V2 Rubric Detail — 85a57512-7fd5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:44
Duration
8m 49s
Contact
678-807-8348
Issue Type
General Inquiry
V2 Outcome
Unresolved
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
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+64.0)

V2 Grader Summary

The transcript consists solely of an automated welcome message before agent connection. No customer interaction, issue, or troubleshooting occurred. Most indicators are Not Applicable as no service was delivered. C1, C2, O2, and X3 are Met based on clear, accurate, and helpful pre-connect messaging that sets expectations and directs to self-service. This is not a completed support interaction but a system-generated preamble.

V1 Case Analysis

No live agent interaction; customer directed to support.linksys.com via automated message without issue identification or troubleshooting.

Troubleshooting Steps

None recorded.

Key Observations
  • No live agent interaction occurred — only automated messages were played.
  • No issue was identified or clarified.
  • No device information (model, serial, warranty) was collected.
  • No troubleshooting or resolution path was established.
  • The URL provided (support.linksys.com) is correct per the KB.
Positive Highlights
  • Automated greeting and compliance messaging were clear.
  • The URL provided (support.linksys.com) is correct per the KB.
Agent Errors / Gaps
  • Failed to initiate live support or acknowledge the customer's presence.
  • Did not ask for the customer's issue or any diagnostic details.
  • Provided no actionable support beyond a generic website link.
  • Allowed the call to end without establishing a resolution or follow-up plan.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No issue was presented or resolved; the call is a pre-connect message.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting occurred — the agent did not engage with a customer issue.
R3 Not Applicable Correct resolution path conf 100%
No product status, warranty, or resolution path was discussed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No symptoms were identified or diagnostic questions asked.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used by the agent during this automated message.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations: 'Please have your serial number ready and stay on the line for assistance.'
C2 Met Confirmed understanding conf 95%
Used plain language and correctly referenced support.linksys.com for self-service.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No case ownership actions were possible in this pre-agent greeting.
O2 Met Proactive follow-through conf 85%
Provided a clear next step: visiting support.linksys.com for product information.
O3 Not Applicable Closure confirmation conf 100%
No prior history or handoff context exists in this initial message.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made or warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No customer interaction occurred to demonstrate empathy or professionalism.
X2 Not Applicable Tone & rapport conf 100%
No customer tone or emotional state was present to adapt to.
X3 Met Overall experience conf 80%
Directed customer to self-service resources to reduce future effort.
Call Transcript1 turns · 2 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.
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