V2 Rubric Detail — f67f008e-6020-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 14:23
Duration
7m 52s
Contact
702-565-0766
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
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)

V2 Grader Summary

The transcript consists solely of an automated welcome/menu script with no live agent interaction, troubleshooting, or resolution. Consequently, no diagnostic steps, ownership, escalation, or customer-experience behaviors were demonstrated, resulting in an unresolved outcome. No evidence exists of agent engagement, so all behavioral indicators are either Not Met or Not Applicable.

V1 Case Analysis

Customer reached automated menu only; no issue captured or resolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Call did not reach a live agent
  • No product or issue information collected
  • No resolution path provided
Positive Highlights

None recorded.

Agent Errors / Gaps
  • No agent interaction; call remained in automated menu

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
The call ends with only a recorded menu; no resolution or outcome was provided.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps were taken; the transcript contains only the automated greeting.
R3 Not Met Correct resolution path conf 100%
No path (escalation, warranty check, or best-effort troubleshooting) was selected.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
The agent never asked diagnostic questions or identified symptoms.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools or resources were used because no troubleshooting occurred.
T3 Not Applicable No misinformation conf 100%
No technical information or recommendations were given.
Communication
C1 Not Applicable Clear & professional language conf 100%
There was no live agent to guide the interaction; only a recorded menu was played.
C2 Not Applicable Confirmed understanding conf 100%
No communication with a customer occurred beyond the automated script.
Customer Ownership
O1 Not Applicable Ownership & empathy conf 100%
No agent took ownership; the call never progressed to a support representative.
O2 Not Applicable Proactive follow-through conf 100%
No next steps or timelines were set.
O3 Not Applicable Closure confirmation conf 100%
No case continuity could be demonstrated.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted in the recorded segment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation execution details exist.
Customer Experience
X1 Not Applicable Customer effort minimised conf 100%
No empathy or professionalism could be observed; only a pre-recorded message was played.
X2 Not Applicable Tone & rapport conf 100%
No adaptation to tone or pace was possible.
X3 Not Applicable Overall experience conf 100%
No effort-reduction actions were taken.
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. Peace 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. To hear more about your service options, press 2. To hear these options again, [silence] 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 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 to hear these options again please remain on the line for assistance
00:00