V2 Rubric Detail — 157e3cd4-757f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:00
Duration
7m 16s
Contact
Scott Brown
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135528
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connectivity

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
Technical0.00/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall21.5% (-34.5)

V2 Grader Summary

The agent incorrectly declared the EA6350 end-of-life and refused troubleshooting, despite KB confirming support for band separation and firmware updates. No diagnostic steps were taken, and the customer was left without a solution. The core failure was a material technical inaccuracy that blocked resolution.

V1 Case Analysis

Customer reports weak upstairs Wi-Fi on EA6350. Agent incorrectly stated the router is end-of-life and unsupported. Provided 192.168.1.1 but no actionable troubleshooting for band separation or signal strength. Recommended upgrade only.

Troubleshooting Steps
  • Collected customer name, email, serial number, and ISP
  • Incorrectly stated the EA6350 is end-of-life and unsupported
  • Provided the local router IP address (192.168.1.1)
  • Mentioned Wi-Fi settings would show both bands but gave no access or configuration steps
Key Observations
  • Agent falsely claimed the EA6350 is end-of-life and unsupported — this is contradicted by KB: EA6350 is listed in the EA series and has firmware updates available (see universal_eol_firmware.md and ea_series_router_setup.md).
  • No actual troubleshooting for Wi-Fi signal strength or band separation was performed despite the customer explicitly asking how to access 2.4 GHz.
  • Agent provided correct local IP (192.168.1.1) but failed to guide the customer through accessing or changing Wi-Fi settings.
  • No verification of warranty status or support eligibility was performed — agent assumed expiration without checking.
Positive Highlights
  • Accurately collected customer name (Scott Brown), email, serial number, and ISP (AT&T) at [02:00–03:00].
  • Correctly provided the local router IP address (192.168.1.1) at [06:00], which is accurate per KB for EA series routers.
Agent Errors / Gaps
  • Incorrectly stated the EA6350 is end-of-life and unsupported (ACCURACY failure — contradicts KB: EA6350 is listed in EA series and has firmware updates available).
  • Failed to provide any actual troubleshooting steps for Wi-Fi signal or band separation (PROTOCOL/RESOLUTION failure).
  • Did not verify warranty status or support eligibility before advising upgrade (PROTOCOL failure).
  • Did not guide the customer through accessing or changing Wi-Fi settings despite the request (EFFICIENCY/RESOLUTION failure).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the EA6350 is end-of-life and no longer supported, directing the customer to upgrade instead of resolving the signal issue; no resolution or valid escalation occurred.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic steps were performed; the agent only repeated the EOL statement and gave an IP address.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly classified EA6350 as end-of-life and refused troubleshooting, violating OOW best-effort standard; correct path would have been to guide band separation or placement advice.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to diagnose root cause (e.g., band steering, placement, interference); only collected administrative data without technical probing.
T2 Not Met Appropriate tools / resources used conf 93%
No tools used (e.g., admin UI, firmware check); agent did not verify device status or guide login beyond stating 192.168.1.1.
T3 Not Met No misinformation conf 99%
Agent falsely claimed EA6350 is end-of-life with no support; per ea_series_router_setup.md, EA6350 is explicitly listed as a covered model and supports band separation via the admin UI.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened call and collected info but failed to set expectations about EOL status or guide toward resolution; lost control by ending with vague upgrade suggestion.
C2 Met Confirmed understanding conf 88%
Agent used plain language, repeated IP address clearly, and confirmed understanding; adapted to customer’s confusion about bands and access.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent took ownership initially but abandoned it by refusing further help due to incorrect EOL classification; did not attempt resolution.
O2 Not Met Proactive follow-through conf 94%
No specific next steps given; only a vague recommendation to buy new router without follow-up or self-help guidance on band separation.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope but mishandled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed basic empathy (“sorry to hear”) but did not acknowledge customer’s effort or frustration with signal issues.
X2 Partially Met Tone & rapport conf 82%
Agent maintained formal tone and provided IP address slowly, but did not adjust pacing or simplify further when customer struggled with band selection.
X3 Not Met Overall experience conf 96%
Agent increased customer effort by misinforming about EOL status and failing to guide through simple band separation fix available in UI.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to Linksys Support. 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.linksys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, please have your device's 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] Hi, thank you for calling Linksys. This is technical support. My name is Dylan. How can I help you today? [silence] I'm sorry.
00:00
Speaker 1
yes I uh I have a link just uh have an EAs yep I have an EA 6 3 50. correct correct yes I don't get a strong signal at uh at my whole entire upstairs in my house
01:00
Speaker 2
I wasn't able to catch the first thing you said. Uh, I think you, you said, you got a Linksys switch? Oh. EA6350. So you got a Linksys router. And, uh, the main issue is that you're getting, like uh intermittent signal. Mhm. I see. Um, I'm sorry to hear about the issue that you're having right now, sir, uh, but in order for me to get into this and check your router and see what I can do to help you with your concern, let me just run some verification with you.
01:00
Speaker 1
Oh. Oh. K. Oh. Okay. K. Oh. C. K. C. T. B. B. Scott. B is m. Bravo. R. O. W. N. In. It is Scott 63005. T. Gmail. K. K. K. K. It is. [silence]
02:00
Speaker 2
Uh, start, How do you spell your last name, sir? Got. Oh, Scott Brown, Okay. Thank you so much for that one sir. Is your email address? Okay. So that's Scott63005@gmail.com. Got it. Okay. And now can you provide me the model, I mean the serial number of your EA 6350.
02:00
Speaker 1
14 Wiley 10 J. 035-26-121 [silence] correct AT&T [silence]
03:00
Speaker 2
All right, so let me just repeat that one. It's 14y4 Yankee, 10J for Juliet, 0-3-5-2-6-1. So, that's that one, okay. How about your internet service provider? So you may know who's your internet service provider? AT&T. All right, good. Okay. So I was able to create a record of you here on our system.
03:00
Speaker 1
[silence] It's not intermittent. It's a good signal if I'm close to it, but if I go far away, it drops. I thought I could just switch to 2.4 GHz. Since it's an older unit, I thought it would have
04:00
Speaker 2
[silence] and I've checked your [unk] device. Just to set your expectation, the device that you have right now is actually already part of our end-of-life devices, which means we no longer manufacture this one and update its firmware. Also it has been part of our end of support products. With that being said, we no longer provide a any troubleshooting assistance for this specific model. Um, considering the age of your routers, sir, uh, what I can recommend is upgrading into a new router, because this may not be able to keep up with the internet, the upgrades coming from your internet service provider. That's why you're having intermittent signal. That's all. So, hmm, hmm.
04:00
Speaker 1
I could see the two point four gigahertz possibility. When I look on my telephone, my cell phone and I go to connections and Wi-Fi, it always shows that it's connected to five G only. It doesn't give a 2.4 option on my phone. I could do that in the app, correct? In the could I do that in the app? Uh then that's the one dot. Whatever. So, if I go to that, I can do it, correct? Can you tell me that uh address that I have to go to?
05:00
Speaker 2
Yeah, it actually has a 2.4.
05:00
Speaker 1
Yes. Is it on the back? That's on the back of it? Okay. What is that IP address then? Okay. So you say 102.168? Oh. 192.168.1.1. Okay. I will try that and then I can uh I can change the change it it's in those inside there, correct? [silence]
06:00
Speaker 2
The address that you have to go to, well, you can, yeah, you can actually use the the serial, I mean the IP, the IP address, which is 1 92.168 it's not on the back sir, it's 1 92.168. No, 1 92.168.1 No, 1 92.168. No, 1 92.168.1. Yes. Oh, 1 92.168.1.1 Yes, sir. Um, you just have to go to the Wi-Fi settings, that's there. Yeah. So finally settings. And then it will show you both uh frequency band. All right. Mmm.
06:00