⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall2.4% (-19.6)
V2 Grader Summary
The agent never engaged in any troubleshooting, provided an incorrect website link, and terminated the call after a short period of silence. No resolution path, ownership, or empathy was demonstrated, resulting in an unresolved outcome and a critical call abandonment.
V1 Case Analysis
No customer response; agent gave incorrect support URL and ended call without resolution.
Troubleshooting Steps
None recorded.
Key Observations
Customer never responded, so no issue could be identified or addressed.
Agent provided an incorrect support URL: 'support.lyncis.com' instead of 'support.linksys.com' — a factual inaccuracy confirmed by KB.
No attempt to collect model number, serial number, or warranty status — protocol not followed.
Call ended without confirming line disconnection or offering alternative contact methods.
Positive Highlights
Agent acknowledged potential audio issues and gave the customer a chance to respond before ending the call.
Agent Errors / Gaps
Failed to obtain any customer issue or details despite multiple prompts.
Provided an incorrect and unsupported support website URL (lyncis.com), which is not a valid Linksys domain per KB.
Did not follow standard protocol for data collection (model, serial, warranty) even though the IVR instructed customers to have serial number ready.
Ended the call without offering a correct next-step, escalation path, or verified self-help resource.
Did not confirm whether the customer was disconnected or simply unresponsive before terminating.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent never addressed the customer's issue; simply gave a website link and ended the call.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were attempted; the agent only repeated a greeting and then hung up.
R3Not MetCorrect resolution pathconf 96%
No resolution path (RMA, escalation, or troubleshooting) was offered; the agent only suggested visiting a website.
Technical Accuracy
T1Not MetTechnically accurate infoconf 99%
Agent did not ask any diagnostic questions or identify symptoms.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Partially MetCustomer effort minimisedconf 90%
Agent apologized for not hearing the customer ('I really do apologize'), showing minimal empathy.
X2Not MetTone & rapportconf 97%
Agent used a one-size-fits-all script, did not adjust pace or tone, and disengaged quickly.
X3Not MetOverall experienceconf 98%
Customer effort was increased by being forced to disconnect and seek help elsewhere.
Call Transcript1 turns · 3 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while and 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. [silence] [silence] Thank you for calling Linksys. This is Epi. How can I help you? Thank you for calling Linksys. This is Epi. How can I help you? [silence] Hello. I really do apologize but I hear nothing from your end. I'll wait on the line for 10 seconds. If I can't hear from you, I'll be disconnecting this call. Please make sure that your phone is not muted. Hello? okay For more information, you may always visit our site support dot lyncis.com. So this is Epi again from Linksys thank you for calling, you do have a great day bye bye