Ticket subject: E1200 - security camera cannot connect
⚠ 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: Agent exhibited clear avoidance/evasion (B) by refusing to engage in troubleshooting, providing factually unsupported technical claims regarding firmware, and deflecting responsibility to the ISP without attempting any resolution path.
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
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent failed to perform any diagnostics and provided a technically unsupported claim that no firmware existed to match the router's speed/security to justify immediate replacement. This behavior constitutes avoidance/evasion, as the agent abdicated all support responsibility to the ISP without attempting a single KB-backed troubleshooting step.
V1 Case Analysis
Customer reports Link TV not connecting to network/VPN; router model E1200-W. Agent gave no troubleshooting, incorrectly advised router replacement, and directed customer to ISP without verification.
Troubleshooting Steps
None recorded.
Key Observations
Agent failed to perform any diagnostic or troubleshooting steps on the router or connected devices.
Agent provided factually incorrect information that the E1200-W has no firmware updates, contradicting Linksys KB documentation.
Agent did not verify whether the router was functioning or if the issue was isolated to the TV device.
Agent directed customer to ISP without confirming if the device was ISP-provisioned or eligible for replacement.
No case was created, no warranty eligibility assessed, and no self-help resources provided.
Positive Highlights
Addressed the customer by name at the start of the call.
Confirmed that other devices were connected to the network, which shows an attempt to isolate the issue (though not followed through).
Agent Errors / Gaps
Did not verify router connectivity, firmware version, or Wi-Fi settings despite customer providing model and serial number.
Provided materially incorrect technical advice that the E1200-W has no firmware updates — per KB, E Series routers support firmware updates via http://192.168.1.1 or http://myrouter.local.
Incorrectly concluded the router must be replaced without any diagnostic process.
Failed to collect or confirm essential product details in a structured way despite having partial information.
Did not create a case or check warranty eligibility before advising replacement.
Did not offer any self-help resources, KB articles, or valid escalation path.
Misunderstood the customer's setup — failed to clarify if the Link TV was attempting to connect via Wi-Fi or if the issue was with the router's internet/WAN connection.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent states the router must be replaced and directs customer to call Spectrum without resolving the issue or offering a valid workaround, RMA, or escalation.
R2Not MetDiagnostic thoroughnessconf 98%
No meaningful troubleshooting steps are performed; agent skips diagnostics and jumps to 'replace the router' without testing connectivity, settings, or configuration.
R3Not MetCorrect resolution pathconf 97%
Agent assumes hardware failure and recommends replacement without verifying firmware, model support, or attempting software fixes, despite the device being ISP-provided and potentially out of agent’s control.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent asks vague questions ('Are other devices connected?') but fails to identify symptoms, isolate the problem, or follow a logical diagnostic path.
No tools (e.g., admin UI, logs, remote access) are used or suggested, even though the issue could have been partially assessed via router login or model lookup.
T3Not MetNo misinformationconf 98%
Agent claims 'There is no available firmware to match the network speed and security of your router,' which is unsupported and contradicted by the KB; while the E1200 is a legacy device, the KB advises retiring such devices due to security risks, but does not support the claim that no firmware exists to 'match speed and security' as a reason to immediately declare the hardware 'broken'.
Communication
C1Not MetClear & professional languageconf 97%
Call lacks structure, contains long silences, and agent fails to set expectations or guide the interaction toward resolution.
C2Not MetConfirmed understandingconf 96%
Agent uses unclear phrasing ('connect the TV to the lynx?') and does not adapt language or confirm understanding with a clearly confused customer.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent immediately deflects responsibility to Spectrum without attempting to assist, investigate, or take ownership of the support request.
O2Not MetProactive follow-throughconf 97%
Only next step is 'call them,' with no specifics, timeline, or follow-up commitment; no action taken by agent.
O3Not ApplicableClosure confirmationconf 100%
No prior case history mentioned; confirmed first contact.
No escalation was performed and none was warranted due to lack of troubleshooting or identified need.
E2Not ApplicableEscalation prep & handoffconf 92%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
Agent shows no empathy, fails to acknowledge customer frustration, and uses dismissive tone ('even though I can't support you').
X2Not MetTone & rapportconf 95%
Agent does not adjust pace or clarity despite customer confusion and repetition; communication remains disjointed and ineffective.
X3Not MetOverall experienceconf 96%
Customer repeats model number and issue multiple times while agent adds no value, creating unnecessary effort and redundancy.
Call Transcript10 turns · 11 lines
Speaker 1
[silence]
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.com. Please have your device serial number ready. For assistance, Press 1 now. For out of warranty products, paid support may be a Please have your device's 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. in the system again? I see here who I am speaking. Delma Munoz. Correct, Dulma. Alright, Dulma, how can I help you? [silence]
00:00
Speaker 1
I was calling because my link TV is not working. It's not connected to my VPN. Everything else is connected except my link TV. Yeah. But it's not connected. It's not connected. My VPN channel is not connected. It's not. The network is not showing on the panel of the Vivint. [silence] [silence] [silence]
01:00
Speaker 2
How about the other devices? Are they connected? Your phone? Your TV? Okay. Can you describe to me what is the model? Did you connect the TV to the router? Do the lynx? Now you need to connect the TV to the, the VIVO camera. Right? Is the camera connected to the network? To the Wi-Fi? [silence]
01:00
Speaker 1
I don't know why. The router is not connecting. I'm having to use the internet instead of the The lengthies. No, I've had it for years. The lengthies I had it for years. A model of the route is Linksys. The model number is 2LL. Okay, the model number is it. Ethereum number is 108 22C 696 02565 E1200-W. [silence]
02:00
Speaker 2
this the first time you set up this with camera or you use before? all right give me the model of the router give me the model of lenses serial number if you don't have it do you have the model?
02:00
Speaker 1
[silence]. Yeah. No. What did you say to? so then the pager out and who replaces it uh the the visa gave it to me or they're the ones who installed it uh huh I have spectrum I have spectrum who do I need to call I've I've I've I've a router with spectrum but see my my uh my database uh from it's not working yes, uh-huh uh-huh but not with my my phone my phone camera [ silence ]
03:00
Speaker 2
There is no available firmware to match the network speed and security of your router. You need to replace the router. You need to go. You can call Spectrum. You can call them. You can call Spectrum to ask for a router and tell them your router is already broken. [silence] There's some But your, but your internet is working with other devices, right? Okay [silence] Bill
04:00
Speaker 1
Yeah, I'm gonna call them and see what they tell me but they told me to call Linksys because Linksys is no longer on the panel and it used to be Linx's um network and now it's not network it's using the Wi-Fi, the internet from from Spectrum. They, I have two separate routers. Yeah. No okay, alrighty. Okay, well let me call them, we see what they tell me. Thank you sir.
05:00
Speaker 2
even though I can't support you. I don't know how to set up the router. Call the router. There's no problem with your router. It's working. You may need to ask spectrum to give you a new router. You need to give you a new router from the Spectrum. Your Linksys is not working anymore.