⚠ 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
Technical0.00/5
Communication2.50/5
OwnershipN/A
EscalationN/A
Customer Exp5.00/5
Overall23.3% (-12.7)
V2 Grader Summary
The call consists only of an automated message, a brief customer utterance, and the agent's initial greeting. No troubleshooting, diagnostics, or resolution path was initiated. While the agent demonstrated professionalism in opening the call, no meaningful progress was made toward resolving the issue, resulting in an Unresolved outcome.
V1 Case Analysis
Customer reported an unspecified issue; no troubleshooting or next steps were provided.
Troubleshooting Steps
None recorded.
Key Observations
The call never progressed beyond the opening script; the agent did not ask for any product or issue details.
A 6-second silence after the initial script suggests poor call control or disengagement.
No troubleshooting, escalation, or self-help options were offered despite the customer clearly indicating a problem.
ACCURACY remains high only because no incorrect technical advice was given—this is a false positive due to the complete absence of guidance.
Positive Highlights
Agent used a polite greeting and introduced themselves by name.
Agent Errors / Gaps
Failed to collect essential information (model, serial, warranty) despite the script prompting for it.
Did not ask the customer to describe the problem, violating standard protocol.
Did not provide any troubleshooting steps, next-step guidance, or escalation path.
Repeated greeting instead of progressing the call, indicating a lack of engagement or training.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
No resolution or outcome was achieved; the call ends mid-customer statement with no troubleshooting or path forward established.
R2Not MetDiagnostic thoroughnessconf 98%
The agent did not perform any diagnostic steps or troubleshooting; the interaction stops after greeting and customer’s incomplete sentence.
R3Not MetCorrect resolution pathconf 98%
No resolution path (e.g., RMA, escalation, self-help) was selected or discussed due to lack of engagement beyond initial greeting.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
Agent asked no diagnostic questions to identify symptoms or root cause; customer’s issue was not explored.
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1MetCustomer effort minimisedconf 95%
Agent used a polite, professional tone: 'Hi, thank you for calling Linksys Technical Support, this is Rio, how can I assist you for today?'
X2MetTone & rapportconf 95%
The agent’s tone was courteous and appropriately welcoming, matching the expected standard for initial contact.
X3Not ApplicableOverall experienceconf 100%
No actions were taken that would reduce or increase customer effort beyond the standard call start.
Call Transcript3 turns · 3 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device's serial number ready. For assistance, press 1 now. For out of warranty product, 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. [silence]
00:00
Speaker 1
Oh, yes. I'm having trouble with
06:00
Speaker 2
Hi, thank you for calling Linksys Technical Support, this is Rio, how can I assist you for today?