V2 Rubric Detail — c40681e8-7f12-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 23:30
Duration
21m 49s
Contact
615-627-7714
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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript contains only the initial automated greeting and no customer interaction, troubleshooting, or resolution steps. Consequently, none of the behavioral indicators can be assessed, leading to all indicators being marked Not Applicable and the overall outcome classified as Unresolved.

V1 Case Analysis

Customer call ended after initial greeting; no issue identified, no troubleshooting performed, no resolution provided.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred beyond the automated welcome message.
  • No product or issue information was collected.
  • No troubleshooting or resolution steps were offered.
  • Call ended without any operational closure or next steps.
Positive Highlights
  • The welcome message was clear and professional.
Agent Errors / Gaps
  • No agent engagement to identify the customer's issue.
  • No collection of model number, serial number, or warranty status.
  • No troubleshooting or resolution steps provided.
  • No clear closure or follow-up plan was established.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
Only an automated greeting was played; no customer issue was presented or addressed.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed or described.
R3 Not Applicable Correct resolution path conf 100%
No decision about warranty, escalation, or path selection is evident.
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, resources, or evidence were used during the call.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
No interaction beyond the scripted greeting; no call control demonstrated.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer language or level could be observed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions (transfers, commitments) were taken.
O2 Not Applicable Proactive follow-through conf 100%
No next‑step or timeline was established.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff context was referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given no issue was raised.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism beyond the generic greeting can be judged.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone, pace, or emotional state was observable.
X3 Not Applicable Overall experience conf 100%
No actions were taken that could reduce or increase customer 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. We are currently experiencing higher than normal call volume which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible.
00:00