V2 Rubric Detail — 89afb3aa-691b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 00:37
Duration
11m 24s
Contact
Ben Renko
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Stephanie Luspo
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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists solely of an automated greeting followed by silence, with no live agent interaction or customer input. Since no issue was presented and no support activity occurred, all indicators are correctly rated as Not Applicable. The call ends without any progress, resulting in an Unresolved outcome.

V1 Case Analysis

No agent interaction; call ended with silence after automated welcome script. No issue captured or addressed.

Troubleshooting Steps

None recorded.

Key Observations
  • Automated welcome script played but no agent engaged with customer
  • No product information, serial number, or warranty details collected
  • Call ended in silence with no resolution or next steps provided
Positive Highlights
  • Automated welcome script contained accurate warranty registration instructions and support eligibility information per Linksys KB
Agent Errors / Gaps
  • Complete failure to engage customer after initial automated prompt
  • No case creation or reference despite lack of resolution
  • No collection of required product, warranty, or contact details
  • No troubleshooting or guidance provided to customer

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the transcript ends after an automated greeting and 'press one' prompt.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were initiated; the interaction did not progress beyond the initial script.
R3 Not Applicable Correct resolution path conf 100%
No resolution path could be selected because no problem was described or acknowledged by the agent.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
The agent did not engage in any diagnostic process or ask relevant questions.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used, as the call never advanced past the greeting.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided beyond a generic registration notice.
Communication
C1 Not Applicable Clear & professional language conf 100%
Only a pre-recorded script was played; no active call control or interaction occurred.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer level, style, or needs was possible due to lack of interaction.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership of an issue was demonstrated, as no issue was raised or accepted.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or commitments were established during the brief interaction.
O3 Not Applicable Closure confirmation conf 100%
There was no reference to prior history or case continuity, and no case could have been created.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as no issue was reported.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience could be demonstrated in the absence of customer interaction.
X2 Not Applicable Tone & rapport conf 100%
No opportunity to adapt to tone, pace, or emotional state due to lack of dialogue.
X3 Not Applicable Overall experience conf 100%
Customer effort was not reduced or increased, as no interactive troubleshooting began.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready for assistance. Press one now. For out-of-warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [silence]
00:00