V2 Rubric Detail — be0decb8-5faa-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 00:17
Duration
10m 34s
Contact
512-926-5946
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
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp5.00/5
Overall19.4% (-16.6)

V2 Grader Summary

The call failed to establish two-way communication; the agent greeted the customer and waited 10 seconds but received no response. No issue was identified, no troubleshooting occurred, and no resolution path was pursued. Despite polite and professional demeanor, the interaction resulted in no meaningful progress, leading to an Unresolved outcome.

V1 Case Analysis

Customer did not respond; call ended without issue identification or resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent could not obtain any response from the customer.
  • Repeated greeting and IVR script without progressing to issue gathering.
  • No product, warranty, or problem information was collected.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to secure a response before ending the call.
  • Did not ask for the customer's issue, model, or serial number.
  • Did not provide any troubleshooting or next‑step guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
No customer issue was presented or resolved; the call ended without any technical or service outcome.
R2 Not Met Diagnostic thoroughness conf 100%
Agent did not perform any troubleshooting steps because no customer input was received.
R3 Not Met Correct resolution path conf 100%
No warranty status or product information was obtained, and no resolution path could be selected due to lack of customer interaction.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No diagnostic questions were asked or symptoms identified; interaction did not progress beyond greeting.
T2 Not Met Appropriate tools / resources used conf 100%
No tools or resources were used, as the agent had no customer-provided information to act upon.
T3 Not Met No misinformation conf 100%
No technical guidance, recommendations, or information were provided during the call.
Communication
C1 Partially Met Clear & professional language conf 95%
Agent set a brief expectation about waiting 10 seconds and potential disconnect, showing minimal call control.
C2 Not Applicable Confirmed understanding conf 100%
No customer dialogue occurred, so adaptation to customer level or style could not be assessed.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
Agent did not take ownership of a support case, as no issue was reported by the customer.
O2 Not Met Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were established due to lack of customer engagement.
O3 Not Applicable Closure confirmation conf 100%
There was no prior case history or handoff, and this was an initial contact attempt.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was required or attempted, and none was warranted given the absence of a customer-reported issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for not hearing the customer and used polite, professional language throughout.
X2 Not Applicable Tone & rapport conf 100%
Customer did not speak, so tone, pace, or emotional state could not be assessed.
X3 Not Applicable Overall experience conf 100%
No actions were taken that would increase or reduce customer effort, as the customer did not engage.
Call Transcript1 turns · 4 lines
Speaker 2
Welcome to Linksys Support. To enable quality technical support, this conversation may be monitored or recorded. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. 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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, press eight 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 one now. for out of warranty products, paid support may be available depending on your issue. to hear more about your service options, press two. to hear these options again, press eight. please remain on the line for assistance. Thank you for calling, Linksys. This is Epi. How can I help you? Thank you for calling. Linksys. This is Epi. How can I help you? Hello, ma'am or sir. I really do apologize, but I can't hear any response from your end. I'll wait on the line for 10 seconds. If I can't hear from you, I'm afraid I have to disconnect this call. [silence] Hello? Thank you for calling Links.
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