V2 Rubric Detail — f2e373c2-7a67-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 00:57
Duration
11m 8s
Contact
240-400-4583
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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The call consisted only of an automated greeting and a brief, non-linguistic utterance. No troubleshooting, resolution attempt, or customer engagement occurred. All primary and core indicators are Not Met (or Not Applicable where tool use could not be assessed), resulting in an Unresolved outcome.

V1 Case Analysis

Call ended with no live agent interaction. No issue identified or addressed.

Troubleshooting Steps

None recorded.

Key Observations
  • No live agent interaction detected after automated greeting.
  • No product information (model/serial) collected despite KB emphasis on protocol.
  • No attempt to identify customer issue or provide troubleshooting.
  • Call ended abruptly without resolution or next steps.
  • Transcript ends with garbled/unintelligible text, suggesting possible technical issue.
Positive Highlights
  • Automated greeting message was technically accurate and compliant with KB.
Agent Errors / Gaps
  • Failed to establish live agent connection after automated greeting.
  • Did not collect any customer or product information per KB protocol.
  • Did not attempt to identify or clarify the customer's issue.
  • Provided no troubleshooting, guidance, or escalation path.
  • Allowed call to terminate without operational closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
The call consisted only of an automated greeting and a non-linguistic utterance; no issue was identified or addressed, and no resolution or outcome was provided.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps, diagnostic questions, or diagnostic process were initiated by the agent.
R3 Not Met Correct resolution path conf 100%
The agent did not assess product status, warranty, or determine an appropriate resolution path due to lack of engagement beyond the greeting.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No symptoms were identified, no relevant questions asked, and no root cause analysis attempted.
T2 Not Applicable Appropriate tools / resources used conf 100%
No troubleshooting occurred, so tool use was neither required nor possible to evaluate.
T3 Not Met No misinformation conf 100%
No technical information, recommendations, or conclusions were provided by the agent.
Communication
C1 Not Met Clear & professional language conf 100%
The interaction consisted only of a greeting; the agent did not guide the call, set expectations, or maintain control.
C2 Not Met Confirmed understanding conf 100%
No communication was tailored to the customer’s level; there was no dialogue beyond the opening message.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
The agent never took ownership of the issue or made any commitments.
O2 Not Met Proactive follow-through conf 100%
No next steps or timelines were established.
O3 Not Met Closure confirmation conf 100%
No prior history was referenced; the call never progressed beyond the greeting.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the lack of issue discussion.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
No empathy, professionalism, or patience was demonstrated beyond the scripted greeting.
X2 Not Met Tone & rapport conf 100%
The agent did not adapt to any customer tone or emotional state (no interaction present).
X3 Not Met Overall experience conf 100%
No effort was made to reduce customer effort; no actions were taken at all.
Call Transcript1 turns · 2 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. [music] X বিশেষ
00:00