⚠ 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
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 did not respond to the customer after the automated greeting, resulting in complete non-engagement. No troubleshooting, communication, or resolution attempt occurred. This constitutes a clear case of call abandonment, warranting auto-zero under critical failure A.
V1 Case Analysis
No issue identified; agent provided only generic greeting and did not collect any device or customer information. Call ended without resolution.
Troubleshooting Steps
None recorded.
Key Observations
Agent never asked the customer what the problem was or why they called.
No product model, serial number, or warranty information was collected, despite the welcome script prompting for it.
No troubleshooting, escalation, or self-help guidance was provided.
Call ended without any operational closure or next-step recommendation.
The welcome script's technical instructions (e.g., 'have your serial number ready') were not acted upon or followed up.
Positive Highlights
Polite and professional greeting.
Agent Errors / Gaps
Failed to identify or confirm the customer's issue or intent for calling.
Did not collect required case fields (model, serial, contact info) despite prompting the customer to have them ready.
Provided no troubleshooting, escalation path, or self-help resources.
Did not set any clear next steps or closure, leaving the call abandoned.
Did not follow up on the welcome script's instructions, resulting in no actionable outcome.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 100%
No resolution or outcome was achieved; the agent did not engage with the customer to address any issue.
R2Not MetDiagnostic thoroughnessconf 100%
No troubleshooting steps were initiated; the agent failed to ask any diagnostic questions or perform investigation.
R3Not MetCorrect resolution pathconf 100%
No resolution path was selected or offered, including RMA, escalation, or self-help guidance.
Technical Accuracy
T1Not MetTechnically accurate infoconf 100%
No diagnostic process was applied; no symptoms were identified or explored.
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 100%
Agent showed no empathy, professionalism, or patience, as there was no interaction.
X2Not MetTone & rapportconf 100%
Agent did not adapt to customer tone or emotional state due to non-engagement.
X3Not MetOverall experienceconf 100%
Customer effort was not reduced; agent provided no assistance or simplification.
Call Transcript3 turns · 4 lines
Speaker 1
Thanks for watching.
00:00
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue.
00:00
Speaker 1
I don't have many experiences at all I think I remember. Let me see. [silence] That was too funny. Okay. Good morning.