V2 Rubric Detail — 268f07f4-7405-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 21:54
Duration
15m 41s
Contact
856-667-7191
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Meets / Exceeds

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
Technical5.00/5
CommunicationN/A
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+64.0)

V2 Grader Summary

The interaction consists solely of an automated IVR greeting. Technical claims regarding product registration and the availability of paid support for out-of-warranty devices are accurate and consistent with the provided KB. No live agent interaction occurred, rendering most behavioral indicators Not Applicable.

V1 Case Analysis

Call ended after automated prompts; no agent interaction, issue identification, or support provided.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred; the call remained entirely within the automated IVR system.
  • No customer issue was captured or addressed.
  • No product, warranty, or contact information was collected.
  • Call ended without any troubleshooting, escalation, or self-help guidance being provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Agent never engaged the customer; no data collection or assistance was provided.
  • No attempt was made to identify the customer's issue or provide any form of support.
  • Call was abandoned at the automated menu without transferring to a live agent.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 98%
No customer issue was presented; the interaction is limited to an automated greeting and menu options.
R2 Not Applicable Diagnostic thoroughness conf 98%
The call contains only a pre-recorded IVR menu; no troubleshooting or diagnostic steps were initiated.
R3 Not Applicable Correct resolution path conf 98%
No product or warranty status was assessed by an agent; the system provided general information only.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 98%
No diagnostic process was conducted; the interaction is fully automated with no agent-led inquiry.
T2 Not Applicable Appropriate tools / resources used conf 98%
No tools were used or required in this automated menu segment.
T3 Met No misinformation conf 95%
The system correctly directed the customer to register.linksys.com and advised having the serial number ready, and correctly noted that paid support may be available for out-of-warranty products (consistent with universal_paid_support_workflow.md).
Communication
C1 Not Applicable Clear & professional language conf 98%
No live agent interaction occurred; call control was managed by an automated system.
C2 Not Applicable Confirmed understanding conf 98%
No customer dialogue or adaptation to customer level occurred; only standardized prompts were delivered.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 98%
No ownership actions were possible or relevant in this pre-agent IVR stage.
O2 Met Proactive follow-through conf 88%
Clear next steps were provided: 'press 1 now' for in-warranty support or 'press 2' for out-of-warranty options.
O3 Not Applicable Closure confirmation conf 98%
No prior case history or handoff context exists in this initial contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was offered or required in this IVR-only segment, and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, and the category is excluded per rubric rules when no escalation is warranted.
Customer Experience
X1 Not Applicable Customer effort minimised conf 98%
No empathy or professionalism cues were applicable in a fully automated message.
X2 Not Applicable Tone & rapport conf 98%
No customer tone or emotional state was present to adapt to.
X3 Met Overall experience conf 85%
The customer was given a simple, low-effort path forward (press 1 or 2), minimizing friction at entry point.
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. What? 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 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.
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