⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent abandoned troubleshooting after minimal effort and opted for callback without attempting any resolution steps, constituting evasion of support responsibility.
V1 Rubric Scores
Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-34.0)
V2 Grader Summary
The agent failed to perform any meaningful troubleshooting, provide technical guidance, or maintain ownership of the case, instead opting to disconnect and promise a callback. This constitutes avoidance of basic support duties for a common, resolvable issue—child node pairing with blinking red LED—resulting in no progress and increased customer effort.
V1 Case Analysis
Customer unable to add child Velop node (blinking red LED). Agent failed to collect model, did not perform troubleshooting, and disconnected promising a callback.
Troubleshooting Steps
None recorded.
Key Observations
Agent failed to collect the product model number despite it being critical for mesh troubleshooting.
Serial number was misheard and incorrectly repeated by the agent ([02:00]–[03:00]), indicating poor verification.
No troubleshooting steps were attempted (e.g., reset, app check, node placement, 5-press) before disconnecting.
Call ended with only a vague callback promise and no documented next steps or case creation.
Positive Highlights
Agent attempted to verify the serial number despite audio issues.
Agent acknowledged the customer's audio concerns and attempted to address connection quality.
Agent confirmed the customer's phone number before disconnecting, ensuring contactability.
Agent Errors / Gaps
Failed to collect required product model number.
Misheard and incorrectly repeated the serial number (e.g., '55Z 10M, two a eight' instead of 'Z1055M2AE18001').
Did not initiate any standard mesh node pairing troubleshooting (e.g., verify LED, reset, 5-press, app check).
Disconnected the call prematurely without creating a case or documenting next steps.
Failed to set clear expectations for callback timing or interim actions.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent never resolved the issue or confirmed any outcome; interaction ended with a callback promise without resolution.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were executed—agent only requested serial number and then disconnected without diagnosing LED, placement, or reset state.
R3Not MetCorrect resolution pathconf 95%
Agent failed to select an appropriate resolution path (e.g., factory reset, 5-press, or Pair button guidance) and defaulted to callback without attempting standard fixes.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent did not identify root cause; only asked for serial and LED color, without probing reset status, proximity, or prior use of the node.
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1Partially MetCustomer effort minimisedconf 87%
Agent expressed apologies for poor line quality, showing basic courtesy, but did not acknowledge customer frustration about the device issue.
X2Not MetTone & rapportconf 92%
Agent did not adjust pace or clarity to match customer’s communication challenges; interaction remained disjointed and failed to re-engage.
X3Not MetOverall experienceconf 96%
By deferring to a callback instead of resolving remotely, agent imposed additional effort: repeat call, re-explaining, and delayed resolution.
Call Transcript10 turns · 11 lines
Speaker 1
[silence] Hi. I'm trying to connect the child node to the main node, but it's not connecting. doing that. [silence] I'm putting up and running the whole process, then it doesn't get, well, you can see it on the application that the child node is now there, but it doesn't get, yeah. [silence] Correct.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help? [silence] Okay. [silence] Okay, uh, I just really want to make sure sir that I got you correctly. So you were ad you were trying to add a new child node on your existing mesh system. Isn't it right?
00:00
Speaker 1
[silence] for the main node. Main node's uh serial number is Z10, 55 M2A E18-001. Okay. Can you hear me now? Can you it is better now?
01:00
Speaker 2
I don't see any records here using your phone number. Can you uh give me the model number and the serial number of your main node? Yes. Okay. Um sir, I do really apologize but I, um, I'm actually having a hard time hearing you. Uh can you give it again to me sir? Uh that one sir.
01:00
Speaker 1
Okay, I said [silence] 55, V 10, M 2A, E 18, 001. Okay. To a E, right? and E for elephant, right? No, there's no number eight.
02:00
Speaker 2
Yeah, that's actually much more better. wow oh okay let me just verify it back to you, sir. so 55Z 10M, two a eight, uh, oh, okay, two uh e Elephant under number eight and then. Okay, two E. Oh, A N E. Okay, two A E 1,800 - one. Oh, okay. 13001. Okay, thank you so much. for the video and I do really apologize that the line is actually like cutting in and out. So right now, sir, can you tell me what is the LED light coming from this child node that you're planning to add?
02:00
Speaker 1
Whenever I power it up after connecting it. It will be it will be more like a blinking red telling me that okay I can't more like out of range but I'll be sitting next to the main node Understand the situation. And now we um we do that by showing you the details details and Hello? Hello? [silence] [silence] [silence]
04:00
Speaker 2
Yes sir I did not uh actually get um everything that you said. Sir um can we disconnect the call for the meantime and then I'll be calling you back? Uh let me just verify your phone number sir. That's um 44751609
04:00
Speaker 1
Yes, correct. Can you hear me? Yes. OK.
05:00
Speaker 2
Yes, sir. So, uh, sir, uh, please, uh, disconnect the call for the meantime, and then I'll be calling you back right away.