V2 Rubric Detail — 671d5582-6e9c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 00:42
Duration
14m 29s
Contact
Pantea Vahiti
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Meah Jane Daligdig
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

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The transcript consists solely of an automated IVR greeting with no live agent interaction. Since no troubleshooting, resolution attempt, or customer engagement occurred, all primary and core indicators are rated Not Met except for E1 and E2, which are Not Applicable due to no escalation need. The outcome remains Unresolved as no progress was made.

V1 Case Analysis

Customer reached IVR only; no agent interaction, no issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • Only IVR content present; no live agent engaged.
  • No customer information (name, phone, device details) was collected.
  • No problem definition, troubleshooting, or resolution was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call contains only the automated greeting; no resolution was provided or attempted.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed by an agent; the call did not progress beyond the IVR message.
R3 Not Met Correct resolution path conf 97%
No warranty status determination or resolution path selection occurred — interaction ended before agent engagement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process initiated; agent did not identify symptoms or ask relevant questions.
T2 Not Applicable Appropriate tools / resources used conf 95%
No troubleshooting occurred, so tool use could not be assessed.
T3 Not Met No misinformation conf 96%
No technical information or recommendations were provided by an agent.
Communication
C1 Not Met Clear & professional language conf 96%
No call framing, expectations, or control demonstrated beyond the pre-recorded greeting.
C2 Not Met Confirmed understanding conf 95%
No adaptation to customer level or style was possible as no live agent interaction occurred.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
No ownership demonstrated; the call ended at the automated menu without agent intervention.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were established.
O3 Not Met Closure confirmation conf 95%
No case history referenced or maintained, as no agent took ownership of the interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made or considered, and none was warranted due to lack of agent engagement.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy, professionalism, or patience demonstrated beyond the scripted IVR message.
X2 Not Met Tone & rapport conf 95%
No adaptation to customer tone or emotional state occurred — interaction did not reach agent level.
X3 Not Met Overall experience conf 95%
Customer effort was not reduced, as no information was captured or used from prior interactions.
Call Transcript1 turns · 1 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.Links.us.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 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 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product[a�e]
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