V2 Rubric Detail — 966bec3e-8181-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 01:48
Duration
12m 19s
Contact
860-802-3842
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication5.00/5
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall23.1% (+1.1)

V2 Grader Summary

The call ended immediately after the agent's opening greeting with no customer response or further interaction. Consequently, all resolution (R1-R3) and technical accuracy (T1-T3) indicators are Not Met due to absence of troubleshooting or guidance. C1 is Met for proper call framing, while all other categories are Not Applicable as no substantive dialogue occurred to assess ownership, escalation, or customer experience elements.

V1 Case Analysis

Customer did not state an issue; agent provided incorrect support URL (support.Lynxs.com) and failed to engage. Call ended in silence with no troubleshooting or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • Automated greeting and agent both used 'Lynxs' and provided 'support.Lynxs.com', a confirmed hallucinated support URL that does not resolve to any Linksys resource.
  • Agent failed to solicit the customer's issue or reason for calling, violating fundamental support protocol.
  • No product model, serial number, or customer details were collected, preventing any targeted troubleshooting.
  • Call ended in silence with no attempt to re-engage the customer or provide self-help guidance.
Positive Highlights
  • Polite opening greeting from the agent.
Agent Errors / Gaps
  • Provided a materially incorrect and hallucinated support URL (support.Lynxs.com), constituting a critical accuracy failure.
  • Failed to initiate customer engagement by not asking for the reason for the call or soliciting an issue description.
  • Did not collect product model, serial number, or any identifying information required for support.
  • Allowed the call to end without any resolution, next steps, or follow-up, resulting in a complete breakdown of support delivery.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended after agent's opening greeting with no issue identified or resolved.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps, questions, or troubleshooting were initiated before the call concluded.
R3 Not Met Correct resolution path conf 90%
Agent did not determine product status, warranty, or appropriate resolution path due to lack of engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No symptoms were identified, and no diagnostic questions were asked to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, logs, KB) were used or referenced during the brief interaction.
T3 Not Met No misinformation conf 95%
Agent provided no technical information, recommendations, or conclusions during the call.
Communication
C1 Met Clear & professional language conf 90%
Agent delivered a clear opening statement including monitoring notice and request for serial number, setting initial expectations.
C2 Not Applicable Confirmed understanding conf 100%
No substantive dialogue occurred to assess adaptation to customer's level or communication style.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions could be demonstrated as the interaction ended before any case handling began.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 100%
No prior history or handoff context was available or referenced in this truncated interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given that no issue was described by the customer.
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 opportunity to demonstrate empathy or professionalism beyond the scripted greeting was present.
X2 Not Applicable Tone & rapport conf 100%
Customer tone, pace, or emotional state could not be assessed due to lack of interaction.
X3 Not Applicable Overall experience conf 100%
No actions were taken that would reduce or increase customer effort beyond the initial prompt.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Lynks's 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. [silence] While waiting, you may also visit support.Lynxs.com for more information about your product. [silence] [silence] Thank you for calling Link Fess. This is Ruby, how can I help you?
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