V2 Rubric Detail — 757ebba0-6142-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-06 00:55
Duration
15m 10s
Contact
#NAME?
Issue Type
General Inquiry
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
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
Communication2.00/5
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 solely of an automated welcome message with no live agent interaction or customer engagement. As a result, no troubleshooting, resolution, or communication could occur, leading to all applicable indicators being rated Not Met and the remainder Not Applicable. The outcome remains Unresolved due to complete lack of service delivery.

V1 Case Analysis

Customer reached IVR only; no issue captured, no product details provided, and no resolution offered.

Troubleshooting Steps

None recorded.

Key Observations
  • Only an automated greeting was delivered; no agent interaction occurred.
  • No product, serial number, or warranty information was obtained.
  • The script referenced paid‑support for out‑of‑warranty cases but did not engage the customer.
Positive Highlights
  • Provided the correct registration URL (register.links.is.com) for customers to pre‑register their devices.
Agent Errors / Gaps
  • No agent engaged the caller; the call never progressed beyond the IVR.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
No customer issue was presented or resolved; the call contains only an automated greeting with no interaction.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps, diagnostic questions, or investigation into a customer issue occurred.
R3 Not Met Correct resolution path conf 100%
The agent did not determine warranty status or select any resolution path because no customer contact was established.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No symptoms were identified, no diagnostic questions asked, and no root cause analysis attempted.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used because no troubleshooting or customer interaction took place.
T3 Not Met No misinformation conf 100%
No technical guidance, recommendations, or conclusions were provided to a customer.
Communication
C1 Not Applicable Clear & professional language conf 100%
Only an automated message played; no live agent interaction or call control demonstrated.
C2 Not Applicable Confirmed understanding conf 100%
No communication with a customer occurred beyond the pre-recorded greeting.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No customer issue was raised, so ownership of a case could not be demonstrated.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or continuity to maintain due to absence of customer interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made or warranted, as no customer issue was presented.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution to evaluate; no customer interaction occurred.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience could be demonstrated without live interaction.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone, pace, or emotional state was possible.
X3 Not Applicable Overall experience conf 100%
No customer effort was reduced or increased because no issue was addressed.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to links is 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.is.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, 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. [silence]
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