⚠ 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 (B)
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 agent only delivered an opening script and never responded to the customer's input, resulting in no troubleshooting, no resolution, and no ownership. All core technical and communication criteria were unmet, leading to an unresolved outcome and an auto-zero due to avoidance/evasion.
V1 Case Analysis
Customer provided incoherent statements; no issue identified or resolved.
Troubleshooting Steps
None recorded.
Key Observations
Agent did not respond to the customer.
No device information (model, serial, etc.) was collected.
Call ended without any troubleshooting or resolution.
Positive Highlights
None recorded.
Agent Errors / Gaps
No agent response; failure to engage with customer.
Failure to collect required case information.
No attempt to identify or resolve the customer's issue.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
No issue was identified or resolved; the call ended without addressing any customer concern.
R2Not MetDiagnostic thoroughnessconf 99%
Agent never asked diagnostic questions or performed any troubleshooting steps.
R3Not MetCorrect resolution pathconf 98%
No determination of warranty status, escalation path, or best‑effort troubleshooting was made.
Technical Accuracy
T1Not MetTechnically accurate infoconf 99%
Agent did not identify symptoms, ask relevant questions, or work toward a root cause.
No escalation was made and none was warranted given the lack of any actionable issue.
E2Not ApplicableEscalation prep & handoffconf 96%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 98%
Agent showed no empathy, professionalism, or patience; only a generic greeting was delivered.
X2Not MetTone & rapportconf 97%
Agent did not adjust tone, pace, or style to match the customer's erratic speech.
X3Not MetOverall experienceconf 97%
Customer was forced to repeat incoherent statements without any assistance, increasing effort.
Call Transcript2 turns · 5 lines
Speaker 2
Welcome to links this 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.
00:00
Speaker 1
Uh-oh. Obstacle in your path. [silence] and the whole thing is just alone And Steve Lucky, you're greedy like my cat. Uh. I said he's greedy like my cat. He sees something in your hand, he thinks you're feeding. Go ahead and feed him. we have a boss is on. Go in. The password's on whatever box it's on. Y'all taking too long. Uncle Paul, they just kill them to come out. Take y'all that damn long to answer my phone. You're taking out too long to get off the goddamn phone.