⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion (B) — The agent avoided all troubleshooting and diagnostic processes. Specifically, the agent ignored a documented technical trigger (solid red LED after reset) and violated the OOW standard in the rubric, which requires a real troubleshooting attempt (setup, Wi-Fi, pairing, firmware, factory reset) regardless of warranty status.
V1 Rubric Scores
Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.6/5
V2 Rubric Scores
Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-72.0)
V2 Grader Summary
The agent correctly identified the device as out-of-warranty but completely avoided the required best-effort troubleshooting for OOW devices. Despite the customer reporting a 'solid red' LED (a specific escalation trigger in the KB), the agent provided no technical guidance, resulting in an unresolved case and an auto-zero for Avoidance/Evasion.
V1 Case Analysis
Customer reported dead WHW-01 node (serial 25F13MF37B19878). Agent confirmed model and out-of-warranty status (expired Feb 2023), advised no replacement available, and suggested system upgrade. No diagnostics performed.
Troubleshooting Steps
Confirmed serial number
Identified product model (WHW-01)
Checked warranty status (expired)
Key Observations
Agent correctly identified the model and confirmed warranty expiration.
No troubleshooting steps (power-cycle, factory reset) were performed despite the customer reporting a hardware symptom that requires basic diagnostics per KB.
Agent failed to acknowledge customer frustration or express empathy.
Agent did not follow the Angry Customer Protocol despite customer expressing disappointment ('I was hoping that wasn't the case').
Positive Highlights
Accurate identification of product model (WHW-01) and serial number.
Correctly communicated warranty expiration and replacement policy per Linksys policy.
Efficiently confirmed device details and support eligibility without unnecessary loops.
Agent Errors / Gaps
Did not perform required initial troubleshooting steps (power cycle, factory reset) before concluding hardware failure, violating Step 1 of the universal_escalation_guide.md.
Failed to acknowledge customer frustration or express empathy, missing a key communication expectation in the Angry Customer Protocol.
Did not cite or follow the escalation path for hardware faults, skipping diagnostic steps required before declaring a device dead.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 96%
Agent confirmed no replacement possible and offered no resolution path; issue remained unresolved.
R2Not MetDiagnostic thoroughnessconf 95%
No troubleshooting steps performed beyond asking for serial number; customer's detailed symptom report was ignored.
R3Not MetCorrect resolution pathconf 94%
For an out-of-warranty device, agent should have offered best-effort troubleshooting per OOW standard, but instead only denied support.
Technical Accuracy
T1Not MetTechnically accurate infoconf 98%
Agent failed to apply a logical diagnostic process. The customer explicitly reported a 'solid red' LED after resets, which is a specific trigger for escalation or further diagnostics in universal_escalation_guide.md, but the agent ignored the symptom entirely.
Agent skipped all required KB resources. Per universal_escalation_guide.md, a 'solid red' LED after reset is a trigger to escalate to Linksys. The agent relied solely on warranty status and ignored the technical symptom.
T3MetNo misinformationconf 90%
Agent correctly identified the model as WHW01 and accurately stated the warranty had expired based on the purchase date provided.
Communication
C1Not MetClear & professional languageconf 91%
Call lacked framing, structure, or transitions; agent responded disjointedly and lost control of interaction flow.
C2Partially MetConfirmed understandingconf 85%
Agent used basic terminology but failed to confirm understanding; however, no excessive jargon was used given context.
Customer Ownership
O1Not MetOwnership & empathyconf 93%
Agent did not take ownership — no attempt to troubleshoot, escalate, or offer alternative solutions despite customer need.
O2Not MetProactive follow-throughconf 92%
No next steps, timelines, or follow-up commitments provided; customer left with no actionable guidance.
O3Not ApplicableClosure confirmationconf 99%
Confirmed first contact; no prior history to reference or maintain.
No escalation made and none was clearly warranted — issue was OOW hardware failure, not requiring escalation.
E2Not ApplicableEscalation prep & handoffconf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Partially MetCustomer effort minimisedconf 87%
Agent acknowledged customer’s situation and closed politely, but showed no empathy for frustration or repeated resets.
X2Partially MetTone & rapportconf 86%
Agent maintained neutral tone and did not escalate tension, though failed to adapt to customer's emotional state or pace.
X3Not MetOverall experienceconf 91%
Customer repeated serial number multiple times; agent could have reduced effort by confirming once and proceeding.
Call Transcript9 turns · 12 lines
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, depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal, non-refundable 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 line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
you know? wanted to make sure but it's a little after 2 am yeah you said you wanted to know right yeah I have a failure for you right so technology changes thank you probably were just looking good I don't know if I can replace my Dead Cube what dead cube oh okay well the warranty was over last of course the warranty was over last year so You know, my name is John. My name is John Waslewick and I have the Linksys cube Wi-Fi expander system and one of my cubes has quit working and I I did resets on it. I plugged it into an area where I knew the signal was really good near the router and it actually
04:00
Speaker 2
[silence] Thank you for calling Ingress. This is May. How can I help you?
11:00
Speaker 1
I hooked it up to the router and it would go through its startup functions and then it would just go red and never reconnect. And it didn't matter where I did it or what I did with it, it seemed like it had just plain died. Uh, our house is one that has, uh, it's a tough structure as far as Wi-Fi, and that's why I had one on each level of the house. And I'm just wondering if there's a replacement. I have a serial number if you need that, but I Okay, serial number is 25F13MF37B19878 I [silence]
12:00
Speaker 2
can I have the serial number? yes. okay, I have it here 25 Frank 13 Mary 37 boy 1987 8.
12:00
Speaker 1
8 that's correct. That's correct. That is correct. So you can't you can't you have to upgrade the whole system to do it. You can't get a replacement done. Okay. I was hoping that wasn't the case, but technology moves pretty fast and and so that makes sense, but All right. Well, then I have to just what I may have to do is I might have to look at uh upgrading the whole system at that point.
13:00
Speaker 2
OK, Model number for this device that we're calling for is a W-H-W-01. This is one of our oldest mesh that we released. So, a lot a 322 there. 322. It was purchased year 2022, correct me if I'm wrong. Which we can give a free years warranty to it. So, its warranty already ended last year around February. Per replacement, it's no longer eligible Mhm. Mhm. I see it. I don't know. I'm I'm out. I don't need it. I'm yeah. Okay. Much better choice. So, so that you'll be back in [silence]
13:00
Speaker 1
Okay. Well, I'll make, my, I'll work with my, my, my folks over at best. By way, we're gonna plan through them and I'll work through them and, and see what's available and, what they're carrying and, and, uh, see what we can do. I appreciate your assistance, though. I do. Thank you for that. I just I said I wanted to confirm. I had my hunches. I know I know how technology is moving forward. I had my heavens, but, uh, uh, thanks again and, uh, you have a happy 4th of July. Bye-bye.
14:00
Speaker 2
and warranty, and your device will have already the latest wireless standards. All right. UI 1: what they can recommend? UI 1: all right. UI 2: exactly. We also need to UI 1: thank you so much. UI 2: you too as well. Bye-bye. UI 1: bye-bye.