V2 Rubric Detail — 125fd240-69f1-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-17 02:05
Duration
13m 44s
Contact
385-406-0939
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

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists solely of an automated IVR greeting with no agent involvement, troubleshooting, or resolution attempt. All indicators are correctly rated as Not Applicable because no live support interaction occurred. The classification remains Unresolved due to lack of progress toward resolution.

V1 Case Analysis

Customer only heard IVR; no agent interaction or issue captured. IVR instructions were technically accurate but no support provided.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent engagement occurred at any point in the call.
  • IVR instructions were technically accurate per the KB.
  • No issue, product, or warranty information was collected.
  • Call ended without providing the customer any path forward.
Positive Highlights
  • IVR instructions were technically accurate per the KB.
Agent Errors / Gaps
  • No agent joined the call — complete failure to provide live support.
  • No attempt to transfer the customer to a live representative despite IVR prompts offering assistance.
  • Call ended without any human interaction, leaving the customer with no actionable outcome.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 98%
The transcript contains only an IVR greeting; no resolution or outcome was attempted or achieved.
R2 Not Applicable Diagnostic thoroughness conf 98%
No troubleshooting steps were taken by an agent; the interaction is fully automated at this stage.
R3 Not Applicable Correct resolution path conf 97%
No agent interaction occurred to assess resolution path selection based on product status.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 97%
No diagnostic process was initiated; the call is in pre-agent IVR menu navigation.
T2 Not Applicable Appropriate tools / resources used conf 96%
No tools were used or required during the IVR self-service prompt phase.
T3 Not Applicable No misinformation conf 96%
The IVR provides general support information but no specific technical guidance.
Communication
C1 Not Applicable Clear & professional language conf 95%
Call control is automated; no live agent interaction to evaluate framing or transitions.
C2 Not Applicable Confirmed understanding conf 95%
No adaptive communication with a customer is present in the IVR message.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
No agent has taken ownership of the case; the customer has not yet connected to support.
O2 Not Applicable Proactive follow-through conf 95%
No next steps beyond 'have your serial number ready' are defined, and no agent commitment was made.
O3 Not Applicable Closure confirmation conf 95%
There is no case history or handoff context in the initial IVR greeting.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation decision was made, nor was one warranted at this pre-contact stage.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred, and none was expected during the IVR menu playback.
Customer Experience
X1 Not Applicable Customer effort minimised conf 96%
Empathy and professionalism cannot be assessed without human-to-human interaction.
X2 Not Applicable Tone & rapport conf 96%
No adaptation to customer tone or emotional state is possible in a pre-recorded message.
X3 Not Applicable Overall experience conf 96%
Customer effort reduction cannot be evaluated during an automated menu with no agent action.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored and recorded. 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, 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.
00:00