V2 Rubric Detail — 8d642012-8158-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 20:54
Duration
15m 31s
Contact
920-371-1347
Issue Type
Unknown
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
#TE00137157
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Child nodes disconnect after a few seconds of proper operation
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-20.0)

V2 Grader Summary

The call transcript is entirely missing, so no behavioral indicators can be assessed. All ratings remain Not Applicable with full confidence. Without any interaction data, it is impossible to identify a compliance violation or critical failure that would trigger an auto-zero. The absence of resolution evidence results in an Unresolved outcome classification.

V1 Case Analysis

No transcript available – unable to determine issue or actions taken.

Troubleshooting Steps

None recorded.

Key Observations
  • Transcript is empty; no data to evaluate.
  • All checklist fields are unknown due to lack of information.
  • No technical accuracy assessment possible without transcript.
Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No transcript provided — cannot determine if the issue was resolved or what outcome was achieved.
R2 Not Applicable Diagnostic thoroughness conf 100%
No transcript provided — no troubleshooting steps can be assessed.
R3 Not Applicable Correct resolution path conf 100%
No transcript provided — cannot evaluate whether the resolution path was appropriate for the situation.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No transcript provided — no diagnostic process or root cause analysis can be evaluated.
T2 Not Applicable Appropriate tools / resources used conf 100%
No transcript provided — tool usage cannot be assessed.
T3 Not Applicable No misinformation conf 100%
No transcript provided — no technical information or recommendations can be verified for accuracy.
Communication
C1 Not Applicable Clear & professional language conf 100%
No transcript provided — call control, framing, and expectation setting cannot be evaluated.
C2 Not Applicable Confirmed understanding conf 100%
No transcript provided — communication style and adaptation to customer level cannot be assessed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No transcript provided — ownership behavior, transfers, and commitments cannot be judged.
O2 Not Applicable Proactive follow-through conf 100%
No transcript provided — next steps and follow-up cannot be evaluated.
O3 Not Applicable Closure confirmation conf 100%
No transcript provided — case continuity and use of prior history cannot be determined.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and no evidence to determine if one was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred — execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No transcript provided — empathy, professionalism, and patience cannot be measured.
X2 Not Applicable Tone & rapport conf 100%
No transcript provided — tone adaptation and engagement cannot be evaluated.
X3 Not Applicable Overall experience conf 100%
No transcript provided — customer effort reduction cannot be judged.
Call Transcript0 turns · 0 lines