V2 Rubric Detail — 9add82d8-5efd-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 03:37
Duration
14m 56s
Contact
Derrick Moore
Issue Type
Unknown
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00131838
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5300_No internet connection
⚠ 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

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent only delivered a standard greeting and did not engage with a customer issue. No troubleshooting, resolution, or interaction occurred. All indicators tied to active support are rated Not Met, while those requiring observable interaction are Not Applicable.

V1 Case Analysis

Call ended after opening greeting; no issue captured or troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Only the opening greeting was captured; no further dialogue.
  • No device, warranty, or issue information was gathered.
  • No troubleshooting or resolution steps were attempted.
Positive Highlights
  • Provided the standard compliance greeting.
Agent Errors / Gaps
  • Failed to collect required case information (model, serial, warranty).
  • Did not attempt any diagnostic or resolution steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No issue was discussed or resolved; the agent only delivered a greeting.
R2 Not Met Diagnostic thoroughness conf 99%
No troubleshooting steps were taken; interaction did not progress beyond the initial greeting.
R3 Not Met Correct resolution path conf 99%
No assessment of product status, warranty, or resolution path was made due to lack of engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 99%
Agent did not identify any symptoms or ask diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 99%
No tools, KBs, or resources were used or referenced during the brief interaction.
T3 Not Met No misinformation conf 99%
No technical information or recommendations were provided.
Communication
C1 Not Met Clear & professional language conf 98%
Only a scripted welcome was given; no call framing, agenda, or control established.
C2 Not Applicable Confirmed understanding conf 95%
No meaningful exchange occurred to assess adaptation to customer level or style.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent did not take ownership of any issue or attempt to resolve a problem.
O2 Not Met Proactive follow-through conf 98%
No next steps, timelines, or follow-up commitments were set.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff context to maintain; call never advanced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted given no problem was presented.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation took place, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
No empathy, patience, or personalized professionalism was demonstrated.
X2 Not Applicable Tone & rapport conf 95%
Interaction ended before tone, pace, or emotional state could be assessed.
X3 Not Applicable Overall experience conf 95%
No steps were required from the customer; no effort reduction possible.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to link support, to assure quality service, your call may be monitored. Please remain on the line for assistance.
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