V2 Rubric Detail — eb69bc10-6e90-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 23:20
Duration
22m 2s
Contact
Jeremy SNYDER
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134369
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE Reconfiguration
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-34.0)

V2 Grader Summary

The transcript consists solely of an automated IVR greeting and menu system with no live agent interaction. As no support agent engaged with the customer, all behavioral indicators are correctly rated as Not Applicable. There is no evidence of abandonment or critical failure, as the call simply did not progress to human contact.

V1 Case Analysis

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

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction was captured; the call never progressed beyond the IVR.
  • No product, warranty, or issue information was gathered.
  • No troubleshooting or resolution steps were provided.
Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 99%
No customer issue was presented; the call did not reach a live agent.
R2 Not Applicable Diagnostic thoroughness conf 99%
No troubleshooting steps were initiated by an agent.
R3 Not Applicable Correct resolution path conf 99%
No warranty status was checked or resolution path selected by an agent.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 99%
No diagnostic process was conducted by a support representative.
T2 Not Applicable Appropriate tools / resources used conf 99%
No tools or resources were used, as no agent interaction occurred.
T3 Not Applicable No misinformation conf 98%
No technical guidance was provided beyond automated IVR messaging.
Communication
C1 Not Applicable Clear & professional language conf 98%
The interaction remained in the IVR system; no call control by an agent.
C2 Not Applicable Confirmed understanding conf 98%
No adaptation to customer communication style occurred.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 98%
No agent took ownership of the case.
O2 Not Applicable Proactive follow-through conf 98%
No next steps or timelines were established by an agent.
O3 Not Applicable Closure confirmation conf 98%
No case history was referenced or handed off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation decision was made, nor was one warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was executed due to lack of agent involvement.
Customer Experience
X1 Not Applicable Customer effort minimised conf 98%
No empathy or professionalism could be demonstrated without live interaction.
X2 Not Applicable Tone & rapport conf 98%
No adaptation to customer tone or emotional state was possible.
X3 Not Applicable Overall experience conf 98%
Customer effort could not be reduced by agent actions that did not occur.
Call Transcript2 turns · 2 lines
Speaker 2
welcome to Linksys support. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting registerLinksys.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. Please have your devise's serial number and contact information ready. If unavailable,
00:00
Speaker 1
press one. For a dial by name directory press two. To hear these options again press three. [silence] Thank you for calling technical support. A representative will be with you shortly. For quality assurance purposes, calls may be monitored and or recorded.
21:00