⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately defaulting to emailing a KB document without diagnostic effort, effectively evading responsibility for resolving the issue.
V1 Rubric Scores
Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to perform any meaningful troubleshooting, asked irrelevant questions, and avoided direct support by promising an email. No technical steps were taken, no empathy shown, and the customer was left without resolution. This constitutes clear avoidance of support duties, warranting an auto-zero for evasion.
V1 Case Analysis
Customer unable to connect Linksys mesh nodes to Starlink after relocation. Agent collected name and email, created a support record, but performed no troubleshooting or product identification. Promised to email a generic setup guide. No resolution achieved.
Troubleshooting Steps
Collected customer name and email address
Created a support record in the system
Key Observations
Agent never identified the Linksys product model, serial number, or family, which is a critical failure for technical support.
No actual troubleshooting (reset, LED check, pairing, app/web access) was performed despite a clear connectivity issue.
Agent asked irrelevant and confusing questions about 'Blink Prism Devices' [03:00], which are not Linksys products and indicate a major lapse in focus.
Agent inconsistently identified as both 'Rio' [01:00] and 'Riel' [06:00], undermining professionalism and trust.
Agent provided only a promise to email a generic guide, with no confirmation of receipt, understanding, or follow-up plan.
Call lacked structure: no restatement of issue, no troubleshooting path, no verification of fix.
Positive Highlights
Collected customer name (Jennifer McWilliams) accurately [03:00].
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
No empathy expressed; ignored customer’s stress and urgency in setting up new location.
X2Not MetTone & rapportconf 95%
Failed to match customer’s pace; communication was disjointed and off-topic.
X3Not MetOverall experienceconf 94%
Customer provided serial and email but received no actionable help, increasing effort.
Call Transcript10 turns · 12 lines
Speaker 1
Yes, ma'am. We are trying to connect our links. Our nodes to our Starlink.
00:00
Speaker 2
Welcome to Lynx's 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.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unn - unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. tested. This is Rio, how can I assist you today?
00:00
Speaker 1
Me and we're having some issues. First time. No. It's not connecting. We moved to a new location and we pulled these out of the box. The mini kit is new, so we were you know. Right. Okay.
01:00
Speaker 2
If I may ask ma'am, is this the first time you're going to connect your node to Starlink or is just working fine before? Okay, did you recently purchase the Starlink device? Okay, all right. Um if I may ask ma'am, what happened to your Starlink device? Did it Uh disconnect automatically to your network or did you change modem? Got it. Thank you so much ma'am. Can you confirm to me what's the serial number for the Starlink device please?
01:00
Speaker 1
Honey, I need your eye. The serial number, or the model number? In here. I think right there. Serial number? Yikes, that's small. I need to take a picture of it. Okay, the serial number is 20 J 20-6 0-99-0-29-38. Just just these three nodes. Three. Three. Is this the first time? What? Yes. Jennifer McWilliams. J-e-n-n-t three zero
02:00
Speaker 2
Blink Prism Devices there, you have? How many nodes? It is late. Is this the first time that it's owned by Netflix? Is this the first time you've owned Blink Switch? Okay, let me create a trace for your record before I proceed and troubleshoot the device. May I know your first name and last name? How about your email address then?
03:00
Speaker 1
@hotmail.com sorry you're you're breaking up yes okay
04:00
Speaker 2
Can you give me at least three minutes? Let me just create a record from before. I'm sorry. Can you hear me now better? All right. Let me create first a record map in the system. Give me just three minutes. Okay? All right. So, ma'am, by the way, I was able to create a record for you in the system.
04:00
Speaker 1
the email all right thank you yes G TM at hot male dot com all right thank you you too talk to you
06:00
Speaker 2
all right, so I have emailed you an email con- uh contains the step-by-step procedure on how you can set up your device. That's for free. But which one do you prefer? Let me confirm again your email address so that you'll be able to receive the troubleshooting guide. So that would be jncp30@hotmail.com. All right, that correct? Got it. So Ma'am uh give me three minutes after our call. You can just refresh your email and you'll be able to receive the uh document, okay? All right. Thank you so much for your time, Ma'am. And again, this is Riel from Linksys. You have a nice day.