The agent incorrectly declared the EA8300 unsupported without troubleshooting, provided factually inaccurate model and support information (per Assessment 3), and failed to demonstrate ownership, empathy, or communication adaptation. The call ended unresolved with no next steps, constituting a complete failure to advance the customer's issue. No critical failures (e.g., discourtesy, abandonment) triggered auto-zero.
V1 Case Analysis
Customer reported EA8300 router lost connectivity after TDS outage. Agent misidentified model as EA300, falsely claimed firmware/support ended in 2025, and provided no troubleshooting or next steps.
Troubleshooting Steps
Requested model and serial number
Checked internal knowledge base for firmware support status
Key Observations
Agent misidentified the model number (EA8300 called EA300).
Agent falsely claimed firmware updates for EA8300 ended in 2025 — directly contradicts KB documentation (EA series routers support automatic firmware updates).
No standard connectivity diagnostics (modem test, power cycle, cable check) were performed per universal_isp_modem_diagnostics.md.
No self-help resources, escalation, or paid-support path were offered despite declaring the device unsupported.
Call ended without operational closure or resolution.
Positive Highlights
Agent was polite and used a courteous tone throughout the call.
Agent Errors / Gaps
Incorrect model identification (EA8300 called EA300).
False claim that firmware updates for EA8300 ended in 2025 — contradicts KB documentation.
Failed to perform basic WAN/ISP diagnostics per universal_isp_modem_diagnostics.md.
Did not verify warranty status or explain support eligibility correctly per KB guidance.
Provided no troubleshooting steps or next actions for the customer, violating protocol for out-of-warranty calls.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent declared the device unsupported and ended the call without resolving the issue or providing alternatives: 'we no longer update firmware of this EA300, and unfortunately, the support of this also ended 2025. So, that means we can no longer support this device.'
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were performed; agent did not verify symptoms (e.g., modem status, LED indicators) or test connectivity beyond asking 'No internet connection.'
R3Not MetCorrect resolution pathconf 95%
Agent incorrectly determined the EA8300 was out-of-support and dismissed the customer without attempting best-effort troubleshooting, despite the device being supported per KB. This violated the OOW standard requiring troubleshooting attempts for all devices.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent asked no diagnostic questions about symptoms, modem status, or network setup, and jumped directly to an unsupported conclusion without root-cause analysis.
No tools, KB lookups, or internal resources were consulted to verify support status or firmware information; reliance was solely on the model number and an incorrect assertion.
T3Not MetNo misinformationconf 100%
Agent misidentified the device as an 'EA300' (customer clarified it was an EA8300) and falsely claimed support ended in 2025; the EA8300 is documented as supported with no end date in KB.
Communication
C1Not MetClear & professional languageconf 94%
No call framing, expectations, or structured flow was provided; interaction began abruptly with diagnostic questions and ended abruptly after the unsupported declaration ('That is unfortunately the right kiss...').
C2Not MetConfirmed understandingconf 93%
Agent used technical terms like 'firmware' without explanation or adaptation to the customer's limited device knowledge, and did not confirm understanding at key moments.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent took no ownership of finding a solution, transferring responsibility nowhere, and closed the case immediately after declaring the device unsupported without further effort.
O2Not MetProactive follow-throughconf 97%
No next steps, timelines, or follow-up commitments were provided; customer was left with no path forward after the call ended.
O3Not ApplicableClosure confirmationconf 100%
This was confirmed as the first contact with no prior case history (Assessment 4: case_history_applicable=false).
Escalation Judgment
E1Not MetCorrect escalation decisionconf 93%
Agent failed to escalate despite a warranted trigger: unresolved issue after incorrect support determination and customer confusion. Escalation was necessary but not initiated.
No escalation was executed during the call; evaluation of execution is irrelevant when no escalation occurred.
Customer Experience
X1Not MetCustomer effort minimisedconf 94%
No empathy or acknowledgment of the customer's frustration was expressed; interaction remained transactional and dismissive after the unsupported declaration.
X2Not MetTone & rapportconf 93%
Agent maintained a flat, one-size-fits-all tone without adapting to the customer's confusion, fragmented speech, or emotional state, failing to keep them engaged.
X3Not MetOverall experienceconf 95%
Customer struggled to provide information (e.g., model number) and was asked to repeat details without assistance; agent increased friction rather than reducing effort.
Call Transcript10 turns · 11 lines
Speaker 1
Uh- yes, I was wondering if you could give me some information. I have a linksys uh internet box and it is not working. Is it such a thing that those can burn out or [silence] well, h- here's, here's, here's what the issue is.
00:00
Speaker 2
Welcome to Lenksis 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. [silence] Thank you for calling IXIS support. My name is Gerald. [silence] Not working. Like how is it not working? No internet connection. Um Faulty?
00:00
Speaker 1
I have TDS. They had an outage. And ever since that outage, my internet box or ___ is not been communicating. Right. Well, I think this is the serial number. 21910 68810070. I think it's E A H no, no. E A 8300.
01:00
Speaker 2
I see, it is so you don't have Internet, right? Got it. Give me the serial number and model number of your machine. [silence] Serial number? Model number? [silence]
01:00
Speaker 1
[KEEP_UNCERTAIN] I'm sorry I don't know my what number. a place? Well, it's winter. W-I-N-T-E-R Madonna. Uh, when I this the salesman brought this one that he had gotten from someone else when he installed my TV. And that's the best I can tell you that I know about it. [silence] what do you need that for the? well, I guess I I I don't know it's Eagles1941@hotmail.com okay
02:00
Speaker 2
Thank you. What is your email address? Just for documentation, but if you don't want to provide it, I'm not going to force you to provide it. Thank you. All right, let me check the information of this advice first. Okay.
03:00
Speaker 1
[silence] Well, that's that's what I was wondering. I didn't know why, um you know, why the customer, this guy's customer turned it in. Um but uh, so you cannot service that any longer, is that correct?
04:00
Speaker 2
So, from looking at the model number, I tried to check the information of this and probably the problem is related to the firmware. uh, reason is that we no longer update firmware of this EA300, and unfortunately, the support of this also ended 2025. So, that means we can no longer support this device.
04:00
Speaker 1
OK, well alrighty. I appreciate your help. Thank you. You too.
05:00
Speaker 2
that is unfortunately the right kiss. You are most welcome. You have a good day. Take care.