⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided diagnostic responsibility by immediately offering paid support without any troubleshooting, violating OOW best-effort standard in R3 and failing to provide basic support expected even for out-of-warranty devices.
V1 Rubric Scores
Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical2.50/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent identified the device as out-of-warranty and immediately offered a $15 paid-support fee without performing any troubleshooting, diagnostics, or case creation. No empathy, next steps, or self-help paths were provided. This constitutes avoidance of support responsibility, triggering an auto-zero for Avoidance/Evasion (B). The interaction resulted in no progress toward resolution.
V1 Case Analysis
Customer provided serial number J20M3AA32167 for WHW03. Agent confirmed out-of-warranty status and offered $15 paid support. No issue was discussed, no troubleshooting performed, no case created.
Troubleshooting Steps
None recorded.
Key Observations
Agent correctly interpreted serial number J20M3AA32167 as a WHW03 (Velop) model, demonstrating accurate product knowledge.
Agent accurately stated that out-of-warranty devices require $15 paid support, per KB guidance.
Agent failed to ask the customer to describe the problem they were experiencing, violating core protocol for support eligibility and case management.
No HappyFox case was created or referenced despite handling a paid-support eligibility check.
No self-help resources (KB articles, chatbot, email instructions) were offered after indicating paid support is required.
Positive Highlights
Correctly identified the WHW03 model from serial number J20M3AA32167.
Accurately communicated the $15 paid support policy for out-of-warranty devices.
Agent Errors / Gaps
Failed to identify the customer's issue (critical protocol miss).
Did not create or reference a HappyFox case, violating case management requirements.
Provided no troubleshooting, escalation path, or self-help options despite the customer's implied need for support.
Ended the call without confirming next steps or providing actionable guidance.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 99%
Agent offered paid support without diagnosing or resolving the issue; no resolution path was achieved.
R2Not MetDiagnostic thoroughnessconf 98%
No troubleshooting steps were performed — agent moved directly to paid support after warranty check.
R3Not MetCorrect resolution pathconf 97%
Agent correctly identified out-of-warranty status but failed to provide best-effort troubleshooting as required; dismissed customer with fee offer instead of meaningful help.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
No diagnostic questions about symptoms, connection type, or LED status were asked; no root cause explored.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
No empathy expressed; agent did not acknowledge frustration, effort, or context of the customer’s call.
X2Not MetTone & rapportconf 96%
Agent maintained a transactional tone without adjusting pace or engagement; customer effort increased unnecessarily.
X3Not MetOverall experienceconf 96%
Customer repeated serial number and personal details; agent added friction by not using information efficiently.
Call Transcript5 turns · 8 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. 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 option, 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. please call and he's just metive the
00:00
Speaker 1
0 J20 M three, A.a. three, two, one six seven. Hello? Hello? Yeah, I can hear you now.
02:00
Speaker 2
Look, and you heard me okay? Or about now. Why is your first name and last name so I can create a record? One more time with your last name. What is your email address?
03:00
Speaker 1
uh, Brightseed? I have three. Is red. Thank you.
04:00
Speaker 2
All right. I know it is an Internet provider. How many Link Sys routers do you have total? Let me look up. That one. What's the light up this router right now? Have you checked the serial number? Okay, there you go. So I checked the serial number right here based on the serial number that you provided your LinkSys W. H. W, model #, showing that it's out of warranty and for out of warranty devices we charge $15 to assist. So you're okay with that, nonrefundable,