⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent delivered only a system-generated greeting and then failed to engage with the customer's request in any way, providing zero assistance.
V1 Rubric Scores
Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
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 agent failed to respond to the customer's inquiry beyond an initial automated greeting. No troubleshooting, guidance, ownership, or communication occurred. This complete lack of engagement constitutes avoidance and results in an entirely unresolved case with no progress or support provided.
V1 Case Analysis
Customer made off-topic/profane statements; agent did not engage or collect any information; call ended without assistance.
Troubleshooting Steps
None recorded.
Key Observations
Agent only delivered the initial welcome script and did not respond to customer's off-topic statements at [08:00] and [09:00].
No product model, serial number, or warranty information was collected.
Call ended without any troubleshooting, guidance, or next-step recommendation.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to acknowledge or address the customer's off-topic comments and profanity.
Did not follow basic support protocol (no information gathering, no issue clarification).
No attempt to steer the conversation toward a supportable issue or disengage professionally.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 100%
Agent provided no resolution, RMA, escalation, or educational outcome; interaction ended without addressing the customer's request.
R2Not MetDiagnostic thoroughnessconf 100%
No troubleshooting steps, diagnostic questions, or problem identification occurred after the initial greeting.
R3Not MetCorrect resolution pathconf 100%
No resolution path was selected or discussed; agent did not assess product status or guide the customer toward any support option.
Technical Accuracy
T1Not MetTechnically accurate infoconf 100%
Agent did not identify any symptoms, ask diagnostic questions, or attempt to determine a root cause.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 100%
Agent demonstrated no empathy, professionalism, or patience; remained silent after greeting despite customer's confusion and frustration.
X2Not MetTone & rapportconf 100%
Agent did not adjust communication style, pace, or tone in response to the customer’s informal and distressed language.
X3Not MetOverall experienceconf 100%
Customer effort was maximized—no information was used, no steps were avoided, and no assistance was provided.
Call Transcript2 turns · 3 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 1 now. For out of warranty products, please have your device's serial number and contact information on hand. [silence]
00:00
Speaker 1
I said hey, just seeing the meeting from with you and Tom for Tuesday. Can you provide some guidance on what he's looking for beyond what we will be prepared, what we have prepared for QFR Is that good or two? Uh Unbelievable oh she could fuckin go