⚠ 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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)
V2 Grader Summary
The transcript is a scripted monologue that never identifies a customer problem, performs any troubleshooting, or provides a resolution. No diagnostic process, tool usage, empathy, or ownership is demonstrated, resulting in an unresolved outcome. Technical inaccuracies (e.g., 'editing your chroboords') and lack of engagement confirm the failure across all dimensions.
V1 Case Analysis
Agent delivered hallucinated, non-functional instructions for adding a mesh node; no valid resolution or next step provided.
Troubleshooting Steps
Provided hallucinated URLs and app names.
Recited incoherent, non-KB-aligned instructions.
Key Observations
Agent used hallucinated support URLs: 'support.lyncyst.com' and 'lynxys.com' [00:00].
Referred to a non-existent app called 'Lyxus' [05:00].
Provided meaningless instructions: 'tap the Direct Series actual', 'tap the density flag' [04:00–05:00].
No collection of product model, serial number, or warranty status.
No verification of any step or outcome.
Positive Highlights
None recorded.
Agent Errors / Gaps
Provided hallucinated and incorrect support URLs (support.lyncyst.com, lynxys.com).
Referred to a non-existent mobile app ('Lyxus').
Failed to ask for or confirm the customer's router model/serial number.
Delivered incoherent, non-KB-aligned instructions that could not resolve the issue.
Did not verify whether the customer could complete any steps or whether the issue was resolved.
Failed to establish any valid next step, escalation path, or self-help resource.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
The transcript contains no customer issue to resolve; it is a monologue describing a setup process without interaction, confirmation, or outcome validation.
R2Not MetDiagnostic thoroughnessconf 98%
No diagnostic questions or step‑by‑step troubleshooting are performed; the agent delivers a scripted monologue without meaningful troubleshooting.
R3Not MetCorrect resolution pathconf 97%
The agent never determines product status, warranty, or selects a proper resolution path; delivers a generic script regardless of context.
Technical Accuracy
T1Not MetTechnically accurate infoconf 99%
No identification of symptoms, no questions asked, and no root‑cause analysis; the agent does not apply a diagnostic process.
No tools (remote session, admin UI, logs) are referenced or needed because no troubleshooting occurs; tool use cannot be assessed.
T3Not MetNo misinformationconf 97%
The script includes inaccurate or nonsensical instructions (e.g., 'DFS feature must be turned off before editing your chroboords'), which are not valid technical guidance.
Communication
C1Not MetClear & professional languageconf 98%
The agent never frames the interaction, sets expectations, or manages call flow; it is a one‑way monologue with no call control.
C2Not MetConfirmed understandingconf 97%
No attempt is made to match the customer's knowledge level or to check understanding; tone is robotic and generic.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
The agent does not take ownership of a problem, nor does it avoid unnecessary transfers (none occur); no ownership demonstrated.
O2Not MetProactive follow-throughconf 97%
No concrete next steps, timelines, or follow‑up commitments are given for a specific customer issue; the call ends without resolution or forward path.
O3Not ApplicableClosure confirmationconf 95%
There is no prior case history to maintain continuity; this is the only interaction shown.
No escalation is performed and none appears warranted in the transcript; no customer issue is presented to escalate.
E2Not ApplicableEscalation prep & handoffconf 96%
No escalation occurs, so execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 98%
The agent offers no empathy, apology, or acknowledgment of customer frustration; tone is impersonal and automated.
X2Not MetTone & rapportconf 97%
Tone and pacing are not adjusted to any customer cues; the script is generic and robotic with no adaptation.
X3Not MetOverall experienceconf 97%
The call adds unnecessary complexity and does not reduce effort; the customer is never asked for information or guided efficiently.
Call Transcript2 turns · 3 lines
Speaker 2
[silence] Welcome to Lynx this support. [silence] To ensure quality service, your call may be monitored. [silence] Certain products will be supported, [silence] while end of support products [silence] will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, [silence] you may also visit support.lyncyst.com for more information about your product. [silence] We are currently experiencing higher than normal call volume, [silence] which may result to a longer wait time. [silence] We appreciate your patience. [silence] You can also visit our website [silence] at lynxys.com [silence] or our chat support to serve a live chat. [silence] We apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
Another Linksys mesh router as a self-assembled will allow you to expand your network requirements and again. Before you begin, make sure you have the router on parent mode connected to your modem or gateway with an active internet connection. You have a Linksys server account. The latest version of the Linksys app installed on your mobile device. If the router on parent mode is the Linksys MR9600, the DFS feature must be turned off before editing your chroboords. You will also receive a prompt to first turn off the DFS in the Wi-Fi settings section. Follow these instructions to learn how to add another Linksys mesh router to your network. You just tap the Direct Series actual. Tap the density flag to be talking exactly. Tap on add another node to XX XX XX XX XX XX. [silence] To finish this process tap yes to automatically turn on Bluetooth. For IOS devices you may need to turn on Bluetooth manually. The Lyxus app will guide you on how to place your router. Tap next. Plug your router into a power source. Tap next and we'll search for your router. This can take up to two minutes. Make sure the light inside this front panel is blinking purple. Tap yes if it's blinking purple. The Lyxus app will start adding your router to the network. This can take up to three minutes. Once the Lyxus app has added your router and check connection, you may notify you if the router [silence]