V2 Rubric Detail — 1c8171da-7f30-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 03:00
Duration
46m 7s
Contact
419-392-0669
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00137018
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall15.6% (-12.4)

V2 Grader Summary

The agent incorrectly declared the E7350 router as 'end of support' and provided no meaningful troubleshooting, relying solely on a promised self-help guide. Despite a clear symptom (solid orange light), no diagnostic steps were taken, and the interaction lacked technical accuracy, ownership, or adaptation to the customer. The issue remains unresolved due to failure in core support obligations.

V1 Case Analysis

Customer with E-7350 router reports solid blue top LED and solid orange second LED; no internet. Agent incorrectly stated device is end-of-support, provided no troubleshooting, and promised to email a generic guide. No resolution achieved.

Troubleshooting Steps
  • Asked if the customer unplugged and replugged the router (performed by customer at ISP instruction).
  • Asked if the reset button was pressed (customer clarified it was only unplugged/replugged).
Key Observations
  • Agent incorrectly claimed the E-7350 is end-of-support — this model is not listed as end-of-life in Linksys policy and may still be under warranty depending on purchase date.
  • No actual troubleshooting was performed: no modem test, no WAN cable check, no firmware verification, no power-cycle guidance beyond what ISP already instructed.
  • Agent failed to access or cite any KB article, provide a support URL, or explain basic LED meanings beyond 'disconnected'.
  • Long silences and disorganized flow (e.g., [14:00] 'can you listen to this while I go pee?') indicate poor call control and efficiency.
  • Agent misrepresented support eligibility, which is a serious protocol and accuracy failure.
  • Customer name 'Dave Miller' was phonetically spelled (B-I-G D-A-V-E M-I-L-L-E-R 6) and should be recorded.
  • Email 'bigdave6@gmail.com' was confirmed and correctly captured.
Positive Highlights
  • Correctly collected the model number (E-7350) and serial number (37A-10-236D-02-597) from the customer.
  • Obtained and confirmed the customer's phone number (4-1939-20669) and email (bigdave6@gmail.com).
  • Acknowledged the customer's frustration and apologized for the lack of support.
  • Attempted to set a next step by offering to send a self-help guide, though it was generic and unverified.
Agent Errors / Gaps
  • Incorrectly stated the E-7350 has reached end-of-support — this is factually wrong per Linksys support policy; EA series devices are not universally end-of-support based on age alone.
  • Failed to perform any meaningful troubleshooting steps for a WAN connectivity issue (no modem test, no cable check, no firmware check).
  • Did not guide the customer through a proper power cycle (unplug both modem and router, wait 30 seconds, restart modem first).
  • Did not verify if the customer could access the router web interface at http://192.168.1.1 to check internet settings or firmware.
  • Provided no actionable technical advice beyond 'I'll send a guide' — no steps, no URL, no KB reference.
  • Allowed long silences and personal distractions (e.g., [14:00] 'can you listen to this while I go pee?') which severely impacted call efficiency and professionalism.
  • Mischaracterized the lack of support as a policy limitation rather than a service failure, misleading the customer about their eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device end-of-support and offered only a self-help guide without resolving connectivity issue or providing valid escalation path.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked if router was unplugged and noted LED color; skipped essential steps like WAN test, cable check, or firmware verification.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly treated end-of-support status as reason to stop helping, rather than offering best-effort troubleshooting per policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic sequence; failed to identify root cause beyond 'orange light = disconnected' without probing ISP, cables, or configuration.
T2 Not Met Appropriate tools / resources used conf 95%
Relied solely on customer description; did not use admin UI, speed test, or logs despite diagnosable symptoms.
T3 Not Met No misinformation conf 98%
Agent stated E7350 is 'end of support' and cannot provide technical support. The provided KB contains no such 'end of support' list for E-series, and the rubric explicitly mandates best-effort troubleshooting regardless of warranty/support status.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent set expectation to email guide but failed to maintain control by ending abruptly without confirming understanding or guiding next actions.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but misgendered caller repeatedly ('ma’am') and did not adapt tone or confirm comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—immediately deferred to self-help guide without attempting resolution or exploring options.
O2 Met Proactive follow-through conf 92%
Agent explicitly stated they would send the troubleshooting article after the call, giving a clear next step.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation performed despite unresolved hardware symptom (solid orange light); decision not to escalate was unjustified due to lack of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent offered apology ('I'm really sorry') but remained transactional; no acknowledgment of frustration or repeated effort.
X2 Not Met Tone & rapport conf 89%
Agent failed to match caller’s tone or correct gender misidentification; minimal engagement and no adjustment to confusion or pacing.
X3 Not Met Overall experience conf 94%
Customer forced to repeat serial/model information and received only a generic guide, adding unnecessary effort.
Call Transcript17 turns · 25 lines
Speaker 2
welcome to Linksle 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. Linksleys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website.www. Linksle.com or our chad support to serve alive chat. We apologize for the delay and will be with you as soon as possible.
00:00
Speaker 1
[silence] Here. Are you all right? I can't get this darn thing off. Silence. Yeah. August as your payment due. All the steps. Your payment due. Yeah. All right, as you're paying for August 10th. What? Your payment due. Yeah. Where? Yeah. All this stuff. And got it, I know. You went through too many cars. So they had your, not this phone number, not your last one, the one before that. Yeah, I had them in my phone. [silence] get great job on baby yeah oh yeah [silence] can you listen to this while i go pee? all i listen for okay well they're coming the key we have to have your serial number ready which i did um but uh blue light on the blower but the other one is a solid orange and it's not coming oh the one in the middle i see one with an orange in it oh [silence] They just need a new one. It looks like it's down in Havana. How do you say recessing obtaining? Re-antitlet shifted the fij stereo manufacturing thoughts to shift the entity. Detract fact fidelity shifted the raft entity to make callous facts. Hi, um, I was on the phone with Spectrum and they told me to call you. I unplugged and did everything she told me to do. And um, on the the router, router. The top light is blue and the second one is orange, but it's not flashing. It was on earlier. But then she I did exactly what she told me to do. And uh, so then she said I had to call you.
01:00
Speaker 2
Thank you for calling Minkses. This is Ruby. How can I assist you? The Well, so spectrum is your internet service provider. How many routers do you have?
39:00
Speaker 1
1 UH the serial number? three seven A one zero M two six D oh two five nine seven. Uh, hold on. I gotta go turn it upside down so I can I could see it. Huh? No. Um, I don't this. Well, it's a serial number.
40:00
Speaker 2
What's the model number? Yes, you can provide me the solid serial number. Okay, so 37A-10-236D-02-597. What's the model number of this router? Okay. Thank you, ma'am.
40:00
Speaker 1
It says word, Mac address and serial number. Oh, wait a minute, up here. Um, E-7350. Pardon me. Okay. Correct. Oh, okay. Um, let me see his phone number is, this is a new one. So 419, um, 392, 0669.
41:00
Speaker 2
So, is it 7350? And let me check this one. Uh, can I have your, let me check the serial number. So, your internet service provider is spectrum? Okay. Can I have your phone number? So, just in case you get cut off, then I can call you. So, 4-1939-20669. Thank you, man. So, let me check the serial.
41:00
Speaker 1
okay on the router? is there a reset button? she just told me to unplug it and plug it back in which is the reset? what that? so you'll unplug and plug yeah the black button on the bottom I unplugged it and plugged it back in and on the black- the the box that looks like a book yep that's what she told me to do it it's for um internet orange yeah it looks orange
42:00
Speaker 2
Number hands did you like reset the router like pressed the reset button? Mm-hmm. Yes. Ah just unplug. Ah what do I mean? So you unplug then replug the links router. Mm-hmm. Mm-hmm. Oh, okay. And then on the links router, what's the light indicator? Mm-hmm. What's the light? Orange. Okay.
42:00
Speaker 1
[silence] Why is that? [silence] Why can't you? [silence] The device is loose, G. [silence]
43:00
Speaker 2
So, it means it's not connected it's disconnected. Okay, Ma'am, upon checking it here based on the serial number okay. So I want really to be upfront with you, this model has reached end of support. So it's no longer receives firmware updates or active fixes or technical support. I can provide a few practical steps like for example check if the Wi-Fi is showing or not and then also I will be sending you a self help guide through your email address so you can follow that troubleshooting guide. Because again Ma'am, I am really sorry to inform that I cannot provide the technical support anymore because this device... because it belongs... Yes Ma'am.
43:00
Speaker 1
Oh. But it's got uh technical support but we don't have technical support. Why is that? We ran out? You're telling me it's too old? I got it. Hold on and he'll tell you his email. Uh-huh.
44:00
Speaker 2
but this belongs to the end of support already, so there's no more support. But I can send you a troubleshooting guide. It's, it's an article through your email address. So what's your email address ma'am? So I can send you the article. [silence] Oh, yes. I'm really sorry to inform you, but I can help you, I can send you the self-help guide. [silence] Yeah, because it belongs to the end of support already. [silence] Yes. [silence] Yes, ma'am. It's two-year old, so there's no more free technical support. It's already belongs to the end of support already. This model number. [silence] Okay.
44:00
Speaker 1
Oh, uh, big Dave Miller. Yeah, B-I-G, B-I-G, D-A-V-E-M-I-L-L-E-R. Six. And that's at Gmail.com. You ask me and I address. Oh, yes, ma'am. All right.
45:00
Speaker 2
Yes. Hi sir. So can I have your email address so I can send you the self-help guide for the troubleshooting? B: Big Day. Mhm. Okay, let me just repeat. Big, like B-I-G, Dave, like Delta Alpha Victor Echo, Miller, M-I-L-L-E-R, six at gmail.com. Okay, so sir, right after this call, I will be sending you the article for you to follow, okay, for the troubleshooting.
45:00
Speaker 1
Okay. All right. Thank you. Yep.
46:00
Speaker 2
Thank you. Ma'am. Thank you, sir. Have a nice day. You're welcome.
46:00