V2 Rubric Detail — a01b300a-770e-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-03 18:40
Duration
5m 26s
Contact
201-795-3773
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
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

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists solely of automated IVR prompts with no live agent interaction. As such, none of the 16 behavioral indicators can be assessed, and all remain Not Applicable. The absence of agent engagement means no resolution path was attempted, but this does not constitute a critical failure under the auto-zero criteria, as abandonment (A) requires an agent-initiated disconnection after contact. The classification of Partial Resolution stands due to lack of observable outcome.

V1 Case Analysis

Call ended after automated prompts; no agent engagement, no issue captured, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Entire transcript consists of automated IVR prompts; no live agent interaction detected.
  • No customer input was captured; caller did not press any options or speak.
  • IVR correctly referenced support options and registration URL (register.Linksy.com), but no technical guidance was provided.
  • No product, warranty, or issue information was gathered or processed.
  • No troubleshooting, guidance, or resolution path was provided.
Positive Highlights
  • ACCURACY score is 5 because no technical advice was given — the automated prompts contain no factual errors about support options or URLs mentioned.
Agent Errors / Gaps
  • No agent engagement captured; call never progressed beyond pre-recorded messages.
  • System failed to route caller to a live representative despite prompts indicating support is available.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 95%
Call transcript contains only IVR prompts; no agent interaction or resolution attempt observed.
R2 Not Applicable Diagnostic thoroughness conf 95%
No troubleshooting steps were presented in the transcript.
R3 Not Applicable Correct resolution path conf 95%
Agent did not assess warranty status or choose a resolution path.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questioning or symptom identification occurred; only automated IVR prompts were played.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used because the call never progressed beyond the IVR.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given by an agent.
Communication
C1 Not Applicable Clear & professional language conf 95%
No call control or framing was demonstrated; only automated prompts were heard.
C2 Not Applicable Confirmed understanding conf 95%
No communication with a customer took place.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
Agent ownership cannot be assessed; no interaction occurred.
O2 Not Applicable Proactive follow-through conf 95%
No next‑step or timeline was set.
O3 Not Applicable Closure confirmation conf 95%
No case continuity or hand‑off was possible.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation decision was made or needed; the call never reached an agent.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was executed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 95%
No empathy or professionalism could be observed.
X2 Not Applicable Tone & rapport conf 95%
No adaptation to tone or engagement was possible.
X3 Not Applicable Overall experience conf 95%
No effort‑reduction actions were taken.
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.Linksy.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, paid support may be available, depending on your issue. To hear more about your service options, press 2. Press 8. 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, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, press 8. Please remain on the line for assistance.
00:00