V2 Rubric Detail — a97d581c-7998-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 00:13
Duration
6m 11s
Contact
503-935-9075
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.
⚠ Auto-Zero applied: Avoidance/Evasion (B): The agent’s question 'Did you get anything?' suggests disengagement after a prior failed or abandoned attempt, with no effort to re-engage, troubleshoot, or take ownership — consistent with avoiding further responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent provided no troubleshooting, technical guidance, or resolution attempt, resulting in Not Met ratings across all assessable indicators. The sole utterance reflects disengagement and avoidance of responsibility, warranting an auto-zero for Avoidance/Evasion. No escalation occurred or was warranted, so E1 and E2 are Not Applicable.

V1 Case Analysis

Customer did not respond to agent's follow-up question; call ended without resolution or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent initiated contact but received no response from the customer.
  • No product or issue details were collected.
  • No troubleshooting or guidance was provided.
  • Call ended without resolution or follow-up plan.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to gather basic customer or product information.
  • Did not attempt to re-engage the customer or clarify the issue.
  • Ended the call without providing any guidance or next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The agent asked 'Did you get anything?' with no prior troubleshooting or resolution attempt visible, indicating no meaningful outcome was achieved.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps, questions, or investigation were conducted; the agent skipped directly to an ambiguous follow-up without establishing context.
R3 Not Met Correct resolution path conf 98%
No resolution path was selected or discussed; the agent made no effort to determine product status, issue type, or appropriate support option.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
The agent did not identify any symptoms or ask relevant diagnostic questions; no logical process is evident.
T2 Not Met Appropriate tools / resources used conf 100%
No tools, KB articles, remote access, or technical resources were used or referenced despite the lack of progress.
T3 Not Met No misinformation conf 100%
No technical information, recommendations, or conclusions were provided to the customer.
Communication
C1 Not Met Clear & professional language conf 95%
The agent failed to frame the interaction, set expectations, or maintain control; the single utterance shows a reactive and disengaged approach.
C2 Not Met Confirmed understanding conf 95%
No adaptation to customer level, style, or needs is evident; no comprehension checks or accessible language used.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
No ownership demonstrated; the agent did not take responsibility, make commitments, or avoid transfer.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up actions were established or communicated.
O3 Not Met Closure confirmation conf 95%
No reference to prior history or continuity; the agent appears to have lost context or failed to retrieve it.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation decision was made or mentioned, and none can be inferred from the transcript.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, and there is no evidence one was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy, professionalism, or patience is demonstrated; the interaction is entirely transactional and lacks engagement.
X2 Not Met Tone & rapport conf 95%
The agent did not adapt to the customer’s tone, pace, or emotional state; no effort to maintain engagement is visible.
X3 Not Met Overall experience conf 95%
Customer effort was not reduced; the agent failed to use existing information or streamline the process.
Call Transcript1 turns · 1 lines
Speaker 1
Okay. Did you get anything?
03:00