⚠ 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: Avoidance/Evasion – agent failed to engage, provide any troubleshooting, or address the customer's needs.
V1 Rubric Scores
Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
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 interaction consisted only of an automated greeting followed by prolonged silence and filler words, with no troubleshooting, guidance, empathy, or resolution. The agent avoided providing assistance, resulting in an unresolved outcome and a critical avoidance/evasion failure.
V1 Case Analysis
No live agent interaction; call ended without issue identification or support.
Troubleshooting Steps
None recorded.
Key Observations
No live agent interaction occurred after the automated greeting.
Customer utterances were brief and unintelligible, with no agent attempt to clarify or engage.
No product model, serial number, or warranty status discussed.
No troubleshooting steps, guidance, or escalation offered.
Call ended without closure, recap, or follow-up plan.
Positive Highlights
None recorded.
Agent Errors / Gaps
Complete absence of live agent interaction; no support provided.
Failed to collect any customer or product information.
Did not acknowledge or respond to customer utterances.
Provided no troubleshooting, guidance, or next-step support.
Call ended without operational closure or follow-up mechanism.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 100%
Call ended without any resolution or outcome; agent never addressed a problem.
R2Not MetDiagnostic thoroughnessconf 100%
No diagnostic steps were taken; the transcript shows only silence and filler words.
R3Not MetCorrect resolution pathconf 100%
Agent never selected or explained any resolution path for the customer.
Technical Accuracy
T1Not MetTechnically accurate infoconf 100%
No symptom identification, questioning, or logical troubleshooting was performed.
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 100%
No empathy, professionalism, or patience demonstrated; agent remained silent.
X2Not MetTone & rapportconf 100%
Agent did not adapt tone or engage with the customer’s emotional state.
X3Not MetOverall experienceconf 100%
Agent added unnecessary friction by providing no assistance, forcing the customer to repeat or seek help elsewhere.
Call Transcript2 turns · 6 lines
Speaker 2
Welcome to Linksys Support. During our interaction 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, paid support may be available depending on your issue. 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
All right. [silence] [silence] Thank you. All right, so again, the last is the Oh, oh, oh, oh, oh, oh, oh, oh, oh.