V2 Rubric Detail — 5fa978c8-65f3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 00:12
Duration
16m 1s
Contact
516-868-9832
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
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The transcript is entirely composed of an automated IVR menu with no live agent interaction, troubleshooting, or customer engagement. As such, all resolution, technical, communication, ownership, and experience indicators are Not Met. Escalation Judgment is Not Applicable due to the absence of any actual support case. The outcome remains Unresolved, consistent with the initial assessment.

V1 Case Analysis

Customer called but no issue was identified; call ended without troubleshooting or resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • No customer issue was captured; only repetitive automated prompts were heard.
  • Agent did not collect any product or warranty information.
  • No troubleshooting, guidance, or resolution was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to identify or confirm the customer's problem.
  • Did not collect required product model/serial or warranty status.
  • Provided no troubleshooting steps or next‑step guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
The transcript contains only an IVR greeting with no agent interaction or resolution of any customer issue.
R2 Not Met Diagnostic thoroughness conf 99%
No troubleshooting steps were taken; the call never progressed beyond automated menu prompts.
R3 Not Met Correct resolution path conf 98%
No resolution path was selected or offered; the system did not assess warranty status or guide toward appropriate support options.
Technical Accuracy
T1 Not Met Technically accurate info conf 99%
No symptoms were identified, no diagnostic questions asked, and no root cause determination attempted.
T2 Not Met Appropriate tools / resources used conf 98%
No tools or resources were used to diagnose or resolve an issue, as no actual support interaction occurred.
T3 Not Met No misinformation conf 98%
No technical information, recommendations, or conclusions were provided to a customer.
Communication
C1 Not Met Clear & professional language conf 98%
The interaction consists solely of a looping IVR script with no active call control or framing of a support session.
C2 Not Met Confirmed understanding conf 98%
No adaptation to customer level or needs is possible in a pre-recorded menu system.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
No ownership was demonstrated; the call did not reach a point where an agent could take responsibility.
O2 Not Met Proactive follow-through conf 98%
No next steps, timelines, or follow-up commitments were communicated.
O3 Not Applicable Closure confirmation conf 97%
There is no prior case history or handoff context in this pre-call IVR system.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation was made and none was warranted because no customer issue was presented or assessed.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 99%
The IVR script includes no empathetic language, apology, or acknowledgment of customer frustration.
X2 Not Met Tone & rapport conf 99%
No adjustment to tone, pace, or emotional state is possible in a static automated system.
X3 Not Met Overall experience conf 99%
The system forces the caller to listen to repeated prompts without offering a way to bypass or reduce effort.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Lynx's 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.lynksupport.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 8. 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 8. Please remain on the line for assistance with your support question. Please remain on the line for assistance with your support question. Please remain on the line for assistance with your support question. Please remain on the line for assistance with your support question. Please remain on the line for assistance with your support question.
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