⚠ 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
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
ResolutionN/A
TechnicalN/A
Communication0.00/5
OwnershipN/A
EscalationN/A
Customer Exp2.50/5
Overall20.0% (-16.0)
V2 Grader Summary
The call ended without customer response after the agent greeted and waited. The agent failed to manage call control (C1 Not Met) by not re-engaging or offering callbacks, but this did not constitute a critical failure (e.g., discourtesy, abandonment) that would trigger auto-zero. No technical guidance was provided, so all resolution and accuracy indicators are N.A. Customer experience was partially met due to initial politeness but missed empathy opportunities in a silent scenario.
V1 Case Analysis
Customer did not respond; call ended without issue identification or support offered.
Troubleshooting Steps
None recorded.
Key Observations
Customer remained silent after agent greeting and initial prompts at [04:00].
Agent waited 10 seconds before terminating the call — minimal but reasonable attempt.
No product information, issue description, or support path was offered before termination.
Agent suggested callback but did not provide self-help resources or escalation options.
Positive Highlights
Agent used a professional greeting and followed initial call script at [04:00].
Clearly communicated intent to end the call due to lack of response, avoiding prolonged silence.
Agent Errors / Gaps
Failed to collect basic product information (model/serial) before ending the call.
Did not offer any self-help resources (e.g., support.linksys.com) despite the IVR mentioning them.
No escalation, callback invitation, or alternative contact method was provided upon disconnection.
Ended the call without confirming whether the customer needed immediate assistance or required follow-up.
V2 Indicator Ratings
Resolution
R1Not ApplicableIssue actually resolvedconf 95%
No customer issue was presented; the call ended without any resolution.
R2Not ApplicableDiagnostic thoroughnessconf 95%
No troubleshooting steps were attempted.
R3Not ApplicableCorrect resolution pathconf 95%
No resolution path (warranty, escalation, etc.) was selected.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 100%
No diagnostic questions or symptom identification occurred due to no customer response.
No tools or resources were used because no troubleshooting took place.
T3Not ApplicableNo misinformationconf 100%
No technical information or recommendations were provided.
Communication
C1Not MetClear & professional languageconf 95%
Agent initiated greeting but failed to manage the interaction effectively — did not re-engage after silence, provide status update, or attempt callback procedures before ending the call.
C2Not ApplicableConfirmed understandingconf 100%
No customer communication occurred to assess adaptation to level or style.
Customer Ownership
O1Not ApplicableOwnership & empathyconf 100%
No ownership could be demonstrated as no issue was taken or pursued.
O2Not ApplicableProactive follow-throughconf 100%
No next steps or timelines were established due to lack of customer interaction.
Agent used polite language initially, but did not acknowledge or respond to potential customer difficulties (e.g., connection issues) before terminating — missed opportunity for empathy in a silent/no-response scenario.
X2Not ApplicableTone & rapportconf 100%
No customer tone or emotional state was expressed.
X3Not ApplicableOverall experienceconf 100%
No steps were required from the customer, so effort reduction cannot be assessed.
Call Transcript1 turns · 3 lines
Speaker 2
Welcome to links is 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.linksys.com for more information about your product. Thank you for calling Linksys. This is Rubeee. How can I assist you hello this is Rubeee from Linksys technical support. How can I assist you? Make sure that your microphone is on so I can hear you on my end. I will be giving this one another 10 seconds for you to respond if not then I will end this call okay okay [silence] and after [silence] [silence] there's no one responding on the other line I will be ending this call and if you have a linksys device just feel free to give us a call back so we can assess you again this is Roby from linksys technical support I will be ending this call have a nice day bye