⚠ 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.
V1 Rubric Scores
Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5
V2 Rubric Scores
Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall15.9% (-14.1)
V2 Grader Summary
The agent misidentified the customer's label-maker as a Linksys mesh node and provided incorrect troubleshooting steps. Despite the non-Linksys nature of the device, the agent failed to offer any best-effort guidance on router-side settings (e.g., DHCP, MAC filtering) that could impact connectivity. The interaction lacked technical accuracy, ownership, and effective communication, resulting in an unresolved case.
V1 Case Analysis
Customer reported Star TSP700 label-maker (Ethernet-connected) failed to reconnect after Wi-Fi restart. Agent initially misidentified device as Linksys node, instructed incorrect reset/pairing steps. After correction, advised contacting manufacturer without performing router-side checks (DHCP, Ethernet port, IP assignment). Issue unresolved.
Troubleshooting Steps
Incorrectly instructed to place device within five feet of main node (irrelevant to non-mesh devices)
Advised node reset procedure (inapplicable to third-party devices)
Attempted to pair device as if it were a Linksys mesh node
After correction, advised contacting manufacturer without performing router-side checks
Key Observations
Agent misidentified a third-party device (Star TSP700 label-maker) as a Linksys mesh node, leading to irrelevant troubleshooting steps.
No router-side troubleshooting was performed despite the issue potentially being resolvable through basic configuration checks.
Agent did not verify DHCP status, Ethernet port functionality, or IP assignment for the affected device.
No collection of serial number or warranty information despite discussion of a potential hardware/network issue.
Positive Highlights
Acknowledged the misunderstanding when the customer clarified the device was not a Linksys product.
Maintained a professional tone throughout the call.
Agent Errors / Gaps
Provided incorrect technical instructions (node reset/pairing) for a non-Linksys device, directly contradicting KB guidance on device connectivity troubleshooting (adjacent_connecting_devices.md).
Failed to perform basic router-side checks (DHCP, Ethernet port, IP assignment) that are standard for device connectivity issues per KB.
Did not verify the nature of the device before providing technical instructions, violating protocol for accurate issue diagnosis.
Ended the call without confirming resolution or providing actionable next steps beyond contacting the manufacturer.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent failed to resolve the issue or provide a viable path forward; redirected customer to third-party manufacturer without diagnosing router-side settings that could affect device connectivity.
R2Not MetDiagnostic thoroughnessconf 97%
Agent assumed the label-maker was a Linksys node and instructed reset/pairing steps without verifying device type or conducting basic diagnostics like checking DHCP, IP assignment, or client list.
R3Partially MetCorrect resolution pathconf 95%
Agent correctly recognized the device is not a Linksys product but still applied incorrect troubleshooting; should have offered best-effort guidance on router settings (e.g., DHCP, static IP, MAC filtering) before redirecting.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent misidentified the symptom (thought it was a mesh node), asked no relevant diagnostic questions about the label-maker, and did not determine root cause.
No use of tools such as accessing the router admin page to check connected devices, verify IP lease, or inspect firewall/MAC filtering settings that could block the label-maker.
T3Not MetNo misinformationconf 97%
Agent provided materially incorrect technical guidance by instructing the customer to 'reset the node' and 'pair it back,' which does not apply to a third-party Ethernet-connected label-maker.
Communication
C1Not MetClear & professional languageconf 94%
Agent lost call control by pursuing irrelevant node-pairing steps despite customer repeatedly clarifying it was a label-maker, not a Linksys device.
C2Not MetConfirmed understandingconf 95%
Agent used technical jargon (node, MX6200, pairing) without adapting to customer’s non-technical description of a label-maker, showing no comprehension check or simplification.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent did not take ownership; dismissed the issue with 'We don’t have that kind of device' instead of exploring router-side configurations affecting third-party devices.
O2Not MetProactive follow-throughconf 94%
No clear next steps provided; only suggestion was to contact the label-maker manufacturer, with no follow-up plan or actionable advice from Linksys side.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history to maintain.
Escalation Judgment
E1MetCorrect escalation decisionconf 93%
Decision not to escalate was appropriate — issue involves a third-party device, and escalation to hardware support would not resolve it.
No escalation performed, and none was warranted given the non-Linksys nature of the device.
Customer Experience
X1Partially MetCustomer effort minimisedconf 92%
Agent acknowledged customer’s troubleshooting efforts ('I understand the steps you already did') but later responded dismissively ('We don’t have that kind of device'), lacking sustained empathy.
X2Not MetTone & rapportconf 94%
Agent failed to adapt tone or approach despite customer’s repeated clarification; continued with incorrect assumptions and technical directives.
X3Not MetOverall experienceconf 95%
Customer had to repeat the nature of the device multiple times; agent added confusion by introducing irrelevant node-reset instructions instead of simplifying the path.
Call Transcript9 turns · 9 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 serial number ready. [silence] For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is me. How can I help.
00:00
Speaker 1
starting it because i had to call you guys and figure it out. um, i restarted my wi-fi. everything is working normal except for my label maker now it won't connect to the wi-fi for some reason. it just keeps flashing in elevator release. everything else is working. yeah, i've already turned it off and on. i've already unplugged it. um, that's why i'm not 100% sure. like what's going on because it just keeps not connecting. i turned it off and then i turned it back on like i let it sit off for like probably two minutes, then i turned it back on. didn't work. i unplugged it, let it sit for a couple minutes, then it plugged it back in. still didn't work.
01:00
Speaker 2
You have to place it within five feet for the meantime from the main one that is working fine. And it needs to be reset. Yeah, indeed. [silence] I understand the troubleshooting steps you already did, but you need to actually to reset the node. It's no longer part of your network. It's no longer extending the Wi-Fi. You need to press and [silence]
01:00
Speaker 1
Yeah, it's like a for away, but so I don't see a button to reset it. I just see a switch to turn it off and on or a feed button. I don't believe so. The name on this is just it's called Star TSP700.
02:00
Speaker 2
Hold the reset button until the light goes off on top of it let go after the Node will be then on Setup both mode and that's the time you can add it back you can pair it back the reason why you need to power it on within five feet from the main one There is um correct me if I'm wrong the one that is on your record is MX 6200. Is that the device that you are trying to add MX 62 0 Star [silence]
02:00
Speaker 1
yeah, so it's my tablemaker. It's not your guys's device, it's my labelmaker, but it won't connect to the internet for some reason, is what I'm saying. Everything else is connected to the internet fine. This one just won't reconnect to the internet and I don't understand. I don't understand why. I don't understand it. Yeah, my Wi-Fi is working fine, not that I'm standing. My Wi-Fi is on and it's working fine. It just stopped working, so I restarted it and now like everything else is working. The Wi-Fi is back on, but my labelmaker won't connect to it. It's through the Ethernet cord and then I dis connected the box that it's plugged into. And to reset the Wi-Fi, and this one just won't reconnect to it for some reason.
03:00
Speaker 2
We don't have that kind of device. Maybe that belongs to I see. I thought it's about your one of your extender. I see. But it can still um detect your network, right? Your Wi-Fi. It can still recognize. So this device is are
03:00
Speaker 1
Yeah. Yeah, I'll have to call you.
04:00
Speaker 2
Ready physically wired to link close, but still won't work. Okay. Then yeah, probably there is the settings on that maker that needs to be adjusted. Though it's working fine before, but after that um after you lose internet connection, it won't connect anymore. So on the Linksys router side, there's really nothing that we can um change the settings because the rest are working um aside from just adjusting the channels and that's it only actually. Uh were you able to contact the manufacturer of that device just to ask advice on what needs to be a change under router side. Let us know then if ever.