V2 Rubric Detail — eb02fb2e-7f11-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 23:23
Duration
25m 45s
Contact
315-949-9337
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

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
Communication2.00/5
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 call consisted only of an automated greeting with no live agent interaction or customer issue presented. All behavioral indicators are Not Applicable as no support activity occurred. No critical compliance failures were observed in the transcript.

V1 Case Analysis

Automated greeting only; no agent interaction; no issue identified or support provided.

Troubleshooting Steps

None recorded.

Key Observations
  • The automated greeting correctly directed customers to support.linksys.com and live chat per the KB.
  • No live agent interaction occurred; the call was effectively abandoned.
  • No product, warranty, or issue details were collected or addressed.
  • No troubleshooting or next-step guidance was provided.
Positive Highlights
  • The automated greeting was accurate and aligned with the KB, directing customers to valid support channels.
Agent Errors / Gaps
  • No live agent interaction occurred; the call was not handled as a support case.
  • No attempt was made to identify the customer's issue or provide troubleshooting.
  • The call ended without any resolution, escalation, or self-help guidance.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented or resolved during the call; only an automated greeting played.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed; the interaction did not progress beyond the automated welcome message.
R3 Not Applicable Correct resolution path conf 100%
No resolution path could be selected as no customer contact or issue was established.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
Agent did not ask diagnostic questions or identify symptoms; no live agent interaction occurred.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given; no live agent interaction occurred.
Communication
C1 Not Applicable Clear & professional language conf 95%
No interaction beyond the initial greeting; no call control demonstrated.
C2 Not Applicable Confirmed understanding conf 95%
Agent never communicated beyond the scripted welcome.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
No ownership actions (transfers, commitments) were taken.
O2 Not Applicable Proactive follow-through conf 95%
No next steps or timelines were established.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff context was used.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Applicable Customer effort minimised conf 95%
No empathy or professionalism could be observed.
X2 Not Applicable Tone & rapport conf 95%
No adaptation to tone or pace was possible.
X3 Not Applicable Overall experience conf 95%
No actions were taken to reduce customer effort.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to. Links. 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 dot com. linkz.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linkz dot com or our chat support to serve a live chat. We apologize for the delay. And we'll be with you as soon as possible. [silence]
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