⚠ 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 (B)
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
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent only delivered a generic greeting and never engaged with the customer's utterances, providing no troubleshooting, guidance, or resolution. All core indicators (R1‑R3, T1‑T3, C1‑C2, O1‑O2, E1‑E2, X1‑X3) are not met, resulting in an unresolved outcome and an auto‑zero due to clear avoidance.
V1 Case Analysis
Customer was abusive and incoherent; no technical issue reported. Agent failed to respond after greeting and provided no support. No troubleshooting performed. No resolution or next step communicated.
Troubleshooting Steps
None recorded.
Key Observations
Customer never stated a technical issue and used abusive language throughout the call.
Customer appeared confused about the support role, asking 'Is there anything I can help you with?' at [11:00].
Agent did not respond after the initial automated greeting.
No device information (model/serial/warranty) was collected.
No technical advice was given, so no KB contradictions were found.
Call ended without any troubleshooting, escalation, or next-step communication.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to respond to the customer after the initial greeting.
Did not acknowledge or de-escalate the customer's abusive language or confusion.
Did not collect required product or warranty information.
Failed to follow Linksys support protocol for issue identification or angry customer handling.
No troubleshooting steps were offered.
No closure, escalation, or next-step was communicated.
Allowed the call to end without any operational resolution or documented path forward.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
The call contains only a greeting and no resolution of any issue; the customer never receives a solution.
R2Not MetDiagnostic thoroughnessconf 98%
No diagnostic questions or troubleshooting steps are performed.
R3Not MetCorrect resolution pathconf 98%
The agent never determines product status, warranty, or selects a proper path (escalation, RMA, or troubleshooting).
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
There is no identification of symptoms, no relevant questions, and no logical diagnostic process.
No tools (remote session, admin UI, speed test, etc.) are used despite the need for troubleshooting.
T3Not MetNo misinformationconf 97%
The agent provides no technical information or recommendations at all.
Communication
C1Not MetClear & professional languageconf 96%
The interaction is not guided; after the initial greeting the agent never takes control or sets expectations.
C2Not MetConfirmed understandingconf 96%
No communication tailored to the customer’s language or needs; the agent never responds to the customer’s statements.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
The agent does not take ownership, makes no effort to help, and does not transfer or follow‑up.
O2Not MetProactive follow-throughconf 96%
No next steps, timelines, or follow‑up commitments are given.
O3Not ApplicableClosure confirmationconf 90%
This appears to be a first contact; there is no prior case history to maintain.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 97%
Despite the customer using abusive language, the agent never escalates to a supervisor or manager.
E2Not MetEscalation prep & handoffconf 97%
No escalation was performed, so execution details are missing.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
The agent shows no empathy or professionalism; they do not acknowledge the customer’s statements.
X2Not MetTone & rapportconf 96%
The agent does not adapt to the customer’s tone or attempt to engage.
X3Not MetOverall experienceconf 96%
The customer is forced to repeat or clarify without any assistance; no effort is made to reduce friction.
Call Transcript2 turns · 7 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. We are currently experiencing higher-than-normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at linkssys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
このやろ、なぜここにチンシャンがあるのかわからん[silence] [silence] [silence] Let ant take care of it. a wah good [silence] Sign in. Is there anything I can help you with? you know, [silence] So, [silence] yellin'. [silence] but they'll [silence] My name is Louie's.