V2 Rubric Detail — 362c5eca-603f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 18:00
Duration
5m 44s
Contact
Stander
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132287
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall15.8% (-6.2)

V2 Grader Summary

The agent identified the EA7500 v2 as end-of-life and suggested an upgrade or self-setup via email, but failed to conduct any meaningful troubleshooting or apply the OOW best-effort standard. No diagnostic steps were taken, tools were not used, and the customer was left without resolution. Poor call control, lack of empathy, and failure to reduce customer effort resulted in an unresolved outcome.

V1 Case Analysis

Customer reports no internet on phone; router shows solid white. Agent incorrectly claimed EA7500 is end-of-life and offered upgrade, no troubleshooting performed.

Troubleshooting Steps
  • Asked how long reset button was pressed
  • Asked for ISP name
  • Inquired about light indicator
Key Observations
  • Agent gave an inaccurate end-of-life claim for the EA7500.
  • Essential information (model confirmation, serial number, WAN status) was not collected or verified.
  • No proper troubleshooting flow was followed; the issue remained unresolved.
Positive Highlights
  • Agent asked about reset button duration and ISP, showing some attempt to gather information.
Agent Errors / Gaps
  • Failed to verify the router's WAN connection or admin UI access.
  • Provided incorrect product lifecycle information.
  • Did not collect or confirm serial number/model before giving advice.
  • Did not set a clear next step or confirm customer contact details.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or provide a valid resolution path; instead deferred to email/self-help without confirming if the issue was due to EOL status or a fixable configuration.
R2 Not Met Diagnostic thoroughness conf 94%
No meaningful troubleshooting steps were conducted — no WAN check, no modem test, no cable verification, and no reboot sequence despite the customer already having power-cycled the device.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the EA7500 v2 as end-of-life and out of support, which aligns with policy, but failed to attempt even basic best-effort troubleshooting (e.g., checking WAN connection, IP assignment) before dismissing further support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent acknowledged the symptom (no internet, solid white LED) and asked about reset and ISP, but did not pursue logical diagnostics to isolate root cause (e.g., modem vs router vs configuration).
T2 Not Met Appropriate tools / resources used conf 93%
No tools were used — agent did not guide customer to check router interface (192.168.1.1), verify WAN status, or perform a direct modem speed test, all of which are appropriate for a 'no internet' issue.
T3 Partially Met No misinformation conf 89%
Statement that EA7500 v2 is end-of-life is accurate per Linksys lifecycle policy, but agent incorrectly implied no troubleshooting could be done, contradicting OOW best-effort standard which allows setup, firmware, and connectivity guidance.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: long silences, no agenda setting, abrupt transitions, and no control during customer pauses; agent failed to guide interaction effectively.
C2 Not Met Confirmed understanding conf 92%
Agent used technical terms like 'end of life' without explanation and did not adapt language or check understanding; customer’s repeated silences suggest confusion, unaddressed by agent.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Agent offered to send an email but took no ownership to resolve the issue; no active follow-up commitment was made, and case was effectively closed without resolution.
O2 Partially Met Proactive follow-through conf 86%
Agent asked for email to send setup instructions, indicating a next step, but provided no timeline or confirmation that help would arrive, leaving outcome uncertain.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first-time contact with no handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope, though mishandled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy for customer’s frustration; tone remained transactional and procedural despite customer’s apparent confusion and disengagement.
X2 Not Met Tone & rapport conf 91%
Agent did not adjust pace or tone to match customer’s hesitant responses; no effort to re-engage or clarify understanding during prolonged silences.
X3 Not Met Overall experience conf 93%
Customer had to repeat model/serial information; endured long unexplained silences and was ultimately directed to self-help without having their effort minimized.
Call Transcript11 turns · 11 lines
Speaker 1
Hi, I plugged in my router and it says no internet access on my phone. Like, it's not working. So, what should I do?
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 products, please have your devices 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. Hello, thank you for calling Linksys. Technical support, this is Charm. How can I assist you with today? And I No,
00:00
Speaker 1
Like the day now. No. Uh yeah. Give me one second. Um... The model number is E.A. 75-00-V2 is one eight L-20s-0-A seven 2-1-4-9-6 Yep.
01:00
Speaker 2
How long have you been experiencing the issues, sir? and I see. Is there any power outage or any internet outage happened? Dita, can you provide the model number and the serial number of your Linux crowd right, sir. that it. How about the serial number? That's just for confirmation. that it. I will check here. Please bear with me for a moment.
01:00
Speaker 1
Correct. All the touch. Yeah, there is. It just says, "linked" here. And it's white. Solid white. I've tried turning it like on and off. I've tried like unplugging it and plugging it back in. The like blue refresh button. And then I also tried the like red reset button.
02:00
Speaker 2
Is there any light indicator on top of your links router, six? No. Uh, what's it? Ah, solid light. Are you right? Are you right? All right. Get it. Okay, one moment here. Can I use the link? And what troubleshooting have you done so far with the links router? So that we're going to be sure. Uh huh. Yes.
02:00
Speaker 1
Law and Con tali It turned off. Okay. I think Google it.
03:00
Speaker 2
How long did you press the reset button, sir? Oh, I see. All right. So since you pressed the reset button, sir, it means that your device was reset or go back to the default settings or factory settings. And you need to set it up again. So let me double check here. And before we proceed, sir, may I know who is your internet service provider? Google. All right. Okay. uh. All right. So, based on the information
03:00
Speaker 1
[silence] Okay. [silence] Okay. [silence] Yeah. [silence] It's gonna be Spangler spelled S P A N G L E R. [silence] then M I C H E N E R. [silence]
04:00
Speaker 2
the question that I have here is your with this device that you have with links with router and also the serial number and model number um this device was already part of end of life and end of support device it means that we don't provide technical support for the device anymore and also no updated firmware so what I can highly suggest to you sir is for you to upgrade to a latest router uh or I can send you an email instead on how to set it up again and connect it to your network and you can troubleshoot it yourself okay, can you provide your best email sir, and where I could send the email all right,
04:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
05:00