V2 Rubric Detail — d27e01b0-5fa0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:06
Duration
13m 43s
Contact
Vince Fahey
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
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 transcript consists solely of a pre-recorded automated greeting with no live agent interaction. No troubleshooting, guidance, or customer engagement occurred. All performance indicators are Not Met due to complete lack of agent involvement, resulting in an Unresolved outcome.

V1 Case Analysis

Call ended after automated greeting; no customer issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • Call never progressed beyond the automated greeting.
  • No product, warranty, or issue information was collected.
  • No agent interaction or troubleshooting was performed.
Positive Highlights
  • Automated greeting was clear and professional.
Agent Errors / Gaps
  • No agent engagement; failure to collect required information or address the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Call contains only the automated greeting; no issue was resolved or outcome achieved.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps or diagnostic questions were performed.
R3 Not Met Correct resolution path conf 95%
Agent never selected a resolution path (no RMA, escalation, or best-effort troubleshooting).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process was applied; the agent did not ask any symptom-related questions.
T2 Not Met Appropriate tools / resources used conf 94%
No tools, resources, or evidence were used because the interaction never progressed beyond the greeting.
T3 Not Met No misinformation conf 94%
No technical information, recommendations, or conclusions were given.
Communication
C1 Not Met Clear & professional language conf 95%
Agent did not guide the interaction, set expectations, or maintain call control.
C2 Not Met Confirmed understanding conf 95%
No communication was tailored to the customer’s level; only a generic pre-recorded message was played.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent never demonstrated ownership; the call ended after the greeting.
O2 Not Met Proactive follow-through conf 95%
No next steps or timelines were established.
O3 Not Met Closure confirmation conf 94%
No case continuity was possible because no prior history or hand-off was addressed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made and none was warranted (no issue presented).
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy, professionalism, or patience was demonstrated; only a scripted greeting was heard.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to any customer tone or emotional state (no interaction beyond greeting).
X3 Not Met Overall experience conf 95%
No effort was taken to reduce customer effort; the call never progressed beyond the automated message.
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 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 make sure you have the serial number and contact information from your device. Please make sure you have the serial number from your device.
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