⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all troubleshooting, provided no technical value, and transferred without justification after minimal engagement.
V1 Rubric Scores
Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to perform any diagnostic steps, demonstrate ownership, or provide technical assistance. Despite the customer’s clear frustration and history of a dropped paid support call, the agent offered no empathy, repeated information collection, and escalated without documentation or justification. No resolution path was established, resulting in an unresolved outcome with clear avoidance behavior.
V1 Case Analysis
Customer (Edward Earl) reported multiple devices unable to connect to Wi-Fi; router password changes ineffective; TV not connecting. No troubleshooting performed. Agent collected contact info and scheduled callback from technician Carla.
Troubleshooting Steps
None recorded.
Key Observations
Agent failed to collect essential device information (model, serial number) despite a clear technical issue.
No troubleshooting steps were performed, violating KB guidance for Wi-Fi connectivity issues (e.g., checking router access, hidden SSID, MAC filtering).
Call ended with only a callback promise, without confirming access to router settings or providing interim guidance.
Customer mentioned prior paid support usage implying out-of-warranty status, but agent did not clarify warranty or offer self-help paths.
No tools used (e.g., remote access, admin UI, logs) despite the issue requiring technical investigation.
T3Not MetNo misinformationconf 90%
Only technical statement was about SIP call routing, which is irrelevant to the customer's connectivity issue.
Communication
C1Not MetClear & professional languageconf 90%
No framing of interaction, no control established; agent immediately moved to hold and transfer.
C2Not MetConfirmed understandingconf 90%
Agent did not adapt to customer’s fragmented speech or check understanding; no clarification attempts.
Customer Ownership
O1Not MetOwnership & empathyconf 95%
Agent transferred without attempting resolution or documenting findings; no ownership demonstrated.
O2Partially MetProactive follow-throughconf 85%
Provided a timeline (3–5 minutes) and next step (wait for callback), but no confirmation mechanism or follow-up plan.
O3Not MetClosure confirmationconf 90%
Repeated collection of name/email despite prior contact; no reference to previous case details.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 90%
Escalation occurred without any L1 troubleshooting or valid trigger; appears to be avoidance.
E2Not MetEscalation prep & handoffconf 90%
No details passed on symptoms, device, or prior steps; customer left waiting with no clarity.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
No empathy expressed despite customer mentioning a dropped hour-long paid call and frustration.
X2Not MetTone & rapportconf 90%
Agent failed to adjust pace or style to match customer’s confusion and disjointed communication.
X3Not MetOverall experienceconf 90%
Customer repeated information (name, number); agent created delay by placing on hold without progress.
Call Transcript10 turns · 19 lines
Speaker 1
Connect. The next person or password. Let me get a phone on. Yeah. Yeah.
00:00
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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more, if you are experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com.
00:00
Speaker 1
What's happening to me, I'm searching spending, why would cell phones do that. I had a green up there. Okay now it wants me to join the guests cuz it can't get the home. And. What is that? Did you get one? I mean, what is that a new router? [Silence] Do you want to, what was again? [Silence] Yeah, new router? Or did you use no? [Silence] And [Silence] From whom? [Silence] We don't know. [Silence] What's the most other companies? [Silence] When you tuck this net. Would you like to continue when you work back? [Silence] I don't know. [Silence] Yeah. [Silence] Do you want to hang up? It's what? I think that was the travel agency. I don't see hours written on here. So laptops, they're connected. And I'm looking, WiFi name, we're home. Fish on 24. I'm gonna hit apply. [silence] [silence] There's an Android mobile that shows us online. well, you don't have it. And I got Becky too offline. Robucku IPad, Samsung TV. Wow, this is your connections are connected. [silence] See, we went through that whole process and she had me change the router password three times and I don't know if it ever took. [silence] this song still try to connect to Earlham. It spins and spins. That's what's pulling down the batteries. Unable to dial in. I'm not hearing all of everything you're saying. Uh, yes, I was in the process of uh reconnecting to my home network and the call dropped. I'd been on the phone about an hour. I was using the paid service. This is my second call for the accessing the paid service. Is there any way I could get the person back that I was talking to? Uh, the song's still trying to connect you to your home.
02:00
Speaker 2
[silence]
11:00
Speaker 1
if possible. Edward Earl, E-A-R-L-E. Email is Edward EARL at Outlook.com, 37922 Billy Coat. Sure. Certainly. Thank you.
12:00
Speaker 2
technician alright sorry can I have your name again sir Edward Earl okay hold on and let me just uh yes let me just try to pull up your record first sir okay just give me one here okay yeah so this is Edward Earl and email address Edward Earl outlook.com so let me have this checked with the previous description first can I put you on hold for a minute or two okay thank you just um hold on
12:00
Speaker 1
OK, thanks. I'm at 31. Is. there any way you could test the TV? Yeah. Castle, that told us what we needed to know. Yes. It is. Yes. Yes. [silence] 8 6 5. 4 1 4, 6262. Correct. yes. okay uh do you know the numbers she'll be calling from so uh do you know the numbers that they will be receiving from? okay okay I'll change my setting, I'll change the settings in them is she calling yours? yes yes you may be sure because you just got a
13:00
Speaker 2
Mm hmm. Mm hmm. All right. So that's 865 414 6262. Correct? Okay. All right. Now, sir, so just uh please wait for her call. It would take uh just three minutes. All right. Three to five minutes. Uh oh. We're actually using um a SIP phone, sir. So it's system generated. We won't be able to. Yeah. It's a random number. So we won't be able to tell. Yes. Out.
15:00
Speaker 1
You'll try 657-124-1718 first, correct? And her name? Her name? Carla. Okay. Thank you.
16:00
Speaker 2
Yeah, sure. I'll inform the previous technician. No worries. Her name is, yeah, her name is Carla. Mm-hmm. Yes, sir. All right. Okay, so just please wait for her call and this is Epi again from linksys. Thank you for calling. Have a great night, sir. Thank you. Bye-bye.