⚠ 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: Avoidance/Evasion (B) – agent refused to assist and ended the call without providing help or escalation.
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 collected minimal information, then abruptly declared inability to help with the Archer A7 router and told the customer to call back. No troubleshooting, no technical guidance, no escalation, and no next steps were provided, resulting in a complete lack of resolution and a clear avoidance of the issue.
V1 Case Analysis
Customer locked out of TP-Link Archer A7 router admin page (Wi-Fi off). Agent provided incorrect URL (support.lynxys.com), no troubleshooting, and abandoned call without referral or next steps.
Troubleshooting Steps
None recorded.
Key Observations
Agent played incorrect pre-recorded message with 'support.lynxys.com' — a hallucinated and invalid domain.
Agent failed to recognize Archer A7 as a TP-Link product and did not offer any referral or support path.
No troubleshooting steps (power cycle, reset, local access) were suggested despite standard procedures being applicable.
Agent abruptly ended the call with 'I cannot help with this one. I'm not trained for the Archer device.'
No referral to TP-Link support or self-help resources was provided.
Positive Highlights
None recorded.
Agent Errors / Gaps
Provided incorrect and hallucinated support URL: 'support.lynxys.com'.
Failed to recognize Archer A7 as a TP-Link product; did not refer customer to correct manufacturer support.
Provided zero troubleshooting steps for a locked-out router (power cycle, factory reset, local access).
Abandoned the call without following any escalation or referral protocol for unsupported devices.
Failed to maintain call control or provide any closure, next step, or empathy.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent stated, 'I cannot help with this one. I'm not trained for the Archer device. Okay? Just call.' No resolution or valid escalation was provided.
R2Not MetDiagnostic thoroughnessconf 98%
Agent only asked for email, ISP and model, then ended the call without any troubleshooting steps.
R3Not MetCorrect resolution pathconf 97%
Agent declared inability to assist due to lack of training rather than selecting an appropriate path (e.g., generic router login steps).
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
No diagnostic questions about the symptom (e.g., 'cannot access admin page') were asked; only basic info was collected.
No tools (admin UI, remote session, logs) were used even though the issue required checking the router's web interface.
T3Not ApplicableNo misinformationconf 90%
Agent did not provide any technical guidance or recommendations to evaluate for accuracy.
Communication
C1Not MetClear & professional languageconf 96%
Agent gave no clear expectations, offered no plan, and abruptly ended with 'Just call.'
C2Not MetConfirmed understandingconf 95%
Agent's language was garbled and did not adapt to the customer's repeated attempts to explain the problem.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent transferred responsibility to the customer ('Just call') without taking ownership.
O2Not MetProactive follow-throughconf 96%
No next steps, timelines, or follow-up commitments were given.
O3Not ApplicableClosure confirmationconf 90%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 95%
Agent chose not to escalate despite the issue being within the support scope for Archer routers.
E2Not MetEscalation prep & handoffconf 95%
No escalation was performed; therefore no escalation details or customer notification were provided.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent showed no empathy ('I cannot help... Just call') and was dismissive.
X2Not MetTone & rapportconf 95%
Agent did not match the customer's frustrated tone; communication remained flat and unhelpful.
X3Not MetOverall experienceconf 95%
Customer was forced to repeat the model and problem without any assistance, increasing effort.
Call Transcript7 turns · 7 lines
Speaker 2
Welcome to links is support. To ensure quality service, your call may be monitored. Certain products will be supported, while end 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.lynxys.com for more information about your product. [silence]
00:00
Speaker 1
Your call is hanging up, okay? the the ([silence])
15:00
Speaker 2
Well, thank you for calling, [(LG)] My name is Nathan, with looks like. Except, who am I speaking? Sid segregates. Satans. Well, with an old sings,
18:00
Speaker 1
I just had my internet service turn back on today, and I'm trying to connect to my router and it's not allowing me to connect to the router. It's Royal Royal Communication. I was locked out. I'm trying to get back in. And I can't get the page to pop up that has the email and password port you got to change the password. [silence] and the Wi-Fi is off on the router. I got to figure out how to turn it back on because it's connected to my laptop okay, but I also so it's like, I'm wondering if I have to turn the router off and back on. Hey Google, turn on my router [silence] Siri, turn on my router. Open your panels. [silence] Hey Google, turn on royal communications router. Turn on. Royal router. [silence] Siri, turn on, Royal router. Hey Google, turn on my router.
19:00
Speaker 2
U.S. versus I'm calling us in all right, let me create the case ticket for you. What is your email address? Jim.com all right, tell me what is the problem? all right, who's the internet service provider spectrum XS it? all right, what is the model of your router?
19:00
Speaker 1
An Archer A7? I'm sorry, can you repeat that? Yes. Yes. Okay, thank you.
20:00
Speaker 2
All right, sorry for that one. I cannot help with this one. I'm not trained for the Archer device. Okay? Just call.