V2 Rubric Detail — cf450d42-770e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:41
Duration
17m 1s
Contact
970-791-8073
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
Communication2.00/5
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 could not hear the customer, only asked them to check mute, and threatened to disconnect without any troubleshooting, escalation, or next steps. No technical guidance was given, ownership was lacking, and the call ended without resolution.

V1 Case Analysis

Customer did not respond; call ended without issue identification or resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Customer never responded; agent could not obtain any information.
  • Agent attempted to verify mute status but did not offer a callback or alternative contact method.
  • No product, warranty, or issue details were collected.
Positive Highlights
  • Agent remained polite and asked the customer to check if the phone was muted.
Agent Errors / Gaps
  • Did not collect required product/model/serial information.
  • Did not offer a callback, escalation, or alternative support path when the customer was unresponsive.
  • Call ended without a clear closure or next‑step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Agent says “I may have to disconnect this call” with no resolution or outcome.
R2 Not Met Diagnostic thoroughness conf 100%
Only asked the customer to check mute; no diagnostic steps were taken.
R3 Not Met Correct resolution path conf 100%
No path to resolution, escalation, or next‑step was offered.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent did not identify symptoms, ask relevant questions, or determine a root cause.
T2 Not Met Appropriate tools / resources used conf 100%
No tools or resources (e.g., router UI, speed test) were used despite the lack of any troubleshooting.
T3 Not Met No misinformation conf 100%
Agent provided no technical information or recommendations.
Communication
C1 Not Met Clear & professional language conf 100%
Interaction lacked framing, clear expectations, or control; agent threatened to disconnect.
C2 Not Met Confirmed understanding conf 100%
Communication was limited to a generic “sorry” and mute check, with no adaptation to the customer’s needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
Agent prepared to abandon the call rather than take ownership of the issue.
O2 Not Met Proactive follow-through conf 100%
No next steps, timeline, or follow‑up were provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for a call‑audio issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
Only a brief apology; no genuine empathy or acknowledgment of frustration.
X2 Not Met Tone & rapport conf 100%
Agent did not adjust tone, pace, or engagement; repeated the same script.
X3 Not Met Overall experience conf 100%
Customer was forced to repeat information (mute check) and the call was headed toward termination, adding unnecessary effort.
Call Transcript1 turns · 3 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 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, Press 8. Please from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. for out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, press 8. Please remain on the line for assistance. [silence] [whistling] Thank you for calling Linksys. This is L. How can I help? hello sorry, I cannot hear any response on the other line. Can you please check if your phone is on mute? hello Sorry, I cannot hear still any response on the other line. Please check if your phone is on mute. I'll wait for 10 seconds. sorry, I still cannot hear any response on the other line. I may have to disconnect this call. If you have [silence]
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