V2 Rubric Detail — d62e25c6-7c95-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:30
Duration
6m 19s
Contact
336-643-6597
Issue Type
General Inquiry
V2 Outcome
Successful Resolution
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

Resolution2.50/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall16.7% (-19.3)

V2 Grader Summary

The customer self-reported resolution ('Well, it's working now'), which satisfies R1 as Met. However, the agent provided no troubleshooting, technical guidance, ownership, or communication adaptation, resulting in Not Met ratings for R2, T1-T3, C1-C2, O1-O2, and X1-X3. R3, O3, E1, and E2 are Not Applicable due to lack of observable context. No auto-zero triggers are present.

V1 Case Analysis

Customer reported issue resolved; agent provided no response beyond automated greeting directing to support.linksys.com. No support delivered.

Troubleshooting Steps

None recorded.

Key Observations
  • Customer indicated the issue was resolved, but the agent did not acknowledge or confirm this.
  • No live agent interaction occurred; the call was handled entirely by an automated message.
  • No product model, serial number, or warranty information was collected.
  • No troubleshooting, resolution confirmation, or next-step guidance was provided.
  • The automated message directed the customer to the correct support URL (support.linksys.com).
Positive Highlights
  • Automated message provided the correct support URL (support.linksys.com).
Agent Errors / Gaps
  • Failed to engage with the customer despite their indication of resolution.
  • Did not collect required product information (model/serial) or verify the issue status.
  • Provided no troubleshooting, closure, or operational path forward.
  • Call ended without any meaningful support or follow-up.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 80%
Customer states 'Well, it's working now.' indicating the issue is resolved.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps or troubleshooting were performed by the agent.
R3 Not Applicable Correct resolution path conf 90%
No product, warranty, or support path was discussed; insufficient data to assess resolution path selection.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent did not identify symptoms or ask diagnostic questions; only a pre-recorded greeting was provided.
T2 Not Met Appropriate tools / resources used conf 100%
No tools, KB, or resources were used or referenced by the agent.
T3 Not Met No misinformation conf 100%
No technical information or recommendations were provided by the agent.
Communication
C1 Not Met Clear & professional language conf 90%
Agent only gave a scripted greeting; no call guidance, control, or transitions demonstrated.
C2 Not Met Confirmed understanding conf 90%
No adaptation to customer’s level, style, or accessibility needs is observable.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership or make any commitments; interaction ended without agent action.
O2 Not Met Proactive follow-through conf 90%
No next steps or timelines were set; no follow-up commitments established.
O3 Not Applicable Closure confirmation conf 85%
No prior history was referenced; first contact assumed with no handoff context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted based on the transcript.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not display empathy or professionalism beyond the scripted greeting.
X2 Not Met Tone & rapport conf 90%
No evidence of tone, pace, or emotional state adaptation; interaction was purely procedural.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat information ('pulled up, uh, yes, price') with no agent intervention to reduce effort.
Call Transcript2 turns · 2 lines
Speaker 1
Well, it's working now. I pulled up, uh, yes, price.[silence]
00:00
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. [silence]
00:00