⚠ 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 avoided responsibility by immediately citing warranty status and offering paid support without any troubleshooting attempt, violating the OOW best-effort standard.
V1 Rubric Scores
Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.71/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to provide any troubleshooting for the customer's mesh node issue, immediately citing out-of-warranty status and offering only paid support. No diagnostic steps, tool usage, or ownership were demonstrated, and the interaction ended abruptly. This constitutes avoidance/evasion, triggering an auto-zero under the rubric.
V1 Case Analysis
Customer unable to remove existing mesh node and add two new nodes. Agent did not collect model/serial, skipped troubleshooting, and offered only paid support. No resolution achieved.
Troubleshooting Steps
None recorded.
Key Observations
Agent did not collect model or serial number despite asking [03:00].
No troubleshooting steps (reset, re-login, app refresh, web UI access) were attempted.
Agent incorrectly implied that out-of-warranty status eliminates all live support eligibility [06:00].
Customer experienced technical difficulties (locked out, app issues) that were not addressed [04:00].
Call ended without confirming whether customer would proceed with paid support or receive the guide.
Positive Highlights
Provided clear warranty status information.
Agent Errors / Gaps
Failed to follow standard protocol for mesh node addition (no model/serial, no troubleshooting).
Incorrectly stated that live support is unavailable because of warranty status.
Did not verify customer's willingness to pay before offering paid support.
Poor call control and lack of empathy.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent offered paid support and ended the call without resolving the node addition or removal issue.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps (e.g., reset, pairing method, web UI check) were attempted before closing the case.
R3Not MetCorrect resolution pathconf 97%
Agent cited out-of-warranty status to deny support instead of providing best-effort troubleshooting as required by policy.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent did not ask diagnostic questions beyond serial number; failed to identify root cause of pairing failure.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Agent offered minimal apology about warranty but did not acknowledge customer’s effort or frustration with node setup.
X2Not MetTone & rapportconf 94%
Agent maintained a transactional tone and failed to adjust pace or style to customer’s stressed and confused state.
X3Not MetOverall experienceconf 93%
Customer was forced to call back and pay for help, increasing effort instead of reducing it.
Call Transcript10 turns · 13 lines
Speaker 1
Hi there, I've got Linksys, you know the mesh system. and we have set it up in our office. uh I've got two additional remote workers who are facing issues with our VPN. so I would like for them to come in in the office
00:00
Speaker 2
[silence]
00:00
Speaker 1
nodes that i would like to add to the network. I've got my app. one of the nodes I can see is already added, but somehow the setting has not been right. so I'm trying to remove it and I'm unable to remove it. Uh is this something you can assist me with? because I'm trying to add both the devices and I can't add either of them. Yes. And I've got one more node that also I want to add. Uh no, I'd called last time, last couple of years back. the initial setup your team had helped your colleagues had helped me do it. It's Rishi as in R-I-S-H-I. and the last name is Chandran.
01:00
Speaker 2
m. so you want to add your child nodes back to the network. and is this your first time calling us for support? May I know your first name and last name? Sir. Your last name? Okay, so C-H-A-N-D-A-R-A-N-D-A. And your call back number and your email, sir? Sirishi at read them.com. Okay, Thank you. And how many links to routers do you have Sir? [silence]
01:00
Speaker 1
I have two that are already connected and I'm trying to add two more. I've had it, I didn't need them. Now we have expanded our office, so I'm just trying to set them up. Correct. Yeah, it is, uh, God darn it. Let me, let me just, this is hard for me to read. So I have to, give me a second. God darn it, why did things just disappear? Just hold on for that.
03:00
Speaker 2
So, you have four Linux devices and you're planning you have two Linux devices, but you're planning to add two more nodes. But are they newly purchased or it was working fine before? Okay, if if if and you're calling from Canada. Can you please provide a serial number to one of the child node?
03:00
Speaker 1
God, it locked me out. Give me one second. I just went to log in. So the one that was there, which I reset by mistake, and it's not showing up now. I'll give you that one first. Fasst.
04:00
Speaker 2
[silence]
05:00
Speaker 1
Okay. Okay. Let me, let me just try this once more and then call you back. Okay. Okay. Okay. You too. Bye.
06:00
Speaker 2
V2. Now, before we proceed, I would like also to set expectation regarding of the warranty status of your lengthest nodes. Since it indicates in our system, that they are no longer under warranty, and I really apologize here, that live support is no longer available. However, we have a paid support, wherein they can still assist you adding the child node, but you need to pay $15 Canadian dollars, and it's good for 60 minutes of troubleshooting. Yeah, of course, don't worry. I can also send you our Wi-Fi fix it service guide via email after this call for the helpful tips and guidance. So, thank you so much for calling us Rishi and have a great day. Bye. You missed out in this call for me, thank you.