⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any diagnostic troubleshooting and gave a blanket recommendation to replace the router without attempting to resolve the issue.
V1 Rubric Scores
Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)
V2 Grader Summary
The agent did not perform any troubleshooting for the 'no valid IP configuration' error, incorrectly labeled the router as defective, and only suggested purchasing a new device. No diagnostic steps, tools, or empathy were provided, resulting in an unresolved issue and a clear avoidance of proper support.
V1 Case Analysis
Customer (Hilbert) reported no valid IP configuration and no default gateway on EA6350. Agent misnamed customer, fabricated serial number, collected correct model/serial, but performed zero troubleshooting. Incorrectly claimed device is defective and end-of-life. No resolution provided.
Troubleshooting Steps
None recorded.
Key Observations
Agent misidentified the customer as 'Ronald' despite being told 'Hilbert' at [02:00].
Agent fabricated a nonsensical serial number and email address before the customer provided real details [03:00].
Agent failed to perform any standard troubleshooting for a 'no IP address' issue, such as power cycling or checking modem connectivity.
Agent incorrectly attributed lack of IP address to hardware defect without any diagnostic steps.
No warranty status was confirmed, and no support options (paid support, KB, remote access) were offered beyond replacement.
Positive Highlights
None recorded.
Agent Errors / Gaps
Misnamed the customer (called Hilbert 'Ronald') [02:00], indicating poor listening and attention to detail.
Fabricated a serial number and email address before the customer provided real information [03:00], which is a serious protocol violation.
Failed to perform any troubleshooting steps for a 'no valid IP configuration' issue, violating standard diagnostic flow.
Incorrectly claimed the EA6350 is defective solely due to missing IP address, which contradicts KB guidance and demonstrates technical inaccuracy.
Did not verify warranty status or offer appropriate support paths (paid support, self-help KB, or escalation).
Provided no actionable next steps beyond purchasing a new router, leaving the customer without resolution.
Failed to access or reference any KB article for 'no valid IP configuration' or 'no default gateway' issues.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent concluded the router is defective and recommended replacement without resolving the IP configuration issue or attempting any fix.
R2Not MetDiagnostic thoroughnessconf 97%
No troubleshooting steps were performed (e.g., power cycle, check connections, verify modem status); agent immediately declared the device defective.
R3Not MetCorrect resolution pathconf 95%
Agent correctly identified the device as end-of-life and out of support, but failed to offer best-effort troubleshooting (e.g., factory reset, firmware reflash, or configuration check) before recommending replacement.
Technical Accuracy
T1Not MetTechnically accurate infoconf 100%
Agent failed to identify symptoms or ask diagnostic questions. Per universal_isp_modem_diagnostics.md, the agent should have isolated the issue by testing the connection directly at the modem or checking WAN status in the web interface before concluding the router was defective.
Agent did not use any KB resources or tools. The scenario clearly required the diagnostics outlined in universal_isp_modem_diagnostics.md (Step 1: Test connection at modem) to determine if the 'no valid IP' issue was ISP/Modem related or Router related.
T3Not MetNo misinformationconf 100%
Agent claimed that a lack of default gateway or IP address means the device is 'already defective.' This is contradicted by universal_isp_modem_diagnostics.md, which shows that 'Disconnected' WAN status often requires manual configuration (PPPoE, Static IP, VLAN) or is an ISP/Modem issue, not necessarily a hardware defect.
Communication
C1Not MetClear & professional languageconf 94%
The interaction lacked clear framing, step‑by‑step guidance, and the agent abruptly ended the call after a recommendation.
C2Not MetConfirmed understandingconf 95%
Agent mis‑spelled and mis‑read the serial number, causing confusion, and did not adjust language to the customer’s level.
Customer Ownership
O1Not MetOwnership & empathyconf 94%
Agent did not take ownership of resolving the issue; they simply advised replacement and did not follow through with any action.
O2Not MetProactive follow-throughconf 96%
No next steps, timelines, or follow‑up commitments were given.
O3Not ApplicableClosure confirmationconf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 94%
Agent chose not to escalate despite not performing any troubleshooting; escalation would have been appropriate to obtain higher‑tier assistance.
No escalation was performed, and none was documented.
Customer Experience
X1Not MetCustomer effort minimisedconf 95%
Agent offered no empathy or acknowledgment of the customer’s frustration; the tone was purely transactional.
X2Not MetTone & rapportconf 94%
Agent did not adapt to the customer’s confusion over the serial number and did not check for understanding.
X3Not MetOverall experienceconf 95%
Customer had to repeat the serial number and clarify; the agent created unnecessary friction by mis‑reading it.
Call Transcript13 turns · 13 lines
Speaker 2
welcome to supported 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 link this 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 specialists 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
Yeah, I'm having a problem with my Linksys AC 1200 router. And it's giving me an error message of no valid IP configuration. And no default gateway is available.
01:00
Speaker 2
you can also connect with other users for tips and guidance at at reddit.com, R slash admin. Hi, thank you for calling. This is Serene. How can I help you today? Okay. So if there's no valid IP address or a default gateway detecting on the settings, when you do a command prompt, so it's possibly a defective. But, of course, let me just gather your information too, including the router information to create a record here in our end. May I know your first name and last name?
01:00
Speaker 1
Hilbert.
02:00
Speaker 2
S-H. Uh-H-I-L-L-L-I-P. Halbert. Okay. And your call-back number? And your email?
02:00
Speaker 1
Pardon? one. Hmm. I don't see my serial number here. Hold on.
03:00
Speaker 2
Okay, let me just spell it for you right quick. So it is M-E-a-R-O-N-A-L-D-H-I-L-B-E-R-T.com. Okay, so M-E a R O-N-H.O-L-BE-R-D.com. And how many linksers router do you have? How many linksers router do you have? Can you please provide the serial number?
03:00
Speaker 1
Okay. 1 4 Y 1 0 J 0 5 4 0 2 5 7 8. [silence] Douglas Fastnet. Correct.
04:00
Speaker 2
1-4Y for yellow, 1-0J for Juliet, 0-5402578. And the model number?
04:00
Speaker 1
It's uh EA 6350. so more than likely, it needs to be upgraded. Yeah. [ silenced]
05:00
Speaker 2
Okay now before we proceed Ronald. I would like also to set expectation regarding of the status of this router in our end. So as of now, we are no longer manufacture this device and this router reach its end of life and end of support. And if the device doesn't have any default gateway or an IP address, then which means the device is already defective. So I highly recommend that it's time for you to do an upgrade or purchase a new one. Yeah, which means you need to purchase a new one. [silence]
05:00
Speaker 1
All right, thank you so much for your help. All right. Bye bye. [silence]
06:00
Speaker 2
okay thank you for calling us Ronald and have a great day take care and bye for now