⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
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
TechnicalN/A
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.50/5
Overall21.4% (-14.6)
V2 Grader Summary
The agent delivered a standard greeting but could not engage in troubleshooting or resolution due to the customer's entirely incoherent input ('max strength whipped with peanut butter'). No technical claims were made, so Technical Accuracy indicators are Not Applicable. The interaction remained unresolved as no meaningful communication occurred, though the agent maintained professionalism during the limited interaction possible.
V1 Case Analysis
Customer called but provided no intelligible issue; no agent engagement or troubleshooting performed.
Troubleshooting Steps
None recorded.
Key Observations
No agent interaction beyond the automated greeting.
Customer input was garbled and could not be interpreted as a technical issue or question.
No product details, warranty status, or issue category were collected.
Call ended without any troubleshooting, guidance, or next-step plan.
Positive Highlights
None recorded.
Agent Errors / Gaps
Agent failed to engage the customer or attempt any troubleshooting despite the customer waiting on the line.
No basic information (model, issue, or environment) was collected to enable support.
Call abandoned without resolution or guidance despite customer remaining on hold.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent only delivered a scripted welcome and no issue was identified or resolved due to customer's incoherent input.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were initiated; call ended before any diagnostic interaction could occur due to customer's unintelligible speech.
R3Not MetCorrect resolution pathconf 96%
No product or warranty status was determined, and no resolution path was selected due to lack of a coherent customer issue.
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 100%
Customer's input was incoherent ('max strength whipped with peanut butter'); no symptoms provided for diagnosis.
No escalation occurred and none was warranted due to absence of a diagnosable issue.
E2Not ApplicableEscalation prep & handoffconf 96%
No escalation was performed, and none was appropriate given the lack of a coherent issue.
Customer Experience
X1Partially MetCustomer effort minimisedconf 93%
Agent maintained professional tone in the greeting despite receiving nonsensical input from customer.
X2Not ApplicableTone & rapportconf 89%
Customer's utterance was incomprehensible; adaptation to tone/pace impossible to assess.
X3Not MetOverall experienceconf 92%
Customer was not redirected to self-help or offered alternative support despite clear communication breakdown.
Call Transcript2 turns · 2 lines
Speaker 2
Welcome to Linksys 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.
00:00
Speaker 1
is she from the hall line where's the now your whole legs really your sister's a woman early a p recurring a the max strength whipped with peanut butter it starts with CL