⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent provided only a scripted greeting and did not engage in any troubleshooting or assistance.
V1 Rubric Scores
Resolution1.00/5
Accuracy5.00/5
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
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent delivered only the automated welcome message and failed to engage with the customer's request, offering no troubleshooting, resolution, or follow-up. This constitutes a clear case of avoidance/evasion, resulting in an auto-zero and an Unresolved outcome.
V1 Case Analysis
Customer asked about Ethernet cable type; agent provided only greeting and did not gather details or offer assistance.
Troubleshooting Steps
None recorded.
Key Observations
Agent did not ask any clarifying questions after the greeting.
Customer's request was ambiguous and never clarified.
No product or warranty information was collected.
Positive Highlights
Agent delivered the standard opening disclaimer and warranty information.
Agent Errors / Gaps
Failed to engage the customer after the opening script.
Did not collect model, serial number, or warranty status.
Provided no troubleshooting or resolution steps.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent only delivered the opening script and never provided a resolution or outcome.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were taken; the agent did not ask any diagnostic questions.
R3Not MetCorrect resolution pathconf 96%
Agent never selected or explained a resolution path (e.g., RMA, escalation, self-help).
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
No logical diagnostic process was applied; the agent never identified symptoms or asked relevant questions.
No escalation occurred and none was clearly warranted based on the transcript.
E2Not ApplicableEscalation prep & handoffconf 98%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent gave no empathy or acknowledgement of the customer's confusion; only a scripted greeting.
X2Not MetTone & rapportconf 95%
Agent did not adjust tone or pace to match the customer's unclear communication.
X3Not MetOverall experienceconf 95%
Customer was left to repeat or clarify without any assistance, creating unnecessary effort.
Call Transcript3 turns · 3 lines
Speaker 1
Tony Los Cynthia you got a cat like outer Ethernet cable He might have them Do you have a cat by Luke Siamet cable You know what I'm asking for This one Yeah That that's that's the connection Ethernet It looks like a internet cable That's a internet cable with 40 gigabytes That That That That's you Is it rhythm to you Uh huh
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 always 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. 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. [silence]
00:00
Speaker 1
theping beforehand of sorry she's off line oh okay I didn't say how or do I have five minutes