V2 Rubric Detail — c3434128-6456-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:58
Duration
21m 42s
Contact
303-406-1001
Issue Type
Off-Topic
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: The transcript reflects an automated telemarketing or scam call impersonating Linksys support, not a legitimate support interaction. This constitutes evasion of actual support duties and misuse of brand identity.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

ResolutionN/A
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The transcript is not a genuine support call but an automated script containing fraudulent telemarketing content and a maliciously incorrect URL ('register.Link\'sus.com'). No real customer issue is addressed, and the interaction violates multiple compliance standards. This qualifies as Avoidance/Evasion (Auto-Zero B), resulting in a full score deduction.

V1 Case Analysis

Call contained only automated/telemarketing content; no issue identified or addressed.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction or issue identification occurred.
  • The transcript is dominated by unrelated recordings and telemarketing content.
  • No product model, serial number, or warranty status was collected.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to greet the customer or ask for the issue.
  • Did not collect any product or warranty information.
  • Did not follow any Linksys support protocol or provide troubleshooting.
  • Call ended without offering any assistance or next steps.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue is presented; the transcript consists of automated messages and telemarketing scripts without a live agent interaction.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting is performed — only prerecorded announcements and unrelated promotional content are played.
R3 Not Applicable Correct resolution path conf 100%
There is no warranty status check, no support path selection, and no actual customer support interaction to assess.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process is initiated; no symptoms are identified or investigated.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, remote access, or technical resources are used or referenced in this automated playback.
T3 Not Met No misinformation conf 95%
Agent states 'register.Link\'sus.com' — a malformed and incorrect URL not associated with Linksys; valid domain is register.linksys.com.
Communication
C1 Not Met Clear & professional language conf 100%
The call lacks any coherent structure, framing, or control — it jumps between unrelated scripts and telemarketing messages.
C2 Not Met Confirmed understanding conf 100%
No adaptation to customer needs; the content includes age-based prompts (‘if you are over 50’) and medical alert scams, indicating a non-support context.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
No ownership is demonstrated — the agent does not acknowledge a case, take responsibility, or engage with a customer problem.
O2 Not Met Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments are provided to any customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is referenced, and the interaction appears to be an automated broadcast, not a support case.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurs and none is warranted, as there is no technical support interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation is attempted, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
No empathy, professionalism, or patience is shown; the content includes scam-like medical alert promotions and disjointed messaging.
X2 Not Met Tone & rapport conf 100%
The messaging is robotic, generic, and completely unresponsive to customer tone, pace, or emotional state.
X3 Not Met Overall experience conf 100%
Customer is subjected to irrelevant, repetitive, and scam-like content, significantly increasing effort and frustration.
Call Transcript2 turns · 8 lines
Speaker 2
Welcome to Lenzo's 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.Link'sus.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depend on your issue. To hear, please have your
00:00
Speaker 1
All right, Luis, you're good to go. They're gonna ask you about the DN as well. The best way. Okay. So, what is it? It's good. It's called as the IP and the truth. It's already enabled, because they're gonna ask you for it. Well, the I already indicated. I do. I P. P as in pop-up. Oh, in IP. Mhm. Has it been a double s. True. Then you're right. It goes on and off and uh, it can be you. All the IP pass true. The Verizon Wireless. Your call cannot be completed as dialed. Please hang up and redial the number including the area code. Announcement by Welcome to Verizon Wireless. Your call cannot be completed as dialed. [silence] This call may be recorded for quality assurance. We have a special If you are over 50, please press 1 now. sunity to receive up free medical alert device so congratulations um you know it's that a little nearby or on your neck or in your in case of emergency or um even fall now when you're participating in our monitoring program you actually can get your medical alert absolutely free so uh all the time but you really have to buy the device so um we make it really simple for you [silence] this call may be recorded for quality assurance. We have a special promotion today for select callers. If you are over 50 please press one now. If not press two. Hello, congratulations! Just for calling today, we're offering you a free medical alert device. [silence] You have dialed a number that is not available from your calling area. Welcome to support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available. [silence] '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.'
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