⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent completely avoided addressing any technical support issue and instead conducted an unrelated educational session, failing to engage with the customer's presumed intent for support.
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 failed to recognize or respond to a potential support request, instead conducting an off-topic discussion about email and social media. No troubleshooting, diagnosis, or resolution path was attempted. The interaction reflects a complete deviation from support protocols, resulting in no value delivered to the customer.
V1 Case Analysis
Off-topic call; no Linksys product or issue identified; agent did not respond or provide support.
Troubleshooting Steps
None recorded.
Key Observations
Agent never acknowledged the call or greeted the customer despite the call being connected for several minutes.
No Linksys product, model, or technical issue was mentioned or identified throughout the entire call.
The customer's dialogue was entirely unrelated to technical support, focusing on classroom instruction and visitor coordination.
No support protocol was followed - no case creation, no information collection, no troubleshooting initiated.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to greet the customer or acknowledge the call in any way.
Did not attempt to identify if the customer had a technical issue or needed support.
Did not follow any Linksys support protocol including case creation or basic troubleshooting steps.
Allowed the call to proceed without redirecting to a valid support context or ending professionally.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
No customer issue was identified or resolved; the conversation was unrelated to technical support.
R2Not MetDiagnostic thoroughnessconf 99%
No troubleshooting steps were taken; the agent discussed a class on ethics instead of diagnosing a problem.
R3Not MetCorrect resolution pathconf 99%
Agent did not assess product, warranty, or issue type; no resolution path was selected or attempted.
Technical Accuracy
T1Not MetTechnically accurate infoconf 99%
No diagnostic process followed; agent failed to identify symptoms or ask relevant questions.
Agent displayed no empathy or professionalism toward a customer seeking support.
X2Not MetTone & rapportconf 97%
Agent did not adapt to customer tone or emotional state; remained in teaching mode throughout.
X3Not MetOverall experienceconf 97%
Agent increased customer effort by providing irrelevant content and failing to address any actual need.
Call Transcript2 turns · 4 lines
Speaker 2
Welcome to LinX. this 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.linksus.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about you. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
[silence] Good afternoon class. Thank you. Good afternoon. And I welcome Okay. Today we are going to discuss eh shared information ethics. You're welcome. okay. Eh, you can open your internet and your devices because we want to discuss eh how to open your email two times. The first one here I'll tell you if you want to use yourself I'll tell you how to build it. You know how to build it. Facebook is a third party since I don't know if this is also a third party because your account has been hacked 619. But you must teach your side. Oh, who is there? Yes I tell you and I don't know how to send you. Yeah? this this is this this is the what this or is this our students? Yes, they are students and now they for time. Yeah. short video? Yeah. It's short. Okay. okay yeah higed it's a a Hi this is Edie installing owner, how are you I'm good okay so you are you um I know the daughter said that uh one of her friends or someone will be coming to visit is are you the one she brought to the home initially or you Okay, so it'll be just you or is there more is there more friends I don't see just me Okay okay one one one Uh Oh okay okay no that's okay I just wanted to make sure that it's you know be able to see in different people So I know who my staff are letting in the house That's why I'm asking Okay do you have any questions