V2 Rubric Detail — 95cbb4bc-6453-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:35
Duration
29m 38s
Contact
Andrew Name
Issue Type
Unknown
V2 Outcome
Unresolved
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#GI00132866
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Incorrect device received
⚠ 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
Communication3.75/5
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall75.0% (+39.0)

V2 Grader Summary

The transcript contains only an initial greeting and a request to remain on the line. No customer issue was presented, and no troubleshooting, resolution, or escalation occurred. While basic communication standards were met in tone and clarity, no meaningful support interaction took place, resulting in an unresolved outcome.

V1 Case Analysis

Call ended after initial greeting; no issue captured or assistance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Only the opening greeting was spoken; the customer never engaged.
  • No collection of model, serial, or warranty information.
  • No troubleshooting, guidance, or escalation path was offered.
Positive Highlights
  • Polite standard greeting was used.
Agent Errors / Gaps
  • Did not attempt to engage the customer after greeting.
  • Failed to collect required product and issue information.
  • No attempt to diagnose or provide any assistance.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No issue was presented or resolved; the interaction consists only of a greeting and hold request.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were initiated or documented in the transcript.
R3 Not Applicable Correct resolution path conf 100%
The agent did not assess product status or select any resolution path.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No symptoms were identified, and no diagnostic questions were asked.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence-based diagnostics were used or referenced.
T3 Not Applicable No misinformation conf 100%
No technical information, recommendations, or conclusions were provided.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent stated, 'please remain on the line for assistance,' which sets a minimal expectation but lacks full call framing or control.
C2 Met Confirmed understanding conf 95%
The greeting was clear, polite, and used accessible language appropriate for a general audience.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions, commitments, or transfers occurred in the snippet.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were communicated.
O3 Not Applicable Closure confirmation conf 100%
There is no indication of prior history or handoff context in the transcript.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made, and none was warranted given the lack of customer inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No customer frustration or emotional state was expressed or acknowledged.
X2 Not Applicable Tone & rapport conf 100%
The customer has not yet engaged, so adaptation to tone or pace is not observable.
X3 Not Applicable Overall experience conf 100%
No actions were taken that would reduce or increase customer effort beyond standard hold request.
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. Sorry, sorry, please remain on the line for assistance. [silence]
00:00