V2 Rubric Detail — e02f1096-6f4b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 21:38
Duration
5m 43s
Contact
913-687-5837
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Discourtesy (C) — The IVR message contains inappropriate singing ('I will make you cry... goodbye') in a technical support context, which is unprofessional and emotionally manipulative, violating customer experience standards.

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
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists solely of a malfunctioning or poorly designed IVR message featuring irrelevant and emotionally charged singing, with no actual support interaction. All indicators are Not Applicable except X1, which is Not Met due to unprofessional content. The presence of discourteous messaging triggers an auto-zero under critical failure C (Discourtesy), as it degrades customer dignity and trust.

V1 Case Analysis

No customer interaction; call ended without issue identification or assistance.

Troubleshooting Steps

None recorded.

Key Observations
  • Call contained only an automated script and unrelated lyrics; no customer issue was captured.
  • Agent did not engage, collect required product or warranty information, or attempt any troubleshooting.
  • No resolution path or next steps were offered.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Did not collect product model, serial number, or warranty information.
  • Failed to identify or address any customer issue.
  • Did not follow standard Linksys support greeting or protocol.
  • Provided no troubleshooting guidance or resolution.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No customer issue was presented; the transcript is an IVR message only.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting occurred — only a prerecorded message played.
R3 Not Applicable Correct resolution path conf 100%
No product or warranty assessment was made; no interaction took place.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process initiated; no symptoms identified or questions asked.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used due to absence of agent-customer interaction.
T3 Not Applicable No misinformation conf 100%
No technical guidance was provided for any issue.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent interaction; call did not progress beyond automated script.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer level or style occurred.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent assumed ownership of a case or customer issue.
O2 Not Applicable Proactive follow-through conf 100%
No next steps, timelines, or follow-up commitments were established.
O3 Not Applicable Closure confirmation conf 100%
No case history or handoff context was possible.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed or attempted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
IVR script includes unprofessional singing unrelated to support, lacking empathy or appropriate tone.
X2 Not Applicable Tone & rapport conf 100%
No customer emotional state or tone was engaged with.
X3 Not Applicable Overall experience conf 100%
No effort was made to reduce customer effort as no issue was handled.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to , 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 have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on your issue. I am your voice. I am your voice. So let me sing, sing, sing your melody for me. I will make you cry. I will fill you up inside. I will make you fly, fly, fly. I will let your spirits unwind, goodbye. I will echo your footsteps, as you go, go, go.
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