V2 Rubric Detail — 98dba978-6381-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:32
Duration
6m 23s
Contact
334-798-2293
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
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
Accuracy5.00/5
Communication4.00/5
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 entirely of an automated welcome message with no agent-customer interaction. As a result, no behavioral indicators can be assessed, and all are correctly marked Not Applicable. There is no evidence of critical failures, abandonment, or non-adherence.

V1 Case Analysis

Customer call ended after automated greeting; no issue captured or troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Only the automated welcome script was delivered; no customer interaction occurred.
  • Agent did not collect any product or warranty information.
  • No troubleshooting, escalation, or self‑service guidance was provided.
Positive Highlights
  • Clear, compliant greeting with monitoring notice and warranty reminder.
Agent Errors / Gaps
  • Failed to ask for or confirm product model/serial number.
  • Did not identify the customer's issue or intent.
  • No attempt to provide a resolution path or next steps.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No issue was presented or resolved; the transcript contains only an automated greeting.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were initiated or described by an agent.
R3 Not Applicable Correct resolution path conf 100%
No resolution path or warranty determination was made during the call.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
The agent did not engage in any diagnostic process or symptom identification.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used as no agent interaction occurred.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
Call consisted solely of an automated message; no live interaction to assess control.
C2 Not Applicable Confirmed understanding conf 100%
No adaptive communication with the customer beyond the pre-recorded script.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership demonstrated as no agent took part in the interaction.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established by an agent.
O3 Not Applicable Closure confirmation conf 100%
No case history was referenced or maintained due to lack of agent involvement.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given no issue was reported.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate; no agent interaction took place.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism from an agent was expressed in the transcript.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state occurred.
X3 Not Applicable Overall experience conf 100%
Customer effort could not be reduced as no agent assisted during the call.
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 1 now. For out of warranty products, please have your device 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.
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