⚠ 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: T3 Not Met — agent provided materially incorrect technical information (wrong IP address and non-existent 'Southern Link' app source), which constitutes a critical failure under rubric section F (Non-Adherence to Technical Accuracy).
V1 Rubric Scores
Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall1.9/5
V2 Rubric Scores
Resolution1.25/5
Technical0.00/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-38.0)
V2 Grader Summary
The agent correctly identified the device as ISP-managed but failed to provide accurate technical guidance, offering a false application source ('Southern Link') and an incorrect IP address (192.168.0.1). No troubleshooting was conducted, no empathy shown, and the customer was dismissed without a viable path forward, leaving the issue unresolved and increasing customer effort.
V1 Case Analysis
Customer with ISP-provided UBC1340 router unable to access settings. Agent provided incorrect technical guidance (192.168.0.1, 'satellite app') and failed to verify web UI access. Directed customer to ISP without meaningful troubleshooting.
Troubleshooting Steps
Asked for router model number (UBC1340).
Provided IP address 192.168.0.1 as access point.
Informed customer that Linksys app does not support the device.
Directed customer to contact Optimum/Southern Link for a 'satellite' application.
Key Observations
Agent provided the incorrect default IP address (192.168.0.1) at [06:00]; UBC1340 is a SPNM-series device that uses http://myrouter.info, not 192.168.0.1, per KB guidance in universal_firmware_update.md and adjacent_mesh_node_management.md.
Agent introduced a non-existent 'satellite' application at [06:00], which is not referenced in any Linksys or Optimum documentation and contradicts KB guidance.
Agent failed to mention the correct local access URL (http://myrouter.info) for SPNM-series devices, despite this being documented in the KB.
No attempt was made to verify if the customer could access the web interface or confirm default login credentials, violating basic troubleshooting protocol.
Call ended without confirming whether the customer understood the next steps or had a viable path forward.
Positive Highlights
Asked for the router model number early in the call at [02:00], correctly identifying it as UBC1340.
Correctly stated that the Linksys app does not support ISP-provisioned devices like the UBC1340, aligning with universal_support_contacts.md.
Agent Errors / Gaps
Provided incorrect IP address 192.168.0.1 at [06:00]; correct URL for UBC1340 (SPNM series) is http://myrouter.info per KB.
Invented a non-existent 'satellite' application at [06:00] as required management tool, which is not supported by any Linksys or ISP documentation and contradicts KB guidance.
Failed to direct customer to the correct web interface (http://myrouter.info) for ISP-provisioned SPNM devices, a critical omission per KB guidance.
Did not verify whether local web access was possible before escalating to ISP, violating basic troubleshooting protocol.
Misrepresented the management capability of the device by implying only a proprietary app could access it, when web UI is standard for SPNM devices per KB.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the issue or provide a working solution; customer was directed to contact ISP without confirmation that support was available or actionable steps confirmed.
R2Not MetDiagnostic thoroughnessconf 96%
No meaningful troubleshooting steps were performed beyond asking for the model; no verification of IP, login method, or access path was attempted.
R3MetCorrect resolution pathconf 94%
Agent correctly identified the device as ISP-provisioned (UBC1340) and directed the customer to contact Optimum/SouthernLinc, which aligns with KB guidance for ISP-managed devices.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
Agent failed to ask relevant diagnostic questions (e.g., how customer attempted access, error messages, device connectivity) and did not identify root cause.
Agent provided incorrect IP address (192.168.0.1); standard for Linksys is 192.168.1.1 or myrouter.local; no tool use or verification was demonstrated.
T3Not MetNo misinformationconf 98%
Agent stated the customer needed an app from 'Southern Link' — a non-existent entity; SouthernLinc is the ISP infrastructure provider, not a source of apps. This is materially incorrect information.
Communication
C1Not MetClear & professional languageconf 95%
Agent provided no structure, agenda, or transitions; call ended abruptly without confirmation of understanding or closure.
C2Not MetConfirmed understandingconf 96%
Agent used confusing terms like 'satellite satellite' and 'Southern Link'; did not adapt language or confirm customer understanding.
Customer Ownership
O1Partially MetOwnership & empathyconf 90%
Agent avoided transferring internally and acknowledged responsibility by giving direction, but did not follow through or ensure the path was viable.
O2Not MetProactive follow-throughconf 95%
No clear next steps or timelines were established; agent did not commit to follow-up or verify resolution path.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history to reference or maintain.
Agent showed no empathy or acknowledgment of customer frustration; interaction remained transactional and dismissive.
X2Not MetTone & rapportconf 94%
Agent did not adapt to customer’s confusion or pace; used unclear terminology and failed to maintain engagement.
X3Not MetOverall experienceconf 97%
Customer was forced to contact a third party with no verified information or support path, increasing effort unnecessarily.
Call Transcript10 turns · 13 lines
Speaker 1
Bye. Nick, May. I'm sorry, it's even hard to hear you. Yes.
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's serial number ready. For assistance, press 1 now. For 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. Thank you for calling Linksys. My name is Nathan. Who am I speaking to? Nichole. This is your first time calling us, Nick. Is this your first time calling us? Mhm. Mhm. Mhm. May I? Help? Problem. Mhm. What's the problem?
00:00
Speaker 1
No, it's a router. It's through my internet provider. Which ones? No, this is not a Linksys device. The router is through my internet provider, which is suddenly well, it's now Optimum Optical. So Optimum gave me this router and I'm trying to find out how to get back in to check all my settings, but you guys don't have anything.
02:00
Speaker 2
All right. Now, the links is device that you have. Is it an router or extender? [silence] tell me? Tell me the links is device you have. What is the model and the serial number? All right. Link. Yes, do you have a links is device or router that you need to check? Mm-hmm. suddenly. Mm-hmm.
02:00
Speaker 1
You saying listed for me to get into the website? does that make sense? prior to that? well, it's been so long I can't remember, yeah. and the only thing it would tell me is that I need to find one of these things. so I, I'm confused. [silence]
03:00
Speaker 2
Oh, all right. Yes. You have uh prior to this new router UBC1340, what router do you have? [silence] Before what is the router that you get? [silence] That's all right. [silence] So you're trying to access your UBC 1340 using the Linksys app, correct? All right. [silence] That's all right. The UBC is not supported by the Linksys application.
03:00
Speaker 1
Okay. So, what I said when I call optimum, I'm going to ask him what again. Tell me how to say that again. Hang on. I'm still writing. So what is the application
04:00
Speaker 2
There is another application that can manage your router and that application you need to get it from Southern Link or the Optimum fiber, they have to give it to you. You need to call Southern Link and ask them what is the name of the application that will manage your UPC one three four zero. The application that you have, the link says, it will not work with this one. It's different. All right. What is the application that can manage your UPC one three four zero? They should give it to you or send it to you. You got it.
04:00
Speaker 1
all right. Well, I already know what my, I already know what my number is. The number number, number number is one three four zero. So when I try to do that, it won't do anything. Okay. All right. I get it. All right. See, I'm on the web right now. And can you guide me through what to do? All right. All right. Thank you.
05:00
Speaker 2
you phone when you open it, it will ask for your IP address and that is the number that you play, uh, put in that one, 192.168.0.1. The app will will prompt you, what is the IP address that you need to connect. That's that's it. You already have the number. You are just one step, three steps that you need to, you already have the router, you have the IP address. The missing is the application that runs everything and that you can get from satellite satellite. You're good. You're almost there. You're almost there. That's alright. Mhm. I I cannot, I don't have access to the satellite application. You really need to call satellite for this one or Optima for this one. They have the one that that can access for you for you on this one. All right then. All right then, have a I think you can, good luck, you can do this one. Have a nice day, and good afternoon. Bye bye.