V2 Rubric Detail — 02232a42-7f92-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 14:40
Duration
23m 54s
Contact
502-382-6593
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#EOS00137076
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: EA7300 No Internet
⚠ 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

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.7% (-5.3)

V2 Grader Summary

The agent provided technically accurate guidance for a legacy EA7300 router, correctly directing the user to the local web UI (192.168.1.1) and providing correct password hints. However, the agent failed to follow the mandatory ISP/Modem diagnostic process (direct modem test) to isolate the 'no internet' cause. The interaction resulted in a partial resolution as the user reached the setup page, but connectivity was not verified.

V1 Case Analysis

Customer reports EA7300 shows solid white LED but no internet after reset; unable to access router UI. Agent identified legacy status, guided to web UI via 192.168.1.1, suggested default password 'admin' or label password, and sent email with steps. No successful access confirmed. Issue unresolved.

Troubleshooting Steps
  • Performed hard reset of the EA7300 (reset button held ~15–20 seconds).
  • Guided customer to connect to the default Wi-Fi SSID.
  • Instructed customer to open a browser and navigate to http://192.168.1.1.
  • Provided default admin password suggestion (admin) and mentioned using the Wi-Fi password from the label.
  • Sent email with step-by-step setup instructions.
Key Observations
  • Agent correctly identified the EA7300 as a legacy model with expired support and adjusted support path accordingly.
  • Provided technically accurate instructions: correct local IP (192.168.1.1), correct default admin password guidance, and proper access method via web browser.
  • Communication was fragmented and confusing, especially when instructing the customer to 'look for the search bar on your monitor' instead of the browser's address bar (transcript [19:00–20:00]).
  • Failed to confirm whether the customer successfully accessed the router UI before ending the call.
  • Did not offer paid support or escalation path despite expired warranty, but provided self-help via email — acceptable per policy.
Positive Highlights
  • Correctly identified the EA7300 as a legacy model with expired support (transcript [05:00]), aligning with KB guidance on end-of-life products.
  • Provided the correct local access URL (192.168.1.1) and accurate default admin password options (admin or Wi-Fi password from label) per universal_password_login.md.
  • Collected customer name, email, model, and serial number (transcript [01:00–02:00]), fulfilling basic protocol requirements.
  • Sent an email with troubleshooting steps, offering a valid self-help path for an out-of-warranty device.
  • Correctly advised that the Linksys app cannot be used after a factory reset on legacy models, consistent with KB guidance.
Agent Errors / Gaps
  • Poor communication clarity — at [19:00–20:00], instructed customer to 'locate the search bar on the very most lower part of your monitor' instead of the browser's address bar, causing confusion.
  • Did not verify that the customer could access the router's web interface before concluding the call.
  • Did not provide a clear follow-up plan (e.g., callback window) after sending the email.
  • Repeatedly used filler words ('um', 'uh') and fragmented speech, reducing clarity and professionalism.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer to router setup page after reset and provided correct login hints, but did not confirm internet connectivity or complete setup; resolution was initiated but not verified.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent had customer perform factory reset, check LED status, reconnect to default SSID, and attempt access to 192.168.1.1; however, skipped critical steps like verifying modem functionality or WAN connection status.
R3 Met Correct resolution path conf 95%
Agent correctly identified EA7300 as legacy with ended support (per KB policy) and offered best-effort troubleshooting via email and live guidance, aligning with OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (no internet despite connection, solid LED) and asked about reset duration, but failed to probe WAN status, modem health, or perform direct ISP isolation test as required by universal_isp_modem_diagnostics.md.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent relied on verbal diagnostics and browser access. While appropriate for a legacy device, the agent failed to use the 'Direct to Modem' test (universal_isp_modem_diagnostics.md) which is a critical diagnostic tool for 'no internet' symptoms.
T3 Met No misinformation conf 95%
Correctly directed to 192.168.1.1, advised admin or label password for login, and accurately described post-reset behavior; all technical info consistent with universal_password_login.md and universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Call opened with greeting and name, but numerous silences, fragmented flow, and lack of clear agenda-setting reduced control; agent recovered but pacing was inconsistent.
C2 Partially Met Confirmed understanding conf 85%
Used plain language and attempted step-by-step guidance, though 'search bar' instruction caused confusion; adapted slightly when customer struggled but could have simplified further.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, followed through on email commitment, and stayed on hold; demonstrated full ownership despite device limitations.
O2 Met Proactive follow-through conf 90%
Clearly stated email would be sent with instructions, setting a specific next step; customer acknowledged and accepted this path forward.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact — no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within agent’s scope given legacy status and self-help path available.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but did not explicitly acknowledge moving stress or frustration; minimal empathy shown, though tone remained professional under difficulty.
X2 Partially Met Tone & rapport conf 80%
Maintained steady pace and stayed engaged despite customer’s device issues and hold; responded to confusion with repetition, though could have better matched customer’s urgency.
X3 Partially Met Overall experience conf 85%
Required customer to source a computer and perform multiple manual steps, increasing effort; however, this was unavoidable due to legacy device constraints and lack of app support.
Call Transcript40 turns · 44 lines
Speaker 1
I don't know. I just moved and I'm trying to get my router. I'm trying to get my Wi-Fi set up again. I have internet according to the modem, but I can't, I can't get internet on my router. Yes. Spectrum. [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help you? [silence] So, uh do you have the same, um, internet service provider on that new location? [silence] And that is [silence] Okay. [silence] Oh, by the way,
00:00
Speaker 1
Yeah, the model number is E-A-7300. Yes, it's 109 T as in Tom 10 S as in Sam 038 10 115. [silence] I'm not sure. It's my first time in a long time.
01:00
Speaker 2
the model number and the serial number of your Lincoln devices? Just even the main one. Can I also please have its serial number? Okay, thank you so much. Okay. Uh-huh. And now by the way, sir, is this your first time uh calling Lincoln's technical support? Okay, I see. Actually, able to see or pull up any record using the phone number or is it the serial number? So, For this one, sir, let me just go ahead and create a record for it. For this one. Can I please have your first name and your last name? Okay. Thank you so much Adam. And can I also please have your active email address? [silence] Okay. Thank you so much. So, what have you done so far, by the way, Adam? On the, on the router?
01:00
Speaker 1
reset button. Now the light is not flashing anymore. Um, but it still won't load anything. Like I'm trying to connect them off of it. Um, like 15 seconds. Like the Lincus, uh, Lincus light. It says Lincus. It's white and it's lit up solid. It was flashing earlier. I've got it to stay solid now.
03:00
Speaker 2
I certainly hope so. Um, you mentioned earlier that you reset it already the router, so for how long did you press and hold the reset button? Okay, thank you so much. Can you see any LED light coming from the router? Uh-huh. Okay. Oh, okay. Okay, now it's solid. Can you double check if you can see it's default Wi-Fi name?
03:00
Speaker 1
Um, is the Wi-Fi name as what you said? It's - it's, yes. Yes, I'm connected to it on my phone. Uh, correct. Well, it doesn't say no internet, but like, it won't load, like my phone won't load anything. Say what? [silence]
04:00
Speaker 2
of your EA 7300, that should start with Linksys. Yeah, yeah, can you see it from your phone or from any devices? Okay. I can, okay, so you're connected to the default Wi-Fi name, but it says no internet. Or okay. Okay, and by the way, the the internet source on that new location, ah yeah, so the internet source of that new location, are you using a modem? from the Internet service provider or OK. OK give me a one moment. OK let me just check this one OK. So here's actually the thing about your router is that the EA7300 that you have it's actually one of our legacy router and the technical support for this router actually ended last 5-15-2025. So that was already a year ago. So the only thing that I can do to help you with this concern is sending you an email.
04:00
Speaker 1
Okay. Okay. Okay. Can you can you help me with this? I'm I'm I've I've downloaded the app and I've logged into the app and it tells me you haven't added a router to your account. And it says add existing router or set up a new router. When I try to do either one of those, it acts like it can't find it. [silence]
06:00
Speaker 2
um [silence] all of the troubleshooting steps that you need. um [silence] so I'll be sending the email to the Brown12.com [silence] uh yeah [silence] mhm [silence] regarding uh [silence] So in regards with uh setting up again the router since you have uh performed on resetting it. So you cannot use the app for that one anymore because of some updates.
06:00
Speaker 1
okay Um Yes, let me stand by one. But that computer's not going to be connected to the internet. Uh, I think online. [silence]
07:00
Speaker 2
and then and then you know this router that you have since this is as what what we have mentioned earlier this is already part of our legacy router so it's already behind with all of the updates that was actually already happening so you can only set this one up if you can access the router setting on using a web browser I can walk you through on that thing uh do you have an available iPad or a computer right now uh the computer that you have can it work with an ethernet cable or only wireless?
07:00
Speaker 1
Wireless. Okay, give me a second here. [silence]
08:00
Speaker 2
Yeah, that's okay. We can we can definitely use that one. With or without an internet connection, we can still access the router settings of your Linksys router. [silence]
08:00
Speaker 1
Okay, give me one second. I get logged on this computer here. Are you still there? Hello? [silence] Okay.
09:00
Speaker 2
Ah, yes, I'm still here. Yeah, I'm still here.
09:00
Speaker 1
Uh, okay, I, uh, I can't get on this computer, so, uh, guess, uh, guess I don't have, uh, I don't have an extra device. I'll get my phone. Okay.
10:00
Speaker 2
okay. you might actually go and encounter, or you might having a hard time doing it, because, you know, phone is kind of small and you need to zoom it in and out just to navigate on the web browser. But if you can actually, or maybe later on, if you can have an available device or an iPad or maybe, let's say, a computer, or that computer could might actually work later, then you can absolutely use it. And then I'll be sending you all of the troubleshooting instructions of what are the things that you can perform on your EA 7300 and then, aside from that one, I'll be also sending you the link on how you can access it on a
10:00
Speaker 1
Okay. Could you, could you, can we try? Can you try to talk me through it on the phone? Okay. Oh, hold, hold on. I might, this is my wife calling. I'm not giving, see, can I put you on hold? She's gonna help me get on the computer here. Okay, you still there?
12:00
Speaker 2
absolutely
12:00
Speaker 1
Okay, I am a I have a computer I'm on a computer. Okay. All right, should be, Yep, I'm connected. Okay. And top type in what now? Just type in one nine two.
13:00
Speaker 2
[silence] okay [silence] i can you make sure that [silence] the computer is already connected to your [silence] EA7300 network [silence] okay [silence] you are connected now on the [silence] uh open a browser [silence] and then on the address bar or on the URL bar type in [silence] try using the 192 [silence] 168 [silence]
13:00
Speaker 1
Okay, okay, okay, nothing's happening. I mean it's like the circle's like spinning like it's trying to load but nothing's happening. Uh, about two feet.
14:00
Speaker 2
192.168..1.1 and then just press enter. Um, how far is this computer from your EA7300? [silence]
14:00
Speaker 1
[silence] It doesn't look perfect. I could hotspot my phone.
15:00
Speaker 2
Okay, that's absolutely quite close. On this computer, can it work with an Ethernet cable? Okay. So, as of the moment, you don't have any active Wi-Fi connection, or maybe a hotspot connection that is currently working. Okay. I don't know. Uh, that's actually the thing that we need to make sure that we turn it off because, uh, we need to make sure that this device can only, uh, recognize the signal or the Wi-Fi connection coming from the EA7300, not on the other, um, you know, available network.
15:00
Speaker 1
OK, yeah, nothing like that is on right now. Yes. It says, connected, strong signal, no internet. It says, this site can't be reached. Would you like to hold down the reset button again? OK.
16:00
Speaker 2
and the computer is still connected to the uhrcis router so like right now the 192168 that one dot one is not doing anything can you try resetting again that router yeah yes press and hold its reset button for like 20 seconds instead of uh
16:00
Speaker 1
Okay. Okay. I'm doing that now. [silence] Okay. [silence] Okay, now the link is light is flashing on the router.
17:00
Speaker 2
instead of 15. Okay? Okay. So give it at least a minute or two, so that, um, it can boot up itself. And then, um, after that, uh, try reconnecting the computer again.
17:00
Speaker 1
It is a Windows computer. What did you tell me to do though? I need to know your operating system. OK. [silence] [silence]
18:00
Speaker 2
to your EA 7300, and then try opening again the browser, by the way, what computer are you using? Are you using a Mac computer or a Windows computer? Okay. Uh let's just wait for at least a minute or two. And then uh try again on your computer, try looking again for the uh Wi-Fi network of your EA 7300, please.
18:00
Speaker 1
Okay. It's not showing up right now. [silence] Okay, now it says connected.
19:00
Speaker 2
Okay. Can you turn off the Wi-Fi connection from your your computer? Just toggle it off and on. Okay. Now it says can, connect now, try opening again a browser. Ah, yeah, but, but before proceeding on the browser, Adam, can you please locate the search bar that is on the very most lower or, or on the lower part of your monitor, please? There should be a search bar that has a magnifying glass.
19:00
Speaker 1
Okay, so sorry, what did, what am I doing here? [silence] I.
20:00
Speaker 2
[silence] since you're using a Windows computer. uh-huh it okay. uh look for the search bar on your monitor, it's on the very most lower part, so the words search and then the magnifying class. Oh, okay. The Chrome booked OK. So, yeah, let's go ahead and proceed to the browser instead. OK, now on the address bar or on the URL bar, type again the 192.168.1.1, and then just press enter or just proceed on that one. OK, what are the other things that you could see? [silence].
20:00
Speaker 1
Silasownnetwork will be online in just a few minutes. Click next to continue. Okay. Okay. Okay. Okay.
22:00
Speaker 2
Okay. So yeah, uh you are now almost there, so just click continue or next so that you can go ahead and set up your EA7300 from that page, okay? So, if it will going to ask, sir, for an admin password, uh just for a hint on that one, since you just reset the router. You can try using the word admin that's A D M I N all lowercase or use the Wi-Fi password that you can see under the router, okay? So, and also, I just sent you an email with some of the troubleshooting that you can also perform. So
22:00
Speaker 1
Okay. Okay. Okay. Thank you. All right. We think. Bye. Thank you. I
23:00
Speaker 2
Yeah. So would there be maybe anything else that I could help you with? unfortunately sir no because for this router sir the technical support of this router has been already expired you know since May 15th of 2025. So the only way that I can help you is by that one on the router I mean on the web browser at least you are almost you know there and you are able to connect the computer to the lynx router and you are already on the part where you can set up again their other that is the only thing that I can help you with this one. Thank you so much as well sir. You do have a wonderful day okay. Bye bye for now.
23:00