V2 Rubric Detail — 80639222-7f13-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 23:35
Duration
21m 18s
Contact
507-858-5462
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

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

ResolutionN/A
TechnicalN/A
Communication5.00/5
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall100.0% (+64.0)

V2 Grader Summary

The call transcript consists solely of an automated welcome message with no agent-customer interaction. As such, nearly all behavioral indicators are Not Applicable. The only observable elements are the initial communication setting of expectations and clarity, which meet C1 and C2 standards. No resolution, troubleshooting, or customer engagement occurred, making a full assessment impossible.

V1 Case Analysis

Customer did not state any issue; call ended after initial greeting.

Troubleshooting Steps

None recorded.

Key Observations
  • No problem description was ever captured.
  • Agent did not ask for model, serial number, or any diagnostic information.
  • Call ended with silence; no closure or next‑step was offered.
Positive Highlights
  • Polite and professional greeting.
Agent Errors / Gaps
  • Failed to engage the customer or ask for the issue.
  • Did not collect required product or warranty information.
  • No troubleshooting or escalation path was provided.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 95%
No customer issue was presented; the transcript only contains the initial greeting.
R2 Not Applicable Diagnostic thoroughness conf 95%
No troubleshooting steps were performed or described.
R3 Not Applicable Correct resolution path conf 95%
The agent never determined a resolution path because no problem was discussed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 95%
No diagnostic questions or symptom identification occurred.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools or resources were used; the call never progressed beyond the welcome message.
T3 Not Applicable No misinformation conf 95%
No technical information or recommendations were given.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations at the start: 'Please have your serial number ready and stay on the line...' and explained possible wait times.
C2 Met Confirmed understanding conf 90%
The greeting was clear, concise, and appropriate for any caller; no jargon was used.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
No case ownership could be demonstrated because the interaction never moved beyond the greeting.
O2 Not Applicable Proactive follow-through conf 95%
No next-step or timeline was established beyond the generic request to have the serial number ready.
O3 Not Applicable Closure confirmation conf 95%
There was no prior history to reference or handoff to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made nor was one warranted in the provided segment.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 95%
The transcript contains no empathy statements; the call never reached a point where empathy was needed.
X2 Not Applicable Tone & rapport conf 95%
No customer tone or emotional state was observed to adapt to.
X3 Not Applicable Overall experience conf 95%
No actions were taken that could reduce or increase customer effort.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Linksys 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.Linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at Linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. [silence]
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