⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by prematurely redirecting to ISP without performing required troubleshooting steps, effectively evading the support obligation.
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
Technical2.81/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)
V2 Grader Summary
The agent failed to conduct basic troubleshooting, misdiagnosed the issue as ISP-related without evidence, and redirected the customer without resolution. Communication was poor, empathy absent, and ownership not demonstrated. The call constitutes avoidance of support duties, triggering an auto-zero for evasion.
V1 Case Analysis
Troubleshooting Steps
None recorded.
Key Observations
None recorded.
Positive Highlights
None recorded.
Agent Errors / Gaps
None recorded.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Agent redirected customer to ISP without resolving the connectivity issue or confirming it was ISP-related; no resolution achieved for the reported problem.
R2Not MetDiagnostic thoroughnessconf 90%
Only asked about LED status and suggested a speed test; skipped essential steps like checking router admin interface, rebooting system, or testing wired connection.
R3Not MetCorrect resolution pathconf 85%
Assumed modem was at fault without verifying via direct modem test; failed to follow proper diagnostic path of isolating issue before redirecting to ISP.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 80%
Identified symptom (poor connectivity) and asked about router LED, but did not ask targeted questions to isolate source (e.g., wired vs wireless, single device vs all).
Did not use any tools (e.g., local admin access, speed test verification, WAN port check) to gather evidence; relied solely on customer description of lights.
T3MetNo misinformationconf 95%
Correctly stated that Community Fiber manages their own hardware; ISP-provisioned modems are out of Linksys support scope.
Communication
C1Not MetClear & professional languageconf 90%
Repeatedly interrupted and asked for name/email/serial without structure; failed to frame interaction or maintain control during customer frustration.
C2Not MetConfirmed understandingconf 90%
Used unclear terms like 'linksiness nodes' and 'tall one/flat one'; did not adapt language or confirm understanding with a clearly distressed customer.
Customer Ownership
O1Not MetOwnership & empathyconf 95%
Abdicated responsibility by directing customer to ISP without completing basic troubleshooting on the Linksys device; no ownership demonstrated.
O2Not MetProactive follow-throughconf 90%
Provided no clear next steps, timeline, or follow-up plan; simply told customer to call Community Fiber with no guidance on what to ask.
O3Not ApplicableClosure confirmationconf 100%
No prior case history indicated; confirmed first contact with no handoff.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 85%
Failed to escalate despite unresolved issue; decision to redirect to ISP was premature and not based on completed diagnostics, making it an inappropriate non-escalation.
No escalation occurred, and due to lack of proper L1 work, escalation was warranted but not executed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
No acknowledgment of customer's frustration or repeated efforts; responded with procedural questions instead of empathy.
X2Not MetTone & rapportconf 90%
Tone was dismissive and rushed; did not adjust pace or style to match customer’s emotional state or confusion.
X3Not MetOverall experienceconf 95%
Customer had to repeat name, email, and serial number multiple times; agent failed to capture or use information efficiently.
Call Transcript10 turns · 12 lines
Speaker 1
Hi, my name is Judith, I'm calling from London. I have got my lacy and it's really acting up and it's been like this since yes the night. Yeah is just, the connection is not really good at all and nothing I I've tried almost everything. I mean I've been doing this since morning. Nothing seems to work. Yes, wireless number
00:00
Speaker 2
Welcome to Linksys support to assure quality service your call may be monitored. please remain on the line for assistance. Hi, thank you for calling Linksys. This is Joy. How can I help you today? [ silence ] All right. Do you have the serial number of the Linksys device? My name is Yanis.
00:00
Speaker 1
04536 I'm sorry, what? yeah it's just one Judith, J-U-D-I-T-H Oscar Bravo, Echo November, Golf, yeah last name is Eee Eko, Bravo oh gosh sorry Oscar Bravo, Echo November, Golf this is really frustrating I haven't worked all that
02:00
Speaker 2
Okay, got that. How many links do you have in units do you have for the system? So how many linksiness nodes, or Linksys towers, only one. May have your first and last name again, please? Like, come on, I think I can, you can repeat it, please, [silence]
02:00
Speaker 1
email address is uh Golf Yankee no golf which one did I even use let's have a look uh sorry okay so it is I'm over this one I'm not sure so it is Golf echo merry India Julia uniform Delta Yankee at gmail.com think that's it's just it's just connectivity so you know i've got that tall one and i've got that little flat one does it make sense? i have honestly i've i've done a reset i've done a feedback it's it's just the other one which is the flat one it's got like a blinking yellow
03:00
Speaker 2
Okay, so, uh, right now what is the light of your router? Is it solid blue but the internet is low or is it dropping? Like, um, Have you tried to, um, like, run a speed test,
04:00
Speaker 1
I don't know what that is probably the modem. I thought that's what I called. Is that not community Open Faith? Okay. So the tool won is actually okay. The tool one is solid blue. So it's just the modem that's messing up now.
05:00
Speaker 2
Oh, like the modem, like the block, uh the black box. [silence] Okay, I see. So um, for this one, if you have like problem with the modem, if you have like observed with the changes of its light, if it's unusual, you need to call community fiber for that. Since they are the one who will troubleshoot the modem. We are just um troubleshooting the Linksys router, but in terms of the modem connectivity, you need to call community fiber instead. [silence] Uh this is yes. [silence] You have to call community fiber to verify also.
05:00
Speaker 1
Okay. All right. I'll give them a call later. No worries. Bye.