⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
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 provided the opening script but never responded to the customer's subsequent speech, resulting in total call abandonment. No technical guidance was provided, and the interaction ended without any attempt at resolution.
V1 Case Analysis
Customer called about an unspecified internet offering; agent provided only the opening greeting and did not engage further. No troubleshooting or next steps were offered.
Troubleshooting Steps
None recorded.
Key Observations
Agent never asked any clarifying questions or gathered product information.
No troubleshooting, guidance, or escalation was provided.
Call ended with prolonged silence and no clear resolution path.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to engage the customer after the welcome greeting.
Did not collect required product or warranty information.
Did not attempt any troubleshooting or provide next‑step guidance.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent never addressed the customer's concern or provided any resolution, outcome, or path forward.
R2Not MetDiagnostic thoroughnessconf 99%
No troubleshooting steps were initiated; the agent only delivered the opening script and did not engage with the customer’s issue.
R3Not MetCorrect resolution pathconf 98%
No resolution path was selected — no warranty check, escalation, or best-effort troubleshooting offered despite customer speaking.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
Agent failed to identify symptoms, ask diagnostic questions, or determine a root cause; no diagnostic process was evident.
No escalation was made and none was warranted given the lack of technical issue presented or pursued.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 98%
Agent expressed no empathy, professionalism, or acknowledgment of the customer’s presence or comment.
X2Not MetTone & rapportconf 97%
Agent did not respond at all to the customer, thus could not adapt to tone, pace, or emotional state.
X3Not MetOverall experienceconf 97%
Customer effort was maximized — they were forced to wait and speak with no response or assistance provided.
Call Transcript2 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. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay, and we'll be with you as soon as possible. [silence]
00:00
Speaker 1
Mm-hmm. See? See? That that uh eva is is uh what's it called? There's some kind of internet thing out now and they offering it through uh dish is is the this this is trying to put all these out of business. The just the we'll be right. . [silence] . [silence] yeah. . [silence] . [silence]