V2 Rubric Detail — 30932b6a-7949-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:44
Duration
12m 45s
Contact
Daniel
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#EOS00135971
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA6350v3
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall61.1% (+5.1)

V2 Grader Summary

The agent identified the router as end‑of‑life and offered a factory reset, but no diagnostic work was performed and the issue was never confirmed resolved. While the interaction was courteous and the next step was clearly communicated, the lack of troubleshooting and tool use left the customer's Wi‑Fi problem unresolved. Additionally, the reset duration instruction (30 seconds) deviates from KB guidance for factory reset on EA series.

V1 Case Analysis

Customer (Daniel) reported poor Wi-Fi on EA6350 V3 after moving. Agent advised factory reset (incorrect 30-second duration) and noted the router is end-of-life, though KB confirms EA series is still supported. Self-help path provided with reset instructions.

Troubleshooting Steps
  • Collected router model (EA6350 V3) and serial number (1115804365).
  • Identified Wi-Fi performance degradation as the issue.
  • Advised factory reset and reconfiguration (incorrect timing provided).
Key Observations
  • Agent provided incorrect factory reset duration (30 seconds instead of 10-20 seconds per universal_factory_reset.md).
  • Agent falsely claimed the EA6350 V3 is end-of-life and unsupported, contradicting KB guidance that EA series routers remain supported for basic troubleshooting.
  • No verification was performed to confirm whether the reset resolved the Wi-Fi issue.
  • Agent correctly collected model and serial number early in the call.
  • Agent maintained a courteous tone and provided clear reset instructions despite technical inaccuracies.
Positive Highlights
  • Collected and confirmed model and serial number early in the call.
  • Provided clear, step-by-step reset instructions despite incorrect timing.
  • Maintained professional and empathetic tone throughout.
Agent Errors / Gaps
  • Incorrect factory reset duration (30 seconds instead of 10-20 seconds) - contradicts universal_factory_reset.md.
  • Falsely stated the EA6350 is end-of-life and unsupported - contradicts KB support scope for EA series routers.
  • Did not verify outcome of reset or guide customer through post-reset setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent provided reset instructions but never confirmed the router was reset or that the Wi‑Fi issue was resolved; call ended without verification of success.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked only when the problem started and then suggested a factory reset without any further diagnostics (e.g., checking Wi‑Fi settings, interference, QoS, wired vs. wireless performance).
R3 Met Correct resolution path conf 95%
Agent correctly identified the EA6350 as an end‑of‑life product and offered the best‑available self‑help (factory reset) rather than dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent asked a basic symptom question (“When did you experience this poor connection…”) but did not probe deeper or gather additional diagnostic data.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI check, speed test) were used even though a router‑side check would have been appropriate for a Wi‑Fi performance issue.
T3 Partially Met No misinformation conf 96%
Agent correctly stated EOL status but instructed the customer to hold the reset button for 30 seconds; the KB specifies 10‑20 seconds for most routers and 30 seconds only for power cycling, not factory resetting, on EA series.
Communication
C1 Met Clear & professional language conf 95%
Agent greeted, asked a question, provided a clear step‑by‑step instruction, and closed the call politely.
C2 Met Confirmed understanding conf 94%
Agent used simple, non‑technical language and apologized for the inconvenience, matching the customer’s non‑technical level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent did not transfer the call and took ownership by delivering a self‑help solution.
O2 Met Proactive follow-through conf 95%
Agent gave a concrete next step: “hold the reset button for 30 seconds… then set up the router again from the start.”
O3 Met Closure confirmation conf 94%
Agent used the serial/model information the customer provided and did not ask the customer to repeat details.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized (“I also apologize for the inconvenience”) and remained courteous throughout.
X2 Met Tone & rapport conf 94%
Agent maintained a friendly, patient tone and matched the customer’s non‑technical style.
X3 Met Overall experience conf 93%
Agent gave a single, straightforward action (reset) without requiring the customer to repeat information or perform unnecessary steps.
Call Transcript13 turns · 14 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. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
This message has been transcribed. \n\nOne moment ... Hello.
06:00
Speaker 2
Hi thank you for calling lynxes my name is vany and I help you today hi there what seems to be the problem
06:00
Speaker 1
I can't connect my, so my Wi-Fi is like having really bad connection and I need to change my, lots of us saying I need to change the configuration, so let me try and figure out how I can better use my router. Sorry. All right. Where's the router on your router? uh, let me launch that. Let's check. Is it just on the back? I think it's going to be on the back. Okay, the serial number, right? Uh,
07:00
Speaker 2
in the movie of your router? yes. it's either at the back or the bottom of the router. both the serial number and the model number.
07:00
Speaker 1
So yeah, it's 14Y30. 1115804365. Correct. What's the bottom number again? EA6350 version three, v3. Correct. Daniel.
08:00
Speaker 2
Mm-hmm. Mm-hmm. Once again, it's 14Y like yellow, three zero J like Jacob, zero 580 4365. What's the model number as well? EA 6350 V3. May I ask to whom am I currently speaking with as well? [silence]
08:00
Speaker 1
Daniel, thank you so much. I'd like me to continue with that communication in my hand. Thank you. When do you experience this poor connection on your Wi-Fi? Um, so my my wife and I recently moved into a new apartment. Um, and that's basically when it started. Like when we moved back in, we had to set it all up. I'm not very techy, so I don't know how to like set everything up perfectly. Um, so we'll can you, we'll just I just. So over the games. All right. Yeah. Mhm. All right. This specific one here needs some is a Wi-Fi 6 and Wi-Fi signal. If it is the security is a company.
09:00
Speaker 2
Danielle, thank you so much. All right, let me quickly double check everything on my end. When did you experience this poor connection on your Wi-Fi? Oh, I see. Hmm. I see. Thank you so much for that one. It started over the weekend. All right. So in this specific model that you have, which is an EA6350, the best way to try and at least improve your connection, since this is an EA series, is to consider doing a complete factory reset. And set up the router all over again from scratch, treating it like it's your first time having the router. The reason for that one is, usually, if routers aren't factory reset properly, there's like caches like caches or any kind of other information that's not needed, which overloads your overall internet and causes you to have some kind of poor connection or some lag or delays. So, factory reset is the best way to go. However, however, I do want to stress that, once again, I do want to set expectations. This specific model has already been considered as an end of life and an end of support unit, which, unfortunately, we can no longer assist. But, needless to say, all troubleshooting steps for the device is completely available on support.linksys.com. So, if you need a guide, you can always visit there.
09:00
Speaker 1
Shit happens, no problem. You know, oh, dang, that's unfortunate. Okay. No problem. No, that's okay. I didn't. Yeah, that's okay. Um, so I'm understanding, right? I needed, uh, a new router and then I get the new technology. Oh, okay. So, but you can you help me like would it be okay for you to help me just like know how to factory reset it cuz I don't know how to do that.
11:00
Speaker 2
link sys link sys is not being supported anymore link sys link sys link I also apologize for the inconvenience if you still get support you can still use the router it's just no longer being supported if you want to improve the current connection you can consider a factory reset and sort out our software store else here
11:00
Speaker 1
see if you can get this wrapped real quick. Okay. Okay, sounds good. Thank you so much for your help. Bye bye
12:00
Speaker 2
To reset your Linksys router, you just need to hold the reset button for 30 seconds straight. After 30 seconds, you just let go of the reset button and from there, you need either a laptop or computer available to set up the router again from the start. All right. Thank you so much for calling Linksys. Take care and have a great day. Bye bye for now. You may now end the call as well.
12:00