⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
V1 Rubric Scores
Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent provided only an automated greeting and never engaged with the customer, resulting in no troubleshooting, no resolution, no empathy, and a complete abandonment of the call. All primary and core indicators are Not Met, leading to an Unresolved outcome and auto‑zero due to call abandonment.
V1 Case Analysis
Customer reported a device that blacks out intermittently and suspects a dead battery. Agent provided no response or assistance.
Troubleshooting Steps
None recorded.
Key Observations
Agent never spoke after the automated greeting; no data collection or troubleshooting was performed.
Customer was highly frustrated and provided incoherent statements, but the agent did not attempt to clarify or calm the situation.
No closure path (escalation, callback, or self‑help) was offered.
Positive Highlights
None recorded.
Agent Errors / Gaps
No greeting or acknowledgment of the customer's issue.
Failed to collect product model, serial number, or warranty information.
Did not ask any clarifying questions to understand the problem.
Provided no troubleshooting steps, escalation, or next‑step guidance.
Ended the call without any resolution or documented next action.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 100%
No resolution or outcome was provided; the call ended without any solution.
R2Not MetDiagnostic thoroughnessconf 100%
The agent never performed any troubleshooting steps.
R3Not MetCorrect resolution pathconf 100%
No path (RMA, escalation, best‑effort) was selected; the agent gave no guidance.
Technical Accuracy
T1Not MetTechnically accurate infoconf 100%
No diagnostic questions or logical process were observed.
No empathy, professionalism, or patience was demonstrated; the agent never engaged.
X2Not MetTone & rapportconf 100%
No adaptation to the customer's tone or emotional state was possible because the agent did not respond.
X3Not MetOverall experienceconf 100%
The customer was forced to repeat themselves without any assistance; effort was not reduced.
Call Transcript2 turns · 5 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. 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
[silence] Well, I hope they send a disc or info with what they are sending you. Thank you. Oh, no. Our guy doesn't come up. Oh, there it is. Oh, they look back at their favorite act. Oh, for God's sake. Simon does. Why is it doing this? huh do you think our battery finally is dead it's not working the guide Ryan find something else look at why is it doing that yeah it comes it was coming and going it blacks out like that Well. Well, how am I supposed to find something if I can't get to the guy's phone? You never watched R well well what do the ball