V2 Rubric Detail — e06eb94a-6455-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 22:52
Duration
20m 12s
Contact
540-368-0792
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. 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
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists solely of automated IVR prompts with no agent-customer interaction. As a result, none of the 16 behavioral indicators can be assessed, and all are correctly rated as Not Applicable. The call remains unresolved due to lack of engagement beyond the menu system.

V1 Case Analysis

Caller only heard IVR; no agent interaction or issue captured.

Troubleshooting Steps

None recorded.

Key Observations
  • Call never reached a live agent; only IVR messages were played.
  • No product information (model, serial, warranty) was gathered.
  • No issue was identified, diagnosed, or resolved.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent interaction; caller was not routed to a representative.
  • Failure to collect required case information or provide any assistance.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No agent interaction occurred; the transcript contains only IVR prompts.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was initiated by an agent during the call.
R3 Not Applicable Correct resolution path conf 100%
No support path decision was made as no agent engaged with the customer.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No diagnostic process was started; only automated menu options were presented.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used by an agent in this interaction.
T3 Not Applicable No misinformation conf 100%
No technical information was provided by a support agent.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent interaction to assess call control or guidance.
C2 Not Applicable Confirmed understanding conf 100%
No communication adaptation occurred as no agent spoke.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership demonstrated because no agent took the call.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were communicated by an agent.
O3 Not Applicable Closure confirmation conf 100%
No case history or handoff occurred in this pre-agent stage.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made or required at the IVR stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution possible without agent involvement.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be evaluated from IVR audio.
X2 Not Applicable Tone & rapport conf 100%
No tone adaptation occurred as no agent engaged the customer.
X3 Not Applicable Overall experience conf 100%
Customer effort reduction cannot be assessed during IVR navigation.
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.linksyst.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 2. [silence] To hear these options again, [silence] Presse 8. 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 8. Please remain on the line for assistance.
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