V2 Rubric Detail — 7784c614-80a1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 23:04
Duration
10m 5s
Contact
931-704-8254
Issue Type
Unknown
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137138
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9610 - Intermittent dropping
⚠ 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 transcript contains only an automated greeting message with no agent-customer interaction. The message properly set call expectations (C1 Met), but no issue was presented, troubleshooted, or resolved. All other indicators are Not Applicable due to absence of interaction. No critical failures (e.g., abandonment, discourtesy) occurred, so auto-zero does not apply.

V1 Case Analysis

Call ended after automated welcome; no agent interaction, issue identification, or troubleshooting occurred.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent-customer dialogue captured beyond the opening script.
  • No device information, problem description, or troubleshooting steps were collected.
  • Call ended without any resolution path or follow-up plan.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to engage the customer or gather basic device details.
  • No troubleshooting or guidance was provided.
  • No closure or next-step was communicated.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No issue was presented or discussed; the transcript contains only an automated greeting.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were initiated or observed in the transcript.
R3 Not Applicable Correct resolution path conf 100%
No resolution path, warranty determination, or support option discussion occurred.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process, symptom identification, or root cause analysis was attempted.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools (KB, remote access, logs, etc.) were used or referenced.
T3 Not Applicable No misinformation conf 100%
No technical information, recommendations, or conclusions were provided.
Communication
C1 Met Clear & professional language conf 95%
Agent (via automated message) set clear call expectations: instructed customer to have serial number ready and to stay on the line for assistance.
C2 Not Applicable Confirmed understanding conf 100%
No customer-specific communication style, level, or accessibility need was expressed or addressed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions such as transfers, commitments, or follow-through were required or demonstrated.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or disconnect/callback commitments were established.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff context was available or referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made, and none was warranted given that no issue was reported.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution to evaluate.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
Customer did not express frustration or emotional distress; no empathy was required.
X2 Not Applicable Tone & rapport conf 100%
No customer tone, pace, or emotional state was evident to adapt to.
X3 Not Applicable Overall experience conf 100%
No actions were taken that could reduce or increase customer effort beyond standard hold messaging.
Call Transcript1 turns · 2 lines
Speaker 1
Welcome to Lynxis 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.lynxis.com for more information about your product.
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