V2 Rubric Detail — ca529718-75b6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 01:38
Duration
12m 53s
Contact
760-334-4334
Issue Type
General Inquiry
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.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The interaction consisted solely of an automated menu and a final disconnect message. No agent engaged, no troubleshooting, diagnostics, or resolution steps were performed, resulting in an unresolved outcome with all applicable indicators marked Not Met or Not Applicable. The call abandonment triggers auto-zero under rubric gate A.

V1 Case Analysis

Customer called but only heard IVR prompts. No agent interaction occurred before the call was disconnected by the system.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred during the entire call.
  • The IVR system provided support options but no human assistance was offered.
  • The call was disconnected by the system without any troubleshooting or resolution.
  • No product, warranty, or contact information was obtained.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engagement; the call was entirely automated without human intervention.
  • System disconnected the call without providing any assistance or next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Call ends with 'Apologies I need to disconnect the call' — no resolution, RMA, escalation, or educational outcome provided.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps or diagnostic questions were asked; only automated menu prompts were played.
R3 Not Met Correct resolution path conf 95%
Agent never determined product status, warranty, or selected a resolution path; only a generic pre-call script was delivered.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No symptom identification, no relevant questions, and no logical diagnostic process was performed.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools, resources, or evidence could be used because the interaction consisted solely of an automated menu.
T3 Not Applicable No misinformation conf 90%
No technical information, recommendations, or conclusions were given to the customer.
Communication
C1 Not Applicable Clear & professional language conf 90%
There was no live agent to guide the interaction; only a recorded prompt was played.
C2 Not Applicable Confirmed understanding conf 90%
No communication style adaptation could be observed; the script was generic and automated.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 90%
No agent took ownership of a case; the call never progressed beyond the menu.
O2 Not Applicable Proactive follow-through conf 90%
No next steps or timelines were set because no issue was addressed.
O3 Not Applicable Closure confirmation conf 90%
No case continuity could be evaluated; no prior history or hand-off was involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was made and none was warranted given the lack of a customer issue.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Applicable Customer effort minimised conf 90%
No empathy or professionalism could be demonstrated by an agent; only an automated message was played.
X2 Not Applicable Tone & rapport conf 90%
No adaptation to tone or pace was observable.
X3 Not Applicable Overall experience conf 90%
No effort reduction actions (e.g., avoiding repetition) were needed or observed.
Call Transcript1 turns · 3 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 options again, Press eight. 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 eight. Please remain on the line for assistance. Apologies I need to disconnect the call.
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