V2 Rubric Detail — d553a1fe-765e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 21:41
Duration
12m 18s
Contact
734-649-0600
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

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists solely of an automated welcome message with no agent-customer interaction, troubleshooting, or resolution steps. Consequently, all behavioral indicators are not applicable, and no outcome is achieved, resulting in an Unresolved classification.

V1 Case Analysis

Call ended after automated greeting; no live agent engagement or issue identification.

Troubleshooting Steps

None recorded.

Key Observations
  • No live agent interaction occurred after the automated greeting.
  • No attempt was made to identify the customer's issue or product details.
  • No troubleshooting, escalation, or self-help path was provided.
  • The call ended without any operational resolution or next step.
Positive Highlights
  • Automated greeting was clear and included relevant support eligibility information.
Agent Errors / Gaps
  • Failed to engage the customer beyond the automated greeting.
  • Did not ask for the customer's issue, product model, or serial number.
  • No troubleshooting or support path was initiated.
  • Call ended without any resolution, escalation, or self-help guidance.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 97%
Call contains only an automated welcome script; no resolution or outcome is presented.
R2 Not Applicable Diagnostic thoroughness conf 97%
No troubleshooting steps are performed or described in the transcript.
R3 Not Applicable Correct resolution path conf 97%
No decision about escalation, warranty, or support path is made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 96%
No diagnostic questions or symptom identification are present.
T2 Not Applicable Appropriate tools / resources used conf 96%
No tools, resources, or evidence are used during the call.
T3 Not Applicable No misinformation conf 96%
No technical guidance or recommendations are given.
Communication
C1 Not Applicable Clear & professional language conf 95%
The transcript shows only a pre‑recorded message; no call control or framing occurs.
C2 Not Applicable Confirmed understanding conf 95%
No interaction with a customer, so no adaptation to language or level is observable.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
No ownership actions (transfers, commitments) are evident.
O2 Not Applicable Proactive follow-through conf 95%
No next‑step or timeline is communicated.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff context is referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation occurs and none is warranted given the lack of a customer issue.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation is performed, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 95%
No empathy, professionalism, or patience can be evaluated from the script alone.
X2 Not Applicable Tone & rapport conf 95%
No customer tone or emotional state is present to adapt to.
X3 Not Applicable Overall experience conf 95%
No actions are taken that could reduce or increase customer effort.
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's serial number ready, and for assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available, depending on the issue. [silence]
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