V2 Rubric Detail — 420f7b36-6c48-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-20 01:35
Duration
6m 32s
Contact
Mikaila Billingsley
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134162
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_Unable to restart the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall66.7% (-9.3)

V2 Grader Summary

The agent correctly identified the EA7500v3 as end-of-support and provided accurate guidance, but failed to perform meaningful troubleshooting or resolve the issue during the call. While ownership and communication were strong, the lack of diagnostic progression results in an unresolved outcome.

V1 Case Analysis

EA7500v3 blinking white; app not functional due to end-of-support status. Advised to use web browser (http://192.168.1.1) and offered to email factory-reset guide. Customer provided email for instructions.

Troubleshooting Steps
  • Identified device model (EA7500v3) and confirmed app incompatibility.
  • Advised accessing router settings via local web browser.
  • Offered to email detailed factory-reset instructions.
Key Observations
  • Agent correctly identified the router as an end-of-support model and gave accurate guidance.
  • No verification was performed to confirm whether the suggested steps resolved the issue.
  • Agent did not collect serial number or warranty information, though the device is out of warranty.
  • Agent did not confirm whether the customer could access the web interface before sending instructions.
Positive Highlights
  • Provided accurate information about app incompatibility and web-browser access.
  • Offered to email a step-by-step factory-reset guide.
  • Recognized and communicated the device’s end-of-support status.
Agent Errors / Gaps
  • Did not confirm that the customer’s issue was resolved after providing instructions.
  • Did not request or record the router’s serial number or warranty status.
  • Did not verify whether the customer could access http://192.168.1.1 or http://myrouter.local before proceeding to factory reset advice — this is a critical access check per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent promised to email reset instructions but did not resolve the issue during the call; customer was left without immediate resolution for blinking white light and failed restart.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped diagnostic steps like checking physical connections, LED patterns, or prior reset attempts; jumped directly to factory reset without confirming symptoms or ruling out simple fixes.
R3 Met Correct resolution path conf 95%
Agent correctly identified the EA7500v3 as an obsolete, end-of-support model and offered best-effort troubleshooting (emailing reset instructions) instead of dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent acknowledged the symptom (blinking white, app says no Wi-Fi) and asked one follow-up question about usage history, but failed to conduct a structured diagnostic process or identify root cause.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (logs, remote access) were available or necessary for this legacy device; agent appropriately relied on documented procedures for end-of-life hardware.
T3 Met No misinformation conf 95%
All technical information provided — app no longer supports EA7500v3, need to use web browser, device is end-of-support — is accurate per KB and product lifecycle policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but did not set clear expectations early, leading to a slightly disjointed flow; only clarified next steps at the end of the call.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, confirmed email address, and adapted to customer’s familiarity with web interface over app.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by offering to send detailed instructions via email and staying on the line until the email was prepared, without transferring or deflecting.
O2 Met Proactive follow-through conf 95%
Agent specified a concrete next step (email with instructions) and a timeline (check Gmail in two minutes), meeting follow-up expectations.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact with no continuity requirements.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within scope for L1 handling given the end-of-support status.
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 showed empathy by acknowledging long-term use ('I understand this has served you well') and apologized for support limitations.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, used affirmations (‘okay’, ‘mm-hmm’), and kept tone supportive and engaged.
X3 Met Overall experience conf 90%
Agent reduced customer effort by offering to email step-by-step instructions rather than requiring the customer to search KB articles independently.
Call Transcript8 turns · 9 lines
Speaker 1
L. I don't even know where you see that at. Oh, okay, okay, I'm ready. I'm ready. EA7500v3 Uh once a king give me one second. I believe it's one link USA. Um, I'm, I needed to restart it, and I try to restart it, and it is blinking white, but when I go in the app to try to restart it, it's not it keeps saying, oh, there's no Wi-Fi. Is that the first time? No. Um, I did it one time before. I normally just do the own website, but it made me download the app this time, so that's, that's what I, um, ended up downloading it again, but I normally use the website. Thank you.
02:00
Speaker 2
Mm-hmm. Okay. And what is the problem for this Linksys router? Mmhmm. Mm-hmm. Is this the first time you have used your Linksys app for this router or even before? Mm-hmm. Mmhmm. Okay. For this,
03:00
Speaker 1
For about three to four years now. Okay. Okay, are you...
04:00
Speaker 2
model, how long have you been using this router? I understand that this has served you well for some time. However, this is an obsolete model which we no longer manufacture. And the Linksys app especially, it has our current version now. It does not support this type of models anymore. Our current version of the app only supports with our current products or models. So, the only thing you can access your router is through the web browser. And aside from that, this Linksys router is already an end of support device which unfortunately we can no longer provide any assistance to it, but I can look for alternative options. I can provide you instructions to your email, send it to your email, sorry, if that's okay.
04:00
Speaker 1
That's fine. [silence] Um, the surface head just went down earlier and uh the Wi-Fi wouldn't connect again so I needed to just resetting it normally just works for me. Yeah, that, that didn't work and I had turned it off for a little like a minute or so and that didn't work. So that's what caused me to just reset it. But um when I do the website link it just takes me to the app. [silence]
05:00
Speaker 2
okay with you you can fully restart your Linksys router okay um i'll give you the step by step guide and some of the alternative options that might help uh what was the reason you you need to restart this router mm okay it's just like um simply unplugging it and plugging back in Let's see mm-hmm. okay all right um I see all right that's fine um I'll give you the some instructions how to fully factory reset your router you can try that but you have to install it again but it's through the web browser
05:00
Speaker 1
okay nope that email works okay perfect thank you I already have a good one [silence]
06:00
Speaker 2
um it's not the app yeah i can give you that instruction so um i'll send it through the same email or do you have alternative email okay all right i'll create the email first and just wait for two minutes after the call you may check your gmail um okay all right you too bye bye
06:00