⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to assist with a third-party device without attempting best-effort troubleshooting, transfer, or escalation, contradicting KB guidance requiring best-effort support for IoT devices.
V1 Rubric Scores
Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-60.0)
V2 Grader Summary
The agent refused to assist with the customer's Leakbot (a non-Linksys device), providing no troubleshooting, escalation, or best-effort guidance despite KB requirements. This constituted avoidance/evasion, leaving the issue unresolved and triggering auto-zero. All core indicators failed due to dismissal, lack of diagnostic effort, poor communication, and absence of ownership or empathy.
V1 Case Analysis
Customer unable to connect Leakbot water sensor (K4RH CZFG) to internet. Agent confirmed device is not a Linksys product and advised customer to contact the manufacturer or ISP. No troubleshooting performed.
Troubleshooting Steps
Asked for device model number
Confirmed device is not a Linksys product
Collected customer name, phone number, and email
Key Observations
Agent accurately identified that the Leakbot is not a Linksys product and correctly communicated Linksys support scope limitations.
No troubleshooting or actionable guidance was provided for the customer's connectivity issue, despite the opportunity to offer general IoT setup tips or KB articles.
Call demonstrated poor communication control with fragmented questioning and lack of empathy; agent failed to acknowledge customer frustration.
Agent collected required customer contact information but did not verify warranty status or provide self-help resources.
Positive Highlights
Agent correctly recognized that the Leakbot is not a Linksys product based on model number and brand.
Accurately stated that Linksys support is limited to Linksys-branded devices, aligning with support policy.
Collected required customer contact information (name, phone number, email).
No materially incorrect technical advice was provided, preserving ACCURACY score.
Agent Errors / Gaps
Provided no troubleshooting guidance or self-help resources for the customer's IoT connectivity issue.
Poor call control: questions lacked logical flow (e.g., asking about number of devices after confirming no Linksys equipment).
Failed to acknowledge customer frustration or provide empathetic response.
Did not offer to email support information or direct customer to general IoT setup guidance.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent never resolved the Leakbot issue and stated they can only support Linksys devices, providing no resolution path.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps were taken; agent asked unrelated questions about email and router ownership instead of addressing connectivity.
R3Not MetCorrect resolution pathconf 97%
Agent dismissed the customer with 'I can only support Linksys devices' without attempting best-effort troubleshooting (e.g., checking 2.4GHz band, firmware) as required by OOW standards for third-party devices.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not identify symptoms, ask diagnostic questions about Wi-Fi band/signal, or determine root cause; focused on device affiliation instead.
No tools or diagnostic methods were used (e.g., no request to check router settings via myrouter.local or verify 2.4GHz support).
T3Not MetNo misinformationconf 98%
Agent claimed 'we only support Linksys devices,' contradicting KB guidance (adjacent_smart_home_iot.md) that mandates best-effort support for third-party IoT devices like Leakbot.
Communication
C1Not MetClear & professional languageconf 96%
Call lacked framing or structure; agent jumped between topics (email, device model, router ownership) without clear transitions, losing control of the interaction.
C2Not MetConfirmed understandingconf 97%
Agent used unclear phrasing (e.g., 'link cis technician'), misunderstood terms ('laptop'), and failed to adapt language or confirm customer understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent disclaimed responsibility immediately without attempting transfer, escalation, or basic troubleshooting, showing no ownership of the case.
O2Not MetProactive follow-throughconf 97%
No next steps, timelines, or follow-up commitments were provided; customer was left without guidance to proceed.
O3Not ApplicableClosure confirmationconf 95%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 96%
Escalation to a team handling third-party device compatibility was warranted (per KB) but not initiated, despite the customer clearly requesting help with a non-Linksys device.
E2Not MetEscalation prep & handoffconf 95%
No escalation was performed; therefore, execution details (team, reason, customer notification) were absent.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
Agent showed no empathy for customer frustration; response was transactional and dismissive rather than patient or solution-focused.
X2Not MetTone & rapportconf 96%
Agent did not adapt tone or pace to the customer; communication remained disjointed and failed to maintain engagement or address confusion.
X3Not MetOverall experienceconf 97%
Customer had to repeat information (email, device type) multiple times due to miscommunication, increasing effort unnecessarily.
Call Transcript10 turns · 11 lines
Speaker 1
I think Chase Hello I got one of your, God damn it. I bought one of them. We got um Nationwide Insurance and I got a Leakbot and I cannot get it to connect to the internet. It's a Leakbot for water [silence] It was the model number. It yes. Hold on. Okay. It's K4RH CZFG. Yes. It is, what? I tried to connect it to my internet and I cannot get it to connect at all. [silence]
00:00
Speaker 2
K four that I are four number for are four Robert H4 Henry CC F for Frank G for George. So it is what? What which which device because we are currently talking to link cis technician sir. So this device won't connect to this network and Xbox. Can you plug it into the power outlet?
01:00
Speaker 1
no it's not okay just to detect water in case we have a leak a water leak I'm sorry all it's a link box LEAKBOX it
02:00
Speaker 2
"laptop".
02:00
Speaker 1
It's never worked. I just got it. I've I just I just I just sent it to me within the last week. Yes, it is. Yes, I am. Rich Riel, R-I-E-L, 740-504-3745.
03:00
Speaker 2
And it is working before or it doesn't work at all? And this is your first time calling us for support? And are you calling from United States? Okay, Naomi, I know your first name and last name sir. And your callback number, just in case his call will disconnect.
03:00
Speaker 1
Is Wizard, all, all, all, all, all, lower case letters? Lowercase letters. Underscore. Wizard. Wizard. Yes. Underscore. 38 at Yahoo.com. How many what? I only have the link, Bob. That's all. Oh, you need a router number? [silence]
04:00
Speaker 2
How about your email reach? [silence] Can you spell it for me? [silence] So it's B O W H U N T E R [silence] And how many [silence] devices do you have? [silence] device. [silence] No. [silence] Do you have [silence] device? [silence] Yeah because [silence]
04:00
Speaker 1
I just have a home internet. That's all. That's made by T-mobile. I'm sorry, but I cannot understand you. Let me see. All right. Okay.
05:00
Speaker 2
you're currently talking to a Linksys technician, sir. So I can only support Linksys devices. Do you have a Linksys router in your end? Do you have any Linksys device? So you have DS, L-I-N-K-S-Y-S. If you're going to search the one online, sir, that's our device. Right. Because it might be that you're calling the wrong number.