⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5
V2 Rubric Scores
Resolution1.56/5
Technical0.00/5
Communication0.00/5
Ownership1.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall23.9% (+1.9)
V2 Grader Summary
The agent correctly identified the EA8250 as end-of-support and advised replacement (R3, E1), but failed to perform basic troubleshooting or verify the issue (R2, T1–T3). The recommendation was partially valid but not fully earned through due process. No empathy, structure, or next steps were provided (C1, C2, O2, X1–X3), and the technical inaccuracy about firmware availability undermines trust. Outcome is Partial Resolution due to incomplete troubleshooting and lack of customer support actions.
V1 Case Analysis
Customer reports no internet on EA8250 (serial 32W10C69900634). Agent incorrectly stated device is end-of-support and recommended replacement without troubleshooting or warranty verification.
Troubleshooting Steps
None recorded.
Key Observations
Agent skipped all standard troubleshooting steps for internet/WAN issues (power cycle, LED check, local access, WAN verification).
Agent provided factually incorrect information that the EA8250 is end-of-support (contradicts KB).
No warranty or support eligibility was verified despite having the serial number.
No self-help resources or escalation paths were offered.
Call ended abruptly without confirming next steps or resolution.
Positive Highlights
Collected customer contact information and serial number.
Agent Errors / Gaps
Incorrectly stated the EA8250 is end-of-support (contradicts KB: EA series routers are supported with firmware updates) — [05:00]
Failed to perform basic troubleshooting for internet/WAN issue (no power cycle, LED check, local login, or WAN verification) — [03:00–05:00]
Did not verify warranty status despite having the serial number — [02:00]
Did not offer any valid support path (escalation, self-help, or KB resources) — [05:00]
Prematurely recommended replacement without technical justification — [05:00]
V2 Indicator Ratings
Resolution
R1Partially MetIssue actually resolvedconf 94%
Agent explained the product is end-of-support and recommended replacement, but did not confirm whether the issue was actually due to lack of firmware or if a simple reboot might resolve it — so the outcome was not fully validated.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps (e.g., power cycle, check LED status, verify physical connections) were performed or suggested before concluding the device must be replaced.
R3Partially MetCorrect resolution pathconf 91%
Agent correctly identified the EA8250 as end-of-support and advised replacement, but failed to offer best-effort troubleshooting (e.g., factory reset, manual firmware check) expected for out-of-warranty devices.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not ask relevant diagnostic questions (e.g., LED status, recent changes, modem behavior) or follow a logical sequence to isolate the root cause.
No tools (e.g., remote diagnostics, firmware version check via local access, prior case lookup) were used, despite the issue being resolvable through basic investigation.
T3Not MetNo misinformationconf 93%
Agent claimed 'there is no firmware that will keep it update' — but EA8250 is an EA-series model that supports manual firmware updates via http://192.168.1.1; this is materially inaccurate.
Communication
C1Not MetClear & professional languageconf 96%
Call lacked structure: no opening frame, no expectations set, no transitions — agent delivered a single recommendation without guiding the interaction.
C2Not MetConfirmed understandingconf 94%
Agent used no plain language adaptation, did not confirm understanding, and ignored customer’s communication difficulties (e.g., phone issues, fragmented speech).
Customer Ownership
O1Partially MetOwnership & empathyconf 89%
Agent took ownership by staying on the call and offering a recommendation, but did not attempt any resolution action or follow-up commitment.
O2Not MetProactive follow-throughconf 96%
No clear next steps (who/when/what) were provided — only a vague suggestion to buy a new router, with no timeline or support path.
O3Not ApplicableClosure confirmationconf 100%
Confirmed first contact; no prior history or handoff context needed.
Escalation Judgment
E1MetCorrect escalation decisionconf 94%
No escalation was warranted — issue was within agent’s scope, and the decision not to escalate was appropriate given the product status.
Agent offered no empathy, did not acknowledge customer’s frustration or urgency ('I have no internet'), and used a detached, transactional tone.
X2Not MetTone & rapportconf 94%
Agent did not adapt to customer’s pace or emotional state; continued at a flat pace despite customer’s disengagement and phone issues.
X3Not MetOverall experienceconf 96%
Customer was told to buy a new router without any troubleshooting or support actions, significantly increasing their effort.
Call Transcript5 turns · 8 lines
Speaker 2
Welcome to Lenksus 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.Lenksus.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. Hello, thank you for calling Lenksus. My name is Melanie. Is this your first time calling? May I have your first and last name?
00:00
Speaker 1
My first name is Yvonne. e@gmaill.com. Area code 607. Number is 4832509. [silence] Won. OK. Serial number is F slash N 2. Oh, excuse me. 32W10C69900634. As soon as I see it. Uh is it the Mac address on it? No. I see it. I see it. EA8250 spectrum. uh 11 last night uh she uh I called the cable company the internet people and then they said that my uh it should be on so I went through this big ordeal with them and they said to call you
01:00
Speaker 2
And how may I help you with this Linksys router? I see, so it is offline. And since when did it happen? Uh, okay. Last night. Is there any power outage in your area or internet outage? Uh, okay. Okay. Okay. So, how long have you been using this Linksys router?
03:00
Speaker 1
[silence] i should even tell you. Oh, so until I get a new router. I have no internet. Correct? Hello? I didn't hear you. I didn't hear you. This phone is acting up too. oh okay okay thank you so much I needed somebody to tell me something all right have a good night bye
04:00
Speaker 2
This device is already end of support. One factor could be, there could be a point where it will be really stopped working. Because there's no firmware that will keep it update. And, which will keep it running. So, this is the best time that you will replace it with a new router since there's nothing that we can do about it. It's already a phased-out product. And, there's not a guarantee if this will be fixed in any sort of way. So, the best option for this is to get a new router and replace it. You're welcome. All right, all right. You too. Thank you for your time. Bye bye.