V2 Rubric Detail — 7d8e9ace-817f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 01:33
Duration
21m 31s
Contact
860-802-3842
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
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
TechnicalN/A
Communication5.00/5
Ownership2.50/5
EscalationN/A
Customer Exp5.00/5
Overall46.4% (+10.4)

V2 Grader Summary

The call received no customer response, preventing any issue identification, troubleshooting, or resolution. The agent maintained professional call control, set clear expectations, and ended politely after a reasonable wait. No critical failures occurred, but the outcome remains unresolved due to lack of customer interaction. Technical Accuracy indicators are Not Applicable per Assessment 3's authoritative finding of no diagnostic engagement.

V1 Case Analysis

Customer did not respond; call ended without issue identification, troubleshooting, or case creation. Agent identification inconsistent.

Troubleshooting Steps

None recorded.

Key Observations
  • Customer never responded after the agent's greeting, leaving no opportunity for issue identification or troubleshooting.
  • Agent did not attempt to verify whether the customer was still on the line (e.g., by asking the customer to press a key, placing on brief hold, or transferring to voicemail).
  • No case or ticket was created, violating case management protocol.
  • Agent identification was inconsistent ('Rene' at [00:20], 'Ruby' at [00:21]).
  • Agent accurately mentioned support.linksys.com as a self-help resource.
Positive Highlights
  • Professional greeting and clear identification of the support line.
  • Accurate mention of support.linksys.com as a self-help resource.
  • Polite closure, advising the customer to call back if needed.
Agent Errors / Gaps
  • Failed to confirm whether the customer was still on the line before ending the call.
  • Did not attempt basic line verification or alternative engagement strategies (e.g., hold, voicemail transfer).
  • No case or ticket was created despite the call being logged in the system.
  • Inconsistent agent identification ('Rene' vs. 'Ruby') may confuse follow-up support.
  • Ended the call without any documentation or follow-up path, leaving no audit trail.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Call ended without any issue being identified or resolved; agent stated 'Since there's no one responding on the other line, so I will just be ending this call.'
R2 Not Met Diagnostic thoroughness conf 99%
Agent did not perform any troubleshooting steps — waited for response and ended call without attempting diagnostics or guidance.
R3 Not Met Correct resolution path conf 98%
No resolution path (warranty check, escalation, or troubleshooting) was selected; call closed with no meaningful outcome.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process occurred because there was no customer interaction to diagnose.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools could be used as there was no customer engagement or issue to investigate.
T3 Not Applicable No misinformation conf 95%
Agent provided no technical information or recommendations during the call.
Communication
C1 Met Clear & professional language conf 97%
Agent set clear expectations ('I will be giving this one another 15 seconds for you to respond') and maintained call control throughout, ending politely.
C2 Not Applicable Confirmed understanding conf 94%
No customer dialogue occurred, so adaptation to customer level or style could not be assessed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 96%
Agent did not transfer or abandon the call improperly but ended it after a reasonable wait with no response; offered generic callback option but no proactive alternative support path.
O2 Partially Met Proactive follow-through conf 95%
Agent advised 'feel free to give us a call back' as a next step, but did not specify actionable follow-up, timeline, or ownership.
O3 Not Applicable Closure confirmation conf 95%
No prior history or handoff context existed; this was an isolated call with no continuity required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation was performed and none was warranted due to absence of a customer issue.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent remained polite, professional, and composed, ending the call courteously despite no response ('Have a nice day. Bye').
X2 Not Applicable Tone & rapport conf 94%
No customer tone, pace, or emotional state was expressed, so adaptation could not be evaluated.
X3 Met Overall experience conf 95%
No unnecessary steps were imposed on the customer — the agent avoided making demands or creating obstacles given the one-sided interaction.
Call Transcript1 turns · 3 lines
Speaker 2
welcome to link sys 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. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling linkless. This is Rene, can I assist you? This is Rene from linkless technical support, can I assist you? I can only hear music on my end. If you have a linkless device, I can assist you with that. I will be giving this one another 15 seconds for you to respond. If not, I will end the call. Since there's no one responding on the other line, so I will just be ending this call. If you have a Linksys router and you need assistance with that, just feel free to give us a call back. Again, this is Ruby from Linksys. Have a nice day. Bye.
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