⚠ 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: Agent committed a critical failure under 'B' Avoidance/Evasion by stating 'I can't help you' and refusing to provide any support, including best-effort troubleshooting for an out-of-warranty device, which violates core support policy.
V1 Rubric Scores
Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)
V2 Grader Summary
The agent identified the device as out of warranty and immediately dismissed the customer's internet connectivity issue without any troubleshooting, empathy, or escalation. Contrary to policy, the agent falsely claimed no support is available post-warranty and offered no paid support, self-help, or diagnostic steps, resulting in a complete failure to advance the case.
V1 Case Analysis
Customer reports no internet from E5350 router. Agent confirmed device out of warranty but provided no troubleshooting or self-help guidance. Call ended without resolution or next step.
Troubleshooting Steps
Warranty status lookup
Model number confirmation
Key Observations
Agent confirmed the model number (E5350) at [04:00], which supports accurate warranty lookup.
Warranty expiration date was clearly communicated: 'expires last February 8, 2022' [05:00].
No troubleshooting steps were performed despite a clear report of internet loss.
No self-help resources, KB articles, or email follow-up were offered after confirming out-of-warranty status.
Call ended without agent-led closure; customer initiated goodbye.
Positive Highlights
Correctly identified and confirmed the router model number (E5350) from customer input [04:00].
Accurately communicated the warranty expiration date and policy regarding out-of-warranty support [05:00].
Did not provide materially incorrect technical advice, avoiding serious accuracy failures.
Agent Errors / Gaps
Failed to collect serial number despite it being requested in the IVR and relevant for warranty verification [04:00].
Did not perform any technical troubleshooting for a reported internet outage, such as power cycling or checking modem status.
Provided no actionable self-help path (e.g., KB article, email instructions, chatbot referral) after confirming out-of-warranty status.
Failed to create or cite a HappyFox case, leaving no audit trail for the interaction.
Allowed the call to end without agent-led closure or confirmation of understanding.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent did not resolve the lack of internet issue and ended the call without any resolution path, leaving the customer with no help.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were performed — agent skipped basic diagnostics like power cycle, modem check, or WAN status despite the issue being connectivity-related.
R3Not MetCorrect resolution pathconf 96%
Agent stated they 'can't help' due to expired warranty, violating OOW best-effort standard; should have offered paid support or basic troubleshooting steps like power cycle or firmware check.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent asked only for model and serial number, then declared warranty expired — no diagnostic questions about LED status, modem, or connection type were asked.
No tools were used — agent did not guide customer to check local UI (192.168.1.1), run speed test, or verify modem connection, all necessary for internet issue.
T3Not MetNo misinformationconf 94%
Agent incorrectly stated that no free troubleshooting is provided once warranty expires, contradicting policy which requires best-effort OOW troubleshooting.
Communication
C1Not MetClear & professional languageconf 96%
Agent failed to set agenda, lost call control, and ended abruptly after warranty statement without managing transition or closure.
C2Not MetConfirmed understandingconf 95%
Used technical terms like 'warranty expiration' without checking understanding; did not adapt to customer's confusion or emotional state.
Customer Ownership
O1Not MetOwnership & empathyconf 98%
Agent explicitly said 'I can't help you' and did not take ownership — transferred nothing, attempted no fix, and abandoned the case.
O2Not MetProactive follow-throughconf 97%
No next steps, timelines, or follow-up were provided — customer was left with no path forward.
O3Not ApplicableClosure confirmationconf 99%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 96%
Agent failed to escalate despite an unresolved hardware-adjacent issue and customer frustration — escalation was warranted but not initiated.
E2Not MetEscalation prep & handoffconf 95%
No escalation occurred, and agent provided no information about escalation path, team, or timeline — execution was absent.
Customer Experience
X1Not MetCustomer effort minimisedconf 97%
No empathy expressed — agent did not acknowledge frustration, apologize for the situation, or validate the customer's effort.
X2Not MetTone & rapportconf 96%
Tone was transactional and unresponsive to customer's emotional cues; no adaptation in pace or style to match customer's confusion.
X3Not MetOverall experienceconf 95%
Agent increased customer effort by refusing help, forcing repeat contact, and providing no self-help resources or KB links.
Call Transcript7 turns · 9 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 1 now. [silence] For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence] For out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
hello? Hello? Can you hear me? Yeah, I just got off the phone with my internet provider. I'm not getting internet from my router and she said she gave me a phone number to call you. See something to do with the router. [silence]
03:00
Speaker 2
Hi, thank you so much for calling Linksys. This is Trash, I can't help you. Yes, hello sir. Hello? Yeah, I can hear you. I'm so sorry. Hello ma'am, how can I help you? Mmhm. I checked. What is your internet service provider?
what's your router's model number can you tell me what's your router's model number interference uh e5 350 up e5 350 okay can you provide me the serial number please Okay. All right. So as we're checking in our records, ma'am, it shows here that this device is already out of warranty. So the warranty expires last February 8, 2022. And just to set your expectation that once the hardware warranty of the device, um, is already expired, we no longer provide, um, we no longer provide, uh, free troubleshooting or free hardware servicing. And for what's going on? Yes, I have to.
04:00
Speaker 1
Yeah, since since it's at 22, so it's what, it's about four years old, right? Or no. Oh, 20, 20 ya definitely it's six years then. Okay. All right, well, thank you for you, uh, bye bye.
07:00
Speaker 2
I guess yeah it shows here that you purchased this around November of 2020. Yeah so no worries Sam. Thank you for calling Nexus as well.