⚠ 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 – agent provided no relevant assistance, failed to engage in any troubleshooting, and offered no value to the customer.
V1 Rubric Scores
Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
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 consists of a generic welcome followed by incoherent, unrelated agent speech with no identification of a customer issue, no troubleshooting, and no resolution path. The agent failed to demonstrate ownership, technical accuracy, or professional communication. This constitutes a clear Avoidance/Evasion failure, resulting in an Unresolved outcome.
V1 Case Analysis
No issue identified; no troubleshooting performed.
Troubleshooting Steps
None recorded.
Key Observations
No identifiable customer issue was captured.
Agent did not collect any product, serial, or warranty details.
Call contained no troubleshooting, guidance, or closure steps.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to engage the customer or ask for the problem.
Did not gather required product or warranty information.
Provided no troubleshooting or next‑step guidance.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 100%
No issue was identified or resolved; the agent did not engage with a technical problem or provide any resolution path.
R2Not MetDiagnostic thoroughnessconf 100%
Agent performed no troubleshooting steps, asked no diagnostic questions, and did not attempt to identify or isolate a technical issue.
R3Not MetCorrect resolution pathconf 100%
No resolution path (RMA, escalation, self-help, etc.) was selected or communicated; agent failed to determine product status or support eligibility.
Technical Accuracy
T1Not MetTechnically accurate infoconf 100%
No logical diagnostic process was applied; agent did not identify symptoms, ask relevant questions, or determine a root cause.
No escalation occurred and none was warranted due to lack of a defined customer issue.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 100%
Agent showed no empathy, professionalism, or patience; dialogue was disjointed and unresponsive to customer needs.
X2Not MetTone & rapportconf 100%
Agent did not adapt tone, pace, or style; customer would have been confused and disengaged.
X3Not MetOverall experienceconf 100%
Call added significant friction—no useful information gathered, and customer would need to repeat everything.
Call Transcript2 turns · 4 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 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Well, now let's let's let's let's let's listen. She walks into the room. Know that the answer. Mr. Yeah. You're Yeah. Yes. You're right. I think that's just a general child. Why. Why. To the. to the.