V2 Rubric Detail — f7bd7f50-6ea5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 01:50
Duration
7m 28s
Contact
Paula Schnare
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134391
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300_No internet wired and wireless.
⚠ 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 the initial greeting: 'welcome to Linksys support.' No further interaction occurred, so no behavioral indicators can be assessed. All indicators remain Not Applicable due to insufficient evidence. The interaction did not progress beyond the opening line.

V1 Case Analysis

Customer called in but no issue was captured. Agent only greeted and provided no assistance or follow-up.

Troubleshooting Steps

None recorded.

Key Observations
  • Only interaction was a single greeting at [00:00]; no further dialogue occurred.
  • No attempt to identify the customer's issue or collect required support information.
  • Call ended without any technical or procedural support being delivered.
  • No technical inaccuracies were present in the greeting.
Positive Highlights
  • Polite initial greeting at [00:00].
  • No technical inaccuracies were present.
Agent Errors / Gaps
  • Failed to ask the customer to describe their issue after the greeting.
  • Did not collect product model, serial number, or any identifying information.
  • Provided no troubleshooting, guidance, or escalation path.
  • Did not verify customer identity, contact details, or case number.
  • Abandoned call flow without achieving any operational progress.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
Only a greeting was heard; no resolution or outcome was presented.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were observed in the transcript.
R3 Not Applicable Correct resolution path conf 100%
No decision about warranty, escalation, or path was made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or symptom identification were present.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tool usage (remote session, logs, etc.) could be assessed.
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 welcome greeting; no guidance or call control was demonstrated.
C2 Not Applicable Confirmed understanding conf 100%
No communication beyond the greeting; cannot assess level-appropriate language.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions (commitments, transfers) were observed.
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 handoff context was referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or needed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism cues beyond the greeting.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or pace could be observed.
X3 Not Applicable Overall experience conf 100%
No effort-reduction actions were evident.
Call Transcript1 turns · 1 lines
Speaker 2
welcome to Linksys support.
00:00