⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided proper troubleshooting, offered no solution or escalation, and left the customer without a path forward.
V1 Rubric Scores
Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)
V2 Grader Summary
The agent failed to conduct any meaningful troubleshooting, incorrectly concluded a hardware fault without verification, and offered no resolution, escalation, or next steps. This constitutes avoidance/evasion, leaving the customer's issue completely unresolved despite clear opportunities for diagnosis via admin UI or support tools.
V1 Case Analysis
Customer unable to add a child SPN mesh node; agent gave minimal Wi‑Fi setup guidance, suggested possible hardware fault, no resolution.
Troubleshooting Steps
Guided customer to open Linksys app and rename Wi‑Fi SSID
Prompted creation of a Wi‑Fi password
Asked about node LED status (solid blue) and internet connection
Suggested hardware issue as possible cause
Key Observations
Agent never asked for or recorded the exact product model or serial number.
No proper mesh node pairing procedure (pair button or 5‑press) was followed despite the issue being a child node not joining.
Instructions were vague and often incoherent, leading to confusion.
Call ended without a clear next‑step, escalation, or callback plan.
Positive Highlights
Agent attempted to keep the customer engaged and asked permission to proceed with steps.
Agent Errors / Gaps
Missing model/serial number collection.
Failure to follow the universal_mesh_full_rebuild troubleshooting flow for a child node.
Provided unclear and partially inaccurate guidance on admin password creation.
Did not set a concrete resolution path or schedule a follow‑up.
Poor call control – jumped between topics without confirming outcomes.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Agent stated 'we cannot fix that if it's a hardware issue' without offering RMA, escalation, or resolution path.
R2Not MetDiagnostic thoroughnessconf 90%
No systematic troubleshooting steps performed; agent skipped verification of node pairing, power cycle, or admin interface checks.
R3Not MetCorrect resolution pathconf 90%
Agent identified a potential hardware fault but did not initiate appropriate path (RMA/escalation), violating support protocol.
Technical Accuracy
T1Not MetTechnically accurate infoconf 90%
No diagnostic questions asked, no root cause analysis; agent jumped to 'hardware issue' without evidence.
Failed to use admin UI, logs, or remote tools to verify child node status or pairing, despite clear need.
T3Partially MetNo misinformationconf 80%
Correctly noted admin password can match Wi-Fi password, but overall technical guidance was incomplete and inaccurate.
Communication
C1Not MetClear & professional languageconf 85%
No clear expectations set; agent lost control, provided no structure, and failed to manage call flow.
C2Not MetConfirmed understandingconf 85%
Did not adapt to customer confusion; used vague language without comprehension checks or simplification.
Customer Ownership
O1Not MetOwnership & empathyconf 90%
Abandoned case after suggesting hardware issue; took no ownership, offered no follow-up or transfer.
O2Not MetProactive follow-throughconf 90%
No next steps, timelines, or commitments provided; customer left without direction.
O3Not ApplicableClosure confirmationconf 80%
No prior case history referenced; this was first contact, so continuity could not apply.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 85%
Identified possible hardware fault but failed to escalate to appropriate team, missing valid trigger.
E2Not MetEscalation prep & handoffconf 85%
No escalation executed; therefore, correct team, details, and customer notification were not provided.
Customer Experience
X1Not MetCustomer effort minimisedconf 90%
No empathy shown; dismissed customer concern with fatalistic statement instead of reassurance or action.
X2Not MetTone & rapportconf 85%
Did not adjust tone or pace despite customer confusion; failed to re-engage or clarify steps.
X3Not MetOverall experienceconf 90%
Customer repeated effort in finding app/setup screen; agent added friction by not guiding clearly.
Call Transcript7 turns · 9 lines
Speaker 1
This is link sys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a link as a specialist. It's working. Do you wanna name the Wi-Fi? You can customize the Wi-Fi. Okay, Open the Linksys app. You can go to App Store search for Linksys and then click the Open button. Okay. All right. All right. Yes, allow. We're now doing the setup.
00:00
Speaker 2
yeah, I'm on, I'm on, I'm on SPN right now, yeah. yeah, I want to name it, cuz I don't like this name. how do I helm it? ah. Okay. oh, no. when I reloaded it, it put it somewhere I can't find it. shoot. There, I found it, I found it. Okay. Okay. why again, right? Okay. No, hold on, it says loading a. Setup experience. It came up with a terms and condition screen. Is that okay?
01:00
Speaker 1
Yes, allow. put a check mark in. Yes, it's all good. it it's asking you to create a Wi-Fi password. You can make use of the old name and hold password. That's fine. No. [silence]
02:00
Speaker 2
Oh. Allow. Okay. Okay says connect the router to your modem which it is. Plug additional nodes into power near the router. Yeah the child node's still not. Make sure these successively people. Node light is solid. Checking for internet. Says I'm connected. So it says pick something memorable and secure. Okay.
02:00
Speaker 1
um you can skip that part until you can skip that part okay what are you see now asking for rather password all right quite a new no create a new admin password is different from your what is the password so uh i mean it can be the same though you want to make it the same so it meets the requirements that should be fine
03:00
Speaker 2
[silence] Okay. Now this takes one special character. [silence] It's configuring my Wi-Fi network. Gerald, I still don't understand why their child's not working. It was still showing solid blue.
03:00
Speaker 1
it's really a bad sign because there may be a hardware issue and we cannot fix that if it's a hardware issue. I can.