⚠ 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
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
ResolutionN/A
TechnicalN/A
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall94.6% (+58.6)
V2 Grader Summary
The transcript consists solely of the initial automated greeting with no customer interaction. All 'Not Applicable' ratings are justified due to lack of engagement. X1 is revised to Partially Met because while empathy was absent, it was not yet contextually required. C2, O2, and X3 are rated Met as the greeting was clear, directive, and low-effort. No auto-zero is warranted — this is an incomplete interaction, not a failure.
V1 Case Analysis
Customer unresponsive after initial greeting; no device info collected; call ended without resolution or follow-up.
Troubleshooting Steps
None recorded.
Key Observations
Agent followed correct initial greeting protocol per KB (universal_support_contacts.md).
No attempt to re-engage silent customer or verify presence after initial request.
Call ended without collecting essential product details or offering any support path.
Positive Highlights
Correct initial greeting and instruction to have serial number ready (aligned with universal_support_contacts.md).
Agent Errors / Gaps
Failed to verify customer presence after silence (violated Angry Customer Protocol in universal_escalation_guide.md).
Did not provide self-help resources or alternative contact methods when customer was unresponsive.
Abandoned call without establishing next steps or closure path (contradicts PROTOCOL expectations in KB).
V2 Indicator Ratings
Resolution
R1Not ApplicableIssue actually resolvedconf 100%
No customer issue was presented in the transcript; the interaction did not progress beyond the initial greeting.
R2Not ApplicableDiagnostic thoroughnessconf 100%
The call contains only the automated greeting; no troubleshooting was initiated or possible.
R3Not ApplicableCorrect resolution pathconf 100%
No product, warranty status, or support path could be determined because the customer did not speak.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 100%
No symptoms were identified or diagnostic questions asked; the agent did not engage with a customer issue.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Partially MetCustomer effort minimisedconf 90%
The greeting was professional but entirely scripted; no personalized empathy was expressed, though none was yet possible given lack of customer input.
X2MetTone & rapportconf 85%
The agent used a neutral, standard tone appropriate for an open-ended inbound call where customer tone is unknown.
X3MetOverall experienceconf 90%
The greeting minimized effort by clearly stating what the customer should do next (have serial ready, stay on line).
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to 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-help options available. Please have your serial number ready and stay on the line for assistance. [silence]