⚠ 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 — agent refused to perform basic L1 troubleshooting (password reset, factory reset, config access) that is within standard scope, escalating solely to avoid handling the case.
V1 Rubric Scores
Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5
V2 Rubric Scores
Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership3.93/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-46.0)
V2 Grader Summary
The agent failed to perform any diagnostic or troubleshooting steps, despite the issue being within standard L1 scope. By deferring to a callback without attempting resolution, providing no technical guidance, and showing no empathy, the interaction resulted in an unresolved case and constitutes a clear case of avoidance/evasion.
V1 Case Analysis
Customer unable to access router admin with default password; escalated to Level 2 with callback scheduled.
Troubleshooting Steps
None recorded.
Key Observations
Agent did not collect essential device information (model, serial, warranty).
No standard troubleshooting for default password or router login was performed.
Call ended with a callback promise but no verification of issue resolution.
Positive Highlights
Agent remained courteous and offered to re‑escalate the case.
Provided an estimated callback time to the customer.
Agent Errors / Gaps
Failed to gather product details and warranty status.
Did not attempt any password reset or login guidance.
Did not follow the recommended troubleshooting flow for router access issues.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
No resolution was achieved — the customer remained unable to access the router UI or enter static IP settings; only a callback was promised.
R2Not MetDiagnostic thoroughnessconf 97%
Agent skipped all troubleshooting (e.g., verify default password, factory reset) and immediately deferred to L2 without attempting diagnosis.
R3Not MetCorrect resolution pathconf 96%
Issue was within L1 scope (password access, basic config) but agent refused to assist, misapplying 'out of scope' despite no technical barrier to initial troubleshooting.
Technical Accuracy
T1Not MetTechnically accurate infoconf 97%
Agent did not identify root cause of login failure, ask for model/serial, or explore possible causes like incorrect default password or need for factory reset.
No use of KB, remote tools, or diagnostic steps; agent ignored available resources that could resolve password access (e.g., factory reset procedure).
T3Not MetNo misinformationconf 96%
Agent provided no technical guidance — only stated the case was 'out of my scope,' which is procedurally incorrect and misleading.
Communication
C1Partially MetClear & professional languageconf 91%
Agent set expectation of a callback and maintained basic control, but failed to guide interaction toward resolution or manage customer expectations realistically.
C2Partially MetConfirmed understandingconf 89%
Used simple language but did not adapt to customer’s expressed frustration or confirm understanding of next steps beyond passive acknowledgment.
Customer Ownership
O1Partially MetOwnership & empathyconf 92%
Agent avoided transfer and committed to follow-up via callback, showing some ownership, but abdicated responsibility by refusing any troubleshooting.
O2MetProactive follow-throughconf 97%
Clearly communicated next step: 'he will be calling you after an hour' and asked customer to keep lines open.
O3MetClosure confirmationconf 95%
Referenced prior interaction with Paul and checked customer record, avoiding re-asking basic identity questions.
Escalation Judgment
E1Not MetCorrect escalation decisionconf 96%
Escalation was not justified — issue (router login, static IP config) is standard L1 troubleshooting; agent escalated to avoid effort.
E2Not MetEscalation prep & handoffconf 94%
Escalation lacked detail — no symptoms, steps, or findings passed on; customer only told 'he will call,' with no reason or timeline clarity.
Customer Experience
X1Not MetCustomer effort minimisedconf 96%
No acknowledgment of customer’s frustration after a prior failed call; no empathy expressed for repeated effort or access issues.
X2Not MetTone & rapportconf 95%
Agent maintained a flat, procedural tone without matching customer’s urgency or adjusting to emotional state.
X3Not MetOverall experienceconf 94%
Customer was forced to wait indefinitely for a callback instead of receiving immediate help for a basic issue, increasing effort unnecessarily.
Call Transcript8 turns · 10 lines
Speaker 1
Yes. I was on the phone for a couple hours last Tuesday uh with Paul. Um, and, and I.
00:00
Speaker 2
Welcome to link 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? with Paul.
00:00
Speaker 1
either want to talk to him if he's available or somebody else because I'm still having some trouble with my uh brand new linkses. Okay. Yes. okay. okay great. okay thanks. okay sure.
01:00
Speaker 2
hmm I check this one okay Alright I believe I'm speaking with uh Dana Garrett Alright sir let me just uh check your record here and I'll get back to you okay and I will also be checking with the the previous uh level two tech who handled uh your case okay Alright just uh stay on the line sir give me at least two to three minutes uh within this day uh within this day sir so I'll be re-escalating your case and I will ping him again in case that he will not be able to call you but anyway let me just ask him for the ETA when he's gonna call you back uh huh okay okay all right sir all right sir no problem I'll I'll ask him okay sure sure sir [silence]
01:00
Speaker 1
He had told me that I needed contact Spectrum to give them the gateway number of. I knew at least this router, so that they could register the gateway number. And so I called Spectrum and they disagreed. That that would not help, but they gave me a static gateway, static IP address, subnet mask, and DNS server numbers to manually uh put in to the config to manually configure the the router. But the problem is and I thought I could do that because I did I was able to do that at one time or I could get in there to do it. But now when I uh try and get in there, it doesn't allow me to it's asking for a password to get into the router, and I'm using the default password that is on the bottom of the router. And that is not working to be able to access to put these numbers into the, uh, into the router. And so I need help getting these numbers into the new router, accessing the new router to be, to get these numbers in there. And I don't even know if it's, I don't know if it's going to work, but this is what they told me to do.
05:00
Speaker 2
Alright sir, um, oh, no worries sir, uh, since this is already handled by the level two tech, um, this is, um, quite, already out of my scope, uh,
06:00
Speaker 1
Okay. Yeah, just OK, so he should be calling me. OK. OK. All right. Well, hopefully, I'll be here and get it to me. OK, thank you. OK.
07:00
Speaker 2
so I will also spoke with uh Paul regarding the case and he will be calling you after an hour so he just he just actually arrived sir um he's just preparing his tools at the moment okay so after an hour probably um yeah so just uh keep your lines open and um no worries he will be calling you after an hour all right sir all right all right sir you are very much welcome and thank you so much for calling again have a great day sir [silence]