⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)
V2 Grader Summary
The agent engaged in avoidance/evasion by refusing to attempt any troubleshooting for the password-lock request, falsely claiming the router was end-of-life and unusable, and directing the customer to replace hardware without validation. This contradicted KB documentation (Assessment 3) and constituted a critical failure to provide support. The interaction was marked by poor communication, lack of ownership, and no resolution path, leaving the issue entirely unresolved.
V1 Case Analysis
Customer requested admin password change on Spectrum-provided Linksys router. Agent incorrectly claimed device was end-of-life/unsupported without verification, provided no troubleshooting steps (including recovery key reset), and gave incoherent responses. No resolution or valid next steps offered.
Troubleshooting Steps
None recorded.
Key Observations
Agent declared router end-of-life/unsupported without verifying model, serial number, or warranty status
No troubleshooting steps performed despite password reset being resolvable via recovery key (KB guidance)
Failed to collect essential device information (model, serial) required for support
Provided no self-help resources, KB articles, or email instructions despite customer being out-of-warranty
Positive Highlights
None recorded.
Agent Errors / Gaps
Incorrectly stated router cannot have password changed and is unsupported without verification, contradicting KB guidance
Failed to collect model number, serial number, or warranty status despite being required for password reset guidance
Did not attempt or mention standard recovery key password reset procedure documented in KB
Provided incoherent, irrelevant statements ('cat food tree', 'Indog.stack overflow.com') that impeded support
No actionable troubleshooting steps, self-help resources, or escalation path offered
Misrepresented Linksys support eligibility by claiming no help available for the device
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent told customer 'This router is not useful anymore... You need to replace the router' without attempting any resolution for the password-lock request.
R2Not MetDiagnostic thoroughnessconf 98%
No diagnostic steps were taken; agent immediately declared the device unsupported and directed customer to Spectrum without troubleshooting.
R3Not MetCorrect resolution pathconf 97%
Agent dismissed the request by claiming end-of-life status instead of attempting best-effort troubleshooting (e.g., recovery key reset) which is required even for OOW devices.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
Agent failed to identify symptoms or ask diagnostic questions; jumped immediately to 'end of life' conclusion without verifying model or state.
No tools or KB resources were used; agent failed to guide customer through the Recovery Key process documented in universal_password_login.md.
T3Not MetNo misinformationconf 99%
Agent claimed 'I cannot change the password on the router' and 'this router is not useful anymore,' contradicting KB documentation allowing password reset via recovery key.
Communication
C1Not MetClear & professional languageconf 96%
Agent failed to frame the interaction, lost control by digressing into irrelevant topics ('cat food tree'), and provided no clear transitions or expectations.
C2Not MetConfirmed understandingconf 98%
Customer indicated Spanish preference; agent responded 'Only English' and provided no language adaptation despite communication breakdowns.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent refused ownership, offered no internal follow-up, and directed customer to Spectrum without attempting resolution or honoring commitments.
O2Not MetProactive follow-throughconf 95%
Only next step given was 'call Spectrum and get a new gateway,' with no timeline, ownership, or actionable path for the password-lock request.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior case history existed to maintain continuity (confirmed by Assessment 4).
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
Agent showed no empathy, dismissed customer concerns with abrupt language ('this router is not useful anymore'), and displayed unprofessional behavior.
X2Not MetTone & rapportconf 96%
Agent did not adapt to customer’s language needs or emotional state; ignored frustration and confusion throughout the call.
X3Not MetOverall experienceconf 94%
Customer was forced to repeat the request, given no self-help tools, and told to replace hardware unnecessarily, creating avoidable friction.
Call Transcript9 turns · 12 lines
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. Thank you for calling linksys. My name is Nathan. Your name, please. Hello. [silence] No, I'm the Spanish, signora. [silence] Only English. [silence] We have email, we have a chat. Depends upon the model, I cannot change the password on the router, but I can send you the instruction on the email what to do. What is the model of your router? okay this router is already ulltilly it's not usable anymore, cannot be used this router is not longer workable, it's end of life and and of support, we do not support this router, it's already outdated, you need to so it's not it's not supported uh it uh it uh it uh it uh it will not run, it uh it uh it uh it uh it will not uh connect to uh it uh it uh it uh it uh
00:00
Speaker 1
So it's like, I have an iPhone 18, right? In the iPhone 18, he said that no longer gonna support the other one. But what what has this to do with that? Tell them that's not we are just trying to change. So we can't change the password? No puedo. And tell them that's not because there's two, one that's not locked, and the other one that's opened and we want to lock them. and the other one doesn't want to lock. but can you do that? [silence]
02:00
Speaker 2
spectrum it will not connect to spectrum no because even if you change the password the router will not work it will not work it's already end of life okay it will not work this is broken the one I'm sorry I cannot help you on this one it's already end of support there's no help on this one or is this [silence] You need to replace the router. You need to buy a new one. You can call your internet service provider, spectrum. They will give it to you. They will give you know. Tell them okay. You call spectrum and tell them you give them a gateway, not a modem. Ask for a gateway. Gateway has a WiFi. That one is what you need. Okay call spectrum and Tick... I'm sorry, there's nothing I can help on this one. This is already end of life and so forth. [silence]
02:00
Speaker 1
it's ancient lenses. Uh, it's cuz we bought we bought the box from Spectrum and they told us that they don't have access to that. And so they told us to call you guys if you guys could lock it.
05:00
Speaker 2
Hold on a moment. And also let me see. Oh, a cat fold. There's a cat, is a cat food tree. Let me see. Cat is a food tree. So that is, I have seen it somewhere here. Yeah, I saw somewhere. Either dog is here or cat is here, but I am not being able to do it immediately. [silence] I am not immediately able to do it. So, get a few points from the- Let's do a little signal. So the concept is, like I told you- Ind. The Indog is the map of the website. [silence] [silence] Allow me to read the signal. [silence] Follow the signal. [silence] This is how it is. Indog.stack overflow.com. This is how it is. Indog.stack overflow.com. Now, you do- Uh, you cannot use- [silence]
05:00
Speaker 1
ponlo en el teléfono para que los otros vecinos no lo usen eso es mucho que puedes pedir y dice todo eso que quieres que digo ya todo está lo mismo que digo ya dice todo apuntan queéntate viendo más si somos viejos podemos soportar no es que no tiene que ver nada de viejo con que no nos e importan como ya no tienen como casi no tienen acceso con eso no en mi teléfono si nos pueden ayudar en mi teléfono es porque dijeron que no tienen que ir allí directamente en eso si no que en mi teléfono o can you change it like on their phone? Does it work like that or no?
07:00
Speaker 2
You can call Spectrum and tell them you need anything.
07:00
Speaker 1
Thank you.
08:00
Speaker 2
okay? They will give you one. This router is not useful anymore. This will not work. You cannot use Linksys anymore. That's right. Bye for now. [silence]