⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion – agent never engaged in troubleshooting, provided no assistance, and failed to address the customer's frustration, constituting a critical compliance failure.
V1 Rubric Scores
Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent only delivered a generic welcome script, never performed any diagnostics, offered no resolution, empathy, or escalation despite clear customer frustration. This resulted in a complete lack of ownership and an unresolved outcome.
V1 Case Analysis
Customer called with concerns about warranty status and long hold time; agent played automated script only, no live agent interaction occurred; no troubleshooting, escalation, or next steps provided.
Troubleshooting Steps
None recorded.
Key Observations
The agent never engaged — only an automated welcome message was delivered; no live interaction occurred.
No product information (model, serial) was collected, violating protocol for any support-eligible inquiry.
Customer expressed frustration and long hold time (40:00), but received no acknowledgment or empathy from agent.
No troubleshooting, escalation, or self-help resources were offered despite customer mentioning a reset button.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to establish live agent connection — customer interacted only with automated message.
Did not collect required product information (model, serial, warranty status).
Provided no troubleshooting steps or self-help resources.
Did not acknowledge or respond to customer's frustration or mention of device reset button.
Did not offer any next step, escalation path, or paid-support option.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent only played a welcome script and provided no resolution, RMA, escalation, or actionable outcome.
R2Not MetDiagnostic thoroughnessconf 98%
No diagnostic steps were taken; agent only read a generic welcome script.
R3Not MetCorrect resolution pathconf 97%
Agent did not determine warranty status nor offer appropriate best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
No symptom identification or targeted questions were asked.
No troubleshooting occurred, so tool use was not applicable; agent never attempted interaction requiring tools.
T3Not MetNo misinformationconf 97%
Only generic welcome script was delivered; no technical guidance or accurate information was provided.
Communication
C1Not MetClear & professional languageconf 96%
Agent did not set expectations, guide the call, or manage transitions; interaction remained a static script.
C2Not MetConfirmed understandingconf 95%
Agent did not adapt language or tone to the customer's frustrated, profanity-laden statements.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent transferred no effort to ownership; simply gave a script and ended without taking responsibility.
O2Not MetProactive follow-throughconf 95%
No next steps, timelines, or follow-up commitments were offered.
O3Not ApplicableClosure confirmationconf 90%
There was no prior case history to reference; the call appears to be a first contact.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 96%
Customer expressed frustration about 40-minute hold time yet agent never offered escalation.
E2Not MetEscalation prep & handoffconf 95%
No escalation was performed, so execution cannot be evaluated; escalation was warranted.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent gave no empathy or acknowledgement of the customer's anger or situation.
X2Not MetTone & rapportconf 95%
Agent maintained a rigid script and did not match the customer's tone or pace.
X3Not MetOverall experienceconf 95%
Agent added no value; customer was left to repeat information and wait on hold without assistance.
Call Transcript3 turns · 4 lines
Speaker 1
Oh. When did it say? If this is out of warranty, which it probably is, then paid support may be available. But at that point, I'm just going to pay for a new fucking router.
00:00
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later, for out of warranty product, paid support option may be available, depending on the issue.
00:00
Speaker 1
they're not that expensive anyways. There's a reset button on the bottom. the pencil or something. Make sure I got it. [silence] but she's 40 minutes to be on hold with them.