V2 Rubric Detail — d0dd800a-740a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 22:35
Duration
28m 6s
Contact
937-461-0265
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

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

V2 Rubric Scores

ResolutionN/A
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall88.1% (+52.1)

V2 Grader Summary

The call consisted solely of an automated welcome message that set clear expectations and offered next‑step options, satisfying call control and next‑step criteria. No agent interaction occurred, so all troubleshooting, ownership, and escalation indicators are not applicable. Empathy and tone adaptation were absent, resulting in Not Met for those experience metrics. Overall the outcome is a partial resolution because the call ended without addressing a specific customer issue.

V1 Case Analysis

No agent interaction; automated message loop only. No issue captured or resolved.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent spoke during the call; only automated prompts were played.
  • No product model, serial number, or warranty status was collected.
  • No troubleshooting steps or guidance were provided.
  • The call ended without any resolution or next steps.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to engage the customer after the automated greeting.
  • Did not collect any required case information (model, serial, warranty).
  • No troubleshooting, guidance, or escalation path was offered.
  • Call abandoned without operational closure.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 95%
No customer issue was presented; the interaction remained within the automated greeting loop.
R2 Not Applicable Diagnostic thoroughness conf 95%
No troubleshooting steps were taken; the call contained only an automated menu prompt.
R3 Not Applicable Correct resolution path conf 95%
No assessment of warranty, product status, or resolution path was made due to absence of agent interaction.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 95%
No diagnostic questions or symptom identification were performed; the transcript is limited to IVR instructions.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools or resources were used or required, as the interaction never progressed beyond the greeting.
T3 Met No misinformation conf 100%
The IVR correctly states that support is available for in-warranty products and that paid support may be available for out-of-warranty products, consistent with universal_paid_support_workflow.md.
Communication
C1 Met Clear & professional language conf 90%
The automated message clearly framed the interaction: 'Welcome to Linksys Support… please have your device serial number ready… press 1 now… press 2 for out‑of‑warranty options…'
C2 Met Confirmed understanding conf 90%
The script used simple, customer‑facing language and gave clear next‑step options (press 1 or 2).
Customer Ownership
O1 Not Applicable Ownership & empathy conf 95%
There was no human agent to take ownership of a case.
O2 Met Proactive follow-through conf 90%
The message provided explicit next steps (press 1 for warranty support, press 2 for out‑of‑warranty options).
O3 Not Applicable Closure confirmation conf 95%
No prior history or hand‑off was possible in this automated greeting.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred to evaluate execution.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
The script did not contain any empathy or acknowledgment of the customer's situation.
X2 Not Met Tone & rapport conf 90%
Tone and pacing were fixed; there was no adaptation to a customer's emotional state because no customer interaction occurred.
X3 Met Overall experience conf 90%
The automated greeting gave the customer direct options without requiring them to repeat information or navigate unnecessary steps.
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 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. 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 select from the following options. for a warranty products, our support team is available to help with performance and hardware issues. please have your device serial 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.
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