V2 Rubric Detail — 065a04b4-7fc4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 20:38
Duration
9m 4s
Contact
204-881-5050
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00137152
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WIFI not working

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall9.2% (-46.8)

V2 Grader Summary

The agent failed to conduct any troubleshooting, provided factually incorrect information about end-of-support status contradicting KB documentation, and offered no resolution path beyond purchasing a new device. Communication was ineffective with long silences, lack of empathy, and no adaptation to the customer's needs, resulting in an unresolved issue.

V1 Case Analysis

Customer reported Wi-Fi loss on EA7157 after Rogers modem change. Agent incorrectly stated device is out of support (claiming end 2025), advised router replacement without troubleshooting. No serial number collected or warranty verified.

Troubleshooting Steps
  • Asked for model number (EA7157)
  • Suggested firmware may be outdated
  • Incorrectly stated device is out of support (support ends 2025)
Key Observations
  • Agent provided factually incorrect information: EA7157 is still supported per KB and receives automatic firmware updates; claim of end-of-support in 2025 is false.
  • No basic troubleshooting performed (power cycle, modem test, cable check, router login at http://192.168.1.1).
  • Failed to collect serial number or verify warranty status when discussing support eligibility.
  • Long silences and poor audio clarity reduced efficiency and customer understanding.
  • Agent misattributed issue to firmware/support eligibility without KB validation or troubleshooting.
Positive Highlights
  • Collected correct model number (EA7157) from customer.
  • Obtained customer email (cland103ashtoncreek@gmail.com) for potential follow-up.
  • Maintained polite tone throughout despite communication challenges.
Agent Errors / Gaps
  • Provided materially false technical advice: EA7157 is not end-of-life and remains eligible for support/firmware updates (ACCURACY failure).
  • Failed to perform basic troubleshooting steps despite clear Wi-Fi connectivity issue after modem change.
  • Did not collect serial number or confirm warranty status when discussing support eligibility (PROTOCOL failure).
  • Misattributed issue to firmware/support eligibility without evidence or KB reference.
  • Poor communication with repeated silences and unclear explanations, leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only suggested buying a new router without resolving the Wi-Fi outage or confirming if the issue was truly unresolvable.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (reset, cable check, firmware verification, ISP test) were performed before recommending replacement.
R3 Not Met Correct resolution path conf 95%
Agent claimed the device's support ends in 2025 and firmware can no longer be updated without verification, failing to attempt best-effort OOW troubleshooting as required by policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (Wi-Fi dropping) and collected model/serial, but did not ask key diagnostic questions (LED status, recent changes, wired connectivity).
T2 Not Met Appropriate tools / resources used conf 94%
Agent claimed firmware could not be updated and support ends in 2025 without verifying via KB or firmware check, skipping a required tool that affected accuracy.
T3 Not Met No misinformation conf 95%
Agent stated the router 'can no longer be updated' and 'support ends 2025,' which contradicts KB documentation that provides firmware update steps for EA series devices.
Communication
C1 Not Met Clear & professional language conf 96%
Call contained long silences, no clear agenda, abrupt transitions, and agent failed to maintain control or guide the interaction effectively.
C2 Not Met Confirmed understanding conf 95%
Agent used vague language (e.g., 'problem may be related to firmware') without explanation, did not confirm understanding, and failed to adapt to customer's hearing/comprehension issues.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent collected information and offered a recommendation (buy new router), but did not follow through with actionable troubleshooting or resolution steps.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timelines, or follow-up actions were provided; customer was left with only the suggestion to purchase a new router.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent did not acknowledge customer's frustration, repeated ISP contacts, or hearing difficulties; tone remained detached and informational without empathy.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer's requests for clarity, persistent audio issues, or emotional state; maintained a static, unresponsive pace.
X3 Not Met Overall experience conf 94%
Customer had to repeat information, was not guided efficiently through basic troubleshooting, and was directed to purchase a new device without exhausting feasible solutions.
Call Transcript16 turns · 16 lines
Speaker 1
Name of, you know, not office. What do I do? took number. I'm going to office. Hello. My name is Shivani. I'm calling from Ashton Crick store, Enderby. We don't have a Wi-Fi here, the links is, Like we have internet with Roger and then the thing, transfers this Wi-Fi, it's giving us a trouble. It's not working.
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. Thanks for calling Linksys. My name is Gerald. Can I help? Yes. Hello. Mhm. Okay. What's the trouble? [silence]
00:00
Speaker 1
Yeah, no, Wi-Fi is not working. Like, there is internet connection. I already talked to Rogers a lot of time. I was just blaming them, but then they came and then they said, like, it's something wrong with the link phase. Yeah, give me one sec. I'll give you that. It will be on the back of modem here. Okay, so what we need here? Serial number. It's okay. So serial number is...
01:00
Speaker 2
Like, or. I see. No internet connection, or it's not. Uh, we'll figure out. What's the serial number model number feeling disseminated? At the bottom of the unit itself. Yeah, the serial number and model number.
01:00
Speaker 1
250, 527 EA 7157 b2. My phone number is. This phone number is from Manitoba. But we are in BC. It's just my phone number is from, oh, Manitoba.
02:00
Speaker 2
Right, thank you. What's the model number? Got it. Okay. Okay. I'll check your phone number right here. You seem to have a record here. Okay. So then the name is under, I'm not sure to pronounce this one, but you can correct me. This is Manitoba. Okay. So I'm just going to use this and tracking. Oh, okay. So.
02:00
Speaker 1
it's C L A N D one oh three Ashton Creek at gmail.com Sivan Irene yeah Sivan ashi V a n I [silence]
03:00
Speaker 2
I may create a ticket for you. What's your email address? One second. What is your first name? Chihuahua, you said? OK.
03:00
Speaker 1
sorry? Oh was working? it's on it's on it's on and off like it was working half an hour ago, fine, and suddenly just stop working. no, it's not working right now.
04:00
Speaker 2
Yeah, when was the last thing? Oh, it's wrapping. Okay. So right now it's not working. Let me check the model here. So EA. Yeah. Yeah. Oh, there you go.
04:00
Speaker 1
[silence] I'm sorry. I can't hear you. Hello. [silence] No, no. I didn't hear. [silence] Let me [silence] Let me [silence] Let me [silence] Let me
06:00
Speaker 2
okay [ silence ] Yeah, I'm not sure if you can hear me. You can hear me okay? Yeah, I can hear now. Uh, is just not it's not clear though, but I can hear you. So, yeah, did you hear what I said? [ silence ] So, so what I'm saying is that problem may be related to firmware, usually when the the problem or the issue is dropping of connection, usually related to firmware and unfortunately, this is one of the things that's not being reported for there. That may be the problem here. The router needs to be reset.
06:00
Speaker 1
go a little out. I can't really hear you. Give me one sec. Hello? Yeah I think it's better now. Yeah what are you, what are you saying? Oh so, so you mean it it, it, it's, it's over or what in 2025? You think that's what could be the reason? Because it was all good till last year, it's just happening now this year. [silence]
07:00
Speaker 2
Sure. So I was saying that again the firmware of this it can no longer be updated and also there will be no future update. So again, problem could be related to firmware. However, that's not the real deal because when I check the model number, it's showing that this device does not have support anymore. End 2025. that means we no longer support this, unfortunately. What I can do, I can send you some troubleshooting tips. Yeah, the life of this and the support ended 2025.
07:00
Speaker 1
Yeah, yeah, because they came to change the modem and after that I start having a problem. So, what we can do now? So, we ask. So we have to buy the new links? So we have to update the rider. Okay. I see. Okay. Thank you so much for your help. I see what I have to do. That's all. Thank you so much for your help.
08:00
Speaker 2
[silence] So probably what happened is that your internet provider Rogers updated their system and this router was not able to catch up with the the latest update of your Rogers. Correct. So it's not able to catch up with the latest technology. I've upgrade the router to latest instead. If you want to stick with Linksys, it will be great. [silence] But yeah, upgrade the router. [silence] have a better resolution for this. Yes, correct. Okay. All right, thank you so much for understanding. You have questions? [silence] All right, you take care.
08:00