V2 Rubric Detail — bf264930-770e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:41
Duration
16m 56s
Contact
432-336-0382
Issue Type
Unknown
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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent never engaged with a customer, provided no troubleshooting, and terminated the call after a brief, empty greeting. All core resolution and communication indicators are not met, leading to an unresolved outcome and an auto-zero for call abandonment.

V1 Case Analysis

No customer engagement; call terminated due to silence after agent mispronounced brand and failed to follow protocol.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent used non-standard and incorrect brand pronunciations: 'Links'omical' and 'Lycus' at [16:00], which contradicts official branding and may confuse customers.
  • No customer interaction was established — repeated silence was not properly managed with hold, callback offer, or voicemail option.
  • Call terminated without any information gathering, troubleshooting, or next-step guidance.
  • Agent failed to follow standard call-opening protocol: no proper greeting, no verification of customer need, no case creation attempt.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Used materially incorrect and unapproved brand name pronunciations ('Links'omical', 'Lycus'), violating brand communication standards.
  • Failed to obtain any customer information or issue description.
  • Did not follow Linksys standard call opening or customer engagement protocol.
  • Disconnected the call without offering a callback, escalation, alternative contact method, or self-help resource.
  • Mispronounced the company name in a way that could lead the customer to believe they are not speaking to official Linksys support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never engaged with a customer, provided no troubleshooting, and terminated the call after a brief, empty greeting.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were taken; the agent simply asked if anyone was on the line and then disconnected.
R3 Not Met Correct resolution path conf 97%
No resolution path (escalation, RMA, or troubleshooting) was selected or explained.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
The agent did not identify symptoms, ask diagnostic questions, or follow a logical diagnostic process.
T2 Not Applicable Appropriate tools / resources used conf 96%
No tools or resources were used because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 96%
No technical information or recommendations were provided.
Communication
C1 Not Met Clear & professional language conf 97%
The agent did not set expectations, guide the conversation, or maintain control; the call was abandoned.
C2 Not Applicable Confirmed understanding conf 95%
There was no customer dialogue to assess communication level or style adaptation.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of any issue and terminated the call without attempting to help.
O2 Not Met Proactive follow-through conf 97%
No next steps or timelines were given; the call ended abruptly.
O3 Not Applicable Closure confirmation conf 95%
No prior case history existed and no handoff was required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation was performed and none was warranted given the lack of issue identification.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent offered no empathy or professionalism beyond a generic greeting; call ended without assistance.
X2 Not Applicable Tone & rapport conf 95%
No customer tone or emotional state was presented to adapt to.
X3 Not Applicable Overall experience conf 95%
No actions were taken that could reduce or increase customer effort.
Call Transcript1 turns · 3 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. [silence] For out-of-warranty products, paid support [silence] may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. [silence] 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. [silence] Please select from the following options. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. [silence] Please have your device serial number ready. [silence] For assistance, press 1 now. [silence] For out-of-warranty products, paid support may be available depending on your issue. [silence] To hear more about your service options, press 2. [silence] To hear these options again, press 8. [silence] Please remain on the line for assistance. Thank you for calling Links'omical support, this is Rio, how can I assist you important today? Silence Hello? There's anyone on the other line, please make sure the volume is not muted on your phone. Hello? Since no one is on the other line, I would I them to disconnect the call within 10 seconds. Thank you for calling Lycus. If you need further assistance, do not hesitate to call us back here. Have a nice day ahead. Bye-bye.
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