⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
V1 Rubric Scores
Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
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 delivered only a scripted greeting and requested a serial number, providing no troubleshooting, resolution, or customer adaptation. The interaction failed to address the customer's concerns about spam calls and new phones, with no diagnostic progress, ownership, or empathy demonstrated, resulting in a completely unresolved call.
V1 Case Analysis
Customer gave unclear, off‑topic remarks; no device info collected; agent provided only a generic greeting and request for serial number. No troubleshooting performed.
Troubleshooting Steps
None recorded.
Key Observations
Agent never collected essential product details (model, serial, warranty).
No problem identification or troubleshooting was attempted.
Call ended without any clear next steps, escalation, or closure.
Positive Highlights
None recorded.
Agent Errors / Gaps
Failed to ask for or confirm product model and serial number.
Did not identify the customer's issue or ask clarifying questions.
Provided no troubleshooting, guidance, or resolution path.
Lacked empathy or acknowledgement of the customer's statements.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent only delivered a generic welcome message and requested a serial number without addressing the customer's issue about spam calls or new phones.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were performed; the agent did not diagnose symptoms, ask diagnostic questions, or attempt any problem-solving.
R3Not MetCorrect resolution pathconf 96%
Agent did not assess product status, warranty eligibility, or select any resolution path; the interaction stalled after the initial request for a serial number.
Technical Accuracy
T1Not MetTechnically accurate infoconf 100%
No logical diagnostic process was applied; the agent provided no symptom identification, diagnostic questions, or root-cause analysis.
No tools, KB references, or resources were used or referenced during the interaction.
T3Not MetNo misinformationconf 100%
No technical information, recommendations, or conclusions were provided by the agent regarding the customer's issue.
Communication
C1Not MetClear & professional languageconf 95%
Interaction lacked clear framing, expectations, or control; the agent failed to guide the confused customer or manage the call direction.
C2Not MetConfirmed understandingconf 94%
Agent used a rigid script without adapting terminology, checking understanding, or accommodating the customer's confusion about spam calls and new devices.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent showed no ownership; effort was limited to a single request for a serial number with no follow-through or accountability.
O2Not MetProactive follow-throughconf 96%
No next steps, timelines, or commitments were established; the call ended without a plan or follow-up.
O3Not ApplicableClosure confirmationconf 99%
This was the first contact; there was no prior case history to maintain or reference.
No escalation was made and none was warranted due to the agent's failure to progress beyond initial requests.
E2Not ApplicableEscalation prep & handoffconf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Agent offered no empathy, patience, or professionalism beyond a robotic welcome message, ignoring the customer's frustration about spam calls.
X2Not MetTone & rapportconf 94%
Agent did not adjust tone, pace, or communication style to match the customer's confused and frustrated state.
X3Not MetOverall experienceconf 95%
Customer was forced to repeat and clarify issues without assistance; no steps were taken to reduce effort or streamline support.
Call Transcript2 turns · 2 lines
Speaker 1
Spam calls are interrupting your phone. You need to put the new phones on. Do you have a serial number for Linksys? A serial number for the link upstairs? I don't need a serial number. I don't need your serial number in the book because if they don't, they might not assist because it's too old. That's not a old. Link. I just got that. Linksys? I can get because changed things over and they made me get you because you took the new boxes. You because they made me get you from ticks. I'm not talking about the little thing. Yeah. You'll see. It's a little new.
00:00
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.