V2 Rubric Detail — 33aff508-7ee9-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 18:32
Duration
18m 48s
Contact
626-537-1089
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00136933
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall28.1% (-27.9)

V2 Grader Summary

The agent correctly identified the EA7200 as end-of-life but failed to perform any diagnostic troubleshooting (T1, T2) or provide the best-effort support required for OOW devices (R3). The case remained unresolved as the customer was directed to self-help or a new purchase without any attempt to fix the current connection.

V1 Case Analysis

Customer reported no internet/Wi-Fi on EA7200. Model confirmed, out of warranty. No troubleshooting performed. Directed to support.linksys.com and advised to purchase new router. Offered to email guide.

Troubleshooting Steps
  • Collected model number (EA7200)
  • Collected serial number (32X20M2AB00465)
  • Verified out-of-warranty status
Key Observations
  • Agent failed to perform basic WAN connectivity troubleshooting (e.g., power cycle, modem verification, WAN LED check) despite customer having already contacted ISP (Spectrum) who confirmed modem was functional — [13:00].
  • Agent inaccurately claimed Linksys does not offer online technical support — [15:00], contradicting KB guidance and company policy.
  • No attempt was made to guide the customer through router reconfiguration steps (e.g., login to http://192.168.1.1, check WAN settings) even though the agent claimed reconfiguration was needed — [14:00].
  • Call lacked empathy and clear structure; agent repeated requests for serial number despite customer confusion, contributing to prolonged, unproductive exchange.
Positive Highlights
  • Successfully collected and verified the product model number (EA7200) — [09:00].
  • Successfully collected the full serial number (32X20M2AB00465) after customer difficulty — [10:00–11:00].
  • Correctly identified the device as out of warranty and communicated this clearly — [13:00–14:00].
  • Provided the correct support URL (support.linksys.com) — [14:00].
  • Offered to email a self-help guide, providing a concrete next step — [14:00–15:00].
  • Confirmed the customer’s ISP (Spectrum) — [12:00], which is relevant for topology understanding.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting (e.g., restart router/modem, check physical connections, verify WAN status) before declaring device out of support.
  • Provided factually incorrect information: claimed Linksys does not offer online technical support — [15:00], when KB articles and remote guidance are standard for out-of-warranty devices.
  • Did not guide customer through any configuration steps despite stating the router 'needs reconfiguration' — [14:00], leaving the issue unresolved and customer dependent on self-service.
  • Misrepresented support options by implying onsite support exists and is no longer offered, rather than clarifying that remote support remains available even for out-of-warranty devices.
  • Did not confirm whether the customer’s issue was resolved or if they understood the next steps before closing the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored Wi-Fi connectivity; only suggested reconfiguration via self-help or purchasing a new router without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, LED check, WAN connection); agent skipped basic diagnostics and defaulted to self-help.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the EA7200 as out of warranty and EOL, but failed to provide best-effort troubleshooting (e.g., factory reset, re-setup) before directing to self-help or replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process followed — agent did not ask about power, cables, modem sync, or router LEDs; jumped directly to warranty status and replacement.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (e.g., KB lookup for setup steps, remote diagnostics) nor referenced a specific guide during the call despite customer confusion.
T3 Met No misinformation conf 95%
Agent accurately stated the EA7200 is end-of-life and out of warranty; no technical inaccuracies in product status or general guidance were made based on the provided KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call control by collecting model/serial but failed to frame the interaction, set expectations early, or guide transitions smoothly.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but did not confirm understanding or adapt to customer’s repeated confusion about locating labels or next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed ownership by stating no onsite support and deferring to self-help/email; did not attempt to resolve the issue over the call.
O2 Partially Met Proactive follow-through conf 91%
Agent offered to send setup instructions via email but gave no timeline for delivery or confirmation it would be sent.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the issue type and agent's path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained polite but offered minimal empathy; did not acknowledge customer frustration or difficulty reading labels.
X2 Partially Met Tone & rapport conf 90%
Agent stayed on script and did not adjust pace or tone despite customer’s visible confusion and repeated requests for clarification.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial numbers multiple times due to unclear guidance; agent could have normalized ASR variants or provided clearer instructions.
Call Transcript36 turns · 37 lines
Speaker 1
Yes, uh, I think I have a router problem. That says the Internet not connect. Wi-Fi, no Wi-Fi. yeah, yeah, right.
00:00
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.linssys.com for more information about your product. Thank you for calling Linksys. This is Ebby, how can I help you? Yes, ma'am. Okay. All right, so you're not able to go online wirelessly. Okay. Ma'am, can I um,
00:00
Speaker 1
Uh, okay, let me check you see. Uh, where can find this? At the back, right? In the knee, okay. Uh, let me see. Where is the uh. I have the uh Wi-Fi name and Wi-Fi password. Where? Uh uh. Uh, something. Uh
01:00
Speaker 2
have the model number and the serial number of your linksys device you may try sea it's underneath that underneath the router it's at the bottom just look for S slash N number you see there's S slash N underneath that you should be able to see there's sticker it has S slash N number
01:00
Speaker 1
0894-1961 no not that one F0 uh uh FA 772. 00 uh uh Joe? Joe yeah? Uh hold on let let me get... model number where can I find hold on let me get it because the the word the letters so not clear it's hard to read hold on let me get a me make a me fire
02:00
Speaker 2
No ma'am. Not that one. Did you see S slash N? S-A-S-S-N. Singapore and for Norway. How about how about how about model number? Did you see model number? Yeah, it's really small. Sorry.
02:00
Speaker 1
you said find the what number find the what number hold hold on let let me let me find it
03:00
Speaker 2
I'll just look for serial number ma'amm serial number. It should say there S for Singapore, and like Norway, S slash N.
03:00
Speaker 1
Oh, uh, there's a long, serious number, two number. Is this the one? Uh, C 25? There's one, C 25, C 2 X. There's one D D8 E. No, that's not mine. Which one? Which one? Which one read?
04:00
Speaker 2
No, ma'am. What about model number? Do you see model? I'm sorry. Can you read that back to me? Okay. Do you see anything that says serial SN?
04:00
Speaker 1
That's the bottom. model number there's a model number to manage your router type. just along at Seriously, poor address, anything like that. Yeah, it's underneath, right, in the back of the router. Yeah, let me see underneath. Oh, here, maybe here. Let me see.
05:00
Speaker 2
Yes. Model number. Start with why we're making this phone call. The first
05:00
Speaker 1
of the... they're, there's plug in, right? With some plug in. Let me see what's there. E, E, E, E, E, uh, Ethernet, it says two Ethernet 3. That's three. Two Ethernet, that's three. Is this the one? No. Cereal a model. Uh, Under, under, it's underneath, right? Eh, this one. Eh, uh...
06:00
Speaker 2
No ma'am. Yeah, is there someone that can help you there to find the serial number and the model number? It should be underneath the Linksys device ma'am.
06:00
Speaker 1
Oh, this is the one, 1961, something like that. 1961. What's up? Linkies. Just under this year. Yes, yes, two sticker. Two sticker. Yeah, yeah, yeah. Let me see.
07:00
Speaker 2
No ma'am, do you see a, do you see a sticker? Yes. You see there, you see there the name, the wi-fi name and the wi-fi password, right? So it's just I think yeah, it's just beside that or something. You should be able to see there S for Singapore and for Norway, S/N. It's uh, it's a long number, actually. Um it's combination of number
07:00
Speaker 1
Uh designed in California made in Vietnam that's it Singapore I don't see a name on the Wi-Fi password to manage your router type wrong letter Uh I don't see any Singapore or Norway or anything I don't see that [silence] I don't see that the one you said. Hello. I don't see the one you you you you just said. here lean she is this the model number E87200? Is this the model number? Let me see. Uh yeah model number model number Yeah. that's E E A7200. Yeah yeah yeah right. Uh
08:00
Speaker 2
even model number ma'am, you don't see model number. yeah, but you don't see any serial number there, right? [silence]
09:00
Speaker 1
the serial is his, there is a long, long, numbers. There are two, two lines, two lines, numbers. You want me to read the numbers or what? Yeah, one numbers, one letters. The, Numbers? Okay, I read the numbers. Yeah, yeah, yeah, yeah, right. Okay, the first one is 32, hold on, 32 AX, 20 M like money, to a B 0049
10:00
Speaker 2
Yes, the long numbers and letters, Ma'am. Yes, Ma'am. That's it. Yeah, the numbers and letters. Mm-hmm. All right, can you read that to me, ma'am? Ah, it's actually, yeah, it's actually combination of numbers and letters. For the serial number.
10:00
Speaker 1
652020. m m money and then two a yeah uh huh. yeah yeah yeah First name Chuuga last name Oy angry. do you want the second line? do you want me to read the second line? okay okay um
11:00
Speaker 2
Okay, so that is again: 3-2-X-2-0-M for Malaysia. Yeah, M for Malaysia, yes, 2... A for America, B for Bangkok 00465. Yeah, B for Bangkok. 0-0465, right? Okay. Ma'am, can I have your name? Okay. What about your email address? It's okay. I have the... No need to, ma'am. I have that. That's the serial number, the one that you just read to me. So.
11:00
Speaker 1
Okay. Okay. 1234 911 C H U at gmail.com. yeah yeah right yes right uh internet I think, uh, Spectrum Spectrum
12:00
Speaker 2
Can I have your email address please? Okay, so that is again one, two, three, four, nine, 11 CHQ@ gmail.com. Correct. Okay. And who is your internet service provider ma'am? Spectrum. Oh, okay. All right, ma'am. So, do you have a modem connected to your
12:00
Speaker 1
Uh, let me see. Yeah, yeah, I have modern can that yes. You know what? I called spectrum, they say my modern is. Okay. Oh, you mean the router is, what, no good?
13:00
Speaker 2
OK, yeah, cuz it seems ma'am that your router is not communicating with your, yes, yes, the modem is okay, yes, um, good thing that you've uh, checked your connection with Spectrum, uh, Ms. Chu, but, uh, yeah, it could be that there's a need for you to reconfigure the Linksys router because you don't have any connection with Linksys, okay? So ma'am, upon checking here in our system, your router EA7200, ma'am, is already out of warranty, even one of our end of life routers.
13:00
Speaker 1
Wait, wait, wait. You said I have to reconastrmy router? Oh, I have to do
14:00
Speaker 2
Actually, the router is still working. It's just so happened that it lost its connection from the modem. So there's a need for you to reconfigure that, okay? And yeah, just to set your expectation that this router no longer covers for free technical support man. The technical support ended May 2025. All right? So what we can offer, Ms. Choose, is our website which is support.linksys.com. Okay. You will find there articles and how to configure this router. If you want, I can also send you an email. There's an instruction uh or guide for you to be able to reconfigure your Linksys router. I do have your. Yes, ma'am. So there's a need for you to reconfigure your Linksys router. I do have your email there, ma'am.
14:00
Speaker 1
[silence] Can you send somebody to help me? I really don't know how to. Oh. Ah. Uhum Uhum Uhum So uh to buy buy a new router to buy a new router right?
15:00
Speaker 2
check on the settings yes you need to do it no ma'am we we actually don't offer online technical support I mean onsite tech support yes we don't have that anymore and um yeah and this router no longer have free technical support ma'am yes again uh the technical support already ended May 2025 uh so um another option aside from the self-help tool that we will send you miss Chu um is uh for you to buy a new router if you upgrade your router you will get free technical support for that it's uh this uh this is one of our yes if you will upgrade your router ma'am
15:00
Speaker 1
Oh. Where can I buy the new router? Nearby. Oh, Best Buy. Oh, okay. But how, how, how do, oh, they, probably I give them the information, they will provide me the information, uh, what kind of router I can buy, right? Uh, okay. How, can you tell me how much the router, roughly? How much? [silence]
16:00
Speaker 2
If you buy a newer model, then you will get free technical support with that. Your Linksys no longer provides software updates, fixes for your particular model, and even hardware repairs. You can buy it from any local store or from Amazon or Best Buy. Yeah. Yeah, ma'am. Definitely. They will recommend one. Well, you can actually get good models right now for $100. [silence]
16:00
Speaker 1
could you say that one more time, $ 80 or $ 800. $ 80 to $ 100. Oh, then if I buy a new one, then the technician can come over, right, show how me to put it down? Oh, you if I buy the new one, then you can walk with me over the phone to put the new one. Oh, okay then, okay. Uh, now, okay. You just go to the store to buy a new one then, better this way. Okay. Understand now, okay, thank you.
17:00
Speaker 2
$80 to a hundred box 80 and $80 eight yes $0 to $80 to a hundred yes yeah yeah we can also help you over the phone ma'am we would be able to walk you through the process yes yes ma'am that is correct okay yeah yeah that's another option there.
17:00
Speaker 1
Oh, Hey. Hold on, before I go to the store to buy the router, do I need to give them some information like a model number or something like, no. Don't need to. Uh, give them the information about my TV or, nope. Oh, okay. Okay there. Thank you. Okay, thank you. Okay. Okay. Bye.
18:00
Speaker 2
Okay. Thank you for your time. And this is epi again from linksys. Thank you for calling. You do have uh, no, man. You just need to uh, you just need to let them know that you wanted to purchase a newer model. Yes. Okay. All right then, thank you again for calling Linksys. This is epi. Have a great day, man. You take care. Bye-bye.
18:00