⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent evaded responsibility by falsely claiming device was end-of-support and directing customer to purchase new hardware without performing required troubleshooting steps.
V1 Rubric Scores
Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent failed to perform any troubleshooting, provided technically inaccurate information about the EA6350’s support status, and improperly dismissed the case by recommending a hardware upgrade. This constitutes evasion of support responsibility, warranting an auto-zero under policy B (Avoidance/Evasion). The call was unresolved and delivered no meaningful assistance.
V1 Case Analysis
Customer reports no internet connectivity on EA6350. Agent confirmed model and serial, stated device is end-of-life, and recommended upgrading to MX2000. No troubleshooting performed; issue unresolved.
Troubleshooting Steps
None recorded.
Key Observations
Agent declared device end-of-life at [05:00] without attempting any troubleshooting steps for a reported internet connectivity issue.
No warranty status confirmation or lookup was attempted despite discussing support eligibility.
Agent offered no self-help resources, KB articles, or email follow-up after recommending a new purchase.
Call ended with vague suggestion to 'call back' without scheduling or documenting next steps.
Positive Highlights
Polite greeting and collection of basic contact information.
Did not confirm warranty or support eligibility before recommending a new product.
Provided no actionable steps to resolve the current connectivity problem.
Ended the call without confirming whether the issue was fixed or arranging a concrete follow‑up.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the issue or provide a valid resolution path; instead, advised customer to purchase a new router without troubleshooting.
R2Not MetDiagnostic thoroughnessconf 97%
No meaningful troubleshooting steps (e.g., reboot, LED check, local access, firmware check) were performed despite clear symptoms of connectivity issues.
R3Not MetCorrect resolution pathconf 96%
Agent incorrectly treated the EA6350 as end-of-support and skipped best-effort troubleshooting expected for out-of-warranty devices.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent failed to identify symptoms systematically or ask relevant diagnostic questions (e.g., LED status, device connectivity, speed test).
No tools (e.g., local admin interface, speed test, reboot verification) were used to assess the router’s actual state.
T3Not MetNo misinformationconf 94%
Agent stated the EA6350 is 'no longer manufactured' and at 'end of support,' which contradicts Linksys KB — EA6350 remains eligible for basic support and firmware updates.
Communication
C1Not MetClear & professional languageconf 95%
Call lacked structure, clear expectations, or transitions; ended abruptly after a vague upgrade suggestion.
C2Not MetConfirmed understandingconf 94%
Agent used generic, scripted language without adapting to customer's confusion or checking understanding.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent avoided responsibility by directing customer to buy new hardware rather than attempting resolution.
O2Not MetProactive follow-throughconf 95%
No specific next steps or timelines given — only 'feel free to call us back' after purchase.
O3Not ApplicableClosure confirmationconf 99%
First contact; no prior history to reference or maintain continuity with.
No escalation was made and none was warranted, as the issue was basic connectivity within L1 scope.
E2Not ApplicableEscalation prep & handoffconf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Minimal empathy shown; brief apology did not acknowledge customer frustration or repeated failed attempts.
X2Not MetTone & rapportconf 94%
Agent did not adapt tone or pace to customer’s confused and frustrated state; one-size-fits-all response.
X3Not MetOverall experienceconf 95%
Customer effort increased significantly — forced to consider hardware purchase instead of receiving actionable help.
Call Transcript6 turns · 10 lines
Speaker 1
Yes, I just called spectrum because I go into my home page and then when I click certain things, not everything, I went to ebay.
00:00
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Regina. I'm going to help you today.
00:00
Speaker 1
For Walmart to work, but when I go onto Facebook, it just comes on to a page with an F and it freezes and stays there. Then I went onto another uh website and it just was a black page. It won't connect. And the lady asked me about the yellow cord coming out of my uh modem going to the router. And I said it's all tight and looks good. But she said her end is good. Uh I'm really not sure. All I know is the the plugs are in right. Yes. Yes. Yes. uh Florida. My name is George. And it's my last name
01:00
Speaker 2
Okay. I see. And in short, you doesn't have internet connection coming from the router. But is this your first time calling us for support, sir? And are you calling from United States? Okay. So, me, I know your first name. First name and last name. B-O. And your callback number. And your email. That's george b f h are here at hotmail dot com. And how many links is router do you have sir. Can you please provide a serial number. Yes. Okay. Yes. S slash N. [silence]
01:00
Speaker 1
J like joy, seven. 00,01,6, 981. Yes. All right. Well, I don't know something to write down. That's right. Right. 12-year-old. [silence]
05:00
Speaker 2
okay, thank you for that. So you mentioned earlier that your Internet service provider, George, is Spectrum. And the model number of your linksys router is an EA6350. But now, before we proceed, George, I would like to set an expectation regarding of the status of your Linksys router. As of now, we are no longer manufacturer this one, and I really apologize that this device, um, yeah, reach its end of life and end of support. So I highly recommend that it's time for you to do an upgrade. Yes, you can Now you can actually Look for an MX2000 Yes. Okay, and feel free to call us Back so better to call us So Better to call us back so that we can assist you setting up your newly purchase By your newly purchased router, okay? You're welcome, George and have a great day Bye