V2 Rubric Detail — 88c43bec-7cb1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 22:48
Duration
17m 11s
Contact
858-879-6511
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
Communication4.00/5
Protocol3.00/5
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 call consisted only of a standard opening script; no customer issue was presented, so most technical and ownership indicators are Not Applicable. The agent did set clear expectations and gave a next-step instruction, meeting call-control and effort-reduction criteria. No escalation or empathy was required.

V1 Case Analysis

Customer did not provide any issue; call ended after greeting and URL suggestion.

Troubleshooting Steps

None recorded.

Key Observations
  • No issue was described by the customer.
  • Call ended with silence; no data (model, serial, problem) was collected.
  • Agent provided the correct support URL.
Positive Highlights
  • Provided accurate support website URL.
Agent Errors / Gaps
  • Did not obtain any product or issue information before the call ended.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 97%
No customer issue was presented, so no resolution outcome can be observed.
R2 Not Applicable Diagnostic thoroughness conf 96%
No troubleshooting steps were taken or documented.
R3 Not Applicable Correct resolution path conf 96%
No product status or support path was discussed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 96%
The agent did not ask diagnostic questions or identify symptoms.
T2 Not Applicable Appropriate tools / resources used conf 96%
No tools or resources were used during the call.
T3 Not Applicable No misinformation conf 95%
No technical guidance or recommendations were given beyond the generic URL.
Communication
C1 Met Clear & professional language conf 98%
Agent set expectations at the start: 'Please have your serial number ready and stay on the line for assistance while waiting.'
C2 Not Applicable Confirmed understanding conf 95%
No customer response was captured to assess communication level.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
No ownership actions could be evaluated without a customer issue.
O2 Met Proactive follow-through conf 97%
Agent gave a clear next step: stay on the line while waiting for assistance.
O3 Not Applicable Closure confirmation conf 95%
No prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made and none was warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Applicable Customer effort minimised conf 95%
No empathy or emotional response was needed in the opening script.
X2 Not Applicable Tone & rapport conf 95%
No customer tone or emotional state was observed.
X3 Met Overall experience conf 96%
Agent asked the customer to have the serial number ready, reducing repeat information gathering later.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Room support. To ensure quality, service, your call may be monitored. Certain products will be supported, while end for 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 products. [silence]
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