V2 Rubric Detail — f07be176-6916-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 00:04
Duration
21m 57s
Contact
770-468-7593
Issue Type
General Inquiry
V2 Outcome
Unresolved
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

Resolution0.00/5
Technical0.00/5
Communication5.00/5
OwnershipN/A
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-16.0)

V2 Grader Summary

The transcript contains only the initial automated greeting; no troubleshooting, resolution, escalation, or empathetic interaction occurs. Consequently, most behavioral indicators are Not Applicable, while the few assessable items (resolution, troubleshooting, empathy) are Not Met. The call ends without any outcome, resulting in an Unresolved classification.

V1 Case Analysis

No agent interaction; call ended after automated greeting.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent-customer interaction beyond the automated greeting.
  • No collection of product model, serial number, or warranty status.
  • No troubleshooting or technical guidance provided.
  • No case creation or escalation path initiated.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to engage with the customer or collect required product information.
  • Did not create or reference a HappyFox case.
  • Provided no troubleshooting, guidance, or next-step information.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends after opening script with no resolution or outcome provided.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps are performed in the transcript.
R3 Not Met Correct resolution path conf 95%
No determination of warranty status or resolution path is made.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions or logical process are observed.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools or resources are used (no troubleshooting took place).
T3 Not Applicable No misinformation conf 90%
No technical information or recommendations are given.
Communication
C1 Met Clear & professional language conf 90%
Agent provides a clear opening, states call may be monitored, and tells the caller what to have ready.
C2 Not Applicable Confirmed understanding conf 90%
No interaction with the customer to gauge language level or accessibility needs.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 90%
No ownership actions (transfer, follow-up) are demonstrated.
O2 Not Applicable Proactive follow-through conf 90%
No next steps or timelines are set.
O3 Not Applicable Closure confirmation conf 90%
No prior case history is referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurs and none is warranted given no issue is presented.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation is performed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy, professionalism, or patience is demonstrated beyond the scripted greeting.
X2 Not Applicable Tone & rapport conf 90%
No adaptation to tone or emotional state is observable.
X3 Not Applicable Overall experience conf 90%
No effort to reduce customer friction is 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 serial number ready. For assistance, press one now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
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