V2 Rubric Detail — 6346bf98-68fc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:54
Duration
7m 52s
Contact
573-443-9677
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
Technical5.00/5
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall100.0% (+80.0)

V2 Grader Summary

The transcript consists solely of an automated IVR message that correctly communicates warranty-based support eligibility and paid support options (T3 Met). No live agent interaction occurred, so all behavioral indicators related to agent performance are Not Applicable. Since no troubleshooting, resolution, or escalation took place, the outcome remains Partial Resolution due to accurate initial information delivery without further progress.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No agent interaction occurred; the transcript is an IVR greeting only, so no resolution or outcome could be achieved.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed by an agent during the call.
R3 Not Applicable Correct resolution path conf 100%
No resolution path was selected or discussed by a live agent.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated by an agent.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used by an agent during the interaction.
T3 Met No misinformation conf 95%
The IVR accurately states support availability for in-warranty devices and mentions paid support options for out-of-warranty devices, consistent with universal_paid_support_workflow.md.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent interaction to assess call control or framing.
C2 Not Applicable Confirmed understanding conf 100%
No agent communication occurred to evaluate adaptation to customer level or style.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent took ownership of the case as the interaction did not progress beyond IVR.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were set by an agent.
O3 Not Applicable Closure confirmation conf 100%
No case history or handoff occurred due to lack of agent involvement.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made or warranted during the IVR-only interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution took place as no agent was involved.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No agent demonstrated empathy or professionalism as no conversation occurred.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state was possible without agent engagement.
X3 Not Applicable Overall experience conf 100%
No actions were taken by an agent to reduce customer effort.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to LinkSys Support. 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 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
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