V2 Rubric Detail — f59487c8-66cb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 02:02
Duration
6m 17s
Contact
941-278-3574
Issue Type
Unknown
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
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp5.00/5
Overall19.4% (-16.6)

V2 Grader Summary

The customer did not respond after the agent’s greeting, preventing any troubleshooting, diagnosis, or resolution. All technical and resolution indicators are Not Met due to lack of interaction. The agent demonstrated empathy and set a minimal expectation before disconnect, earning Met on X1 and Partially Met on C1. No escalation was needed or possible. The outcome is Unresolved due to no progress toward resolution.

V1 Case Analysis

Customer did not respond; call ended without issue identification or resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • No customer interaction after the initial greeting.
  • Agent did not collect any required case information (model, serial, warranty).
  • No troubleshooting or guidance was provided.
Positive Highlights
  • Agent used a polite greeting and clearly announced the intent to disconnect after silence.
Agent Errors / Gaps
  • Failed to verify customer presence before proceeding.
  • Did not collect product model, serial number, or warranty status.
  • Did not attempt any diagnostic steps or offer self‑help resources.
  • Call ended without a clear closure path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No issue was identified or resolved; the call ended without any resolution path being executed.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were attempted due to lack of customer response.
R3 Not Met Correct resolution path conf 97%
No warranty status check or resolution path selection occurred due to no interaction.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify symptoms or ask diagnostic questions; no root cause analysis possible.
T2 Not Met Appropriate tools / resources used conf 97%
No tools or resources were used because no troubleshooting took place.
T3 Not Met No misinformation conf 98%
No technical information, recommendations, or conclusions were provided.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent set a brief expectation about waiting and possible disconnect: 'I'll wait on the line for a minute... I have to disconnect this call.'
C2 Not Applicable Confirmed understanding conf 95%
No meaningful exchange occurred to assess adaptation to customer's level or style.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of an issue because no issue was presented or acknowledged.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff occurred; first contact with no continuity required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was made and none was warranted due to absence of a diagnosable issue.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent demonstrated empathy and professionalism: 'I'm so sorry...' after silence, showing patience and courtesy.
X2 Not Applicable Tone & rapport conf 95%
No customer engagement occurred beyond greeting; no tone adaptation could be assessed.
X3 Not Applicable Overall experience conf 95%
No actions were taken that would increase or reduce customer effort.
Call Transcript1 turns · 3 lines
Speaker 2
Welcome to Lynx Sys Support. To ensure quality service, your call may be monitored. For in warranty of products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynxs.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 select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To learn more about your service options, press two. Press 8. Please select from the following options. For In-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options press 2. To hear these options again, press 8. Please remain on the line for assistance. [silence] helping you. Hello. Thank you for calling Linksys. This is Effie. How can I help you? Hello? Ma'am, sorry. I'm so sorry, but I hear no response from your end. I'll wait on the line for a minute. If I can't hear from you, I'm afraid I have to disconnect this call. [silence]
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