⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent prematurely declared device out of support without verifying model or serial number, skipped all troubleshooting, and provided no technical assistance despite the possibility of resolving the issue through basic steps (e.g., power cycle, LED check, firmware compatibility).
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent incorrectly declared the router end-of-support without verification, skipped all troubleshooting, and provided no actionable help, leaving the issue unresolved. The interaction lacked empathy, clear guidance, and ownership, constituting avoidance of core support responsibilities. Assessment 3 confirmed KB contradictions, validating the technical inaccuracy of the agent's claims.
V1 Case Analysis
Customer reported router middle LED not lighting and TV Wi-Fi connectivity issues. Agent did not obtain model/serial number, falsely claimed device was end-of-support, and provided no troubleshooting. Advised upgrade only.
Troubleshooting Steps
None recorded.
Key Observations
Agent never obtained the router model number or serial number ([01:00], [02:00]).
Agent made a false technical claim that the device is end-of-support without verification ([05:00]).
No troubleshooting steps were performed for the LED or connectivity issue.
Agent failed to verify basic network functionality (e.g., test Internet at modem or router).
Call ended without providing any self-help resources or valid next steps beyond product upgrade.
Positive Highlights
Agent maintained a polite tone throughout the call.
Agent attempted to collect customer contact information ([02:00]–[04:00]).
Agent Errors / Gaps
Failed to collect essential device information (model/serial number), violating core support protocol.
Provided a materially false and unsupported claim that the device is end-of-support without verification, contradicting Linksys KB policy.
Did not perform any diagnostic steps (e.g., power cycle, check local access, verify Internet at WAN) despite a clear hardware symptom.
Did not reference or direct customer to any self-help KB articles (e.g., universal_legacy_device_wifi.md, universal_firmware_update.md) even though the issue could be resolved with basic steps.
Ended the call without confirming whether the Internet connection was functional or attempting to isolate the issue to router vs. client device.
Failed to offer any actionable self-help path for an out-of-warranty customer, such as checking firmware, resetting the router, or accessing local admin interface.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 97%
Agent declared device end-of-support and offered no solution; issue remains unresolved.
R2Not MetDiagnostic thoroughnessconf 96%
No troubleshooting steps performed; agent did not ask about the light symptom, model, or firmware.
R3Not MetCorrect resolution pathconf 95%
Agent assumed device was out of support without checking serial number or warranty status, violating OOW protocol requiring best-effort troubleshooting.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent failed to identify the symptom (no LED), ask diagnostic questions, or follow logical diagnostic flow.
No escalation occurred, and none was required based on the nature of the issue.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
No acknowledgment of customer frustration or difficulty; interaction remained transactional and dismissive.
X2Not MetTone & rapportconf 94%
Agent did not adjust tone, pace, or style to match customer’s evident confusion and low technical literacy.
X3Not MetOverall experienceconf 95%
Customer repeated contact info and was given no actionable help, increasing effort unnecessarily.
Call Transcript11 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. Linksys.com for more information about your product. [silence] Hi. Thank you for calling Linksys technical support. This is Rio. How can I assist you for today? Router, sir. All right.
00:00
Speaker 1
[silence] Yeah, that's a light that's in the middle of the thing. It's not even on on that router. It's not working I guess, cause there ain't no light in the middle of it, like there usually is all the time. [silence] Whatever. Turn that side down so I can read it. [silence]
01:00
Speaker 2
It's okay, sir. So, sir, just like to confirm, your internet is working fine. Uh, you only have an issue with your TV not connected to the Wi-Fi. I'm sorry, Do you have an internet of the router or it's it's not working? Okay, can you confirm to me, sir what's the serialize number for this router, please? Wired number. Ok. (i just it that's the model number sir it is okay sir uh let me just create it here may I sir you're uh if this is the first time you called Linksys is this the first time you called Linksys. All right let me create first a record for you in the system sir May I know your first name and last name
01:00
Speaker 1
Edmund Eman D81 NC Highway 55, East, New Bern, North Carolina, pardon me, oh, email, Ray Barnes, 1445 at at Neil.com, pardon me. Ray Barnes, R-A-Y-B-A-R-N-E-S-10-3. [silence]
03:00
Speaker 2
I'm sorry, your first name again right how about email address sir email sir email address I'm sorry can you spell it out for me sir can you spell your your email sir
03:00
Speaker 1
[ ] [ ] [ ] deadline dm. L. [ ] 3 a.m. Please hear a number of [ ] [ ] that a night in traffic light em em.com. Yes ma'am. I don't know how many years in for sleep.
04:00
Speaker 2
you wanted me to confirm that your email address is Ray Barnes, 1145 and what's next at gmail.com.
04:00
Speaker 1
Oh, okay. See you want to, I ain't got nothing about this stuff. I don't have not any idea where my son even got this thing from.
05:00
Speaker 2
Okay, because sure. In the system here, the device that you have is already been part of our end-of support devices, meaning to say we no longer provide any support or technical assistance for this device because troubleshooting might not work anymore. You may try to consider, sir, upgrading to a newer version. Now, I'm afraid, sir, I cannot provide you any assistance for this router, but I've sent you an email so you can follow that instruction. If you need to do something
05:00
Speaker 1
Okay. Appreciate it. You too. Bye bye.
06:00
Speaker 2
Thank you so much. Sure, you have a nice day ahead. Bye- bye for now.