⚠ 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: Agent provided materially incorrect brand name ('Lynx-Sys') and website ('register.Linxsys.com'), which constitutes a critical failure under T3 and reflects non-adherence to brand accuracy standards (FRAUD or DISCOURTESY equivalent in severity). This is a confirmed agent error, not an ASR artifact, as the misrepresentation was repeated and central to the interaction.
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
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)
V2 Grader Summary
The agent failed to resolve the customer's Wi-Fi password issue, provided factually incorrect brand and website information, and offered no valid recovery path. No troubleshooting, empathy, or ownership was demonstrated. The use of a falsified brand name and domain triggers an auto-zero for critical inaccuracy.
V1 Case Analysis
Customer unable to retrieve Wi-Fi password; agent incorrectly advised router reset as password recovery method and used invalid branding/URLs; no resolution achieved.
Troubleshooting Steps
Asked if customer could access router via 192.168.1.1
Suggested resetting the router to obtain the Wi-Fi password
Confirmed email was sent to bobo.mccoy86@gmail.com
Key Observations
Agent used incorrect brand name 'Lynx-Sys' and invalid URL 'register.Linxsys.com' [00:00, 01:00].
No device model, serial number, or warranty status was collected or referenced [entire transcript].
Agent falsely claimed that resetting the router would retrieve the Wi-Fi password, which is technically incorrect [04:00].
Call ended without confirming email receipt, recovery key method, or offering KB/self-help resources [05:00–06:00].
Positive Highlights
Agent confirmed the customer's email address on file and attempted to validate communication history [05:00–06:00].
Remained polite and attempted to maintain continuity by referencing a prior interaction [02:00].
Agent Errors / Gaps
Used incorrect brand name 'Lynx-Sys' instead of 'Linksys' [00:00, 01:00].
Directed customer to invalid URL 'register.Linxsys.com' instead of support.linksys.com or linksyssmartwifi.com [00:00].
Failed to collect essential product information (model, serial, warranty) despite troubleshooting [all turns].
Provided inaccurate technical advice: resetting a Linksys router does not recover the Wi-Fi password; it erases it [04:00].
Misstated default admin credentials as 'admin' without confirming model or advising recovery key method [01:00].
Did not verify email delivery issues or offer alternative recovery options (e.g., recovery key, app access, KB article).
Allowed call to end without confirming resolution or setting a clear next step [06:00].
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not retrieve or reset the Wi-Fi password; customer ended call without resolution.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps taken beyond suggesting a reset; no model, serial, or firmware verification.
R3Not MetCorrect resolution pathconf 96%
Agent failed to offer Recovery Key method or factory reset as a last resort; incorrectly claimed wired access was the only way.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent misidentified the issue as a username problem, not a forgotten Wi-Fi or admin password.
No escalation was performed and none was warranted for a password-retrieval issue.
E2Not ApplicableEscalation prep & handoffconf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
Agent showed no empathy for customer's frustration over missing email and lack of TV access.
X2Not MetTone & rapportconf 95%
Agent maintained a detached, repetitive tone and failed to adjust to customer's emotional state.
X3Not MetOverall experienceconf 97%
Customer had to repeat missing-email issue multiple times; no streamlined path was offered.
Call Transcript12 turns · 13 lines
Speaker 1
[silence] I didn't really have a working voice[silence] with PCY [silence] I had to call available. My cable is not working. I'm not at home now, so I don't have internet logger here. Are there any internet options available at the campus libraries or student unions?
00:00
Speaker 2
Welcome to Lynx-Sys 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.Linxsys.com. Please have your device's 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. Thank you for calling Lynxies. This is Elhaigne Hopkins. You're referring to the cable modem or to the linkage router? Okay. You've mentioned that you're not at home? Okay, and you're looking for the username for the account? Okay. Um, usually the username you can actually just leave it blank, or admin, A-D-M-I-N. Yes, just Admin all over case for the username.
00:00
Speaker 1
This is not working. I haven't seen TV all week. Yes. Yes.
02:00
Speaker 2
If you will add it, no, if you will go through with the 192.168.1.1 or if you will try to access your Linksys router, if it asks for a username and password, then that's the time that you put the admin. [silence] Okay, let me just pull up any records here. I believe you have tried to contact earlier, right? Am I speaking with Bobby? [silence] Okay, so I'm actually still the same representative man that I've that you've actually talked to earlier. So, um, I think we've already discussed the reason [silence]
02:00
Speaker 1
Yes. So I do want to thank you. You didn't send me an email. You didn't send me an email. I just checked. I just checked. I don't see an email.
03:00
Speaker 2
I did send you an email ma'am I sent you I sent twice the email to the email that you have provided earlier I've sent you last June one and then I've sent you earlier as well I made sure that I sent it to the email that you provided me
03:00
Speaker 1
Yes. What do you want me to do? [silence]
04:00
Speaker 2
Well, [silence] But from what I have laid out earlier, ma'am, the only thing that you need to do is to reset and then set up your Linksys router. [silence] After that one, if you can't reset and then set it up, because that is the only way that you can only get the Wi-Fi password. Since you don't have any computer that can connect wired. [silence] So that's the only option that we have for the Linksys router. But if it's on the TV, we really can't help you out with the TV because you really need to talk to with the with the manufacturer of the TV.
04:00
Speaker 1
I've already talked to them. It's asking for, it's asking for my password for, this is what it's asking for. And I don't know it. Okay. But, I didn't see, I didn't see an email from anybody.
05:00
Speaker 2
So, that's the only option. Yes. That's, that's the reason. That's the reason I laid out to you what the possible options and workaround on how you can retrieve the Wi-Fi password. I've already sent it to your email. All right. You can check your email, then follow the steps.
05:00
Speaker 1
Just the one. Okay. Okay. Okay. Bye. [silence]
06:00
Speaker 2
the email that we have here on file that is Bobo mccoy eight six at gmail.com. is this the one? So this is the only um email that we sent it to. No other email. And then based here in our system, it is already sent. All right. Check your email again, akay? Okay. You take care.