V2 Rubric Detail — b4da90f4-75eb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 07:57
Duration
13m 5s
Contact
+31642410740
Issue Type
Unknown
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
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 agent provided only a generic greeting and did not engage with the customer's incoherent statements. No troubleshooting, resolution path, empathy, ownership, or next steps were provided, resulting in a completely unresolved interaction.

V1 Case Analysis

Customer did not state a clear issue; call ended without resolution or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • No product or issue information was obtained from the customer.
  • Agent did not attempt to clarify the customer's statements or guide the conversation toward identifying a problem.
  • Call ended without any resolution, next steps, or operational closure.
Positive Highlights
  • Agent used a polite, standard greeting at the start of the call.
Agent Errors / Gaps
  • Failed to engage the customer to identify a clear issue.
  • Did not attempt to clarify incoherent or unrelated customer statements.
  • No troubleshooting or support steps were taken despite the customer's apparent need for assistance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
No resolution or outcome was provided; the agent only gave a generic greeting and did not address any customer issue.
R2 Not Met Diagnostic thoroughness conf 100%
The agent performed no troubleshooting steps or diagnostic questions beyond the initial greeting.
R3 Not Met Correct resolution path conf 100%
No resolution path was selected — no warranty check, escalation, or best-effort troubleshooting was attempted.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
The agent did not identify symptoms, ask diagnostic questions, or determine a root cause.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 100%
The agent provided no technical information to evaluate for accuracy.
Communication
C1 Not Met Clear & professional language conf 100%
The agent did not guide the interaction, set expectations, or manage call flow beyond the opening greeting.
C2 Not Met Confirmed understanding conf 100%
The agent used a generic script and did not adapt language or check understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
The agent took no ownership of the issue and offered no assistance or follow-through.
O2 Not Met Proactive follow-through conf 100%
No next steps or timelines were established.
O3 Not Applicable Closure confirmation conf 100%
There was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the lack of a defined issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
The agent showed no empathy or professionalism beyond the scripted greeting.
X2 Not Met Tone & rapport conf 100%
The agent did not adjust tone or pace to the customer's unclear statements.
X3 Not Met Overall experience conf 100%
The call added no value; the customer was left to repeat nonsensical statements without assistance.
Call Transcript2 turns · 2 lines
Speaker 2
Welcome to linksus Support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
And the whole big, same. [silence] And also my turn. My turn. My turn. J major. A minor. A minor.
12:00