V2 Rubric Detail — 7ea49ee4-6457-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-09 23:03
Duration
22m 54s
Contact
517-383-6864
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 consists solely of an automated IVR greeting with no live agent interaction, troubleshooting, or resolution attempt. As a result, all primary indicators are Not Met where applicable, and several are Not Applicable due to the absence of any meaningful engagement. The lack of agent involvement means no resolution path was pursued, leading to an Unresolved outcome.

V1 Case Analysis

Call ended during IVR; no agent interaction or issue details captured.

Troubleshooting Steps

None recorded.

Key Observations
  • The transcript contains only IVR prompts; no live agent or customer speech is present.
  • No product, warranty, or issue details were collected or discussed.
  • No troubleshooting, guidance, or resolution path was offered.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent interaction occurred; the call was abandoned before any support could be initiated.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
The call contains only a pre-recorded greeting with no interaction, troubleshooting, or resolution of any customer issue.
R2 Not Met Diagnostic thoroughness conf 100%
No diagnostic steps were taken; the agent did not engage the customer or attempt any troubleshooting.
R3 Not Met Correct resolution path conf 100%
There was no assessment of product status, warranty, or appropriate resolution path due to lack of customer interaction.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No symptoms were identified, no questions asked, and no root cause analysis performed.
T2 Not Met Appropriate tools / resources used conf 100%
No tools or resources were used, as the agent never interacted with the customer or accessed any diagnostic data.
T3 Not Met No misinformation conf 100%
No technical information or guidance was provided beyond a generic welcome message and registration URL.
Communication
C1 Not Met Clear & professional language conf 100%
The agent did not frame the interaction, set expectations, or maintain control—only a recorded message played.
C2 Not Applicable Confirmed understanding conf 95%
No two-way communication occurred, so adaptation to customer level cannot be assessed.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
No ownership was taken; the call ended without any agent action, transfer, or case initiation.
O2 Not Met Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were communicated.
O3 Not Applicable Closure confirmation conf 95%
There was no prior history or handoff, and no interaction occurred to establish continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted, as no issue was presented or discussed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
No empathy, professionalism, or patience was demonstrated—only a scripted automated message was played.
X2 Not Applicable Tone & rapport conf 95%
No conversation occurred, so adaptation to tone or emotional state is not assessable.
X3 Not Applicable Overall experience conf 95%
Customer effort cannot be evaluated because the call never progressed beyond the greeting.
Call Transcript1 turns · 2 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. 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. 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's 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. Please remain on the line for assistance. Thank you. [sound of music] [silence]
00:00