V2 Rubric Detail — ee54623a-6397-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 00:12
Duration
25m 25s
Contact
917-940-1997
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
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-28.0)

V2 Grader Summary

The transcript consists solely of an automated pre-call IVR message with no live agent interaction, troubleshooting, or resolution attempt. As such, all performance indicators related to live support are either Not Met or Not Applicable. The absence of any diagnostic or resolution activity results in an Unresolved outcome.

V1 Case Analysis

Customer received only automated script and an unofficial Reddit link; no issue was identified or addressed.

Troubleshooting Steps

None recorded.

Key Observations
  • Call contained only an automated script; no agent engagement.
  • Agent provided an unofficial support channel (Reddit) which is not recommended by policy.
  • No product, warranty, or issue information was collected.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect any product or issue details.
  • Did not follow standard Linksys support protocol for case creation or information gathering.
  • Provided a non-official support referral (Reddit) instead of directing to official KB or support channels.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
No issue was presented or resolved; the transcript is an automated message before live interaction.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps were performed; only a pre-recorded script was played.
R3 Not Met Correct resolution path conf 100%
No warranty status check or resolution path was initiated; no live support offered.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No diagnostic questions asked or symptoms identified; no root cause analysis attempted.
T2 Not Met Appropriate tools / resources used conf 100%
No tools or resources were used beyond a static IVR script; no live agent engagement.
T3 Not Met No misinformation conf 100%
No technical guidance provided; only generic notices about registration and paid support.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent interaction occurred to guide or control the call.
C2 Not Applicable Confirmed understanding conf 100%
No adaptive communication with a customer; only an automated announcement played.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent took ownership of a case; no customer issue was engaged.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines set for a specific support issue.
O3 Not Applicable Closure confirmation conf 100%
No case history or handoff context was involved in this pre-call message.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted at this stage of the call flow.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place to evaluate execution quality.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be demonstrated as no live interaction occurred.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to customer tone or emotional state was possible in an IVR message.
X3 Not Applicable Overall experience conf 100%
No customer effort was reduced or increased; the message was informational only.
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. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI powered support bot at support. Okay. You can also connect with other users for tips and guidance at, uh, reddit.com slash R slash Linksys.
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