V2 Rubric Detail — 60068178-6515-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 21:43
Duration
9m 22s
Contact
914-693-6888
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 (1 hallucinated segment). 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 menu with no live agent interaction, troubleshooting, or resolution attempt. As no actual support was delivered, all technical and customer service indicators are either Not Met or Not Applicable. The interaction resulted in no progress toward resolving any customer issue.

V1 Case Analysis

Call remained in automated IVR loop; no agent engagement, no issue captured, no support provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Entire transcript consists of automated IVR prompts; no live agent participation at any point.
  • No transfer to live support occurred despite customer remaining on the line.
  • System failed to respond to customer presence and ultimately threatened disconnection without assistance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engaged the customer at any point during the call.
  • Failed to collect any product, issue, or contact information due to lack of agent involvement.
  • No attempt to transfer, troubleshoot, or provide any form of support.
  • System design or routing failure left customer in loop without resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Call contains only automated prompts, no issue was resolved or outcome achieved.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed; the transcript is just a pre-recorded menu.
R3 Not Met Correct resolution path conf 96%
No assessment of warranty, product status, or appropriate resolution path was made.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions or logical process were applied.
T2 Not Met Appropriate tools / resources used conf 96%
No tools, resources, or evidence were used; the agent never engaged.
T3 Not Met No misinformation conf 95%
No technical information or recommendations were provided to the customer.
Communication
C1 Not Applicable Clear & professional language conf 99%
There was no live agent interaction to assess call control or framing.
C2 Not Applicable Confirmed understanding conf 99%
No communication with a customer occurred beyond the automated script.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 99%
Ownership cannot be judged because no agent took responsibility for a case.
O2 Not Applicable Proactive follow-through conf 99%
No next steps or timelines were set for a real issue.
O3 Not Applicable Closure confirmation conf 99%
No case continuity was possible; no prior history was referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was made and none was warranted given the lack of a customer issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Applicable Customer effort minimised conf 99%
No empathy or professionalism could be observed; the script contains no human interaction.
X2 Not Applicable Tone & rapport conf 99%
No adaptation to tone or emotional state was possible.
X3 Not Applicable Overall experience conf 99%
No effort reduction actions were taken; the call never progressed beyond the menu.
Call Transcript1 turns · 3 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. [silence] 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. press, eight. 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. [silence] Please remain on the line for assistance. [silence] If I fail to respond in ten seconds, I'll have to drop the call.
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