⚠ 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
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)
V2 Grader Summary
The agent failed to engage in any meaningful troubleshooting, provide accurate information, or demonstrate ownership. The interaction lacked structure, empathy, and technical coherence, ending with no resolution or next steps. The agent’s avoidance of the customer’s issue and failure to provide actionable assistance constitutes a critical Avoidance/Evasion failure under the rubric.
V1 Case Analysis
Customer requested router admin password recovery. Agent provided invalid support domains, failed to collect model/serial number, and gave no valid recovery steps. Call ended without resolution.
Troubleshooting Steps
None recorded.
Key Observations
Agent opened with incorrect, non-Linksys support domains 'linkjuju.com' and 'support.LNF.com' — violates ACCURACY and PROTOCOL.
No product model, serial number, or access method (local vs. cloud) was collected — core PROTOCOL failure.
Agent promised password creation ('we're going to create your new password') but provided zero valid steps (e.g., recovery key, myrouter.info, 192.168.1.1) — violates ACCURACY and RESOLUTION.
Incorrect reference to 'spectrum router' despite customer correction — demonstrates lack of understanding and poor COMMUNICATION.
Call ended with vague, non-actionable statement ('Only difficult when you don't have the proper information') — violates RESOLUTION and COMMUNICATION.
Positive Highlights
None recorded.
Agent Errors / Gaps
Provided invalid support domains 'linkjuju.com' and 'support.LNF.com' — not Linksys resources.
Failed to collect product model/serial number — required for password recovery protocol.
No valid password recovery procedure delivered (e.g., five-digit recovery key, Forgot Password at myrouter.info).
Referenced incorrect router type ('spectrum router') after customer clarification.
Ended call without resolution, next steps, or escalation path — abandoned_or_vague closure.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent never provided a resolution or next steps – the call ends with “Only difficult when you don't have the proper information.”
R2Not MetDiagnostic thoroughnessconf 97%
No diagnostic or troubleshooting steps were performed; the agent only made vague statements about creating a password.
R3Not MetCorrect resolution pathconf 96%
Agent did not determine warranty status, product model, or choose an appropriate path (e.g., troubleshooting vs. RMA).
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
No symptom identification, no relevant questions asked, and no logical diagnostic process evident.
No escalation was performed and the transcript does not indicate whether escalation was warranted.
E2Not ApplicableEscalation prep & handoffconf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent showed no empathy or professionalism; statements were abrupt and dismissive.
X2Not MetTone & rapportconf 95%
Agent did not adapt tone or pace to the customer’s needs; communication remained disjointed.
X3Not MetOverall experienceconf 96%
Customer effort was increased – the agent offered no assistance, forcing the customer to repeat or figure things out themselves.
Call Transcript2 turns · 3 lines
Speaker 2
welcome to linkjuju.com 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. [silence] While waiting, You may also visit support.LNF.com for more information about Your product.
00:00
Speaker 1
Okay, we're going to create your new password. Okay, I will figure something out. I will. Figure out something simple. [silence] You don't have the Wi-Fi? Your don't have a spectrum router. You're gonna give me or it's a long story. Mom, what's your password? Your phone, it locks. Only difficult when you don't have the proper information.