V2 Rubric Detail — ad9d702c-645c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 23:41
Duration
12m 13s
Contact
920-819-4049
Issue Type
—
V2 Outcome
Partial Resolution
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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-20.0)

V2 Grader Summary

The transcript consists solely of an automated system greeting with no agent-customer interaction. As no troubleshooting, resolution, or escalation occurs, all indicators are correctly rated as Not Applicable. No critical compliance failures are present, and the outcome remains Partial Resolution due to lack of substantive engagement.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
The transcript is an automated greeting with no issue resolution attempted.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps are performed; the call has not yet connected to an agent.
R3 Not Applicable Correct resolution path conf 100%
No support path is selected beyond a generic mention of paid support for OOW devices.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process is initiated; no symptoms are identified or explored.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources are used during the automated greeting.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations are provided by an agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
There is no interactive communication to assess call control or guidance.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer level or style occurs in the pre-recorded message.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership is demonstrated as the interaction has not begun.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines are established for a specific issue.
O3 Not Applicable Closure confirmation conf 100%
No case history is referenced or maintained in the automated message.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurs and none is warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation is executed, so its quality cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
The greeting lacks personalized empathy or emotional engagement.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state is possible in a script.
X3 Not Applicable Overall experience conf 100%
The message does not reduce effort for a live issue interaction.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Linxu 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 SILKS.com. Please have your device serial number ready. For assistance, press one now. For out-of-warehouse 'portu', 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.
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