⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent acknowledged the request with 'Yes' but took no action, asked no clarifying questions, and effectively avoided addressing the customer's need, implying passive evasion of responsibility.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)
V2 Grader Summary
The agent failed to address the customer's request for a 'statement of volatility' with any meaningful action, troubleshooting, or ownership. Communication was minimal, with no clarification, next steps, or empathy. The interaction represents avoidance of responsibility, warranting an auto-zero for Avoidance/Evasion (B).
V1 Case Analysis
Troubleshooting Steps
None recorded.
Key Observations
None recorded.
Positive Highlights
None recorded.
Agent Errors / Gaps
None recorded.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent did not resolve the request for a 'statement of volatility' or provide any alternative outcome such as escalation, explanation of limitation, or path forward.
R2Not MetDiagnostic thoroughnessconf 98%
No diagnostic steps were taken — agent did not ask for model number, clarify what document was needed, or check internal resources.
R3Not MetCorrect resolution pathconf 98%
Agent failed to determine product, warranty, or support path; no attempt to assess whether such a document exists or how to obtain it.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not identify symptoms or ask relevant questions; 'statement of volatility' was not explored or defined.
No escalation occurred and none was clearly warranted — request was unusual but not inherently complex or urgent.
E2Not ApplicableEscalation prep & handoffconf 98%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent showed no empathy or acknowledgment of customer effort; response was minimal and transactional.
X2Not MetTone & rapportconf 95%
Agent did not match customer’s tone or pace; failed to engage or adjust despite customer repeating the request.
X3Not MetOverall experienceconf 96%
Customer had to repeat the request; agent created no path forward, increasing customer effort.
Call Transcript6 turns · 6 lines
Speaker 1
Hi there, I was actually just wondering if you could send me over a statement or letter of volatility for a particular Linksys switch model.
00:00
Speaker 2
[silence]
00:00
Speaker 1
It is for a letter of volatility or a statement of volatility? Uh is for a letter of volatility or a statement of volatility. Of course, thank you so much. [silence]
01:00
Speaker 2
Yes. [silence] sure, thank you so much for that one.
05:00
Speaker 1
very helpful, I appreciate it. no, that is all I appreciate it thank you so much. thanks, have a great day, bye-bye. [silence]
06:00
Speaker 2
All right. Is there anything else? Thank you so much for calling Linksys as well. Take care, and have a great day. Bye-bye for now.