V2 Rubric Detail — c490abf8-798f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 23:09
Duration
33m 15s
Contact
915-820-3526
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
Accuracy5.00/5
Communication1.00/5
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 transcript contains only a generic welcome and request for a serial number; no troubleshooting, resolution, ownership, or empathy was demonstrated. Consequently, all primary indicators are Not Met, with several marked Not Applicable due to lack of interaction. The call ends without any outcome, leading to an Unresolved classification.

V1 Case Analysis

No agent interaction captured; unable to determine issue or actions taken.

Troubleshooting Steps

None recorded.

Key Observations
  • Only the automated welcome message is present; no agent or customer dialogue.
  • No product model, serial number, or warranty information was collected.
  • No issue was identified, so no troubleshooting or resolution could occur.
Positive Highlights
  • Automated message provided correct self-help URL (support.linksys.com).
Agent Errors / Gaps
  • No agent interaction captured; unable to evaluate protocol compliance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent only gave a welcome message and asked for the serial number; no resolution was provided.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were taken or described in the transcript.
R3 Not Met Correct resolution path conf 95%
Agent never determined warranty status or selected a resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No diagnostic questions were asked, symptoms not identified, and no root cause analysis attempted.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools could be used as no troubleshooting occurred and no issue was presented by the customer.
T3 Not Met No misinformation conf 100%
No technical information, recommendations, or conclusions were provided by the agent.
Communication
C1 Not Met Clear & professional language conf 95%
Interaction consisted only of a generic greeting; no call guidance or control was demonstrated.
C2 Not Met Confirmed understanding conf 95%
No adaptation to the customer's level or style could be observed.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of any issue or make commitments.
O2 Not Met Proactive follow-through conf 95%
No next steps or timelines were set for the customer.
O3 Not Applicable Closure confirmation conf 94%
This appears to be the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 94%
No escalation was made and none was warranted given the lack of issue discussion.
E2 Not Applicable Escalation prep & handoff conf 94%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy, professionalism, or patience was demonstrated beyond the scripted greeting.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace to any customer cues (none were present).
X3 Not Met Overall experience conf 95%
No effort‑reduction actions (e.g., using existing info, avoiding repeats) were observed.
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.
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