⚠ 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
Efficiency1.00/5
Overall1.1/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)
V2 Grader Summary
The agent failed to apply basic troubleshooting for a router login issue, omitted the standard non-destructive Recovery Key method, provided inaccurate technical information, and showed no empathy or ownership. The call ended without resolution, leaving the customer to replace the device unnecessarily. No escalation was needed, but proper L1 support was not delivered.
V1 Case Analysis
Customer unable to log into EA6200 admin interface; password on label not accepted and login button unresponsive. Agent misheard model, suggested generic 'admin' and reset, failed to guide through recovery key or browser troubleshooting, and closed with sales suggestion. No resolution achieved.
Troubleshooting Steps
Requested model and serial number (misheard)
Suggested trying the generic 'admin' password
Suggested performing a factory reset without instructions
Key Observations
Agent misheard and misrecorded the model number as 'Lenoxx' [02:00] and later 'EII 6200' [04:00], indicating failure in basic data collection.
No troubleshooting of browser, cache, incognito mode, or alternate access URLs (192.168.1.1, myrouter.local) was performed, despite common relevance to login issues.
Failed to mention the 5-digit recovery key process, which is the correct non-destructive method for EA series login recovery.
Agent incorrectly claimed no firmware updates exist for EA6200, which is factually inaccurate per KB.
Call ended with suggestion to buy a new device [05:00] instead of providing self-help, escalation, or documentation.
Positive Highlights
Agent acknowledged customer frustration implicitly by not interrupting during emotional expression [04:00].
Agent attempted to collect model and serial number, though execution failed due to mishearing.
Agent Errors / Gaps
Misheard and misrecorded product model number ('Lenoxx', 'EII 6200') despite clear customer statement [02:00], violating basic protocol.
Failed to follow Linksys KB password-recovery procedure for EA series (5-digit recovery key), which avoids full factory reset.
Provided inaccurate technical information: claimed no firmware updates available for EA6200, which is false.
Did not troubleshoot basic access vectors: browser cache, incognito mode, alternate URLs (192.168.1.1, myrouter.local).
Suggested factory reset without instructions or confirmation of understanding, leaving customer stranded.
Ended call with sales suggestion instead of valid support path, escalation, or self-help resources.
Did not collect or confirm warranty status, create a case, or provide any follow-up mechanism.
Failed to verify customer's ability to access web UI or diagnose unresponsive login button behavior.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Customer never regained access to the router; agent did not resolve the login issue and instead suggested a factory reset and implied the device was obsolete, leading the customer to decide to buy a new router.
R2Not MetDiagnostic thoroughnessconf 97%
Agent skipped essential troubleshooting: did not verify default admin password for EA6200 (which is 'admin'), did not suggest using the Recovery Key, and did not guide the customer to access the local login page to attempt password reset.
R3Not MetCorrect resolution pathconf 96%
Agent recommended a factory reset without first attempting the non-destructive Recovery Key method, which is standard protocol for EA series routers; also incorrectly stated no firmware updates are available, which is irrelevant to login issues and factually questionable.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent failed to identify symptoms clearly, asked only for model number, and did not follow a logical diagnostic sequence (e.g., confirm default password, check for Recovery Key option, verify browser access).
No tools were used—agent did not direct customer to http://192.168.1.1 or http://myrouter.local to attempt login or password recovery, nor did they reference KB articles or suggest Recovery Key reset, which is a supported tool for this issue.
T3Not MetNo misinformationconf 96%
Agent provided incorrect information: EA6200 uses default admin password 'admin' (per universal_password_login.md), and firmware support status does not prevent login; stating 'no update for this model' misrepresents the issue and misleads the customer.
Communication
C1Not MetClear & professional languageconf 97%
Agent delivered a long scripted intro, then allowed long silences; failed to set expectations, control the call flow, or guide the customer through structured steps.
C2Not MetConfirmed understandingconf 96%
Agent misheard 'Linksys' as 'Lenoxx', struggled with model number ('EII 6200'), and used vague language like 'weird' and 'screwed', failing to adapt to customer's clear frustration and technical difficulty.
Customer Ownership
O1Not MetOwnership & empathyconf 97%
Agent did not take ownership—offered no follow-up, did not attempt resolution, and allowed the call to end with the customer feeling forced to replace the device.
O2Not MetProactive follow-throughconf 96%
No clear next steps were established; agent did not outline a recovery process, timeline, or support path, leaving the customer with only 'reset or replace'.
O3Not ApplicableClosure confirmationconf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 94%
Login failure on an in-warranty or out-of-warranty device is a resolvable L1 issue using Recovery Key; escalation was not warranted, but correct L1 troubleshooting was skipped, making escalation premature.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred, and none was necessary—this was a standard configuration/login issue that should have been resolved at L1 using documented procedures.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
Agent showed no empathy—responded with silence and detachment, did not acknowledge customer frustration or repeated attempts, and used dismissive language.
X2Not MetTone & rapportconf 96%
Agent did not adjust tone or pace to match customer’s urgency and confusion; maintained a flat, unresponsive demeanor throughout.
X3Not MetOverall experienceconf 96%
Agent forced the customer toward a factory reset—an unnecessarily high-effort, destructive step—instead of guiding them through the low-effort Recovery Key password reset.
Call Transcript9 turns · 10 lines
Speaker 2
[incoherent] 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 if you experiencing issues with your linksys product and it's no longer under warranty, paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the online to precede with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash R slash linksys. Thank you for calling Linksys. My name is [incoherent].
00:00
Speaker 1
My linksys it won't accept the passcode to get into the router. I've tried everything. and I don't know why it's not accepting the passcode. The one that's, you know, on the label on the bottom of the router. I can't get into it. And I can't use the other things because it doesn't because this router is coming off of another router. I have AT&T modom slash router. But I've done this before and I've had no problem, but this one is just not I mean, it's getting it's going through the internet because I have my computers hooked up and I'm getting the internet. It's just I can't get into the router. And I tried using my you know my email address, password and it nothing happens. It's just like it won't click over. like it won't like login, click and nothing happens. [DOWNWEIGHT] The problem numbers are all all. It is the model number is EA6200. The serial number is 12K10DA10R5R410T.
01:00
Speaker 2
What is the model number and the serial number of your Lenoxx router?
02:00
Speaker 1
It's in joke,
03:00
Speaker 2
All right choking silence alright so you tried and [silence]
03:00
Speaker 1
yeah I tried that one too I tried everything I tried everything for that one I I did I did that too and it still won't accept anything so basically it's screwed right if I can't get into the router it's and it's screwed [silence] okay okay
04:00
Speaker 2
During the password the default password it did not work and the password you think will work it did not work. Have you tried the word administrator admin on the router password? I see. All right, so I guess the only option you have is to reset the router. So it will be back to default settings but the downside is that you'll have to configure the settings and reconnect your device as mesh. Okay, did that? Weird. Let me check the model number. If you can't get into the router than I'm not sure. Let me check the model number first. EII 6200. Oh, okay. So if the problem is related to firmware, unfortunately there is no update for this model number EII 6200 and the support.
04:00
Speaker 1
Okay. Okay. Alright. Thank you. That's all I needed to know. It's time to buy a new mouse. More up to date. Alright. Thank you. Where to get a Linsky at Walmart no more. So where do I go to buy a Linsky besides the internet? Okay. Alright. Thank you. Okay.
05:00
Speaker 2
Baltimore this ended 2022. you can try uh... in Amazon you can try Amazon mmm alright thank you take care