⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing standard free support by falsely claiming live support was no longer available and introducing a non-existent paid support option, effectively evading responsibility for troubleshooting.
V1 Rubric Scores
Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to perform any diagnostic process, misrepresented support availability, and evaded responsibility by pushing a non-standard paid option. Despite the customer providing full details, the agent offered only generic reset instructions without attempting resolution. Critical failures in accuracy, ownership, and protocol justify an auto-zero for Avoidance/Evasion.
V1 Case Analysis
Customer John Kern (919-631-5266, 0413@gmail.com) called about setting up EA7300 router. Agent misidentified name, did not clarify specific issue, stated device is out of warranty, offered $15 paid support (declined), then gave generic reset and web interface instructions. No case created.
Troubleshooting Steps
Confirmed model EA7300 and serial number.
Incorrectly addressed customer by name (called him 'Tom').
Stated device is out of warranty.
Offered paid support (declined).
Provided generic web-interface access (http://myrouter.local, http://192.168.1.1) and reset instructions.
Key Observations
Agent incorrectly addressed the customer as 'Tom' despite clear spelling of 'John' at [02:00].
No specific problem was identified — agent jumped directly to warranty and paid support at [04:00] without asking what setup issue the customer was facing.
Provided correct URLs (http://myrouter.local, http://192.168.1.1) and generic but technically accurate reset/setup steps per the KB.
Call ended abruptly without confirmation of understanding or next steps after customer declined paid support.
No case was created, violating standard case management protocol.
Positive Highlights
Correctly provided valid local web interface URLs: http://myrouter.local and http://192.168.1.1, which are accurate for EA Series routers per the KB.
Accurately described the general reset and setup process for a standalone router, consistent with the KB guidance for EA Series.
Agent Errors / Gaps
Failed to ask the customer what specific issue they were experiencing during setup.
Misidentified and repeatedly mispronounced the customer's name (called 'Tom' instead of 'John') despite correct spelling provided at [02:00].
Offered paid support without first confirming warranty status via system lookup — statement was made without evidence of active verification.
Did not collect full contact information (phone number was partially given but not confirmed or repeated correctly).
Failed to create or cite a HappyFox case, violating case management protocol.
Gave no structured troubleshooting — skipped basic problem identification and topology confirmation.
Ended call without summarizing next steps or offering continued self-service resources (e.g., KB articles, email follow-up).
Poor call control and lack of empathy — tone was transactional and dismissive after paid support was declined.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the issue or confirm any resolution; only offered paid support and generic reset steps without verifying the actual problem.
R2Not MetDiagnostic thoroughnessconf 97%
No meaningful troubleshooting was conducted — agent skipped identifying symptoms, did not ask diagnostic questions, and jumped straight to warranty status and paid support.
R3Not MetCorrect resolution pathconf 96%
Agent incorrectly treated out-of-warranty status as a reason to stop free support and pushed a non-standard $15 paid option instead of providing best-effort troubleshooting per policy.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent failed to identify any symptom, asked no relevant diagnostic questions, and did not attempt to determine root cause beyond confirming ISP and warranty.
No tools (e.g., remote diagnostics, admin interface check, logs) were used or even referenced, despite the scenario requiring investigation into router status.
T3Not MetNo misinformationconf 98%
Agent stated 'live support is no longer available' — which contradicts official KB: support is available M-F 8am–11pm EST; also falsely introduced a $15 paid support not in policy.
Communication
C1Not MetClear & professional languageconf 96%
Agent misnamed customer (Tom vs John), failed to frame the interaction, allowed long silences, and lost control by abruptly introducing paid support.
C2Not MetConfirmed understandingconf 95%
Agent used confusing language (e.g., 'regarding of'), repeated requests for already-provided info, and failed to adapt to customer's confusion or comprehension level.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent avoided ownership by pushing paid support after minimal effort and did not commit to resolving the issue within standard support scope.
O2Partially MetProactive follow-throughconf 90%
Agent provided a next step (reset router, access myrouter.local or 192.168.1.1), but gave no timeline, follow-up commitment, or callback assurance.
O3Not ApplicableClosure confirmationconf 100%
This was the customer's first contact; no prior history existed to reference or maintain continuity.
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent offered a generic apology but showed no genuine empathy; interaction remained transactional and dismissive when customer expressed unwillingness to pay.
X2Not MetTone & rapportconf 94%
Agent maintained a rigid script, ignored customer hesitation, and failed to adjust tone or pacing despite clear disengagement and confusion.
X3Not MetOverall experienceconf 97%
Customer repeated serial number, model, email, and name multiple times; agent failed to use information already provided, increasing customer effort.
Call Transcript9 turns · 9 lines
Speaker 2
And what is your concern regarding of your Lenex device? [silence] But is this your first time calling us for support?
01:00
Speaker 1
my first time calling for support. is. that. you. said. uh, as far as I know. yeah. I mean, like when I got it, I mean, we've had this router for quite a while and I set it up and did everything without having to call tech support. So I've never called for support. no. Yes. Just to confirm your first name. it's off. My first name is John, J-O-H-N. Kern, P-E-A-R-S-O-N. Correct. 919-631-5
02:00
Speaker 2
Yes. I see, and are you calling from the United States? Let me just confirm your first name. It's Tom, right? TOM. and your last name, John. So, P-E-A-R S-O-N person and your call back number.
02:00
Speaker 1
266- J is in John, T is in Tom, P is in Paul. 0413@ gmail.com. Just one. Yes. The serial number is 19T is in Tango. 10S is in Sally. 0B is in Bravo. 715521. The model number is EA is in echo, A is in Apple 7300-
03:00
Speaker 2
Can you please tell me your email? And how many Linksys routers do you have? Can you please provide a serial number? Okay, so the model number of your Linksys is EA. Thank you.
03:00
Speaker 1
Spectrum, uh, you said 60 minutes. Okay, uh, I'm not willing to do that right now, so I guess I'll continue trying to do this on my own.
04:00
Speaker 2
Okay, who is your internet service provider? [ silence ] Okay, now before we proceed, I would like also to set expectation regarding of the warranty status of your Linksys router. [ silence ] Okay, John. It indicates in our system that this device is no longer under warranty. [ silence ] And I really apologize that live support is no longer available. However, we have a paid support. So, I can still assist you further, setting up your Linksys device again, but you need to pay $15. And it's good for 60 minutes of troubleshooting. [ silence ] Yes. [ silence ] 60 minutes. [ silence ]
04:00
Speaker 1
Yeah, but thank you for your time. Is that from a computer? Okay, okay, I'll try that first and if I need to I can call back and do the paid help, thank you. Alright, bye bye.
05:00
Speaker 2
yeah you can try also to access the web interface. use myrouter. local. or 192. 168. .1 yes using a computer you can proceed to reset your router and then after that connect your computer to the default name and password of the router And then open a browser enter 192 168. 1. or myrouter.local to set up your linksys device. Yeah, sure. you're you're welcome and have a great day. Bye.