⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion: Agent avoided standard troubleshooting (e.g., recovery-key reset) and introduced a $15 charge without attempting any best-effort resolution path for an out-of-warranty device.
V1 Rubric Scores
Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-44.0)
V2 Grader Summary
The agent failed to resolve the customer's login issue, offering only generic suggestions and an unsupported $15 fee without attempting the standard recovery-key password reset. No meaningful troubleshooting, tool use, or empathy was demonstrated, resulting in an unresolved case with avoidable customer effort.
V1 Case Analysis
Customer unable to log into Linksys app after password change. Agent confirmed router online (solid blue LED), advised accessing web UI at myrouter.local, and suggested app reinstallation. Informed customer device is out of warranty and that paid support costs $15. No password reset guidance provided. Call ended without confirmation of resolution.
Troubleshooting Steps
Confirmed router LED status (solid blue) indicating online state.
Advised accessing router via web interface at myrouter.local.
Suggested uninstalling and reinstalling the Linksys app.
Informed customer of out-of-warranty status and $15 paid support fee.
Key Observations
Agent introduced paid support ($15) at [05:00] before offering any actionable troubleshooting beyond app reinstallation.
No attempt to reset or recover the admin password via web UI, despite it being a standard and free resolution path for forgotten passwords.
Agent referred to 'Lynx Sys' multiple times, likely due to accent/ASR, but did not correct or clarify, potentially causing confusion.
Customer ended call abruptly after suggesting their own plan, indicating lack of structured closure from agent.
No HappyFox case was mentioned, created, or referenced, violating case management protocol.
Positive Highlights
Correctly identified that a solid blue LED on the MX4200 indicates the router is online and functioning [04:00].
Provided the accurate local web interface URL (myrouter.local) for accessing the router settings [05:00].
Accurately communicated that the device is out of warranty, setting appropriate expectations around support eligibility.
Agent Errors / Gaps
Introduced paid support ($15) at [05:00] before exhausting free, standard troubleshooting steps such as guiding the customer through a password reset via the web interface.
Failed to provide step-by-step instructions for resetting the admin password using the web UI, which is a documented, free self-help path for this exact issue.
Did not create or reference a support case in HappyFox, violating case management protocol.
Prematurely closed the call without confirming whether the suggested steps resolved the issue or establishing a clear follow-up path.
Allowed the call to end with vague self-help suggestions rather than ensuring the customer understood the next actions or had access to resources.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Agent suggested reinstalling the app and using the web interface but did not confirm resolution of the password issue or verify login success.
R2Not MetDiagnostic thoroughnessconf 90%
No meaningful troubleshooting steps were performed; agent skipped standard recovery-key reset and did not verify router state or password sync.
R3Not MetCorrect resolution pathconf 85%
Agent cited out-of-warranty status and a $15 charge without attempting best-effort troubleshooting like recovery-key reset, which is standard for OOW devices.
Technical Accuracy
T1Not MetTechnically accurate infoconf 90%
Agent did not ask diagnostic questions about admin password, recovery key, or prior changes; failed to identify root cause of login failure.
No tools used — agent did not guide customer to recovery-key reset, check logs, or attempt remote verification despite clear need.
T3Partially MetNo misinformationconf 85%
Correctly identified LED meaning and provided correct URL (myrouter.local), but inaccurately stated a $15 fee for OOW support, which contradicts policy.
Communication
C1Not MetClear & professional languageconf 85%
Agent provided no call framing, lost control during customer digression, and failed to guide interaction toward resolution.
C2Not MetConfirmed understandingconf 85%
Agent used generic responses without adapting to customer’s confusion or checking understanding; no simplification or confirmation checks.
Customer Ownership
O1Partially MetOwnership & empathyconf 80%
Agent did not transfer but also did not take ownership of resolving the issue, prematurely deferring to paid support.
O2Partially MetProactive follow-throughconf 80%
Agent suggested next steps (reinstall app, try web UI) but gave no timeline, follow-up, or accountability for outcome.
O3Not ApplicableClosure confirmationconf 100%
First contact — no prior case history to reference or maintain continuity with.
Agent did not acknowledge customer frustration or express empathy; remained transactional throughout.
X2Not MetTone & rapportconf 85%
Agent did not adapt tone or pace; customer disengaged into personal monologue, indicating lack of engagement.
X3Not MetOverall experienceconf 85%
Customer had to repeat serial number and model; agent added effort by suggesting app reinstall without ruling out simpler fixes.
Call Transcript11 turns · 12 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.linksys.com. Please have your device cerebral number ready. For assistance, press one now. For outof 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 cerebral number ready. For assistance, press one now. For outof warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable,
00:00
Speaker 1
Hi. I had an issue yesterday with somehow my Wi-Fi router not connecting to my phone, so I wasn't getting any Wi-Fi at all. Um, I tried to go back in as best as I remembered how to set up just the whole thing again. But every time I try to log in from my phone now, it's telling me my password's incorrect. I went in through the app and changed the password, but even with the new password, it's telling me the same thing.
01:00
Speaker 2
kindly call back later for out product paid support option may be available depending on the issue. Hi. Thank you for Call Linus. My name is Evan I'm and he'll today. [silence]
01:00
Speaker 1
So I don't know what's messed up. Or if the router got off somehow, if my phone did, or if both, you know? I don't remember exactly, and I didn't see the model on the bottom of it. It I believe it's a 7,000 series, but I'm not sure. All right, the serial number I have is 38 U1OM5A303581.
02:00
Speaker 2
I'm sorry, I didn't quite catch what you said. It seems that there were a few messages that weren't clear. Could you please try saying that again?
02:00
Speaker 1
[silence] I mean it may be B and after the A I think it's a B 0358 one. I didn't see a model number on it. I'll look again. Hold on. I read Ascene says there's a model number on the bottom of here, but I didn't see it. That's why today I would never credit Mr. And Mrs. Ida. We have their son. [silence] he hears how you hear he going to begin he to getting going. When you start saying things your parents used to say to you. I checked into the hotel not too long ago. The guy at a front desk was like, good morning, how are you? I said,
03:00
Speaker 2
303581. Can you look underneath the device to see what's the model number? I know that's the phone when I come in this town before I go. Let's go. Can you tell us me? Thanks.
03:00
Speaker 1
Any day you wake up, it's a great day. Oh, MX 4200. It's an MX 4200 spectrum. Jeffrey Franklin. It's blue. I mean, it's blue like it's supposed to be. [silence] I just hope it doesn't. Can we do it?
04:00
Speaker 2
thank you so much So before anything else, since you already have a solid blue light on your Lynx Sys or router, a solid blue light, as you also mentioned, indicates that it is currently working. If you are unable to enter using the Lynx Sys Mark Wi-Fi app, you might need to try entering instead on the web interface by using either a laptop or a computer that's available. To enter the router's web interface, you just need to search my router.local. And it will redirect you there. However, before I need further troubleshooting through your MX 4200, I do have to set your expectations that the unit is no longer in warranty. It is no longer eligible for free troubleshooting on our end. But all troubleshooting guides for it is completely free and available on support-links.us.com. For further troubleshooting for an out a warranty unit, I do have to set your expectations. It entails a $15.
04:00
Speaker 1
The only thing I think it's just a problem with my app. I mean, I think the system's functioning. I mean, if I just uninstall the app and reinstall it, maybe all right, I'll try that. And if not, I'll just go to the webpage. You too. Bye. Bye.
06:00
Speaker 2
Yes that is a possibility yes that could work all right once again thank you so much for calling link sys take care and have a great day bye bye for now.