V2 Rubric Detail — 1f7b636e-759e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 22:42
Duration
11m 13s
Contact
Allen Daley
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135571
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500 - no internet
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall33.1% (+11.1)

V2 Grader Summary

The agent failed to perform basic troubleshooting such as checking WAN connectivity or LED indicators, skipped diagnostic steps, and prematurely concluded the router was obsolete without validating the actual issue. While ownership and next steps were handled well, the lack of technical process and overstatement of end-of-life status left the customer without resolution, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports Wi-Fi connected but no internet on EA7500 (7+ years old). Agent incorrectly claimed router is end-of-life due to ISP upgrades, skipped all troubleshooting, and offered only to email factory-reset instructions. No resolution achieved.

Troubleshooting Steps
  • Confirmed router model (EA7500) and captured serial number.
  • Asked about ISP equipment and identified a fiber box from Spectrum.
  • Incorrectly concluded the router is 'end of life' and 'obsolete' due to ISP network upgrades without evidence.
Key Observations
  • Agent skipped all standard Wi-Fi connectivity troubleshooting steps outlined in ax_maxstream_wifi_connectivity.md (no LED check, no modem power-cycle, no WAN verification).
  • Agent falsely declared the EA7500 'end of life' and 'obsolete' at [08:00], claiming the router cannot handle ISP network upgrades. The KB does not support this claim; the EA7500 is listed as a supported model with firmware updates available.
  • No verification of WAN connection status, back-panel LED, or physical connections was attempted.
  • Agent offered factory reset as a potential fix without diagnosing the issue, despite admitting it may not work and could only provide temporary relief.
  • Call lacked structure, with long silences and no clear troubleshooting path, leading to an inefficient and unhelpful interaction.
Positive Highlights
  • Correctly identified the router model (EA7500) and captured the full serial number at [05:00].
  • Collected the customer's email address and offered to send follow-up instructions, which is a valid self-help path for out-of-warranty customers per KB guidance.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Falsely claimed the EA7500 is 'end of life' and 'obsolete' due to ISP network upgrades. The KB (universal_firmware_update.md) confirms the EA7500 receives automatic firmware updates and is not listed as EOL. This is a materially wrong technical claim.
  • Failed to perform basic troubleshooting per ax_maxstream_wifi_connectivity.md: did not check front-panel LED color (solid red/blinking red guidance), back-panel WAN LED, or power-cycle the modem.
  • Did not verify physical connections between modem and router, which is a critical step for 'no internet' issues.
  • Did not attempt to access the router's web interface (192.168.1.1 or myrouter.local) to check internet settings or firmware status, as outlined in ea_series_router_setup.md.
  • Did not discuss warranty status or support eligibility, despite suggesting replacement. The KB (universal_support_contacts.md) advises confirming warranty for out-of-warranty devices before recommending replacement.
  • Offered factory reset as a solution without diagnosing the issue. The KB (universal_factory_reset.md) states that a reset erases all settings and should only be used as a last resort after troubleshooting. Resetting will not fix connectivity issues caused by modem, ISP, or WAN problems.
  • Provided no actionable steps beyond an email that may not resolve the issue, leaving the customer without a valid support path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded router is obsolete and recommended replacement without restoring connectivity or confirming any temporary fix; customer ended call without service restored.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped standard troubleshooting (WAN cable check, modem power-cycle, WAN LED verification) and jumped to obsolescence claim.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified EA7500 age but prematurely dismissed troubleshooting; KB allows best-effort OOW support including factory reset and setup, which were not fully guided.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify key symptoms like LED status or WAN link; no logical diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 95%
No use of essential tools: did not direct customer to check WAN LED, verify connection via 192.168.1.1, or assess actual signal vs. perceived obsolescence.
T3 Not Met No misinformation conf 95%
Agent claimed EA7500 is 'end of life and end of support' and 'obsolete' due to network upgrades; KB (ea_series_router_setup.md) lists EA7500 as supported and universal_firmware_update.md provides firmware paths, contradicting the claim.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had long silences, unclear transitions, and did not frame a structured troubleshooting plan, leaving call reactive.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms but did not adapt to customer’s confusion about cables or confirm understanding of instructions; missed comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took full ownership, did not transfer, committed to sending instructions, and handled the case to closure.
O2 Met Proactive follow-through conf 95%
Clearly stated next step (email with reset instructions) and provided a realistic 5–10 minute timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but did not acknowledge customer frustration with non-working Wi-Fi or repeated device issues; minimal empathy shown.
X2 Partially Met Tone & rapport conf 80%
Maintained steady pace but did not adjust for customer’s disorganized speech or confusion about hardware; engagement could have been improved.
X3 Not Met Overall experience conf 90%
Customer repeated serial number and struggled to describe the 'blue cable'; agent did not streamline identification or reduce redundant effort.
Call Transcript17 turns · 20 lines
Speaker 2
Welcome to an Xsys 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. An Xsys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available. 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.
00:00
Speaker 1
Hey, hey, hey! Oh Fred. Freddo. Freddo. Betsel, Betsel, Betsel, So, Betsel, Betsel, Betsel, Betsel, Betsel, come here. So, This is Allan Daly. It is. Yes, so, um, I have alerted, uh, the system. So, right now, I've confirmed with my internet provider.
01:00
Speaker 2
Thank you for calling linkages my name is Nathan do you know who I'm speaking Alan Daly is this your first time calling us Alan? Yeah tell me what is the issue about how can I help? [silence]
03:00
Speaker 1
That the connection is good. Um and so what is telling me is that, uh, there is that it's connected and that the signal is strong, but nothing works. My apps. It says that it's not connected. My Wi-Fi for my comp computer, my iPhone, nothing works. I've tried to restart the router and I and and nothing's working. So I wasn't sure if I had any other options. Um, how it's an EA7500. I do. So I guess this is it. It is 60559395. Um, it was this bit 302.
04:00
Speaker 2
Sure, can you give me the model of your odor? EA 75. Do you have the serial number? It's around 13-digit long. Can you take a look again? [silence]
04:00
Speaker 1
00:00:13 excuse me.
05:00
Speaker 2
Is this the one? Yeah. Something like, SN2, uh, labeled serial number there you go. Try again. Yes. Uh, that one. That one. Yeah, 1- 8- L- 2- 0- 4- 3- S- 1- 98- 0- 1- F0- 3- 3- 7- 5- E- 0- 5- E- 0- 1- 5- 8- 0.
05:00
Speaker 1
[silence] I believe that's the rake. Uh this is the only thing that the TV's hooked up to. Cause there's something else. I'm not sure where it is and I'm, like, where the TV is, there's, uh other than there's a blue cable. Going down. Uh let's see here. [silence]
06:00
Speaker 2
All right. This is a correct one. Oh, OK. I got it. Yes. You have this device since 2019, right. Seven years ago. Now, did your internet service provider gave you a new device a model. Now. Going down. [silence]
06:00
Speaker 1
Yeah, there's a blue cable, like a little white box. Yeah, but there's nothing. It's, uh, what are my two options? Oh, we... How do I tell the difference? I'm sorry. It's like an Ethernet plug in. It's like an Ethernet plug in. Yeah, I don't know. I mean, this is a really tiny white box mounted to the wall and it's not coming off. Yeah. Okay.
07:00
Speaker 2
Right box this is a fiber or a cable modern fiber fire or cable usually the internet okay okay Okay the internet is connected to the box and the back of the at the back of the box there is an a round that's a K cable and it is a thin line like a like a small strand that's to five that's okay that's okay it's a fire then it's fire
07:00
Speaker 1
Speaker 1: Okay. If planners, if planters, P-L-A-N-T-E-R-S, planters, electric, or planters, uh... I forget what it's broadband. Planters broadband. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
08:00
Speaker 2
So, if it's a pinbox, it's a fiber. So, it's coming from uh who provided? Is it spectrum, right? Again? Mm. Mm. Yes, okay. I got it. Hmm. All right. I found the problem. The problem is the router. The router is already end of life and end of support, meaning it becomes obsolete. Since the electric has just upgraded the network into higher level of security, speed, and capability. Your router is a little bit old, it's seven years old, actually more than that. If we try to format the router, the this problem used to come back after a day or two, a week. It's not stable. Your best solution is to replace the router. You need to replace it. It's already obsolete. Do not spend too much on the router because router have a lifespan of five years. After five years, your internet company will upgrade the network. Your router cannot cope up with that one. So you need to I can I can send you an email. You can factory reset it and reinstall it. There's no guarantee it will work, but if it works, so good, very good then. It will give you at least a day or two, a month until we can show down, but you still have to replace it. Okay, give me your email. I will send you the instruction. What's your email?
08:00
Speaker 1
Allen. at a g s o u t h f c as in farmcredit.com so it's allan.daily at agsoutftc.com okay? yep yep perfect. right.
10:00
Speaker 2
th I will spell it for you. Apple, Lima, Lima, Echo, November dot Delta, Alfa, Lima, Echo, Yankee, Lima, Alfa, George, Tom, Oscar, Uniform, Thomas, Hotel, Fox, Charlie.com. I think I got it, right? All right. Give me five to ten minutes, Alan. I will create the email for you and make it simple and step-by-step so that you can easily follow it. Five to ten minutes, you will receive your email. Does that make sense?
10:00
Speaker 1
Well, thank you so much. I appreciate that. All right. Good night. Take care.
11:00
Speaker 2
All right then. Okay. Thanks for the call. My name is Nathan and have a nice day, Rabiit. Good night. Bye bye.
11:00