V2 Rubric Detail — 16a5188e-812e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 15:50
Duration
9m 22s
Contact
765-499-3687
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#EOS00137478
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall57.8% (-10.2)

V2 Grader Summary

The agent correctly identified the EA7500 as a legacy device and provided appropriate next steps (R3 Met), but failed to resolve the issue on the call (R1 Not Met) or use diagnostic tools (T2 Not Met). Communication lacked empathy (X1 Not Met) and engagement adaptation (X2 Not Met), resulting in a partial resolution where the customer was left with post-call troubleshooting.

V1 Case Analysis

Customer unable to get internet on devices despite EA7500 router showing solid internet LED. EA7500 is legacy/out-of-support. Agent advised power-cycle modem, test direct connection, reset router, and will email detailed reset/re-configuration steps.

Troubleshooting Steps
  • Collected serial number, model, ISP info, and contact details
  • Informed customer that EA7500 is out of support
  • Advised power-cycle of modem and router
  • Suggested direct-modem test with a laptop
  • Recommended factory reset and re-configuration of the router
Key Observations
  • Agent correctly identified the router as an out-of-support legacy EA7500 based on serial number and support timeline
  • Agent provided a self-help path via email rather than attempting a live fix, which is appropriate for an EOS product
  • No direct verification of modem internet connectivity was performed during the call
Positive Highlights
  • Collected essential customer information (serial, email, ISP, callback number) early in the call
  • Clearly communicated the device support status and set accurate expectations about limited troubleshooting
  • Provided a concrete follow-up action by offering to email step-by-step instructions
  • Correctly advised the customer to test internet directly at the modem to isolate the issue
Agent Errors / Gaps
  • Did not confirm whether the modem itself had internet before recommending router reset
  • Did not walk the customer through the reset/re-configuration steps during the call

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the internet connectivity issue during the call; only provided emailed reset instructions without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested power-cycling the modem and resetting the router, but did not verify WAN status, firmware version, or guide reset steps live on the call.
R3 Met Correct resolution path conf 95%
Agent correctly identified the EA7500 as a legacy device out of support since August 2025 and recommended reset or replacement, aligning with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked for ISP, serial number, and model but omitted key diagnostic questions (LED pattern, WAN IP, admin access).
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (router admin page, WAN status check, logs) were used despite their relevance to verifying connectivity.
T3 Met No misinformation conf 95%
Agent accurately stated EA7500 stopped receiving firmware updates in August 2020 and is out of support as of August 2025.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gathered information and provided next steps but did not set a clear agenda at the start or manage transitions explicitly.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed customer details, and avoided technical jargon, adapting to the customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending follow-up instructions via email.
O2 Met Proactive follow-through conf 95%
Agent specified next step (email with instructions) and gave a clear timeline: 'three to five minutes after this call'.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope (legacy device guidance).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, apologized, or expressed empathy despite clear signs of prior failed efforts.
X2 Not Met Tone & rapport conf 90%
Agent maintained a purely procedural tone, did not adapt to customer’s emotional state, and did not check comprehension or engagement.
X3 Partially Met Overall experience conf 85%
Agent reduced some effort by preparing written steps but shifted full troubleshooting burden to the customer post-call.
Call Transcript13 turns · 15 lines
Speaker 2
Welcome to linksys support. To insure 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. Thank you for calling link sys. This is L. How can I help?
00:00
Speaker 1
[silence] So like the lights and everything aren't flashing it's solid so it shows that the unit itself has internet, but as far as us being able to connect to the network, um it keeps saying that there is no internet. Xfinity. Yes. Let me It is 1 8 as in Lima L 220 08703347. Uh, my modem is uh
01:00
Speaker 2
Like totally no internet connection, ma'am. Okay. I see. Who's your internet service provider? Xfinity. Okay. And then can I have the serial number of your linksies? Thank you so much. Let me just double check along here. And what's the model number for your modem. You have a you have a different modem, right?
01:00
Speaker 1
Nice view through board. SB-6183. Uh, they're all like blue. Um, like the top one is green and then blue, blue, and then green like it normally is. So it's not flashing or anything like that. Uh, no, none of them are flashing at all. They're all solid. It shows that we have internet to the unit itself. [silence]
02:00
Speaker 2
yes. SB 6 1 8 3 SB. Okay. uh... And what's the LED light that you have on your modem? Okay. Oh. So the one that's flashing is the Linksys Router? Uh... Okay. um. Okay, let me just double check that one here ma'am. The model number for your Linksys router based here on the serial number you provided. provided it. um it's the one. it's the EA7500 right? okay. let me just double check about this router here. and just for record-prep system, can I have an email address so I can generate a case ticket? Thank you so much, and first name and last name for the account holder. and this is the best callback number in case the call gets disconnected, the one that ends in 3687.
02:00
Speaker 1
So they sent a signal to the modem and router to like restart it. And I mean, she was doing a few things on her end to try and reestablish the signal. But everything she was doing I wasn't still able to connect or load anything. And so we've tried restarting it and everything and it just doesn't, it doesn't do anything. We still can't connect our devices to the internet even though like on the router and modem, it says the internet is good. But for some reason the signal does not. Yeah, we unplugged it from the wall.
04:00
Speaker 2
And what have you tried so far, mem, with your internet service provider? Could you try to turn on the modem and then turn on the Linksys router? And how long did you unplug it?
04:00
Speaker 1
I want to say the first time it was like 10 minutes and then the other time that she tried it, it was like 5 minutes.
05:00
Speaker 2
And that's both the modem and the Linksys router, right? Okay. Right. Because for this one, ma'am, if they suggested to change the modem and then the router, on the modem, so on the modem, what you can do on that one to make sure that the modem is up and running, um, you can disconnect the Linksys router and then connect a laptop directly to that modem. And then just power cycle it for like uh, 60 seconds. And then once the modem is up and running, um try to search anything on the computer or laptop. That is is connected to the modem directly that is how you can make sure that the modem is still has internet connection and is working as for the Linksys router what we can do on the Linksys router we can try to reset and then set up that one again however checking here I believe you have the Linksys router for quite a while already right okay so this one also ma'am the EA7500 is actually part of our legacy routers so we already we already stopped manufacturing and then stop sending firmware updates on that one since august 10 of 2020 and then um we also stopped supporting the unit since august 9 of 2025 the reason for that is that because most of the internet service provider along US [silence]
05:00
Speaker 1
Okay. Do you... Okay. Yes.
08:00
Speaker 2
directly to the modem than there's no need for you to change the modem. You just need to upgrade the router. And what I can do as well, ma'am, is that since we're no longer supporting the EA7500, I can send you an email step by step on how you can do the reset and then reconfiguration. So, at least it will try to create a new connection with your internet service provider. If it still doesn't work, then you can get a router, as long as you're able to connect your computer directly to the modem, so you won't have to change the modem. Alright. So, let me just repeat the email just to make sure. That is K-C-R-U-L-1993@Gmail.com. Okay. Give me three to five minutes, ma'am, after this phone call and then check your email. Then follow the step-by-step. [silence]
08:00
Speaker 1
Okay. Okay. Nope. I think that's it. Thank you. You too. Bye.
09:00
Speaker 2
We'll lay it out step by step, so at least it will be easier for you to follow the troubleshooting for the router. All right. So, um, yeah. Anything else, ma'am? You're welcome. And then thank you as well for taking the time. Have a great day. Okay. Take care.
09:00