • Call ended without any operational closure or next-step guidance.
Positive Highlights
  • No technical inaccuracies were introduced since no advice was given.
Agent Errors / Gaps
  • Failed to engage the customer or confirm presence after the automated greeting.
  • Did not collect any required case fields (model, serial, contact info).
  • Provided no troubleshooting, escalation path, or self-help options.
  • Allowed the call to end without any actionable outcome.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue presented and no resolution was given.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed.
R3 Not Applicable Correct resolution path conf 100%
No resolution path (warranty, escalation, etc.) was selected.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
Agent did not ask any diagnostic questions.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used during the call.
T3 Not Applicable No misinformation conf 90%
No technical guidance beyond a generic pre‑recorded message was provided.
Communication
C1 Met Clear & professional language conf 90%
Greeting set expectations (monitoring notice, request for serial number, warranty info).
C2 Not Applicable Confirmed understanding conf 100%
No two‑way communication occurred to assess level‑appropriate language.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions were possible; no customer interaction.
O2 Not Applicable Proactive follow-through conf 90%
No specific next steps or timelines were set beyond the generic request for a serial number.
O3 Not Applicable Closure confirmation conf 100%
No prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was 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 cues were needed; no customer present.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or emotional state could be observed.
X3 Not Applicable Overall experience conf 100%
No actions 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. 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. [silence]
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