⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided diagnosing or engaging with the customer's issue by immediately defaulting to a paid support payment script without any attempt at troubleshooting or identification of the problem.
V1 Rubric Scores
Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent failed to perform any diagnostic or resolution activity, defaulted immediately to a paid support payment prompt, and provided no technical guidance, empathy, or ownership. The interaction lacked structure, continuity, or tool use, and constituted clear avoidance of support responsibility, triggering an auto-zero for Avoidance/Evasion.
V1 Case Analysis
Customer reported mesh node with purple LED after power surge; agent did not collect device details or troubleshoot, immediately offered paid support without diagnosis. Call ended without resolution.
Troubleshooting Steps
None recorded.
Key Observations
Agent never collected model, serial number, or warranty information despite clear hardware fault context
No troubleshooting initiated for reported purple LED symptom (KB specifies purple may indicate pairing mode or fault)
Paid support offered immediately without diagnosis, violating universal_escalation_guide.md protocol
Call ended abruptly during customer frustration with no closure, next steps, or empathy
No self-help resources, escalation path, or LED interpretation provided despite KB availability
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to follow protocol for information gathering (model/serial/warranty) on hardware fault
Offered paid support before any diagnosis or LED interpretation, violating escalation guidelines
Ignored critical symptom (purple LED) without reference to KB LED state guide
Provided no troubleshooting steps, self-help resources, or escalation options
Displayed no empathy or de-escalation for customer's frustration and profanity
Abandoned call without closure or next-step guidance
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 96%
No resolution or outcome was achieved; the agent did not confirm or resolve any issue, and the call ended without actionable steps.
R2Not MetDiagnostic thoroughnessconf 95%
Agent skipped all diagnostic steps, did not ask for model, symptoms, or network setup, and offered no troubleshooting sequence.
R3Not MetCorrect resolution pathconf 94%
Agent mentioned a one-time payment but did not verify warranty status, product model, or issue type before suggesting paid support.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
No symptom identification, root cause analysis, or logical diagnostic process was initiated or demonstrated.
No escalation occurred and none was warranted due to the absence of a defined technical issue or escalation trigger.
E2Not ApplicableEscalation prep & handoffconf 90%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Agent displayed no empathy or acknowledgment of frustration; responded with a transactional payment script instead of human engagement.
X2Not MetTone & rapportconf 93%
Agent did not adjust pace, tone, or style to match the customer’s confused and disjointed speech pattern.
X3Not MetOverall experienceconf 94%
Customer was forced to struggle through unclear communication with no effort from agent to reduce repetition or simplify steps.
Call Transcript4 turns · 7 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.Links.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 about your service options, press two. If you're experiencing issues with your Linksys device, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up-to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot. at support dot linkssis.com you can also connect with other users for tips and guidance at reddit.com slash r slash linkssis
00:00
Speaker 1
[silence] him the fuck...
03:00
Speaker 2
hey, you're calling my name is Gerald, how can I help you? yes, I think I remember you. hmm. okay. So I understand that when I do see the record right here, there's the record I did see and checked the documentation, but that is one time payment. It's non-repayable or it's gonna last [REDACTED_PAYMENT_DIGITS] minutes.
03:00
Speaker 1
you're waiting for some something [silence] Well, you got it. The number...a few that are ready, get these, right? It happened to the...to the bus, and it's gonna ignore the next...the people...who...the tomb...what the...the color represents, [ speech slows down ] not related to the system of the respective roles...didn't first result in this source it's precious isn't online. Communication you see shows the purple means that it's ready to be to be reset it's ready to be connected to the other ones. So somehow this disconnected that could have been from that surge? But the thing is how does how are you connected?