V2 Rubric Detail — 4aabf8c4-6f4e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 21:55
Duration
18m 2s
Contact
203-241-4348
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
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript contains only an automated IVR message with no live agent interaction, customer issue, or support activity. Therefore, all behavioral indicators are Not Applicable. No escalation, troubleshooting, or resolution occurred, resulting in a classification of Partial Resolution due to lack of meaningful engagement.

V1 Case Analysis

Call ended after IVR; no agent interaction, no issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • No live agent engaged; only IVR playback.
  • No product, warranty, or issue information was collected.
  • Call terminated without any troubleshooting or resolution path.
Positive Highlights

None recorded.

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

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented or resolved; the interaction consists solely of IVR prompts.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was conducted by an agent; the call did not reach a live support representative.
R3 Not Applicable Correct resolution path conf 100%
No product status (in-warranty/out-of-warranty) was verified, and no resolution path was selected.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated; the agent never engaged with a customer to identify symptoms or root cause.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used, as no live interaction occurred.
T3 Not Applicable No misinformation conf 100%
No technical information, recommendations, or conclusions were provided.
Communication
C1 Not Applicable Clear & professional language conf 100%
Call control and interaction guidance are not applicable to an unattended IVR system.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer communication style occurred, as there was no live exchange.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent took ownership of a case; the call was fully automated.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 100%
No case history was referenced or maintained, and no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made, and no issue was presented that would warrant escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed or required.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
Empathy and professionalism could not be demonstrated in the absence of human interaction.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state was possible without live engagement.
X3 Not Applicable Overall experience conf 100%
Customer effort could not be reduced as no agent-assisted actions were performed.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your calls 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. [silence] 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, [pause] [silence] [music] press eight. [silence] Please select from the following options for in warranty products, our support team is available to help with performance and hardware issues. [silence] please have your device serial number ready. [silence] 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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