⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by falsely claiming the device is no longer supported and directed the customer to buy a new router without attempting any troubleshooting or verifying product status.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent incorrectly declared the device unsupported, provided no valid troubleshooting, and failed to resolve the internet connectivity issue. The interaction lacked technical accuracy, ownership, and empathy, resulting in an unresolved outcome with clear evasion of support responsibility.
V1 Case Analysis
Customer reported no internet with flashing yellow/ steady green LEDs on router (model 'EAS N', serial 16T10C6C603872). Agent incorrectly stated device is unsupported and not made by Linksys, advised factory reset without guidance, and closed call without verification or next steps.
Troubleshooting Steps
Collected serial number and model identifier.
Asked for ISP information (unanswered).
Asked about LED status.
Suggested a factory reset without step-by-step instructions or validation.
Key Observations
Agent made a materially false claim at [04:00] that Linksys no longer supports or manufactures the device, which is inaccurate and harmful.
No actual troubleshooting was performed despite clear LED indicators that could inform diagnosis.
Call ended without any verification, follow-up plan, or resource sharing, leaving the customer with no real support path.
Positive Highlights
Collected serial number accurately from customer's phonetic spelling at [01:00].
Attempted to gather ISP information and LED status, showing initial diagnostic intent.
Agent Errors / Gaps
Incorrectly stated at [04:00] that Linksys 'doesn't provide technical support for this device anymore' and 'doesn't manufacture the device' — this is factually wrong and contradicts Linksys support policy.
Failed to identify that 'EAS N' is likely a misheard/mistranscribed EA Series model (e.g., EA6350, EA6900), which are standard Linksys products.
Did not interpret LED status (flashing yellow, steady green) which typically indicates WAN/internet connection failure — a key diagnostic step skipped.
Provided no step-by-step reset instructions (e.g., duration to hold reset button) and did not guide post-reset setup.
Did not verify warranty status, offer escalation, or provide any KB article, email, or self-help resource.
Abandoned call without confirming next steps or setting expectation for follow-up.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Agent told customer to reset the router and suggested buying a new one, but did not verify resolution or provide a valid path to fix the internet issue.
R2Not MetDiagnostic thoroughnessconf 95%
Agent asked for model, serial, ISP, and LED status but stopped troubleshooting prematurely upon misidentifying the device as unsupported; no meaningful diagnostic steps were conducted.
R3Not MetCorrect resolution pathconf 95%
Agent incorrectly claimed no support is provided for the device and offered no best-effort troubleshooting despite the customer having an active issue; failed to verify product status or warranty eligibility.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 90%
Agent identified symptom (LED status) and asked for model/serial/ISP, showing initial diagnostic intent, but failed to logically isolate root cause or proceed beyond incorrect assumption of device obsolescence.
No KB articles, remote tools, or firmware checks were used; agent relied solely on verbal claim of device ineligibility without consulting any resource.
T3Not MetNo misinformationconf 95%
Agent stated 'we don’t provide technical support for this device anymore' and 'no updated firmware' — factually incorrect for most Linksys devices; EA-series routers are not universally EOL.
Communication
C1Not MetClear & professional languageconf 90%
Agent provided no call framing, lost control by abruptly ending interaction, and failed to guide customer through any structured process.
C2Partially MetConfirmed understandingconf 85%
Agent used simple language and avoided jargon, but did not confirm understanding or adapt communication style beyond basic clarity.
Customer Ownership
O1Not MetOwnership & empathyconf 95%
Agent immediately dismissed responsibility by stating no support is provided and suggested purchasing a new router instead of owning the case.
O2Partially MetProactive follow-throughconf 85%
Agent mentioned resetting the router as a next step but gave no timeline, follow-up plan, or verification method for success.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history to reference or handoff required.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 90%
Agent did not acknowledge customer’s frustration after outage, express empathy, or apologize for the situation — purely transactional tone.
X2Not MetTone & rapportconf 90%
Agent maintained a flat, unresponsive tone and did not adjust to customer’s apparent confusion or emotional state.
X3Not MetOverall experienceconf 90%
Customer was left to perform all actions independently with no agent-side support, unnecessary repetition of basic info, and no effort reduction.
Call Transcript10 turns · 11 lines
Speaker 1
Yes, we had a a a internet outage.
00:00
Speaker 2
Welcome to Linksys 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.linksys dot com. Please have your device serial number ready. For assistance, Press one now. For out of warranty products, paid support may be available. Sorry, that's not an available option. Please select from the following option. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Hello, thank you for calling Linksys tech support. This is Trump. How can I assist you today?
00:00
Speaker 1
here up here where I live, I got one of your routers and now they say it's back with my router, but I cannot connect to the internet. I don't know if it's the router or what the problem is. Yes, let me get that right before we hang on. Okay, the um, let's see. Okay, the serial, you want the serial number or the MAC address. Okay, the serial number is 16 T as in Thomas, 10 C as in Charlie, 6, C as in Charlie, 6, 0, 3872. The model number is E A S N
01:00
Speaker 2
I see all right. and can you tell me where what is the model number and the serial number of your [silence] The serial number and the model number sir. got it. and Mm-hmm. Got it. And also if you may know, who is your internet service provider? [silence] Got it. Thank you so much for providing me this information, sir. Please bear with me for a moment. And what troubleshooting have you done so far with your Lennox 311 router? [silence] Okay. The Lennox 311 router, right. One moment here. [silence]
01:00
Speaker 1
Yes, I have a – I have a flashing yellow, a steady green, and then a steady green.
03:00
Speaker 2
[KEEP_UNCERTAIN] [silence]
03:00
Speaker 1
Okay, so and now. Okay, so I'll just press and hold the reset button, which are on the side. Now there's there's two of them. There's the reset. Oh, you got to use it like a paper clip, right? Okay, yeah. Well, that sounds good and I know that
04:00
Speaker 2
We don't provide technical support for this device anymore. And also we don't manufacture the device and no updated firmware. So what I can highly suggest user is purchase a new router. However, if you don't want to purchase a new one, you can still use this one. You just need to reset your router like you need to press and hold the reset button and then set it up again. Yes, and also suggest to set a proper expectation. Once you reset your router, it will go back to the default settings and all the devices that are connected to your Wi-Fi, to your links router, will be disconnected.
04:00
Speaker 1
Better do that then. Okay? Okay. Bye bye.
05:00
Speaker 2
All right so yes you can do it on your own all right thank you so much sir