V2 Rubric Detail — 209255ec-6080-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 01:44
Duration
18m 50s
Contact
562-432-2762
Issue Type
Unknown
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 (1 hallucinated segment). 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 entirely of pre-recorded IVR prompts guiding the customer to select support options. No agent interaction, troubleshooting, or resolution occurs. All indicators are correctly rated as Not Applicable due to the absence of any live support engagement. The classification of Partial Resolution stands, though no definitive outcome is reached.

V1 Case Analysis

Call ended after automated prompts; no agent interaction or issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent engagement beyond the automated greeting.
  • No product or warranty information collected.
  • No problem category or troubleshooting performed.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to take the call and gather required information.
  • Did not follow any support protocol or provide any assistance.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 98%
The transcript contains only IVR prompts; no agent interaction or resolution attempt occurs.
R2 Not Applicable Diagnostic thoroughness conf 98%
No troubleshooting is performed by an agent; the call does not progress beyond automated menu options.
R3 Not Applicable Correct resolution path conf 98%
No support path decision is made by an agent; the customer has not yet connected to a live representative.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 97%
No diagnostic process is initiated; the interaction remains at the IVR level without symptom analysis.
T2 Not Applicable Appropriate tools / resources used conf 97%
No tools or resources are used by an agent, as no agent engagement takes place.
T3 Not Applicable No misinformation conf 97%
No technical information is provided by an agent during this IVR-only segment.
Communication
C1 Not Applicable Clear & professional language conf 97%
There is no live agent interaction to assess call control or guidance.
C2 Not Applicable Confirmed understanding conf 97%
No adaptation to customer communication style is possible without agent-customer dialogue.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 97%
No agent has taken ownership of the case; the call is still in the routing phase.
O2 Not Applicable Proactive follow-through conf 97%
No next steps or timelines are established by an agent in the transcript.
O3 Not Applicable Closure confirmation conf 97%
No case history or handoff context exists as the call has not reached a support agent.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation decision is made, and none is warranted during the IVR announcement phase.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation is executed because the call does not reach an agent.
Customer Experience
X1 Not Applicable Customer effort minimised conf 97%
Empathy and professionalism cannot be assessed without agent-customer interaction.
X2 Not Applicable Tone & rapport conf 97%
No tone adaptation or engagement adjustment is observable in the automated message.
X3 Not Applicable Overall experience conf 97%
Customer effort reduction cannot be evaluated as no agent actions are present.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warrantry 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. For paid support in your issue. To hear more about your service options, press two. 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. 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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