V2 Rubric Detail — 5a6789a0-6354-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:08
Duration
9m 9s
Contact
480-699-8299
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

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

V2 Grader Summary

The transcript consists solely of an automated IVR greeting with no live agent interaction. As a result, none of the behavioral indicators can be assessed, and all are correctly rated as Not Applicable. The customer's issue remains unaddressed, resulting in an Unresolved outcome.

V1 Case Analysis

Call disconnected after automated IVR menu; no agent interaction or issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • Call never reached a live agent; only automated IVR prompts were heard (00:00–01:00).
  • No product, warranty, or issue information was collected.
  • No technical advice or troubleshooting was provided.
  • IVR menu correctly referenced in-warranty/out-of-warranty paths and registration (register.ecg.com), aligning with KB guidance.
Positive Highlights
  • IVR menu content was technically accurate per KB (e.g., in-warranty/out-of-warranty paths, registration reference).
Agent Errors / Gaps
  • No live agent interaction occurred; call failed to connect to a technician (01:00).
  • No handoff from IVR to agent was completed, resulting in zero customer support delivery.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No agent interaction occurred; only an IVR greeting was played.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was performed by a live agent.
R3 Not Applicable Correct resolution path conf 100%
No product status or resolution path was assessed by an agent.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process initiated by an agent.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used by an agent during the call.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided by an agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
Call was automated; no live agent guided the interaction.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer communication style occurred.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent took ownership of the case.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were communicated by an agent.
O3 Not Applicable Closure confirmation conf 100%
No case history or handoff context was managed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made by an agent.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed or communicated.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism demonstrated by a live agent.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state observed.
X3 Not Applicable Overall experience conf 100%
Customer effort could not be reduced as no agent interaction occurred.
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.ecg.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. 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. For in warranty products, our support team is available to help with performance and hardware issues. Please have your 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 while we connect you to a customer service technician,
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