⚠ 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
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 only delivered the standard opening script and never engaged with the customer's concern about the router. No troubleshooting, guidance, ownership, or empathy was demonstrated, leading to an unresolved call and a critical abandonment failure.
V1 Case Analysis
Customer unsure if router is causing issue; no troubleshooting performed.
Troubleshooting Steps
None recorded.
Key Observations
Agent did not respond to the customer's statement at [12:00].
No product information (model, serial, warranty) was collected.
No troubleshooting steps, guidance, or self-help resources were offered.
Call ended without any operational closure or next-step plan.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failure to acknowledge or respond to the customer's concern.
No collection of required case details (model, serial, contact info).
No troubleshooting or guidance provided despite customer uncertainty.
Call abandoned without resolution or follow-up path.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Agent provided only the opening script and never engaged with the customer's concern about the router; no resolution or outcome was achieved.
R2Not MetDiagnostic thoroughnessconf 95%
No troubleshooting steps were taken or documented; the agent did not initiate any diagnostic interaction after the customer spoke.
R3Not MetCorrect resolution pathconf 95%
No resolution path was selected or communicated — no warranty check, escalation, or best-effort troubleshooting was offered.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
Agent failed to ask any diagnostic questions or identify symptoms beyond the automated greeting; no logical diagnostic process was applied.
No escalation was made and none was warranted based on the limited interaction; no trigger for escalation present.
E2Not ApplicableEscalation prep & handoffconf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 90%
Agent did not acknowledge the customer’s frustration or show empathy; response was entirely transactional and dismissive.
X2Not MetTone & rapportconf 90%
Agent did not adjust tone, pace, or style to match the customer’s confused and uncertain state; no engagement adaptation.
X3Not MetOverall experienceconf 90%
Customer was left to repeat concerns without any effort to reduce friction; no attempt to avoid unnecessary repetition or steps.
Call Transcript2 turns · 2 lines
Speaker 2
[silence] Welcome to Linksys support. To ensure quality service, your call may be monitored. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready. [silence] For assistance, press one now. [silence] 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. [silence] If unavailable, kindly call back later. [silence] For out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
yeah I think I'm on something she's saying it's the router but it can't be the router but I don't know what to think about I don't know anything about it