⚠ Auto-Zero applied: Avoidance/Evasion – agent transferred the call without performing basic troubleshooting or establishing a valid reason, constituting a critical failure under B (Avoidance/Evasion).
V1 Rubric Scores
Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to conduct any meaningful troubleshooting, provide resolution, or demonstrate ownership, instead transferring the call without justification. No technical validation was attempted, and the customer was left without next steps. This constitutes an unresolved case with a critical avoidance/evasion failure due to premature transfer.
V1 Case Analysis
Customer reports slow Wi-Fi after upgrading to 1 Gbps on Spectrum; agent acknowledged issue but performed no diagnostics or next steps. Call ended without resolution path.
Troubleshooting Steps
None recorded.
Key Observations
Agent failed to follow KB-recommended diagnostic steps despite clear guidance (test speed at modem, reboot modem/router, check WAN connection).
No troubleshooting path was established; call ended without resolution or next-step communication.
Agent did not confirm access to router’s web interface or ability to run speed tests, creating an access assumption gap.
Call ended abruptly with no closure, leaving the customer without a clear path forward.
Positive Highlights
Agent correctly acknowledged and restated the customer’s issue at [02:00]: upgrading from 500 Mbps to 1 Gbps and experiencing speed issues.
Agent used polite and professional language in initial interactions.
Agent Errors / Gaps
At [04:00], agent requested model and serial number but did not initiate any troubleshooting or explain the purpose of collecting this information, violating protocol for product-specific diagnostics (universal_isp_modem_diagnostics.md).
Failed to follow KB-recommended initial steps: no instruction to test speed directly at the modem (Step 1 in universal_isp_modem_diagnostics.md), no reboot sequence, no check of WAN status (Step 3 in velop_wifi_connectivity.md).
Did not set expectations or explain next steps after requesting device information, leaving the customer with no actionable plan.
Allowed the call to end without resolution or a defined follow-up path, resulting in an operational breakdown (abandoned_or_vague).
Did not verify whether the customer could access the router locally (http://192.168.1.1 or http://myrouter.local), creating a potential access blocker for future steps.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
No resolution was achieved; the agent transferred the call without confirming any outcome or providing a fix.
R2Not MetDiagnostic thoroughnessconf 98%
Only one basic question about prior speed was asked; no actual troubleshooting steps (e.g., speed test, modem check, firmware verification) were initiated.
R3Not MetCorrect resolution pathconf 97%
Agent did not determine warranty status, model compatibility, or perform even basic checks (e.g., auto-update, hardware limits) before transferring.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
No diagnostic process followed — no questions about LED status, WAN connection, or firmware; jumped straight to possible hardware limitation without evidence.
The scenario clearly required a modem-direct speed test or firmware check; agent used no tools or resources to validate the issue.
T3Not ApplicableNo misinformationconf 100%
No technical guidance was provided that can be assessed for accuracy.
Communication
C1Partially MetClear & professional languageconf 90%
Agent acknowledged the customer and asked for model/serial, but failed to set expectations or maintain structured control before transfer.
C2MetConfirmed understandingconf 92%
Agent used plain language, confirmed understanding ('okay'), and repeated request for model/serial clearly.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent transferred the call to a 'different line' without justification, abandoning ownership after minimal effort.
O2Not MetProactive follow-throughconf 97%
No next steps, timelines, or follow-up commitments were established before or during the transfer.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 96%
Transfer occurred without a valid escalation trigger (e.g., confirmed hardware fault, repeat contact); constitutes unjustified handoff.
E2Not MetEscalation prep & handoffconf 95%
Customer was not informed of why, who, or when regarding the transfer; no details shared about escalation path.
Customer Experience
X1Not MetCustomer effort minimisedconf 94%
No empathy expressed for customer’s frustration with upgraded service not performing as expected.
X2Not MetTone & rapportconf 93%
Agent maintained a flat, procedural tone without adapting to customer’s urgency or emotional state.
X3Not MetOverall experienceconf 95%
Customer was interrupted and asked to repeat information (model/serial) after being placed on hold, increasing effort.
Call Transcript9 turns · 9 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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please select from the. 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] Thank you for calling Linksys. This is Penny. How can I help you? [silence]
00:00
Speaker 1
Um, so we have a um, Spectrum, uh, sorry. Spectrum modem and a Linksys router that communicates with my Linksys router. Sorry. Can you hear me? Okay. Sorry, I was going through a bad spot. Um, so we have a Spectrum modem and the Linksys router communicates with the modem. And we recently upped the gigabytes on the Spectrum modem to one full gigabyte. Um, I just got off the phone with Spectrum because they are showing that everything is operating completely fine on their end, despite like troubleshooting and um, no problems with the signal that's coming to the house.
01:00
Speaker 2
[KEEP_UNCERTAIN] Yeah. Yes, I can hear you fine. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence] Yeah. [silence]
01:00
Speaker 1
So, he suggested that I call you guys and that the possible. problem may be the Link, see cannot accommodate the full gigabyte. Or it's not up to speed with it. Do you know if that uh is something that could be a problem that you've seen before? Previously, it was half, so we doubled it. Yeah.
02:00
Speaker 2
okay Thank you. okay okay so yeah let me verify your concern first so you upgraded your speed to 1G from how many speed did you subscribe before madam yeah so 500 mbps all right okay then so right now your internet works but you're having issue with the speed.
02:00
Speaker 1
So, we have two houses on the property.
03:00
Speaker 2
Yeah. okay. All right. So, from her location from her place, she's having issues with the Wi-Fi. The wireless connection, is that the signal? is she having issue with the signal or with the speed? [silence]
03:00
Speaker 1
Sure, I can call and ask her. Okay, um, one second. Do you mind if I put you on a hold so I can get that for you? Okay. Yeah. Okay. Let me just transfer you to a different line. This way that way you can keep holding while I figure out what that information is and then I'll bring you back to this line. Okay, thank you, sir. And we'll just hold for a moment.
04:00
Speaker 2
Okay. All right, that's fine. I just need to ask the model number and the serial number of your device, ma'am. Just try to look underneath it. Oh, sure. No problem. [silence]