V2 Rubric Detail — 15d1a096-6e80-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 21:19
Duration
16m 25s
Contact
Betsy Burns
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134352
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single device not working
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided performing any diagnostic troubleshooting or meaningful configuration review, directing the customer to self-service or paid support without attempting best-effort resolution for an out-of-warranty device.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, used no diagnostic tools, and offered only generic advice and paid support options. Despite the device being out of warranty, no best-effort steps were attempted, resulting in an unresolved case with elevated customer effort and no path to resolution.

V1 Case Analysis

Customer with EA7300 experiencing Fire TV stick streaming issues; other devices work. Agent collected model/serial, confirmed out-of-warranty status, offered self-help via support.linksys.com and paid-connect service, suggested moving router closer and contacting Amazon. No technical troubleshooting performed.

Troubleshooting Steps
  • Collected router model and serial number
  • Confirmed out-of-warranty status
  • Provided support.linksys.com link and paid-connect option
Key Observations
  • Agent did not perform any Wi-Fi or router configuration troubleshooting for the Fire Stick (e.g., 2.4GHz band isolation, WPA2 security, signal strength).
  • Agent made multiple technical inaccuracies:
  • - Claimed EA7300 covers 2,700 sq ft (incorrect for non-mesh router; KB does not specify coverage for EA series).
  • - Stated EA7300 is 'end-of-life with no further updates' (contradicts KB: firmware updates are automatic for eligible models).
  • - Misrepresented EA7300 as supporting '30+ devices' and 'advanced security' (unsupported claims).
  • Paid-support option was offered before attempting basic troubleshooting.
  • Agent did not clarify whether the Fire Stick was connecting to 2.4GHz or 5GHz band (critical for legacy device compatibility per KB).
Positive Highlights
  • Collected accurate model and serial number.
  • Provided correct support website URL (support.linksys.com).
  • Maintained professional tone throughout.
  • Correctly identified that other devices working suggests router functionality.
Agent Errors / Gaps
  • Failed to verify or adjust router wireless settings (band, security, signal strength) despite KB guidance for legacy device compatibility (adjacent_legacy_device_wifi.md).
  • Provided incorrect coverage information (2,700 sq ft) for EA7300 (non-mesh router; no KB support for this claim).
  • Incorrectly stated EA7300 is 'end-of-life with no further updates' (contradicts universal_firmware_update.md: firmware updates are automatic for eligible models).
  • Misrepresented product capabilities (30+ devices, advanced security) without KB validation.
  • Did not isolate 2.4GHz band for Fire Stick (critical for legacy devices per KB).
  • Recommended moving router closer without first checking signal strength or interference (inefficient path).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only suggested moving the router or contacting Amazon, with no confirmation of fix.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps taken (e.g., no check of Wi-Fi band, signal strength, or router settings); jumped to conclusions without investigation.
R3 Not Met Correct resolution path conf 90%
For an out-of-warranty device, agent offered only self-service or paid support without attempting best-effort troubleshooting like checking settings or guiding login.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process; failed to identify symptoms specific to Fire Stick, asked no relevant questions about Wi-Fi configuration or interference.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use any tools (e.g., guide customer to http://192.168.1.1 to check 2.4 GHz or security settings) despite clear need.
T3 Partially Met No misinformation conf 85%
Correctly identified EA7300 as end-of-life, but inaccurately described replacement specs (e.g., '2,700 sq ft per node', '30 devices') not tied to any single model.
Communication
C1 Partially Met Clear & professional language conf 80%
Maintained basic call flow but had long silences, vague transitions, and failed to set clear expectations for troubleshooting path.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but did not confirm understanding or adjust for customer’s confusion about router capabilities and replacement options.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Created a case record and provided suggestions, but avoided hands-on troubleshooting, effectively transferring responsibility to customer.
O2 Partially Met Proactive follow-through conf 75%
Suggested next steps (move router, contact Amazon), but gave no timeline, ownership, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Minimal empathy shown; did not acknowledge customer’s 12-year loyalty or frustration with aging equipment beyond surface-level agreement.
X2 Not Met Tone & rapport conf 85%
Failed to adapt to customer’s emotional state or pace; continued promoting new routers instead of focusing on immediate resolution.
X3 Not Met Overall experience conf 90%
Increased customer effort by directing them to multiple third parties (Amazon, website, paid support) without reducing steps.
Call Transcript30 turns · 32 lines
Speaker 1
I can fix that with one hand the rest.
00:00
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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. 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. Thank you for calling Linksys. This is Abby. How can I help you? okay okay I'm sorry um is that uh are you using a computer for that ma'am or any particular device oh on your on your TV okay so
00:00
Speaker 1
Yes. Yes. Yes. It's a fire TV. I'm talking through the fire I'm turning the TV on and off with the stick. It's a fire stick. It's a fire TV and it's a fire stick. To change channels and things. Turn it on, change channels. But it's a wireless TV.
02:00
Speaker 2
All right, so you're trying to watch videos from your TV. Is it a smart TV? Is it a wireless TV? Mm-hmm. Okay. Alright, so does it have a built-in wireless adapter ma'am or you're using a like a fire stick to connect to your TV. Is that a... It's a fire stick.
02:00
Speaker 1
I always use the fire stick to turn it on and off and change the chair. Hold on. I just went to the TV now going back to the file. It's a Lynxys uh 7300. You want, what did you want? Now why don't I have that? Okay, right in front of here we go. Serial number. Oh my god, it's so small. Now hold on. Now I have the following. Start here, we're gonna continue to do this step. Okay, first copy the serial number from the bottom of the router. The serial, I let you take a look at that and read the number for us. We need that to verify your purchase. I think the plan is if the plan is that.
03:00
Speaker 2
it's a wireless TV, but you're using a fire stick. So without the fire stick, are you having, are you still having the same issue? Are you having the same problem if you just connect your, uh, Can I have the model number and the serial number of your linksys device? Ma'am, just try to look underneath it. The model number and the serial number.
03:00
Speaker 1
voice:19 T one zero. Oh My god. S U a. [silence silence] Voice:なんか見のがあるのは 小さすぎて見えない。 Voice:頑張って見てかくね。 声:オッケー、やってみよう。 すぐにできますか? 役立つ。 Voice: Yeah, yeah.
04:00
Speaker 2
Okay, one nine T for Tom, one zero. [silence] Yes, go ahead please. [silence] All right, so that is again one nine T for Tom, one zero S for Sam, zero A for Apple, six three one one one five, correct? Okay, ma'am, so let me just check this serial number. [silence] Okay, so it's it's an
04:00
Speaker 1
Betsy Persons. Betsy. Betsy Burns-00:07:42-06. V. 36.289 ?36 at gmail dot com. No, no, run. No, V for Virginia B for boy, V for Virginia Burns. 36 at gmail.com. Yes. Yes. Yes.
05:00
Speaker 2
E-A7300. OK. All right, let me create a record, ma'am. Can I have your name? I'm sorry. Is it Betsy Burns? Yeah, OK. And uh can I also have your email address? Please. [silence] Oh, OK. So it's Betsyburns36@gmail.com. All right. OK, thank
05:00
Speaker 1
Well, I'm looking at the folder says 11, 27, 17. That's what the date on the folder says. Yes, the the iPad's uh the the tablet's working, the phone is working.
06:00
Speaker 2
Yeah. Thank you for that information. So ma'am, how long have you been using this device? I'm just trying to troubleshoot it so it'll be fixed. 17. Okay. All right. So here's the thing ma'am, actually um yeah, so since you're having issues with your uh Smart TV, okay, there's the need for us to verify the settings of that, okay? What we can what we can do is we can um check on the router settings if there's need for us to adjust there, especially the wireless settings, okay? But your other wireless devices are working right? It's just the Smart TV.
06:00
Speaker 1
The TV is working except when this happens.
07:00
Speaker 2
Okay, so just that single device. Okay. Okay, yeah, because other device are working, other wireless device are working here, Ms. Burns. So definitely, the links this router is also working. Okay. It's just that there's a need for you to check the settings of your smart TV. Okay, since you're using a fire stick, it could be that there's also a problem with the with your fire stick connection. So, what we could probably do is to again, verify the wireless settings of this Linksys router. Okay. And just to set your expectation, we're not technically trained for your fire stick device. Okay. Now, if there's really a need for you to, um, check the advanced configuration or advanced settings of your fire stick you need to contact the the manufacturer okay and ma'am upon checking here in our system by the way the linksys EA [REDACTED_PAYMENT_DIGITS] is already out of warranty all right um for out of warranty devices you're no longer covered for free technical support however what um we can give you two options for this it's either you go for our website that would be support dot linksys.com you will find their articles um related to your issue okay you can also take advantage of our AI agent at the bottom right hand you can ask our AI how to um access the router settings and uh check the wireless settings of your linksys router to adjust the settings okay now the second option is our paid connect service which will cost you $[REDACTED_PAYMENT_DIGITS] this is just a one-time payment [silence] okay
07:00
Speaker 1
Let me ask you this. If I bought this in 17, is it old and tired and out of date, this router? [silence]
09:00
Speaker 2
lasting for 60 minutes of troubleshooting now. So again, well, this router ma'am is one of our end of life routers. We no longer manufacture this particular router, okay, and there there will be no more further updates for this router ma'am. So, getting or upgrading your router is also a better idea, okay. Um, because again, uh, but in your case right now, actually other other devices are working just fine. It's not all of the devices. So, I don't think there's all there's a problem with your linksys router ma'am. There's just a need for you to check your fire stick. It could be with your fire stick. So, in order for
09:00
Speaker 1
Amazon. Yeah. Well, what router would I replace this one with if I decided to upgrade? Wait, are you handing handbooks? Can you spell that? Yeah.
10:00
Speaker 2
For you to to resolve that, you may need to contact the the fire stick manufacturer.
10:00
Speaker 1
That's the whole thing? Okay. I only have what? Four? TV, phone and tablet. Protocol. Oh. Okay. So,
11:00
Speaker 2
Yes, ma'am. Yes, madam. And this will cover up to 2,700 square feet. Okay, that's per node. So, um it also supports 30 more devices. Mhm. Yes. Yeah, in case you know, uh you will add another wireless device in the future. So this will cover all of your wireless devices, ma'am. And uh you will have no issues with the security because this one is pretty much secured to the uh with the current uh with the advanced security that we have. Yes.
11:00
Speaker 1
Okay, so you're. I especially. 25 feet and it's going through two walls, three walls actually. Okay. Uh-huh.
12:00
Speaker 2
well, how far is your wireless TV or that TV from the linksys? Well, yes. that would also affect the. the signal, ma'am. especially that you also have other wireless devices connecting to your linksys. so, that would really affect the bandwidth and the speed that the wireless TV is getting. so, we,
12:00
Speaker 1
Okay. Okay. Well, I could drive over there closer first, then I got a, love the modem and the, yeah, okay, so I could put the modem and the and the router near the TV. Yeah. Okay. All right, well, you've helped me a lot. [silence] So, uh, [silence] if you if you would do me a favor, please subscribe. Uh, the channel, as this as this helps me a lot. Then we'll just do this one more time. Yeah. If you subscribe to the channel, it'll, uh, it'll, it'll definitely help me out a bit. If you wouldn't mind subscribe. Okay, it'll. Thank you very much.
13:00
Speaker 2
and if it requires a lot of bandwidth, it gets more bandwidth from the rest of your wireless devices. So you need to make sure that it's it's not too far from the linksys router. So you'll get better connectivity. Yeah. Moving it closer is also that will also resolve your issue. Yeah. Yes, ma'am. That would be your another another option. And yeah, if you're still having some issues, then I would suggest you, you contact Amazon, the manufacturer of your fire stick. [silence]
13:00
Speaker 1
Not so. I got a look at the MX 5,500, which you says goes up to how far? 7,200 feet or something like that. Is that what you said? Well, that would be plenty of distance. Of course, look at. 2,700. Okay. All right. So, um, so this one's already my modem is already kind of out of service, right? out of out of updates. No longer interconnect. Yes. Yes, that's what I meant, right? So, um, yeah, if I bought it in November of 2007.
14:00
Speaker 2
Yes, ma'am, that's right. That is to 2,700 the square feet. Mhm. That's the links that map. Mhm. The modem's from Spectrum. So, ours is the routers.
14:00
Speaker 1
seven, this is what 12 years later. I say I got my money's worth. Wouldn't you? Okay. Yeah, 12 years. Okay. So, um, yeah, okay, so thank you so much for your help. I mean, I could pay you $15 and you would just check the the modem, but I think I'm going to start first, I'll move them more closer. I'll call Amazon and see what they say. I'll check my you know, I'll look at what I have for connections, but I have two two two different uh I have two different uh things I think of um of Wi-Fi that I'm using. I have to check all that. So, okay, so I know what to do next.
15:00
Speaker 2
Yes. Yeah. Mm. It's more than 10 years, Cam, so, yep, I - not a problem. Mm-hmm.
15:00
Speaker 1
I can go to support.linksys.com for free and see what they say and I can move the the linksys. Okay. Thanks a lot for your help. I appreciate it very much. Okay Abby. Thank you. Bye bye.
16:00
Speaker 2
okay uh-huh mm-hmm uh-huh Yeah. No problem. So thank you so much for your time, ma'am. This is Eppie again from linkage. Thank you for calling. Have a great. Bye bye. You too.
16:00