⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5
V2 Rubric Scores
Resolution0.00/5
TechnicalN/A
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall46.4% (+12.4)
V2 Grader Summary
The call ended unresolved due to complete lack of customer input — the agent followed protocol by waiting 10 seconds, apologizing, and disconnecting politely. No technical guidance, troubleshooting, or resolution path could be executed without customer engagement. The agent demonstrated ownership and professionalism but could not progress the interaction.
V1 Case Analysis
Customer did not respond; call ended without issue identification or troubleshooting.
Troubleshooting Steps
None recorded.
Key Observations
Agent repeated the greeting unnecessarily, contributing to inefficient handling.
No attempt was made to verify line audio quality or ask the customer to speak again before disconnecting.
No product model, serial number, or warranty information was collected, which is a protocol miss even in silent calls.
The agent provided the correct support URL (support.linksys.com) before ending the call, which is the only accurate technical guidance given.
Call was terminated due to lack of customer response, leaving the issue unresolved and no follow-up path established.
Positive Highlights
Provided the correct generic support website URL (support.linksys.com) before ending the call.
Agent Errors / Gaps
Failed to obtain basic customer and product information, even though the call was answered.
Did not attempt to verify line audio or ask the customer to speak again before disconnecting.
Repeated the opening script verbatim, causing unnecessary delay and poor efficiency.
Provided no troubleshooting, escalation, or self-help guidance beyond the generic support URL.
Did not create or cite a case number, nor document any details for potential follow-up.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 100%
Call ended with no issue resolved or confirmed; agent disconnected after 10 seconds of silence with no customer input.
R2Not MetDiagnostic thoroughnessconf 100%
Agent performed no troubleshooting steps — no diagnostic questions asked or actions taken due to lack of customer response.
R3Not MetCorrect resolution pathconf 100%
No resolution path (warranty check, escalation, or troubleshooting) was initiated or explained; call closed without direction.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 100%
No diagnostic process could occur as the customer never spoke; no symptoms were identified or questions asked.
No escalation occurred, and none was appropriate given the absence of any customer issue or request.
Customer Experience
X1MetCustomer effort minimisedconf 95%
Agent apologized for not hearing the customer ('I'm so sorry'), maintained a polite tone, and followed disconnection protocol professionally.
X2Not ApplicableTone & rapportconf 100%
No customer input to adapt communication to; tone matching could not be evaluated due to silence.
X3Not ApplicableOverall experienceconf 100%
No steps were requested from the customer; effort reduction cannot be evaluated when no actions were required.
Call Transcript1 turns · 3 lines
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. [silence] Thank you for calling Linksys. This is Effie. How can I help you? Thank you for calling Linksys. This is Effie. How can I help you? Hello. Hello. Hello. Hello. Hello. I'm so sorry, but I hear nothing from your end. I'll wait on the line for 10 seconds. If I can't hear from you, I'll be disconnecting the call. Hello. make sure that your phone is not muted. I'll be disconnecting this call now. For more information, you may visit our site support.linksys.com. This is Appie again from linksys. Thank you for calling. You too. Have a great day. Bye-bye.