V2 Rubric Detail — 1d427936-69e9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 01:08
Duration
22m 11s
Contact
323-693-9890
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 message with no live agent interaction, customer issue presentation, or support activity. As a result, all behavioral indicators are Not Applicable. No resolution or progress was possible, leading to an Unresolved outcome.

V1 Case Analysis

Customer reached automated menu only; no issue captured or resolved. Automated prompts were technically accurate but provided no actionable support.

Troubleshooting Steps

None recorded.

Key Observations
  • Only automated prompts were delivered; no live agent engagement occurred.
  • No product or warranty information was collected.
  • No troubleshooting or guidance was provided despite customer calling support.
  • Automated prompts were technically accurate per KB (correct registration URL and support path distinctions).
Positive Highlights
  • Automated prompts provided accurate information per the KB, including correct registration URL (register.linksys.com) and support path distinctions for in-warranty vs. out-of-warranty products.
Agent Errors / Gaps
  • Failure to engage with the customer and gather required case information.
  • No attempt to identify or address the customer's issue.
  • No live agent interaction despite customer calling support.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented or addressed; the transcript contains only an IVR greeting and menu options.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed by a live agent; interaction did not progress beyond automated prompts.
R3 Not Applicable Correct resolution path conf 100%
No warranty status was determined, and no resolution path was selected due to absence of agent-customer interaction.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated; no symptoms were identified or investigated.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used as no live support interaction occurred.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided by an agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent interaction to guide, control, or frame the call.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer communication style or level occurred.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent took ownership of a case or committed to resolution.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 100%
No case history was referenced or handed off, as no agent interaction occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made; no agent interaction took place.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed or communicated to a customer.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience could be demonstrated without live agent presence.
X2 Not Applicable Tone & rapport conf 100%
No tone, pace, or emotional state adaptation occurred in absence of agent.
X3 Not Applicable Overall experience conf 100%
Customer effort could not be reduced as no agent assisted or streamlined the process.
Call Transcript1 turns · 2 lines
Speaker 2
welcome to LinkSys support to ensure quality service. your call [silence] 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 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, paid 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.
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