⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent failed to perform basic troubleshooting, provided inaccurate information, and disengaged from resolving the issue despite clear customer need.
V1 Rubric Scores
Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)
V2 Grader Summary
The agent failed to conduct any meaningful troubleshooting, provided factually incorrect information, and showed no ownership or empathy. The call lacked diagnostic progression, tool use, or escalation, resulting in a complete failure to resolve the customer's internet connectivity issue across multiple devices.
V1 Case Analysis
Chromebook connected to Wi-Fi but no internet; agent asked to verify connection repeatedly, no troubleshooting performed, no resolution.
Troubleshooting Steps
Asked customer to remove Ethernet cable from router
Asked customer to verify Chromebook is connected to the Linksys Wi-Fi network
Key Observations
Agent did not check modem/ONT or WAN status despite internet outage symptom.
No model/serial number collected, which is critical for troubleshooting.
Customer mentioned phone switching between 'lynx system' and T-Mobile, indicating possible SSID misidentification or signal instability, but this was ignored.
No power-cycle or reset procedures were attempted.
Positive Highlights
Agent maintained a polite tone throughout the call.
Attempted to confirm physical setup by asking to remove Ethernet cable.
Agent Errors / Gaps
Failed to collect product model and serial number.
Did not follow standard troubleshooting flow: skipped modem/ONT check, WAN status verification, and power-cycle.
Repeated the same question multiple times without advancing the call.
Ignored customer's report about phone disconnecting from 'lynx system', missing a potential Wi-Fi stability issue.
Provided no actionable steps beyond basic connection verification.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
No resolution was achieved; the agent did not restore internet access or confirm connectivity on either the Chromebook or phone.
R2Not MetDiagnostic thoroughnessconf 97%
Agent only repeated 'is it connected?' without diagnostic steps like checking router lights, accessing admin page, or testing other devices.
R3Not MetCorrect resolution pathconf 96%
No determination of product status or support path; no troubleshooting steps suggested despite clear connectivity issue.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent failed to identify root cause (e.g., ISP issue, router misconfiguration, DHCP failure); no diagnostic questions asked beyond basic connection status.
No use of tools such as router login (192.168.1.1), ping test, or checking WAN status — all relevant for internet outage.
T3Not MetNo misinformationconf 98%
Agent incorrectly stated the Chromebook 'shows it has an internet' while customer reported no internet — contradicts observed symptom.
Communication
C1Not MetClear & professional languageconf 97%
Agent lost call control, repeated 'I'm here, ma'am' and the same question, failing to guide the interaction forward.
C2Not MetConfirmed understandingconf 96%
Used vague language ('um', 'I mean') and did not adapt to customer’s clear frustration about phone switching networks.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent showed no ownership — offered no plan, follow-up, or escalation, leaving customer to manage the problem.
O2Not MetProactive follow-throughconf 98%
No next steps, timelines, or commitments were established for resolving the issue.
O3Not ApplicableClosure confirmationconf 95%
No prior case history or handoff occurred; this appears to be the first contact.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 96%
Agent did not escalate despite being unable to resolve a persistent internet connectivity issue affecting multiple devices.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation was performed, and none was documented as necessary in the transcript.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
No empathy expressed; agent ignored customer’s frustration about phone repeatedly disconnecting from Wi-Fi.
X2Not MetTone & rapportconf 96%
Agent used a flat, repetitive tone without adjusting pace or style to customer’s evident confusion and frustration.
X3Not MetOverall experienceconf 97%
Customer had to repeat information; agent added no value, increasing effort without progress.
Call Transcript2 turns · 4 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to our Linksys specialist. uh-huh. Hello, Ms. Carol. Okay, so have you removed it already, the Eternat cable from the Linksys router? All right. Now, um, can you connect the, um, I mean your Chromebook to the Linksys, um, Wi-Fi? Yes, I connected. Though it doesn't have any Internet as of the moment. Let us just make sure that it is connected on that network. Uh-huh. Okay. I'm here, ma'am. I'm here, ma'am. Hello? Hello. Miss Carol? okay so did you remove it already? Okay now please make sure that the um the Chromebook is connected to the linksys a routers Wi-Fi. No internet, but I, but in your Chrome book, Ms. Carol, it's connected to the linksys and it shows it has an internet.
00:00
Speaker 2
It is connected to the lynx system but it shows that it does have Wi-Fi Yep. Which is interesting because the phone keeps flipping off of lynx system back to T-mobile automatically. I don't understand that. Every time I check the phone, it's flip back to T-mobile and I change it to the lynx system, and next time I look at it's flip back.