V2 Rubric Detail — a74a1170-71cd-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-27 02:12
Duration
16m 41s
Contact
631-830-2700
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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-20.0)

V2 Grader Summary

The transcript consists solely of an automated IVR greeting with no live agent interaction, troubleshooting, or resolution attempt. All indicators are correctly rated as Not Applicable because no agent behavior was observable. There is no evidence of critical failures, so auto-zero does not apply.

V1 Case Analysis

Customer reached IVR only; no agent interaction. IVR contained incorrect branding ('Linix support') and invalid domain (register.linuxent.org). No issue captured or support provided.

Troubleshooting Steps

None recorded.

Key Observations
  • IVR incorrectly identified the service as 'Linix support' — a clear brand violation per Linksys KB.
  • IVR directed customers to register.linuxent.org, a non-Linksys domain, which contradicts all Linksys KB guidance on support channels.
  • No live agent interaction occurred at any point in the call.
  • No product model, serial number, warranty status, or issue details were collected.
  • IVR repeated generic prompts without offering a valid path to human support or troubleshooting.
  • The IVR script referenced 'in-warranty' and 'out-of-warranty' support options but failed to provide accurate information per universal_escalation_guide.md and universal_support_contacts.md.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided completely incorrect brand information ('Linix support') in the IVR script, directly contradicting Linksys KB.
  • Directed customers to a non-Linksys website (register.linuxent.org), violating Linksys support protocol and security guidelines.
  • Failed to connect the customer to any live agent or valid support path, despite offering 'in-warranty' and 'out-of-warranty' options.
  • Did not collect any required product or customer information, violating basic support protocol per universal_escalation_guide.md.
  • Allowed the call to loop indefinitely without resolution, escalation, or actionable next steps, violating the Angry Customer Protocol and escalation triggers in the KB.
  • IVR content did not align with any Linksys KB guidance on support channels, warranty claims, or RMA processes.

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 agent interaction or problem resolution attempt.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed by an agent; only an automated menu was played.
R3 Not Applicable Correct resolution path conf 100%
No resolution path (e.g., RMA, escalation, self-help) was selected because no issue was discussed or diagnosed.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process occurred; the interaction is entirely pre-recorded and automated.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used by an agent during this IVR-only interaction.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided by a live agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent interaction occurred to assess call control or framing.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer communication style is possible in an unattended IVR system.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent ownership demonstrated; the call did not reach a support representative.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established for a specific issue.
O3 Not Applicable Closure confirmation conf 100%
No case history or handoff context was managed, as no agent was involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred or was warranted due to absence of a live support interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution to evaluate; the call remained in the IVR system.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
Empathy and professionalism cannot be assessed from an automated message.
X2 Not Applicable Tone & rapport conf 100%
No live interaction occurred to adapt to customer tone or engagement level.
X3 Not Applicable Overall experience conf 100%
Customer effort reduction cannot be evaluated as no agent actions were taken.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Linix 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.linuxent.org. 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 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