V2 Rubric Detail — 1c5e9930-66c1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 00:45
Duration
28m 52s
Contact
570-343-9782
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
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
Communication2.00/5
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 entirely of IVR menu prompts with no agent interaction, troubleshooting, or resolution path initiated. All indicators are correctly rated as Not Applicable because no live support occurred. The classification of Partial Resolution stands, as the system provided self-service options but no outcome was achieved.

V1 Case Analysis

Customer reached IVR menu only; no agent engagement, no issue captured, call ended without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • No live agent interaction occurred during the call.
  • No product model, serial number, or warranty status was collected or discussed.
  • No troubleshooting, resolution, or next-step guidance was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent was present to engage with the customer or address their potential issue.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
The transcript contains only IVR menu prompts; no agent interaction or resolution attempt occurs.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting is conducted by an agent; the call does not progress beyond automated options.
R3 Not Applicable Correct resolution path conf 100%
No agent is present to select a resolution path based on warranty or product status.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process is initiated; the interaction remains at the IVR level.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources are used by an agent, as no live support engagement occurs.
T3 Not Applicable No misinformation conf 100%
No technical information is provided or assessed in the IVR script.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent guides the interaction; only pre-recorded prompts are delivered.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer communication style is possible without agent involvement.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership can be demonstrated by an agent who never joins the call.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines are established beyond menu navigation instructions.
O3 Not Applicable Closure confirmation conf 100%
No case history or handoff context exists in an uninitiated support session.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurs and none is warranted during the IVR phase of the call.
E2 Not Applicable Escalation prep & handoff conf 100%
Escalation execution cannot be evaluated as no escalation takes place.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
Empathy and professionalism cannot be demonstrated by an automated system.
X2 Not Applicable Tone & rapport conf 100%
No real-time adaptation to customer tone or emotional state occurs in IVR.
X3 Not Applicable Overall experience conf 100%
Customer effort reduction requires agent action, which is absent in this transcript.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Linksys support. There are two main options available. For in warranty products, our support team is available to help with performance and hardware issues. To register your product, please visit register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, we offer fee based support for most questions. For more information, press two. To return to the main menu at any time, press 0. To repeat these options, press *. 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 seven 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 2. To hear these options again, press 8. Please remain on the line for assistance.
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