V2 Rubric Detail — 00383f94-65f5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 00:23
Duration
24m 8s
Contact
815-406-2484
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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-27.7)

V2 Grader Summary

The transcript is a pre-recorded IVR menu with no live agent interaction. No troubleshooting, ownership, resolution, or customer adaptation occurred. The only technically accurate element was the correct registration URL. This results in an Unresolved outcome due to complete lack of engagement.

V1 Case Analysis

Customer received only automated prompts; no issue captured, no assistance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction; only automated menu playback.
  • No product or warranty information collected.
  • No problem identification or troubleshooting performed.
  • Call ended without any clear next steps or escalation.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Agent never engaged the customer; failed to follow basic support protocol.
  • No collection of required case details (model, serial, warranty).
  • No attempt to identify or resolve the customer's issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
The call consists only of a pre-recorded menu; no resolution, RMA, escalation, or educational outcome was delivered to the customer.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps were taken; the interaction is entirely automated with no diagnostic questions or investigation.
R3 Not Met Correct resolution path conf 100%
No resolution path was selected by an agent — warranty status was not confirmed, and no best-effort support or escalation was initiated.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No symptoms were identified, no questions asked, and no root cause determined — the script does not engage in diagnosis.
T2 Not Met Appropriate tools / resources used conf 100%
No tools were used by an agent; the automated system did not access dashboards, perform tests, or interpret evidence.
T3 Met No misinformation conf 98%
The instruction to register at 'register.linksys.com' is factually correct and consistent with Linksys policy.
Communication
C1 Not Met Clear & professional language conf 100%
There was no live agent to frame the interaction, maintain control, or guide the customer through a process.
C2 Not Met Confirmed understanding conf 99%
The message used one-size-fits-all language without adapting to customer level, style, or accessibility needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
No ownership was demonstrated; the system did not take responsibility for resolving the customer’s issue.
O2 Not Met Proactive follow-through conf 99%
No clear next steps were provided beyond pressing a number; no timelines or follow-up commitments were made.
O3 Not Met Closure confirmation conf 98%
No prior history was referenced, and there was no handoff context since no agent interaction occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted in this automated menu-only interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
The script included no empathetic statements, acknowledgment of frustration, or professional rapport-building.
X2 Not Met Tone & rapport conf 99%
The automated message did not adapt to the customer's tone, pace, or emotional state.
X3 Not Met Overall experience conf 99%
The customer was left to navigate a menu without assistance, creating unnecessary effort with no reduction in friction.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to LynxSys 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. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready. For assistance, press 1 now. [silence] For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. [silence] Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. [silence] Please have your device serial number ready. For assistance, press 1 now. [silence] For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. [silence] To hear these options again. Press 8.Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues.
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