Ticket subject: MX4200_Child node lost connection to the network
⚠ 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
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent only delivered a greeting and asked if this was the caller's first contact. No issue was identified, no troubleshooting was performed, and no resolution, next steps, or escalation were offered. Consequently, all primary outcome and process indicators are Not Met or Not Applicable, leading to an Unresolved outcome.
V1 Case Analysis
Call disconnected after agent repeated greeting; no issue captured or support provided.
Troubleshooting Steps
None recorded.
Key Observations
Agent repeated the exact same question at [11:00] without allowing time for response or adjusting approach.
No attempt was made to identify the customer's issue, device, or support eligibility.
Call ended abruptly after only 11 seconds with no operational progress.
Positive Highlights
None recorded.
Agent Errors / Gaps
Repeated identical greeting at [11:00] without pause for response, indicating poor call control.
Failed to ask the customer why they called or what issue they were experiencing.
Did not collect product model, serial number, or any identifying information.
Ended call without establishing a support path, even for a general inquiry.
Showed no adaptation to customer silence or potential confusion.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
The call ends after a greeting; no issue was resolved or any outcome provided.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were taken; the agent never asked diagnostic questions.
R3Not MetCorrect resolution pathconf 96%
The agent never determined warranty status, product model, or chose a resolution path.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
No logical diagnostic process was applied; the agent did not identify symptoms or ask relevant questions.
No escalation was performed and none was warranted given the lack of issue identification.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
The agent offered no empathy or acknowledgment; only a generic greeting was delivered.
X2Not MetTone & rapportconf 95%
No adaptation to tone or pace was observed because the conversation never progressed beyond the greeting.
X3Not MetOverall experienceconf 96%
The agent did not take any actions to reduce customer effort; the call ended without assistance.
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 visited register. Linksys.com. please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on the issue.
00:00
Speaker 1
.. one moment while I notify the
11:00
Speaker 2
Hello, thank you for calling Linksys, my name is Mel, is this your first time calling? Hi, thank you for calling Linksys, is it your first time calling technical support?