⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
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
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall33.3% (+11.3)
V2 Grader Summary
The customer sought a ceiling- or wall-mounted extender compatible with their existing Linksys mesh system. The agent incorrectly recommended replacing their setup with an MX4200 and third-party bracket, failing to address the actual request. No diagnostic process, tool use, or empathy was demonstrated, and irrelevant data was collected. The outcome remains unresolved due to misalignment with the customer’s need.
V1 Case Analysis
Customer requested ceiling/wall-mounted extender for WHW03 V2 (Velop); agent misidentified product as EA series and incorrectly recommended MX4200 router instead of extender. No valid solution provided.
Troubleshooting Steps
Collected serial number
Collected model number (WHW03 V2)
Misidentified product family as EA series
Recommended unrelated MX4200 router
Key Observations
Agent misidentified WHW03 V2 as EA series despite correct model being provided [08:00].
Recommended MX4200 router instead of an extender, failing to address the core request [12:00].
No KB-consistent extender options (e.g., RE6350, RE7000) were provided, despite their suitability for ceiling/wall mounting and hardwired backhaul.
Agent continued requesting personal information after customer declined [07:00].
No KB reference, email follow-up, or self-help path was offered despite the unresolved request.
Positive Highlights
Agent maintained a polite and professional tone throughout the call.
Collected serial and model number as required.
Agent Errors / Gaps
Incorrect model family identification (EA series instead of Velop/WHW) despite correct model number provided.
Wrong product recommendation (MX4200 router) for an extender use case; MX4200 is a router, not an extender.
Failed to recognize that RE series extenders (e.g., RE6350, RE7000) are designed for wall/ceiling mounting and support hardwired backhaul (KB: adjacent_device_setup_scenarios.md).
Did not provide any KB-consistent product options or technical guidance.
Misrepresented third-party mounting bracket as a valid solution for a hardwired ceiling extender.
Did not offer any follow-up path (email, KB article, or escalation) despite the unresolved request.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Customer asked for a ceiling- or wall-mounted extender compatible with existing Linksys towers; agent recommended purchasing an MX4200 router and third-party bracket, which is a full replacement, not an extender solution.
R2Not MetDiagnostic thoroughnessconf 90%
Agent did not ask any relevant diagnostic questions about the customer’s existing setup, mounting needs, or compatibility requirements before suggesting a new router.
R3Not MetCorrect resolution pathconf 90%
Agent suggested a full mesh router (MX4200) as a mounting solution instead of identifying a compatible extender, misaligning the resolution path with the actual request for an add-on device.
Technical Accuracy
T1Not MetTechnically accurate infoconf 90%
No logical diagnostic process was followed; agent collected serial/model info unrelated to the query and skipped identifying the root need: a compatible mounted extender.
Agent did not consult any KB, product catalog, or compatibility guide to verify if Linksys offers ceiling-mounted extenders or which models support third-party mounting.
T3Partially MetNo misinformationconf 85%
While MX4200 can be mounted via third-party bracket, this does not make it an extender; the guidance is technically feasible but contextually incorrect for the request.
Communication
C1Partially MetClear & professional languageconf 80%
Agent maintained basic call flow and gathered information but failed to clarify the customer’s intent, resulting in a misdirected recommendation.
C2MetConfirmed understandingconf 90%
Agent used clear, simple language and spelled out model number (M for Michael, X for x-ray), adapting communication for clarity.
Customer Ownership
O1MetOwnership & empathyconf 90%
Agent stayed on the case, did not transfer, and attempted to provide a solution without deflecting responsibility.
O2MetProactive follow-throughconf 90%
Agent provided a specific next step: purchase MX4200 and third-party mount from Amazon, giving a clear action path.
O3Not ApplicableClosure confirmationconf 100%
No prior interaction history; this was the first contact, so continuity could not be assessed.
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1Not MetCustomer effort minimisedconf 90%
Agent showed no empathy or acknowledgment of customer frustration; tone remained transactional despite customer repeating their request.
X2Not MetTone & rapportconf 85%
Agent did not adapt to customer’s repeated attempts to clarify; continued pushing unrelated data collection instead of focusing on the core need.
X3Not MetOverall experienceconf 90%
Agent asked for serial number and model details irrelevant to a product compatibility question, increasing customer effort unnecessarily.
Call Transcript6 turns · 10 lines
Speaker 1
Hello. I'm in the UK. I use Gigaclear with a hard wire into the house. I have Linksys routers, the towers, and I want to put a ceiling. Do you have a-- I don't know which of your products or a ceiling or a wall mounted extender that I can link to a tower by a hard wire. Is there an extender? Yeah. Um, that's not relevant. I'm asking your information as to what I could buy that's that is compatible with the Linksys
06:00
Speaker 2
Hi this is Jean from Linksys technical support. How can I help you today? Hello mmhm [silence] okay so you're planning to purchase a new router let me I know your first name and last name sure.
06:00
Speaker 1
No, no, I don't need that, thank you. What I want to know is which of your adapters are ceiling mounted or wall mounted? No, I don't need that, thank you. Um, what I want to know is, is what for the room? Yeah, okay. 33B.
07:00
Speaker 2
Okay, but would you like me also to continue gathering your information including your router information to create a record here in our system? Okay. And uh how many Lynch's devices do you have there? Do you have a Lynch's router or four? Hook and then can you please provide the serial number of the main router?
07:00
Speaker 1
20601 alpha zero zero seven nine seven Okay. Did you get that? [silence] W H W zero three V two Yes. Clear.
08:00
Speaker 2
Okay. Can you please provide the model number and where did you purchase your Linksys devices? Are they provided by your dida clear? Good. So you mentioned earlier that your Linksys router which are the child nodes are all EA series. Is that correct? That's fine. We'll pause until will `that'll just give me the two to three minutes to do that. Okay, so thank you for patiently waiting, Sue. Uh anyway, you can actually purchase an MX4200. So M for Michael, X for x-ray 4200 which comes from a third-party mount bracket and you can purchase it from Amazon. Okay. Uh Go ahead, yeah. Is there anything else that I can help you with? [silence] Yeah, MX 4,200. Yes. Yes. And the mounting bracket sure is available from a third party. Which you can buy on Amazon. Sorry. Thanks for calling, and just feel free to call us back if you have further assistance, okay? So have a great day and take care. Bye.