V2 Rubric Detail — 2130609e-8069-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 16:20
Duration
8m 20s
Contact
941-726-6550
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#EOS00137291
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall59.2% (+3.2)

V2 Grader Summary

The agent correctly identified the EA7200 as end-of-support and provided appropriate best-effort guidance via an emailed reconfiguration guide (R3 Met), but failed to resolve the issue on-call (R1 Not Met) and performed incomplete troubleshooting (R2 Partially Met). Communication showed control issues and lacked empathy (C1, X1 Partially/Not Met), though ownership and next-step clarity were strong (O1, O2 Met). No critical failures triggered auto-zero; outcome is Partial Resolution.

V1 Case Analysis

Customer reports EA7200 router not working with blinking green/orange LED. Device is legacy/out-of-warranty. Agent collected model, serial, contact info and will email reset/re-configuration guide.

Troubleshooting Steps
  • Asked if a computer could connect directly to the wall jack
  • Inquired about reset attempt duration (~10 seconds)
  • Checked for LED indicators on the router
Key Observations
  • Agent initially misidentified the model as PA7200 before correcting to EA7200
  • No verification was performed to confirm whether the reset resolved the issue or if the router reached steady white light
  • Agent correctly identified EA7200 as a legacy/end-of-support device per KB guidelines
  • Agent provided a valid self-help path (email guide) for an out-of-warranty device
Positive Highlights
  • Correctly identified EA7200 as a legacy, end-of-support device per KB guidelines
  • Collected essential customer information (model, serial, phone, name)
  • Set appropriate expectations for legacy device support
  • Offered to send a detailed reset/re-configuration guide via email, providing a valid self-help path
Agent Errors / Gaps
  • Incorrect initial model identification (PA7200 vs EA7200)
  • Failed to confirm router status after reset attempt or verify if the device reached steady white light
  • Did not follow through on testing wall jack connectivity despite asking the question
  • Provided minimal troubleshooting; relied solely on sending a guide without guiding the customer through basic steps

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only promised to email a guide and did not get the router working during the call; issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent asked about model, reset button, and wall connection but skipped essential steps (did not verify internet from wall via direct PC test, did not guide power cycle, failed to interpret LED status beyond port light).
R3 Met Correct resolution path conf 90%
Agent correctly identified EA7200 as end-of-support and offered best-effort help via emailed guide instead of dismissing customer, aligning with OOW troubleshooting standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified symptom (blinking, no connection) and asked basic questions, but diagnostic process was shallow — no logical sequence to isolate cause (e.g., WAN vs. device failure), and root cause not determined.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal lookup to confirm model support status — appropriate and necessary tool use for EOL determination; no further tools were required for this scenario.
T3 Met No misinformation conf 85%
Technical claims regarding EOL status, firmware obsolescence, and LED behavior (steady white = ready) are factually accurate per KB for EA series and legacy devices.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic call flow but exhibited poor control: repeated 'can do repeat' multiple times, had long silences, and failed to clarify confusion around model number (initially misheard as PA7200).
C2 Partially Met Confirmed understanding conf 70%
Agent used simple language but failed to confirm understanding — customer remained confused about light indicators and top LED; did not adapt to customer's fragmented input or check comprehension after key instructions.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending a guide — no avoidance or deflection despite device being out of support.
O2 Met Proactive follow-through conf 90%
Clear next step: guide to be emailed immediately after call; customer was informed of action and timing, setting realistic expectation.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within agent’s scope (EOL guidance).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 70%
Agent offered minimal empathy and did not acknowledge the customer’s frustration over sudden loss of connectivity; tone was transactional with no specific recognition of repeated effort or history.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a consistent pace but did not adjust to customer’s disjointed speech or confusion about lights; missed cues to slow down or rephrase when customer struggled to describe symptoms.
X3 Not Met Overall experience conf 70%
Customer had to repeat name, email, and model information due to poor audio/transcript gaps and agent did not streamline the process; unnecessary repetition and friction occurred without agent-side efficiency measures.
Call Transcript15 turns · 16 lines
Speaker 2
Welcome to Linksys 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. Hi, thank you for calling Linksys. This is G., how can I help you today? [silence]
00:00
Speaker 1
Hello? Hello? Can you hear me? Okay. Yeah. So, I have uh one of your routers and I have an ethernet cable hooked up into it for uh faster speeds, but uh for some reason, the router is just not working. It keeps blinking and I have no connection. It just stopped out of nowhere. Just the one.
01:00
Speaker 2
yes hello sir hello hello hey sir yes yes I can I hear now sir oh can do repeat the yes can do repeat that one please hmm I see how many router you have sir just one uh what's the model number
01:00
Speaker 1
2 0 0. Yeah. Serial number. 3 2 x 2 0 M 2 5 b 0 2 6 4 4.
02:00
Speaker 2
PA7200. That's the model number there. Okay. And do you happen to see the serial number? Got it. Let me just track on the exact unit for Okay. Just me a couple of seconds. Okay, who's your internet provider sir?
02:00
Speaker 1
Uh, I have no idea. We're on a apartment complex. So, yes. Yeah, yeah. It's straight to the wall. Uh, yeah. Uh, no. Oh, yeah. The internet from the wall. Yeah. Yep. [silence]
03:00
Speaker 2
I see. So, your Linksys router is connected to a wall patch on the wall? Were you able to check on the wall connection, sir? Like, wired, did you wire a computer straight to the wall patch? You did. Okay, and do you have internet connection directly from the wall? Okay, internet from the wall. Okay. Did you try to reset your router, sir? How long? How long did you press the reset button? How long? [silence]
03:00
Speaker 1
I didn't know. So I pressed it a couple of times and then one time I held it down for like 10 seconds. Okay. Uh, 941 7266550. Cameron. And then Leftford.
04:00
Speaker 2
Okay, I just need to check on a few things, sir. And I have your phone number just in case you get disconnected. 6 2 1 4 5 6 7 0. How about your first and last names, sir? Okay.
04:00
Speaker 1
lever [ silence ] just [ silence ] C-A-M [ pause ] E-R-O-N [ rest of words unintelligible ] just my first name [ silence ] and my last name [ pause ] [ unintelligible ] at [ unintelligible ] dot com [ pause ] E-A-7-2-0-0
05:00
Speaker 2
Blackford. Okay, got it. And your email address? Mm-hmm. at email.com. Sir, what is the model number again of your الأرجال? E-A-7-2-0-0. Okay. Sir, unfortunately, this device or this router shows that it's part of the end of support and end of life device. This is already part of, sorry, this is one of our legacy devices. That means, sir, that this router possibly stopped working because the firmware is. Right, You're on the air. Already out dates the firmware, so sure, I can possibly provide you on how you can do the reconfiguration. This is a set up guide sir, on how you can reset and reconfigure your router. But unfortunately, Sir, I can no longer walk you through that over the phone. But I can send it to your email. Okay. So yeah, I will send it I will send you the guide right after this call, and you can follow that guy to if you can do reset your router, just do so. So you will know how if the light is steady, I'm sorry, if you will know if the light, if the router is ready for setup because the light on the top will go steady, steady white. Anyways, that's part of the service white here.
05:00
Speaker 1
On top, uh just where I have the ethernet cable plugged in, it's the green and orange one. No other lights other than that. Okay. Uh. [silence]
07:00
Speaker 2
on the top. Yes. Is there any light indicator on the top? [silence] I see. Okay. So if that's the case, you will know if the node I'm sorry, if the router is ready for shut up because the Wi-Fi name, the original Wi-Fi name will show up, which means if you can, uh, see underneath the device, you have the name. It should show up the same name. Okay. So yes, sir. I'll send the guide through right after this call.
07:00
Speaker 1
all right all right thanks goodbye
08:00
Speaker 2
Give us a call and just follow the step by step guide, the word that you'll be able to know if if this is still working or not. Okay, thank you so much for your time sir, and have a good day, please stay safe. Bye bye sir.
08:00