V2 Rubric Detail — 3648c6f4-7bde-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 21:36
Duration
15m 40s
Contact
Jocelyne Blanchard
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00136609
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-44.0)

V2 Grader Summary

The agent failed to perform any troubleshooting and incorrectly denied live support based on the device's out-of-warranty status, which contradicts the required best-effort troubleshooting standard. No technical progress was made, and the customer was left with only a self-help email, resulting in an unresolved outcome.

V1 Case Analysis

Customer reported no Wi-Fi on EA7300 after power outage. Agent confirmed device is out-of-warranty and end-of-life. Provided support.linksys.com and promised email with setup instructions. No troubleshooting performed. Customer expressed frustration with name/email handling.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the EA7300 as out-of-warranty and end-of-life, aligning with KB guidance for legacy devices.
  • No troubleshooting steps were performed despite the issue being potentially resolvable via power cycle or reconfiguration.
  • Repeated mishearing and misspelling of customer's name and email (e.g., 'Jocelyne', 'Blancherd') caused unnecessary friction and demonstrated poor communication.
  • Agent provided the correct support URL (support.linksys.com) and did not hallucinate or invent an incorrect domain.
  • Customer expressed confusion about receiving the email and whether instructions would persist, indicating poor confirmation of next steps.
Positive Highlights
  • Correctly identified the EA7300 as out-of-warranty and end-of-life, referencing accurate support lifecycle information (transcript [07:00]).
  • Provided the correct and official Linksys support URL: support.linksys.com (transcript [07:00]).
  • Accurately explained that remote setup is not possible and that configuration must be done locally (transcript [10:00]).
  • Collected all necessary customer and product information despite initial difficulties.
  • Did not provide any technically inaccurate advice or incorrect procedures, maintaining high accuracy.
Agent Errors / Gaps
  • Failed to perform any basic troubleshooting (e.g., power cycle router and modem, check WAN connection, verify admin access) before declaring the device out of support scope.
  • Did not verify whether the customer could access the router's admin interface at http://192.168.1.1 or http://myrouter.local, which is a standard first step for router setup issues.
  • Repeatedly misheard and misspelled the customer's name and email, causing frustration and reducing trust (transcript [05:00]–[07:00]).
  • Did not confirm that the email was successfully sent or guide the customer on where to find it (e.g., inbox, spam folder) beyond a brief mention at [12:00].
  • Failed to acknowledge the customer's age-related concern about performing setup independently, missing an opportunity for empathy or alternative suggestions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No connectivity was restored; issue closed with self-help only despite customer needing immediate assistance.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, cable check, admin login) were attempted or suggested.
R3 Not Met Correct resolution path conf 96%
Agent cited OOW status to deny live support, violating policy requiring best-effort troubleshooting for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions beyond model/serial; no root cause identified (e.g., modem handshake, physical layer).
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote access, admin UI, logs), even though basic diagnostics like login or WAN status could have been guided.
T3 Not Met No misinformation conf 95%
Agent stated 'we won't be able to walk you through the process 'cause this router is already out of warranty,' which contradicts the OOW standard in the rubric requiring best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 89%
Call progressed linearly but lacked structure; no clear expectations set about limitations or next steps beyond email.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language but failed to confirm understanding or adapt to customer’s repeated confusion and age-related needs.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent did not transfer but failed to make meaningful effort—only sent email without attempting resolution.
O2 Met Proactive follow-through conf 91%
Agent committed to sending an email, specified it would contain instructions, and advised checking spam—clear next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none warranted—issue was within scope despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Minimal empathy shown; did not acknowledge outage stress, repeated name issues, or elderly status beyond scripted tone.
X2 Not Met Tone & rapport conf 92%
Agent maintained one-size-fits-all pace; did not slow down or simplify further despite customer confusion and self-identification as elderly.
X3 Not Met Overall experience conf 94%
Customer repeated email address multiple times; asked to locate serial number and check spam without agent-side verification or simplification.
Call Transcript27 turns · 27 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. [silence]
00:00
Speaker 1
Hi, I have a linksys, I have a Lynsky's router, can you hear me? Wow, because I've had problems here and for a while, this has nothing to do with you, the spectrum, the
02:00
Speaker 2
Thank you for calling Lynxess. This is Effie. How can I help you? Yes, my name. Yes. Go ahead, ma'am.
02:00
Speaker 1
The company I go for, they had an out- outage and they they fixed it and uh the uh, but they tell me that my router is not functioning as it should. So we're consequently we are not getting Wi-Fi. Sorry, okay. zero, sorry, zero, sorry, sorry it's zero, sorry, five, zero, one, nine. Is that it? I have a whole bunch of numbers.
03:00
Speaker 2
OK, all right, so you don't have wireless connection right now. Can I have the model number and serial number of your Lingstis device, ma'am? Just try to look underneath it. Can I have the model number and the serial number of your links? Yes. Just try to look underneath the router itself. That's just, uh, that is, uh, yeah, just look for SN.
03:00
Speaker 1
underneath it says wireless password. Is that what you want? Password sign. Ah. I know what you're asking me, but I don't see it. Why am I not seeing it? Would it be underneath? That's where I am. Okay. Uh, it's
04:00
Speaker 2
S slash N. Do you see that underneath? No, ma'am. The serial number. Do you see anything that says S slash N? S as in Sam slash N like Nancy serial number? It's yeah, it should be underneath it.
04:00
Speaker 1
So this model number EA7300v1 or v-as in Victor one after that serial number, I have a serial number the number is 19T as in Tom 10S07805019 Jocelyn J-O-C-E-L-Y-N-E Blanchard B-L-A-N-C-H-A-R-D.
05:00
Speaker 2
7300 okay E a 7300. All right. Okay. That's all right ma'am if you if we can't get the uh the serial number. Um can I have your name? Let me just [silence] Okay. Thank you for that. Ma'am can I have your name?
05:00
Speaker 1
Poville. Joslyn in small letter, Joslyn Blanchard, at gmail.com. Yes. Yes. No, no, no, no, no, you spelled it wrong again. Why do people do that? My P-O-Ville. N-E, you're right about that. You didn't say that. Okay. No, there's no S after Blanchard. It's Joslyn Blanchard at gmail.com.
06:00
Speaker 2
Yes, and your email address, please? [silence] So that's your first and last name at gmail.com, right? [silence] Okay, so that's Jocelyne, J O C E L Y N E Blanchard, B L A N C H E R D, oh, sorry, sorry. Yeah, your, your, your, uh, first name is J O C E L Y N E, right? Yes, okay, yeah, all right, and then your last name is Blanchard, B L A N C H E R D gmail.com, okay. All right, so, [silence] Yeah, no S at gmail.com.
06:00
Speaker 1
no s after blanche. Oh my God. Okay. [silence]
07:00
Speaker 2
Yes, ma'am. That is- yes. Yes. All right, ma'am. So, okay, so since right now you don't have internet, it could be that the router is not communicating with your modem, 'cause the modem lost its, uh yeah, lost its signal. Yeah, you had a power outage and Ms. Jocelyn, upon checking here in our system, your device EA7300 ma'am, is already out of warranty, okay? And it's even one of our end of life routers. The uh technical support for this device already ended May 2025. All right? So, what we can offer, Ms. Jocelyn, is our website which is support.linksys.com We will also send you an email, okay, wherein it will give you instructional videos or instructions and how to.
07:00
Speaker 1
What do I do in the meantime, there's no way else. When do I get back? [silence]
08:00
Speaker 2
Yeah, that's why we're giving you this, the website, ma'am, support.linksys.com. Unfortunately, we won't be able to walk you through the process 'cause this router is already out of warranty. It's no longer covered for free technical support. So, we're offering you the website, and we will also send you an email, okay, wherein you can see there the instructional videos, or instructions on how to set up this router. It's a self-help tool. After this call, I'll send you the email.
08:00
Speaker 1
When am I going to get the router? You're not giving me much problem. You say my router's no good as of May. Okay. So, what do I do meanwhile? Well, I'm just saying I need a new internet provide. And that's all I'm saying. So I don't, I don't need a new router. I just have to follow what you're telling me.
09:00
Speaker 2
Yeah, the router needs to be. Yes, the Linksys, yeah. Well, that is the technical support, ma'am. The technical support ended May 2025, okay? The router, your hardware is still working. It needs to be reconfigured because your modem lost the signal, so you need to reconfigure the settings. That's why I will send you an email, okay? And from that email, it will give you instructions on how to set up your Linksys router. It's a self-help tool. Yeah, ma'am. [silence]
09:00
Speaker 1
[KEEP_UNCERTAIN] I need to do. Okay. And how long will that take me to do? Okay, I have another question for you. I'm elderly. Can I get one of my daughters to do this for me from where they are? Okay. Okay. Let's say I try to put it in. I'll give you the directions. I try to put it in.
10:00
Speaker 2
Yes ma'am, you just need to follow the instructions from that email. Well, for the uh, for, for a router set up it shouldn't take that long. At least 30 minutes to an hour. M. No ma'am, it can't be done remotely. You need to do it on the that location, where you have the router.
10:00
Speaker 1
and uh for some reason it does not work will it still be good for when i get my daughter over here the instructions because all right. No, I wonder who I can get. Okay, gotcha. I want me check to see if hang on while i check to see if i got it okay all right.
11:00
Speaker 2
yes uh... if you, yeah, yes ma'am, yes it will be sent to your email so as long as you still have the, you did the email then the instructions will be there, so you can if if you have someone that can help you there then that would be better. all right okay ma'am so I just sent you the email by the way yeah cuz while we're uh, it's okay not a problem [silence]
11:00
Speaker 1
It should say what? I know I can't find it. I don't know why I can't find it. Why does this always have to...
12:00
Speaker 2
it should say from [denoise] ling this it should from ling this it should say ling this on the uh on the subject line try to check your uh drafts uh or your spam mail sorry spam mail maybe it's in there [silence]
12:00
Speaker 1
What would be the, if they, if you send it to my trash, did that, okay.
14:00
Speaker 2
[silence] No, you may check your spam mail, not the trash mail, because the trash is the is the those emails that you deleted. So you need to check the spam or your mail your inbox. Check your inbox. Okay. Yes, that's it. Okay, ma'am. So, yep, just go through.
14:00
Speaker 1
I used to, okay. Thank you. Bye.
15:00
Speaker 2
through the the instructions okay there are guides there so okay alright ma'am so I thank you so much for your time yes this is epi again from Linksys thank you for calling have a great night take care alright [ silence ]
15:00