V2 Rubric Detail — d58717ee-6391-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 23:29
Duration
29m 8s
Contact
954-962-6095
Issue Type
Unknown
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 automated IVR prompts with no live agent interaction. As a result, none of the 16 behavioral indicators can be assessed, and all remain Not Applicable. The classification of Partial Resolution stands, as the system initiated contact but failed to deliver any agent-led support.

V1 Case Analysis

Customer did not reach a live agent; only IVR prompts were played. No issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • The transcript contains only IVR prompts; no live agent interaction occurred.
  • No product, warranty, or contact information was gathered.
  • No troubleshooting, escalation, or self‑help guidance was provided.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent engaged the customer; call never left the automated menu.
  • Failure to collect required case information (model, serial, warranty).
  • No attempt to identify or address the customer's issue.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 98%
No resolution or outcome was presented; the transcript only contains IVR prompts.
R2 Not Applicable Diagnostic thoroughness conf 98%
No troubleshooting steps were performed or documented; interaction did not reach an agent.
R3 Not Applicable Correct resolution path conf 97%
No decision about warranty, escalation, or support path was made by an agent.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 97%
No diagnostic questions or logical process were observed; no agent interaction occurred.
T2 Not Applicable Appropriate tools / resources used conf 97%
No tools, resources, or evidence were used because no live agent interaction took place.
T3 Not Applicable No misinformation conf 97%
No technical information or recommendations were provided by a support agent.
Communication
C1 Not Applicable Clear & professional language conf 97%
No call control or guidance was demonstrated beyond automated IVR messages.
C2 Not Applicable Confirmed understanding conf 97%
No adaptive communication with a customer was observed.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 97%
No ownership behavior could be assessed; the call never connected to an agent.
O2 Not Applicable Proactive follow-through conf 97%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 97%
No case history review or handoff occurred due to lack of agent engagement.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted given the absence of agent interaction.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation was performed or attempted during the call.
Customer Experience
X1 Not Applicable Customer effort minimised conf 97%
No empathy, professionalism, or patience could be evaluated without agent presence.
X2 Not Applicable Tone & rapport conf 97%
No adaptation to customer tone or emotional state was possible in an unconnected call.
X3 Not Applicable Overall experience conf 97%
Customer effort could not be reduced as no agent interaction occurred to streamline the process.
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 after you hear the tone. [silence] 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 after you hear the tone. [silence] 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 one. Press eight. [silence] 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. [silence] Please remain on the line for assistance.
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