⚠ 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: Avoidance/Evasion (B): Agent avoided addressing the core issue (slow WiFi), performed no troubleshooting, and allowed the customer to abandon the product without attempting resolution or escalation.
V1 Rubric Scores
Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-56.0)
V2 Grader Summary
The agent failed to address the customer's reported slow WiFi issue, performed no diagnostic steps, and provided no resolution path. The interaction lacked control, empathy, and ownership, culminating in the customer deciding to switch away from Linksys. This constitutes a critical failure due to avoidance of the core problem.
V1 Case Analysis
Customer reported slow Wi-Fi on WHW01 V1 mesh. Agent collected model/serial via app but provided no troubleshooting. Severe communication issues observed. Customer decided to discontinue Linksys product.
Troubleshooting Steps
Requested serial number and model via the Linksys app
Guided customer to view node details in the app
Key Observations
Agent failed to address the reported slow Wi-Fi issue with any diagnostic steps.
No troubleshooting was performed beyond collecting device information.
Agent exhibited severe communication issues, including prolonged filler sounds ('M. M. M.') from [02:00] to [02:30], which blocked customer interaction and demonstrated a lack of call control.
Agent did not acknowledge or respond to the customer's statement about slow Wi-Fi at [01:00].
Call ended without any resolution path, escalation, or follow-up.
Positive Highlights
Agent correctly guided the customer to locate the model and serial number within the Linksys app, demonstrating knowledge of the app interface.
Agent Errors / Gaps
Did not troubleshoot the reported speed problem.
Did not verify environment, firmware version, or backhaul status.
Failed to acknowledge or respond to the customer's core issue.
Exhibited severe communication issues with prolonged filler sounds that disrupted the call flow.
Did not set a clear next step, escalation, or follow-up.
Did not confirm customer identity beyond name, and did not attempt to register or document the case properly.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Customer reported slow WiFi and ended the call by stating they would abandon Linksys products; no resolution or meaningful progress was achieved.
R2Not MetDiagnostic thoroughnessconf 97%
Agent only requested serial number; no diagnostic steps (e.g., speed test, placement check, wired vs wireless) were initiated for slow WiFi.
R3Not MetCorrect resolution pathconf 96%
Agent did not assess product status, warranty, or support options; failed to initiate troubleshooting or escalate despite clear performance issue.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
No symptom analysis or root cause investigation for slow WiFi; agent did not ask relevant diagnostic questions.
No use of tools (e.g., remote access, speed test guidance, firmware check) despite issue requiring them; reliance solely on customer-provided info.
T3Partially MetNo misinformationconf 88%
Agent correctly guided customer to locate serial/model number in app, but provided no technical guidance for speed issue.
Communication
C1Not MetClear & professional languageconf 95%
Agent failed to set expectations or control call flow; conversation became disjointed with repeated 'M' sounds and no clear direction.
C2Not MetConfirmed understandingconf 93%
Agent used unclear language ('M... M... M...'), did not adapt to customer’s frustration or confirm understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent did not take ownership of slow WiFi issue; allowed call to stall and customer to disengage without intervention.
O2Not MetProactive follow-throughconf 96%
No next steps, timeline, or follow-up plan provided; call ended with customer expressing intent to switch brands.
O3Not ApplicableClosure confirmationconf 100%
No prior case history; this was first contact, and no handoff occurred.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 94%
Agent failed to escalate unresolved slow WiFi issue despite lack of troubleshooting and customer frustration.
E2Not MetEscalation prep & handoffconf 92%
No escalation was executed, so criteria for proper escalation execution cannot be met.
Customer Experience
X1Partially MetCustomer effort minimisedconf 85%
Agent said 'I understand, I respect your decision' at end, but showed no empathy earlier during customer frustration.
X2Not MetTone & rapportconf 93%
Agent did not adjust tone or pace to match customer’s growing frustration; communication remained ineffective.
X3Not MetOverall experienceconf 95%
Customer had to repeat information; agent provided no actionable steps, increasing customer effort unnecessarily.
Call Transcript8 turns · 9 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello. This is Raquel from Linksys technical support. [silence] Hi. Thank you so much. Can you hear me? I can hear you fine now, and can you have again the serial number of your Linksys device? Do you have a like you can you may take a picture of that [silence] that you can see it properly. If you are logging into the Linksys app, yes. You can go to menu menu option and then network administration. Okay.
00:00
Speaker 2
grade that serial number. It's too small. Are these not on my account? Isn't it somewhere on my account on my account for Lennoxas? So that you can- yeah, I I do- Yeah, hold on. Yeah, hold on one second. Okay. it's loading up now. My Wi-Fi is really slow. That's why I'm calling you. [ silence ]
00:00
Speaker 1
All right. Yes. And then select your node, then on your node under details, you will see their serial number. Yes, please. And the model number is showing there. All right, so you have the mesh Wi-Fi devices and how many links this mesh nodes do you have?
01:00
Speaker 2
okay. There's my menu. um, what do we need to have uh, network administrator, uh, okay. Am i done? Where do i go. Gotcha. Okay. Are you ready First one is uh, two five F one, zero M three nine nine, zero, zero, two six six, says up to date. Model number, W H W zero one V one [silence] [silence]
01:00
Speaker 1
Have all right thank you and is this your first time calling Linksys? It may have your email address registered here. All right, let me check the email just for a moment. It doesn't show a record here for your email, but no worries, I'll create one and to address your... M. M. M. M. Okay, I'm sorry, I didn't got that. Can you repeat that again? I'm sorry. Okay. M. M. M. M. M. M. M. M. M. M. M. M. M. M. Sorry, let me check this other. M.
02:00
Speaker 2
Jesus Christ. Nick, N I C K, Vitaly B I T A L E yes, I don't know. I don't know. I don't know. No. No. No. No. No.
03:00
Speaker 1
But I understand, I respect your decision. No problem. And thank you for calling, sis. Have a wonderful day. All right.
05:00
Speaker 2
No, I would not. No, I would not. No, I'm just going to get rid of these Linksys and I'm going to go with a different product. So, thank you very much for all your help. I appreciate it. Mhm. You too. Thank you.