⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion – the agent never responded to the customer's statements or attempted any troubleshooting, effectively evading the issue.
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 delivered only a pre-recorded greeting and failed to engage with the customer’s input or initiate any support interaction. No diagnostics, guidance, or resolution path was provided, resulting in complete abandonment of the support obligation. All primary indicators are Not Met, confirming an unresolved outcome and a critical Avoidance/Evasion failure.
V1 Case Analysis
Customer made unrelated comments; no issue identified; no troubleshooting performed; no agent engagement.
Troubleshooting Steps
None recorded.
Key Observations
Agent never responded to customer's remarks after the automated greeting.
No product, model, serial number, or warranty information was collected or discussed.
No troubleshooting steps, technical guidance, or support resources were provided.
Call ended without any operational closure or next steps.
Positive Highlights
None recorded.
Agent Errors / Gaps
Complete failure to engage the customer after the automated greeting.
No attempt to identify the customer's issue or need.
No collection of required case information (product, model, serial, warranty).
No troubleshooting or guidance provided despite customer clearly waiting for assistance.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
No issue was identified or resolved; the call ended without any outcome.
R2Not MetDiagnostic thoroughnessconf 97%
Agent never asked diagnostic questions or performed any troubleshooting steps.
R3Not MetCorrect resolution pathconf 96%
No resolution path (escalation, RMA, best-effort troubleshooting) was selected or attempted.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
No logical diagnostic process was applied; the agent did not gather symptoms or ask relevant questions.
No escalation was performed and none was warranted given the lack of a defined issue.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
Agent displayed no empathy or professionalism; the call ended without any acknowledgment of the customer's statements.
X2Not MetTone & rapportconf 96%
Agent did not adjust tone, pace, or emotional response to the customer.
X3Not MetOverall experienceconf 96%
Customer effort was not reduced; the agent never engaged to simplify or resolve the issue.
Call Transcript2 turns · 3 lines
Speaker 2
Welcome to Linksys 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.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
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Speaker 1
of the same damn film selling selling with you yeah well think of earlier I'd be nice thank you dear Okay. I mean it's pretty but the 10th time I heard it is enough.