⚠ 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.
V1 Rubric Scores
Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5
V2 Rubric Scores
Resolution1.56/5
Technical2.81/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall22.9% (-9.1)
V2 Grader Summary
The agent provided technically accurate initial guidance by recommending a direct modem connection per universal_isp_modem_diagnostics.md. However, the interaction failed to achieve resolution or demonstrate ownership, as the agent left a voicemail/monologue directing the customer to perform all steps independently and call back.
V1 Case Analysis
Customer reports no internet. Agent suggested direct modem test, power-cycling, and contacting ISP, but provided no structured troubleshooting, failed to collect model/serial, and ended with a vague 'call us back' without verification. No resolution achieved.
Troubleshooting Steps
Suggested connecting a desktop PC directly to the Spectrum modem.
Advised checking the 'pulse line' and performing a 24-hour power cycle on modem and router.
Recommended restarting all devices and reconnecting to Wi-Fi.
Instructed customer to contact ISP for outage verification.
Key Observations
Agent failed to collect any identifying information (model, serial, firmware) despite it being critical for troubleshooting (transcript [01:00]-[03:00]).
No verification of customer access to router web interface or admin credentials, which is a prerequisite for most remediation steps.
Advice to perform a '24-hour power cycle' is not supported by any KB and is operationally absurd — likely a misstatement or hallucination.
Call lacked structure: no restatement of issue, no step-by-step validation, no confirmation of understanding.
Ended with no clear recap, no scheduled follow-up, and no documentation of next steps — customer left with 'call us back' as the only instruction.
Agent did not acknowledge customer frustration or provide empathetic communication.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to collect product model, serial number, or firmware version (critical protocol failure).
Did not verify customer's ability to access router web interface or knowledge of admin password.
Provided no structured troubleshooting flow — jumped between ISP, hardware, and vague reconfiguration without isolating the issue.
Gave technically unsound advice: '24-hour power cycle' has no basis in KB and is not a valid troubleshooting step.
Misused terminology: 'pulse line' is not a standard networking term and may confuse the customer.
Failed to control the call — allowed it to end without confirming understanding or setting a clear next step.
Provided no operational closure — 'call us back' is not a valid resolution path.
Lacked empathy and professional tone — communication was robotic and dismissive.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent ends with 'call us back again' rather than resolving or confirming resolution; no outcome was achieved during the interaction.
R2Partially MetDiagnostic thoroughnessconf 95%
Agent correctly advised connecting directly to the modem to isolate ISP vs. router issues, which aligns with KB universal_isp_modem_diagnostics.md Step 1; however, no further structured troubleshooting was conducted or guided.
R3Partially MetCorrect resolution pathconf 93%
Agent suggested a valid initial diagnostic path (modem test) and power cycle, consistent with best-effort troubleshooting, but failed to determine product status or continue ownership beyond 'call back'.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 94%
Agent identified the symptom (no internet) and proposed a logical first step (direct modem test) per universal_isp_modem_diagnostics.md, but asked no diagnostic questions or explored root cause beyond ISP-side issues.
The agent recommended a wired test to the modem, but failed to use any available tools or resources (remote session, router UI, or specific speed test sites) to verify the connection, which is required for a complete diagnostic process per KB.
T3MetNo misinformationconf 96%
Advice to connect directly to the modem to verify ISP functionality is technically accurate per universal_isp_modem_diagnostics.md Step 1; power cycling and contacting ISP are valid next steps if modem test fails.
Communication
C1Not MetClear & professional languageconf 97%
No clear agenda, transitions, or call control; agent delivered a monologue without managing interaction flow or customer engagement.
C2Not MetConfirmed understandingconf 96%
Communication was generic and scripted; no adaptation to customer’s level or confirmation of understanding was attempted.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent did not own the case, directing customer to 'call us back' instead of continuing resolution efforts.
O2Not MetProactive follow-throughconf 97%
No specific next steps or timelines were set; 'call us back' is vague and lacks accountability.
O3Not ApplicableClosure confirmationconf 100%
No prior case history was referenced or observable; appears to be first contact.
No escalation took place, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
No empathy expressed; agent used a transactional tone without acknowledging customer frustration or effort.
X2Not MetTone & rapportconf 96%
Agent did not adapt to customer’s tone or pace; delivery remained a flat, unengaged script.
X3Not MetOverall experienceconf 96%
Customer burdened with multiple steps (test, power cycle, call ISP, call back) without agent-side actions or effort reduction.
Call Transcript5 turns · 7 lines
Speaker 1
This is linksist technical support calling dot this call is recorded for quality assurance. Please hold as we connect you to a links system specialist. Hello. [silence]
00:00
Speaker 2
Please. Please leave your message for. Mark Glen. [silence] To replay your message, press one. To continue recording, press two. To delete and rerecord your message, press three. For delivery options, press four. To send a fax, press six. To cancel this message, press star. To send this message now, press pound or hang up. [silence] To replay your message,
00:00
Speaker 1
Hello Mark, this is Ice from Links's tech support. I'm calling you with regards to your no internet connectivity issue. I want to inform you Mark that one way to verify if you still have your internet connection back is to connect a computer, a desktop computer directly to your spectrum modem. and by connecting it wired, you will know if you have really had an internet access because your computer connecting to the modem directly will not have the router. will tell you if you have have internet connection access. Now if that is working and you're realizing that your Wi-Fi isn't working, I'll be able to suggest you some ideas that you can do or some little few steps that you can have to do to have your wireless devices turned on.
01:00
Speaker 2
To end the message. Press one. To continue recording, press two. To delete and rerecord your message, press three. For delivery options, press four. Your message has been deleted. Please rerecord your message at the tone. After the beep, you may record your message. Beep. Beap beep. Beep. Your message will be erased in 15 seconds. Beep. After the beep, you may record your message. Your message will be erased in 15 seconds. Beep. Beep.
01:00
Speaker 1
[silence] check if those pulse line is the one that your internet is connected to so that you can raise that issue to your internet provider, and they could check on it and fix the damage on the pulse line or cable and if there's nothing, then you can observe 24 hours power cycle again, your modem and router, and also do a restart on all your devices and then reconnect them again to your Wi-Fi network name. And if it's still not connecting, then call us back again. Of course, call your internet service provider, check on them if there's any internet outage or any maintenance or fixed issue on them. If they said that there's no problem with the internet connection, then call us back again and we'll do some re-setting and reconfiguring on your router to set them up again. Alright? That is all. Do call us back. We look forward to assisting you. I