Ticket subject: EA7300_Unable to use the Linksys App
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). 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
Efficiency2.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.62/5
Technical5.00/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall47.2% (+21.2)
V2 Grader Summary
The agent correctly diagnosed the app incompatibility with the EA7300 and advised using myrouter.local, but failed to guide the customer through accessing it or verify resolution. No troubleshooting was attempted, empathy was absent, and customer effort was increased by repetition. The issue remained unresolved, resulting in an Unresolved outcome.
V1 Case Analysis
Customer unable to access router via app or browser. Agent failed to identify device, provided incorrect model and URL information, assumed out-of-warranty status, and offered paid support without basic troubleshooting. Promised to email URL but no confirmation of resolution.
Troubleshooting Steps
Asked for serial number and model (unsuccessfully)
Advised to use myrouter.local (without model confirmation)
Offered to email the URL
Inquired about ISP
Key Observations
Agent referenced a non-existent Linksys model 'CA730 Canolo' at [03:00], indicating a serious knowledge gap or hallucination.
Agent failed to correct customer's use of 'www.links.com/account' at [06:00], allowing a dangerous misconception to persist.
Warranty status was declared without verification or lookup, violating protocol.
No actual troubleshooting steps (e.g., power cycle, LAN connection check, LED status) were performed despite the issue being access-related.
Agent moved directly to paid support offer at [04:00] without exhausting free, safe triage steps, violating support path policy.
Agent promised to send an email with the URL but did not confirm it was sent or whether the customer could use it, leaving outcome unverified.
Positive Highlights
Agent remained polite and attempted to offer an email with instructions as a free alternative to paid support.
Agent asked for serial number, model, and ISP, showing intent to gather information even if unsuccessful.
Agent Errors / Gaps
Referenced a non-existent product model 'CA730 Canolo', which is not a valid Linksys device.
Failed to collect a definitive product model and serial number despite multiple prompts.
Assumed out-of-warranty status without verification or lookup.
Provided inaccurate and potentially misleading URL guidance; failed to correct customer's use of 'www.links.com/account'.
Did not follow standard troubleshooting flow for app/web access issues (no power cycle, no LAN/LED check, no app reinstall suggestion).
Offered paid support before performing any meaningful troubleshooting, violating support path policy.
Failed to confirm whether the promised email was sent or whether the issue was resolved.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 96%
Agent promised to email the URL but did not provide it during the call or confirm access; issue remained unresolved.
R2Not MetDiagnostic thoroughnessconf 95%
No troubleshooting steps were performed (e.g., verifying browser access, checking myrouter.local, clearing cache); agent immediately defaulted to app incompatibility and paid support.
R3Partially MetCorrect resolution pathconf 91%
Agent correctly identified device was out-of-warranty and offered a path (email or paid support), but failed to provide best-effort troubleshooting like guiding to http://myrouter.local despite it being free and within scope.
Technical Accuracy
T1MetTechnically accurate infoconf 93%
Agent correctly identified the root cause: the EA7300 is not supported by the current Linksys app and must be accessed via browser at myrouter.local.
T2MetAppropriate tools / resources usedconf 92%
No advanced tools (logs, remote session) were needed; KB knowledge was sufficient and correctly applied for this URL-access issue.
T3MetNo misinformationconf 94%
All technical information was accurate: EA7300 is older model, app no longer supports it, and myrouter.local is correct local access URL.
Communication
C1Partially MetClear & professional languageconf 89%
Agent maintained basic control but introduced paid support abruptly without framing, creating a transactional tone and disrupting flow.
C2MetConfirmed understandingconf 91%
Agent used simple language, repeated questions clearly, and avoided jargon; communication was accessible despite procedural tone.
Customer Ownership
O1Partially MetOwnership & empathyconf 88%
Agent took partial ownership by offering to email the URL, but also offloaded responsibility via paid support option instead of resolving in the moment.
O2Partially MetProactive follow-throughconf 87%
Agent stated email would be sent after the call but gave no specific timeline or confirmation method, leaving follow-up ambiguous.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history or handoff involved.
Agent did not acknowledge customer frustration, repeated attempts, or difficulty logging in; response remained procedural and impersonal.
X2Not MetTone & rapportconf 91%
Agent did not adapt to customer’s emotional state or pace; continued with scripted responses despite customer confusion and silence.
X3Not MetOverall experienceconf 90%
Customer had to repeat serial number and model multiple times; agent failed to use already-provided information, increasing effort.
Call Transcript10 turns · 11 lines
Speaker 2
Welcome to links is 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.linkisys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your devices 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. Hello, thank you for calling Linksys. My name is Bella. Is this your first time calling? May I have your first and last name? Sorry, I did not hear the first name. Amy.
00:00
Speaker 1
Thompson 1 3 8 6 5 6 0 7 4 2 7 4 6 7 7 1 1 9 T is in Tom. 1 0 s is in Sam. 0 8 6 7 0 8 5 8 3
01:00
Speaker 2
And, your current email. And, your current phone number. How many Lenkist devices do you have? May I have a serial number? And what is the model number? Can you please repeat the serial number? That's one-nine-three. And who's your internet service provider? All right, what's the problem with your Linksys router
01:00
Speaker 1
Yeah, through the app. Um, since this morning that doesn't work? Okay but I was I was on it [silence] that.
03:00
Speaker 2
What was the beginning of the problem? Are you trying to connect a device to the Wi-Fi? Uh-huh. So you're trying to access the device through the Linksys app or the browser. The CA730 Canolo is not supported with Linksys application. If you want to access the router settings, you have to open a browser and access myrouter.local. Uh-huh. It's no longer been working. Is this model already an obsolete one which we no longer manufacturing? The current version of
03:00
Speaker 1
this morning now. Okay. So what Okay, how do I get on it through the website then? Yeah, you can send me to my email for free. I just need to know the name of the website so I can figure out how to get into it. [silence]
04:00
Speaker 2
the links is right but the current version since we have an update with our link these app this only supports our current devices that is if it's no longer working with your link these app then you have to route to the browser to access your link this router. Well, there are options here. Amy, let me just inform you devices already out of warranty. okay we cannot assist you over the phone for free now. you can pay $15 if you want us to assist you with one time and non refundable support or I can send you the URL to your email for free. okay? which of the two options would work? all right, I will give you the instructions. okay I'll create the email first. I'll send it right after the call.
04:00
Speaker 1
So will I be able to still do the same things that I've done previously on the app? I'm trying to unlock some, I'm trying to unlock parental settings. Okay. It's not letting me log in from the web browser. It is a
05:00
Speaker 2
Open the browser and enter the URL so you can access your router. Is there anything else? [silence] What were you trying to get on the Linksys app? Are you trying to check like Wi-Fi settings? Because the complete settings, you can... [silence] all the settings, you can see it on the web browser. [silence] What URL have you tried to access?
05:00
Speaker 1
www. links.com/ account. You know that wrong. Login. Okay. Okay. Okay.