V2 Rubric Detail — 54374398-7413-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 23:36
Duration
6m 12s
Contact
Rose Martinez
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joseph Mycko Balindres
HappyFox Case
#LTS00090465
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: wants to have the 2.4 and 5GHz
⚠ 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
Communication2.00/5
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 contains only an automated IVR greeting and menu options; no agent engaged the customer, performed troubleshooting, offered a resolution, or set next steps. Consequently, all primary performance indicators are Not Met or Not Applicable, leading to an Unresolved outcome.

V1 Case Analysis

IVR-only call — no agent engagement, no issue identified, no troubleshooting performed. IVR prompts were technically accurate per KB.

Troubleshooting Steps

None recorded.

Key Observations
  • Entire call consisted of IVR prompts with no live agent or customer speech beyond system playback.
  • IVR prompts accurately reflected Linksys support protocol for warranty and paid-support options.
  • No device information was collected, and no issue was identified or addressed.
  • Call ended in silence after IVR loop, indicating system abandonment without resolution.
Positive Highlights
  • IVR prompts were technically accurate and aligned with Linksys KB guidance on warranty and support paths.
Agent Errors / Gaps
  • No live agent engagement — customer was left in IVR loop without path to human support.
  • No attempt to identify customer issue or collect required device information.
  • No troubleshooting or resolution path initiated despite IVR prompts.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
The transcript contains only an automated IVR menu with no agent engagement or resolution provided to the customer.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps or diagnostic questions were asked; the transcript contains only automated prompts.
R3 Not Met Correct resolution path conf 100%
The agent never determined warranty status or selected a resolution path; only generic IVR options were presented.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No logical diagnostic process was applied; the transcript shows no symptom identification or questioning.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources could be evaluated because no troubleshooting took place.
T3 Not Applicable No misinformation conf 100%
No technical recommendations or information were given to the customer.
Communication
C1 Not Applicable Clear & professional language conf 100%
There was no agent‑customer interaction to assess call guidance or control.
C2 Not Applicable Confirmed understanding conf 100%
No communication style or level‑adjustment could be observed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
Ownership cannot be judged because no agent took responsibility for a case.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were set.
O3 Not Applicable Closure confirmation conf 100%
No case continuity or handoff was possible.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the lack of a customer issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be observed in the IVR script.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or pace was possible.
X3 Not Applicable Overall experience conf 100%
No effort‑reduction actions were taken.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to LynxSyst support. To ensure quality service, your call may be monitored. For in war support team is available to help with performance and hardware issues. Brer device Serial number ready. For assistance, press one now. For out of war 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 war 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 war products, paid support may be available depending on your issue. To hear more about your service options press two. To hear these options again, 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. [silence]
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