⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5
V2 Rubric Scores
ResolutionN/A
Technical0.00/5
Communication5.00/5
Ownership2.50/5
EscalationN/A
Customer ExpN/A
Overall45.0% (+23.0)
V2 Grader Summary
The agent only delivered the standard greeting, requesting a serial number and providing an incorrect support URL ('support.Lynxis.com'). No troubleshooting, diagnostics, or resolution steps were performed, and no escalation or ownership actions were evident. The technical inaccuracy in T3 is confirmed by Assessment 3 as a KB contradiction, but does not trigger auto-zero as it is not a critical failure (A-F).
V1 Case Analysis
Call was an automated greeting with incorrect support URL (support.Lynxis.com). No agent interaction, issue capture, or support provided.
Troubleshooting Steps
None recorded.
Key Observations
Entire transcript is a system-generated greeting with no live agent interaction.
Support URL provided (support.Lynxis.com) is incorrect per KB (should be support.linksys.com).
No attempt to identify customer issue, collect device information, or provide troubleshooting.
Call ended without operational closure path.
Positive Highlights
None recorded.
Agent Errors / Gaps
Provided incorrect support URL (support.Lynxis.com) — contradicts KB (support.linksys.com).
No live agent intervention — call was fully automated with no customer engagement opportunity.
Failed to collect any device information (model/serial).
Failed to identify or acknowledge customer issue.
No troubleshooting performed.
No resolution or next step offered.
V2 Indicator Ratings
Resolution
R1Not ApplicableIssue actually resolvedconf 99%
No customer issue was presented; the transcript contains only a greeting and hold message.
R2Not ApplicableDiagnostic thoroughnessconf 99%
No troubleshooting steps were taken; the agent did not engage with a customer problem.
R3Not ApplicableCorrect resolution pathconf 99%
No product or warranty status was assessed, and no resolution path was selected due to lack of customer interaction.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 99%
No diagnostic questions or symptom identification were made; no troubleshooting was initiated.
No escalation was made nor was one warranted in the excerpt; no customer issue to escalate.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred to evaluate execution.
Customer Experience
X1Not ApplicableCustomer effort minimisedconf 95%
No empathy or emotional response was required or demonstrated; no customer frustration expressed.
X2Not ApplicableTone & rapportconf 95%
No tone or pace adaptation could be assessed; no customer interaction beyond greeting.
X3Not ApplicableOverall experienceconf 95%
No effort‑reduction actions were observable; no customer effort was required or reduced.
Call Transcript1 turns · 1 lines
Speaker 2
Welcome to Lynx's 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.Lynxis.com for more information about your product.