V2 Rubric Detail — e1e91326-7bf5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 00:25
Duration
13m 28s
Contact
310-995-5327
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent only delivered the initial greeting and then failed to engage with the customer's problem, providing no troubleshooting, guidance, or resolution. No ownership, empathy, or escalation decisions were made, resulting in an abandoned call and an unresolved issue.

V1 Case Analysis

Customer reported modem/router not connecting; agent gave no troubleshooting and call ended without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never asked for model, serial number, or any diagnostic information.
  • No troubleshooting steps were offered despite the clear connectivity issue.
  • Call ended with the customer speaking unintelligibly and no closure or next‑step provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect required product information (model/serial).
  • Did not engage the customer or ask clarifying questions.
  • Provided no diagnostic or remediation guidance.
  • Did not set a clear next step or follow‑up plan.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided a solution or outcome; call ends with customer speaking and no resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were offered after the opening greeting.
R3 Not Met Correct resolution path conf 96%
Agent did not determine warranty status, escalation path, or any resolution route.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions or logical process were performed.
T2 Not Met Appropriate tools / resources used conf 96%
Agent never used any tools, resources, or evidence to address the issue.
T3 Not Met No misinformation conf 96%
No technical information or recommendations were given.
Communication
C1 Not Met Clear & professional language conf 97%
Interaction was not guided; after the greeting the agent gave no direction or control.
C2 Not Met Confirmed understanding conf 96%
Agent never communicated beyond the opening script, so no adaptation to the customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; no effort to help or follow‑up was shown.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow‑up commitments were provided.
O3 Not Met Closure confirmation conf 96%
No reference to prior history or handoff; the agent never engaged with the case.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was made and there is no evidence that escalation was warranted.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered only a generic greeting; no empathy or professionalism demonstrated during the issue.
X2 Not Met Tone & rapport conf 96%
No adaptation to the customer's tone or pace; agent never responded after greeting.
X3 Not Met Overall experience conf 96%
Customer was left to repeat information and attempt troubleshooting alone; unnecessary effort was imposed.
Call Transcript2 turns · 5 lines
Speaker 2
Welcome to linskspace 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.linskspace.com for more information about your product.
00:00
Speaker 1
Well, it looks like I'm gonna have to get a modem. It's not, it's not doing it. It recognizes the, the Swami here. It says, with this modem. this little thing. it's on is that the I'll. check tomorrow. see if I can. Thank you. I found the cable in the bag. I'm doing. That'd be good. That'd be good, Joe. And I put those modellums up. I'll put the uh link is right here. uh, that's elephant leaves. everything works but it just wouldn't connect. is it okay to leave it down here? [silence] Hey, yo-yo, yo-yo. Oh, alright, cool.
09:00