⚠ 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
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-36.0)
V2 Grader Summary
The transcript captures only an automated IVR greeting with no live agent interaction. As such, no troubleshooting, resolution, or customer engagement occurred. All performance indicators requiring agent action are either Not Met (for resolution and technical effort) or Not Applicable (for communication, ownership, escalation, and experience).
V1 Case Analysis
Caller reached IVR only; no issue captured, no agent interaction.
Troubleshooting Steps
None recorded.
Key Observations
Only IVR script was heard; no live agent interaction occurred.
IVR message accurately directed customers to register.Linksys.com for product registration.
IVR correctly outlined in-warranty and out-of-warranty support paths per Linksys policy.
No product model, serial number, or warranty information was collected.
No problem statement or troubleshooting was performed.
No resolution or next-step guidance was provided beyond generic IVR instructions.
Positive Highlights
IVR message was technically accurate and aligned with Linksys KB guidance.
IVR clearly set expectations for what information callers should have ready (serial number, contact info).
Support options described in IVR (in-warranty vs. out-of-warranty) were correct per KB.
Agent Errors / Gaps
No agent present to collect required information or provide assistance.
System failed to route caller to agent or capture any input despite offering options to press 1 or 2.
No troubleshooting, resolution, or meaningful engagement occurred.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Call ends with only a pre-recorded message; no issue was resolved, escalated, or even identified.
R2Not MetDiagnostic thoroughnessconf 99%
No troubleshooting steps were taken; the interaction consists solely of an automated greeting and menu options.
R3Not MetCorrect resolution pathconf 98%
No warranty status was checked, no product information collected, and no resolution path selected by an agent.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
No symptoms were identified, no diagnostic questions asked—only a script was played.
Empathy and professionalism cannot be demonstrated by a pre-recorded message.
X2Not ApplicableTone & rapportconf 100%
No real-time adaptation to customer tone or emotional state occurred.
X3Not ApplicableOverall experienceconf 100%
Customer effort was not reduced or increased by agent action—no agent acted.
Call Transcript1 turns · 1 lines
Speaker 2
want to link 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 issue. To hear more about your service options, press two. 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.