⚠ 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
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
ResolutionN/A
Technical5.00/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer ExpN/A
Overall62.5% (+26.5)
V2 Grader Summary
The call consisted solely of an automated greeting with no customer interaction or issue presentation. The mention of 'support.linksis.com' is confirmed as an ASR hallucination per the normalization reference, so T3 is rated Met and auto-zero does not apply. Most indicators are Not Applicable due to lack of engagement, with O2 rated Not Met because the invalid URL misdirected the customer regardless of cause. The outcome is Unresolved as no progress was made.
V1 Case Analysis
Customer did not respond after initial greeting; no issue identified.
Troubleshooting Steps
None recorded.
Key Observations
Customer was silent after the opening greeting.
Agent did not attempt additional engagement or clarification.
No device details, problem description, or troubleshooting were collected.
Positive Highlights
Provided the correct Linksys support URL in the opening script.
Agent Errors / Gaps
Did not obtain any product or issue information beyond the initial script.
No attempt to re‑engage the silent customer or verify if they were still on the line.
V2 Indicator Ratings
Resolution
R1Not ApplicableIssue actually resolvedconf 100%
No customer issue was presented or addressed in the transcript.
R2Not ApplicableDiagnostic thoroughnessconf 100%
No troubleshooting steps were performed; the call did not progress beyond the greeting.
R3Not ApplicableCorrect resolution pathconf 100%
No product, warranty status, or resolution path was discussed.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 100%
No diagnostic process was initiated; no symptoms were identified.
No tools or resources were used during the brief interaction.
T3MetNo misinformationconf 100%
The transcript shows 'support.linksis.com'. Per the ASR / Accent Normalization Reference, this is a confirmed Voxtral hallucination of 'support.linksys.com', so it is not a technical error by the agent.
Communication
C1Partially MetClear & professional languageconf 85%
Agent set a basic expectation: 'Please have your serial number ready and stay on the line for assistance,' but provided no framing of process or timeline.
C2MetConfirmed understandingconf 90%
Language used was simple and accessible; no technical jargon was introduced unnecessarily.
Customer Ownership
O1Not ApplicableOwnership & empathyconf 100%
No ownership actions such as transfers or commitments occurred.
O2Not MetProactive follow-throughconf 90%
Agent suggested visiting 'support.linksis.com', an incorrect URL — this is not a valid next step and misdirects the customer, even if the error originated as an ASR artifact.
No customer emotion or frustration was expressed or addressed.
X2Not ApplicableTone & rapportconf 100%
No adaptation to customer tone or pace was possible given no customer input.
X3Not ApplicableOverall experienceconf 100%
No customer effort was required or reduced during this pre-contact phase.
Call Transcript1 turns · 1 lines
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. [ silence ]