V2 Rubric Detail — ad67576c-741a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 00:28
Duration
16m 10s
Contact
518-608-6606
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
—

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
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 failed to engage the customer beyond IVR repetitions and a generic greeting, provided an incorrect support URL, and offered no troubleshooting, resolution, or next steps. This constitutes a clear case of call abandonment with no service delivered, as confirmed by the transcript and aligned with Assessment 3's technical accuracy findings.

V1 Case Analysis

Customer called, no issue identified; agent gave generic support link and ended call.

Troubleshooting Steps

None recorded.

Key Observations
  • No issue was ever identified or clarified.
  • Agent failed to collect any product, serial, or warranty information.
  • Call ended without a concrete next step or escalation.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Did not ask the customer what the problem was.
  • Did not gather required product or warranty details.
  • Provided no troubleshooting, escalation, or self‑help guidance.
  • Closed the call without offering a resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No customer issue was identified or resolved; the agent only provided IVR prompts and an incorrect URL before ending the call.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were taken; the call consisted solely of menu repetitions and a generic greeting with no diagnostic engagement.
R3 Not Met Correct resolution path conf 97%
No assessment of warranty, product status, or appropriate support path was performed due to lack of issue identification or customer engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 99%
Agent failed to identify any symptoms or ask diagnostic questions; no root cause analysis was attempted.
T2 Not Applicable Appropriate tools / resources used conf 96%
No troubleshooting occurred, so tool use cannot be assessed.
T3 Not Met No misinformation conf 99%
Agent provided an incorrect support URL: 'support.linksis.com' instead of 'support.linksys.com' as specified in the KB.
Communication
C1 Not Met Clear & professional language conf 97%
Interaction lacked framing, direction, or control; agent only repeated generic greetings and IVR prompts without guiding the call.
C2 Not Met Confirmed understanding conf 96%
No communication was tailored to the customer’s needs; agent never engaged with the caller beyond scripted prompts.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent took no ownership of the case, made no effort to assist, and ended the call without resolution or commitment.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up commitments were provided or established.
O3 Not Met Closure confirmation conf 96%
No prior history was referenced, and the agent failed to initiate any information gathering or case continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was warranted due to absence of issue identification or customer engagement.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
No empathy, professionalism, or acknowledgment of the caller; agent ended with an abrupt goodbye after minimal interaction.
X2 Not Met Tone & rapport conf 97%
Agent did not adapt tone, pace, or engage with the customer’s potential emotional state; interaction was purely scripted and unresponsive.
X3 Not Met Overall experience conf 98%
Customer received no assistance, correct information, or path forward, resulting in maximum effort with no reduction in friction.
Call Transcript1 turns · 5 lines
Speaker 2
Welcome to Lenkis support. To ensure quality service, your call may be monitored. For products in warranty, our support team is available to help with performance and hardware issues. Register your product by visiting register.lenkis.com. Please have your device serial number ready. For assistance, press 1 now. For products out of warranty, paid support may be available depending on your issue. To hear more about your service options, press 2. [silence] Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, [silence] Press 8. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, press 8. Please remain on the line for assistance. [silence] thank you for calling linksys this is that be how can i help you silence Thank you for calling Linksys. For more information, just please visit our site support.Linksys.com. This is Eppie again. You do have a great night. Bye-bye.
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