⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent failed to engage with the customer's issue, provided no relevant support, and effectively abandoned the interaction without attempting resolution.
V1 Rubric Scores
Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent completely failed to perform any technical support function—no troubleshooting, no communication, no ownership, and no escalation. The only advice given was unrelated to networking ('turn the printer off and on'), and the customer became frustrated due to the lack of assistance. This constitutes a clear case of avoidance/evasion, triggering an auto-zero under the rubric.
V1 Case Analysis
Customer provided unintelligible info; agent gave generic printer restart advice; no resolution achieved.
Troubleshooting Steps
Advised customer to power‑cycle the printer and ensure paper was loaded.
Key Observations
Customer became verbally abusive and the agent did not acknowledge or de‑escalate.
Agent failed to collect any product model, serial number, or warranty information.
No structured troubleshooting was performed; the advice given was unrelated to any identified issue.
Positive Highlights
None recorded.
Agent Errors / Gaps
Did not follow standard protocol for gathering device details.
Provided no empathy or de‑escalation to the customer's hostility.
Did not attempt to clarify the customer's problem before offering advice.
Offered generic printer advice without confirming relevance or outcome.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 100%
No issue was identified or resolved; the agent provided no outcome such as troubleshooting, RMA, escalation, or education.
R2Not MetDiagnostic thoroughnessconf 100%
No diagnostic steps were performed; the agent did not assess symptoms, ask relevant questions, or conduct any meaningful troubleshooting.
R3Not MetCorrect resolution pathconf 100%
Agent failed to determine product status, warranty eligibility, or select an appropriate resolution path based on the situation.
Technical Accuracy
T1Not MetTechnically accurate infoconf 100%
No symptoms were identified, no diagnostic questions asked, and no root cause analysis attempted.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 100%
Agent failed to demonstrate empathy or professionalism; customer expressed frustration ('Why do you have to be such an asshole?') with no de-escalation or acknowledgment.
X2Not MetTone & rapportconf 100%
Agent did not adapt to customer’s emotional state or tone; remained disengaged and unresponsive throughout.
X3Not MetOverall experienceconf 100%
Customer repeated unclear information multiple times; agent added friction by providing irrelevant advice and no actionable path.
Call Transcript2 turns · 8 lines
Speaker 2
welcome to linksys support, 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more. 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
for serial numbers. I, uh, 8, 870 um. um. uh. uh. uh. um. uh. I block. 870 870 so that's 8. Okay, great. Don't you give me. Okay. Cool. You don't know. awe. See? uh. You see before us have. uh. You see something here. A serial number. Yes. Hey, I'm standing. What do you wish? Have a good one. I can't and anywhere but in my eye, I can see. Yeah, you're much smaller. [silence] Thanks a lot, yeah. [silence] Yep. [silence] Do you understand? Yeah, I understand. Why do you have to be such an asshole? Why do you have to be such an asshole? You're making a question. Okay. Okay. Wait. Got it. [silence] Give me the flashlight. [silence] [speak softly] what? [silence] you cannot wait Just turn the printer off and on. Make sure there's paper.