⚠ Auto-Zero applied: Discourtesy – agent dismissed customer concerns, offered no empathy or resolution path, and continued with irrelevant data collection after customer disengaged, violating core communication and ownership expectations.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)
V2 Grader Summary
The agent confirmed the discontinuation of remote management but failed to guide the customer to local access solutions, offered no empathy, and abandoned troubleshooting. No diagnostic steps were taken, and the customer was left without resolution, resulting in an unresolved outcome and a critical discourtesy failure due to dismissive handling.
V1 Case Analysis
Customer unable to access discontinued remote management site (linksysremotemanagement.com) and local router UI; agent provided incorrect technical information and no valid troubleshooting steps.
Troubleshooting Steps
Confirmed remote management service is discontinued
Asked how customer attempted local login (no troubleshooting steps provided)
Repeatedly requested contact information after customer disengagement
Key Observations
Agent stated 'no remote access for all Linux units' — this is factually incorrect and contradicts KB guidance (no such restriction exists).
Agent failed to provide the correct local router URL (myrouter.local or 192.168.1.1) despite customer reporting 'site can't be reached'.
No troubleshooting steps for local access failure were offered (e.g., verify connection, use myrouter.local, check IP per KB).
Agent repeatedly asked for redundant contact information after customer provided phone number and disengaged.
Customer explicitly stated 'You guys are useless' and disengaged; agent did not attempt de-escalation or closure.
Positive Highlights
None recorded.
Agent Errors / Gaps
Provided materially inaccurate technical information: 'no remote access for all Linux units' — no such restriction exists in KB.
Failed to provide standard local login URL (myrouter.local or 192.168.1.1) despite customer reporting local access failure (contradicts KB guidance in universal_web_browser_setup.md).
Did not follow basic troubleshooting for 'site can't be reached' error (e.g., verify connection, suggest myrouter.local, check IP per KB).
Repeatedly asked for contact information after customer provided phone number and disengaged.
Failed to acknowledge or de-escalate customer frustration; allowed call to end with customer abandonment.
Did not offer any self-help path, KB article, or escalation despite unresolved critical issue.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 100%
Agent confirmed remote access is discontinued but provided no working solution for local access or device management; customer ended call frustrated and unresolved.
R2Not MetDiagnostic thoroughnessconf 100%
Agent asked only one vague question ('How did you try to log in?') and skipped basic troubleshooting like checking connection, IP address, or browser issues.
R3Not MetCorrect resolution pathconf 100%
Agent offered no alternative path (e.g., local login via myrouter.local, recovery key, firmware update) despite the issue being resolvable at L1 with proper guidance.
Technical Accuracy
T1Not MetTechnically accurate infoconf 100%
No diagnostic process followed; agent did not identify symptoms (e.g., 'site can't be reached'), ask about network connection, or determine root cause.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 100%
Agent failed to acknowledge customer frustration, offer empathy, or apologize for service discontinuation or access loss.
X2Not MetTone & rapportconf 100%
Agent did not adjust pace or tone to match customer’s urgency and technical level; remained detached and procedural.
X3Not MetOverall experienceconf 100%
Customer had to repeat contact info after expressing frustration; agent created unnecessary effort by not using available context.
Call Transcript12 turns · 13 lines
Speaker 1
yeah hi when is the uh linksys remote management.com website gonna be functional again[silence]
00:00
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. Or assistance, press one now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available, depending on the issue. [ silence ] Hi, thanks for calling Inksys. This is Chea, how can I help you today? Oh, oh. I'm sorry sir, but that... website turns. [ silence ]
00:00
Speaker 1
then why is it still up? Why am I still able to see it? No, I am on links' sysremote management.com. I'm not even near my router. I'm not even on my home network. The Linksys Smart Wi-Fi sight no longer works. What what replaces it? What what replaces it? What replaces it? So I can't administer
01:00
Speaker 2
That's already discontinued. Yes, sir. That's why it's discontinued, sir. You can get to that page local access, the
01:00
Speaker 1
oh my God. Okay. So going to, then the local, it says, I, I can't even log in there. I'm on a jump, I'm also on a jump box. So that is inside my network. And I've had local access previously, but when I go to the, the web address of the router, I get this can't, this site can't be reached. It says, refuse to connect.
02:00
Speaker 2
No more remote access, sir. For all Linux units. How did you try to log in, sir? Uh-huh. I see. Got it. Is there a specific, um, setting that you wanted to change? Why are you, uh,
02:00
Speaker 1
I want to be able to administer the network. I want to see what devices are on the wi-fi if I need to restrict them. I need to, I need to have access to my router. And I also need to have access to remote routers. When, did you guys send out an email saying, Hey, we're ending this service? [silence] You guys need to either change the- the splash screen on the site saying this is no longer active and why would I be able to get to a create account part of it? Y y y y the what is your phone email address going to have so to re-phrase what would I be able to?
03:00
Speaker 2
light the ray screen. yes i see and just to confirm sure you are still connected to your Wi-Fi right? okay um so may i have the serial number of your lenses please? the serial number sir
05:00
Speaker 1
Oh, man. Liste
06:00
Speaker 2
okay [silence] okay let me just check on the exact connector okay and um I have your phone number so in case you get disconnected.
06:00
Speaker 1
Matt 909-770-2671 Matthew Miller Never mind. You guys are useless.
07:00
Speaker 2
What is your phone number, sir? Okay, how about your first and last name, sir? Okay, and how about your email address, sir?