V2 Rubric Detail — c70e5fee-6515-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 21:46
Duration
6m 20s
Contact
Joseph Ruggiero
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
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
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+64.0)

V2 Grader Summary

The transcript contains only the initial automated greeting with no customer interaction. No issue was reported, so no troubleshooting or resolution was possible. The agent provided accurate information and clear next steps, but without customer engagement, all resolution and technical indicators are not applicable. X3 is rated Met because the agent proactively reduced future effort by guiding the customer to prepare necessary information.

V1 Case Analysis

Call ended after automated greeting; no issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • No customer issue or device information was captured.
  • Agent did not proceed beyond the automated greeting.
  • Insufficient data to assess warranty, problem category, or required support path.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect product model/serial number and warranty status.
  • Did not ask the customer for the nature of the problem.
  • No troubleshooting or escalation steps were offered.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the call consists only of an automated greeting and instructions.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed as no customer interaction occurred.
R3 Not Applicable Correct resolution path conf 100%
No product or warranty status was discussed with a customer, and no resolution path was selected.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated due to absence of customer-reported symptoms.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used, as no technical issue was engaged.
T3 Met No misinformation conf 98%
Agent provided accurate information: correct URL (register.linksys.com) and standard support disclaimer.
Communication
C1 Met Clear & professional language conf 99%
Agent set clear expectations at the start regarding monitoring, warranty status, and required information.
C2 Not Applicable Confirmed understanding conf 100%
No customer interaction occurred to assess adaptation to language level or accessibility needs.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions such as transfers or commitments were possible without customer engagement.
O2 Met Proactive follow-through conf 97%
Agent clearly stated next steps: have serial number ready or call back later if unavailable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced, and no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was mentioned or required; no customer issue was raised.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be evaluated.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No customer emotion or frustration was expressed; no empathy was required or demonstrated.
X2 Not Applicable Tone & rapport conf 100%
No customer tone or emotional state to adapt to, as no interaction occurred.
X3 Met Overall experience conf 95%
Agent reduced potential future effort by instructing the customer to prepare serial number and call back if needed.
Call Transcript1 turns · 1 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 one now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
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