⚠ 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
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
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 failed to progress beyond a basic audio check, with no identification of a customer issue, no troubleshooting, and no attempt at resolution or engagement. The agent did not establish ownership, provide technical guidance, or demonstrate effective communication, resulting in a completely unresolved interaction.
V1 Case Analysis
Call ended with no customer audio detected; no issue captured or troubleshooting performed.
Troubleshooting Steps
Attempted audio verification
Asked customer to check mute status
Key Observations
No customer audio was received throughout the call, preventing any information gathering.
Agent attempted to address potential mute issue at [02:00] but received no response.
Call ended without establishing two-way communication or collecting essential case details.
Positive Highlights
Agent provided a clear self-introduction at [00:00].
Attempted structured troubleshooting by checking for phone mute at [02:00].
Maintained professional tone despite lack of customer response.
Agent Errors / Gaps
Failed to attempt alternate resolution paths (e.g., callback, email follow-up) after confirming audio failure.
Did not document or mention creating a case for follow-up despite the failed connection.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
No issue was identified or resolved; call ended without any troubleshooting or outcome.
R2Not MetDiagnostic thoroughnessconf 97%
Agent performed no meaningful troubleshooting beyond checking audio; no diagnostic steps related to a technical issue.
R3Not ApplicableCorrect resolution pathconf 95%
No product, warranty status, or support path was discussed; no resolution path could be determined.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause of any issue.
No escalation occurred and none was warranted due to absence of a defined technical issue.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent showed no empathy, patience, or professionalism beyond basic greeting; no acknowledgment of customer effort.
X2Not MetTone & rapportconf 95%
Agent did not adapt tone, pace, or style; interaction was flat and disengaged.
X3Not MetOverall experienceconf 95%
Customer had to respond to repeated audio checks with no reduction in effort or progress.
Call Transcript1 turns · 3 lines
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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your... please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. My name is Nathan, A-N-O, who am I speaking? [silence] Hello? I cannot hear any audio coming from your side. Hello. Hey, I didn't hear anything from you. Can you check again if your phone is muted?