⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing free, best-effort troubleshooting for an out-of-warranty device by immediately offering only a paid support option, directly contradicting the OOW support policy requiring genuine troubleshooting attempts regardless of warranty status.
V1 Rubric Scores
Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-32.0)
V2 Grader Summary
The agent failed to perform required troubleshooting, incorrectly claimed out-of-warranty devices receive no free support — violating policy — and avoided responsibility by pushing a paid option. Critical technical inaccuracies (undefined LED color, false warranty guidance) and lack of tool use resulted in no progress. This constitutes evasion of support duties, triggering an auto-zero under the Avoidance/Evasion rule.
V1 Case Analysis
Customer reports child node showing solid purple/pink light and disconnected in app. Agent misdescribed LED as pink (should be purple), incorrectly stated warranty expires June 2025 (in the future), and offered $15 paid support without troubleshooting. Directed customer to re-add via app but did not verify model, perform reset, or create a case.
Troubleshooting Steps
Collected customer name, phone number, and serial number
Asked about app usage and prior steps (unplugged, reset button pressed)
Identified node as in ready-to-setup mode based on LED
Directed customer to use Linksys Smart Wi-Fi app → Add a new product
Key Observations
Agent stated warranty expires in June 2025 (transcript [05:00]), which is in the future and factually incorrect given customer stated it expired last year.
LED color misdescribed as 'solid pink' when the correct indicator for ready mode on Linksys mesh is solid purple.
No troubleshooting performed beyond suggesting app-based re-add—no reset, no pairing button check, no signal check, no mesh rebuild guidance.
Agent pushed $15 paid support for a basic issue without first offering free self-help steps or validating the problem.
No HappyFox case was created despite collecting customer data and serial number.
Agent failed to identify the actual product model/family (e.g., MX5500), which is critical for accurate troubleshooting.
Customer was left with vague instructions and no confirmation path.
Positive Highlights
Collected customer name, phone number, and serial number (transcript [01:00]–[02:00]).
Confirmed customer has the Linksys Smart Wi-Fi app and attempted to guide them to use it (transcript [04:00]).
Provided factually incorrect warranty expiration date (June 2025), which is in the future and contradicts customer statement.
Misdescribed LED color as solid pink instead of solid purple, which affects customer's ability to correctly interpret device state.
Failed to perform any actual troubleshooting (e.g., 5-press reset, pairing button check, signal strength verification).
Offered paid support as the next step without exhausting free, documented self-help options.
Did not create a HappyFox case despite collecting customer information and serial number.
Did not verify or clarify the exact product model or family, risking incorrect guidance.
Gave no validation step to confirm whether the re-add attempt succeeded.
Allowed customer to end call without confirming understanding or next steps.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the issue or achieve any outcome; only directed customer to use the app and offered a paid support option with no guarantee of success.
R2Not MetDiagnostic thoroughnessconf 97%
Agent skipped required troubleshooting steps (reboot, check parent node, verify connection) and did not follow the standard mesh node recovery process outlined in KB articles.
R3Not MetCorrect resolution pathconf 98%
Agent incorrectly stated that out-of-warranty devices receive no free troubleshooting, contradicting the OOW best-effort policy requiring genuine troubleshooting attempts regardless of warranty status.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 92%
Agent identified the symptom (node showing solid purple) but failed to ask diagnostic questions about parent node status, firmware, or physical placement to determine root cause.
No tools were used — agent did not suggest checking the web interface, performing a speed test, or using local access (http://192.168.1.1 or http://myrouter.local) to verify network state.
T3Not MetNo misinformationconf 97%
Agent made two material inaccuracies: (1) referred to a 'solid pink' LED not defined in any KB, and (2) falsely claimed no free troubleshooting for OOW devices, violating documented policy.
Communication
C1Partially MetClear & professional languageconf 90%
Agent introduced themselves and collected information but failed to guide the interaction with a clear plan, lost control when customer sought clarification, and abruptly introduced payment.
C2Partially MetConfirmed understandingconf 87%
Agent used basic language but did not adapt to customer confusion, repeated scripted lines without checking understanding, and failed to simplify app instructions when asked again.
Customer Ownership
O1Partially MetOwnership & empathyconf 91%
Agent did not transfer the case but limited ownership by immediately deferring to paid support instead of attempting free, best-effort troubleshooting required for OOW devices.
O2Partially MetProactive follow-throughconf 89%
Agent provided a next step (use app to add new product) but gave no timeline, follow-up, or confirmation process; customer was left to self-manage with no support commitment.
O3Not ApplicableClosure confirmationconf 100%
Confirmed first contact; no prior case history or handoff context needed.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Partially MetCustomer effort minimisedconf 86%
Agent used polite phrases but failed to acknowledge customer frustration meaningfully; empathy was transactional, especially when introducing cost barrier.
X2Not MetTone & rapportconf 93%
Agent did not adjust to customer’s repeated requests for clarification; remained rigidly scripted and did not slow pace or rephrase instructions.
X3Not MetOverall experienceconf 94%
Customer repeated model and serial number; agent did not use collected data efficiently and forced customer to perform all troubleshooting alone via app.
Call Transcript10 turns · 12 lines
Speaker 1
Yes, one of my nodes is not working and I need to try to get it fixed. [silence] Yes, one of my nodes is not working and I need to try to get it fixed. [silence]
00:00
Speaker 2
Welcome to Lincus 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. [silence] Register your product by visiting register.linksys.com. Please have your device serial number ready. [silence] For assistance, press 1 Now. For out of warranty product, please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hithank you for calling Linucis. My name is Ven, and I'll help you today. What's the light on the node that's not working? Thank you so much. Before anything else, can I ask, is this your first time calling? [silence] Since this is your first time calling, I'll just have to gather some quick information so that I can create a case here in our system. Can I have your first and last name? [silence] What about the last name? Crawford. C-R-A-F-O-R-D. Thank you. What's the email address?
00:00
Speaker 1
Yes.
02:00
Speaker 2
And the phone number you're calling from is eight one four eight eight two zero triple two. Can you provide me the serial number of the Linksys device? Four three K like Kilo one zero M like Mary two seven T like boy three zero three five two. What's the model number?
02:00
Speaker 1
55 EC. It's three total. Spectrum. Do I have the app? Yes. I unplugged it. I hit the on and off button and I hit the reset. And on my app it says this is off. It's not working.
03:00
Speaker 2
How many MX five five ECs do you have? Lastly, may know is the Internet service provider. All right, let me quickly double check everything on my end. Can I ask, do you use the links to Smart WiFi app? What kind of troubleshooting steps have you done so far? All right, thank you so much for that one. All right. So right now, your child node currently shows that it's disconnected and the light is, as you mentioned, is in a solid pink or solid purple light, which indicates it's in the ready to set up mode. In order for you to re-add the app, I'm sorry, the node. You need to use the links systems Linksys Smart Wi-Fi app and use the option that says add setup a new product. From there you'll be able to add your child node back again to the system. However, before any further trouble shooting may also start, I do have to set your expectations, the unit is no longer in warranty, which sets that it's no longer eligible for further trouble shooting on our end. But all trouble shooting steps are completely free and available on support.linksys.com. However, if you further trouble shooting for an out of warranty product on the phone, it entails a $15 cost if you do so wish to proceed.
03:00
Speaker 1
So $15 to get my, so could you to tell me again what I need to do? I need to go to the liking system and do what? And so to pay $15. So, so you said that my my system is out of warranty. When was it out of warranty? Last year. A whole year. Okay. And so, and so if I wanted to, if I wanted to go to, help to, so if I paid the $15 and and I guarantee that my Node's going to go to it's going to work.
05:00
Speaker 2
you need to go to your Linksys app and find the option set up a new product to add your node to the system back again. Yes, the unit is no longer in warranty, which entitles it's no longer eligible for free troubleshooting. in terms of the serial number, the unit have it went out of, I'm sorry, the warranty had expired around June of 2025.
05:00
Speaker 1
Okay, well, I appreciate it, I thank you so much, I'll just try to try to do it. You too, bye bye.
06:00
Speaker 2
For the $[REDACTED_PAYMENT_DIGITS] payment, if you're going to proceed with it, you are agreeing to a one time non-refundable technical support session lasting up to an hour. If we also do determine that the product, which is your Linksys, seems to be defective in any sort of way possible, no refund or replacement will be issued for it. And lastly, in terms of your question, it is still considered a [REDACTED_PAYMENT_DIGITS]% chance that it may or may not work. That's why it remains optional. All right. No worries there once again. Thank you so much for calling Linksys. If you have any more inquiries, feel free to call us back as well. Take care and have a great day. [silence]