⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately redirecting to paid support without performing any diagnostic steps or offering free troubleshooting, despite customer clearly stating they had already tried everything and needed help.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent provided factually incorrect technical information, failed to perform any diagnostic steps, and evaded ownership by pushing a paid support option without verifying warranty status or attempting resolution. No troubleshooting, empathy, or valid next steps were provided, resulting in a completely unresolved case with confirmed avoidance behavior triggering an auto-zero.
V1 Case Analysis
Customer reports solid purple LED and cannot access router via 192.168.1.1 or myrouter.local. Agent incorrectly claimed cloud services are discontinued, assumed out-of-warranty status, failed to collect model/serial, and offered no valid troubleshooting. Issue unresolved; recommend reopening case with proper setup guidance.
Troubleshooting Steps
Incorrectly informed customer that Linksys Smart Wi-Fi cloud service is discontinued.
Mentioned local access via 192.168.1.1 and myrouter.local.
Stated solid purple LED means setup mode.
Suggested using the Linksys app for setup.
Offered paid support without verification or troubleshooting.
Key Observations
Agent falsely claimed at [01:00] that Linksys Smart Wi-Fi cloud services are discontinued—this is inaccurate and contradicts official KB.
At [02:00], agent assumed device was out of warranty without collecting serial number or verifying status.
No product model or serial number was collected, violating protocol for device-specific support.
Agent failed to troubleshoot basic connectivity despite customer confirming app and local IP access failed.
Email correction at [04:00] revealed agent initially misheard and misstated customer's email, risking miscommunication.
Positive Highlights
Agent correctly identified solid purple LED as indicating setup mode at [02:00].
Agent mentioned use of Linksys app for setup, which is a valid path for Velop devices.
Agent offered to resend email with troubleshooting steps upon realizing email error.
Agent Errors / Gaps
Falsely stated that Linksys Smart Wi-Fi cloud portal is discontinued (direct contradiction of KB).
Assumed out-of-warranty status without verification or collection of serial number.
Failed to collect product model number or serial number before offering support path.
Provided no valid troubleshooting steps beyond mentioning local IPs already known to fail.
Did not confirm customer’s environment (e.g., app version, device OS, LAN connection).
Misheard and incorrectly repeated customer's email address, risking failed follow-up.
Ended call without confirming understanding or setting clear next steps.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the solid purple LED issue, failed to restore access, and offered no valid resolution path such as RMA, escalation, or confirmed workaround.
R2Not MetDiagnostic thoroughnessconf 97%
No actual troubleshooting steps were performed—no reboot verification, no model identification, no firmware or network check—only a generic URL and redirection to paid support.
R3Not MetCorrect resolution pathconf 96%
Agent assumed device was out-of-warranty without verification and immediately offered paid support, violating OOW standard requiring best-effort troubleshooting before financial barriers.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
Agent did not ask diagnostic questions about model, ISP, or WAN status; skipped root cause analysis and jumped to incorrect conclusions about cloud deprecation and LED meaning.
No tools were used—agent did not attempt remote diagnostics, local login verification, speed test, or firmware check—even though customer confirmed both app and 192.168.1.1 failed.
T3Not MetNo misinformationconf 97%
Agent stated 'Linksys Smart Wi-Fi website is no longer accessible' and 'solid purple light means ready-to-setup'—both factually false per KB; no Linksys product uses purple LED, and cloud services remain active for supported models.
Communication
C1Not MetClear & professional languageconf 94%
Agent failed to set expectations, frame the interaction, or guide the call; instead, delivered a scripted monologue and abruptly ended without confirming resolution or next steps.
C2Not MetConfirmed understandingconf 93%
Agent used technical terms without confirmation of understanding, repeated incorrect information, and did not adapt language despite customer confusion and failed access attempts.
Customer Ownership
O1Not MetOwnership & empathyconf 95%
Agent avoided ownership by immediately deferring to paid support instead of attempting diagnosis or offering free troubleshooting, even after customer stated they had tried everything.
O2Not MetProactive follow-throughconf 94%
No clear next steps were provided—only a vague offer to resend an email and a paid support option—without timeline, ownership, or actionable guidance.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior case history existed to reference or maintain.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent never acknowledged customer frustration, repeated failed attempts, or expressed empathy—interacted in a transactional, scripted manner throughout.
X2Not MetTone & rapportconf 94%
Agent maintained a rigid, one-size-fits-all tone and pace, ignoring customer’s emotional state and confusion, without adjusting communication style.
X3Not MetOverall experienceconf 95%
Customer had to repeat email address due to agent error, and was forced into a paid support path without exhausting free troubleshooting options.
Call Transcript11 turns · 12 lines
Speaker 2
Welcome to Linicus 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 registerిlincius.com. Please have your device serial number ready. For assistance. Press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linicus product and it's no longer under warranty, paid support is available for a minimum non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at supporti.linicus.com.
00:00
Speaker 1
Hi, I'm having issues with my Linksys, it's showing, the router's showing like a solid purple and it won't let me connect through the Linksys smart wifi website and I don't I was looking I was trying to follow the uh you know, the directions and it still wasn't helping. So, I Yeah. Thank you. [silence]
01:00
Speaker 2
also connect with other users for tips and guidance at reddit.com/r/LINKSYS Hi, thank you for calling LINKSYS. My name is Ven and I'll help you today. [silence] I see. Just to verify, I'm speaking with Ali Derby? Thank you so much. Before anything else, LINKSYS smart Wi-Fi website is no longer accessible. We've discontinued our cloud services for that one and the only access for the router is either the basic IP address, which is 192.
01:00
Speaker 1
[silence] a yes? I was using the lav use and go on. Is that? Okay. Mm-hmm. Do they? All right.
02:00
Speaker 2
um.[REDACTED_PAYMENT_DIGITS] or my router dot local and also upon double checking it you're in our end. alright so basically just open up your browser log in at [REDACTED_PAYMENT_DIGITS] or my router dot local and also upon double checking it you're in our end it's supposed to prompt you with a login window just enter your username and password and once you're able to access your router settings you should be able to see the PSP that's in there or the SS ID it's supposed to show you the name of the network you used by default if it wasn't updated you can try to restore it back to its default setting you'll be prompted with a complete reset and it should still show up by default if you're not too sure if it's still there you can log back in and double check it from there. Okay. Although if upon double checking at your end, have you already been informed that your Linksys router is no longer in warranty? we can no longer proceed with free troubleshooting on our end. if you do still wish to proceed with further troubleshooting, it requires uh it requires a $[REDACTED_PAYMENT_DIGITS] payment which is completely optional. solid purple light on the router indicates that it's in a ready to setup mode. to set it back up, if you have the Linksys app, the app will guide you to set it back up from scratch up until the very end. Alright is there anything else?
02:00
Speaker 1
the app is not working and the number that you gave me the 192.168.1.1 that one is not working either to try to set it back up and I and I'm willing to do it I'm connected to the like his life the setup one so how am I going to get the help? I know the one that you said you paid an hour for someone to help you? Where do I call for that? I think I'm doing it. Okay. good. Yeah, I'm willing to do that, because I tried everything. Yeah, I didn't receive your email. No, that's not the right email. It's s-alfrankuhusein@7799. [silence]
03:00
Speaker 2
if we refundable technical support session lasting up to an hour if we also do determine that the router seems to be defective or there seems to be a problem in itself. No refund or replacement will be issued and lastly it is still considered a 50-50% chance that we may or may not make the router work again. Just to clarify have you already checked your email as well since our representative earlier sent you an email regarding about the steps that you need to perform. Your email is Sarah s-a-r-h-i-a.h-a-u-r-u-s-s-e-i-n-7709@g. [silence]
04:00
Speaker 1
Yes.
05:00
Speaker 2
So it's not S like Sam, it's F like Frank, the first letter. I see. No wonder the email wasn't received yet. If you want to, I can send you the email back to you once more, that contains the troubleshooting that you should be performing on the call instead if you still wish to proceed with a $[REDACTED_PAYMENT_DIGITS] payment. So it's basically the same thing, the only difference is it's free. All right, no worries there. Once again, it's F-H-A-R-A-H.com. I'm sorry. So it's Hussain. All right, thank you. [silence]
05:00
Speaker 1
Thank you. No, that's all. Thank you so much.
06:00
Speaker 2
Thank you so much for that one. All right. So is there anything else? All right. Thank you for calling Linksys. Take care and have a great day. Bye-bye for now.