V2 Rubric Detail — d534580e-66d1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 02:44
Duration
29m 38s
Contact
386-562-7127
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-20.0)

V2 Grader Summary

The transcript consists entirely of a repeating IVR menu with no agent-customer interaction. All behavioral indicators are Not Applicable because no support activity occurred. The call cannot be scored for performance, but per rubric logic, it defaults to 'Partial Resolution' as no outcome was achieved.

V1 Case Analysis

Call ended after automated IVR greeting; no agent interaction or issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction occurred after the automated IVR greeting.
  • Call ended in silence without any information collection or support provided.
  • No troubleshooting, self-help, or escalation guidance was offered.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to engage the customer after the IVR greeting.
  • Did not collect any product, warranty, or issue details.
  • Did not provide any troubleshooting, self-help, or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
The call contains only an automated IVR greeting with no customer interaction, issue presentation, or resolution attempt.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was initiated by an agent; the transcript ends after the IVR loop.
R3 Not Applicable Correct resolution path conf 100%
No agent interaction occurred to assess product status, warranty, or resolution path.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was conducted due to absence of live agent engagement.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools were used or required as no troubleshooting took place.
T3 Not Applicable No misinformation conf 100%
No technical information was provided by an agent during the call.
Communication
C1 Not Applicable Clear & professional language conf 100%
There was no live agent to guide the interaction or maintain call control.
C2 Not Applicable Confirmed understanding conf 100%
No communication with a customer occurred beyond the pre-recorded IVR message.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent assumed ownership of a case, as no case was established.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were made.
O3 Not Applicable Closure confirmation conf 100%
No prior history was referenced and no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or needed, as no agent engaged.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed due to lack of agent involvement.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be demonstrated without human interaction.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state was possible.
X3 Not Applicable Overall experience conf 100%
No customer effort was reduced or increased because no live interaction occurred.
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 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. [silence]
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