⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by citing out-of-warranty status and immediately offering paid support, violating the OOW best-effort standard.
V1 Rubric Scores
Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)
V2 Grader Summary
The agent failed to resolve the issue by providing factually incorrect information, avoiding troubleshooting due to out-of-warranty status, and offering only a paid email solution. Despite promising a follow-up email, the interaction lacked technical accuracy, ownership, and effective communication, resulting in an unresolved case with clear evasion of support duties.
V1 Case Analysis
Customer unable to connect E7350 to app for parental controls; agent provided 192.168.1.1, incorrectly referenced 'Belkin's app,' failed to verify web UI access, and offered paid email guide after confirming out-of-warranty status.
Troubleshooting Steps
Provided the local router IP address (192.168.1.1) as the web-UI URL.
Collected serial number and asked for ISP information.
Checked warranty status and identified the device as out of warranty.
Key Observations
Agent incorrectly stated the E7350 is not supported by 'Belkin's app' — this contradicts KB documentation, which confirms the router is manageable via the Linksys app and web UI.
No troubleshooting was performed after the customer failed to access 192.168.1.1 — agent should have verified connectivity, suggested trying another device, or checked Wi-Fi connection before proceeding.
Agent prematurely escalated to paid support without exhausting free troubleshooting options (e.g., power cycle, connectivity check, alternate URL like myrouter.local), violating protocol for out-of-warranty devices.
Positive Highlights
Collected the router's serial number and confirmed the model.
Accurately identified the router was out of warranty based on internal records.
Provided the correct local IP address (192.168.1.1) for web-based management.
Offered a self-help path (emailed instructions) after the customer declined paid support, which is appropriate for out-of-warranty devices.
Agent Errors / Gaps
Incorrectly claimed the E7350 is not supported by 'Belkin's app' — the KB states the router is supported by the Linksys app for basic management, and web UI access via 192.168.1.1 or myrouter.local is standard.
Failed to troubleshoot the customer's inability to access http://192.168.1.1 after the customer reported a connection error — did not verify connectivity, suggest trying another device, or check Wi-Fi connection.
Did not verify whether the customer was connected to the router's Wi-Fi network before instructing to access the web UI — KB requires this step.
Prematurely offered paid support without attempting basic free troubleshooting steps (e.g., power cycle, connectivity check, alternate URL), violating protocol for out-of-warranty devices.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve access issue; only offered paid email with link instead of guiding customer to browser access.
R2Not MetDiagnostic thoroughnessconf 96%
No meaningful troubleshooting steps (e.g., verify connection, power cycle, check IP) before defaulting to paid email.
R3Not MetCorrect resolution pathconf 97%
Agent stopped free support due to OOW status, violating OOW best-effort standard which requires troubleshooting.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
Agent failed to diagnose root cause (e.g., device connectivity, browser settings) and skipped key diagnostic questions.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Partially MetCustomer effort minimisedconf 92%
Offered brief apology for OOW limitation but did not acknowledge customer frustration with app failure.
X2Not MetTone & rapportconf 93%
Mechanical tone, no adaptation to customer confusion, and failed to engage or pace appropriately.
X3Not MetOverall experienceconf 95%
Customer repeated serial number and was then directed to paid solution without resolution, increasing effort.
Call Transcript16 turns · 16 lines
Speaker 1
[silence] Hi, this is Carla. Um I have a router here. It's model E7350 and I'm trying to connect it to the app and it keeps telling me to call you guys.
00:00
Speaker 2
Welcome to Linux support. To ensure... 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. [silence] Hello, thank you for calling Linux technical support. This is Charm. How can I assist you with today? Um-hum. [silence] [silence] I see. Ready, you want to connect to the app. One moment. Here, ma'am. [silence]
00:00
Speaker 1
Mm. Hmm. No, because I tried that and it didn't work and I was trying to set it up to set up the parental controls.
01:00
Speaker 2
Alright ma'am, I've been checking your page on the record with this model number that you have. This model ma'am is not supported with Belkin's app. If you want to access your router settings, you need to access it using the IP address or the myrouter.local only on the browser. Alright, so you tried to access it on the browser.
01:00
Speaker 1
So, like on the, what would be the website for the browser again? Well, cuz I I tried it through the app and it said oops, something went wrong. We can't detect your router, wanna talk? Call us. Okay. So what website should I go to instead?
02:00
Speaker 2
So what's the error message when you open the browser ma'am? Like. It should be 192.168.1.1 Yes ma'am because you cannot access the settings on the app ma'am because it's not supported by the app.
02:00
Speaker 1
Okay. Let me try it. Now it says Safari can't open the page because it couldn't connect to the server. I'll be, I'm using my phone. Yeah, let me pull up the computer. [silence] Uh.
03:00
Speaker 2
one all right um are you using your laptop ma'am or a computer or an i pad all right do you have any other device like a laptop or a computer instead we do getting aggressive [silence]
03:00
Speaker 1
[silence] Yeah. The serial is 3-7-1-10-M-2-6-D-0-1-038.
04:00
Speaker 2
And also, may I kindly provide the serial number of your Linksys router? Got it.
04:00
Speaker 1
I'm not sure because it comes included in the rent. Yeah, I'm not.
05:00
Speaker 2
... uh... and also may i know who's your internet service provider... uh... i see... and also ma'am upon checking here based on the record your device was already out of warranty last February uh 14 of 2025 and for the out of warranty device ma'am i do apologize but i could not provide a free troubleshooting over the phone however if you insist I can provide a one-time non-refundable technical support session that's
05:00
Speaker 1
Yeah, could I do the, could I do the email option? Yeah, it is Nagycuaves. So, it's N-A-Y-E-C-V-A.
06:00
Speaker 2
We can stay up to [REDACTED_PAYMENT_DIGITS] minutes. But you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However if you don't want to proceed with that payment, ma'am, what I can do here is I could send you an email instead on where you can access the website or access or send you a link where you can change the or go to the parental controls so that you can change some settings on your own. And it is for a charge. Okay. I see. Okay. A right. Can you provide me your best email address ma'am on where I can send it? Mhm.
06:00
Speaker 1
Okay. Sounds good. Thank you. You too. Hi.
07:00
Speaker 2
So expect an email from me, ma'am, within three to five minutes after we end the call and I will send you the website um where you can access the router settings. All right. Thank you so much, OCM ma'am and have a good one. Bye for now.