⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
V1 Rubric Scores
Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.8/5
V2 Rubric Scores
Resolution1.56/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall72.0% (-4.0)
V2 Grader Summary
The agent correctly identified the device as EOL and provided a path to resolution via a KB article. While T3 is rated Met because the technical claims regarding local access and EOL status are accurate, the agent failed to perform any diagnostic troubleshooting (T1/R2) before concluding the call. The customer's issue was not fully resolved due to lack of verification that the KB article was applicable or that the customer could access the router interface, resulting in a Partial Resolution outcome.
V1 Case Analysis
Customer requested assistance changing Wi-Fi name and password. Agent confirmed device is end-of-life and out of standard support. Offered to send KB article via email. Confirmed customer email and sent instructions.
Troubleshooting Steps
Collected serial number from the customer.
Checked device support status and confirmed it is end-of-life.
Offered to send a KB article with instructions for changing Wi-Fi settings.
Key Observations
Agent correctly identified end-of-life status and refrained from providing unsupported firmware or direct troubleshooting.
Agent offered a valid self-help path (KB article) for changing Wi-Fi SSID and password, which is documented in the KB and does not require active firmware support.
No technical inaccuracies were found in the agent's guidance against the KB.
Agent did not verify whether the customer could access the router’s web interface (e.g., http://192.168.1.1 or http://myrouter.local), which could have provided immediate support.
Positive Highlights
Promptly collected the serial number at the start of the call [05:00–06:00].
Accurately interpreted end-of-life status and correctly communicated support limitations [07:00–08:00].
Offered a concrete next step by sending a KB article rather than leaving the customer without direction.
Clearly confirmed the customer's email address: 'Robinson Junior 31 at i cloud dot com' [09:00].
Technical guidance was fully accurate per the KB.
Agent Errors / Gaps
Did not verify whether the customer could access the router’s web interface before offering only an email, which could have enabled real-time guidance.
V2 Indicator Ratings
Resolution
R1Partially MetIssue actually resolvedconf 96%
Agent explained EOL status and promised to send a KB article, but did not confirm whether the KB actually applies to the specific end-of-life model or whether the customer could access the router interface. No verification of resolution path feasibility.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps were performed — agent did not ask if the customer could access the router interface, verify current credentials, or attempt login. Jumped directly to KB email after confirming EOL status.
R3Partially MetCorrect resolution pathconf 95%
Agent correctly identified EOL status but failed to provide best-effort troubleshooting guidance despite policy requiring support for OOW devices. Sending a generic KB without confirming its relevance falls short of the expected best-effort standard.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 93%
Agent asked for serial number and looked up product status, which is relevant, but did not inquire about symptoms, current access, or prior attempts to change settings — missing key diagnostic steps.
T2MetAppropriate tools / resources usedconf 97%
Used internal system to check serial number and determine EOL status, which was appropriate and necessary for this scenario.
T3MetNo misinformationconf 95%
The agent's technical claims (EOL status, lack of firmware updates, and the requirement to be connected to the WiFi to access the local admin page) are consistent with the general principles in the provided KBs (e.g., local access requires being connected to the network).
Communication
C1MetClear & professional languageconf 95%
Agent introduced themselves, set the agenda, collected required information, and communicated a clear next step (email within 3–5 minutes). Maintained control throughout.
C2MetConfirmed understandingconf 94%
Used plain language, avoided jargon, confirmed email address, and matched the customer’s conversational pace.
Customer Ownership
O1MetOwnership & empathyconf 96%
Agent owned the interaction from start to finish, did not transfer, and committed to sending the KB article.
O2MetProactive follow-throughconf 95%
Provided a specific timeline (3–5 minutes post-call) and confirmed the email address, setting clear expectations.
O3Not ApplicableClosure confirmationconf 100%
No prior case history or handoff involved; confirmed first contact.
Escalation Judgment
E1MetCorrect escalation decisionconf 94%
No escalation was warranted — issue was within scope for self-service, and agent made a reasonable decision based on product status.
Agent said 'I'm just sorry' but did not acknowledge the inconvenience of owning unsupported hardware or express empathy for the customer’s need to make changes on an older device.
X2MetTone & rapportconf 93%
Adapted tone to customer’s informal style, used accessible language, and confirmed understanding of email address.
X3Partially MetOverall experienceconf 89%
Sending a KB article reduces effort compared to making the customer search, but agent did not attempt to guide the customer through the steps live or confirm if they had ever accessed the router before — missed opportunity to reduce friction.
Call Transcript7 turns · 10 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.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yes, I'm needing assistance with changing my Wi-Fi password and the name of my Wi-Fi.
05:00
Speaker 2
Hello, thank you for calling Nix's technical support. This is Charms. How can I assist you with today? I see. All right. So you want to change your Wi-Fi name and the password. May I assist you with this concern? Before we proceed, kindly provide the model number and the serial number of your Linksys router.
05:00
Speaker 1
I'm looking. oh, o k hold on okay, so under this router would it say serial number? oh, this is serial number is three zero K for kangaroo one zero M for maple syrup two seven a for apple zero seven three eight nine. spectrum.
06:00
Speaker 2
It's, um, under the router. Um, it's slanted on the sticker. Yes, serial number. Got it. All right. Let me pull it up here. Uh, also I may know who is your internet service provider. That is fun. I'm. Am. Uh. all right let us bear with me for a moment here you need to check your All right so based on the record here ma'am with this serial number that you provided to me This device was already part of our end of life and of support device it means that we don't provide technical support for this router anymore
06:00
Speaker 1
Okay. Okay. Will I be able to ever change it or I won't be able to. Okay, that's fine. [silence]
08:00
Speaker 2
I'm just sorry you don't have that because you no longer manufacture this router and there's no updated firmware, so if you want to change your Wi-Fi name and password of this router, what I can do here is I could send you an email instead that use KB article where you can check on how to change your Wi-Fi name and password. I guess you can change that one as long as your device or your laptop or iPad is connected to the Wi-Fi, then you can access the page and I will just send you an email a step-by-step instruction on how to do it. All right, can I provide your best email address on where I could send the email? at @ i [cloud] dot com. Good. Just to confirm, your email address is Robinson Junior 31 at i cloud. com. Is this correct? All right. So expect an email from(menu, man within 3 to 5 minutes after we end the call. All right. Thank you Thanks as well, Ram, and I wish you well. Bye for now.