⚠ 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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)
V2 Grader Summary
The agent delivered only a generic welcome message and failed to engage in any troubleshooting, diagnosis, or customer guidance. The interaction lacked technical accuracy, communication, ownership, and customer experience elements, resulting in an unresolved issue. Assessment 3’s findings on technical accuracy were authoritative and confirmed no valid technical claims were made, precluding auto-zero for technical reasons.
V1 Case Analysis
Troubleshooting Steps
None recorded.
Key Observations
None recorded.
Positive Highlights
None recorded.
Agent Errors / Gaps
None recorded.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent only provided a generic welcome message and did not resolve the issue, achieve any outcome, or confirm customer needs.
R2Not MetDiagnostic thoroughnessconf 97%
No diagnostic steps were taken; agent did not ask for model number, symptoms, or perform any troubleshooting despite customer mentioning 'new phones' and connectivity issues.
R3Not MetCorrect resolution pathconf 96%
No resolution path (RMA, troubleshooting, escalation, or education) was selected or explained; agent treated the call as a passive greeting only.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause; interaction consisted solely of a pre-recorded greeting.
No tools, resources, or evidence-based actions were used; agent relied exclusively on a generic script without engaging in troubleshooting.
T3Not MetNo misinformationconf 96%
Agent provided no technical information, recommendations, or instructions—only a standard welcome message with no product-specific guidance.
Communication
C1Not MetClear & professional languageconf 95%
Interaction lacked framing, expectations, or control; agent never guided the call, set timelines, or managed transitions despite customer confusion.
C2Not MetConfirmed understandingconf 94%
Agent used a one-size-fits-all script without adapting to customer’s confused state, confirming understanding, or adjusting terminology/pace.
Customer Ownership
O1Not MetOwnership & empathyconf 95%
Agent did not take ownership; no effort was made to assist, troubleshoot, or follow through—call was effectively handed off to silence after the greeting.
O2Not MetProactive follow-throughconf 95%
No next steps, timelines, or follow-up commitments were provided; customer was left without direction or closure.
O3Not ApplicableClosure confirmationconf 90%
This was the first contact with no prior history or handoff to maintain.
No escalation occurred, and none was warranted due to the complete lack of issue definition or customer request.
E2Not ApplicableEscalation prep & handoffconf 90%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Agent showed no empathy, acknowledgment of frustration, or professionalism; interaction was entirely transactional and dismissive of customer’s confusion.
X2Not MetTone & rapportconf 94%
Agent did not adapt communication tone, pace, or approach to match the customer’s confused and frustrated state.
X3Not MetOverall experienceconf 95%
Customer effort was not reduced; agent provided no assistance, repeated information, or streamlined process—customer was left to self-diagnose.
Call Transcript3 turns · 3 lines
Speaker 1
[silence] He was tired. That's weird that.
00:00
Speaker 2
Welcome to [Linksys] support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Oh, are you? What is that my hand? Yeah, hold on a call. Oh, okay. 0 like a zero. Oh, you need to put the new phones in. I wonder why they're not answering.