⚠ 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: Agent exhibited clear avoidance/evasion by providing no actual troubleshooting, delivering materially inaccurate technical information, and abruptly ending the call without resolution or handoff — meeting 'B' (Avoidance/Evasion) auto-zero criterion.
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
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)
V2 Grader Summary
The agent failed to perform basic troubleshooting, provided factually incorrect information about the E9450’s firmware support, ignored customer communication needs, and abandoned the case without resolution or escalation. This constitutes a complete failure in technical accuracy, customer ownership, and resolution progress.
V1 Case Analysis
Customer with E9450 reports intermittent internet dropouts; iPhone sees network but no signal. Agent incorrectly claimed no firmware updates exist, omitted troubleshooting, and ended call without resolution.
Troubleshooting Steps
Advised customer to open a web browser and navigate to the router’s default IP address (incomplete: '192.168.')
Key Observations
Agent incorrectly claimed E9450 has no firmware updates (KB contradiction - E Series supports updates).
No basic troubleshooting performed (reboot, speed test, WAN status check) despite intermittent connectivity issue.
Warranty status never verified despite customer's explicit question.
Call ended abruptly without resolution or next steps.
Agent failed to collect serial number or follow escalation protocol.
Positive Highlights
Agent acknowledged customer's request to slow down and repeated instructions after being asked.
Agent Errors / Gaps
Provided factually incorrect information: E9450 does support firmware updates (KB contradiction).
Failed to perform standard troubleshooting (reboot, speed test, WAN status check).
Did not collect serial number or verify warranty status.
Ended call without resolution or next steps.
Gave misleading explanation about modem updates causing issues (not supported by KB).
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent ended the call without resolving the internet-cutting-out issue, offering no solution, RMA, escalation, or even accurate troubleshooting path.
R2Not MetDiagnostic thoroughnessconf 97%
No meaningful troubleshooting steps (reboot, speed test, modem check, firmware verification) were performed or suggested.
R3Not MetCorrect resolution pathconf 96%
Agent incorrectly claimed E9450 is first-gen with no firmware updates; failed to assess warranty status or offer appropriate path (RMA, replacement, or best-effort OOW troubleshooting).
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not ask diagnostic questions about ISP, connection type, or symptom pattern; jumped to unsupported conclusion about modem updates.
No use of KB, logs, or diagnostic tools; relied solely on incorrect verbal assertions instead of verified resources.
T3Not MetNo misinformationconf 98%
Incorrectly stated E9450 is first-gen with no firmware updates — contradicts KB; E9450 is an EasyMesh node with documented firmware updates.
Communication
C1Not MetClear & professional languageconf 96%
Agent failed to set expectations, gave fragmented instructions, and abruptly ended call without transition or closure.
C2Not MetConfirmed understandingconf 97%
Customer explicitly asked agent to slow down and repeat; agent continued speaking rapidly without adapting language or confirming understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent did not take ownership — offered no follow-up, no case tracking, and prematurely closed interaction.
O2Not MetProactive follow-throughconf 95%
No next steps, timeline, or follow-up commitment provided; customer left without direction.
O3Not ApplicableClosure confirmationconf 99%
Confirmed first contact; no prior case history to reference or maintain.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 94%
No escalation despite persistent internet outages and likely hardware/firmware issue; customer deserved at least RMA or engineering review.
E2Not MetEscalation prep & handoffconf 93%
No escalation executed, so no details were communicated to customer about next steps or support path.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent failed to acknowledge customer frustration, repeated issues, or express empathy or apology.
X2Not MetTone & rapportconf 95%
Agent ignored customer’s request for clearer, slower speech and did not adjust tone or pacing.
X3Not MetOverall experienceconf 96%
Customer had to repeat concerns and was given no streamlined path; agent increased effort through confusion and inaction.
Call Transcript11 turns · 12 lines
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.com. Please have your device serial number ready. Please have your serial number ready for assistance. Press One now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again [ long pause. ]
00:00
Speaker 1
Okay, I have links this model number, e9450.
01:00
Speaker 2
Press 8. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, press 8. Please remain on the line for assistance. [silence] Hi, thank you for calling Lynx's Technical support. This is Ryo. How can I assist you today?
01:00
Speaker 1
Is that still under warranty? Well my internet keeps cutting out several times a day. And um my devices my iPhone for example sees the Linksys uh but but no signal is coming through. Uh and I I just wanted to know how do you know if the software and the Linksys is up to date? And that there's no conflict between that software and the modem or if the software needs to be updated. How do you know? How would I know, for example? How do I how do I do that? How do I do that? [silence]
02:00
Speaker 2
All right, sir. How can I assist you? uh-m no go ahead. uh well um uh you you need to log in sir to the Linksys uh web interface so that you will be able to know that the firmware is updated. However, for the router, okay.
02:00
Speaker 1
Well, you're talking, stop stop stop. You're talking too fast and you're not enunciating very clearly, so could you repeat that again please? I go to where? Okay. Okay.
03:00
Speaker 2
You will need to open a browser and then you visit the default IP address. That's 192.168. So let me just provide you just a little background first before we proceed, okay? Now, for the router that you have, this is part of our first-generation router, meaning to say that this router does not have any more updated firmware. Aside that we no longer manufacture this device, we don't provide any more firmware updates. Now, for your second question, you can open a browser and then after opening a browser, you can type in the URL box 192.168.
03:00
Speaker 1
Okay, but do you think that this could be the reason? Is there a conflict between the router and the modem as to why I keep cutting out? That the router needs... That this router is too old to match to the modem? [silence] But why would it happen all of a sudden? [silence] Okay. [silence] So, what would be uh [silence] the
04:00
Speaker 2
dot one dot one. Yes sir that's one of the reasons there are updates going on from your modem that your internet service provider did not provide you sir. That's why your router right now is having an issue or has been impacted.
04:00
Speaker 1
The best Linksys router for me for my home, the house is only like, it's less than 3,000 sq. ft. and this particular modem gets really good coverage throughout the house.
05:00
Speaker 2
uh maybe it's with the model of the divisor we identify so for MX series, this is newly released newly released a sir, this is our new release. Yes, you're welcome sir. You have a nice day sir. Bye bye for now