V2 Rubric Detail — 7b4dacba-6356-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:24
Duration
7m 5s
Contact
Jerri Dover
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+64.0)

V2 Grader Summary

The transcript consists entirely of an automated greeting with no customer interaction. All performance indicators related to troubleshooting, resolution, ownership, escalation, and customer experience are Not Applicable. The message meets standards for technical accuracy, communication clarity, and next-step guidance. No critical failures occurred, and the outcome is classified as Unresolved due to lack of engagement.

V1 Case Analysis

Call ended after automated greeting; no agent interaction occurred.

Troubleshooting Steps

None recorded.

Key Observations
  • Only automated message played; no live agent interaction detected at any point.
  • No attempt to collect customer identity, product details, or issue description.
  • Call ended without any diagnostic steps, guidance, or closure.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to establish live connection with customer after automated greeting.
  • Did not initiate any troubleshooting or information gathering.
  • Provided no resolution path, next step, or case documentation.
  • No acknowledgment of customer presence or attempt to engage.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the transcript is an automated greeting only.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting occurred as no customer interaction took place.
R3 Not Applicable Correct resolution path conf 100%
No resolution path was selected because no problem was discussed or diagnosed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated; the call did not reach an agent-customer interaction phase.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools were used, as the call consists solely of a pre-recorded message.
T3 Met No misinformation conf 98%
The message correctly states that serial number should be ready and accurately mentions paid support availability for out-of-warranty devices.
Communication
C1 Met Clear & professional language conf 97%
The greeting sets expectations clearly: registration, having serial number ready, and pressing 1 for assistance.
C2 Met Confirmed understanding conf 96%
Language is clear, concise, and accessible, using simple instructions appropriate for all user levels.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent assumed ownership, as the call did not progress beyond the automated intro.
O2 Met Proactive follow-through conf 95%
Clear next step provided: 'press one now' to proceed with support.
O3 Not Applicable Closure confirmation conf 100%
No prior case history existed or was referenced in this automated message.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or required at this stage of the call flow.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, as no live support interaction occurred.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism cues were required or possible in this automated system message.
X2 Not Applicable Tone & rapport conf 100%
No customer tone or emotional state was present to adapt to.
X3 Met Overall experience conf 94%
Reduces future effort by instructing caller to have serial number ready before connecting.
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 one now. For out of warranty products, paid support may be available. 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] Thank you.
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