V2 Rubric Detail — c83856e0-7f0f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 23:08
Duration
36m 4s
Contact
315-593-3316
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion (B)

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
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent only delivered an automated greeting and then remained silent while the customer spoke incoherently. No troubleshooting, no resolution, no empathy, and no escalation were performed, resulting in a complete failure to address the customer's issue.

V1 Case Analysis

Customer reported device is broken and not providing Wi‑Fi. No model, serial, or troubleshooting performed. Call ended without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never responded to the customer after the initial automated greeting.
  • No product information (model, serial, warranty) was collected.
  • No troubleshooting steps or guidance were provided despite 10 minutes of customer statements.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Complete failure to respond to the customer after the automated greeting.
  • Did not collect required device details such as model or serial number.
  • No attempt to diagnose, acknowledge, or offer any resolution path.
  • Allowed the call to continue for 10 minutes without intervention or closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution or outcome was provided; the call ended without a solution.
R2 Not Met Diagnostic thoroughness conf 99%
No diagnostic questions or troubleshooting steps were performed.
R3 Not Met Correct resolution path conf 95%
Agent did not determine warranty status, choose a proper path, or offer any next-step.
Technical Accuracy
T1 Not Met Technically accurate info conf 99%
No logical diagnostic process was applied; the agent never identified symptoms or asked relevant questions.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools or resources were used because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 90%
Agent provided no technical information or recommendations.
Communication
C1 Not Met Clear & professional language conf 98%
After the initial greeting the agent gave no guidance, held the line silent, and lost control of the interaction.
C2 Not Met Confirmed understanding conf 98%
There was no communication tailored to the customer’s level; the agent never responded to the customer’s statements.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent showed no ownership – no effort was made, no transfer was justified, and no commitments were honored.
O2 Not Met Proactive follow-through conf 97%
No next steps or timelines were set; the call ended without any follow‑up plan.
O3 Not Applicable Closure confirmation conf 90%
This was the first contact and the agent never referenced any prior history; continuity was not relevant.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent made no escalation decision despite the lack of any troubleshooting; a decision not to escalate was never communicated.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
No empathy, professionalism, or patience was demonstrated; the agent remained silent while the customer spoke.
X2 Not Met Tone & rapport conf 98%
Agent did not adapt to the customer’s tone or keep the customer engaged.
X3 Not Met Overall experience conf 97%
The agent added unnecessary effort for the customer by providing no assistance, forcing the customer to repeat or continue without help.
Call Transcript2 turns · 7 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 in 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 we'll be with you as soon as possible. [silence]
00:00
Speaker 1
sure we've had the truth we still have it Well, it was for sure it was broken. [silence] Kind of says there's service here. [silence] And she gives me number or links, and I said, what are they going to do? [silence] I remember there was trouble, but that one didn't have Wi-Fi. That was just, it talked in. That's why I watched it worked. [silence] [silence] All right, well, let's get to the part where they're selling all their. Well, uh [ silence ] Some of the... work with... [ silence ] It's a nearby. This is another. This is number one. You are still practicing. [silence] [silence] What? Yeah, I don't know, there one, yeah.
02:00