⚠ 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.
V1 Rubric Scores
Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5
V2 Rubric Scores
Resolution1.56/5
Technical2.81/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall24.4% (-7.6)
V2 Grader Summary
The agent provided technically accurate power-cycle instructions (T3), but failed to perform a logical diagnostic process (T1) or use necessary tools (T2) to address the customer's specific issue of accidental reset. The call resulted in an Unresolved outcome and was auto-zeroed due to call abandonment and a failed callback commitment.
V1 Case Analysis
Customer's two routers disconnected after prolonged reset button press; red LEDs observed. Agent advised power cycle of modem and parent router but did not verify outcome or collect device details. Issue unresolved; follow-up required.
Troubleshooting Steps
Asked if a reset had been attempted
Advised power cycle of modem and parent node (unplug, wait 30 seconds, plug back)
Requested the customer to plug the router back in
Key Observations
Agent did not collect essential device information (model, serial number).
Agent provided an incorrect support URL (support.inksys.com instead of support.linksys.com).
Agent failed to recognize that holding the reset button too long likely triggered a factory reset, requiring reconfiguration rather than just a power cycle.
Call ended abruptly without verifying the outcome or scheduling a specific callback time.
Positive Highlights
Agent remained polite and confirmed the customer's name and email.
Attempted a standard power-cycle troubleshooting step.
Agent Errors / Gaps
Missing product model and serial number collection.
Provided wrong support website URL (support.inksys.com).
Failed to diagnose that prolonged reset likely caused a factory reset, requiring reconfiguration steps.
Did not verify outcome of the power-cycle step.
Abrupt call termination without a clear next-step agreement or confirmation of reconnection.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Call ended without confirmation that routers were reconnected; no resolution achieved.
R2Partially MetDiagnostic thoroughnessconf 90%
Agent initiated power cycle as a basic step but did not proceed to model-specific pairing procedures (e.g., Pair button or 5-press) after customer mentioned holding the button too long.
R3Partially MetCorrect resolution pathconf 85%
Power cycling is a valid first step, but agent failed to tailor troubleshooting to the described scenario (accidental reset via long button press), which warrants re-pairing guidance per KB.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 90%
Agent identified disconnection and asked about reset attempts and LED status, but did not ask for model number or confirm whether nodes were in setup mode, missing key diagnostic steps.
No use of tools (e.g., web UI access at myrouter.info or myrouter.local, firmware check, or remote diagnostics) despite unresolved issue and customer willingness to engage.
T3MetNo misinformationconf 98%
Power-cycle instructions were technically correct: unplug modem and router, wait 30 seconds, plug back in.
Communication
C1Not MetClear & professional languageconf 97%
Agent lost control during silence, repeated 'Hello?' multiple times without managing the interaction, and released the call without confirming disconnection or next steps.
C2Partially MetConfirmed understandingconf 85%
Used simple language but did not adapt to customer’s apparent frustration or check understanding; relied on scripted prompts without personalization.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent abandoned the call mid-troubleshooting and failed to follow through on the promised callback, relinquishing ownership.
O2Not MetProactive follow-throughconf 97%
Promised an immediate callback but never completed it; no follow-up occurred, breaking a clear commitment.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 95%
No escalation decision was made; call was dropped due to silence instead of escalating or attempting reconnect.
No escalation was attempted, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
No expression of empathy or acknowledgment of customer effort; tone remained procedural even after customer described self-inflicted error.
X2Not MetTone & rapportconf 93%
Agent did not adjust pace or tone in response to customer’s silence; continued with repetitive prompts leading to disengagement.
X3Not MetOverall experienceconf 95%
Customer provided serial number upfront but was not leveraged; left waiting in silence, increasing effort rather than reducing it.
Call Transcript4 turns · 7 lines
Speaker 1
Hi, I need you to help me get my two routers, seeing each other, my two routers connected to one another again. They got disconnected. I mistakenly disconnected them. I can give you the serial number, if that helps. Yeah, you got it.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported. While End of Support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.inksys.com for more information about your product. Hi, thank you for calling LinkSys. This is Regina. Can I hold you today? Okay. I totally understand. Yeah, sure. But let me just confirm, sir, if I'm talking with Joseph Ross Smith. Okay, and your email is Ross. Smith.
00:00
Speaker 1
Correct. What was the question again? Yeah, I did. What happened was I held the button down too long and because I held the button down too long, I disconnected them. So, I, there's nothing wrong with them. They just have to be reconnected. That's all. The red on both of them. there's just two of them. There's one in my computer room, one by my TV.
01:00
Speaker 2
4 4 7 7 at gmail.com. OK. May I ask, before contacting us for support, did you attempt to reset your Linksys devices? Did you attempt to reset your Linksys devices before contacting us for support? [silence] OK. What is the light indicator on the parent node? OK. If you don't mind, sir, can we please try to power cycle the modem and the parent node? Unplug the power adapter of the modem and then the parent node. Then wait for, let's just say 30 seconds to plug the power back. Okay now kindly plug the power back of the router. [silence] Hello? Are you still there? Hello? Hello? Joseph? Hello? Are you still there? [silence] okay since there has been no response from the other line Joseph I really need to release this call of 10 seconds, but don't worry. I will call you back immediately after this call. Okay. So for more information on our products and services, feel free to call us back at 800-326-7114. You may also visit our website support.linksys.com. Have a great day. Bye.