V2 Rubric Detail — d896f168-799c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 00:43
Duration
6m 45s
Contact
817-597-7260
Issue Type
Unknown
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+80.0)

V2 Grader Summary

The call consisted solely of the automated greeting with no customer interaction. Technical guidance (serial number, support.linksys.com) was accurate. No issue, troubleshooting, escalation, or ownership actions were observed, resulting in Partial Resolution classification.

V1 Case Analysis

Call ended after initial greeting; no issue captured or support provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent only delivered the automated welcome message at [00:00] and did not engage the customer afterward.
  • No attempt was made to identify the customer's issue or collect product details.
  • Call ended in silence with no operational closure or next step provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to initiate any verbal interaction beyond the script at [00:00].
  • Did not ask the customer to state their issue or confirm if they were still on the line.
  • No attempt to collect model number, serial number, or any diagnostic information.
  • No troubleshooting or guidance was offered.
  • Call ended without establishing a next step, escalation, or self-help path.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; only automated greeting played.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting occurred; transcript ends after greeting.
R3 Not Applicable Correct resolution path conf 100%
No product, warranty status, or resolution path discussed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification made.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources used or required at this stage.
T3 Met No misinformation conf 95%
Agent correctly advised customer to have serial number ready and visit support.linksys.com — accurate per KB.
Communication
C1 Met Clear & professional language conf 90%
Agent set clear expectations: 'please have your serial number ready and stay on the line for assistance.'
C2 Not Applicable Confirmed understanding conf 95%
No customer response captured to assess communication adaptation.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
No ownership actions observable; call did not progress beyond greeting.
O2 Met Proactive follow-through conf 85%
Agent gave clear next step: 'stay on the line for assistance.'
O3 Not Applicable Closure confirmation conf 95%
No prior case history existed in transcript.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation made and none warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 90%
Greeting was professional and courteous, adhering to standard opening script.
X2 Not Applicable Tone & rapport conf 95%
Customer tone or emotional state not captured.
X3 Met Overall experience conf 85%
Agent asked customer to have serial number ready, reducing later effort.
Call Transcript1 turns · 1 lines
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