V2 Rubric Detail — 7a3bd07a-6e9d-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 00:50
Duration
10m 55s
Contact
580-222-4969
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
Accuracy5.00/5
Communication4.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent delivered only a generic IVR message and greeting without engaging the customer or identifying any issue. No troubleshooting, ownership, or resolution path was initiated, resulting in a completely unresolved interaction. The call provides no evidence of technical or communicative progress.

V1 Case Analysis

Call ended after initial greeting; no issue captured, no troubleshooting performed, no next steps provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Call ended after agent's opening question without customer response or agent follow-up.
  • No product details, issue description, or support eligibility discussion occurred.
  • No troubleshooting, escalation, or self-help path was offered.
Positive Highlights
  • Agent delivered a polite and professional greeting at [01:00].
  • Used clear and grammatically correct English.
  • Promptly acknowledged the customer upon connection.
Agent Errors / Gaps
  • Failed to confirm if the customer was still on the line after the greeting at [01:00].
  • Did not attempt to re-engage or follow up after the customer did not respond to the initial 'how may I help you today?' prompt.
  • Abandoned the call without confirming disconnection or attempting callback procedures.
  • No case was created or documented despite the call reaching a live agent.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No issue was identified or resolved; the interaction ended after a greeting with no outcome provided.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were initiated; the agent did not ask for symptoms, model number, or perform any diagnostic action.
R3 Not Met Correct resolution path conf 96%
Warranty status was not determined, and no resolution path (troubleshoot, RMA, escalation) was selected due to lack of engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify any symptoms or ask relevant diagnostic questions; no root cause determination attempted.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools or resources were used because no troubleshooting occurred and no issue was presented.
T3 Not Applicable No misinformation conf 95%
No technical information, recommendations, or conclusions were provided by the agent.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations or guide the interaction beyond a generic welcome message.
C2 Not Met Confirmed understanding conf 95%
No adaptation to customer’s level, style, or needs was possible as no actual interaction took place.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of any issue; no case was established or managed to resolution.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up commitments were communicated.
O3 Not Applicable Closure confirmation conf 95%
This was a first contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation was made and none was warranted due to absence of a support issue.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent expressed no empathy, acknowledgment of frustration, or personalized professionalism beyond a script.
X2 Not Met Tone & rapport conf 95%
No adaptation to customer tone or emotional state occurred; interaction did not progress beyond greeting.
X3 Not Met Overall experience conf 96%
Customer effort was not reduced; no information was leveraged and no assistance was delivered.
Call Transcript1 turns · 2 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. press 8 for English. Welcome to Linksys support. To ensure quality service, your call may be monitored for training purposes. If you are calling about a product with an active warranty, our support team is available to assist you with performance issues and hardware problems. To register your product online, please visit: www.register.linksys.com. Please ensure to have your device's serial number ready. For assistance with warranty products, press 1. For products that are past their warranty date, please have your product's serial number and contact information ready. If the information linking the product is unavailable, please kindly call back at a later date. Support for out of warranty products may result in a paid support option depending on your support needs. Thank you. Press 3 to begin. [silence] Well, hello, how may I help you today?
00:00