V2 Rubric Detail — 1319c8ce-812c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 15:36
Duration
5m 47s
Contact
603-447-3595
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#EOS00137473
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall62.6% (-9.4)

V2 Grader Summary

The agent correctly identified the end-of-support status and provided accurate reset instructions, but failed to leverage available tools (remote reset) and did not verify resolution. While technically sound and well-structured, the interaction increased customer effort unnecessarily and lacked empathetic acknowledgment of prior troubleshooting, resulting in a partial resolution.

V1 Case Analysis

Customer unable to access internet; router EOS. Advised factory reset (red button 15s) and offered email instructions; suggested replacement.

Troubleshooting Steps
  • Confirmed router LED status (solid white).
  • Asked about ISP and Wi-Fi network visibility.
  • Recommended reboot and factory reset.
  • Informed customer of EOS status and suggested replacement.
Key Observations
  • Agent correctly identified EOS status and handled per KB guidance (declined live troubleshooting, offered email instructions).
  • Factory reset procedure aligned with universal_factory_reset.md (10–20 seconds; red button). The 15-second instruction is within the KB range and not a material accuracy error.
  • No model/serial captured (protocol miss), but EOS handling was correct and did not require model-specific diagnosis.
  • No verification of reset outcome (minor gap, but self-help path was provided).
Positive Highlights
  • Correctly identified the device as end-of-support and communicated this clearly to the customer.
  • Provided a valid factory reset recommendation consistent with KB guidance.
  • Offered to send email instructions, giving the customer a concrete self-help next step.
  • Suggested a replacement router, aligning with best practices for EOS products.
  • Maintained clear, professional communication throughout the call.
Agent Errors / Gaps
  • Did not capture model/serial number — a required protocol step for any product support call, especially when discussing EOS status.
  • Did not verify if the reset resolved the issue or if Wi-Fi/admin access was restored after the recommended factory reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommended factory reset and router replacement but did not confirm resolution of internet connectivity; no verification that 'server not found' was resolved.
R2 Partially Met Diagnostic thoroughness conf 96%
Agent asked about LED status and suggested reboot/factory reset, but skipped key diagnostics like checking WAN cable, testing at modem, or verifying ISP-side resolution despite provider involvement.
R3 Met Correct resolution path conf 97%
Agent correctly identified end-of-support status (May 15, 2025) and advised replacement as recommended path, while still offering self-help — aligns with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent noted 'server not found' and solid white LED but failed to ask about modem status, WAN connection, or perform logical isolation between ISP and router issues.
T2 Not Met Appropriate tools / resources used conf 94%
Agent explicitly claimed 'I can still reset the router remotely' but did not perform the action, instead requiring the customer to manually hold the reset button, which contradicts the agent's own claim of tool availability.
T3 Met No misinformation conf 98%
Factory reset instructions (hold reset button 15 seconds) are consistent with the 'Most Routers and Mesh Nodes' section of universal_factory_reset.md; end-of-support date is a specific product fact provided by the agent.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout: opened call, gathered symptom, assessed device status, delivered recommendation, and closed cleanly without losing direction.
C2 Met Confirmed understanding conf 96%
Used plain language, repeated steps clearly, confirmed understanding ('Yes, correct'), and adapted to customer’s pace without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took ownership by collecting email, offering follow-up instructions, and not transferring; stayed with case from start to resolution attempt.
O2 Partially Met Proactive follow-through conf 93%
Provided reset steps and offered email instructions, but set no timeline for follow-up or next contact if issue persisted after reset.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred, so continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within scope for L1 handling given end-of-support context and self-help path offered.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation process is not applicable to assess.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained professional but used scripted tone; did not acknowledge customer’s prior effort with ISP or express empathy for frustration.
X2 Met Tone & rapport conf 95%
Matched customer’s conversational pace, used simple terms, and repeated instructions to maintain engagement and comprehension.
X3 Not Met Overall experience conf 94%
Despite claiming remote reset capability, agent required customer to manually hold reset button — added avoidable effort when agent-side action was possible.
Call Transcript8 turns · 10 lines
Speaker 1
It is working. Oh, they need, we need the serial number. Just take a picture with your phone. Yes, hi. Um, we're calling because we're having difficulty connecting, um, to the internet and we've spoken with our provider and they've done all the troubleshooting. And they said that, um, at this point, it may be something to do with our router itself. And so they gave me this number to contact you. And, can you tell me where I would find that? Okay. At the bottom of the...
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. This is Joy, how can I help you today? All right. Um, I have the serial number of your Linksys device. Please, uh at the bottom of the physical router. Okay. Yes ma'am. Okay, thank you. And who is your internet service provider? [silence]
00:00
Speaker 1
So when trying to access internet it's saying server not found.
02:00
Speaker 2
So, what's your main concern regarding with the router? Did you cannot connect it to the modem anymore? Is that the problem? But can you still see or connect to your router's network name? Okay. See, let me just check this device just a moment. Can you tell me what is the light of the router at the top?
02:00
Speaker 1
What color and is it blinking? One moment, we're checking. Yeah, just a second. Solid white. Solid white. Yes.
03:00
Speaker 2
Solid white. Okay, I see. For this one, ma'am. Have you tried to reboot also this router? Okay. So, it seems that it cannot connect to the internet anymore. So, I would suggest you do a full factory reset of this router and then set it up again from scratch. But as per checking here on my end, the router is no longer supported. The end of support is last May 15 2025 and after that date, we can no longer provide any support. If you still want to go about this, we can assist you, but we recommend you replace the existing router to continue your service. Okay, but is it still possible? Yeah, during from here, I could still see the system and the configuration, and I can still reset the router remotely. If we want to, again, I suggest buying a new router to continue your internet service. All right, ma'am, thank you very much. You're welcome. technical support for this model anymore yes mam and then set it up again um if you would like I can send you an email instructions for that instead we can no longer provide support okay I see um have your email address please okay got it and your first and last name please
03:00
Speaker 1
Okay, online, Cheryl. Okay, great. So hold down the red button on the back for 15 seconds and then follow the directions. Okay. Thank you so much for all your help, I greatly appreciate it. Bye bye.
05:00
Speaker 2
All right. so um for you to properly reset the router, just press and hold the reset button at the back, the red button for 15 seconds, then it will go back to its factory default settings, and then just follow the instructions for the setup procedure. Yes, for. Yes, correct. Yes, ma'am. You're welcome, ma'am. Thank you for calling links. Have a good day. Bye. Bye. Bye.
05:00