V2 Rubric Detail — f54c75e0-637f-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 21:21
Duration
11m 18s
Contact
334-798-2293
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication3.00/5
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 transcript captures only the automated welcome message with no live agent interaction. As such, no troubleshooting, resolution, or customer engagement occurred. All indicators are correctly rated as Not Applicable due to the absence of agent participation. The outcome remains 'Partial Resolution' as no meaningful progress was made, but the call did not fully meet the threshold for 'Unresolved' due to lack of observable agent behavior.

V1 Case Analysis

Call ended after automated welcome message; no agent engagement or customer interaction occurred.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred after the automated welcome script at [00:00].
  • The call ended without any attempt to identify the customer's issue or product details.
  • No troubleshooting, escalation, or self-help guidance was provided.
  • The automated script content was technically accurate per KB.
Positive Highlights
  • The automated welcome script was delivered clearly and contained accurate information per KB.
Agent Errors / Gaps
  • Complete failure to engage the customer after the introductory script.
  • No attempt to collect required product information (model/serial number).
  • No troubleshooting or support path established despite customer initiating contact.
  • Call abandoned without professional closure or next steps.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
The transcript contains only the automated greeting; no agent interaction or resolution attempt occurred.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was performed by an agent; the call did not progress beyond the IVR message.
R3 Not Applicable Correct resolution path conf 100%
No agent engaged with the customer, so no resolution path could be selected or assessed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated; the call ended at the automated welcome prompt.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used by an agent during this interaction.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided by a live agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
The interaction consists solely of a pre-recorded message; no live call control was demonstrated.
C2 Not Applicable Confirmed understanding conf 100%
No adaptive communication occurred as no agent-customer interaction took place.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent assumed ownership of the case, as the call was not answered.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were communicated by an agent.
O3 Not Applicable Closure confirmation conf 100%
There was no case continuity effort, as no agent accessed or referenced a prior case.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made because no agent interacted with the customer.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed due to lack of agent involvement.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be evaluated in the absence of agent presence.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or pace occurred, as no live interaction happened.
X3 Not Applicable Overall experience conf 100%
Customer effort could not be reduced because no agent assisted the caller.
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 may be available depending on your issue. To hear more about your service options, press two. 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. Please. have your device's serial information ready. For assistance, [silence]
00:00