⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any substantive troubleshooting or resolution and only offered to email a guide.
V1 Rubric Scores
Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)
V2 Grader Summary
The agent failed to diagnose or resolve the lost password issue, providing no technical guidance, tools, or escalation. The call ended with a vague promise to email a guide, resulting in an unresolved outcome and multiple critical failures.
V1 Case Analysis
Customer lost router admin password; provided serial number; agent offered to email a password‑recovery guide, no further troubleshooting performed.
Troubleshooting Steps
Asked for serial number
Requested email address for follow‑up
Key Observations
Agent did not follow the standard password‑reset procedure (recovery key) for SPNMX/EA routers.
No model number or warranty status was confirmed before providing guidance.
Customer's email address was unclear; the agent did not verify it.
Positive Highlights
Agent asked for the serial number, showing an attempt to identify the device.
Offered to send a written guide via email, providing a next‑step path.
Agent Errors / Gaps
Failed to use the recovery‑key method for password reset, contrary to KB guidance.
Did not collect or confirm the product model before giving instructions.
Lacked empathy and did not acknowledge the customer's frustration.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent only offered to email a guide and ended the call – the password issue was not resolved.
R2Not MetDiagnostic thoroughnessconf 97%
Agent asked for serial number and email but performed no troubleshooting steps for the lost password.
R3Not MetCorrect resolution pathconf 96%
Instead of guiding the customer through recovery‑key reset or factory reset, the agent simply said they would send a guide.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
No logical diagnostic process was followed; the agent did not identify symptoms, ask relevant questions, or determine a cause.
No tools or resources (recovery key lookup, remote session, KB reference) were used even though they were required for a password‑reset scenario.
T3Not MetNo misinformationconf 95%
Agent gave no technical instructions; the only statement was to email a guide, which is not a technically accurate solution.
Communication
C1Not MetClear & professional languageconf 94%
The interaction lacked framing, clear expectations, or structured call control; the agent abruptly ended after offering to send a guide.
C2Not MetConfirmed understandingconf 93%
Agent did not adapt language, confirm understanding, or show empathy; communication remained generic and unhelpful.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent did not take ownership of the issue, merely promised an email and did not follow through or offer further assistance.
O2Not MetProactive follow-throughconf 95%
No concrete next steps, timeline, or follow‑up commitment were provided beyond a vague offer to send a guide.
O3Not ApplicableClosure confirmationconf 99%
This was the first contact; no prior history existed to maintain continuity.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 94%
The issue required escalation or a proper resolution path, but the agent chose not to escalate.
E2Not MetEscalation prep & handoffconf 94%
No escalation was performed, so the execution of escalation was absent.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent offered no empathy or acknowledgement of the customer's frustration about a lost password.
X2Not MetTone & rapportconf 95%
Agent did not adjust tone or pace to the customer's confused, repetitive statements.
X3Not MetOverall experienceconf 95%
Customer had to repeat serial number and email; the agent added no effort‑reducing actions.
Call Transcript10 turns · 11 lines
Speaker 1
[KEEP_UNCERTAIN] Yeah, I'm trying to, I'm going to, I'm, I'm, I'm going to use my password, I think I don't have my, I lost my password. [silence] Yeah, I'm trying to go to my, about my password. I think I don't have my, I lost my password. [silence]
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 serial number ready. For assistance press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence]
00:00
Speaker 1
I don't have it. I can't remember because it's a long time ago since I used it last.
01:00
Speaker 2
you give me the serial number and model number of your Wilson here or here so I know which to refer to it. And the model number. I'll read it back to you the serial number. It looks... It seems to be right.
01:00
Speaker 1
the serial number is SN 32 w 110 C 69905 160. 32 w 110 C. I'm not concerned with that. Okay. It's 32 w 110 C 69905 160. Yeah, I can't read it.
02:00
Speaker 2
That, again, is. Um. The W might be a B. Can you double check? Just double check. Yeah. Thank you. Thank you. Let me just check. Um, so you said you you forgot your password, right? And is there a device that's still connected to the Wi-Fi right now or no? [silence]
02:00
Speaker 1
Yeah, I have my, yeah, I have a couple things, but you could, you could disconnect, it doesn't matter. There's nothing important connected. Yeah, I did. I tried to reset it. It was saying that I had a weak signal. I called the internet provider and said I wasn't, I should take my other, turn it off and reset it. Now it's not. It's albert.omi@ocn.com.
03:00
Speaker 2
Did you also attempt to reset your links? Yes. Rather or or or, did you not reset? Is it? OK. So, what is your email address? Sorry. What is your email address? Oh, I'm not sure how to spell that. Can you spell it for me? Please?
03:00
Speaker 1
b-e-r-t-o-o-o-m-i-o-r-a-m-c-c-n-n-c-c-n-n.com. Alberto Mitchell. [silence] Okay. Okay. No. Okay, thank you.
04:00
Speaker 2
What I can do is I can send you a guide on how you can troubleshoot your Linksys rather or how you can retrieve the password. So I can kind of email you. Do you have questions for this? Well, thank you so much and have a wonderful day.