V2 Rubric Detail — 998927da-7fae-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 18:05
Duration
6m 8s
Contact
484-898-7421
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137126
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Login In to the Linksys App
⚠ 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
Communication3.00/5
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 only includes the standard opening greeting. No customer issue, troubleshooting, resolution, escalation, or empathy was demonstrated, leaving the call without any actionable outcome.

V1 Case Analysis

Call ended after automated greeting; no live agent engagement, issue capture, or troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • The transcript contains only a system-generated greeting with no live agent response.
  • No agent interaction occurred — no questions asked, no issue identified, and no troubleshooting initiated.
  • Call ended without any operational progress or next-step guidance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No live agent engagement — the call consisted entirely of an automated message.
  • Failed to acknowledge the customer or initiate any diagnostic process.
  • Did not collect product model, serial number, or issue description.
  • No troubleshooting or resolution path provided.
  • Call ended without achieving any support objective.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
Call contains only the opening greeting; no issue was presented or resolved.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed or documented.
R3 Not Applicable Correct resolution path conf 100%
No determination of warranty status or resolution path was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification occurred.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used because the call never progressed beyond the greeting.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given.
Communication
C1 Not Applicable Clear & professional language conf 100%
The agent did not guide the interaction beyond the initial welcome.
C2 Not Applicable Confirmed understanding conf 100%
No communication beyond the standard greeting; no adaptation to customer level was possible.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions (transfers, follow‑ups) were taken.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; the call never progressed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or needed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience could be observed beyond the scripted greeting.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or emotional state was possible.
X3 Not Applicable Overall experience conf 100%
No effort reduction actions were taken; the call never advanced.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Linksys 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.
00:00