⚠ 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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp5.00/5
Overall26.1% (-3.9)
V2 Grader Summary
The agent greeted the caller, attempted to verify audio, warned about a pending call release, and then terminated the call after silence. No troubleshooting, diagnosis, or ownership was demonstrated, and the issue remained unresolved, with only a generic instruction to call back.
V1 Case Analysis
No customer response; call ended without issue identification. Incorrect URL provided initially.
Troubleshooting Steps
None recorded.
Key Observations
Agent provided an incorrect support URL 'support.Links.dot.com' at [00:00], which is not a valid Linksys domain and contradicts KB guidance.
Customer never responded, so no issue was identified or addressed.
No product model, serial number, or warranty status was collected or inferred.
Call ended without confirming whether assistance was needed or offering any self-help path beyond a generic website.
Positive Highlights
Polite greeting and professional tone throughout.
Clearly communicated intent to release the call due to inactivity at [05:00].
Offered to stay on the line for an additional 10 seconds before disconnecting.
Agent Errors / Gaps
Provided an invalid support URL 'support.Links.dot.com' at [00:00], which is factually incorrect and not a Linksys domain — this is a serious ACCURACY failure per KB.
Failed to verify or correct the incorrect URL before the customer could act on it.
Did not collect any product or customer information despite the call being a support request.
Released the call without establishing whether the customer needed help or was simply unable to respond verbally.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent released the call without resolving the issue: “I need to release this call… call us back using the same number you dialed.”
R2Not MetDiagnostic thoroughnessconf 98%
No diagnostic steps were taken; the agent simply asked if the customer could hear and then ended the call.
R3Not MetCorrect resolution pathconf 95%
No assessment of warranty, product status, or appropriate resolution path was performed.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
The agent did not identify symptoms, ask relevant questions, or pursue a logical diagnostic process.
No tools or resources were needed or used because the call ended before any troubleshooting could begin.
T3Not ApplicableNo misinformationconf 90%
The agent provided no technical information or recommendations.
Communication
C1Partially MetClear & professional languageconf 85%
Agent set a brief expectation (“I can stay on the line for 10 seconds more… I need to release this call”) but lost control when the customer did not respond.
C2Not ApplicableConfirmed understandingconf 90%
There was no substantive interaction with the customer to assess communication level.
Customer Ownership
O1Not MetOwnership & empathyconf 90%
Agent did not take ownership of the issue; the call was terminated without any attempt to resolve or gather information.
O2MetProactive follow-throughconf 85%
Agent gave a clear next step: “call us back using the same number you dialed.”
O3Not ApplicableClosure confirmationconf 90%
This was the first contact; no prior history or hand‑off was relevant.
No escalation was made and none was warranted given the lack of information.
E2Not ApplicableEscalation prep & handoffconf 90%
No escalation occurred.
Customer Experience
X1MetCustomer effort minimisedconf 85%
Agent remained polite and professional, ending with “Have a good one.”
X2Not ApplicableTone & rapportconf 90%
No observable adaptation to tone or emotional state because the customer never responded.
X3MetOverall experienceconf 85%
Agent gave a simple, single instruction to call back, avoiding additional steps or repetition.
Call Transcript1 turns · 2 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-hold options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Links.dot.com for more information about your product. Thank you for calling linksys. This is May I help you. Hello. Can you hear me? Is your your phone on mute? I can stay on the line for 10 seconds more. If I can't hear any response from your end, I need to release this call for me to take another call. [silence] Seems no one is responding from your end. I need to release this call. Now, just call us back using the same number you dialed. And for more product information, you can visit our website at support.linksys.com. Once again, it is just me. Have a good one.