⚠ 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: B — Avoidance/Evasion: Agent failed to initiate proper support process, misidentified the company (LinkedIn instead of Linksys), and provided no meaningful assistance, indicating disengagement from core responsibilities.
V1 Rubric Scores
Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
ResolutionN/A
TechnicalN/A
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The call failed at the outset: the agent misidentified the company as 'LinkedIn' and provided no troubleshooting, escalation, or next steps. No technical or procedural progress was made, resulting in an unresolved outcome. This reflects a critical failure in basic call handling and professionalism, warranting an auto-zero for Avoidance/Evasion.
V1 Case Analysis
Agent greeted customer but did not identify issue, collect product details, or provide any support. Call ended without resolution or next steps.
Troubleshooting Steps
None recorded.
Key Observations
Agent incorrectly referred to 'LinkedIn' instead of 'Linksys' at [08:00], which is a significant brand error.
No attempt was made to determine the customer's issue or product details.
Call ended without any troubleshooting, self-help guidance, or escalation path.
Positive Highlights
Agent provided a polite greeting and introduced herself at [08:00].
Agent Errors / Gaps
Misidentified the company as 'LinkedIn' instead of 'Linksys' at [08:00], which undermines credibility.
Failed to elicit the customer's issue or reason for calling.
Did not collect required product model, serial number, or warranty status.
Did not initiate any troubleshooting or provide next steps.
Allowed the call to end without operational closure.
V2 Indicator Ratings
Resolution
R1Not ApplicableIssue actually resolvedconf 98%
No customer issue was presented; the call did not progress beyond greeting.
R2Not ApplicableDiagnostic thoroughnessconf 98%
No troubleshooting was initiated; interaction ended before diagnostic steps could occur.
R3Not ApplicableCorrect resolution pathconf 98%
No product or warranty assessment was made; no resolution path was selected.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 98%
No symptoms were identified or diagnostic questions asked.
No escalation occurred and none was warranted due to absence of a technical issue.
E2Not ApplicableEscalation prep & handoffconf 98%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Agent demonstrated unprofessionalism by misnaming the company and showing no empathy.
X2Not MetTone & rapportconf 95%
Agent did not adapt tone or pace; interaction failed to engage the customer meaningfully.
X3Not MetOverall experienceconf 95%
Customer effort was increased by confusion from incorrect branding and lack of clear direction.
Call Transcript1 turns · 3 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. 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, 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. Hello, thank you for calling LinkedIn. My name is Miss Bell. Is your phone calling experience the first time? Please check if your mic and volume is enabled.