V2 Rubric Detail — 3cff6b96-6f4b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 21:33
Duration
19m 16s
Contact
707-461-3978
Issue Type
General Inquiry
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
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-32.0)

V2 Grader Summary

The transcript consists solely of an automated IVR system delivering a greeting and support options with no live agent interaction. As such, no technical support behaviors were demonstrated, and all indicators are correctly rated as Not Applicable. The classification of 'Partial Resolution' in the initial assessment is inconsistent with the lack of any resolution attempt; however, since no agent interaction occurred, the outcome remains appropriately non-scoring.

V1 Case Analysis

Customer did not reach an agent; call ended during IVR.

Troubleshooting Steps

None recorded.

Key Observations
  • Call terminated before any agent interaction.
  • No product, warranty, or issue information was gathered.
  • No troubleshooting or guidance was delivered.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engagement; the call never progressed beyond IVR.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
Call contains only an automated greeting and menu prompts; no resolution or outcome is presented.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps are performed or documented in the transcript.
R3 Not Applicable Correct resolution path conf 100%
No decision about warranty, escalation, or support path is made.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
The transcript shows no diagnostic questioning or symptom identification.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence are used or referenced.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations are provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
There is no human agent interaction to guide the call.
C2 Not Applicable Confirmed understanding conf 100%
No communication with a customer occurs beyond the automated script.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
Ownership cannot be assessed because no agent takes responsibility.
O2 Not Applicable Proactive follow-through conf 100%
No next‑step or timeline is set for the customer.
O3 Not Applicable Closure confirmation conf 100%
No case history or hand‑off is referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision is made or needed in the transcript.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation is executed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism is demonstrated by a human agent.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or emotional state is observable.
X3 Not Applicable Overall experience conf 100%
No effort reduction actions are taken.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Linksys support, your trusted partner for seamless networking. We applaud you for choosing Linksys, the leading brand for high-quality router solutions. To ensure quality service, your call may be monitored for training purposes. If there is no service, please visit our website, Linkssys.com/siteavailability, for updates. 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. 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 3 now. [beep] 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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