⚠ 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
ResolutionN/A
TechnicalN/A
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent only delivered a scripted greeting and never engaged with the customer's frustration (“Come on.”). No troubleshooting, resolution path, or next steps were provided, and the agent showed no empathy or call control. The lack of response constitutes a call abandonment, triggering an auto-zero.
V1 Case Analysis
No agent interaction; call ended without any troubleshooting or case creation.
Troubleshooting Steps
None recorded.
Key Observations
Agent never spoke after the initial automated message.
No product, serial, or warranty information was collected.
No troubleshooting, escalation, or self-help options were offered.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failure to engage the customer.
No collection of required case fields (model, serial, warranty).
No troubleshooting or resolution path provided.
V2 Indicator Ratings
Resolution
R1Not ApplicableIssue actually resolvedconf 95%
No issue was presented or resolved; the interaction did not progress beyond the greeting.
R2Not ApplicableDiagnostic thoroughnessconf 95%
No troubleshooting steps were attempted or documented.
R3Not ApplicableCorrect resolution pathconf 95%
No decision path (warranty, escalation, etc.) was discussed.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 95%
Agent never asked diagnostic questions or identified symptoms.
No escalation was made and none was warranted given the lack of issue detail.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred to evaluate execution.
Customer Experience
X1Not MetCustomer effort minimisedconf 90%
Agent showed no empathy or professionalism toward the customer's expressed frustration.
X2Not MetTone & rapportconf 90%
Agent did not adjust tone or pace; there was no engagement after the customer’s comment.
X3Not MetOverall experienceconf 90%
Agent added unnecessary friction by remaining silent, forcing the customer to repeat or wait.
Call Transcript2 turns · 2 lines
Speaker 2
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. 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence] For out of warranty product, paid support option may be available depending on the issue.