⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
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
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall17.5% (-8.5)
V2 Grader Summary
The agent correctly identified the Deco XE75 Pro as a TP-Link product outside Linksys support scope, making the technical determination accurate and the non-escalation appropriate. While communication, ownership, and customer experience were poor, the resolution outcome is successful because the agent properly concluded the issue was out of scope and avoided incorrect troubleshooting or false promises.
V1 Case Analysis
Customer reported a dead Ethernet port on a Deco XE75 Pro child node. Agent incorrectly stated device is not supported, performed no troubleshooting, and ended call without resolution or next steps.
Troubleshooting Steps
Collected model number (Deco XE75 Pro) at [36:00]
Collected serial number (Y24A0J0A00) at [36:00]
Attempted to locate device details in internal system
Incorrectly stated device is not supported at [36:00]
Key Observations
Agent incorrectly claimed the Deco XE75 Pro is not supported — this is a supported, in-warranty product.
No basic hardware troubleshooting (reboot, cable test, port test) was performed despite clear symptom.
Agent failed to follow escalation triggers: solid red LED or non-functional port after reset qualifies for escalation per KB.
No empathy or acknowledgment of customer's warranty status was offered.
Call ended without clear next step or resolution path, leaving customer stranded.
Positive Highlights
Agent collected the correct model number (Deco XE75 Pro) at [36:00].
Agent collected the serial number (Y24A0J0A00) at [36:00], which is required for warranty lookup.
Polite greeting and identification of the issue at [34:00].
Agent Errors / Gaps
Incorrectly stated that the Deco XE75 Pro is not supported (direct contradiction of KB — all Deco models are supported under warranty).
Failed to perform any basic hardware fault troubleshooting (reboot, cable swap, port test) as required by Step 1 of universal_escalation_guide.md.
Did not escalate per Step 2 of universal_escalation_guide.md: 'Cannot access local web interface after reboot and reset' or 'Router/node LED stuck solid red' — while not directly stated, non-functional port is a hardware defect within warranty, requiring escalation.
Did not verify firmware or attempt factory reset as last resort per KB.
Did not offer any self-help path, KB article, or escalation option despite active warranty.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent declared device unsupported and ended call without resolution, RMA, or valid escalation.
R2Not MetDiagnostic thoroughnessconf 97%
Only one vague diagnostic question asked ('child or parent node'); no troubleshooting steps attempted.
R3Not MetCorrect resolution pathconf 96%
Agent incorrectly concluded Deco XE75 Pro is unsupported; should have pursued warranty replacement given hardware fault within warranty period.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent did not identify root cause or ask relevant questions beyond a vague 'child or parent node' query.
Agent claimed 'no associated details' but did not use internal lookup tools effectively or attempt to validate model against support database.
T3MetNo misinformationconf 100%
The agent correctly identified that the 'Deco XE75 Pro' is a TP-Link product, not a Linksys product. The KB lists only Linksys families (Velop, MX, MR, EA, etc.); Deco is a known TP-Link brand. Therefore, the statement 'This is actually a tip link. We are not supporting this device' is technically accurate.
Communication
C1Not MetClear & professional languageconf 95%
Agent gave no clear agenda, no transition, and abruptly ended the call.
C2Not MetConfirmed understandingconf 94%
Agent did not adjust language or check understanding; used technical jargon without explanation.
Customer Ownership
O1Not MetOwnership & empathyconf 95%
Agent transferred ownership to 'not supported' and hung up, showing no ownership of the issue.
O2Not MetProactive follow-throughconf 96%
No next steps, timelines, or follow‑up were offered.
O3Not ApplicableClosure confirmationconf 90%
This was the first contact; no prior case history existed to maintain.
Escalation Judgment
E1MetCorrect escalation decisionconf 100%
The agent correctly decided not to escalate because the device is a TP-Link Deco, which is not a Linksys product and therefore cannot be supported or RMA'd by Linksys.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation executed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
No empathy or acknowledgment of the customer’s frustration was expressed.
X2Not MetTone & rapportconf 95%
Agent maintained a flat, scripted tone and did not adapt to the customer’s emotional state.
X3Not MetOverall experienceconf 95%
Customer was left to repeat information and receive no actionable assistance, increasing effort.
Call Transcript8 turns · 10 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, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If
00:00
Speaker 1
one on tech support one of our mesh routers filled and it's seven days before the end of the warranty so we got lucky Well, I'd do it upstairs, but I'd get disconnected from my headset. I won't be doing this much longer. I've got about 500 steps left. Yeah, get off your butt. Quit eating Junior Mints, bonbons, whatever. Yeah, so I have a mesh router that has a failed ethernet port. It's a child node. This router has a 2.5 gigabit backhaul.
12:00
Speaker 2
I thank you for patiently waiting on the line. This is Raquel and how may I assist you today? I see. And uh, is this node that has failed Ethernet port, is this used to be a <start_of_audio> <start_of_audio> child node or a main parent node?
34:00
Speaker 1
Yeah. That that is working just fine. Uh, and it has two 1 Gig ports and one of those two Gig ports is completely dead. I connect it to a switch and no link light. I move it the connection up to the other link port on the router and it works just fine. And I have a video to to show you that. Oh, yes. Yep. So it's just the one out of the three. Uh-huh. Sure. It's Y 2 4 A is an alpha 0 J is in Juliet 0 A is in alpha 00.
35:00
Speaker 2
and the 2.5 it has a link light right when you connect the switch okay just out of the one one gigabit ports uh-huh
35:00
Speaker 1
369 right that's um that's the serial number that it says the one I just gave you the model number is a Deco XE75 Pro [silence]
36:00
Speaker 2
All right, thank you. Let me check it here. Okay, there's no associated details with this. Do you have other details there at the bottom of the node itself? Like it's labeled with s slash n. How about the model number? Okay, let me double check here for a moment. Oh, I see. This is actually a tip link. We are not supporting this device.
36:00
Speaker 1
O, okay. I'm sorry. I'm sorry, you're right. Okay. All right, thank you. Bye.