V2 Rubric Detail — c49fbf76-7cb9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 23:47
Duration
10m 17s
Contact
610-905-9095
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
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 agent only delivered the standard greeting and did not respond to the customer's repeated statements, resulting in no troubleshooting, no resolution, and a clear abandonment of the call. All primary indicators for resolution, technical accuracy, communication, ownership, and customer experience are not met.

V1 Case Analysis

Customer stated they did not call; agent provided no response or assistance.

Troubleshooting Steps

None recorded.

Key Observations
  • Customer clearly stated they did not call (09:00) and provided no technical context.
  • Agent remained completely unresponsive throughout the call.
  • No product model, serial number, or issue details were collected.
  • No troubleshooting, guidance, or escalation path was offered.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No greeting or acknowledgment of the customer.
  • Failed to respond to the customer's statement about not initiating the call.
  • Did not collect any identifying or product information.
  • Provided no troubleshooting steps, guidance, or next steps.
  • Allowed the call to end without operational closure or resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Agent only provided greeting and hold message; no issue identified or resolved.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps taken; interaction ended before diagnosis began.
R3 Not Met Correct resolution path conf 100%
No resolution path selected or discussed due to lack of engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent did not identify symptoms or ask diagnostic questions.
T2 Not Applicable Appropriate tools / resources used conf 95%
No troubleshooting occurred, so tool use cannot be assessed.
T3 Not Met No misinformation conf 100%
No technical information provided by the agent.
Communication
C1 Not Met Clear & professional language conf 100%
Interaction not guided beyond initial greeting; no expectations or transitions set.
C2 Not Met Confirmed understanding conf 100%
Agent never communicated substantive content to match customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
Agent abandoned the call without taking ownership of the case.
O2 Not Met Proactive follow-through conf 100%
No next steps or timelines given.
O3 Not Applicable Closure confirmation conf 90%
No prior case history to reference and no handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted given lack of issue identification.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
Agent showed no empathy or professionalism; call ended without acknowledgment of customer's statements.
X2 Not Met Tone & rapport conf 100%
Agent did not adapt to customer's tone or keep customer engaged.
X3 Not Met Overall experience conf 100%
Customer forced to repeat 'I didn't call' multiple times; no effort reduced.
Call Transcript2 turns · 2 lines
Speaker 2
Welcome to links is 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.
00:00
Speaker 1
Oh, thanks. Hey. Hey. Who wants to. OK, who wants to see what. I don't think it's OK. Oh, thanks. I didn't call. I didn't call. I didn't call. Lovely much. Thank you.
09:00