V2 Rubric Detail — 0fbf91b0-71cb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 01:53
Duration
16m 33s
Contact
740-595-4140
Issue Type
General Inquiry
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
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists entirely of automated IVR prompts with no live agent interaction, troubleshooting, or resolution attempt. As a result, all primary indicators related to resolution, technical accuracy, ownership, and customer experience are Not Met, while tool-based and communication-specific indicators are Not Applicable due to lack of engagement. This results in an Unresolved outcome.

V1 Case Analysis

Customer did not respond beyond automated menu; no issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred; only automated prompts were heard.
  • No product, warranty, or contact information was gathered.
  • Call ended with silence, providing no path to resolution.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engaged the customer; failure to collect required information and provide assistance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call contains only automated prompts; no resolution or outcome was provided.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; the transcript shows only repeated menu prompts.
R3 Not Met Correct resolution path conf 96%
No resolution path (RMA, escalation, best-effort help) was selected or explained.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions or logical process were applied.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools or resources could be evaluated because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 90%
The agent did not provide any technical information or recommendations.
Communication
C1 Not Met Clear & professional language conf 95%
There was no agent guidance, framing, or control of the interaction beyond the automated script.
C2 Not Applicable Confirmed understanding conf 90%
No personalized communication occurred; only generic prompts were played.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
The agent never took ownership; the call never progressed beyond the menu.
O2 Not Met Proactive follow-through conf 95%
No next steps or timelines were set for the customer.
O3 Not Applicable Closure confirmation conf 85%
This appears to be a first contact; no prior case history was referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was made and none was warranted given no issue was identified.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy, professionalism, or patience was demonstrated; only a robotic script was heard.
X2 Not Applicable Tone & rapport conf 85%
No interaction with the customer’s tone or emotional state took place.
X3 Not Met Overall experience conf 94%
The script forced the customer to repeat selections without any effort-reducing actions.
Call Transcript1 turns · 2 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 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. 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, [silence] Please pot eight. 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 one now. For out of warranty products, page support may be available, depending on your issue. To hear more about your service options, press two. To hear these options again, press eight. Please remain on the line for assistance. [silence]
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