⚠ Auto-Zero applied: Discourtesy — agent dismissed customer without troubleshooting, misrepresented support policy, and used a sales pitch instead of technical assistance.
V1 Rubric Scores
Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)
V2 Grader Summary
The agent failed to perform any diagnostic or troubleshooting steps, misrepresented Linksys support policy by requiring a $15 fee, and directed the customer to purchase a new router without confirming the issue or offering valid assistance. This constitutes a complete failure in resolution, technical accuracy, ownership, and customer experience, meeting the Discourtesy (C) auto-zero criterion.
V1 Case Analysis
Customer reported non-functional AC1200 router (5 years old). Agent incorrectly identified model as 'E-5-400,' offered paid support (declined), and suggested purchasing MX2000 without troubleshooting.
Troubleshooting Steps
None recorded.
Key Observations
Agent incorrectly transcribed model number as 'E-5-400' at [04:00], which does not exist in Linksys product line.
Customer clearly stated 'AC1200' at [02:00], but agent failed to capture or validate it.
Serial number '30N10M28802211' was partially captured but not confirmed in full or validated against known formats.
Agent offered paid support without first attempting any basic troubleshooting steps.
No self-help path (e.g., KB article, email, chatbot) was offered after paid support was declined.
Positive Highlights
Agent acknowledged customer’s concern about cost and did not pressure after paid support was declined.
Agent provided a specific product recommendation (MX2000) for upgrade path.
Agent Errors / Gaps
Incorrectly identified the router model as 'E-5-400,' a non-existent model, contradicting KB and customer input.
Failed to accurately capture and validate the model number despite customer providing 'AC1200'.
Did not verify serial number format or use it to check warranty status definitively.
Offered paid support without performing any basic troubleshooting or confirming device state.
Did not offer any self-help resources after customer declined paid support.
Misidentified customer name as 'Marianne Conwell' instead of 'Brian Noel'.
Provided no clear instructions or structured troubleshooting path.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent offered paid support and suggested purchasing a new router without diagnosing or resolving the reported issue.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps were performed; agent only collected customer and device details before pivoting to paid support.
R3Not MetCorrect resolution pathconf 97%
Agent failed to provide best-effort troubleshooting for an out-of-warranty device, instead requiring payment before any diagnostic effort.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not identify symptoms, ask diagnostic questions, or attempt to determine root cause of the router problem.
No tools (e.g., admin UI, remote access, logs) were used or suggested despite the issue being potentially diagnosable via local router access.
T3Not MetNo misinformationconf 98%
Agent stated customer must pay $15 for 60 minutes of troubleshooting — this is inaccurate as Linksys does not charge for standard support; also misidentified model as E-5-400 (likely EA4500).
Communication
C1Not MetClear & professional languageconf 95%
Agent provided no clear structure, expectations, or call control; immediately shifted to a sales-oriented script after basic data collection.
C2Not MetConfirmed understandingconf 96%
Agent used confusing model number phrasing ('EE-A-M-R-M-X', 'E-5-400') and did not confirm understanding or adapt to customer confusion.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent did not take ownership of the issue; instead directed customer to pay for help or buy a new product without attempting resolution.
O2Not MetProactive follow-throughconf 95%
No specific next steps were established; only vague suggestions to upgrade or call back after purchase.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior case history existed to reference or maintain.
No escalation was performed and none was warranted — the issue could have been addressed with L1 troubleshooting.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 98%
Agent showed no empathy for customer's frustration; dismissed issue with paid-support requirement and sales pitch.
X2Not MetTone & rapportconf 96%
Agent did not adapt tone or pace to customer’s apparent confusion; maintained transactional, unhelpful demeanor.
X3Not MetOverall experienceconf 97%
Customer was forced to repeat information and given no actionable help; agent introduced unnecessary financial and purchasing barriers.
Call Transcript12 turns · 13 lines
Speaker 1
Yes, I'm having problems with the router, please. [silence] Yes. [silence] Yes. My first name is Brian. Yeah. My last name is Noel, N-E-W-E-L-L, 614-783-3757. N-E-W-E-L-L-B R-Y-65@Gmail.com. [silence] [little girl giggling]
00:00
Speaker 2
So I'm randomly Marianne Conwell. Correct. Can you spell that for me? Okay. So random Conwell 65 at Gmail.com how many links this router do you have sir?
01:00
Speaker 1
I believe it is a, let me go look at the box. Oh, A.C. 1200, oh no, that's not it. It's uh, A.C. 1200, I guess. Um, where would I? Oh, here it is. 30N 10M 2880, 211.
02:00
Speaker 2
Can you please provide the serial number? Okay, 3-0-N for November, 1-0-M for Mike
02:00
Speaker 1
That's correct. Where would I find the model number? Where would I find the model number? Why can't I even find the model? I mean, read this. This is a dumb source. No, just a second. Um, let me get a Mac or a glass. sir.
03:00
Speaker 2
288 0 2 2 1 1. And then the model number is going to be underneath or on the bottom of the router. [silence]
03:00
Speaker 1
would it be length is 202211. Okay. 15400. Spectrum.
04:00
Speaker 2
let's start with EE-A-M-R-M-X, it is also labeled on the sticker here on the bottom of the router, so model number, E-5-400 and who is your internet service provider? Comcast. Okay, now before we proceed, I would like to set an expectation regarding of the warranty status of your Linksys product, sir. Okay, so it indicates in our system that this router,
04:00
Speaker 1
Um, this device is five years old. Is it still, I mean, I don't think it's working. I don't wanna spend $15 to find out I need to buy a new one.
05:00
Speaker 2
your links this product figure out what's really going on but you need to pay $15 and it's good for 60 minutes of troubleshooting. Yes I totally understand that one sir. So if you doesn't want to proceed with the paid support yeah you can proceed to do an upgrade or purchase a new one if the device is no longer working in your end.
05:00
Speaker 1
Oh, thanks for your help. Yeah, uh, thank you.
06:00
Speaker 2
you can also do an upgrade, sure. You can look for an MX2000. And feel free to call us back so that we can assist you setting up your newly purchased router. So you can purchase it to Amazon, MX2000. Thank you, Brian, and have a great day. Bye. I'll end the call for me, Brian. Thank you. [silence]