V2 Rubric Detail — f13c3f84-7401-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 21:31
Duration
11m 45s
Contact
908-919-7024
Issue Type
Unknown
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
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-26.0)

V2 Grader Summary

The transcript contains only IVR prompts with no live agent interaction, so none of the behavioral indicators can be assessed. Consequently, all indicators are marked Not Applicable, no critical failure is present, and the call is classified as a Partial Resolution due to lack of observable outcome.

V1 Case Analysis

Customer reached automated menu only; no agent interaction or troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • No agent interaction; the call never progressed beyond the automated menu.
  • No product, warranty, or issue information was gathered.
  • Call ended without any resolution, escalation, or self-help guidance.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Agent did not engage with the customer after the menu prompts.
  • No troubleshooting, information gathering, or next-step communication was provided.

V2 Indicator Ratings

Resolution
R1 Not Applicable Issue actually resolved conf 100%
No agent interaction occurred; only IVR prompts were played. No resolution or outcome could be delivered.
R2 Not Applicable Diagnostic thoroughness conf 100%
No troubleshooting was conducted by an agent. The call consists solely of automated menu options.
R3 Not Applicable Correct resolution path conf 100%
No support path decision was made by an agent. The IVR system presented general options without assessing the customer's situation.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
The agent (IVR) did not identify any symptoms or ask diagnostic questions. No diagnostic process was initiated.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools, resources, or evidence were used by an agent. The IVR does not constitute tool use under T2 criteria.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were provided beyond automated prompts.
Communication
C1 Not Applicable Clear & professional language conf 100%
No live agent interaction; IVR cannot demonstrate call control or framing as defined in C1.
C2 Not Applicable Confirmed understanding conf 100%
No adaptation to customer level or style occurred. The IVR delivers a fixed script regardless of customer needs.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No ownership demonstrated. The IVR transfers responsibility to the customer to select options.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were established by an agent. The IVR only directs to self-service paths.
O3 Not Applicable Closure confirmation conf 100%
No case history was referenced or maintained. This was an initial IVR contact with no prior context.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation decision was made. The IVR does not qualify as an escalation judgment under E1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed. The IVR does not perform handoffs with required detail.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy, professionalism, or patience could be demonstrated by an IVR system.
X2 Not Applicable Tone & rapport conf 100%
The IVR cannot adapt to tone, pace, or emotional state. It delivers a uniform message.
X3 Not Applicable Overall experience conf 100%
The IVR increases customer effort by requiring navigation of menu options without reducing repetition or complexity.
Call Transcript1 turns · 2 lines
Speaker 2
Welcome to Linkus 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.linkus.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 eight. 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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