Ticket subject: MR9000 - unable to access the router through App
⚠ 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 engaged in clear avoidance/evasion (B) by refusing to assist during the call, providing inaccurate policy information, and dismissing the customer despite a resolvable cloud account issue. No troubleshooting, no ownership, no escalation — constitutes a critical failure under rubric.
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 address the customer's login issue, provided no troubleshooting, gave factually incorrect information about support eligibility and location requirements, and dismissed the customer without resolution or ownership. This represents a complete breakdown in service delivery, meeting the criteria for auto-zero due to evasion and avoidance.
V1 Case Analysis
Customer unable to log into router/account; agent provided incorrect support URL (support.links.com) and no troubleshooting steps. Call ended with no resolution.
Troubleshooting Steps
None recorded.
Key Observations
Agent provided incorrect support URL 'support.links.com' (not a Linksys domain, contradicts KB)
Agent misrepresented warranty/support policy, claiming device is 'out of support' but will be helped for free (contradicts KB)
No troubleshooting steps offered for login/password issue despite clear KB procedures (recovery key, local login via myrouter.local/192.168.1.1)
Agent did not collect model/serial number despite stating the need
Call ended with no actionable next steps or self-help resources provided
Positive Highlights
Agent acknowledged customer frustration about hold time
Agent apologized for inconvenience at end of call
Agent Errors / Gaps
Provided invalid support URL (support.links.com) - not a Linksys domain and contradicts KB
Failed to follow KB procedure for password/login issues (recovery key, local login)
Did not collect model/serial number after requesting it
Provided no troubleshooting steps before ending call
Failed to offer any self-help resources (KB articles, email follow-up)
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent never resolved the login issue, provided no workaround, and told customer to call back later.
R2Not MetDiagnostic thoroughnessconf 98%
Agent only asked for serial/model number and gave no troubleshooting steps before ending the call.
R3Not MetCorrect resolution pathconf 97%
Agent gave contradictory warranty statements and dismissed the customer despite the issue being resolvable via cloud account reset regardless of warranty or location.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
No diagnostic questions were asked; agent did not identify symptoms or attempt to determine root cause of login failure.
Agent did not use KB, remote tools, or any resource to assist with account login despite clear documentation on password reset procedures.
T3Not MetNo misinformationconf 97%
Agent incorrectly claimed support requires being at home and implied out-of-warranty devices get no help, contradicted by KB allowing remote password reset via linksyssmartwifi.com.
Communication
C1Not MetClear & professional languageconf 96%
Agent gave confusing, unstructured statements, never set clear expectations, and lost control of the call flow.
C2Not MetConfirmed understandingconf 95%
Agent used generic language, did not adapt to customer’s frustration, and failed to confirm understanding of the issue or next steps.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent told customer to call back when at home, showing no ownership and avoiding responsibility to resolve the issue during the call.
O2Not MetProactive follow-throughconf 96%
Only next step offered was 'call us back when you are in the house' with no timeline, follow-up, or proactive effort to reduce customer effort.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 95%
Agent decided not to escalate without attempting troubleshooting; escalation was warranted given the unresolved account access issue.
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent offered only a brief apology and did not acknowledge customer’s frustration, 30-minute wait, or repeated effort to resolve the issue.
X2Not MetTone & rapportconf 95%
Agent maintained flat, unresponsive tone despite customer’s distress and urgency; did not adjust pace or style to re-engage or show empathy.
X3Not MetOverall experienceconf 96%
Customer was forced to hang up and call back later, creating avoidable repetition and delay with no attempt to resolve remotely.
Call Transcript8 turns · 10 lines
Speaker 1
Your call is important. South Health Oklahoma. Okay.
00:00
Speaker 2
Welcome to Linksys 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.links.com for more information about your product.
00:00
Speaker 1
Peter passing [silence] And opening a door. Then you [silence]. Why'd You deleted? Oh, God. Over there. Over there. Ah! Stop deleting! Stop! Stop what? Why delete? Why delete? You have to go to school. You want to keep everything they're for now. No. No, I'm I'm it's because I've been waiting 30 minutes. No. Um well I'm no longer at the house. So here's my problem. I cannot log into my account. Every time I try to log in, it says it wants me to add a new Wi or an existing and whenever I try to do either of them, it doesn't let me. [silence]
06:00
Speaker 2
hello yes is two noisy hello where uh you're outside right you're all right all right go ahead tell me what is a problem you may call me back all right
26:00
Speaker 1
Yeah, I know, I was there, and I've been on hold for almost 30 minutes trying to get through, so we had to leave. Does it always take this long to get through to customer support? Yeah, yeah. It's just, it's a problem. I can't get into my account.
27:00
Speaker 2
I need the serial number of the router and the model number, so that I can take a look at it. I think you were no longer in the house. Give us a call back when you are in the house. alright. Yeah. Yeah, because right now we offer free support for everybody before, if you're out of warranty, we do not give you support. I know your router is already out of support, we will give it to you for free. And people are taking advantage of it. That's why there are too many people calling us. Got it? Before, if you're out of if you're, uh right now, we can give you a call anytime. We can support anytime, even if it's already out of warranty.
27:00
Speaker 1
I can't change my password. I have to be there at the house. I'm very busy. I have to come and go. Whenever you guys answer, I'm not at the house. So I probably just have to find a different company to to work with that's a lot more easier and accessible. Ugh. Now, I'll have to call back when I'm at home again and hopefully I can get through. Thank you. Thank you. Have a good day.
28:00
Speaker 2
I apologize for that and anything else you can help all right then. Bye bye for now.