⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5
V2 Rubric Scores
Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall28.3% (+6.3)
V2 Grader Summary
The agent skipped all diagnostic steps and immediately recommended a full factory reset of all nodes, failing to confirm resolution or assess necessity. Technical advice was partially valid but excessive and unsupported for multi-node resets. Communication lacked empathy, adaptation to customer confusion, and effort reduction, resulting in an unresolved outcome with unnecessary customer effort.
V1 Case Analysis
Customer changed ISP to Dobson Fiber; agent incorrectly advised full factory reset of all nodes without verifying access or model. Offered setup guide to invalid email (retour.com). No WAN configuration guidance provided. Call closed without resolution.
Troubleshooting Steps
Collected customer name (Tammy Bradford) and email (alurebridal@ymail.com)
Confirmed main node LED is solid blue
Advised full factory reset of all nodes
Offered to email setup guide to incorrect address
Key Observations
Agent did not identify the product model despite having serial number (38U10MN).
No attempt to confirm customer access to router admin interface before recommending disruptive action.
Materially incorrect technical advice: factory reset is not required for ISP changes; WAN settings can be updated via admin UI.
Agent provided invalid email address (retour.com) for sending support materials.
No mention of checking Dobson Fiber ISP requirements (e.g., PPPoE, VLAN, MAC cloning).
Call ended without confirming if customer could perform reset or if issue resolved.
Positive Highlights
Collected customer name and email correctly.
Confirmed main node LED status (solid blue) indicating online state.
Agent Errors / Gaps
Failed to collect product model number despite having serial number.
Did not verify customer's ability to access router admin interface before recommending disruptive action.
Provided materially incorrect technical guidance by recommending full factory reset instead of updating WAN settings in UI.
Gave invalid email address (retour.com) for sending support materials.
Did not follow basic ISP compatibility troubleshooting (e.g., connection type, credentials, VLAN).
Did not escalate or provide valid self-help path after incorrect advice.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent recommended factory reset and sent setup guide but did not confirm resolution or verify success before ending the call.
R2Not MetDiagnostic thoroughnessconf 97%
No diagnostic steps were performed—agent skipped identifying router model, current configuration, or login access issues and immediately recommended a full reset.
R3Partially MetCorrect resolution pathconf 89%
Factory reset is appropriate for ISP change, but agent failed to assess whether simpler reconfiguration would suffice or if the customer's setup genuinely required resetting all nodes.
Technical Accuracy
T1Not MetTechnically accurate infoconf 94%
Agent did not ask about router model, current internet settings, or login access; symptoms were not identified through diagnostic questions.
No tools were used—no account lookup, remote diagnostics, or guidance on accessing admin interface; relied solely on generic instruction.
T3Partially MetNo misinformationconf 90%
Factory reset is valid for ISP changes, but instructing a blanket reset of *all nodes* is not KB-supported; only the parent node typically requires reconfiguration.
Communication
C1Partially MetClear & professional languageconf 88%
Agent initiated the interaction and offered a guide, but failed to structure diagnostic flow, set clear expectations, or manage transitions—call lacked guidance.
C2Partially MetConfirmed understandingconf 86%
Used simple terms but did not adapt to customer's confusion about accessing settings; no comprehension checks or clarification of technical hurdles.
Customer Ownership
O1Partially MetOwnership & empathyconf 89%
Provided a solution path but did not commit to follow-up or verify resolution; closed case after sending email without confirming success.
O2MetProactive follow-throughconf 93%
Provided clear next step—factory reset all nodes—and sent setup guide via email, giving actionable follow-up.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior history or handoff context required.
Entirely transactional—agent offered no empathy or acknowledgment of customer's frustration with the ISP transition, despite clear customer difficulty.
X2Not MetTone & rapportconf 88%
Agent maintained a procedural tone without adjusting pace or style for customer's uncertainty; customer expressed confusion about settings with no adaptation.
X3Not MetOverall experienceconf 91%
Recommended resetting all nodes—a high-effort action—without diagnosing whether simpler steps (e.g., WAN reconfiguration) would suffice, increasing customer effort.
Call Transcript10 turns · 10 lines
Speaker 1
Hey, um I got a new internet provider and right now my my Wi-Fi is still connected to the old internet provider, um and I don't know how to get into the settings to find the new provider. Yes it is 38U10MN.
00:00
Speaker 2
welcome to Linx 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. Hi thank you for calling Linx. This is Joy. How can I help you today? Okay sure um I have the serial number of your Linx support device please.
00:00
Speaker 1
Dobson Fiber. All I can put you on speaker. Or I'm calling for Tammy Bradford. Yes. It's under. Is it under Allure? Right? All or Tammy Bradford? [silence]
02:00
Speaker 2
May I have your first and last name, please? Okay. Let me just check if I can still pull an account. Is this the email, alurebridal at ymail dot com? And what's the name again? [silence]
02:00
Speaker 1
We think it's under Tammy Bradford. B-R-A-D-F-O-R-D. Loop. Yes. Well, the reason it's online is because so we've got it connected into like the, the big jump box and the other internet providers plugged into that and so are we. And then it's running the network cable to the front.
03:00
Speaker 2
I'll just spell the last name. Thank you. So, um, right now, what is the light of the main tower, the main node that will be connected to your new modem? Solid blue. So, that means it's online and working. How about the other nodes? It ensures.
03:00
Speaker 1
[silence] Okay. Okay? Well we'll work on that first. Okay. Sure. You can email it over if you have access to that email she said. Okay. Yep sure. Okay.
04:00
Speaker 2
This is a, so if you are going to connect it to a new provider, you need to do a full factory reset to all of your nodes. And then you need to set them up again from scratch and they must be on the same room, right next to each other or at least two to three feet apart from each other. Okay. Um, would you like me to send you an article or email for the setup guide? Okay, so I'll send it to retour.com. So um, if you need help for the setup process, feel free to call us back.
04:00
Speaker 1
Okay, thank you. Nope, that was it. Thank you, bye-bye.
05:00
Speaker 2
You're welcome, ma'am, any more questions or concerns? All right, thank you for calling Linksys ma'am, that's a good one. Bye.