V2 Rubric Detail — 0343f2e4-701a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 22:14
Duration
6m 27s
Contact
Renee Alten
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134682
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_Device Reconfiguration

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-23.5)

V2 Grader Summary

The agent correctly identified the EA6350 as end-of-support but failed to provide any best-effort troubleshooting or actionable steps. Despite the device being out of warranty, agents are expected to guide customers through basic setup (e.g., local access, default login, ISP configuration). The lack of empathy, ownership, and structured support resulted in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer needs help setting up old EA 6350 router at rental unit; agent confirmed device is end-of-support but provided no setup steps, KB resources, or escalation—only suggested YouTube.

Troubleshooting Steps
  • Collected model number (EA 6350) and serial number.
  • Confirmed device is end-of-support.
Key Observations
  • Agent correctly identified the EA 6350 as an end-of-support device (transcript [04:00]).
  • No setup instructions or self-help resources (e.g., KB articles) were provided despite the device being unsupported (transcript [05:00]–[06:00]).
  • Agent failed to acknowledge customer frustration or offer empathy after customer expressed difficulty (transcript [05:00]: 'Oh my gosh. all right. so I just got to try to win it huh.')
  • Call ended without confirming whether the customer understood the next steps or needed further assistance.
Positive Highlights
  • Accurately identified the product model (EA 6350) from the customer (transcript [04:00]).
  • Correctly recognized that the EA 6350 is an older, end-of-support device per internal knowledge.
  • Collected both model and serial number as required by protocol.
Agent Errors / Gaps
  • Failed to provide any practical setup guidance for the EA 6350 despite it being a known model with documented setup procedures.
  • Did not offer any Linksys KB resources or suggest checking local access (http://192.168.1.1) for setup.
  • Did not verify or suggest enabling auto-update, checking firmware, or using default login credentials.
  • Did not escalate to paid support or explain eligibility despite mentioning out-of-warranty status.
  • Lacked empathetic communication and failed to manage customer expectations after delivering negative news.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated no resources available and ended call without resolving setup issue or offering any viable path forward.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps taken; only asked for model/serial and dismissed issue without checking connection type, ISP, or basic setup steps.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified device as end-of-support but failed to provide best-effort troubleshooting (e.g., basic setup steps via local access) expected for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptom (router setup difficulty) nor ask relevant diagnostic questions about wiring, ISP type, or login method.
T2 Not Met Appropriate tools / resources used conf 95%
No use of KB articles, local access instructions, or setup guides despite availability of universal setup guidance for EA series.
T3 Met No misinformation conf 97%
Agent accurately stated EA6350 is end-of-support with no current resources — factually correct per product lifecycle policy.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure, framing, or control; agent did not set expectations and abruptly closed after generic suggestion.
C2 Not Met Confirmed understanding conf 95%
Agent used scripted tone without adapting to customer’s expressed frustration or lack of technical confidence.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — offered no follow-up, escalation, or self-service path beyond YouTube search.
O2 Not Met Proactive follow-through conf 96%
No clear next steps provided; 'search YouTube' is not a specific or supported action plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the nature of the request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent dismissed customer’s financial constraint and technical difficulty with a generic response.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt communication style to customer’s emotional state or pace; remained flat and disengaged.
X3 Not Met Overall experience conf 95%
Customer was forced to seek external help instead of receiving internal guidance, increasing effort unnecessarily.
Call Transcript10 turns · 11 lines
Speaker 1
Hi. I can barely hear you. You up a little better.
00:00
Speaker 2
Welcome to, to to to 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.Linkin.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 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. [silence] Hello, thank you for calling Linksys. My name is Isabella. this is your first time calling. [silence] Can you hear me now? [silence] All right. This is your first time calling Linksys. [silence] Technical support. May I have your first and last name, please? And your email, current email, and may I also confirm what is your current phone number? All right, and how many links this device do you have? Okay, does this look like a tower or a box? Does this look like a tower or does it look like a box?
00:00
Speaker 1
Uh-uh. No. Yes, at one location, but I have another location that I want to set up my old router, but I don't know how to do it. No. My mesh is working at one location. I have a rental unit that I'm trying to set up an old router, and I don't know how to set it up. Correct. Yes.
02:00
Speaker 2
Right. Do they look the same to each other? Yes. May I note if they look the same? So, just to confirm, do you have a mesh system? Okay. Okay. So, um, are you calling for the mesh system that you want to set up or the existing mesh that's currently working? Okay. Are you trying to set up just one router? Can I have the serial number please.
02:00
Speaker 1
It is gosh. Hang on. One four Y 20, J zero, 26, 10674. Is that the Mac address number underneath it? I only see a number. It says 686 894 14. Maybe that's on the outside of the bag.
03:00
Speaker 2
and what is the model number? just look for model there's model indicated on the sticker label or the other part of this router could you please confirm it? you see a-6350
03:00
Speaker 1
Yeah. I have an FG number, a Mac number, a FN number. Model number EA 6350. Excuse me. Spectrum? I haven't used them probably over five or six years.
04:00
Speaker 2
Are you looking at the exact router? All right. I see it now. That's the model number. Who's the Internet provider of this location? Who is your internet service provider? Okay. How long have you been using this EA 6350? [silence] I see. Well, this EA 6350, it's a very, very old router. [silence] It's already an end of support device [silence]
04:00
Speaker 1
well, I can't afford a new one and I can't use this like I can't manually set it up myself on the app. so nobody can walk me through on how to set it up. Oh my gosh. all right. so I just got to try to win it huh. [silence]
05:00
Speaker 2
or you can go to YouTube search for how to set up the model number EA 6350. If there are video tutorials, but on our end we don't have any resources for this device anymore. You're welcome, all just for the convenience. Have a great day. Bye-bye.
06:00