⚠ 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.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership5.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall18.8% (-3.2)
V2 Grader Summary
The agent materially misidentified the EA8450 as end-of-life despite KB confirmation of active support, leading to zero troubleshooting and an unresolved issue. Communication failures (repeated mishearings, no empathy) compounded customer effort, and a warranted escalation for the misdiagnosis was not initiated. Technical accuracy failures were fully validated against KB in Assessment 3.
V1 Case Analysis
Customer reported E8450 router stopped broadcasting Wi-Fi after outage. Agent incorrectly stated the E8450 is a legacy, unsupported device, provided no troubleshooting, and promised generic email instructions. Call closed without resolution.
Troubleshooting Steps
Requested serial number and model.
Incorrectly identified E8450 as a legacy, unsupported device.
No physical or diagnostic troubleshooting performed.
Key Observations
Agent incorrectly stated the E8450 is a legacy device no longer supported (KB: E8450 is a current AX-series router with automatic firmware updates).
No troubleshooting steps (power-cycle, LED check, reset, firmware verification) were performed for a router that stopped broadcasting Wi-Fi.
Agent misheard and incorrectly recorded the customer's email address.
Call ended without verifying resolution or providing concrete next steps beyond a vague email promise.
Agent did not confirm the router's LED status, which is critical for diagnosing hardware state.
Positive Highlights
Agent asked for the serial number and model early in the call.
Attempted to create a ticket and send follow-up information.
Agent Errors / Gaps
Incorrectly claimed the E8450 is a legacy, unsupported device (KB: E8450 is a current AX-series router with automatic firmware updates).
Failed to perform basic troubleshooting for a non-broadcasting router (power-cycle, LED check, reset, firmware verification).
Did not verify the router's LED status, which is essential for diagnosing hardware faults.
Misheard and incorrectly recorded the customer's email address.
Provided no actionable troubleshooting steps and incorrectly limited support options.
Closed the call without confirming resolution or providing a valid next step.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Agent offered only generic email instructions without diagnosing the router outage (not broadcasting) or achieving any resolution path
R2Not MetDiagnostic thoroughnessconf 95%
No diagnostic steps performed (e.g., no power cycle, LED check, WAN/LAN verification) before concluding the device was unsupported
R3Not MetCorrect resolution pathconf 90%
Agent incorrectly classified EA8450 as end-of-life and unsupported (stating support ended in 2025), contradicting KB which lists it as a current supported model
Technical Accuracy
T1Not MetTechnically accurate infoconf 90%
Agent only asked for serial number and model without probing the core symptom (router not broadcasting) or asking relevant diagnostic follow-up questions
No tools used (e.g., no firmware check, model lookup, or remote diagnostics) despite the need to verify device status and capabilities
T3Not MetNo misinformationconf 95%
Agent stated EA8450 support ended in 2025, which directly contradicts KB documentation confirming active support and firmware updates for this model
Communication
C1Partially MetClear & professional languageconf 85%
Agent set a brief expectation about email timing ('wait for five minutes') but lacked clear interaction framing and lost control during serial number confusion
C2Not MetConfirmed understandingconf 90%
Agent repeatedly misheard customer information (e.g., '38010' as '38 DEF') and showed no adaptation of language, terminology, or confirmation strategies
Customer Ownership
O1MetOwnership & empathyconf 90%
Agent took full ownership by creating a ticket and committing to send instructions via email without transferring the call or abandoning the case
O2MetProactive follow-throughconf 90%
Agent provided specific next steps ('email instructions within five minutes') with a realistic timeline and clear follow-up expectation
O3Not ApplicableClosure confirmationconf 100%
This was the first interaction with no prior case history to maintain continuity
Escalation Judgment
E1Not MetCorrect escalation decisionconf 85%
Agent failed to escalate a warranted case: misdiagnosis of a supported router as EOL constitutes a complexity beyond L1 that required escalation or correction
Agent displayed no empathy for the outage or customer frustration; interaction remained purely transactional and procedural without acknowledgment of impact
X2Not MetTone & rapportconf 90%
Agent failed to adapt communication pace or style despite clear customer confusion, and did not check comprehension at key moments
X3Not MetOverall experienceconf 95%
Customer had to repeat critical information (serial number, email) multiple times due to agent mishearings, creating unnecessary effort and friction
Call Transcript11 turns · 11 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. [silence]
00:00
Speaker 1
Hi. Yes. I have a Linksys router that stopped broadcasting after a system outage. Uh, okay. The serial number of the router? Uh 38010, M as in Mary, 39 A as in Apple, 01710. Yeah. Right. Yes. Yeah, it looks like it. Okay, sorry. So it's Um, I'm sorry. Could you say that again? [silence]
06:00
Speaker 2
Thank you for calling Linksys. This is May. How can I help you? Okay. What's the serial number of that Linksys you're referring to? What's the serial number? Uh-huh. Okay. Is it 38010, Mary? Uh, 39 Alpha 01710. Is that correct? Okay. Um, and what's the light indicator of this router now? Um, I think it's default David after 38. Is it really zero?
06:00
Speaker 1
let me check hold on oh it's kind of hard to uh tell you what it is it could be [REDACTED_PAYMENT_DIGITS] uh because it's kind of washed out a little bit I do have the card that um yeah it is uh link to [REDACTED_PAYMENT_DIGITS] uh could it be
07:00
Speaker 2
The serial number, because I don't have data here when I check it on my end. Is it 38 DEF or 380? Can you this check? Or? Or after the 0. Or can you tell me instead the model number? Uh that's gonna be the Wi-Fi name. How about the model number?
07:00
Speaker 1
Okay, yeah. Glad to see you. future technology to crush. support. gig of theory. Okay. Yeah.
08:00
Speaker 2
Okay. So, yeah, E8450, that's the model number of your router. Uh, that's the reason why our system cannot detect or cannot see the serial number you provided. This E8450 is part of our legacy Lynxist device, which we don't manufacture anymore. And when it comes to the support or the assistance of this product, it ended way back year 2025 around May. So, there is no support that we can offer anymore for E8450. But we can send email instead. That email contains troubleshooting instruction for our older series router. You can then select which one works for you. That's the only help I can offer to you. What's your
08:00
Speaker 1
It's just uh uh it's r boyd89@gmail.com. Yeah. Yeah D. B-O-Y-D. Yes. Richard Boyd, B-O-Y-D. Digital path. Okay. Okay.
09:00
Speaker 2
to eight nine at gmail.com, so that's R for Robert. And then, is it boy bO.Y? bOYD and then 289 at gmail.com. What's your first name and last name? Okay. And who's your internet provider? Digital. Okay. I'll just create a ticket here once I'm done. I'll send you the instructions then via email. Just wait for five minutes max once the call ends. Okay. If ever it will not work, it's not really working, then it will be nice already if you can upgrade your router.
09:00
Speaker 1
Okay. All right. Thank you very much. All right. bye. No. If I don't support.
10:00
Speaker 2
for better Wi-Fi connection all right thank you so much for calling bye for now take care bye bye