V2 Rubric Detail — e6c300aa-7bf0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 23:50
Duration
11m 48s
Contact
319-240-9795
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Developing

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
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall82.1% (+46.1)

V2 Grader Summary

The transcript consists solely of an automated greeting and hold message. No technical claims were made, and no troubleshooting occurred, making T1, T2, and T3 Not Applicable. No technical-basis auto-zero triggers were present.

V1 Case Analysis

Customer did not respond after initial greeting; no issue identified.

Troubleshooting Steps

None recorded.

Key Observations
  • Customer remained silent after the opening greeting.
  • Agent did not attempt additional engagement or clarification.
  • Call ended without any device information, issue identification, or troubleshooting.
Positive Highlights
  • Provided the correct standard opening script and asked for the serial number as per protocol.
Agent Errors / Gaps
  • Did not follow up after the initial greeting to obtain the customer's issue or device details.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No issue was presented or resolved in the transcript; only an automated greeting was captured.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting occurred — the interaction consists solely of the initial hold message.
R3 Not Applicable Correct resolution path conf 100%
No resolution path was discussed or required at this stage of the call.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated; customer had not yet been connected to an agent.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools were used or referenced during the automated greeting.
T3 Not Applicable No misinformation conf 100%
No technical information was provided in the pre-agent message.
Communication
C1 Met Clear & professional language conf 90%
The message sets clear expectations: prepare serial number, stay on the line, and optional self-service via support.linksys.com.
C2 Met Confirmed understanding conf 95%
Language is plain, accessible, and free of jargon — appropriate for all customer levels.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent ownership demonstrated yet; this is a system-generated message before live interaction.
O2 Met Proactive follow-through conf 85%
Clear next steps given: have serial number ready and consider visiting support.linksys.com.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff context exists at this point in the call flow.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or needed during the hold message.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted in this pre-agent segment.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
The greeting is entirely procedural with no empathetic language, acknowledgment of frustration, or personalized tone.
X2 Not Met Tone & rapport conf 95%
No adaptation to customer tone or emotional state is possible in a static message.
X3 Met Overall experience conf 80%
Proactively instructs customer to have serial number ready, reducing repetition once connected to an agent.
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]
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