V2 Rubric Detail — 357a5c8e-74e9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 01:07
Duration
8m 38s
Contact
Brian Blanco
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135441
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300_No wireless connection.
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp2.86/5
Overall25.1% (-30.9)

V2 Grader Summary

The agent failed to resolve the router connectivity issue, conducted no meaningful troubleshooting, and dismissed the out-of-warranty customer with a paid support offer instead of best-effort assistance. Technical accuracy was compromised by illogical claims (e.g., 'Twitter'), and ownership was absent as the agent avoided responsibility for free troubleshooting. The customer was left without resolution or clear next steps.

V1 Case Analysis

Customer (EA7300) router reverted to default mode, no internet. Agent collected model/serial, suggested reset and power-cycle, incorrectly stated EA7300 is EOL with no updates, offered $15 paid support. Customer declined; agent offered to email KB article.

Troubleshooting Steps
  • Requested model and serial number
  • Suggested power-cycle of modem/router
  • Advised factory reset via reset button
  • Recommended checking cable connections
  • Offered paid technical support
Key Observations
  • Agent failed to verify WAN connectivity by bypassing the router and connecting directly to the modem, a critical first step per KB guidance.
  • Agent did not guide the customer through accessing the router's web interface to check settings or firmware status, despite the customer having internet on their phone.
  • Agent incorrectly claimed the EA7300 is end-of-life and no longer receives firmware updates, which contradicts KB documentation.
  • Paid support was offered before performing basic, free troubleshooting steps that could have resolved the issue.
  • Customer has internet on phone but not on TV, indicating the issue may be device-specific or related to setup method, which was not explored.
Positive Highlights
  • Collected model and serial number early in the call [01:00].
  • Collected customer contact information and email [01:00].
  • Displayed empathy and acknowledged customer frustration [02:00].
Agent Errors / Gaps
  • Failed to verify WAN connectivity by connecting a computer directly to the modem [04:00].
  • Did not guide the customer through logging into the router's web interface to check settings [05:00].
  • Incorrectly stated that the EA7300 is end-of-life and no longer receives firmware updates [07:00]; per KB, EA7300 is eligible for updates via manual check.
  • Prematurely offered paid support before exhausting free troubleshooting options [05:00].
  • Did not confirm if the customer could access the router's web interface at http://192.168.1.1 or http://myrouter.local, despite the phone being connected to WiFi [07:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the router connectivity issue; offered paid support and an article instead of a fix.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested factory reset and checking ports/firmware but did not guide through steps systematically or verify WAN/LED status.
R3 Not Met Correct resolution path conf 90%
Agent correctly identified device as out-of-warranty but dismissed with paid support offer instead of pursuing best-effort troubleshooting (e.g., guiding login, interpreting LED behavior).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply logical diagnostic process: did not check router LED status, WAN connection, or IP assignment despite customer reporting no internet.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, admin console at 192.168.1.1, speed test) used or guided, despite being standard for verifying port detection and firmware.
T3 Partially Met No misinformation conf 90%
Correctly identified EA7300 as end-of-life, but claim 'probably on the Twitter itself' is technically nonsensical and unsupported by any KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed call initially but lost direction with long silences and abrupt shift to paid support without clear transition.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but failed to adapt when customer stated no computer available, continuing to suggest computer-based troubleshooting.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by pushing paid support and ending call without taking responsibility to troubleshoot without payment.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timeline set; only generic offer to send article and paid-support pitch.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to maintain or handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within L1 scope with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy with 'I'm sorry to know about that' and 'I understand,' acknowledging frustration sincerely.
X2 Partially Met Tone & rapport conf 85%
Agent maintained polite tone but did not fully adjust to customer’s frustration or device limitations (no computer).
X3 Not Met Overall experience conf 90%
Customer asked to obtain computer or repeat steps already tried, increasing effort unnecessarily.
Call Transcript17 turns · 17 lines
Speaker 1
Hello rocko my name is Brian and I'm calling because I have a Linksys um router, but it seems to have gone into the default mode and it's not connecting again. [silence] Hello, Rochelle.
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 1 now. For out-of-warranty, please have your device's 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 Linkys. My name is Raquel and how may I assist you today? I see, understand. And I'm sorry to know about that.
00:00
Speaker 1
your model numbers EA 7300 uh serial numbers 19 T10S08-801656 yes sure Blanko blanko BLA NCO him I AX likes that array ero 25 Gmail dot com sir, seven eight six. six.
01:00
Speaker 2
Okay, what's the model number and serial number of your linksys router? Okay, and may have a also it's serial number and may have your number. Alright, thank you. And is this your first time calling linksys? Allow me to create a record here, B, Ryan, may have your last name. And may have also your email address. Alright, thank you. And may have also your phone number, in case we get disconnected, I'll be able to call you back.
01:00
Speaker 1
5313438. Correct. It, well, it would say connected, but it wasn't getting any internet. I called my internet provider. I'm sorry. Correct. Yes. Not going through. And I was able to get it to set up the, I guess I changed, I was able to change the name, the password, all that. But
02:00
Speaker 2
All right, thank you. And while my system is checking the warranty and support of your Linksys router, you have mentioned that it goes back to default settings. You mean it broadcast the default wifi name showing at the bottom of the router, right? And when you try to connect to the default wifi name are you able to get internet or not? [silence] You've tried to [silence] Like, uh, you've tried to search any website or connected to the default wifi name it's not going through. Uh-uh.
02:00
Speaker 1
Okay. Basically, it got to a point where it says setup, cannot find your router. And then it tells me to do like a couple of things, you know, just make sure that all the cables are connected correctly. You know, the network name is correct and all that. And then it says disable and then enable wireless adapter on your computer or device. That's pretty much it. [silence] No, it's just my TV. I don't have a computer at home.
03:00
Speaker 2
Mhm, okay, got it, okay, alright, and you set it up using a computer, right? And a web browser, okay, let me double check 'cause just real quick and double checking, it's actually a plug-and-play and it should be able to get internet right away from the modem, but do you have a computer that can't connect to the word because the only way to verify is if we need to check, double check,
03:00
Speaker 1
the okay so connecting it to the TV, that's going to be impossible because all the wires are like inside the wall. So that's that's going to be hard to do.
04:00
Speaker 2
Bypassing the Linksys router and connecting a computer wired directly to the modem. Is this dependent? Okay, so you understand. With that, the other option that we could try is, we could perform like resetting again the router to factory setting by pressing and holding the reset button at the back. If it's still the same, we could try another device. Do you have a TV that can connect using Ethernet cable? We could try connecting it directly to the modem, can test a different device connect to the modem, and see and check if it goes online. If not, then something to do with the actual modem. Okay. Then, uh...
04:00
Speaker 1
Yeah, I don't know what other things I do. Mm. Mm. Mm-hmm. Um, yeah, I don't know what other things I've done. Mm-hmm. Mm.
05:00
Speaker 2
Do you have an iPad or a tablet? Because other options that we could have is to log into, into its settings, check the ports, if it's detected properly, check also if there's any firmware updates. And for that Brian, just to set your expectation, going back to the warranty, in support of your Linus' routers, it actually ended didn't longer have a free technical support. If you wish us to walk you through how to log in into your router's settings, further troubleshoot your router, we do have a paid support for out of warranty devices that will cost $15. That's one five. It's a non-refundable technical support, lasting for one hour. If we're unable to fix the issue or determine your device is defective, no replacement and no refund will be given. Do you like to avail this $15 support?
05:00
Speaker 1
[silence] No, no, that's fine. I mean, because you're not giving me any any you know any any it's that if it doesn't work, basically you're just going to tell me to disconnect, connect and do all the things that I've been doing. It's not a matter of the cables being disconnected because they are connected. They haven't moved. So some things, yeah. There's something on on your end, um, because this thing doesn't go back to these default default by herself. [silence]
06:00
Speaker 2
[silence] Okay. Okay. Understand. Um my my other option for you. Actually, we cannot check the actual I understand. We I can send you an article guide instead where you can follow the step how to log into your ultra settings to check firmware and check if the port is detected working fine. And if it's still the same and you're able to like verify with your provider that the internet's working on the on the spectrum side. I I was able to
06:00
Speaker 1
[silence] Okay. So, I mean, why now my question is cuz I'm able like I'm connected right now on my phone it says I'm connected it says weak security, whatever, but I'm still connected to it it's not like I'm not connected to it, but then when I went in to do the settings on you know on the TV. It says that the setup could not find the router. So that's that's where I'm stuck and then it tells me to retry, but it doesn't when I click on that it doesn't do anything.
07:00
Speaker 2
To check it here. This model number actually has reached end of life So possible that I It actually no longer receive maintenance like security updates or firmware updates and whatnot. Put be probably on the Twitter itself. Yeah. Yes. Okay, it's if that is Okay, I would suggest for you
07:00
Speaker 1
Okay. I'll, I'll, keep on playing with it, yeah, cuz, it's not. All right, no problem, thank you so much. Thank you.
08:00