V2 Rubric Detail — e5911426-7cb1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 22:51
Duration
23m 50s
Contact
509-954-5427
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
HappyFox Case
Support Country
United States
Product Family
OTHERS
CSAT
Sentiment Trajectory
Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments). 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

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 opening greeting and then gave no response to the customer's prolonged, incoherent speech. No troubleshooting, diagnostics, or resolution path was attempted, and no empathy or call control was demonstrated. This resulted in a complete lack of assistance, leading to an unresolved outcome and a critical abandonment failure.

V1 Case Analysis

No actionable support provided; customer spoke incoherently, agent did not respond after greeting.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent only delivered the automated greeting and did not respond to any customer input after [00:00].
  • No attempt was made to clarify the customer's statements, even when they referenced 'node' at [09:00], which could have been a technical term but was not followed up.
  • No product information, troubleshooting, escalation, or self-help guidance was provided.
  • Call ended without closure, recap, or next step.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to acknowledge or respond to the customer after the initial greeting.
  • Did not attempt to clarify or redirect the customer despite multiple incoherent statements.
  • Did not collect any product or contact information.
  • Provided no troubleshooting, escalation path, or self-help resources.
  • Failed to close the call with any operational next step or closure statement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent provided no resolution or outcome; only the initial greeting was spoken.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were taken; the agent remained silent after the greeting.
R3 Not Met Correct resolution path conf 90%
No resolution path was selected; the agent never assessed warranty, hardware status, or next steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
The agent did not ask any diagnostic questions or identify the customer's symptoms.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools or resources were used; there was nothing to assess for appropriate tool use.
T3 Not Applicable No misinformation conf 90%
No technical information, recommendations, or conclusions were given to evaluate accuracy.
Communication
C1 Not Met Clear & professional language conf 95%
Agent did not guide the interaction beyond the opening greeting; no call control was demonstrated.
C2 Not Met Confirmed understanding conf 95%
After the greeting the agent gave no communication, thus did not adapt to the customer's level or style.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent showed no ownership of the issue; no effort was made to help the customer.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow‑up commitments were provided.
O3 Not Applicable Closure confirmation conf 90%
This appears to be a first contact with no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation decision was made and none was warranted given the lack of issue identification.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was executed; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent displayed no empathy, professionalism, or patience after the greeting.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone, pace, or style to match the customer's erratic speech.
X3 Not Met Overall experience conf 95%
Customer was left to continue speaking without assistance, creating unnecessary effort.
Call Transcript2 turns · 14 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.linksus.com for more information about your product. [silence]
00:00
Speaker 1
here does that end play now so let's say not taking camp please suck it down get on my room go outside what I saved it I saved it be sweet. You're going to reflect. Bye bye. Bye. Pets don't go outside. Thanks. Barry. Oh! [eighteen point] [silence] are paying attention attention. [silence] they don't know what they're doing attention. [silence] I [silence] teleport [silence] they -- and you need need to uh -- too. [silence] $10,000 10 times, so he needs to win the guy over there, something. He comes to the best. He feels, his son . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . you better not be in there. Cheers. [silence] The pain. No, no, no, no, no. Stop it, my back, dresser, you're hurting me. You the dog. This is a reminder. You the dog. You the dog. What are you doing? God, I'm chilling. See how it went? Please don't go anywhere. That's more like it. Talking to the other node, too. Ronnie, go up and look at it. You want to look, man? You want a look? No, I don't want to. I want it this way from what I told the car we just don't get to you you do not get out of here his, but she turns, I've got 500. Tell me, Afghani, or I'm gonna start with the walls. is already been just understand or do you have a black one is this funny as funny So leave your ship outside. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] There's more stuff in there. There's some stuff in that dresser. There's, uh, like, a little, uh... No. Hello excel
02:00