V2 Rubric Detail — 06109b90-6137-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 23:33
Duration
27m 1s
Contact
234-525-6677
Issue Type
—
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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-20.0)

V2 Grader Summary

The transcript consists solely of the IVR greeting and menu options with no live agent interaction. As a result, no troubleshooting, resolution, or customer service behaviors were demonstrated. All indicators are correctly rated as Not Applicable, and the outcome remains Unresolved due to zero progress toward resolution.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No agent interaction occurred; the transcript ends with IVR prompts before any live support.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was initiated by an agent; call remained in automated menu system.
R3 Not Applicable Correct resolution path conf 100%
No product status, warranty check, or resolution path was assessed by a live agent.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was started; no symptoms were identified or explored.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used as the call did not reach an agent.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided by an agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live interaction to demonstrate call control or guidance.
C2 Not Applicable Confirmed understanding conf 100%
No communication adaptation could occur without agent-customer dialogue.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent took ownership of the case; call did not progress beyond IVR.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established due to lack of agent engagement.
O3 Not Applicable Closure confirmation conf 100%
No case history or handoff occurred as no agent joined the call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or required during the IVR-only interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed because no agent handled the call.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be demonstrated without agent presence.
X2 Not Applicable Tone & rapport conf 100%
No tone or pace adaptation was possible in the absence of live interaction.
X3 Not Applicable Overall experience conf 100%
Customer effort could not be reduced beyond IVR instructions without agent support.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to [silence] Linksys support. to [silence] she ensure quality service, your call may be monitored. for in warranty products, [silence] 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 1 now. for out of warranty products, paid support [silence] may be available depending on your issue. To hear more about your service options, press 2. 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 [silence] may be available depending on your issue. To hear more about your service options, press 2. 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. 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.
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