V2 Rubric Detail — 248a80fe-7bc7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 18:51
Duration
5m 59s
Contact
Richard Baczewski
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136579
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support EA9500

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication3.75/5
Ownership3.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall40.2% (-15.8)

V2 Grader Summary

The agent accurately identified the EA9500 as end-of-life (T3 Met) but failed to conduct any troubleshooting (R2 Not Met, T1 Not Met) or provide best-effort OOW support (R3 Not Met). The interaction was transactional and empathetic deficits (X1/X2/X3 Not Met) left the customer unresolved. No auto-zero triggers were present as dismissal was policy-based, not abusive.

V1 Case Analysis

Customer reported issue with EA9500. Agent incorrectly stated device is EOL/out of warranty, offered only vague self-help. No troubleshooting performed.

Troubleshooting Steps
  • Collected serial number and customer information
  • Incorrectly assessed warranty and EOL status
Key Observations
  • Agent incorrectly claimed EA9500 is end-of-life and out of warranty — contradicts KB documentation.
  • No attempt to diagnose the actual issue; customer's symptom was never clarified.
  • No troubleshooting steps performed despite the router being a supported model.
  • Serial number was initially misheard but corrected to J09700407.
  • Email was phonetically spelled and correctly captured as richm75@gmail.com.
Positive Highlights
  • Agent collected customer name, email, and serial number accurately after correction.
  • Maintained a polite and professional tone throughout the call.
  • Correctly identified the model as EA9500 from the serial number.
Agent Errors / Gaps
  • Incorrectly stated EA9500 is end-of-life and out of warranty — per universal_eol_firmware.md, EA9500 is listed with firmware downloads and is not marked as EOL.
  • Failed to verify the actual customer issue — no symptom clarification attempted.
  • Provided no troubleshooting steps despite the device being eligible for support.
  • Offered only vague self-help without linking to any specific KB article or resource.
  • Misrepresented Linksys support policy by claiming no technical support is available for this model.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared EA9500 is end-of-life and 'we can no longer provide technical support' without resolving the customer's issue or offering actionable solutions.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed; agent skipped symptom identification, diagnostics, or even basic self-help suggestions like rebooting or connection checks.
R3 Not Met Correct resolution path conf 95%
Agent correctly identified EA9500 as out-of-warranty/EOL but failed to attempt required best-effort troubleshooting (e.g., factory reset, reconfiguration) for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked for serial number and model but did not identify symptoms, ask diagnostic questions, or follow a logical troubleshooting sequence.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used internal system to verify warranty/EOL status appropriately but did not employ additional tools (remote session, logs, diagnostics) needed for resolution.
T3 Met No misinformation conf 100%
Statements about EA9500 being EOL, out of warranty since 2021, and receiving no security/firmware updates are factually accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced themselves, collected information, and created a record but provided no clear expectations, process explanation, or guidance toward resolution.
C2 Met Confirmed understanding conf 93%
Agent used accessible language (e.g., 'end of life', 'no updates') without technical jargon, aligning with customer's comprehension level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the interaction from start to finish, created a case record, and did not transfer the customer to avoid difficulty.
O2 Not Met Proactive follow-through conf 95%
Agent offered only vague 'self-help' with no specific resources, timeline, or follow-up commitments, leaving customer without actionable next steps.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first contact with no prior case history or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Decision not to escalate was appropriate given EOL status and lack of warrantable issues; no valid escalation trigger existed (e.g., complexity, hardware fault, management request).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch, and none was warranted due to EOL product status.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent delivered a blunt, scripted denial ('we can no longer provide technical support') without acknowledging customer's frustration ('So there's no way to fix it?') or showing empathy.
X2 Not Met Tone & rapport conf 94%
Agent maintained a flat, procedural tone throughout, showing no adaptation to customer's confusion or emotional state and failing to keep engagement.
X3 Not Met Overall experience conf 93%
Customer repeated serial number and name multiple times due to unclear capture; agent made no effort to reduce repetition or streamline the process.
Call Transcript12 turns · 12 lines
Speaker 1
Yeah, I'm having a problem with my Linksys router. let's see.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored.某 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.linksys.com for more information about your product. [silence] Thank you for calling Linksys. This is Ice, and how can I help you? Let's see. Can you provide me the serial number of your Linksys? [silence]
00:00
Speaker 1
9700407 uh after the j it's zero nine yes yes Richard Bocci Ieski
01:00
Speaker 2
I'll repeat again. The serial number is one seven A for Apple. One one J for John nine seven three zero zero. All right. J zero nine seven zero zero four zero seven. Is that correct? All right. I'll create first a record for you, sir. May I have your name?
01:00
Speaker 1
B A CZ e-w-s-k-I. [silence] B A CZ e-w-s-k-I. Yes. It's R I C K H M C 7-5 at GMl.com.
02:00
Speaker 2
Hello uh Richard can you spell your last name VACD Baxe ski Baxe ski thank you Richard and may i also have your eMail address so
02:00
Speaker 1
Uh, Frontier.
03:00
Speaker 2
Okay, thanks. And who's your internet service provider, Rick? Rick? Okay. Rick, it seems that your Linksys router model EA9500 is already out of warranty. It's warranty status expired less 2021. And apparently, this Linksys router you have is an older model, older type Linksys router. And it's
03:00
Speaker 1
So there's no way to fix it.
04:00
Speaker 2
Life cycle phase has already ended. last 2021. its end of life was last 2021. Meaning this router is no longer. Your router, if it's just a disconnection, you can still set it up and reconfigure it again. The only issue is that we cannot provide you technical support with regards to the router because it has already ended its life cycle phase, end of life and end of support. The router is no longer manufactured or sell by Linx. It has no updates for security or firmware. So, we can no longer provide technical support. But what I can do is to send you a self help [silence] [silence]
04:00
Speaker 1
Okay. Okay. Yep, may I? Okay. All right. Yep, thank you. Yep. Thank you. You too, thanks. Yep, bye. You too, bye.
05:00
Speaker 2
There was no audio to transcribe.
05:00