V2 Rubric Detail — a142b32e-6b68-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:54
Duration
6m 16s
Contact
Thomas Stern
Issue Type
Unknown
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Krizelle Sequina
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.
⚠ Auto-Zero applied: Avoidance/Evasion — agent failed to engage in any meaningful support activity, effectively abandoning the call after a brief greeting and extended silences.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, provide technical guidance, or demonstrate ownership. With no troubleshooting, empathy, or next steps, the interaction constitutes a complete avoidance of support duties, resulting in an unresolved outcome and a critical failure under Avoidance/Evasion.

V1 Case Analysis

No issue reported or diagnosed. Agent provided incorrect brand/URL in pre-recorded message. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent delivered only a pre-recorded message with no live engagement or diagnostic questions.
  • Brand name 'Lynxis' is incorrect (correct: Linksys).
  • Registration URL 'register.linxis.com' is invalid (correct: https://www.linksys.com/register).
  • Call ended with customer confusion and no closure or next-step guidance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided incorrect brand name 'Lynxis' (material KB contradiction).
  • Provided invalid registration URL 'register.linxis.com' (material KB contradiction).
  • Failed to collect model/serial/warranty information.
  • Did not create or reference a HappyFox case.
  • No troubleshooting, escalation, or self-help path offered.
  • Allowed call to end without establishing contact or identifying an issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
No resolution or outcome was provided; the agent did not address any issue or offer a path forward.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps were attempted — no questions asked, no diagnostics performed.
R3 Not Met Correct resolution path conf 100%
Agent failed to determine warranty status or select any resolution path; no effort made to guide customer.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No symptoms identified, no diagnostic questions asked, no attempt to determine root cause.
T2 Not Met Appropriate tools / resources used conf 100%
No tools, KB articles, or resources were used or referenced during the interaction.
T3 Not Met No misinformation conf 100%
No technical information, recommendations, or conclusions were communicated to the customer.
Communication
C1 Not Met Clear & professional language conf 100%
Agent did not frame the call, set expectations, or maintain control; interaction lacked structure.
C2 Not Met Confirmed understanding conf 100%
No adaptation to customer's communication style or level; no comprehension checks performed.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
Agent showed no ownership — no effort to resolve, no transfer, no follow-up commitment.
O2 Not Met Proactive follow-through conf 100%
No next steps, timelines, or follow-up actions were established or communicated.
O3 Not Met Closure confirmation conf 100%
No prior history referenced, and no handoff context was provided or observable.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted due to lack of engagement.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
Agent expressed no empathy, acknowledgment of frustration, or professional courtesy.
X2 Not Met Tone & rapport conf 100%
Agent did not adapt tone, pace, or emotional response to the customer’s apparent confusion.
X3 Not Met Overall experience conf 100%
Customer effort was not reduced — agent provided no assistance, leaving customer stranded.
Call Transcript2 turns · 3 lines
Speaker 2
Welcome to Lynxis 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.linxis.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's 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.
00:00
Speaker 1
Yes. Thank you. [silence] Okay. [silence] An Arrington. [silence] I'm not saying it's saying much to us.
01:00