⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent provided materially false information about support hours (24/7 availability), which is a critical failure per rubric. This constitutes evasion of accurate information delivery.
V1 Rubric Scores
Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol5.00/5
Efficiency5.00/5
Overall3.6/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall0.0% (-72.0)
V2 Grader Summary
The agent incorrectly stated that Linksys support is available 24 hours and on weekends, directly contradicting the official KB article 90, which limits support to 8am–11pm EST, Monday–Friday. Despite maintaining polite and direct communication, the provision of false information resulted in a failure to resolve the customer's query accurately. This constitutes a critical failure (Avoidance/Evasion) due to the dissemination of incorrect support availability, triggering an auto-zero.
V1 Case Analysis
Customer asked for support hours, specifically Friday's closing time. Agent initially stated 24-hour weekday support but later corrected to 11 p.m. Eastern. Time zone confirmed upon request. Call ended with resolution.
Troubleshooting Steps
Provided general support schedule (weekdays open, weekends closed).
Clarified Friday closing time as 11 p.m. Eastern after initial contradiction.
Confirmed time zone upon customer request.
Key Observations
Agent contradicted themselves by initially claiming 24-hour weekday support but later stating a specific closing time of 11 p.m. Eastern on Friday.
Agent confirmed the time zone only after the customer asked, indicating a lack of proactive clarification.
Call was brief, on-topic, and ended with customer satisfaction regarding the closing time.
Positive Highlights
Maintained a polite and professional tone throughout the interaction.
Provided a specific and correct closing time (11 p.m. Eastern) when asked.
Confirmed the time zone accurately upon request.
Agent Errors / Gaps
Inaccurate statement that support is open 24 hours on weekdays, which directly contradicts the later closing time of 11 p.m. Eastern on Friday. This is a factual error regarding support operations.
Failed to proactively specify the time zone when first providing the closing time, requiring customer clarification.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent stated support is '24 hours' and available on weekends, which contradicts KB article 90 (8am–11pm EST, Mon–Fri only). No correct resolution was provided.
R2Not ApplicableDiagnostic thoroughnessconf 95%
Customer asked only for support hours; no troubleshooting was required or expected.
R3Not MetCorrect resolution pathconf 99%
Agent provided factually incorrect resolution path by stating 24/7 availability, directly violating documented support hours (KB 90).
Technical Accuracy
T1Not ApplicableTechnically accurate infoconf 95%
No diagnostic process was needed; the query was purely informational.
No escalation was needed or attempted; inquiry was simple and within agent scope.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred; not applicable.
Customer Experience
X1Partially MetCustomer effort minimisedconf 90%
Agent was polite but provided incorrect information, undermining professionalism through inaccuracy.
X2MetTone & rapportconf 90%
Agent matched customer’s direct, time-focused tone and answered concisely.
X3MetOverall experienceconf 90%
Agent answered without requiring repetition or extra steps, minimizing customer effort.
Call Transcript7 turns · 7 lines
Speaker 2
Welcome to Linksys support.
00:00
Speaker 1
Hi, Mark. I'm trying to find out what are your hours of operation during the during the week. Oh, you are on weekdays? So you're opening like at 10:00 p.m at night tonight? [silence] And what about tomorrow?
14:00
Speaker 2
Hi, thank you for calling Link Systems. This is Mark. How can I help? [silence] We're open, uh, on during weekdays. We're open 24 hours. and weekdays and then. On weekends, we're closed. Uh yes, you can still call. [silence]
14:00
Speaker 1
Uh, what time do you close tomorrow? What time do you close tomorrow on Friday? What time do you close?
15:00
Speaker 2
we still work tomorrow. we're not affected by the holiday. Uh, Friday, yeah. I think that's going to be. Uh, I think that's 11 on our time. Uh, hold on. Let me confirm that. Uh, so we'll end at 11 p.m.
15:00
Speaker 1
Is that Eastern or Central? 11 East? as you shut down tomorrow. but tonight is twenty four seven. Okay. Okay. Okay. All right. I do thank you very much. Okay bye bye.
16:00
Speaker 2
Eastern. 24 hours, yes. All right, you're welcome, sir.