V2 Rubric Detail — 0a6da66a-7c5d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 12:44
Duration
6m 37s
Contact
828-429-7566
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

Agent declared EA7300 end of support, refused troubleshooting or escalation, provided no working solution, and demonstrated no ownership or empathy. Technical claims about lack of support were contradicted by KB, confirming inaccuracy. Customer remained without internet and received only a suggestion to buy new router.

V1 Case Analysis

Customer (Cindy) reported EA7300 router with solid green and flashing yellow light, no internet. Agent acknowledged model but incorrectly stated it is end-of-life and unsupported, refusing further troubleshooting. No self-help, escalation, or paid-support path provided. Call ended with recommendation to purchase a new mesh system.

Troubleshooting Steps
  • Asked for model number (EA7300)
  • Suggested factory reset
Key Observations
  • Agent incorrectly stated EA7300 is completely unsupported due to end-of-life status. KB does not support this claim; basic troubleshooting, paid support, and escalation are valid paths for legacy devices.
  • No warranty or serial number verification was performed, which is required before declaring support ineligibility.
  • No modem or WAN status check was performed, missing a critical troubleshooting step per `universal_isp_modem_diagnostics.md`.
  • No self-help resources (e.g., KB articles, firmware update instructions) were provided despite the customer's clear need for assistance.
  • Agent failed to acknowledge customer frustration or offer empathy, particularly at [05:00] when the customer expressed dissatisfaction with Linksys' support policy.
Positive Highlights
  • Polite greeting and clear identification of agent name (Van) at [00:00].
  • Correctly identified the product model (EA7300) from customer description at [01:00].
  • Suggested factory reset as a valid initial troubleshooting step.
Agent Errors / Gaps
  • Incorrectly stated that EA7300 cannot be supported at all. KB (`universal_escalation_guide.md`) explicitly allows paid support, escalation, and self-help for out-of-warranty devices. This is a material accuracy error.
  • Failed to follow protocol for legacy devices: no warranty lookup, no paid-support offer, no escalation path, and no self-help guidance (`universal_escalation_guide.md`).
  • Did not perform basic WAN/modem diagnostics (`universal_isp_modem_diagnostics.md`), which is a critical step for internet connectivity issues.
  • Did not offer any self-help resources (e.g., `universal_firmware_update.md`, `universal_factory_reset.md`, or `universal_isp_modem_diagnostics.md`) despite the customer's clear need for troubleshooting.
  • Lacked empathy and failed to acknowledge customer frustration, violating communication expectations per the QA rubric.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent declared EA7300 end of support and refused troubleshooting; no solution provided, internet not restored.
R2 Not Met Diagnostic thoroughness conf 98%
Agent skipped diagnostic questions (WAN, cables, ISP) and immediately defaulted to factory reset then declared model unsupported.
R3 Not Met Correct resolution path conf 97%
Agent refused best-effort troubleshooting for out-of-warranty EA7300 by citing end of support, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No symptom clarification beyond lights; no questions about WAN status, ISP, cable connections, or logs.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (remote session, router UI, speed test, etc.) that were appropriate for diagnosing a non‑working router.
T3 Not Met No misinformation conf 98%
Statement that Linksys 'no longer assists or tries to troubleshoot' EA7300 is inaccurate; KB confirms EA series supported for firmware and reset.
Communication
C1 Not Met Clear & professional language conf 95%
Agent repeatedly told customer they could not help and did not steer call toward resolution or clear next steps.
C2 Not Met Confirmed understanding conf 94%
Agent used scripted, dismissive tone and did not adjust language or check understanding with frustrated customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent handed problem back to customer and offered only product recommendation, without taking ownership or attempting fixes.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timelines, or follow‑up commitments given; only vague suggestion to buy new router.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent chose not to escalate despite issue being potentially resolvable with standard troubleshooting; instead closed case.
E2 Not Met Escalation prep & handoff conf 94%
No escalation performed, so execution criteria (correct team, details, customer notification) not met.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer's frustration; responses were purely procedural and dismissive.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to upset customer; continued with same scripted refusal.
X3 Not Met Overall experience conf 95%
Customer forced to repeat information and given no actionable assistance, increasing effort.
Call Transcript12 turns · 13 lines
Speaker 1
Yes, our router is not working anymore. Right, it's been out for about two and a half, three days. It is
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. While waiting, you may also visit support.Linksys.com for more information about your product. Hi. Thank you for calling Linksys. My name is Van, I will help you today. [silence] [music] [silence] The router isn't working. What's the model of your Linksys router?
00:00
Speaker 1
You want the serial number? Oh, there's the model number I see. EA7300. I have a solid green light and a flashing yellow light. Oh, I have unplugged several times. I have hit the red restart button several times. I have, you know, turned it on and off.
01:00
Speaker 2
Yes, what's the serial number? EA7300. Thank you so much. Is there any lights on your Linksys router as well? All right, let me quickly double check everything in my end regarding about the router as well. Have we done any changes or any troubleshooting to the router?
01:00
Speaker 1
nothing has worked I just got off the system off the phone with spectrum and spectrum says it's not the internet so uh it's probably the router so I'm calling you guys uh this is Cindy
02:00
Speaker 2
I see. All right. Thank you so much for patiently waiting as well. And may I know to whom am I currently speaking with? All right. Thank you so much, Ms Cindy. So, in terms of the current issue, you might need to consider doing a complete factory reset and setting the router all back up from scratch treating it like it's your first time having the router. The reason for it, currently, your ee7300 seems to be not communicating from the modem from spectrum, which might need a factory reset and a reconfiguration. So, I That it can properly link back up to the Internet line from the modem. However, before any further troubleshooting may start, I do have to set expectations that the current LinkSys model that you have, which is an EA7300, has already been considered as an end of life and an end of support router. So we no longer assist or try to troubleshoot this specific model. So we do apologize for the inconvenience, but this is as far as we can try to assist you with it. As much as possible, we do highly suggest that you consider getting a newer model, specifically a mesh model for better usage and for future proofing as well. [silence] alright
02:00
Speaker 1
Yes. Yes. So basically, if you reset it, nothing, it doesn't work, nothing's going to happen. Okay. Let's try it. Okay. So basically, you're saying you're not going to do the factory reset. So basically you guys, you're saying, I mean, I
04:00
Speaker 2
On the other set of the line, a factory reset completely wipes out every changes that has been done on the router and allows you to set it back up from scratch, treating it like it's your first time having the unit at all. Alright, but we can no longer assist you with it since the model is no longer being supported by Linksys. Once again, an EA7300 is already considered as an end of support model. This is as far as we can try to assist you with it. No, we can no longer try to troubleshoot it alongside with you. We can only provide suggestions on what you may be able to [silence]
04:00
Speaker 1
I'm not I'm not fussing at you but basically you guys are saying we're putting out a product and we're not going to support this product because for on our end we're not going to make it work. I mean you're putting out a product and you're just saying that hey you're only going to have this for two years and then we're going to make it where you can't use it. I mean so you're basically making basically you're making products that you are saying I'm going to make this product and it's only going to last X amount of years and then we're not going to support this product anymore. I mean that's what you're saying. You're forcing your customers to buy something else. You're making a plan.
05:00
Speaker 2
No, this specific model has already been an older or can we consider as a legacy router. And is currently already termed outdated and it's no longer being supported.
05:00
Speaker 1
product that won't last. I'm not pissed at you. That's corporate. Just, just aggravating because there's nothing wrong with this machine. All right. So, basically, you're not going to do anything. I have to go buy something else. Okay. All right. Thank you for your time. I appreciate it. [silence]
06:00
Speaker 2
All right. Thank you so much for calling Linksys. Take care and I hope you have a great day. Bye bye.
06:00