⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
V1 Rubric Scores
Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5
V2 Rubric Scores
Resolution1.25/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall59.4% (+3.4)
V2 Grader Summary
The agent correctly identified the EA6350's end-of-support status and advised web-based setup per KB guidance (R3 Met), but failed to perform diagnostic steps or confirm access during the call, leaving the customer unable to set up the router (R1 Not Met, R2 Not Met). Technical information was accurate (T2, T3 Met) but diagnostic questioning was incomplete (T1 Partially Met). Communication was clear but lacked structure (C1 Partially Met), and next-step commitments were incomplete (O2 Partially Met).
V1 Case Analysis
Customer with EA6350 router unable to see SSID during setup. Agent confirmed EOL status, provided mixed guidance on app vs web setup, and offered to email a guide. No troubleshooting performed.
Troubleshooting Steps
Confirmed router model EA6350
Informed customer that the model is end-of-life and no longer receives firmware updates
Key Observations
Agent provided materially conflicting guidance about app usage (stated both that the app can be used and that web-browser setup is recommended), violating KB guidance that explicitly deprecates the app for legacy devices like the EA6350.
No troubleshooting steps were performed to verify router functionality (e.g., power status, LED indicators, SSID broadcast, or web UI access at http://192.168.1.1 or http://myrouter.local).
Agent correctly identified the EA6350 as end-of-life and aligned with Linksys support lifecycle policy, but failed to guide the customer through basic validation steps before closing the call.
Positive Highlights
Correctly identified the router model (EA6350) and accurately communicated its end-of-life status with no firmware updates, consistent with Linksys support policy.
Collected the customer's email address and offered a self-help path via emailed setup guide, aligning with standard practice for end-of-life product support.
Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
Provided conflicting and KB-contradicting guidance about app usage for an end-of-life EA6350 router.
Failed to perform basic troubleshooting steps (e.g., verifying router power, checking LED status, confirming SSID broadcast, or attempting web UI access).
Did not validate whether the customer could access the web interface or understand the next steps before ending the call.
Did not confirm delivery or customer readiness for the promised email guide, leaving the resolution path unconfirmed.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent never got the router set up; only said the app is unsupported and offered to send a guide without completing setup.
R2Not MetDiagnostic thoroughnessconf 97%
No meaningful troubleshooting performed — agent did not verify Wi-Fi visibility, password, or attempt access via http://192.168.1.1 or http://myrouter.local.
R3MetCorrect resolution pathconf 95%
Agent correctly identified EA6350 as end-of-support and offered web browser setup as the appropriate path, aligning with KB guidance.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 90%
Agent identified model and lack of app/firmware support but failed to ask diagnostic questions about Wi-Fi visibility, password, or browser access attempts.
T2MetAppropriate tools / resources usedconf 93%
Issue required only knowledge-based guidance; agent appropriately referenced KB-backed options (web setup) without needing remote tools or logs.
T3MetNo misinformationconf 96%
Correctly stated that app support ended and web browser setup (192.168.1.1 or myrouter.local) is viable — consistent with universal_app_transition_notice.md.
Communication
C1Partially MetClear & professional languageconf 90%
Call lacked structure: no opening frame, abrupt shifts to email collection, and no clear transition to resolution path.
C2MetConfirmed understandingconf 94%
Used plain language, avoided jargon, and responded directly to customer’s concerns about app and setup options.
Customer Ownership
O1MetOwnership & empathyconf 95%
Agent stayed on case, did not transfer, and committed to sending a setup guide, demonstrating ownership.
O2Partially MetProactive follow-throughconf 92%
Offered to send a guide but did not specify delivery method, timing, or confirm receipt — incomplete next-step commitment.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history or handoff involved.
Polite but minimal empathy; did not acknowledge customer frustration over obsolete hardware or failed setup attempt.
X2MetTone & rapportconf 93%
Maintained calm, friendly tone and adapted pace to customer; kept engagement despite technical limitations.
X3Partially MetOverall experienceconf 89%
Avoided making customer repeat core info, but introduced unnecessary friction by collecting email prematurely and not providing immediate self-help link.
Call Transcript12 turns · 12 lines
Speaker 1
Hi, I have an older router. I'm trying to use it just to hook up a couple devices to without internet and I'm trying to get it set up on my phone and it won't find it. So the WiFi like um, so the phone is hooked up to the Wi-Fi.
00:00
Speaker 2
the serial number. And model number? I mean, the monitor.
01:00
Speaker 1
Sales order number five six eight three six six. The owner I disconnected the call. The one just set up account with is GG. Specialized Trans at gmail.com. Trans. TRANS. Would it give me trouble since this used to sit up on old email? Okay. Yes. Your phone.
02:00
Speaker 2
OK, thank you. What is your email address? [silence] Did you say specialized? Whatever that brain? OK, got it. Uh, I mean, no. You can even set it up without email. Hmm. So, that should be OK. That's at gmail.com, right? Got it. And what's your first name?
02:00
Speaker 1
It shows my phone. It's connected to it. It's connected with network connection.
03:00
Speaker 2
Got it. if you go to your Wi-Fi settings using your phone, can you see the Wi-Fi linksys 33283? Is that showing or not showing? [silence] and saying uh [silence] all right. [silence] So I double checked the the model number EA6350. um But unfortunately, this is one of the product the linksys no longer play the firmware and
03:00
Speaker 1
So, I'm sorry, so are you saying it can't be like it's obsolete, like it can't be used anymore? Okay. Um, so, can I not use the app with it though? But I can't, but I can I can set up the router using the app
04:00
Speaker 2
also wait supported but ended 2025 what i can do i can send you the guide on how you can set it up brother i mean i don't know i think you can still use that it's just that it doesn't have support anymore and the firmware cannot be updated and there will be no feature update you can also use the web browser to uh set up the router yes without using the app you can you can set up the router
04:00
Speaker 1
Okay.
05:00
Speaker 2
Yeah, you can use the app to set up the router or you can use the web browser to set up the router without using the Linksys app. I can send you the manual guide and how you can set up that. Router. So you have a guide. [silence] Probably because you're trying to log in using your email account, so it would be best to log in using the access, I mean router password, access that using the router password, which I'm going to send to you. [silence] You have other questions.
05:00
Speaker 1
Uh, no, I guess that's about it then. You too, thank you. Bye-bye. [silence]
06:00
Speaker 2
Alright, hope you have a good one. You take care. Bye.