V2 Rubric Detail — 88d5eca0-6e94-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 23:46
Duration
15m 37s
Contact
813-459-2859
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
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+66.0)

V2 Grader Summary

The transcript is an automated IVR greeting with no live agent interaction, customer issue, or troubleshooting. All indicators except X3 are Not Applicable. X3 is rated Met because the IVR delivers necessary preliminary information efficiently without imposing unnecessary effort on the caller at this entry point.

V1 Case Analysis

Customer called; agent played only an automated greeting script, did not engage customer, no issue identified, no information collected, no support provided. Call ended without resolution or next step.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to transition from automated greeting to active support engagement.
  • No attempt was made to identify the customer's issue or collect required case fields (model, serial, contact info).
  • Call ended without offering any troubleshooting, escalation, or self-help resources, leaving the customer with no path forward.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failure to ask the customer to describe their issue after the greeting script.
  • Missing required case fields: product model, serial number, customer name, and phone number were not collected.
  • No troubleshooting, escalation, or next-step guidance was provided despite the customer remaining on the line.
  • Call was abandoned without operational closure or valid next step.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the transcript is an IVR greeting with no troubleshooting or resolution attempt.
R2 Not Applicable Diagnostic thoroughness conf 100%
No diagnostic steps or investigation was performed — the interaction is a pre-recorded message.
R3 Not Applicable Correct resolution path conf 100%
No product status was assessed and no resolution path was selected due to absence of customer interaction.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No symptoms were identified or diagnostic questions asked; no agent-led technical process occurred.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, KB articles, or evidence-based resources were used, as no live support interaction took place.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided beyond generic IVR prompts.
Communication
C1 Not Applicable Clear & professional language conf 100%
The message is automated; no agent guided the interaction or maintained call control.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer level, style, or accessibility needs occurred in an IVR system.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent assumed ownership of a case or committed to follow-up actions.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or commitments were established for a specific issue.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or maintained, as no agent interaction occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or required during the IVR message playback.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, as the call did not reach a support agent.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
The IVR script contains no personalized empathy or acknowledgment of customer frustration.
X2 Not Applicable Tone & rapport conf 100%
No tone, pace, or emotional state adaptation is possible in a static automated message.
X3 Met Overall experience conf 90%
The IVR efficiently delivers key information (warranty status, serial number request, paid support note) without requiring repetition or unnecessary steps at this stage.
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. To register your product, visit 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 please have your device 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. And for product tools and, and your device would be looked at and from us. Linksys, we thank you very much. [silence] Thank you so much, sir. Have a wonderful day.
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