⚠ 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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-27.7)
V2 Grader Summary
The agent never engaged in troubleshooting, did not gather any information, and threatened to drop the call after 10 seconds of silence. No resolution path, ownership, or next steps were provided, resulting in an unresolved outcome with a critical compliance failure due to call abandonment.
V1 Case Analysis
No customer response after greeting; call ended without issue identification or resolution.
Troubleshooting Steps
None recorded.
Key Observations
Customer never responded after the initial greeting.
Agent did not collect any device, account, or contact information.
No troubleshooting or support path was established before call termination.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to verify basic call connectivity (e.g., 'Is your microphone on?').
Did not document any customer information or issue despite repeated unanswered prompts.
Allowed call to end without attempting alternative verification (e.g., callback or case creation).
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent never resolved the issue; call ended with a threat to drop the call after 10 seconds of silence.
R2Not MetDiagnostic thoroughnessconf 99%
No troubleshooting steps were taken; agent only asked if the customer could hear them and repeated greetings.
R3Not MetCorrect resolution pathconf 98%
No resolution path was selected — no warranty check, escalation, or troubleshooting initiated.
Technical Accuracy
T1Not MetTechnically accurate infoconf 99%
Agent did not identify symptoms, ask diagnostic questions, or determine a root cause.
No escalation was made and none was warranted given the lack of issue identification.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
Agent repeated “Hello?” and gave no empathetic acknowledgment of the customer's situation.
X2Not ApplicableTone & rapportconf 90%
No customer tone or emotional state was observed to adapt to.
X3Not ApplicableOverall experienceconf 90%
No actions were taken that could reduce or increase customer effort.
Call Transcript1 turns · 3 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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Joy. How can I help you today? Hello? Hello? Can you hear me? Is there anybody else on the line? Please, make sure that you're not on mute, so that I can hear you. Hello? If no one will respond within 10 seconds, I'll be forced to drop the call. [silence]