V2 Rubric Detail — edfbb962-7744-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-04 01:08
Duration
12m 57s
Contact
516-714-7817
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
Accuracy5.00/5
Communication2.00/5
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 an automated IVR greeting and menu prompts, with no customer issue, troubleshooting, or agent interaction. Consequently, all behavioral indicators are not applicable, and no resolution, escalation, or ownership actions can be evaluated.

V1 Case Analysis

Customer received only the automated IVR greeting; no issue identified or assistance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction beyond the initial automated IVR script.
  • No product, warranty, or issue information was gathered.
  • Call ended without any troubleshooting, guidance, or next-step recommendation.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Call did not progress beyond the automated IVR greeting; no support was provided.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 97%
Call contains only IVR greeting and menu prompts; no customer issue was presented to resolve.
R2 Not Applicable Diagnostic thoroughness conf 96%
No troubleshooting steps were taken; the transcript ends after the automated menu.
R3 Not Applicable Correct resolution path conf 96%
No resolution path (warranty check, escalation, etc.) was selected because no problem was described.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 95%
No diagnostic questions or symptom identification were performed.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools, resources, or evidence were used; the call never progressed beyond the IVR.
T3 Not Applicable No misinformation conf 94%
The IVR only gave generic registration information; no technical guidance related to a problem was provided.
Communication
C1 Not Applicable Clear & professional language conf 95%
There is no agent‑customer interaction to assess call control or framing.
C2 Not Applicable Confirmed understanding conf 95%
No communication tailoring was possible; only a scripted message was played.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 96%
Ownership cannot be judged because no case was opened or handled.
O2 Not Applicable Proactive follow-through conf 96%
No next‑step or timeline was set for a specific issue.
O3 Not Applicable Closure confirmation conf 96%
No prior history or handoff was relevant; the call never progressed beyond the greeting.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation was made nor was one warranted given the lack of a problem.
E2 Not Applicable Escalation prep & handoff conf 97%
Since no escalation occurred, execution cannot be evaluated.
Customer Experience
X1 Not Applicable Customer effort minimised conf 95%
Empathy or professionalism cannot be assessed without a live agent interaction.
X2 Not Applicable Tone & rapport conf 95%
No adaptation to tone or emotional state was observable.
X3 Not Applicable Overall experience conf 95%
No effort‑reduction actions were taken; the call never addressed a customer request.
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 dot Linksy.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 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 eight. Please remain on the line for assistance.
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