V2 Rubric Detail — 49ce6826-614b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-06 01:59
Duration
29m 48s
Contact
269-209-6476
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
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists entirely of an automated IVR greeting with no live agent interaction. As a result, no troubleshooting, resolution, or customer service occurred. All performance indicators related to live support are Not Applicable, while core resolution and technical indicators are Not Met due to complete lack of engagement.

V1 Case Analysis

Call abandoned after automated prompts; no agent interaction or issue identification.

Troubleshooting Steps

None recorded.

Key Observations
  • No live agent joined the call—only automated system messages were played (00:00–01:00).
  • Customer did not respond to prompts, but agent never intervened to assist or re-engage.
  • Call ended without any human interaction, leaving the customer with no support path.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Agent failed to connect or respond to the customer after automated routing (00:00–01:00).
  • No attempt was made to collect product model, serial number, or warranty status.
  • No troubleshooting, guidance, or next-step communication was provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The call contains only an automated welcome message and menu options; no issue was discussed or resolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken; the interaction did not progress beyond the IVR menu.
R3 Not Met Correct resolution path conf 96%
No product status was determined, and no resolution path was selected due to lack of agent engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No symptoms were identified or diagnostic questions asked; the agent did not engage with a customer issue.
T2 Not Met Appropriate tools / resources used conf 96%
No tools or resources were used, as the call remained in the automated system without live interaction.
T3 Not Met No misinformation conf 96%
No technical information or recommendations were provided to a customer during the call.
Communication
C1 Not Applicable Clear & professional language conf 95%
No live agent interaction occurred; communication was limited to pre-recorded prompts.
C2 Not Applicable Confirmed understanding conf 95%
No agent-customer dialogue took place, so communication style cannot be assessed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
No agent assumed ownership of a case, as the call did not reach a support representative.
O2 Not Applicable Proactive follow-through conf 95%
No next steps or timelines were established because no live support interaction occurred.
O3 Not Applicable Closure confirmation conf 95%
There was no case history or handoff, as the call did not involve a live agent.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted, as no issue was presented or discussed.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed; the call remained in the automated menu system.
Customer Experience
X1 Not Applicable Customer effort minimised conf 95%
No agent demonstrated empathy or professionalism, as no live interaction took place.
X2 Not Applicable Tone & rapport conf 95%
No adaptation to customer tone or pace was possible, given the absence of live engagement.
X3 Not Applicable Overall experience conf 95%
No customer effort was reduced or increased, as the call did not progress to agent interaction.
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 now. 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 three. Press one to repeat this message. [silence] Press 8. 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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