⚠ 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
Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.3/5
V2 Rubric Scores
Resolution1.25/5
Technical0.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall34.2% (+8.2)
V2 Grader Summary
The agent recommended a factory reset without performing basic troubleshooting, gave an incorrect IP address, and failed to show empathy or confirm resolution. While the reset path was appropriate, the lack of diagnostic steps, inaccurate technical detail, and missing follow‑up resulted in the issue remaining unresolved.
V1 Case Analysis
Customer reports intermittent Wi-Fi drops after moving. Agent provided incorrect IP address (192.168.1.1189.0), incorrectly stated app setup is no longer possible, and recommended factory reset without troubleshooting. No model confirmed. Issue unresolved.
Troubleshooting Steps
Collected customer name, email, and ISP.
Recommended factory reset without model confirmation or diagnostics.
Agent provided an invalid IP address (192.168.1.1189.0) at [03:00], which is not a valid IPv4 address and contradicts KB guidance (should be 192.168.1.1 or myrouter.local).
Agent incorrectly stated the mobile app can no longer be used for setup, which is false for most Linksys models (contradicts KB guidance).
No model identification was performed, making any guidance potentially incorrect or unsupported.
No basic troubleshooting (e.g., power cycle, channel width check, interference assessment) was attempted before recommending a factory reset (contradicts KB troubleshooting flow).
Call ended abruptly without confirming customer understanding or next steps.
Positive Highlights
Collected customer name and email for follow-up.
Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
Provided an invalid router access URL (192.168.1.1189.0) at [03:00], which is not a valid IPv4 address and contradicts KB guidance.
Incorrectly claimed the Linksys mobile app can no longer be used for setup, which is false for most models (contradicts KB guidance).
Failed to identify the customer's router model before giving technical advice, making guidance potentially incorrect or unsupported.
Recommended a factory reset without performing any basic troubleshooting steps (e.g., power cycle, check channel settings, interference assessment), contradicting KB troubleshooting flow.
Did not verify that the customer could access the router or that the issue was resolved.
Ended the call without confirming next steps or offering further assistance.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Agent gave reset instructions but never confirmed that the connectivity issue was resolved; call ended without verification.
R2Not MetDiagnostic thoroughnessconf 90%
Agent jumped straight to a factory reset without performing basic troubleshooting steps such as power‑cycling, checking channel settings, or isolating affected devices.
R3MetCorrect resolution pathconf 85%
Recommending a factory reset and fresh setup is an appropriate resolution path for a router that was moved and is experiencing intermittent connectivity.
Technical Accuracy
T1Not MetTechnically accurate infoconf 90%
Agent did not ask detailed diagnostic questions (e.g., which devices drop, when, power‑cycle status) and did not identify a root cause.
Agent failed to use basic verification of router access and provided a technically impossible IP address, demonstrating a failure to use the KB/resources appropriately.
T3Not MetNo misinformationconf 100%
Agent provided an invalid IP address '192.168.1.1189.0'. This is materially incorrect and contradicts all KB references (e.g., universal_factory_reset.md, universal_wifi_drops_after_change.md) which list 192.168.1.1 or myrouter.info/local.
Communication
C1Partially MetClear & professional languageconf 75%
Agent kept the call moving and offered next steps, but there was no clear opening framing and the call ended abruptly without confirming understanding.
C2MetConfirmed understandingconf 85%
Instructions were given in plain language without unnecessary jargon; the customer could follow them.
Customer Ownership
O1MetOwnership & empathyconf 90%
Agent owned the case from contact to close, did not transfer, and offered to email step‑by‑step instructions.
O2Partially MetProactive follow-throughconf 80%
Agent provided clear next steps (reset, access 192.168.1.1) but did not give a timeline or follow‑up commitment.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior history to reference.
Agent never expressed empathy or acknowledged the customer's frustration about the unstable connection.
X2Not MetTone & rapportconf 80%
Agent did not adapt tone or pace to the customer's evident frustration; communication remained flat.
X3Not MetOverall experienceconf 80%
Customer was asked to perform a full factory reset and set‑up on their own; no effort‑reducing actions (remote session, pre‑checks) were taken.
Call Transcript8 turns · 9 lines
Speaker 1
Hi Joel I'm calling because, I just moved and had to reconnect my router but lately it's been not holding connectivity on certain devices and things are just, it just seems all over the place.
00:00
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 For assistance, press 1 now. For out of warranty products paid support please have your device's 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. Hi, thank you for calling links. This is Joy. How can I help you today? All right, I have the serial number of the Linksys device. Please. Okay. And who is your internet service provider? May I have your first and last name, please? Jamie? That's how you spell that one. Okay. And your last name?
00:00
Speaker 1
We're on continue to see stuff. the first initial last, so D desiree six seven at gmail.com. First initial last Name and 67 at gmail.com. No, all the same equipment came with me. Yeah, same. They had their I guess the line here was dead and had to reactivate the line. So they put in a new connector and then it's just my same modem.
02:00
Speaker 2
And lastly, your email address. OK, thank you. All right so um for this one sir, if you have just recently moved and wanted to reconnect this router, um are you trying to connect this to a newer modem? OK, I see. How about but the how about the um internet service provider, the same also? [silence]
02:00
Speaker 1
okay, is that doable in the app? got you. Okay, so uh one nine two hold on. No, that's not right. what's hold on? what's the website?
03:00
Speaker 2
Okay, I see. So if that's the case, you also have to like reset the router back to its factory default settings and then set it up again, like setting up a brand new router. For the app, we can no longer set it up, but you can still use it to like manage your network. But for this one, you can set it up using a computer. So when you reset it, you need to connect to its default name and then access the website 192.168.1.1. Or I can also 192.168.1.1189.0.
03:00
Speaker 1
Okay. Yeah, that'd be perfect. Perfect. Okay. Okay. You too. Thank you. Bye. Bye. Bye.
04:00
Speaker 2
Right I can also send you an email instructions for that for the step procedure if you want Okay All right. So let me just verify that your email that's des67@ gmail.com Right? Okay. All right sir. So just retrieve your track there. Um for you to reset it properly just press and hold the reset button at the back the red one for 15 same and wait for the default name to come out on your Wi-Fi settings and then start the setup process. All right? All right. Thank you for calling . You have a good One. Bye. [silence]