⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent collected minimal information (serials) without attempting diagnosis or resolution, then directed the customer to call back, effectively abandoning the case.
V1 Rubric Scores
Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)
V2 Grader Summary
The agent failed to perform any troubleshooting, provide technical guidance, or establish ownership. The interaction consisted solely of collecting serial numbers and directing the customer to call back, with no resolution path offered. This constitutes avoidance of support responsibility, triggering an auto-zero under rubric B (Avoidance/Evasion).
V1 Case Analysis
Customer called regarding an unspecified issue with an MR9600 and possible MX2000 nodes. Agent collected serial numbers and email (apedelia14@hotmail.com) but did not identify the problem or perform troubleshooting. Customer requested a later appointment, which was not scheduled. No resolution achieved.
Troubleshooting Steps
None recorded.
Key Observations
Agent never asked for or confirmed the customer's actual problem, violating basic troubleshooting protocol.
Excessive focus on collecting serial numbers without context led to customer frustration and no technical progress.
Agent incorrectly stated the customer had 'four MX2000 and one MR9600' at [05:00], misrepresenting the inventory based on incomplete data.
No troubleshooting steps, configuration guidance, or verification of device status were attempted.
Customer requested a scheduled callback at [07:00] due to time constraints, but the agent did not arrange one, failing to manage next steps.
Agent only offered to send a ticket number via email, providing no actionable support or self-help path.
Positive Highlights
Agent collected the customer's email (apedelia14@hotmail.com) and committed to sending a ticket number, providing a minimal paper trail.
Maintained a polite tone throughout the interaction despite customer frustration.
Agent Errors / Gaps
Failed to establish the customer's problem statement or ask clarifying questions about symptoms or triggers.
Did not follow standard troubleshooting flow: no diagnosis, no steps, no validation.
Collected serial numbers without confirming their relevance or using them for warranty lookup or model-specific guidance.
Provided inaccurate device inventory (four MX2000 nodes) not supported by customer input.
Did not schedule a callback or follow-up as explicitly requested by the customer at [07:00].
Ended the call without offering any technical guidance, KB reference, or self-help option.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the issue or provide any resolution path; only collected serial numbers and told the customer to call back.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were performed; no questions about symptoms, connectivity, or configuration were asked.
R3Not MetCorrect resolution pathconf 96%
Agent failed to determine appropriate support path (e.g., RMA, firmware, setup help) and offered no actionable resolution despite having device models.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
No symptom identification or diagnostic questioning occurred; agent did not attempt to determine root cause.
No tools (admin interface, logs, remote access) were used or suggested; agent relied solely on customer-provided serials without verification or follow-up action.
T3Not MetNo misinformationconf 95%
No technical guidance was provided; agent did not reference firmware, setup, or compatibility despite mixed MR9600 and MX2000 nodes.
Communication
C1Not MetClear & professional languageconf 96%
Call lacked structure, framing, or control; agent appeared disorganized and did not guide the interaction effectively.
C2Not MetConfirmed understandingconf 95%
Agent used unclear, repetitive language and did not adapt to customer’s growing frustration or confirm understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent did not take ownership; case was effectively closed with no active follow-up or commitment beyond sending a ticket number.
O2Not MetProactive follow-throughconf 96%
Only vague next step provided: 'wait 3–5 minutes for ticket number' with no resolution timeline or ownership of troubleshooting.
O3Not ApplicableClosure confirmationconf 99%
This was the first contact; no prior history existed to reference or maintain.
No escalation was performed and none was explicitly warranted in the transcript.
E2Not ApplicableEscalation prep & handoffconf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent showed no empathy for customer’s time constraints or frustration; remained transactional and disengaged.
X2Not MetTone & rapportconf 95%
Agent did not adjust tone or pace to customer’s impatience; continued with inefficient data collection despite customer’s urgency.
X3Not MetOverall experienceconf 96%
Customer was forced to repeat serial numbers multiple times and received no actionable help, increasing effort unnecessarily.
Call Transcript13 turns · 15 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist.
00:00
Speaker 2
Yes. Yeah, I tried to explain, I tried, as I, What exactly are you asking me? Okay. Okay. Give me a second. I'm linked, I'm router. I gotta hold on. Give me a second. I gotta get back up. Okay. Routerz. LinkSync router. OK [silence]
00:00
Speaker 1
Okay, it's three two L for Lima, one zero J for Juliet, zero six a for alpha, zero four four three three. And what is the model number? And can we provide also the serial number of the five child nodes? The serial number of the five, five child nodes. You have five child nodes, right? Or five other nodes.
01:00
Speaker 2
a... k, is serial number is three, two L10... Mr.. j... zero six A zero four four three three. sounds correct. and the firm was a bit... it's the MR 9600. Uh who. repeat that please.
01:00
Speaker 1
Yes. Can I provide a Serial Number? Yes. Hold on. 5- 0 D for Delta. Then 1- 0 M for Michael. And the next Note.
02:00
Speaker 2
Yeah, four, four of the notes, yeah. You want all of them? Give me a second. I have to, Now, OK, what is number one here? Number one, that's you want the serial number for number one? That's Five zero D is in Delta 10 M is an, right? Two, Five C is in Charlie. 64694 OK, give me a second. Number two, where's number two? Take this is number two.
02:00
Speaker 1
Yeah, the parent node and the first child node. So you have five links as devices. And then the next one.
03:00
Speaker 2
[silence]
03:00
Speaker 1
No, it's not. And and then next node for in total, including the parent node four. it's five zero Delta Charlie for Delta not D for Delta. Then the next one. So you have four MX 2000 and one MR 9600.
04:00
Speaker 2
M25 Charlie, 56-077. 50 Delta 50 Delta 10 M-2-5-C-5-6-0-7-7. Okay. Now you're going to have to work with me here. Okay. Uh which one that I haven't I given you? [silence]
05:00
Speaker 1
uh the other words. Oh yeah You can always feel free to call us back sir, but can I have also your email so that I can send you your ticket number for the troubleshooting process that we did. Your personal email or your linksys account email wherein we can send your ticket number. Is it apedelia14thotmail.com? Okay. So you have links as account. Just wait three to five minutes after this calls are for the ticket number and feel free to call us back to troubleshoot this kind of issue since it's a huge one.
06:00
Speaker 2
Because I'm, this has taken up too much time and I have a schedule to take care of. I have to do something else. Can you schedule this for some other time? All right, well, thank you. Okay, let me see which one. Let me see where my, that's what I'm looking. I'm looking for it right now, Miss. I don't know if I used the, I don't know which one I used. That's correct. All right.
07:00
Speaker 1
You're welcome. Have a great day also. Take care. Bye for now. [silence]