V2 Rubric Detail — 1bd083f2-6ea0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 01:08
Duration
19m 53s
Contact
585-331-6296
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 interaction consists solely of an automated IVR message with no live agent engagement, customer input, or issue presentation. All indicators are correctly rated as Not Applicable because no support activity occurred. The outcome remains Unresolved due to absence of any diagnostic or resolution attempt.

V1 Case Analysis

Automated menu only; no agent engagement. Call ended with no issue captured or assistance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Call was fully automated with no live agent intervention.
  • No product information, issue description, or customer identity was collected.
  • No troubleshooting, escalation path, or self-help guidance was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No live agent engaged to collect product model, serial number, or issue details.
  • Failed to establish contact or offer any form of assistance after the automated prompt.
  • No closure path, next-step, or self-help resource was communicated.
  • No attempt to verify customer identity, warranty status, or support eligibility.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
Call contains only an automated greeting; no customer issue was presented or resolved.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed.
R3 Not Applicable Correct resolution path conf 100%
No resolution path was selected because no problem was identified.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions or logical process were applied.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used; the call never progressed beyond the greeting.
T3 Not Applicable No misinformation conf 100%
No technical guidance or recommendations were given related to a customer issue.
Communication
C1 Not Applicable Clear & professional language conf 100%
No agent interaction to guide the conversation.
C2 Not Applicable Confirmed understanding conf 100%
No communication with a customer beyond the automated script.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership demonstrated; the call never reached an agent.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were set for a specific issue.
O3 Not Applicable Closure confirmation conf 100%
No case continuity could be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be observed.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or emotional state was possible.
X3 Not Applicable Overall experience conf 100%
No effort reduction actions were taken.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Links. 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 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, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, press three. 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. [silence]
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