V2 Rubric Detail — 704cb09e-7b1c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 22:29
Duration
11m 42s
Contact
603-630-5595
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
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
Protocol2.00/5
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 call transcript contains only the standard opening greeting and hold music, with no live agent-customer interaction or customer issue presented. All behavioral indicators are Not Applicable due to lack of observable behavior, and no critical failures are present. The outcome defaults to Partial Resolution as no other classification criteria are met.

V1 Case Analysis

Call ended after greeting; no issue reported or troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Call contained only the opening greeting and prolonged silence/music; the customer never engaged.
  • Agent did not attempt further engagement after the initial request for serial number.
  • No device information, problem description, or troubleshooting was collected.
Positive Highlights
  • Provided the standard opening greeting and asked for the serial number as per protocol.
Agent Errors / Gaps
  • Failed to re‑engage the customer after the initial greeting.
  • Did not collect required product details or attempt to identify the issue.
  • No troubleshooting or next‑step guidance was provided.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented, so no resolution outcome can be assessed.
R2 Not Applicable Diagnostic thoroughness conf 100%
The transcript contains only the initial greeting; no troubleshooting steps were performed.
R3 Not Applicable Correct resolution path conf 100%
No resolution path (warranty, RMA, escalation, etc.) was discussed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification occurred.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used during the call.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given.
Communication
C1 Not Applicable Clear & professional language conf 100%
The agent only delivered a standard opening script; no call control actions were observable.
C2 Not Applicable Confirmed understanding conf 100%
No interaction with the customer occurred beyond the greeting.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership behavior can be judged without a customer issue.
O2 Not Applicable Proactive follow-through conf 100%
No next‑step or timeline was established for a specific problem.
O3 Not Applicable Closure confirmation conf 100%
There was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the lack of an issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
Empathy or professionalism beyond the scripted greeting cannot be assessed.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or pace was observable.
X3 Not Applicable Overall experience conf 100%
No effort‑reduction actions were taken because no problem was discussed.
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. [silence] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music] [music]
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