V2 Rubric Detail — e3f5e49c-7668-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 22:53
Duration
6m 33s
Contact
William Brandt
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135718
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single device not connecting
⚠ 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
Communication1.00/5
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. As a result, no behavioral indicators can be assessed, and all are marked Not Applicable. The call is correctly classified as Unresolved due to lack of progress.

V1 Case Analysis

Customer did not engage after initial greeting; no issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • No customer response after the opening greeting.
  • Agent did not attempt further engagement or information gathering.
  • Call ended without any issue identification or resolution path.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to prompt the customer for a reason for calling.
  • Did not collect required case details (model, serial, contact info).
  • No attempt to verify if the customer was still present before ending.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
Call contains only the automated welcome message; no resolution or outcome is presented.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps are shown in the transcript.
R3 Not Applicable Correct resolution path conf 100%
No decision about warranty, escalation, or path selection is evident.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification are present.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence are used or referenced.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations are given.
Communication
C1 Not Applicable Clear & professional language conf 100%
The transcript ends after the greeting; no call control actions are observable.
C2 Not Applicable Confirmed understanding conf 100%
No communication with the customer beyond the greeting, so adaptation cannot be assessed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership behavior (e.g., taking responsibility, avoiding transfers) is demonstrated.
O2 Not Applicable Proactive follow-through conf 100%
No next‑step or timeline is set.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or hand‑off context is referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision is made or needed in the provided segment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution is observed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience can be evaluated from the greeting alone.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or pace is observable.
X3 Not Applicable Overall experience conf 100%
No effort reduction actions (e.g., avoiding repetition) are evident.
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. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If they are available, please stand by.
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