⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
V1 Rubric Scores
Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5
V2 Rubric Scores
ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-66.0)
V2 Grader Summary
All three assessments agree that no transcript is available, making it impossible to evaluate any behavioral indicators. Without evidence of interaction, all indicators are Not Applicable with high confidence, and no critical failures can be observed. The resolution outcome is therefore Unresolved due to insufficient information.
V1 Case Analysis
Customer needed help separating 2.4GHz and 5GHz bands for smart home device compatibility. Agent provided general guidance on WiFi bands and device requirements.
Troubleshooting Steps
Explained differences between 2.4GHz and 5GHz bands
Confirmed most Linksys routers broadcast both bands under one SSID
Advised customer to check router settings for band separation options
Key Observations
Agent correctly identified that smart home devices typically need 2.4GHz band
Agent accurately explained the differences between WiFi bands
Agent did not collect router model information to provide specific guidance
No specific steps were provided for band separation due to unknown router model
Call ended with customer having general direction but no concrete action plan
Positive Highlights
Correctly explained WiFi band differences and device requirements
Confirmed Linksys router behavior accurately
Maintained professional and helpful tone throughout
Agent Errors / Gaps
Did not ask for router model number to provide specific guidance
Did not direct customer to specific KB articles for band separation procedures
Did not provide concrete steps for accessing router settings
V2 Indicator Ratings
Resolution
R1Not ApplicableIssue actually resolvedconf 100%
No transcript available to assess resolution outcome.
R2Not ApplicableDiagnostic thoroughnessconf 100%
No transcript available to assess troubleshooting progress.
R3Not ApplicableCorrect resolution pathconf 100%
No transcript available to assess path selection or warranty handling.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 100%
No transcript available to evaluate diagnostic questioning.