⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided proper troubleshooting, declared a supported product (VLP01) as obsolete/unsupported without verification, and provided materially inaccurate security information to the customer.
V1 Rubric Scores
Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to perform any diagnostics and incorrectly informed the customer that the VLP01 was obsolete and unsupported by major ISPs, which is not supported by the KB. The agent further added friction by making unfounded security claims about hackers and ended the call by promising an email instead of resolving the connectivity issue.
V1 Case Analysis
Customer (Robert) reported VLP01 router not receiving internet after ISP service was restored. Agent incorrectly stated device is end-of-life and out of warranty, offered no troubleshooting, and attempted to send reset instructions to invalid email 'TestMind W hohe.co'. Issue unresolved.
Troubleshooting Steps
Collected model and serial number
No physical or network troubleshooting performed
Key Observations
Agent referred to company as 'Lenses' instead of 'Linksys' at [03:00] and [04:00], indicating brand confusion or ASR artifact, but repeated use suggests agent error.
Agent incorrectly claimed VLP01 is end-of-life and unsupported, despite no such policy in KB. VLP01 is a valid temporary setup device per adjacent_common_wifi_questions.md.
No troubleshooting steps performed: no power cycle, no LED check, no local access attempt (192.168.1.1 or myrouter.local), no WAN/ISP verification.
Agent attempted to send instructions to invalid domain 'TestMind W hohe.co' without verifying customer email.
Call ended without confirming customer understanding or next steps, leaving issue unresolved.
Positive Highlights
Collected model number (VLP01) and serial number (26D10M34A1649) correctly from customer [05:00].
Identified that ISP service was restored, showing awareness of problem context [06:00].
Agent Errors / Gaps
Misidentified company as 'Lenses' instead of 'Linksys' [03:00, 04:00] — contradicts KB and brand policy.
Falsely claimed VLP01 is obsolete, end-of-support, and out of warranty — no KB evidence supports this claim. VLP01 is not listed as discontinued in any referenced KB.
Provided no troubleshooting for WAN connectivity issue — violated basic support protocol per universal_factory_reset.md and adjacent_common_wifi_questions.md.
Offered to send instructions to invalid email address 'TestMind W hohe.co' without verifying customer email — protocol failure.
Failed to follow basic support protocol: no model verification beyond serial, no environment check, no credential confirmation, no LED/WAN diagnostics.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Agent only offered to email factory reset instructions; no verification that the router was fixed or issue resolved.
R2Not MetDiagnostic thoroughnessconf 94%
No troubleshooting steps performed (e.g., power cycle, LED check, WAN status); agent jumped to declaring end-of-life without diagnostics.
R3Not MetCorrect resolution pathconf 93%
Agent declared device end-of-life without verifying warranty or model support; failed to attempt best-effort troubleshooting appropriate for out-of-warranty device.
Technical Accuracy
T1Not MetTechnically accurate infoconf 94%
Agent identified only model number and skipped diagnostic questions about symptoms, LED behavior, or network setup; no logical sequence to identify root cause.
Did not use basic tools like local web interface (192.168.1.1), firmware check, or WAN status—despite issue being connectivity-related and resolvable via standard diagnostics.
T3Not MetNo misinformationconf 95%
Agent incorrectly stated the VLP01 is unsupported by all ISPs including Verizon/Xfinity; this is contradicted by the KB which lists VLP01 as a valid product. Agent also made unfounded security claims about 'hackers' not supported by any KB.
Communication
C1Not MetClear & professional languageconf 91%
Call lacked structure; agent interrupted, made unsolicited security claims, and failed to guide interaction with clear agenda or transitions.
C2Not MetConfirmed understandingconf 90%
Agent used technical jargon ('end of line', 'obsolete') without explanation; did not confirm understanding or adapt to customer's apparent confusion.
Customer Ownership
O1Not MetOwnership & empathyconf 93%
Agent did not take ownership—promised off-call email with no verification step, failed to resolve issue during interaction.
O2Partially MetProactive follow-throughconf 86%
Agent said they would send instructions within 5–10 minutes, providing a timeline, but no confirmation of delivery or follow-up was established.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history to reference or maintain continuity from.
No empathy expressed; dismissed customer’s issue as obsolete without acknowledging frustration or effort already made.
X2Not MetTone & rapportconf 92%
Failed to adjust tone or pacing despite customer’s fragmented speech and apparent confusion; continued with abrupt, one-sided delivery.
X3Not MetOverall experienceconf 93%
Customer repeated information and was subjected to irrelevant security warnings; agent added friction instead of streamlining.
Call Transcript11 turns · 13 lines
Speaker 2
Welcome to Linksys 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. While waiting, you may also visit support.linksys.com for more information about your product.ethical. Thanks for watching. please. for.
00:00
Speaker 1
How to find it? Get it in your... $100. Okay. how do I wave it? Uh 51? 20. Okay. Okay. Got, got, got 100,000. [silence] Robert Ward. [silence] No. [silence] So that's the handler we're gonna check the end out so that Shaz as zebra M I L E as in mile W. [silence]
02:00
Speaker 2
Thank you for calling Lenses. My name is Nathan. Thank you for calling Lenses. May I know who am I seeking? Robert. Is this a good time calling us, sir? All right, let me find your ticket. Can I? I couldn't find it. Let me create a case ticket for you. Can I have your email address, Robert? Hello?
03:00
Speaker 1
i look at you at yahoo.com okay say again the router is not working well, but I had my internet fixed, but my router is not working the it the type of the model is L U [ silence ]
04:00
Speaker 2
all right. Do you have the what is it about? All right. What is the problem? How can help? All right, tell me the model of the outer. The model and serial number you can find it underneath the outer. [silence]
04:00
Speaker 1
Excuse me, the model is vlp, v-l-p01. the serial number is 26D10M34A1649.
05:00
Speaker 2
Serial number. The entire thing. 13 digits long. Starts with a number. [silence] All right. Save me. Let me find the router.
05:00
Speaker 1
I've started it more than once. [silence] two weeks ago. [silence] well, the internet went out as well but the internet was fixed and it looks like there's a connection but the router is not picking up the internet.
06:00
Speaker 2
Uh-huh. So when did- when were the pro-when did the problem started, Robert? When was the last time it was working? Uh-hmm. And then suddenly it just stopped, right? Okay. Uh-huh. I found the solution of the problem. [silence] I got it. This comes in a package of two or three. 1 2 3 4 [silence] If this is your, your internet service provider is from Verizon, Xfinity, Mediacom, Cox, this router is not supported anymore. It's end of line and end of support. Meaning it's obsolete. This router is the technology is over. Your internet sidebar providers have updated their network and it's not working but you can still factory reset it and reinstall it. I can send you the instruction and how to do it. Okay. Right now, this is out of warranty. I can help you, but this is already end of life and end of support. We do not recommend use this router. This is easy to break and be.
Anybody can include this one if you have a good hacker. They can see your router. This is not safe in terms of security. Do you want me to send the instructions on how to factory reset and reinstall it? I can send it to you at TestMind W hohe.co. But if it doesn't work, I do recommend change it. But it will work. I can send you the instruction. It will work. All right, give me 5 to 10 minutes. I will send it to you. When I say end, thank you for calling. Bye bye for now.