V2 Rubric Detail — 0ea22a52-6458-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-09 23:07
Duration
30m 38s
Contact
Andrew Name
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#GI00132866
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Incorrect device received
⚠ 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

Resolution0.00/5
Technical0.00/5
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-20.0)

V2 Grader Summary

The transcript consists solely of the automated IVR greeting with no live agent interaction. As a result, no troubleshooting, resolution, or customer engagement occurred. All primary indicators are Not Met due to absence of agent action, while non-applicable indicators reflect the lack of any diagnostic or support activity.

V1 Case Analysis

Call ended after automated greeting; no issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction captured beyond the automated script.
  • No product, warranty, or issue information was obtained.
  • Call did not progress to any troubleshooting or resolution.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engagement; call never moved beyond the initial automated message.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
The transcript contains only the automated greeting; no issue was presented or resolved by an agent.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps were performed, as the call did not progress beyond the initial IVR message.
R3 Not Met Correct resolution path conf 100%
No warranty status was checked and no resolution path was selected due to lack of agent interaction.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No diagnostic questions were asked, and no symptoms were identified by an agent during the interaction.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources could be used, as no troubleshooting occurred and no agent joined the call.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided by an agent in the transcript.
Communication
C1 Not Applicable Clear & professional language conf 100%
The automated greeting does not constitute active call control or interaction management by an agent.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer communication style occurred, as no live agent interaction took place.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership actions were taken, as the call did not reach an agent.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established because no agent engaged with the customer.
O3 Not Applicable Closure confirmation conf 100%
No case history was referenced or maintained, as no agent handled the call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as no issue was reported or diagnosed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism beyond the scripted IVR can be evaluated for a live agent.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state occurred, as no agent interaction happened.
X3 Not Applicable Overall experience conf 100%
No unnecessary repetition or effort was introduced by an agent, since no agent participated.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Linksys 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. Register your product by visiting register.linksys.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 have your device serial number and contact information ready. If unavailable, call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00