V2 Rubric Detail — 03c5dcec-7fa0-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:21
Duration
8m 44s
Contact
989-284-2345
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137099
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support EA7450

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall9.9% (-46.1)

V2 Grader Summary

The agent failed to perform any troubleshooting, used no tools, provided technically inaccurate information about end-of-support dates, and did not attempt best-effort OOW troubleshooting. Communication lacked control and adaptation, ownership was not demonstrated, and customer effort was not reduced. The issue remained unresolved with only a self-help article offered.

V1 Case Analysis

Customer reports Wi-Fi shows 'no internet' on iPhone. Router model EA 7450 is out of support. Agent offered self-help article; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the EA 7450 model and confirmed it is out of support based on the support end date (May 15, 2025) — consistent with KB guidance.
  • No standard Wi-Fi troubleshooting steps were performed (e.g., power cycle, LED check, wired test, ISP verification), despite the customer explicitly asking how to determine if the issue was with the router or the building network.
  • Agent assumed the router was the likely culprit without validating upstream connectivity or isolating the issue, which contradicts the recommended troubleshooting flow in the KB (universal_speed_below_plan.md and universal_wifi_connectivity.md).
Positive Highlights
  • Accurately identified the router model (EA 7450) and serial number (32Y20M28A04317) from customer input.
  • Correctly informed the customer that the EA 7450 is out of support and provided a valid reason (end of life and support date) — consistent with Linksys policy.
  • Offered to email a self-help article for connectivity issues, which is an appropriate self-help path for out-of-warranty devices.
Agent Errors / Gaps
  • Failed to perform basic Wi-Fi connectivity troubleshooting (e.g., power cycle, check WAN/Internet LED, test wired connection) as outlined in the KB.
  • Did not verify whether the issue was with the router or the ISP/building network by suggesting a direct modem test or checking other connected devices, despite the customer's clear request for diagnostic guidance.
  • Provided no actionable steps to help the customer isolate the root cause, leaving the problem unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent only offered a self-help article and suggested upgrading the router; no resolution was achieved or confirmed.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed; agent did not ask diagnostic questions or guide customer through checks.
R3 Not Met Correct resolution path conf 97%
Agent correctly identified EA7450 as out-of-warranty and out of support but failed to conduct any best-effort troubleshooting (e.g., restart, cable check) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms beyond customer's statement, asked no relevant diagnostic questions, and did not determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, diagnostics, logs) were used; basic checks like power cycle or LED status could have been performed but were not.
T3 Not Met No misinformation conf 98%
Agent provided incorrect end-of-support date (May 15, 2025) and claimed it was 'last year' during a 2024/2025 call, which is logically contradictory and unsupported by KB.
Communication
C1 Not Met Clear & professional language conf 94%
Agent did not frame interaction, set expectations, or manage call flow; multiple silences and lack of structure indicated loss of control.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language but failed to confirm understanding or adapt to customer's repeated confusion about router vs. ISP issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent offered only a self-help article via email and closed case without taking ownership of diagnosing or following through.
O2 Partially Met Proactive follow-through conf 91%
Agent committed to sending a self-help article but gave no timeline or confirmation of delivery, leaving follow-up incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope but not pursued.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent said 'thank you' and 'take care' but did not acknowledge customer frustration or repeated effort; minimal empathy shown.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer's pace or emotional state — customer repeated information multiple times and expressed uncertainty, but agent did not slow down or rephrase.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number, name, and email multiple times due to agent errors in transcription and verification, increasing effort unnecessarily.
Call Transcript16 turns · 16 lines
Speaker 1
Hi, I'm having um Wi-fi issues and I'm trying to figure out if it's my personal Linksys router or if it's uh the, the, the building's ethernet cable, whatever. Um, so how, how would I go about figuring out if it's a problem with my Linksys router? [silence] Yes. One second. Okay. Serial number is
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while and of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Thank you for calling Linksys. This is Ice. How can I help you? What is [silence] Serial number of your Logis adapter?
00:00
Speaker 1
Yes, correct. United States, correct. Maddie M.A.D.D.I.E.
01:00
Speaker 2
All right, uh, say again, the serial number is 32 Y for yellow, 20, M for Mike, 28 A for Apple, uh, 04317, is that correct? Uh, All right. So your Linksys router is model EA 7450 and this is the only Linksys router you have. All right. I'll create a first record for you, uh, may I have your name?
01:00
Speaker 1
Yeah. Yeah, steedery. S-T-E-E-D-R-E-E. Yeah. Yeah, correct. Yes. Okay, Yep, it's emg and then my last name S-T-E-D-R-E-E or four at gmail.com.
02:00
Speaker 2
My name is Maddie. Maddie, can you tell me your last name? S-T-R-E-D-E-A. Stredy. Thank you, Maddie. Uh, what about your email address, Maddie?
02:00
Speaker 1
Nope in V E G for graces, yes, correct, Yep. Position, they'll, no, yes. Yes, yes, correct. Yep. Yes position. So the the router through the,
03:00
Speaker 2
[DOWNWEIGHT] Alright. M... T for Thomas. All right. And then S for Sam, T for Thomas, E for Echo, D for David, R for Rose, Y for Yellow. Your last name? at gmail Tell me. mgsteg3@yahoo.com. is that your Pull... mgsteg3@yahoo.com. All right. And who's your internet service provider... Maddie?
03:00
Speaker 1
Verizon is mine, but I connect it to my apartments Supernova, um, Supernova free Wi-Fi. So Supernova. Yes. Yes. uh-huh. uh-huh. Yes.
04:00
Speaker 2
Already ended its life on date last November 15, 2023, meaning we no longer lanksys no longer manufacturer or sell this kind of router because it's using an older technology and also its support date ended last May 15, 2025 this last year because meaning we no longer provide any technical support or assistance. What I can recommend is to upgrade your router, but if you still want to use this router because though it's an old router, it's still working. But if you want, if you still want to use it, I can just send you a self-help article with regards to end-of-support links to that article.
05:00
Speaker 1
Okay. I'm sorry. Okay. Okay. I'm sorry. Yeah. Yeah. that makes sense. I mean,
06:00
Speaker 2
Oh some self-help knowledge about some connectivity issues with regards to linksys routers and of the support type of router. So I can send you that via email and best to upgrade your router to the latest linksys router or any brand you want because this router you're using is still using an older technology or Wi-Fi technology. So it could be one of the reason why its performance is not up to par with the latest Wi-Fi technology we have now. But your router is still working. It's just that since it's using an older technology, its performance really is not good compared to other latest router we have today. Okay?
06:00
Speaker 1
the wi-fi is not working, like, if I go into settings on my iPhone, the the ling sis will be there. But every time I click on it, it says no internet connection. So I don't I'm just trying to figure out if that's like a router problem or if that's a wi-fi problem. I mean, if it's a router problem, I'm I'm definitely going to get a new router, but how do I know it's not the wi-fi problem? I'm not sure.
07:00
Speaker 2
[silence] Yeah. Yeah. But if you want to still use it, you can, as I've mentioned, you can just check on the FAQ article that I'll be sending to your email so that you can do some troubleshooting on your router. And if it still doesn't work, it's really a problem with your router. That's the time you can maybe upgrade or buy a new router. But if it still works then, I think you can still use the router because it's still in working condition. It's just that,
07:00
Speaker 1
Uh, okay. Okay, yeah. Okay. Okay. That sounds good. Uh, you too. Thank you.
08:00
Speaker 2
It's, the technology it uses is an older version. So you can first try to follow the self-help article because there is some connectivity issues on that self-help article. You can just follow the guidelines on it to troubleshoot your router, if really it is your issue or maybe it's your internet provider connection that is unstable. Yeah. Thank you for calling Linksys, Maddie. Take care. Have a great one. Goodbye.
08:00