V2 Rubric Detail — bf609a2e-71c1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 00:47
Duration
12m 21s
Contact
Ian Kelly
Issue Type
Unknown
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135041
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 - child node disconnected
⚠ 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 an automated IVR greeting with no live agent interaction, troubleshooting, or resolution attempt. As a result, all behavioral indicators are Not Applicable. The call ended without any support being delivered, leaving the issue unresolved.

V1 Case Analysis

Call ended after IVR greeting; no issue captured or assistance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred; call remained in IVR.
  • No product, warranty, or issue information was collected.
  • No troubleshooting, escalation, or self-help path was offered.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engagement; call ended without addressing the customer.
  • Failure to collect required case fields (model, serial, issue description).

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No agent interaction occurred; the transcript contains only an automated IVR greeting with no troubleshooting or resolution attempt.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting steps were performed by a live agent; the call did not progress beyond the IVR menu.
R3 Not Applicable Correct resolution path conf 100%
No warranty status was checked or resolution path selected because no agent engaged with the customer.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic questions were asked or symptoms identified; interaction remained at the IVR level.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used as no live support interaction took place.
T3 Not Applicable No misinformation conf 100%
No technical information, recommendations, or conclusions were provided by an agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent to guide the interaction; only a pre-recorded IVR message was delivered.
C2 Not Applicable Confirmed understanding conf 100%
No communication occurred between agent and customer; thus, no adaptation to customer level or style was possible.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership demonstrated; the call did not reach an agent who could assume responsibility.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 100%
No case history was accessed or referenced, and no handoff occurred due to lack of agent involvement.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or required, as the call did not proceed to agent handling.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed because no agent interaction occurred.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience could be demonstrated or observed without live agent engagement.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone, pace, or emotional state was possible in the absence of interaction.
X3 Not Applicable Overall experience conf 100%
Customer effort was not reduced or increased meaningfully as no agent-assisted actions occurred.
Call Transcript1 turns · 1 lines
Speaker 2
[silence] [silence] [silence] Welcome to 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 - Actually, that's not an available option. Please select from the following options. For in warranty products, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
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