⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent engaged in Avoidance/Evasion (critical failure B) by refusing to assist an out-of-warranty customer without any troubleshooting, contrary to OOW best-effort policy, and redirected to a self-service site as a substitute for support.
V1 Rubric Scores
Resolution2.00/5
Accuracy4.00/5
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
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)
V2 Grader Summary
The agent failed to provide any troubleshooting or ownership, incorrectly claimed no support is available for out-of-warranty devices, and dismissed the customer with a generic website referral. This constitutes a critical Avoidance/Evasion failure, resulting in an unresolved case with no progress or empathy.
V1 Case Analysis
Customer (Francisco) reports one Velop mesh node (green/blue LED) not connecting despite resets. Agent confirmed serial number, declared product out-of-warranty (expired 2017) and end-of-support (2024), and correctly directed to linksys.com/support. No model collected, no troubleshooting performed.
Troubleshooting Steps
Collected serial number
Confirmed out-of-warranty and end-of-support status
Directed customer to linksys.com/support
Key Observations
Agent did not collect model number (protocol miss; critical for mesh topology and firmware-specific guidance).
Agent correctly cited warranty expiration (2017) and end-of-support date (2024), indicating a verified system lookup.
No troubleshooting steps were performed despite the issue being reset-sensitive and LED-anomaly related.
Agent correctly directed customer to the official support URL (linksys.com/support), which is accurate and safe per KB.
Call ended without confirming customer understanding or summarizing next steps.
Positive Highlights
Agent accurately communicated warranty and support eligibility status based on system data.
Correctly directed customer to official support site (linksys.com/support), a valid self-service path for out-of-warranty devices per KB.
Serial number was collected and phonetically confirmed, meeting basic case documentation expectations.
Agent Errors / Gaps
Missing model number collection (protocol breach; required for mesh troubleshooting).
No diagnostic or reset steps performed despite customer reporting repeated resets and LED anomalies.
Failed to offer any concrete self-help steps beyond generic website referral (e.g., no KB article, no email follow-up, no pairing instructions).
Lack of empathy and poor call control; did not acknowledge frustration or slow down during customer confusion.
No recap or confirmation of next steps before closing the call.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent stated 'I cannot provide you assistance' and offered no resolution path beyond a generic website redirect.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps were attempted; agent immediately cited warranty status without diagnostic questions or tests.
R3Not MetCorrect resolution pathconf 97%
Agent refused help due to OOW status instead of providing best-effort troubleshooting per policy.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not identify symptoms, ask diagnostic questions, or attempt to determine root cause.
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent showed no empathy, did not acknowledge frustration, and remained transactional throughout.
X2Not MetTone & rapportconf 95%
Agent maintained a detached, one-size-fits-all tone and failed to engage or adapt to customer's emotional state.
X3Not MetOverall experienceconf 97%
Customer repeated serial number multiple times and was sent to self-service with no agent-side effort, increasing effort.
Call Transcript8 turns · 11 lines
Speaker 1
yeah yeah my hours. Please. I'm calling to uh, uh, I'm calling to see if you guys can help me um through my rates.
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, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thanks for calling Linksys. This is S. How can I help you?
00:00
Speaker 1
I mean, we had this for a few years now. Sometimes it just goes out of, like it just stop working and just have to keep resetting it. So, and right now we're trying to watch TV but um, I have this green, one blue light and the rest are are green. And I reset it like a few times already, but still not working. Yeah. Let me see. Serial number 18, U 10, D as in dog, 3 62 82 53
01:00
Speaker 2
Can you provide me with your number or assigned device?
01:00
Speaker 1
No 9362. Yes, uh-huh. 18 U 10 D as in dog 93 62 82 53. Uh-huh. 9362. Yes. No 8253. Uh-huh. Continues like very intense. The selection may pass pass forward because. Uh-huh. [silence] for Francisco Francisco, it's Francisco, Yeah my first and last name and six eight to a Gmail.com Six. eight. two. Yes. Yes, Concast, Xfinity. Uh, well, I have the two. I have the router and then the other one, I don't know what it's called, water or something like that. Yes, both of them, yes. Ack. Yeah. sorry about that
02:00
Speaker 2
And you mentioned you have three Linksys nodes? Yeah, the router is also a Linksys, right? And the child node. So it means you have three, a total of three Linksys products, one parent node and two child nodes. So your parent node is connected and online and We figured that it was just this terminal here wasn't connecting to your network. Okay. So, um we need to entirely reset and reconfigure the terminal. Okay. So the First thing we'll need to do is take it out of its shipping mode.
04:00
Speaker 1
so I can't help so all right.
06:00
Speaker 2
So, I have to inform you first that your product is already out of warranty. It's warranty status expired last 2017. So it's been a long time that you have this product. And apparently our system also shows that this product you have already reached its end of support, meaning we no longer provide technical support for this product as it has reached its end of support last 2024. So I cannot provide you assistance, but I can suggest you to go to our support site, linksys.com/support as we have a AI agent or support assistance on that site and it can provide you some assistance. Okay?