⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — the agent never engaged in a live interaction, provided no troubleshooting, and only delivered generic voicemail messages, failing to offer any actual support.
V1 Rubric Scores
Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
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 call consisted entirely of automated or pre-recorded voicemail messages that failed to engage the customer, perform diagnostics, or provide accurate information. The agent avoided responsibility, gave incorrect support hours, and offered no resolution path, constituting a clear case of avoidance and evasion.
V1 Case Analysis
No live interaction occurred. Multiple generic voicemail messages were left directing the customer to support.linksys.com and phone support. No issue captured, no troubleshooting performed.
Troubleshooting Steps
None recorded.
Key Observations
No live customer interaction occurred; the entire transcript consists of outgoing voicemail messages.
Multiple agents left identical or near-identical generic messages without attempting to gather specific information.
No product model, serial number, or diagnostic details were collected at any point.
No troubleshooting steps were performed or offered beyond directing the customer to self-service resources.
The technical instructions in the voicemails (e.g., support.linksys.com) were accurate per the KB but not actionable for a specific issue.
The agent(s) failed to establish any personalized support path or confirm customer identity.
Positive Highlights
The voicemail instructions to visit support.linksys.com were technically accurate per the KB.
Agent Errors / Gaps
Failure to engage the customer in a live conversation or identify the issue.
No collection of required case information (model, serial, warranty, or contact details).
No troubleshooting or diagnostic steps were performed.
Repeated generic voicemail messages without progression or personalization.
Failure to establish a clear next step or closure path beyond 'call us back' or 'visit the website'.
Poor call control and communication — messages were fragmented, overlapping, and lacked coherence.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
No issue was resolved; the agent only left a voicemail instructing the customer to call back without any troubleshooting or resolution attempt.
R2Not MetDiagnostic thoroughnessconf 97%
No diagnostic steps, questions, or troubleshooting were performed — the interaction consisted entirely of pre-recorded messages.
R3Not MetCorrect resolution pathconf 96%
No assessment of product status, warranty, or appropriate resolution path was made; the agent provided no support path beyond 'call us back'.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
The agent did not identify symptoms or ask any diagnostic questions; no root cause analysis was attempted.
No tools, KB articles, or diagnostic resources were used — the agent relied solely on generic voicemail scripts.
T3Not MetNo misinformationconf 95%
Agent stated incorrect support hours: '8 a.m. to 5 p.m. Central Time, Saturday 8 a.m.–4:30 p.m.' — contradicts KB stating support is closed weekends and ends at 11 p.m. EST (not CT).
Communication
C1Not MetClear & professional languageconf 97%
No call control or framing occurred; the agent did not guide the interaction, set expectations, or manage transitions.
C2Not MetConfirmed understandingconf 96%
Communication was entirely generic and unadapted to any customer level, style, or need — no personalization or comprehension checks.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
The agent did not take ownership; they avoided engagement and passed responsibility back to the customer with no follow-through.
O2Not MetProactive follow-throughconf 97%
No specific next steps, timelines, or commitments were provided — only a vague 'call us back' instruction.
O3Not ApplicableClosure confirmationconf 100%
No prior case history was referenced or available; no handoff occurred.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
No empathy, professionalism, or patience was demonstrated — the message was purely transactional and impersonal.
X2Not MetTone & rapportconf 96%
The agent did not adapt tone, pace, or style to any customer cues — the script was robotic and one-size-fits-all.
X3Not MetOverall experienceconf 97%
Customer effort was increased by providing no actionable help and requiring them to restart the process from scratch.
Call Transcript8 turns · 11 lines
Speaker 1
This is linx us technical support calling this call is recorded for quality assurance. Please hold as we connect you to a linxcess specialist and Thanks you Forward. Hi, this is I. From lens is technical support. Your call got disconnected. So. I'm calling you back. saturation
00:00
Speaker 2
To review, re-record or add to your message, press 1. Hi, this is Elizabeth from Linksys Customer support. Your call got disconnected. So I'm calling you back, SAPNAM LERA, if you still want assistance. For assistance, you can call us back again. Our support line is open from 8 a.m. to 11 p.m. Monday to Friday. And you can check on our site support.linksys.com for any guidance on your concern with your Linksys router connectivity issues. We look forward to assisting you, so call us back again. Thank you for your time and bye. [silence]
02:00
Speaker 1
Hi. This is from Lincoln's technical support. Your call got disconnected. So if you still need assistance, please feel free to contact our technical support line. Our supporters are open from Monday to Friday, 8 a.m to 17, p.m. We look forward to assisting you further from [silence] if you still want
04:00
Speaker 2
To start recording a new message, press 1. And begin after the tone. To resume a previous message, press 2. And begin after the tone. If you are satisfied with your message, press the pound key. I'm sorry, I didn't catch that. Please try again. When prompted, record your message with a tone. When finished, simply hang up or pound for additional options.
04:00
Speaker 1
Troubleshooting steps with regards to your router. You can look up on our support site or contact us again. That's all. Goodbye. [silence]
05:00
Speaker 2
Review, re-record or add to your message, press 1. To mark your message urgent, press 2. To mark your message for private, press 3. To send your message as is, press #. Are you still? Hi, this is Ice with Technical Support. Your call got disconnected. So if you still need assist science, please do feel to contact our technical support line. Our support hours are open from Monday to Friday 8:00 a.m. to 5:00 p.m. Central Time, and Saturday from 8:00 a.m. to 4:30 p.m. Central Time. Should you have any questions, please contact our customer care line directly and one of our representatives will be more than happy to assist you further. Thank you for calling Road Trex. [silence] [ambient noise] [tap] [machine] [bell] Thank you. [silence] [ambient noise] [bell] [ambient noise] [bell] [ambient noise] [bell] [ambient noise] [bell] Thank you. Try our oneIdea schedule Router app for free today. [bell] [ambient noise] [bell] [ambient noise] [bell] [ambient noise] [bell]
05:00
Speaker 1
I'm Larry this is ice from links his technical support your called I'll get disconnected. If you need assistance, you can contact our technical support line. Our support hours are open from Monday to Friday, 8:00 a.m. to 11:00 p.m. And I'll also be sending you the troubleshooting steps with regards to your concern. Look forward to assisting you and also checking your email for the guidelines that will be sent to you. Thank you and goodbye.
06:00
Speaker 2
To review, re-record or add to your message, press 1. To mark your message urgent, press 2. To mark your message private, press 3. To send your message as is, press pound. Are you still there, your message has been sent. Goodbye.