V2 Rubric Detail — aa338634-66bd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 00:20
Duration
5m 39s
Contact
Ginny Horne
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
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
Communication2.00/5
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 is entirely an automated IVR message with no live agent interaction, no customer issue presented, and no support activity. All indicators are correctly rated as Not Applicable because no human support behavior occurred. The Partial Resolution classification stands as no resolution path was completed, but no agent misconduct occurred either.

V1 Case Analysis

Automated message only; no agent interaction, no issue reported, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Call contained only an automated system message from [00:00] to [01:00], with no live agent interaction.
  • No attempt was made to collect product model, serial number, or warranty status.
  • No customer issue was identified or acknowledged.
  • Call ended in silence without closure, callback option, or self-help redirection.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engagement — failure to connect with the customer or initiate support process.
  • Failure to collect any required case information (model, serial, warranty).
  • No identification or acknowledgment of a customer issue.
  • Call ended without providing any next steps, self-help resources, or closure path.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 98%
No customer issue was presented; the transcript consists solely of an automated IVR message with no live interaction.
R2 Not Applicable Diagnostic thoroughness conf 98%
No troubleshooting was conducted; the content is a pre-recorded system message outlining support options.
R3 Not Applicable Correct resolution path conf 97%
No product status or warranty determination was made for an actual customer issue.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 97%
No diagnostic process was initiated; no symptoms were identified or questions asked.
T2 Not Applicable Appropriate tools / resources used conf 97%
No tools or resources were used, as no technical support interaction occurred.
T3 Not Applicable No misinformation conf 96%
No technical information or recommendations were provided beyond general paid-support availability.
Communication
C1 Not Applicable Clear & professional language conf 97%
There was no live agent to guide the interaction; the call is fully automated.
C2 Not Applicable Confirmed understanding conf 96%
No adaptation to customer communication style or level could occur in an automated message.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 97%
No agent took ownership of a case, as no human interaction took place.
O2 Not Applicable Proactive follow-through conf 96%
No next steps or timelines were established for a specific support issue.
O3 Not Applicable Closure confirmation conf 96%
No case history was referenced or maintained, as no agent engagement occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation decision was made; the message only describes paid-support options.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation was executed or even initiated in this automated message.
Customer Experience
X1 Not Applicable Customer effort minimised conf 96%
No empathy, professionalism, or acknowledgment of customer frustration was demonstrated.
X2 Not Applicable Tone & rapport conf 96%
No adaptation to customer tone or emotional state was possible in a pre-recorded script.
X3 Not Applicable Overall experience conf 96%
The message does not reduce or add effort for any specific customer problem.
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, if your experience, singing issues with your Linksys product, and it's no longer under warranty paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com/rlinksys. [silence]
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