⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent failed to provide correct guidance for SPNM60 setup (should use myrouter.info), gave invalid URL (myrouter.net), and did not escalate, effectively avoiding responsibility for resolving a basic onboarding issue.
V1 Rubric Scores
Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent provided materially incorrect information (myrouter.net, malformed IP), failed to guide the customer through initial setup of a new SPNM60, and did not escalate or demonstrate ownership. The interaction lacked empathy, clarity, and technical accuracy, resulting in an unresolved outcome with clear evasion of support responsibility.
V1 Case Analysis
Customer unable to log into Linksys app on new SPNM60; agent provided incorrect URL (myrouter.net) and inaccurate app discontinuation claim; no resolution achieved.
Troubleshooting Steps
Asked for model number (confirmed SPNM60)
Suggested accessing router via myrouter.net (incorrect)
Suggested trying myrouter.info and 192.168.1.1
Asked customer to check iPhone Wi-Fi settings for IP address
Key Observations
Agent provided incorrect URL 'myrouter.net' at [03:00], which is not a Linksys domain
Agent incorrectly claimed the Linksys app is discontinued and cloud services are no longer available, contradicting SPNM60 KB
Customer confirmed device is new and unconfigured, but agent did not guide through initial setup or factory reset
Agent failed to verify LED status or confirm if router was in setup mode
Call ended abruptly without recap, resolution confirmation, or next step
Positive Highlights
Agent correctly identified the need to access router settings locally when app login failed
Agent attempted to redirect customer to myrouter.info after initial error, aligning with SPNM60 local access method
Agent recognized the router was unconfigured and required initial setup
Agent Errors / Gaps
Provided invalid URL 'myrouter.net' at [03:00], which is not a Linksys domain
Incorrectly stated the Linksys app and cloud services are discontinued for SPNM60 devices
Failed to collect serial number or verify warranty status
Did not guide customer through factory reset or initial setup despite unconfigured router
Did not confirm LED status or use it to assess setup state
Ended call without clear next step or operational closure
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
The agent did not resolve the customer's inability to access the router settings or complete setup; the call ended without resolution.
R2Not MetDiagnostic thoroughnessconf 90%
Agent suggested incorrect URL (myrouter.net) and repeated IP address incorrectly; failed to guide through setup steps or verify connectivity, relying on fragmented instructions.
R3Not MetCorrect resolution pathconf 90%
Agent did not select correct path for unconfigured SPNM60: should have directed to myrouter.info for setup, but instead gave wrong URL and did not escalate or offer alternative support.
Technical Accuracy
T1Partially MetTechnically accurate infoconf 85%
Agent identified symptom (can't log into app) and asked for model number, but did not ask about setup status or prior steps, missing key diagnostic context.
No use of diagnostic tools (e.g., remote session, logs); agent relied solely on verbal instructions without verifying device state or network configuration.
T3Not MetNo misinformationconf 95%
Agent incorrectly suggested 'myrouter.net' — a non-existent Linksys URL — and repeated '192.168.1.1' with extra digit ('1 9 2 dot 1 6 8 dot 1 dot 1 1'), causing confusion.
Communication
C1Not MetClear & professional languageconf 90%
Instructions were disorganized and reactive; agent lost control, failed to frame interaction, and allowed customer to disengage without clear transition.
C2Not MetConfirmed understandingconf 90%
Agent used technical terms like 'local access' and 'IP address' without checking understanding; customer repeatedly questioned relevance, indicating mismatch.
Customer Ownership
O1Not MetOwnership & empathyconf 95%
Agent did not take ownership — no commitment to follow-up, no offer to escalate, and allowed customer to hang up unresolved.
O2Not MetProactive follow-throughconf 95%
No next steps, timeline, or follow-up plan provided; customer was left to 'figure it out' and 'call back'.
O3Not ApplicableClosure confirmationconf 80%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 90%
Agent failed to escalate despite clear inability to resolve setup issue on a new SPNM60, which requires guided onboarding when app is unavailable.
E2Not MetEscalation prep & handoffconf 90%
No escalation performed, so execution details (team, reason, customer notification) are absent.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Agent showed no empathy or acknowledgment of frustration; remained transactional as customer expressed confusion and intent to disengage.
X2Not MetTone & rapportconf 90%
Agent did not adapt to customer’s confusion or pace; continued with technical requests (IP address) without explaining relevance or confirming comprehension.
X3Not MetOverall experienceconf 95%
Customer repeated model number and device type multiple times; agent introduced unnecessary steps (IP lookup) without establishing necessity.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is Emi.
00:00
Speaker 1
Uh, OK, so then how do I connect stuff? Yeah? do you mean? Then what's the app for? To log into- into the app using the router password. It's saying it's incorrect. What's the model number? one- one second.
01:00
Speaker 2
[silence] [silence]
01:00
Speaker 1
7, let's go. This is number 7. Great. Router number or the model? The model. Model. Is this the new one? Is this the new one? I don't know. I was afraid to go there. Number. Number. I got SPM6. 0. Again, myrouter. intro.
02:00
Speaker 2
can you see the model number or serial number, permit to further assist you to let me know the model number
02:00
Speaker 1
um it doesn't work uh oh I no it says if it says that it says but there's nothing that says that it just says like
03:00
Speaker 2
Yeah. Did you try myrouter.net? Can you see the option for you to proceed? Like, I understand. Okay tap visit this website. What's the option then that you can see? That's it? [silence]
03:00
Speaker 1
Yep. Yep. Hello. From what's the subject? No, I've searched it in the address bar. Yeah. And it comes up with websites. and a network.
04:00
Speaker 2
did you type it on the address bar, my router dot info? alright since you tried to uh... I mean you can try this time, 1 9 2 dot 1 6 8 dot 1 dot 1 1 9 2 dot 1 6 8 dot 1 dot 1 on the address bar. what device are you using? Is that a laptop? Yeah, address bar 1 9 2 dot 1 6 8.1 1. what website? um
04:00
Speaker 1
Yes, I typed it in the address bar and this device is connected to it. Yeah, it is an iPhone. It's an iPhone. Yeah. Yeah. Yeah. You need to know that. One second.
05:00
Speaker 2
did you really type it on the address bar and aside from that is this device connected to your links is wife hi and this is not an iPhone right what device are you using okay stop there go to the settings of your iPhone instead and go to Wi-Fi and there's little I icon right beside the Wi-Fi name you're connected to tap that eye icon and what's the IP address you can see yes just a guess um I'm just trying to check if
05:00
Speaker 1
Why do you need to know the IP address? Why do you need to know it? I'm trying to log into the app. out of the box of the instructions, does it tell me to go into the app? I just got the box today. I got the box today. [silence]
06:00
Speaker 2
No IP address. Because you want to access the router settings, right? As what I said earlier, app is no longer working. That's why you need to check the IP. address of your router for you to log in. Local access only. It's because it's uh, it's what it was not updated yet. It was just being implemented that there's no app anymore. No cloud service anymore on the device. Uh-huh. That's the reason why then. it's still brand new. It's not yet fin, completely configured yet.
06:00
Speaker 1
No. We can tap, open it. So we had the old router and that today and the app was working and then we changed the router and the app wasn't working. Okay? Okay? Okay, I'm just gonna figure it out and I'll just cool back.
07:00
Speaker 2
is it already solid white on top? is it solid blue? okay that's the reason why uh-huh yeah that the for setup purposes it's not the app you cannot use that because only local access you can and since your router is unconfigured therefore you need to access the settings first you need to set it up first uh sure we're open up until