⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent evaded responsibility by falsely claiming no reset option exists and offering only vague, unverified email instructions instead of resolving the issue.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)
V2 Grader Summary
The agent provided factually incorrect information, failed to perform basic troubleshooting, and avoided ownership by dismissing the possibility of a factory reset. The call lacked empathy, structure, and a valid resolution path, ending with no solution. This constitutes evasion of support duties, triggering an auto-zero under policy B.
V1 Case Analysis
Customer forgot router admin password and could not access the Linksys app. Agent incorrectly stated the router cannot be reset and did not provide the recovery-key procedure. No resolution achieved.
Troubleshooting Steps
Collected router serial number (spelled out by customer)
Asked for router model (customer could not provide)
Collected customer email address
Inquired about ISP (irrelevant to password issue)
Key Observations
Agent incorrectly stated at [21:00] 'There is no option to reset this router' — this directly contradicts the KB, which states all Linksys routers support password reset via recovery key.
Agent falsely claimed at [22:00] that recovery methods 'only for the MX and MRC ratio' — the recovery-key method applies universally to all Linksys routers with a recovery key on the label.
Agent did not collect the router model, which is required to provide accurate login/reset instructions per KB.
Agent asked irrelevant question about ISP at [22:00], which has no bearing on a forgotten admin password issue.
No correct password reset procedure was provided, despite the KB clearly outlining the recovery-key method via local web UI.
Call ended with no resolution, follow-up, or self-help path — customer simply said goodbye without any actionable guidance.
Positive Highlights
Agent collected the serial number, showing an attempt to identify the device.
Agent collected the customer's email address, which could be used for follow-up (though none was sent).
Agent Errors / Gaps
Incorrectly stated there is 'no option to reset this router' — directly contradicts KB guidance on password recovery via recovery key.
Falsely limited recovery methods to MX/MR series only — recovery-key procedure is universal across Linksys models with a recovery key on the label.
Failed to provide the correct password reset procedure: access local web UI (http://192.168.1.1 or http://myrouter.local), click 'Reset password', enter recovery key, create new password.
Did not collect router model before giving instructions — a critical protocol failure per KB.
Asked irrelevant question about ISP when the issue was a local admin password recovery.
Did not provide any actionable next steps, KB article, or follow-up after collecting email.
Suggested 'reinstall the router' without explaining what that means or how to do it — vague and unhelpful.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 97%
Agent stated 'There is no option to reset this router' and offered no working solution; call ended without resolution or valid path forward.
R2Not MetDiagnostic thoroughnessconf 96%
No troubleshooting steps attempted — did not guide customer to local access (192.168.1.1), check model, or attempt cloud password reset.
R3Not MetCorrect resolution pathconf 95%
Agent incorrectly claimed router cannot be reset, contradicting KB; failed to offer factory reset or cloud password recovery as valid resolution paths.
Technical Accuracy
T1Not MetTechnically accurate infoconf 93%
Agent asked irrelevant question about ISP instead of diagnosing whether issue was admin or cloud account password; no logical diagnostic sequence followed.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 93%
No empathy expressed; ignored customer’s emotional state and frustration, remained procedurally detached.
X2Not MetTone & rapportconf 90%
Agent did not adjust pace or tone to match customer’s confusion; continued with disjointed questioning.
X3Not MetOverall experienceconf 87%
Customer repeated serial number and email; agent did not use information efficiently or prevent redundancy.
Call Transcript8 turns · 12 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 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal, non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support, or get help from our AI-powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash are slash linksys.
00:00
Speaker 1
Okay folks. Stop. What's wrong with it? [silence] I don't even know what [silence] uh stop. Closing halo. Shut up. I tend to attack other people when I'm angry. When I'm unmanageable and it's making me [silence] attack other people when I'm in fight or flight mode. My fight or flight mode is triggered happier nowadays. I mean Hi Nathan, my name is Joel. Um, I was calling because I was trying to log in to my Linksys app, but I, it looks like I forgot my um, my password to my router. I can't get it right and I just, okay, let's see, um, sorry, I had it up right now. Let's see where's it. Okay. The serial number is, um, it is three five L.
02:00
Speaker 2
Thank you for calling Linksys. My name is Nathan. I know who am I speaking? Joel. Yes, Joel. How can I help you, Joel? Mm-hmm. Okay, give me the serial number of the router. We may be able to recover it. [silence]
20:00
Speaker 1
Larry. zero or M as in Mary. two B as in Bob A as in apple 0258 9603, et cetera stop. 727 0740 Joo as in Joel J O E L Joo as in Lake l a K E email gmail.com
21:00
Speaker 2
I'm thinking. Do you still have the model of the device? Can you see it? Uh-oh. There is no option to reset this router, Joel. You really need to reinstall the router if you want to use the app. I can send you the instruction if you want? Can you give me your email address?
21:00
Speaker 1
Yeah, sure. It's uh j o e l n o e l at gmail.com. Yes. Uh-huh. Yeah, it's saying that I can restart it with the four numbers, but I don't see those anywhere. Like I don't see the numbers on there. Uh, it's for. I believe it's with um Cox's or uh a place called yeah Cox I think. I'm uh.
22:00
Speaker 2
Can you repeat that again one more time? Joel Lagano at gmail.com. All right. All right. Okay. Now it, that's only for the MX and MRC ratio. It's not so, wouldn't work on that one. But there will be a different instruction on this one. By the way, which internet service provider, so that I can customize it, the instruction. Is it Xectron? Is it OX? Yeah. Is it a AT&T? AT&T.
22:00
Speaker 1
I don't choose her actually. Um I get it through my apartment so I don't know. Okay. Sounds good thank you. No that's it. Good night. You too bye.