⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all technical engagement and problem-solving, deferring to internal pings without action.
V1 Rubric Scores
Resolution1.00/5
Accuracy4.00/5
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
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to perform any troubleshooting, provide technical guidance, or demonstrate ownership, instead deferring to unverified internal follow-up. With no empathy, clear next steps, or justification for escalation, the interaction represents a complete avoidance of support duties, resulting in an unresolved outcome.
V1 Case Analysis
Customer reports dead spots on MX6200 mesh; agent referenced existing L2 case but performed no troubleshooting, collected no serial/warranty, and offered no coverage improvement guidance despite KB support. Call ended on hold with no resolution path.
Troubleshooting Steps
None recorded.
Key Observations
Agent did not collect serial number or verify warranty status despite script prompting and relevance to support path.
No troubleshooting was performed for Wi-Fi dead spots, despite KB (`adjacent_wifi_coverage.md`, `universal_wifiman_diagnostics.md`) providing clear guidance on node placement, signal testing, and node addition.
Agent defaulted to internal case escalation without validating progress or offering interim support, even after customer expressed frustration with lack of follow-up.
Call ended with customer on indefinite hold and no confirmed next steps, creating a risk of abandonment.
Agent missed opportunity to provide self-help paths (e.g., WiFiMan app, node repositioning, 5-press pairing) after customer rejected case status.
Positive Highlights
Agent correctly identified the product as MX6200 and associated it with the Velop mesh family.
Attempted to locate an existing case using the customer’s phone number, showing awareness of case continuity.
Used a polite hold script and thanked the customer, maintaining minimal professionalism during hold.
Agent Errors / Gaps
Failed to collect product serial number or confirm warranty eligibility, a critical protocol miss for product-specific support.
Did not ask clarifying questions about current node placement, signal strength, or attempts already made, despite customer asking what to add to improve coverage.
Provided no troubleshooting guidance for dead-spot issue, despite KB (`adjacent_wifi_coverage.md`, `universal_wifiman_diagnostics.md`) supporting node placement, signal testing, and node addition steps.
Lacked empathy and clear communication about next steps; placed caller on hold without a defined timeline or confirmation of callback.
Failed to offer even basic self-help paths (e.g., WiFiMan app, node repositioning) after customer rejected case status.
Allowed call to end in limbo (on hold) without ensuring operational closure or confirmed follow-up, violating basic case management.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
No resolution or outcome was achieved — the agent did not offer a solution, perform troubleshooting, or confirm any path forward beyond internal pings.
R2Not MetDiagnostic thoroughnessconf 98%
Agent skipped all diagnostic steps (e.g., node placement, firmware, speed test) and did not attempt to advance the case technically.
R3Not MetCorrect resolution pathconf 95%
Agent failed to assess warranty status, product capabilities, or appropriate resolution path (e.g., adding nodes, repositioning, or escalation with justification).
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
Agent did not identify root cause or ask relevant diagnostic questions — only acknowledged the issue existed per prior case.
No tools (KB, remote diagnostics, logs) were used; agent relied solely on internal case reference without technical validation.
T3Not MetNo misinformationconf 98%
No technical guidance was provided — agent stated only that the case was 'under level 2' without explaining what that means or offering actionable advice.
Communication
C1Not MetClear & professional languageconf 97%
Agent placed customer on hold abruptly without clear framing, transition, or control — failed to manage call flow after customer expressed frustration.
C2Not MetConfirmed understandingconf 95%
Agent used scripted responses and did not adapt language, check understanding, or adjust to customer’s urgency and emotional state.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent attempted to transfer responsibility immediately without making a meaningful effort to resolve or assist, violating ownership principle.
O2Not MetProactive follow-throughconf 97%
Only vague timeline ('three to five minutes') was given with no clear owner, deliverable, or follow-up plan communicated.
O3Not MetClosure confirmationconf 95%
Agent referenced prior case but did not summarize findings, steps taken, or status — treated handoff as procedural rather than informational.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 97%
Escalation decision was not justified — agent escalated without completing L1 troubleshooting, despite the issue being within scope for initial support.
E2Not ApplicableEscalation prep & handoffconf 95%
No actual escalation occurred during the call; agent only promised to 'ping' others while placing customer on hold.
Customer Experience
X1Not MetCustomer effort minimisedconf 98%
Agent failed to acknowledge customer’s frustration over lack of callbacks or prolonged issue — no empathy expressed.
X2Not MetTone & rapportconf 96%
Agent maintained a detached, procedural tone despite customer’s visible irritation and desire for action.
X3Not MetOverall experienceconf 97%
Customer had to repeat the issue and was left waiting without progress, increasing effort instead of reducing it.
Call Transcript7 turns · 8 lines
Speaker 1
Dylan, I want to see if you could help me out with something with a system that I have here.
00:00
Speaker 2
Welcome to Lynx 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.lynx.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. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available, depending on the issue. Hi, thank you for calling Lynx's technical support. My name is Dylan. How can I help you today? [sound of machine beeping]
00:00
Speaker 1
Speaker 1: Sure. Well, my coverage, I have some dead spots in my home. And, um, I have, I think I have the MX 6200. I have three nodes in my home. Speaker 2: Uh, well, are you able to pull up my account with that? Speaker 3: Yeah. Speaker 1: Yeah. Speaker 3: [silence]
01:00
Speaker 2
Sure sir, do you mind providing me more information of the issue that you're having right now? I'll try to check if I can find any record here using your phone number, sir, just bear with me, but just to make sure I got your concern correctly. Um, you called in with regard to an intermittent connection. Mhm, I see, all right, sir, uh, checked here and it shows that your, um, your case is still the same the last time you reach out to us.
01:00
Speaker 1
Yeah, nobody has been calling me back on it. So I want to fine as solution for my problem that I have in where I'm in my office in my home and my signal goes in and out weak. I got to move to a certain part of the room to get good signal. So I want to know what should I add to my system to get that corrected? Okay, let, here, here's the- No, go on. I don't want to know nothing about the case. I don't want to, because nobody has called me back and it's gone a couple weeks now. So, I'm tired of all that, man.
02:00
Speaker 2
okay sir actually your case was already under the level 2 tax pocket. Well technically if the case is under the level 2, they should be handling the case from their end and it seems like hmm Yes sir. Yes sir. Yeah actually uh that's what I'm trying to inform you. The the previous uh level one technician who handled your case who did actually uh escalated your case, but as to why the case hasn't been updated yet, is um, it's not indicated or documented here. So, uh, I'll have to check this one with the team since it's already under the level two, um, technician. So, while ping the previous technician who handled their case and also will ping the level two tech regarding the case that is already handling your your case. Okay. Um, I'll try to check if we can call you right away, but let me just put you on hold, okay? I'll talk to the the technician since he's already on board. Okay, so let me just put you on hold for please three to five minutes. All right, sir, thank you so much. [silence]
02:00
Speaker 1
... Peter. Crumb there by that. The Perry doll. From the by the dining room chair where we were just.