V2 Rubric Detail — 2a114e58-7eca-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:50
Duration
14m 15s
Contact
518-521-0720
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#EOS00136866
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

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
Technical0.00/5
Communication3.75/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.71/5
Overall15.7% (-40.3)

V2 Grader Summary

The agent did not perform any substantive troubleshooting, incorrectly claimed the router was out of support, and simply advised the customer to purchase a new device. No ownership, empathy, or escalation was demonstrated, resulting in an unresolved issue.

V1 Case Analysis

Customer reports no internet on EA7300V2. Agent incorrectly stated router is end-of-support and advised purchase of new Wi-Fi 6 router. No WAN diagnostics or configuration checks performed.

Troubleshooting Steps
  • Collected model number EA7300V2 and serial number.
  • Confirmed ISP status (modem working).
  • Asked customer to reset/power-cycle router.
Key Observations
  • Agent claimed EA7300V2 is end-of-support at [12:00], which is factually incorrect per KB — firmware updates and self-help support are still available.
  • No WAN diagnostics performed: did not instruct customer to test direct modem connection, check router status page, or verify DHCP/WAN IP assignment.
  • Agent failed to check or recommend enabling auto-firmware updates, which could resolve compatibility issues.
  • Incorrectly advised customer to buy a Wi-Fi 6 router as the only solution, despite no evidence the issue is hardware-related.
  • No attempt to verify current firmware version or suggest manual update if needed.
Positive Highlights
  • Collected essential device information (model, serial, ISP) at [08:00–09:00].
  • Confirmed ISP modem status was working per customer report.
  • Maintained polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated at [12:00] that EA7300V2 has reached end-of-support — contradicts KB guidance which confirms ongoing firmware and self-help support.
  • Failed to perform basic WAN diagnostics per universal_isp_modem_diagnostics.md: no direct modem test, no router status check, no DHCP/WAN IP verification.
  • Did not check or recommend firmware update, which is a standard first step for connectivity issues on supported devices.
  • Provided misleading advice that a Wi-Fi 6 router is necessary, when the issue could be resolved with configuration or update on existing hardware.
  • Did not verify or suggest checking auto-update settings in Router Settings > Connectivity > Basic tab per universal_firmware_update.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to buy a new router instead of resolving the connectivity issue; no troubleshooting or resolution attempted.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken—agent did not verify WAN connection, check for firmware updates, or guide a proper power cycle despite customer reporting a persistent outage.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly declared EA7300V2 'end of support' and offered no best-effort troubleshooting; KB does not state this model is unsupported, and basic diagnostics apply regardless of age.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause—did not ask about modem status lights, router LED behavior, or perform any isolation steps like direct modem test.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used—agent did not attempt remote access, check WAN status via web interface (http://192.168.1.1), or guide speed test; skipped essential diagnostics clearly required for internet outage.
T3 Not Met No misinformation conf 98%
Agent claimed the EA7300V2 had 'reached its end of support' and that Linksys 'no longer provide technical assistance for this router.' This is contradicted by the KB, which includes the EA series in multiple troubleshooting guides and provides no 'end of support' list.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent greeted and collected info but lost control by abruptly shifting to replacement advice without framing or transition.
C2 Met Confirmed understanding conf 92%
Agent used plain language and avoided technical jargon, matching the customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of fixing the problem; they immediately suggested buying a new device.
O2 Partially Met Proactive follow-through conf 88%
Agent gave a next step (purchase a new router) but provided no timeline, no follow‑up commitment, and no assistance to obtain a replacement.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation occurred despite unresolved hardware-like symptom; agent should have escalated for advanced diagnostics or RMA evaluation instead of dismissing support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy or acknowledgment of the customer’s frustration about three days without internet.
X2 Partially Met Tone & rapport conf 89%
Tone remained polite but the agent did not adjust to the customer’s evident frustration or repeat information for clarification.
X3 Not Met Overall experience conf 94%
Customer was left to repeat information (model, serial) and was not guided through any steps that could reduce effort.
Call Transcript16 turns · 16 lines
Speaker 2
welcome to Lynski 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 dot websites.com for more information about your product [silence]
00:00
Speaker 1
This message has been transcribed address one moment now I notify the caller. Well I'm having trouble with my internet. I've been out for three days and I just talked to my cable company and they said my modem or whatever is going fine on their end. They said my linksys is only sending out.
07:00
Speaker 2
Thank you for calling Linksys this is Mark, how can I help you?
07:00
Speaker 1
I don't know, 100 megawatt something, something, instead of 1,000, which it should be or something. So they said I should call you. I read I reset it million times, the solid light is on and I cannot get my internet. Um, is that at AC 1750? Is that the right? Oh, serial number, hold on. I got to go, turn it upside down, I guess, right? Oh, at the bottom, let me grab a pen and both look at it, make sure I can. All right. The model number at the bottom, underneath or let's see. I can pull it out far enough.
08:00
Speaker 2
Uh-huh. OK. Well, let me see. What's the model number of your Linksys router? Not actually, but how about a serial number instead. It should be printed at the bottom of it.
08:00
Speaker 1
Model, but where is it? Serial number. Oh. It is EA7300V2. Serial number 1-9-T-20-M-2-7-9-0-0-2-3-0. Mh cable, Mid-Hudson cable out of uh Catskill. [silence] First name is Christine, C-H-R-I-S-T-I-N-E, and last name is Marsha, M-A-R-S-H-A, passcode 6249945, escalation number JS11459112.
09:00
Speaker 2
Uh huh. How about its serial number? Okay. Who's your Internet service provider? K. Okay. All right, let me also create a record here. What is your first and last name? [silence]
09:00
Speaker 1
I S T I N E Delong D E L O N G D E Long seas, 361 at Gmail. Okay. The product supposedly had some kind of warranty on it or something that it was replaceable. Um, only looks like a couple years. I don't think I've had it all that long. I'm not sure. I thought maybe you could tell by the oh Right, but I paid extra money for the warranty.
10:00
Speaker 2
Alright, how about your email address? Alright, and just in case this call gets disconnected, what is your phone number? Uh, how long have you had this? Uhm. Well, this model only has one year of hardware warranty.
10:00
Speaker 1
Or something so that it would be replace repl- replaceable within so many years. I don't know, but it wasn't the one year. Correct. What exactly what? Say that again. I must I must. If sometimes if there's like an electric, you know, something, a little, a little tiny blip in the service, you know, it goes out. And I had to reset it. And I can't get back on. Um, well, I can either or you get. Well, my my one modem is okay with.
11:00
Speaker 2
that's probably not from us. But, uh, going back to your concern, uh, you said that the router is only giving a 100 instead of 1,000. But what exact is happening? You know, what actually, you've lost internet? That's what's happening. You had to reset it. How do you do the reset? [silence]
11:00
Speaker 1
each cable. They checked it and said it's fine. It's doing what it's supposed to do. Um, but there's a reset button on the back or I unplug it for a few seconds and then plug it back in. Yes, I can't get on anything. I have no internet. [silence]
12:00
Speaker 2
I don't know. But, right now, do you have issues with your devices? Yes, sir. You can't get online. Uh-I see. Okay. All right, well, here's the situation there. Base on our record here, this model of router that you have has already reached its end of support. That means that we no longer provide technical assistance for this router. Now, what we recommend you do instead is to get a new router. Not necessarily from Linksys, but get a brand new one.
12:00
Speaker 1
Oh. Okay. I don't know anything about purchasing a route and the last time I did, I think it was through you guys. I think I talked to the company and they sent me this. Um what do I, what do I need to know to order like say for Amazon or whatever? What what would what would I, I mean, how much should these cost? Okay. All right. And is there any specification that it should have? I I don't know anything about these. [silence] [silence]
13:00
Speaker 2
This is a pretty old router, well I think within the range of $100 and $200, you should be able to buy a brand new router. Well uh, I, look for a router that's at least a Wi-Fi 6 router that has a, that is a 5 gigahertz and then a 2 gigahertz capable. [silence]
13:00
Speaker 1
ok ok alright well I thank you for your time I will um I guess I will go order one alright thank you very much
14:00