V2 Rubric Detail — b81e9586-7996-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 23:59
Duration
12m 9s
Contact
330-720-5855
Issue Type
Unknown
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

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
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+64.0)

V2 Grader Summary

The transcript contains only an automated greeting with no live customer interaction. The agent provided accurate technical guidance (serial number and support URL) and set clear expectations, reducing customer effort. No issue was presented, so troubleshooting, escalation, and ownership actions are not applicable. The interaction was professional and low-effort, aligning with standard pre-agent hold messaging.

V1 Case Analysis

Call ended after opening greeting; no issue captured, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Opening script was technically accurate per KB requirements.
  • No product model, serial number, or issue was ever obtained.
  • Agent did not attempt to identify or diagnose a problem after the opening script.
  • Call ended without providing any self-help resources or escalation path.
Positive Highlights
  • Polite and professional opening greeting.
  • Correctly followed opening script protocol per KB requirements.
  • Provided accurate support website (support.linksys.com) as directed in KB.
Agent Errors / Gaps
  • Failed to collect required product information (model, serial) despite opening script prompting it.
  • Did not ask the customer what issue they were calling about after the opening script.
  • No troubleshooting, guidance, or next-step offered before the call ended.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; no resolution outcome can be assessed.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed in the transcript.
R3 Not Applicable Correct resolution path conf 100%
The agent never needed to determine warranty status or choose a resolution path.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification were made.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were invoked during the call.
T3 Met No misinformation conf 95%
Agent correctly instructed the customer to have the serial number ready and referenced the correct support URL (support.linksys.com).
Communication
C1 Met Clear & professional language conf 95%
Agent set the call expectations at the start (“Please have your serial number ready…”) and kept the interaction focused.
C2 Met Confirmed understanding conf 95%
Clear, concise language was used; no jargon or confusing terms were introduced.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No specific issue was taken ownership of; the call ended before any problem was raised.
O2 Met Proactive follow-through conf 90%
Agent gave a concrete next step: have the serial number ready and visit the support site.
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 at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
The greeting was neutral; no empathy was required or demonstrated.
X2 Not Applicable Tone & rapport conf 100%
No emotional tone or pacing needed to be adapted.
X3 Met Overall experience conf 90%
Agent advised the customer to prepare the serial number up front, reducing future 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. [silence]
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