⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
TechnicalN/A
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall57.1% (+21.1)
V2 Grader Summary
The call consisted only of an automated welcome message followed by a garbled customer utterance cut off at the start. No agent interaction occurred, and no issue was presented for resolution. All ratings reflect that the interaction did not progress beyond system initialization. The automated message met baseline communication and customer experience standards, but no technical or ownership actions were possible.
V1 Case Analysis
Customer reported a Linksys device plugged into router incorrectly. No troubleshooting performed.
Troubleshooting Steps
None recorded.
Key Observations
Agent did not acknowledge or respond to the customer's reported problem at [00:00].
No troubleshooting steps, diagnostic questions, or model/serial verification was attempted.
Call ended after the initial greeting with only a generic request for a serial number.
Positive Highlights
Provided the correct Linksys support website URL (support.linksys.com) in the greeting message.
Delivered the standard compliance and support eligibility notice as required.
Agent Errors / Gaps
Failed to engage with the customer's issue after they clearly described a hardware topology problem.
Did not collect or confirm product model number despite it being critical for diagnosing incorrect device placement.
Provided no troubleshooting, guidance, or next-step information.
Allowed the call to end without establishing a support path or validating the customer's environment.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent only gave a generic welcome; no resolution was provided.
R2Not MetDiagnostic thoroughnessconf 99%
No troubleshooting steps were taken or documented.
R3Not MetCorrect resolution pathconf 99%
No determination of warranty status or appropriate path was made.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 98%
No diagnostic process was possible — the customer’s garbled statement was not directed at the agent.
No escalation occurred and none was warranted — no issue was presented.
E2Not ApplicableEscalation prep & handoffconf 99%
No escalation was performed, and none was warranted due to lack of customer engagement.
Customer Experience
X1MetCustomer effort minimisedconf 97%
The automated greeting maintained a professional, courteous tone and set a service-oriented expectation.
X2MetTone & rapportconf 96%
The message was delivered at a standard pace and tone suitable for broad customer adaptation.
X3MetOverall experienceconf 97%
The system reduced effort by providing immediate self-help URL and clear next steps without requiring input.
Call Transcript2 turns · 2 lines
Speaker 1
Welcome to. I'm calling this Linksys. Call what. The system that's Linksys because they said it's plugged into their router, which it shouldn't be, which it is. I see it right there plugged into their router.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.