⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided all diagnostic effort and defaulted to a paid assistance fee without attempting any troubleshooting, violating the OOW best-effort standard.
V1 Rubric Scores
Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5
V2 Rubric Scores
Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)
V2 Grader Summary
The agent identified the EA6100 as out-of-warranty and immediately offered a $15 non-refundable fee without performing any troubleshooting, asking diagnostic questions, or offering self-help resources. No resolution path was provided, and the customer disengaged. This constitutes avoidance of support duties, resulting in an unresolved case with critical failure due to evasion.
V1 Case Analysis
EA6100 out‑of‑warranty, no internet, no router lights. Customer declined $15 paid‑support. No troubleshooting performed.
Troubleshooting Steps
None recorded.
Key Observations
Agent did not perform any basic troubleshooting (power cycle, WAN check, LED verification).
Paid‑support was offered before attempting any free assistance, which is against best practice.
Agent showed limited empathy and did not acknowledge the customer's frustration.
Positive Highlights
Collected basic customer information (name, email, ISP).
Correctly identified the device model and communicated out‑of‑warranty status and paid‑support policy.
Agent Errors / Gaps
Failed to verify power status beyond a simple yes/no question.
Did not attempt any diagnostic steps to isolate the problem.
Did not collect the router's serial number despite asking.
Did not acknowledge or empathize with the customer's frustration.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Customer declined assistance after being told of a $15 fee; no troubleshooting or resolution was attempted or achieved.
R2Not MetDiagnostic thoroughnessconf 95%
No troubleshooting steps were performed (e.g., no power cycle verification, no LED check, no WAN connection test).
R3Not MetCorrect resolution pathconf 90%
Agent cited out-of-warranty status and immediately offered paid support without attempting best-effort troubleshooting (e.g., reboot, firmware, setup check), violating OOW support standard.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
Agent did not ask relevant diagnostic questions (e.g., about modem lights, ISP outage, physical connections) and failed to identify root cause.
Agent did not use any tools (e.g., remote diagnostics, KB lookup, prior case review) or direct the customer to self-service resources like firmware update or local login.
T3MetNo misinformationconf 95%
Agent correctly stated the out-of-warranty support fee ($15) and its non-refundable nature, consistent with policy.
Communication
C1Not MetClear & professional languageconf 90%
Agent failed to set expectations, frame the interaction, or guide the call; conversation lacked structure and ended abruptly.
C2Not MetConfirmed understandingconf 85%
Agent used repetitive, transactional language without adapting to customer’s confusion or simplifying technical concepts.
Customer Ownership
O1Not MetOwnership & empathyconf 90%
Agent did not take ownership of the issue; instead deferred to a paid service without attempting resolution.
O2Not MetProactive follow-throughconf 95%
No next steps, timelines, or follow-up actions were provided; customer was left with only a payment option.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior case history to reference or maintain.
Agent showed no empathy, failed to acknowledge customer frustration, and used a robotic, dismissive tone.
X2Not MetTone & rapportconf 85%
Agent did not adapt to customer’s emotional state or pace; interaction remained rigid and disengaged.
X3Not MetOverall experienceconf 90%
Customer repeated information (model, issue) and was forced to consider a fee without receiving any actionable help, increasing effort.
Call Transcript11 turns · 11 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's 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. Please select from the following option. 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]
00:00
Speaker 1
I've been having trouble with my internet today. It's not connecting. It's just not connecting. I've been rebooting it and um it's just not connecting like the Wi-Fi just here in the room is 14106085011346 and then what else you got? The model number um the model number to EA6100.
What is your first name and last name? So I can create a record here. What is your email address? Okay. And who is your internet provider? Any troubleshooting that you have done? [silence]
02:00
Speaker 1
and plugged it and plugged it back in. The current light on the router. I don't see a light. Where would the light be? Is it on the linky box or is it on the Motorola box? Yeah, I don't see like. Yeah, no, there's no light.
03:00
Speaker 2
What is the current light of the router? Yes. On your Linksys. There is no light on the top where the word LinkSys is located. Is your LinkSys router plugged into power or not? Yes.
03:00
Speaker 1
Yes. Yes. It's out of warranty? Out of warranty. And you said it's $15.00 to assist? $15.00. So, I paid $50.00 and then what? You guys reboot, just to troubleshoot it? To troubleshoot it, just to troubleshoot it. Yeah, just to troubleshoot. We'll begin.
05:00
Speaker 2
Serial number that you here? Based on the serial number that you provided the your wider EA6100 that's the model number. Unfortunately it's out of warranty and for out of warranty devices we charge $15 to assist you with that. Non-refundable. Correct. It's out of warranty. That is correct. No it's just to assist you. Troubleshoot your router. Correct.
05:00
Speaker 1
Okay, no thank you. No, no. No questions.
06:00
Speaker 2
understand it you have questions? alright thank you for understanding you have a good one [silence]