V2 Rubric Detail — aa085fa6-7c96-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:36
Duration
5m 48s
Contact
828-855-4883
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.

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 transcript only includes the initial greeting; the agent never identified the customer's issue, performed any troubleshooting, or provided a resolution. Consequently, all primary indicators of resolution, troubleshooting, ownership, and empathy are not met, leading to an unresolved outcome.

V1 Case Analysis

Customer called; agent did not engage beyond automated greeting. Directed to support.linksys.com. No issue captured or support provided.

Troubleshooting Steps

None recorded.

Key Observations
  • No live agent interaction occurred during the call.
  • No product model, serial number, or issue description was obtained.
  • No troubleshooting or resolution steps were performed.
  • The automated greeting correctly directed the customer to support.linksys.com, but this does not constitute meaningful support.
Positive Highlights
  • The automated greeting included the correct support website URL (support.linksys.com).
  • The greeting appropriately mentioned monitoring and support eligibility.
Agent Errors / Gaps
  • Failed to establish live agent contact or acknowledge the customer.
  • Did not collect any product or issue details.
  • Provided no troubleshooting, escalation, or actionable next steps beyond the automated message.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 90%
Call contains only the opening greeting; no resolution or outcome was provided.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps were performed or documented.
R3 Not Applicable Correct resolution path conf 90%
No discussion of warranty, product status, or resolution path occurred.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent did not identify symptoms, ask diagnostic questions, or determine a cause.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used because no troubleshooting took place.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given.
Communication
C1 Not Met Clear & professional language conf 90%
Agent never guided the interaction beyond the initial greeting.
C2 Not Applicable Confirmed understanding conf 90%
No substantive communication with the customer beyond the greeting.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not demonstrate ownership; the call ended without any action.
O2 Not Applicable Proactive follow-through conf 90%
No next steps or timelines were set.
O3 Not Applicable Closure confirmation conf 90%
No prior case history or handoff context was referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was made nor was it warranted in the provided transcript.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy, professionalism, or patience demonstrated beyond the scripted greeting.
X2 Not Applicable Tone & rapport conf 90%
No adaptation to tone or pace could be observed.
X3 Not Applicable Overall experience conf 90%
No actions were taken to reduce customer effort.
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. While waiting, you may also visit support.linksys.com for more information about your product.
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