⚠ 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.
V1 Rubric Scores
Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5
V2 Rubric Scores
Resolution0.94/5
Technical4.06/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp3.21/5
Overall39.8% (-4.2)
V2 Grader Summary
The agent identified the Wi-Fi password issue and referenced the default password on the E5350, after which the customer reported a connection. However, no verification of resolution occurred, no troubleshooting steps were guided, and the agent failed to take ownership or provide next steps. While technically accurate, the interaction lacked depth and closure, resulting in a partial resolution.
V1 Case Analysis
Customer (Joseph Ferguson) reported Wi-Fi password not working on Echo 5350 router. Agent instructed customer to use default password (12340) printed on the device. Customer reported 'status connected' but no verification of internet access or password change guidance was provided. Call ended abruptly without confirmation or next steps.
Troubleshooting Steps
Requested router model number (Echo 5350).
Instructed customer to use the default Wi-Fi password (12340) printed on the router.
Observed customer entered password and reported a 'connected' status.
Key Observations
Agent correctly identified the router model (Echo 5350) and instructed the customer to use the default password printed on the device, which aligns with Linksys KB guidance.
Customer reported a 'connected' status, but agent failed to verify actual internet functionality or guide the customer through changing the Wi-Fi password.
Call ended abruptly without confirming resolution, offering next steps, or discussing support eligibility.
No case number or warranty discussion occurred, despite the potential need for further assistance.
Positive Highlights
Correctly asked for the router model number to identify the device (Echo 5350).
Properly instructed the customer to use the default Wi-Fi password printed on the router, which is a valid first step for password recovery per Linksys KB.
Technical advice was accurate and aligned with KB guidance.
Agent Errors / Gaps
Did not verify actual internet connectivity after the customer reported a 'connected' status.
Failed to guide the customer through changing the Wi-Fi password via the router admin interface (http://192.168.1.1 or http://myrouter.local).
Ended the call abruptly without summarizing the outcome or offering further assistance.
Did not discuss warranty status or support eligibility, nor create a case record.
V2 Indicator Ratings
Resolution
R1Partially MetIssue actually resolvedconf 90%
Customer reported connection after using default password, but agent never confirmed resolution of the original TV connectivity issue or verified the password worked for all devices.
R2Not MetDiagnostic thoroughnessconf 95%
Agent only asked for model number and default password; no diagnostic steps like checking SSID visibility, password change history, or router admin access were performed.
R3Not MetCorrect resolution pathconf 90%
Agent assumed default password should work without verifying if changed; for out-of-warranty E5350, best-effort troubleshooting should have included guiding password reset via admin interface, which was not offered.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 85%
Agent identified symptom and asked for model/printed password, but did not ask key diagnostic questions (e.g., has password been changed, can they access router UI) to determine root cause.
T2MetAppropriate tools / resources usedconf 95%
No additional tools were necessary; agent appropriately relied on customer-provided information about device label and basic connectivity status.
T3MetNo misinformationconf 95%
Agent did not provide any technically inaccurate information; asking about default password on device is consistent with Linksys documentation for E-series routers.
Communication
C1Partially MetClear & professional languageconf 90%
Agent initiated call politely but failed to set expectations, summarize next steps, or maintain control—call ended abruptly without confirmation of resolution.
C2Partially MetConfirmed understandingconf 85%
Agent used simple language and avoided jargon, but did not confirm understanding, check comprehension, or adapt communication style beyond basic politeness despite customer’s unfamiliarity with technical terms.
Customer Ownership
O1Not MetOwnership & empathyconf 95%
Agent did not take ownership—after minimal interaction, ended call without confirming resolution, offering further help, or documenting a clear path forward.
O2Not MetProactive follow-throughconf 95%
No next steps, timelines, or follow-up commitments were established; agent closed call without ensuring customer knew what to do if problem returned.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior case history exists to maintain continuity.
Agent used polite language ('thank you so much') but did not acknowledge customer frustration, effort, or difficulty with technology—response was transactional rather than empathetic.
X2MetTone & rapportconf 90%
Agent maintained a calm, responsive tone and allowed customer time to locate information; pacing matched customer’s slower, uncertain style.
X3Partially MetOverall experienceconf 85%
Agent avoided unnecessary steps by going directly to default password, but did not reduce customer effort further by guiding them through password reset or admin login, which would have addressed core issue more effectively.
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. While waiting, you may also visit support.linksysom for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay, and will be with you as soon possible.
00:00
Speaker 1
we're there yes fan how you doing my name is joseph ferguson and i have an account with spectrum and uh they told me to give you a call now my uh i'm not able to use my uh
05:00
Speaker 2
Hi, thank you for calling Linksys. My name is Van and I'll help you today.
05:00
Speaker 1
television now because my wi-fi password uh doesn't work. So, I need another password. Can you help me with that, sir? [silence] Okay. [silence] It's a router, because I'm not really familiar with all of this technical stuff. Is the router, is that the thing with three plugs going into it and one in the middle has a yellow plug? You know what, I think I do. Hold on. [silence] Okay, I'll turn it up. [silence]
06:00
Speaker 2
I see you are working with a Linksys. [silence] the Model number What's the model number? [silence] How about model? [silence] There's nothing that says model.
06:00
Speaker 1
[silence] MCC I see. Oh, it's here. Oh, this is it. Model number is Echo 5350. And I think this is it. Let me, you know what? I think because let me try it in a second. because I tried it yesterday, but there were more numbers that I used. Oh, um, give me one second, sir.
08:00
Speaker 2
Thank you so much [silence] You mentioned you were having some troubles with the password. [silence] What about the password underneath the router, the one that you just read out? Does that work?
08:00
Speaker 1
please. I see one two three four zero. Let me see here F I'm still putting that ID number in and. Okay, going to connecting to Ferguson. Okay, status connected. Connection to broadband. You gotta be kidding. Okay, I think I have it. Hey. Um, let me see here. Let me see if I can go and turn the television on so um. I can go from there. Let me see here, sir. Thank you for your patience. Um, okay. Um, okay. I'm just, okay. No, thank you. So I really do appreciate your service.
09:00
Speaker 2
All right. Is there anything else? All right. Thank you so much. I'm going to call Logixis as well take care and have a great day you may now and the call as well