V2 Rubric Detail — 2449d616-7709-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:00
Duration
13m 45s
Contact
Gregory willborn
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135825
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300V2 Change the internet type to Bridge Mode

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall21.7% (-42.3)

V2 Grader Summary

Despite customer reporting web pages loaded fine, the agent's instruction to use Bridge Mode instead of Access Point mode for the EA7300 is technically incorrect per KB and fails to achieve the goal of setting up the router as an access point. This constitutes a critical failure under T3, triggering auto-zero. The call also lacked empathy, effort reduction, and proper troubleshooting.

V1 Case Analysis

Customer (EA7300V2) wanted AP mode. Agent guided to set Bridge Mode via Connectivity → Internet Settings → Edit → Bridge Mode. Customer reported web access on Xbox but no verification of AP functionality (Wi-Fi broadcast, SSID, or device connectivity).

Troubleshooting Steps
  • Verified model and serial number.
  • Instructed to access router web interface (http://192.168.1.1).
  • Navigated to Connectivity → Internet Settings → Edit.
  • Changed Connection Type to Bridge Mode and applied changes.
Key Observations
  • Agent correctly identified the need for AP mode but incorrectly guided the customer to Bridge Mode instead of Access Point Mode per KB (universal_access_point_mode.md).
  • No post-configuration verification was performed to confirm the router was broadcasting Wi-Fi or allowing client connections (e.g., checking SSID, LED status, or connecting a test device).
  • Customer mentioned confusion with the mobile app, but the agent kept guidance focused on the web UI.
  • Call ended abruptly without agent-led confirmation of full functionality or a proper recap.
Positive Highlights
  • Collected essential device information (model, serial, customer name, email) early in the call.
  • Correctly directed the customer to the web interface (http://192.168.1.1) and navigated to Connectivity > Internet Settings, which is the correct path per KB for EA series.
  • Maintained a polite and professional tone throughout the call.
  • Confirmed the need for a wired connection from the modem to the router, which aligns with AP mode requirements.
Agent Errors / Gaps
  • Instructed the customer to set the router to **Bridge Mode** instead of **Access Point Mode**, which is the correct setting for EA series routers per the KB (universal_access_point_mode.md). This is a material technical inaccuracy.
  • Did not verify that the router was broadcasting Wi-Fi after configuration (per KB: 'Confirm AP mode is enabled in Connectivity settings' and 'WiFi not broadcasting' troubleshooting).
  • Did not instruct the customer to check the LED status after reboot to confirm normal operation (solid blue/white = online).
  • Did not confirm whether guest devices could actually connect to the new AP network — relied solely on the customer's report of web access on an already-connected Xbox.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer confirmed web pages loaded fine, but agent instructed incorrect Bridge Mode instead of Access Point mode, which does not achieve the stated goal of using the router as an access point for guest network.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential AP setup steps (LAN-to-LAN connection, disabling DHCP) and relied on incorrect Bridge Mode guidance without validating configuration or symptoms.
R3 Not Met Correct resolution path conf 95%
Agent selected Bridge Mode as resolution path, but for EA7300 as access point, Access Point mode is required per KB; this misalignment constitutes wrong path.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent did not identify symptoms (e.g., disconnections, LED status) or ask diagnostic questions about current setup before proposing solution.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use available KB resources or tools to verify correct AP mode procedure despite having model number; relied solely on incorrect verbal guidance.
T3 Not Met No misinformation conf 95%
Agent instructed customer to select 'Bridge Mode' under Internet Settings, but KB (universal_access_point_mode.md) requires 'Access Point' mode for EA7300 to function as wired access point — materially incorrect.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but allowed long silences, failed to frame troubleshooting steps, and did not manage transitions effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but did not confirm understanding or adapt to customer’s confusion about the mobile app or settings navigation.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, did not transfer, and took responsibility for guiding the customer through the entire process until conclusion.
O2 Partially Met Proactive follow-through conf 80%
Agent provided step-by-step instructions but did not set clear follow-up timeline or promise callback; resolution left to customer verification without confirmation.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a configuration issue, even if misguided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer frustration ('annoying', 'confusing as hell') or expressed empathy; tone remained transactional.
X2 Not Met Tone & rapport conf 85%
Agent maintained rigid, script-like tone and failed to adapt to customer’s pace, emotional state, or confusion during technical steps.
X3 Not Met Overall experience conf 80%
Agent required customer to perform all navigation and troubleshooting; did not reduce effort by offering remote assistance, pre-checks, or clearer guidance.
Call Transcript27 turns · 27 lines
Speaker 1
I. don't know. Uh, yes, sir. I am trying to put my Linksys router into access mode and I can't figure out how to do it on the uh, I
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 one now. For out of warranty products, please have your devices 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. Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help you? Yeah, so my internet keeps disconnecting. I have to reconnect it over and over again. It's really annoying.
00:00
Speaker 1
[silence]. Um, I'm already, I'm already in the, the settings and stuff. I'm just trying to get it to get it to, well, I'm trying to find the, um, access point setting so I can turn off. because we've got it connected through a modem upstairs in our house and we have it set up downstairs for our guests. That way we don't have to go through and buy new equipment. Correct. [silence].
01:00
Speaker 2
What have you tried so far, sir, to access the admin page of your router on the browser? Uh, what link? So you want this router to act as an access point so that you can have a separate network. Okay. So, uh, yeah, I can
01:00
Speaker 1
Um, the model number is EA7300V2. And the serial number is 1920C67911433. Yes. [silence]
02:00
Speaker 2
absolutely help you out there, but before we proceed, can I have the model number and serial number of your Linksys router. mm-hm. and okay, thank you so much. Give me 1 moment. Let me just check on this router. So you are already on the web browser interface of your router. That's a good thing.
02:00
Speaker 1
Gregory Wilborn. Can you explain to me why you need it? I'm, I'm not saying that I'm not willing to give it. I just... I'm, I'm not sure why it's required for what I'm asking for help with. Yeah. I have a good understanding
03:00
Speaker 2
Okay. So, sir, let me just go ahead and create a record for this one, because I was actually trying to pull up some records using the phone number or the serial number that you have provided. But unfortunately, I cannot find anything. Can I have your first name and your last name? Okay. I'm sorry, Gregory. Can I also please have your active email address? I sorry, yeah, so I'm actually trying to create a record with that.
03:00
Speaker 1
okay, okay, okay. Okay. Um, email is Sydney. S-Y-D-I-N-E-Y stormtail S-T-O-R-M-T-A-I-L at gmail.com. Correct.
04:00
Speaker 2
for this conversation so that whenever you need to call us back, they can just easily pull up your record. So that's Sydney stormtail@ gmai.com. Okay, thank you so much. Okay, OK, yes, this is a specific model average P.
04:00
Speaker 1
okay let me give me one second I'm gonna set things back into because I was fiddling around with the settings and I I pretty much given up when I called y'all let me change everything back to a factory settings I changed I you said go to connectivity [silence] oh sorry it like that
05:00
Speaker 2
Okay, so, sir, for this one, since you want this EA7300 to act as an access point, so all you just have to do is to make it or to set this one into bridge mode. So just go to connectivity [silence]
05:00
Speaker 1
Okay. Okay. Okay. okay . Okay, I've already done that.
06:00
Speaker 2
And then after you are already in the connectivity, go to Internet settings. So you can see there any DHCP under that one. So just select or tap on the word edit so that you can change it and then make it to a bridge mode. So it's type of Internet connection, sir. Uh-huh. So after the word or the sentence type of Internet connection, tap on the word edit and then there will be an arrow drop down option. Tap on it and then select the word bridge mode. Yeah. [silence] Mm-hmm. [silence]
06:00
Speaker 1
and right below it says IP address and I have two options obtain an IPv4 address automatically or specify one I assume I leave the default setting which is obtained automatically as it is and click apply Okay while I'm waiting for that to go through I'm gonna wait for this to finish and then I'm gonna swap over to to the other channel on my TV So I can check and make sure that that fits their double
07:00
Speaker 2
mm-hmm. Yes, sir, don't forget to click and apply. [silence] [silence] [silence] [silence] [silence] [silence] [silence]
07:00
Speaker 1
Sure. So our ISP is Xfinity. Okay. So it kicked me out to some odd webpage. Oh, something.sh, something.xfinity, sorry. Something.xfinity.com, I can't remember what it's called.
08:00
Speaker 2
Yeah. Yeah, absolutely. And by the way, who is your internet service provider? right. vistor are adzari. [silence]
08:00
Speaker 1
Speaker 1: okay.
09:00
Speaker 2
no sir, cause all you just actually have to do is just to change the mode or the internet type connection of your Linksys router to put it into bridge mode and then automatically it will broadcast and just to make sure sir, there is a hard wire connecting from the internet source directly to the EA7300. Okay. And what is the LED light that you can see on top of the EA7350. Okay. Internet is there.
09:00
Speaker 1
Um, right now I am, I'm just getting this set up and I've only got a, I was trying to change the settings and stuff through the mobile app. I couldn't figure out the mobile app because y'all's mobile app is is confusing as hell. I currently have my computer which I just walked over from and I'm I've got my Xbox connected to it, which I'm getting ready to do a NAT test to make sure I am not getting double NATOed still.
10:00
Speaker 2
[silence] Once cause if you can actually see a stable white light on the body of the router then it means it is receiving an internet. But just to make sure sir, what device are we trying to connect?
10:00
Speaker 1
It is a, uh, controller. It is a, uh, right. I know what it is. I can't think of it. It's, um, it's a modem. No, it, uh, it does, it has its own built-in Wi-Fi, but the Wi-Fi does not reach down into the basement where we need it.
11:00
Speaker 2
okay uh just to make sure as well sir uh okay so the one that you have from your internet service provider sir or from Exfinity is it the modem or a gateway or a modem gateway yeah don't worry like a modem alone like it like it cannot provide any wireless connection
11:00
Speaker 1
Um, I, I, I have it and I just uh swapped over to my Xbox and the double knack type is gone. well, uh, yeah, I can try to connect my phone. Give me a second. Yeah. Okay.
12:00
Speaker 2
Okay I mean, do you have the information like the Wi-Fi name and password of that one? Written down. [silence] Cause we need it later. [silence] Okay [silence] Can you try connecting some other devices aside from that one? [silence]
12:00
Speaker 1
Yep, we're good. I'm pulling up web pages just fine. Okay. No, that's it. Bye.
13:00