V2 Rubric Detail — cf67229a-7666-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 22:38
Duration
12m 35s
Contact
931-400-5438
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.
⚠ Auto-Zero applied: Line Release – the call was released without any assistance or resolution.

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 call consisted of automated menu prompts followed by a silent line and a premature call release. No troubleshooting, guidance, empathy, or resolution was provided. All primary indicators for resolution, technical accuracy, communication, ownership, and customer experience are not met, resulting in an unresolved outcome and an auto-zero due to line release.

V1 Case Analysis

No customer interaction; call terminated without assistance.

Troubleshooting Steps

None recorded.

Key Observations
  • No customer interaction occurred; the agent did not verify if the customer was present before terminating the call.
  • No product model, serial number, or warranty status was collected or discussed.
  • No troubleshooting, self-help guidance, or escalation path was provided.
Positive Highlights
  • Agent used a polite closing script.
Agent Errors / Gaps
  • Failed to verify customer presence before terminating the call.
  • Did not collect any product or warranty information.
  • Did not offer any troubleshooting, self-help resources, or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No issue was identified or resolved; the call was released without any assistance.
R2 Not Met Diagnostic thoroughness conf 99%
The agent performed no troubleshooting steps.
R3 Not Met Correct resolution path conf 99%
No resolution path (RMA, escalation, education) was selected.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No diagnostic questions or logical process were applied.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools or resources were used because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 95%
No technical information or recommendations were given.
Communication
C1 Not Met Clear & professional language conf 99%
The agent did not set expectations, guide the conversation, or maintain control.
C2 Not Met Confirmed understanding conf 99%
Communication was generic and did not address any customer need or level.
Customer Ownership
O1 Not Met Ownership & empathy conf 99%
Agent showed no ownership; the call was simply released.
O2 Not Met Proactive follow-through conf 99%
No next steps or timelines were provided.
O3 Not Applicable Closure confirmation conf 95%
There was no prior history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was warranted (no issue presented).
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 99%
Agent offered only a scripted goodbye; no empathy for a customer problem was shown.
X2 Not Met Tone & rapport conf 99%
Tone remained generic and did not adapt to any customer emotion (none was expressed).
X3 Not Met Overall experience conf 99%
Customer effort was not reduced; the call ended without any assistance.
Call Transcript1 turns · 4 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 dot LinkSys.com. Please have your device serial number ready. For assistance, press. [silence] 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. 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 [silence] 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 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 remain on the line for assistance. [silence] [silence] [silence] Hi, how are you? Hi, how are you? How are you? Uh, is everyone on the other line? Make sure the volume is not highlighted on your phone. [silence] since no one is on the other line, I will be releasing this call in 10 seconds. Okay, it's really been 10 seconds. No one is answering on the other line. I'm going to release the call now. So thank you for calling Linksys. This is Carla. Have a great day. To know more about our products, you can visit our website support.Linksys.com. Goodbye.
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