V2 Rubric Detail — 236c024a-6e9a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 00:26
Duration
29m 35s
Contact
631-254-4309
Issue Type
—
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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-20.0)

V2 Grader Summary

The transcript consists solely of IVR prompts and silence, with no agent engagement. As a result, no support actions were taken, and all behavioral indicators are correctly rated as Not Applicable. The interaction cannot be scored for resolution or communication because it never progressed to a live agent.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No agent interaction occurred; the call ended after IVR prompts without any resolution attempt.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was conducted by an agent; only automated IVR messages were played.
R3 Not Applicable Correct resolution path conf 100%
No product status or warranty determination was made, and no resolution path was selected due to lack of agent engagement.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated; customer did not speak with an agent.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used by an agent as the interaction did not progress beyond the IVR.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided by a live agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
Call control was not exercised by an agent; only pre-recorded IVR instructions were delivered.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer communication style occurred, as no two-way interaction took place.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership was demonstrated; the case was not accepted by an agent.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established due to absence of agent-customer interaction.
O3 Not Applicable Closure confirmation conf 100%
No case history was referenced or maintained, as no agent handled the call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made and none was warranted, as no issue was presented to an agent.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, as the call did not reach an agent.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be assessed, as no agent spoke with the customer.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state occurred, as no live interaction took place.
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 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. 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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