⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately citing out-of-warranty status and pushing paid support, contrary to documented policy requiring best-effort assistance regardless of warranty.
V1 Rubric Scores
Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation2.50/5
Customer Exp0.00/5
Overall0.0% (-48.0)
V2 Grader Summary
The agent failed to troubleshoot, provided factually incorrect information, and evaded responsibility by pushing paid support despite policy requiring best-effort help for out-of-warranty devices. No technical progress was made, and the customer was left without resolution or proper guidance.
V1 Case Analysis
Customer reported intermittent Wi-Fi signal drops. Agent collected contact info and serial number, corrected model from MR7300 to MR7350, confirmed out-of-warranty status, and offered $15 paid support. No troubleshooting steps were performed.
Troubleshooting Steps
None recorded.
Key Observations
Agent collected customer information (name, phone, email, serial number) accurately after initial confusion.
Initially misidentified router model as MR7300 [00:06], corrected to MR7350 after customer input [00:07].
Correctly identified out-of-warranty status and offered paid support per KB policy.
No troubleshooting steps were performed for the reported Wi-Fi performance issue.
Did not provide any self-help guidance or KB references before offering paid support.
Positive Highlights
Collected customer information accurately after initial confusion.
Correctly identified the need for paid support due to out-of-warranty status [00:07].
Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
Incorrectly identified router model as MR7300 before correction [00:06].
Failed to perform any troubleshooting for the reported Wi-Fi signal drops, contrary to KB guidance on Wi-Fi optimization.
Did not provide free self-help steps (e.g., channel optimization, firmware check) before offering paid support.
Did not verify warranty status through proper lookup before stating it as fact.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the signal-drop issue or provide any troubleshooting; only offered paid support without executing a resolution path.
R2Not MetDiagnostic thoroughnessconf 97%
No diagnostic steps were taken—no questions about Wi-Fi bands, channel interference, firmware version, or node placement—despite customer describing a performance issue.
R3Not MetCorrect resolution pathconf 96%
Agent incorrectly stated live support is unavailable for out-of-warranty devices, violating policy that requires best-effort troubleshooting regardless of warranty status.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent failed to identify symptoms systematically, asked no relevant diagnostic questions, and did not determine a root cause for signal drops.
No tools (e.g., firmware check at http://192.168.1.1, channel analysis, or speed test) were used despite their necessity for diagnosing Wi-Fi performance.
T3Not MetNo misinformationconf 97%
Agent provided incorrect model number (MR7300 vs MR7350) and inaccurate information that live support is not available for OOW devices—both materially false per KB.
Communication
C1Not MetClear & professional languageconf 95%
Agent lost call control by immediately introducing paid support and warranty status instead of framing a solution path for the reported issue.
C2Not MetConfirmed understandingconf 94%
Mispronounced 'Linksys', used confusing terminology, and failed to adapt language or confirm understanding—customer was left with no clear direction.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent abdicated ownership by shifting to a paid-support offer rather than taking responsibility for troubleshooting the issue.
O2Not MetProactive follow-throughconf 95%
No specific next steps, timelines, or follow-up actions were established—only a vague suggestion to pay for support.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history to reference or maintain.
Escalation was not warranted, but agent’s decision not to escalate is undermined by failure to perform basic L1 troubleshooting that should have preceded such a judgment.
No empathy expressed—agent ignored customer frustration and gave a transactional response focused on payment rather than help.
X2Not MetTone & rapportconf 94%
Agent did not adapt to customer’s technical level or emotional state; communication remained rigid and unresponsive to cues.
X3Not MetOverall experienceconf 95%
Customer effort increased due to misinformation and the requirement to pay for support that should have been offered as best-effort under policy.
Call Transcript11 turns · 11 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. For assistance, press one now. For out of warranty products, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Um I just need some help on optimizing my router. So I so I do you need to start with my router number or. Well the signal keeps dropping throughout my house right recently. So I'm trying to figure out and I just ran a um um, you know, a scan on the signal strength and it looks like the channels that the router is set on, could be better.
04:00
Speaker 2
Hi, thank you for calling lynx sis. This is Reyna. How can I help you today? uh what do you mean for optimizing [silence]
Okay, so you're having issue with your speed, it's low. Um, what is this your first time calling us for support, ma'am? And are you calling from United States? Okay, so may I know your first name and last name? And your call back number? Okay. Thank you. Lisa and your email. [silence]
05:00
Speaker 1
Hi. And my name Lisa Murley at gmail.com. Yes. How many? One. Sure. Uh, serial number is 33C is in cat 10M is in Mary 2C is in cat D is in dog 0 1378.
06:00
Speaker 2
forelisa@murleyatgmail.com. What is the serial number? Okay. The model number of your Linksys device is an MR7300.
06:00
Speaker 1
MR 7350. Spectrum. [silence] uh, no thank you. [silence]
07:00
Speaker 2
The 2350. Okay. Sorry. And who is your internet service provider [noise] [noise] [noise] before we proceed [noise] I would like to set an expectation, regarding of the warranty status of your Linksys router. Okay, so it it indicates in our system that this router is no longer under warranty, and I really apologize that live support is no longer available. However, we have a paid support so I can still assist you further, but then you need to pay $15 and it's good for 60 minutes of troubleshooting. But don't worry for that one, Liza, regarding with that issue.