⚠ 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: Avoidance/Evasion — agent avoided performing required L1 troubleshooting steps (reboot, WAN test, node check) for a clear hardware-status and connectivity issue, instead diverting to product registration and small talk without addressing the core problem.
V1 Rubric Scores
Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.2/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-44.0)
V2 Grader Summary
The agent failed to perform any meaningful troubleshooting for a reported internet outage with red node LEDs, skipping all required KB diagnostic steps. The call devolved into off-topic personal conversation, and the agent ended the call without providing a resolution path or clear next steps, constituting a critical avoidance of technical responsibility.
V1 Case Analysis
Customer reports two of three MX2000 nodes showing red and only two nodes visible in app. Agent verified model, registered product, suggested checking app and running speed test. No actual troubleshooting performed. Call ended without resolution confirmation.
Troubleshooting Steps
Collected serial number
Verified product model (MX2000)
Advised checking node status in the Linksys app/network admin tab
Registered product and noted warranty date
Suggested running a speed test
Key Observations
Agent did not follow standard Velop troubleshooting flow (Step 1: LED check, Step 2: isolate source, Step 3: reboot system, Step 4: verify WAN connection).
Call included 60+ seconds of off-topic personal conversation (04:00–05:00) discussing agent’s and customer’s Filipino background and travel plans, severely impacting efficiency and professionalism.
No attempt was made to verify internet connectivity at the modem or WAN port, which is critical per KB guidance.
Agent failed to confirm whether the issue was resolved before ending the call.
No escalation, follow-up, or actionable self-help path was provided beyond vague suggestions.
Positive Highlights
Accurately captured the serial number (01:00).
Correctly identified the device as an MX2000 Velop (02:00).
Registered the product and recorded the warranty start date (May 2024) (06:00).
Provided correct speed test website (speedtest.net) (06:00).
Agent Errors / Gaps
Failed to perform basic mesh troubleshooting steps (reboot parent and child nodes, check WAN connection, verify internet at modem).
Did not verify internet connectivity or WAN status despite red LED indicating possible hardware or connection failure.
Ended the call without confirming whether the issue was fixed.
Spent over one minute on unrelated personal conversation (04:00–05:00), violating call control and efficiency standards.
Did not provide any actionable next steps or escalation path for unresolved hardware-like symptoms (solid red LED).
Did not check or advise on firmware status, which is a common fix for instability (per universal_firmware_update.md).
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Customer reported red nodes and no internet; agent did not resolve the issue or confirm any outcome.
R2Not MetDiagnostic thoroughnessconf 94%
Agent offered no systematic troubleshooting (no reboot, no WAN check, no node reset).
R3Not MetCorrect resolution pathconf 92%
Agent created a ticket and mentioned warranty but did not follow the proper troubleshooting path for an in‑warranty MX2000.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
Agent failed to apply a logical diagnostic process. Despite the customer explicitly stating 'two nodes are in red' and 'no online internet', the agent asked no diagnostic questions and performed no isolation steps.
Agent did not use required tools or resources. For a 'solid red' LED symptom, the KB (velop_wifi_connectivity.md) requires moving to Step 2 (Modem-direct test) and Step 3 (Reboot sequence). The agent skipped these entirely, relying on a ticket creation and a generic speed test suggestion.
T3Partially MetNo misinformationconf 92%
Correctly stated that a solid blue light on MX2000 means the node is online (per velop_wifi_connectivity.md). However, the agent provided no technical guidance to resolve the red LEDs, which is a material omission of required technical protocol.
Communication
C1Not MetClear & professional languageconf 97%
Agent failed to set expectations, lost call control, and allowed conversation to drift into extended off-topic small talk about personal history.
C2Not MetConfirmed understandingconf 94%
Agent used generic responses and did not adapt language or confirm understanding; missed cues about customer’s technical confusion and urgency.
Customer Ownership
O1Partially MetOwnership & empathyconf 92%
Agent stayed on the call and initiated a ticket (showing ownership), but prematurely defaulted to registration instead of attempting resolution.
O2Not MetProactive follow-throughconf 96%
No clear next steps, timeline, or follow-up plan provided for resolving red nodes or internet outage.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior case history to reference or maintain.
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Agent showed no empathy for customer's internet outage or device failure; no acknowledgment of frustration or impact.
X2Not MetTone & rapportconf 94%
Agent did not match customer’s tone or pace; shifted to unrelated personal conversation during active network failure.
X3Not MetOverall experienceconf 95%
Customer repeated serial number due to ASR issues and received no actionable guidance, increasing effort unnecessarily.
Call Transcript11 turns · 13 lines
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.linksys.com for more information about your product. You are calling Linksys, this is M and help you. What's the serial number of this Linksys device you're calling for? [silence]
00:00
Speaker 1
wait. 5 0 0 1 0 M 2 4 E. 0 1 4 4 9. yeah, it says, okay, 5 0 D 1 0 M 2 4 E 0 1 4 4 9. Right now it's blue. Uh let me just check. Uh yes. No, the the other two nodes are green.
01:00
Speaker 2
[silence] This is the serial number that you can see probably it's five zero D for David. Okay, that's our MX 2000 which when it's online it should have a solid blue light on top. Solid blue. Okay, to all including the extenders it's also blue on top. Okay. Okay, blue or green.
01:00
Speaker 1
Okay so so they're all connected but but when I'm checking it's only like two nodes are coming out not three when I go to the app when I go to the app it says two device three nodes but it's but it's just saying like it's only like two nodes that are connected yes yes okay in that work okay no okay it says net
02:00
Speaker 2
lean mean, mean that's it's already connected on like, Okay. Then, Uh, try to. Uhuh. There. Uh, this nodes, you said two devices and three nodes, right? That's what you can see on the app. Okay, yeah the nodes uh the one that is showing, I mean the nodes itself is showing three already on the linksys app. You can log in back, and you can see it more clearly under network administration tab. You will see their network administration.
02:00
Speaker 1
Node three uh automatic firewall updates on. Uh change router password. It's okay eastern time. Details network restart. Okay. Restart. I'm just gonna restart it. Okay. It's okay. It's okay. Uh let me just. So when I woke up this morning it was uh there says no no uh no no internet. No online internet. So I tried to restart it. I restart I restarted it and it it worked but when I tried to do do do these things uh I don't know it went through. Now right now the two nodes are in red.
03:00
Speaker 2
Oh, if someone is using the Wi-Fi, they will be disconnected. That will run two to three minutes. Okay. Okay, if this happens again, if the app. Hmm.
03:00
Speaker 1
Okay. Okay. And the other one is the main one, the main node is blue. Are you in the Philippines? Okay. I'm Filipino. I'm Filipino too. Oh, since 1980. Oh. And I go to my huh? What was that? I'm sorry. No, I came here in the I came here in 1980. I'm retired already. Um, and I go to I go I go back to Manila in November.
04:00
Speaker 2
[KEEP_UNCERTAIN] Yeah, because you're restarting the network. Just wait for it to finish. Yeah. Where are you based? Here in the Philippines? Wow. Nice to know. You've been living there for how long? If you don't mind me asking. Are you really? Since birth? Since birth or you were there or yeah. Okay. [silence] [silence] [silence] [silence] I [silence] think we [silence] cut it out. [silence] Yep. [silence] [laughter] Yep. This year. And the status on the app, is it still restarting the network? Okay. I'll register your product here. I just need to create a ticket. I was able to pull up an account here under [soon] Ricky0419 at hotmail. Is this your email account? And what's your first name and last name, just to complete your record. Okay. And who's your internet provider? Okay. Okay. Thank you. So, yeah, you were saying... Yeah, it shows here on my end. It's online. Yeah, it was first connected May 2024. So, I believe this is the date of purchase as well. I mean, the day when you had this Linksys device. Am I right? Okay. All right. I'll start the warranty date here. You're all good, not unless if you have any other concern aside from... Regarding the speed, we cannot see it from our end. You can try to do speed test on your phone or to any of your device. speedtest.net
04:00
Speaker 1
okay thank you
07:00
Speaker 2
You're welcome Ricardo. We're open up until 11:00 PM so just in case you notice any problem, you can call us back, okay? You're welcome. You take care. Thank you. Bye.