⚠ 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 agent delivered only a generic opening script, provided an incorrect registration URL (register.linkssus.com), and failed to respond to the customer’s input. No troubleshooting, ownership, empathy, or resolution was attempted, resulting in complete abandonment of the interaction. This meets the 'Call Abandonment' auto-zero criterion.
V1 Case Analysis
No support interaction occurred. Automated greeting provided incorrect registration URL (register.linkssus.com).
Troubleshooting Steps
None recorded.
Key Observations
Automated greeting provided an invalid registration URL: 'register.linkssus.com' (correct domain is register.linksys.com per KB). This is a critical accuracy error.
No agent engagement occurred despite customer remarks at [02:00] and [05:00].
Customer statements were off-topic and unrelated to technical support, but no attempt was made to redirect or close the call professionally.
No collection of product, contact, or issue information occurred.
Positive Highlights
None recorded.
Agent Errors / Gaps
Provided incorrect registration URL: register.linkssus.com instead of register.linksys.com — violates ACCURACY and PROTOCOL per KB.
Failed to engage with the customer after off-topic remarks — no attempt to clarify, redirect, or close the call professionally (PROTOCOL failure).
No case management actions performed (e.g., case creation, documentation).
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Call ends with no resolution or outcome; agent never addresses any issue beyond generic script and incorrect URL.
R2Not MetDiagnostic thoroughnessconf 98%
No diagnostic questions or troubleshooting steps were performed; agent only delivered opening script.
R3Not MetCorrect resolution pathconf 97%
Agent never determined product status or selected a resolution path; no effort to assess warranty or issue type.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
No symptom identification or logical diagnostic process was evident; agent only played an automated/opening script.
No empathy or professionalism demonstrated; agent remained silent after script and did not acknowledge customer input.
X2Not MetTone & rapportconf 95%
Agent did not adjust tone or engage with the customer's statements; no effort to match pace or maintain engagement.
X3Not MetOverall experienceconf 95%
Customer was left to repeat or clarify without any assistance, creating unnecessary effort due to agent inaction.
Call Transcript2 turns · 3 lines
Speaker 2
welcome to linkss/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.linkssus.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 your service options, press 2. 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.
00:00
Speaker 1
So, we must go. Now. [silence] When they might be sexual.