V2 Rubric Detail — 948ac196-6454-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:43
Duration
26m 20s
Contact
203-402-4078
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.
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect technical information: IVR provided 'support.links.com' instead of 'support.linksys.com'. This is a critical failure under rubric item F (Non-Adherence to Documentation) as it prevents the customer from accessing legitimate support resources. The error is not an ASR artifact — it is in the script itself.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

ResolutionN/A
Technical0.00/5
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-26.0)

V2 Grader Summary

The transcript consists solely of an IVR menu with no live agent interaction, making most indicators Not Applicable. However, the IVR script contains a materially incorrect support URL ('support.links.com'), which is a critical technical inaccuracy. This constitutes a confirmed agent-side error in the support delivery system, triggering auto-zero under the rubric. No resolution occurred, and the customer was misdirected, resulting in an Unresolved outcome.

V1 Case Analysis

Automated IVR message only; no agent interaction, no issue captured, no troubleshooting performed. Incorrect URL ('support.links.com') provided in final message.

Troubleshooting Steps

None recorded.

Key Observations
  • No live agent engaged — entire transcript consists of automated IVR prompts (00:00–26:00).
  • No product, warranty, or customer information was collected.
  • No troubleshooting or resolution attempt was made.
  • Final automated message contains a materially incorrect URL: 'support.links.com' instead of 'support.linksys.com.' This contradicts the KB and could mislead the customer.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Absence of any agent interaction or assistance; failure to gather required case information.
  • Critical accuracy failure: automated message provided incorrect URL ('support.links.com'), which is not a valid Linksys domain per the KB.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the transcript is an IVR menu with no live interaction.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting occurred — only automated prompts were played.
R3 Not Applicable Correct resolution path conf 100%
No product or warranty status was assessed by an agent.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was initiated; no symptoms were identified.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools were used, as no troubleshooting took place.
T3 Not Met No misinformation conf 98%
IVR stated 'support.links.com' — a non-existent domain; correct URL is support.linksys.com.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent interaction occurred to guide the call.
C2 Not Applicable Confirmed understanding conf 100%
No adaptive communication with a customer took place.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No case ownership could be demonstrated without agent engagement.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were set for a specific support issue.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced, nor was there a handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or required in the IVR flow.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed; no agent interaction occurred.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be assessed without a live agent.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state was possible.
X3 Not Applicable Overall experience conf 100%
No customer effort was reduced or increased — no interaction occurred.
Call Transcript1 turns · 3 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 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. [ Silas ] Please select from the following options. [ Pause ] 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, paid support may be available depending on your issue. To hear more about your service options, press 2. 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 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. or you may visit support.links.com, we have links is AI Agent for free available per per or you may visit our YouTube channel, just search for links.com, we have video tutorials available and that is for free. Thank you so once again for calling.
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