⚠ 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 (B) — agent avoided performing basic troubleshooting or escalation and dismissed the customer with a generic replacement suggestion despite a clear technical issue.
V1 Rubric Scores
Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)
V2 Grader Summary
The agent failed to perform any diagnostic steps, ignored standard procedures for password recovery and device reset, and dismissed the customer by citing end-of-support status without confirming warranty status or offering best-effort help. The interaction lacked guidance, empathy, and technical follow-through, leaving the issue unresolved and increasing customer effort.
V1 Case Analysis
Customer unable to access AE9500 router (flashing white LED, forgotten admin password). Agent advised replacement without troubleshooting or verifying warranty status.
Troubleshooting Steps
None recorded.
Key Observations
Agent did not collect serial number or confirm warranty status despite discussing end-of-support.
No troubleshooting steps were attempted for the flashing-white LED or forgotten password issue.
Agent provided a vague, non-actionable recommendation to replace the router without verifying eligibility or offering self-help steps.
Call ended without a clear next-step, case number, or escalation path.
Agent's statement about end-of-support aligns with the KB for EA9500, but the handling of the call contradicts expected support protocol.
Positive Highlights
Agent maintained a polite tone throughout the call.
Agent correctly identified the product model (AE9500) from customer description.
Agent Errors / Gaps
Failed to collect essential product details (serial number, warranty status).
Did not follow standard troubleshooting for a forgotten password or flashing-white LED (e.g., factory reset, accessing 192.168.1.1, or password recovery).
Provided only a generic replacement suggestion without verifying warranty coverage or offering self-help steps.
Poor communication: long, unclear phrasing and no confirmation of customer understanding.
Failed to create or cite a HappyFox case despite no prior case context.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent stated the device is end-of-support and recommended replacement without resolving the issue, providing an RMA, or offering any troubleshooting path.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps (e.g., power cycle, factory reset, password recovery) were suggested despite flashing lights and login issues.
R3Not MetCorrect resolution pathconf 97%
Even if out of warranty, agent failed to provide best-effort troubleshooting (e.g., factory reset, firmware check) before recommending replacement.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent asked for model and ISP but did not diagnose root cause (e.g., failed reboot, password loss, firmware issue) or follow logical sequence.
No tools (e.g., LED interpretation, local access via 192.168.1.1, factory reset) were used or suggested despite being necessary for diagnosis.
T3Partially MetNo misinformationconf 85%
Agent correctly noted the AE9500 is end-of-support, but did not clarify whether this means no firmware updates or no support availability.
Communication
C1Not MetClear & professional languageconf 97%
Agent allowed multiple long silences, failed to set expectations, and did not guide the interaction toward resolution.
C2Not MetConfirmed understandingconf 96%
Agent used unclear phrasing (e.g., 'software of the router has no longer further development') and did not confirm understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent did not take ownership; transferred responsibility to customer by suggesting replacement without actionable steps.
O2Not MetProactive follow-throughconf 97%
No next steps, timeline, or follow-up (e.g., how to replace, where to buy, what model to choose) were provided.
O3Not ApplicableClosure confirmationconf 90%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 95%
Escalation was warranted due to unresolved hardware/software issue, but agent closed the case without escalation or troubleshooting.
E2Not MetEscalation prep & handoffconf 94%
No escalation occurred, so execution cannot be evaluated; customer was not informed of any escalation path.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent did not acknowledge customer frustration, device age, or effort; response was transactional and dismissive.
X2Not MetTone & rapportconf 95%
Agent did not adapt tone or pace; customer disengaged and ended call prematurely due to lack of progress.
X3Not MetOverall experienceconf 96%
Customer had to repeat information and received no actionable help, increasing effort unnecessarily.
Call Transcript7 turns · 8 lines
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.at.linxsys.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. If you're experiencing issues with your links this product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our A.I. powered support bot at support. Linxsys.com.
00:00
Speaker 1
Yes, it is. Uh, James Higgins? James, or Jim? Jim Higgins. Higgins, H I G G I N S. It's
11:00
Speaker 2
Hello, thank you for calling Lincoln. This is Miss Bell. This is your first time calling, may I have your first and last name? Sorry, what's your first name again? [silence] [silence] Mm-hm. And your last name please. [silence] [silence] May I have your complete email address?
11:00
Speaker 1
um 7046 hold on one second. I think it's like a 95. We're gonna get back up and look. Hold on one second, please. It is the AE9500 spectrum. a the other day, we were having problems with uh my internet provider, and we had to reboot my internet and stuff. It rebooted the internet. The router did not reboot.
13:00
Speaker 2
And what is your model number? and who is your internet service provider? Okay and may I help you with your Linksys router? [silence] Can you hear me? [silence]
13:00
Speaker 1
Uh, and now all I have is flashing white lights on the router and I tried to go online and reset it, but I cannot remember my password for raw leg system. So I need help. Uh, rebooted by router. Oh, I would say 10 years. Okay. That's what I kind of thought, and I do appreciate your time. So, yeah, we'll- we'll- we'll just have to replace it then. Okay. Thank you so much. Bye-bye.
14:00
Speaker 2
Are the software of the router, um has no longer further development, um as time goes by, it will really we can. So that would be when of the factor. Now, since it's already been end of support, um, the manufacturer, which thinks is we can no longer provide any assistance for this. What the best thing to do is to replace this instead with a newer router. Because there's not the guarantee if this will still work or not. Yeah. All right. Sure. No worries. Thank you so much for your time as well. You're welcome.