V2 Rubric Detail — 37d4eee4-7409-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 22:23
Duration
19m 35s
Contact
856-793-5819
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
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-34.0)

V2 Grader Summary

The transcript contains only the automated IVR greeting and menu prompts; no agent interaction, troubleshooting, or resolution steps occurred. Consequently, all primary support indicators are Not Met or Not Applicable, leading to an Unresolved outcome.

V1 Case Analysis

Customer did not respond after automated prompts; call ended without any troubleshooting or information collected.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction after the automated greeting.
  • No product or warranty information was collected.
  • Call ended with silence; no resolution path was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Call ends with IVR prompts only; no issue resolved or outcome achieved.
R2 Not Met Diagnostic thoroughness conf 99%
No diagnostic questions or troubleshooting steps were performed.
R3 Not Met Correct resolution path conf 99%
Agent never selected a resolution path; only generic IVR information was given.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 98%
No symptom identification or logical diagnostic process was observed.
T2 Not Applicable Appropriate tools / resources used conf 97%
No tools or resources were used because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 97%
No technical recommendations or conclusions were provided beyond generic IVR messaging.
Communication
C1 Not Applicable Clear & professional language conf 96%
No agent interaction to guide the conversation; only IVR playback.
C2 Not Applicable Confirmed understanding conf 96%
No communication with a customer beyond the automated script.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 96%
No ownership demonstrated; no agent took responsibility for a case.
O2 Not Applicable Proactive follow-through conf 96%
No next steps or timelines were set.
O3 Not Applicable Closure confirmation conf 96%
No case continuity or hand‑off was possible.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation was made nor was one warranted in the transcript.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation execution to evaluate.
Customer Experience
X1 Not Applicable Customer effort minimised conf 96%
No empathy or professionalism displayed because no human agent spoke.
X2 Not Applicable Tone & rapport conf 96%
No adaptation to tone or engagement observed.
X3 Not Applicable Overall experience conf 96%
No actions taken to reduce customer effort.
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 able 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 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. Please select from the following options. For in-warranty products, our support team is able to help with performance and hardware issues. Please have your device serial number ready. And 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. [ silence ] 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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