⚠ Auto-Zero applied: Agent avoided all meaningful troubleshooting, provided no solution, and dismissed the customer — constituting Avoidance/Evasion (critical failure B).
V1 Rubric Scores
Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
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 perform any diagnostic steps, declared the router dead without evidence, and dismissed the customer with unsupported advice to replace it. No troubleshooting, escalation, or ownership was demonstrated, resulting in an unresolved issue and a critical failure due to avoidance of support responsibilities.
V1 Case Analysis
Customer reports no internet after power outage; agent declared hardware fault without troubleshooting and advised replacement. No case created.
Troubleshooting Steps
Requested model and serial number
No diagnostic or remediation steps performed
Key Observations
Agent declared hardware failure without verifying WAN connectivity, power cycling the device, or checking LED status (contradicts Step 2 in velop_wifi_connectivity.md and universal_speed_performance.md).
Agent made a factually incorrect claim that the DPC3008 was 'supposed to stop working in July 2022' — no Linksys product has a scheduled end-of-life date (contradicts universal_firmware_update.md and universal_support_contacts.md).
No basic troubleshooting (power cycle, cable check, LED interpretation) was attempted despite the issue following a power outage (contradicts velop_wifi_connectivity.md and universal_speed_performance.md).
Warranty status was not formally checked; agent inferred based on unsupported claim (contradicts universal_support_contacts.md).
No case was created, and no follow-up path was documented (contradicts PROTOCOL expectations).
Positive Highlights
Agent greeted the customer and obtained their name (Angela) at the start of the call [01:00].
Agent asked for the router model and serial number, aligning with standard protocol for product identification [02:00].
Agent provided a clear next-step recommendation (replace the router) even if the reasoning was flawed [04:00].
Agent Errors / Gaps
Declared hardware fault without performing any basic troubleshooting (e.g., power cycle, WAN check, LED verification) — violates standard protocol in velop_wifi_connectivity.md and universal_speed_performance.md.
Provided factually false technical information: No Linksys product is designed to stop working on a specific date like July 2022 — contradicts all KB guidance and support policies (universal_firmware_update.md, universal_support_contacts.md).
Failed to verify WAN connectivity by testing directly to the modem — a critical first step in diagnosing internet issues (Step 1 in velop_wifi_connectivity.md).
Did not check or interpret router LED status, which could have provided immediate diagnostic clues (Step 2 in velop_wifi_connectivity.md).
Did not collect accurate or complete product model/serial number — customer's utterance was garbled and not clarified.
Did not create a case or ticket despite handling a support request (contradicts PROTOCOL expectations).
Did not assess warranty eligibility through proper channels — instead made an unsupported claim about end-of-life (contradicts universal_support_contacts.md).
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent declared the router broken and advised replacement but provided no actual resolution, RMA, or troubleshooting fix.
R2Not MetDiagnostic thoroughnessconf 97%
No meaningful troubleshooting performed; agent skipped diagnostics and immediately concluded hardware failure without evidence.
R3Not MetCorrect resolution pathconf 96%
Agent failed to offer best-effort out-of-warranty troubleshooting (e.g., power cycle, firmware check, WAN test) before recommending replacement.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not ask relevant diagnostic questions or identify root cause; assumed failure based solely on age.
No tools (e.g., remote diagnostics, speed test, LED check) were used despite the need to verify connectivity or hardware status.
T3Not MetNo misinformationconf 96%
Agent inaccurately claimed the router 'stopped working in July 2022/2023' and directed customer to Amazon, which is unsupported advice.
Communication
C1Not MetClear & professional languageconf 95%
Agent did not set expectations, guide the interaction, or maintain control; call ended abruptly without confirmation.
C2Not MetConfirmed understandingconf 94%
Agent used dismissive language ('it's broken') without adapting to customer's confusion or confirming understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent abdicated responsibility by telling customer to contact landlord, showing no ownership of the support issue.
O2Not MetProactive follow-throughconf 95%
No clear next steps or follow-up provided; only vague suggestion to 'replace it' without actionable path.
O3Not ApplicableClosure confirmationconf 99%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 93%
Agent did not escalate despite apparent hardware fault and lack of resolution path, with no justification for not doing so.
E2Not ApplicableEscalation prep & handoffconf 99%
No escalation occurred, and none was warranted due to lack of valid escalation attempt.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
Agent showed no empathy, used blunt language ('it's broken'), and dismissed customer's situation.
X2Not MetTone & rapportconf 95%
Agent maintained flat, unresponsive tone and failed to adapt to customer's repeated confusion and effort.
X3Not MetOverall experienceconf 96%
Customer struggled with serial entry and received no assistance that reduced effort; agent increased frustration.
Call Transcript12 turns · 12 lines
Speaker 1
You a friend? Ah, yeah, you're particularly slow my friend. I understand, I need some support files. [silence]
00:00
Speaker 2
Welcome to Lynksys 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 support.Links2.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our Support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. Please have your devices serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Hi this is Angela. I'm located in Kings Beach, California, Commonwealth Drive Street of 1001 unit two to eight. Our Internet doesn't work. And uh that's work. Sorry, can you repeat that? that I'm aware of, I mean, I only got to this house too.
01:00
Speaker 2
ned. Paid support option may be available depending on the issue. Thank you for calling Linksys. My name is Nate and may I know who am I speaking with? Yes, Angela. How can I help you, Angela? What is the, is there a downtime? There was a power outage just recently. Was there a power outage or brownout in your location?
01:00
Speaker 1
Ago we're renting the house and so while we were here there was We connected to the internet but we can connect but then when we get connected uh it doesn't work it said that there's no signal like the internet doesn't work uh it says uh the model is VT
02:00
Speaker 2
[silence] Do you know the name of your router? um Okay. Can you give me the model of your router and the serial number as well?
02:00
Speaker 1
3-0-0-8 well this is 2-4-9 8-21 uh the 0-1-9 uh DPC C as in cats Tuesday, July, T-t-t-008
03:00
Speaker 2
ok do you have a serial number underneath? Can you repeat again the serial number? The model number? Please. Oh. This is a very, very old router. Right?
03:00
Speaker 1
Can you help us somehow? Sorry, to uh give us a what when when we call the own.
04:00
Speaker 2
and it is already and of life. and and of support it was supposed to stop working on July of 2022. My suggestion is you need to replace the router. This is not working anymore. This is broken. uh you need to order from Amazon for a new router for this one. Or since you rented this device, this apartment, you need to call the owner of the house and then tell them to give you a provision on the internet. They're the one who can control that one. You need to call the owner of the house with them to replace the router. The router is not working anymore. [silence]
04:00
Speaker 1
the router you said uh stopped working in July 2023 right? Yeah. Okay. Thank you. Yeah. Yeah, I know either way say uh thank you so much for your help. Bye.
05:00
Speaker 2
it's broken. yes, it's, it's no longer working. apologies for this, Angela. there's not much you can do. it's a hardware issue. you need to replace it. alright, then? bye bye for now.