V2 Rubric Detail — f6b54390-7eea-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:45
Duration
5m 13s
Contact
817-995-6503
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 transcript contains only an automated greeting with no live agent interaction. No customer issue was raised, no troubleshooting occurred, and no technical guidance was provided. All indicators are Not Applicable due to lack of observable agent behavior, and the outcome is classified as Partial Resolution per rubric guidance for calls with no measurable progress.

V1 Case Analysis

Customer did not state an issue; call ended after initial greeting.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never asked the customer for the device model, serial number, or description of the problem.
  • The call ended without any troubleshooting or next‑step guidance.
  • No technical advice was given, so accuracy is not an issue.
Positive Highlights
  • Polite and clear greeting.
  • Provided correct generic support URLs (support.linksys.com, linksys.com, chat support).
Agent Errors / Gaps
  • Failed to follow standard intake protocol (no model/serial collection, no issue identification).
  • Did not attempt to engage the customer or verify the reason for the call.
  • Allowed the call to end in silence without attempting to re-engage or confirm next steps.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented or addressed; the call contains only an automated greeting.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed or described.
R3 Not Applicable Correct resolution path conf 100%
No decision about warranty, escalation, or support path was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
The agent did not ask diagnostic questions or identify symptoms.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used during the call.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given.
Communication
C1 Not Applicable Clear & professional language conf 100%
The call consisted only of a standard greeting; no call control actions were observed.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to the customer's level or style could be assessed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership behaviors (e.g., taking responsibility, avoiding transfers) were demonstrated.
O2 Not Applicable Proactive follow-through conf 100%
No next‑step or timeline was set.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or hand‑off context was referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the lack of issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
Empathy or professionalism beyond the generic greeting cannot be judged.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or pace was observable.
X3 Not Applicable Overall experience conf 100%
No actions were taken that could reduce or increase customer effort.
Call Transcript1 turns · 1 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. 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 linksys.com, or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. [silence]
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