V2 Rubric Detail — 7d5ffb60-7f22-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 01:22
Duration
8m 35s
Contact
910-729-2118
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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-20.0)

V2 Grader Summary

The transcript consists solely of an automated system greeting with no agent-customer interaction. Consequently, none of the 16 behavioral indicators can be assessed, resulting in Not Applicable ratings across the board. No resolution, troubleshooting, or escalation occurred, so the outcome is classified as Unresolved.

V1 Case Analysis

No interaction recorded; call ended after automated welcome.

Troubleshooting Steps

None recorded.

Key Observations
  • Only the automated welcome message is present; no agent or customer speech.
  • No product information, warranty status, or issue details were gathered.
  • Call ended without any troubleshooting, guidance, or next‑step planning.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent interaction captured; unable to assess compliance with protocol.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
Transcript contains only automated greeting; no agent interaction or outcome presented.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps observed; transcript limited to automated greeting.
R3 Not Applicable Correct resolution path conf 100%
No warranty, escalation, or support path determination made by agent.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questioning or symptom identification occurred.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources used or referenced.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
No interaction to assess call control or framing.
C2 Not Applicable Confirmed understanding conf 100%
No communication style or accessibility adaptation observed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership behavior could be evaluated.
O2 Not Applicable Proactive follow-through conf 100%
No next-step or timeline was set.
O3 Not Applicable Closure confirmation conf 100%
No case continuity or handoff information present.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision made or required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation executed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be judged.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or pace observable.
X3 Not Applicable Overall experience conf 100%
No effort-reduction actions taken.
Call Transcript1 turns · 1 lines
Speaker 2
welcome to linksus 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.linkssys.com for more information about your product.
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