V2 Rubric Detail — 49a8a9f4-6c06-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 17:42
Duration
8m 47s
Contact
April Salsbury
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134090
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all troubleshooting and dismissed the customer without providing any technical assistance despite a clear supportable symptom pattern.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent correctly identified the MR7300 as end-of-life but violated support policy by refusing any best-effort troubleshooting. No diagnostic steps were taken, no tools used, and no empathy shown, resulting in an unresolved case and a critical failure due to avoidance of support responsibilities.

V1 Case Analysis

Customer reported Wi-Fi reset and no internet on EA7300. Agent incorrectly declared device end-of-life, provided no troubleshooting, and recommended replacement without following KB-mandated basic triage steps.

Troubleshooting Steps
  • Collected customer name, email, model, serial, and ISP.
  • Attempted internal lookup of device serial number.
Key Observations
  • Agent incorrectly declared EA7300 end-of-life (transcript [07:00]) despite it being a valid EA Series model (KB: adjacent_connecting_devices.md lists EA7300 as supported).
  • No troubleshooting performed despite clear 'no internet' symptoms (KB: adjacent_connecting_devices.md requires WAN check, LED verification, power cycle).
  • Agent violated universal_escalation_guide.md by not offering self-help resources before recommending replacement.
  • Agent falsely claimed no troubleshooting assistance is provided for end-of-life devices (KB: no such policy exists; basic triage is always required).
Positive Highlights
  • Collected customer contact details and serial number.
Agent Errors / Gaps
  • Incorrectly identified EA7300 as E743 and declared it end-of-life without verification (KB: EA7300 is supported).
  • Failed to perform any KB-mandated troubleshooting steps (power cycle, LED check, WAN verification).
  • Provided materially wrong guidance by refusing troubleshooting based on unsupported 'end-of-life' policy (KB: no such policy).
  • Did not offer self-help resources (KB: adjacent_connecting_devices.md and universal_escalation_guide.md require this).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated 'we no longer provide any troubleshooting assistance' and only recommended purchasing a new router without attempting resolution or offering best-effort support.
R2 Not Met Diagnostic thoroughness conf 98%
Only asked about outages; skipped essential troubleshooting like power cycling, checking LED status, verifying password, or accessing router settings.
R3 Not Met Correct resolution path conf 97%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., reboot, firmware check, settings review) as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Did not identify root cause; only asked one generic question about outages and did not pursue diagnostic steps like LED check or password verification.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., admin interface, firmware check, signal test) despite clear need to diagnose 'no internet' and SSID reset symptoms.
T3 Met No misinformation conf 94%
Correctly identified the MR7300 as end-of-life and no longer supported, which aligns with Linksys product lifecycle documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected basic info and maintained flow but failed to set expectations or explain next steps before closing the call abruptly.
C2 Not Met Confirmed understanding conf 93%
Used technical jargon ('end of life', 'no longer supported') without explanation; no adaptation to customer's evident frustration or confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abandoned ownership by refusing to troubleshoot and directing customer to buy new hardware without attempting any resolution path.
O2 Partially Met Proactive follow-through conf 88%
Suggested buying a new router as a next step but provided no timeline, follow-up, or actionable plan for immediate relief.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Decision not to escalate was appropriate — EOL device with no hardware fault confirmed; escalation not warranted for unsupported product.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given the product status and lack of technical troubleshooting path.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; ignored customer's repeated reboots and frustration, offering only a dismissive purchase recommendation.
X2 Not Met Tone & rapport conf 94%
Maintained flat, procedural tone throughout despite customer's emotional cues; failed to adjust pace or confirm understanding.
X3 Not Met Overall experience conf 95%
Forced customer to consider costly replacement without first attempting free troubleshooting steps that could resolve the issue.
Call Transcript16 turns · 17 lines
Speaker 1
Welcome to the conference. [silence]
00:00
Speaker 2
Welcome to the 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.linksupport. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device serial number and contact information ready. If unavailable, call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys Technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
Yes, but before that, it, like, just wouldn't show up. It said it wasn't blinking at all, but it just wouldn't pop up and it said incorrect password. And then all of a sudden, it's, like, the Wi-Fi name, like, the whole thing just reset. And now it's saying the Wi-Fi showing up but no Internet. Yes. [silence]
01:00
Speaker 2
by means of saying not working. you mean it doesn't have internet but the Wi-Fi is broadcasting? I see. So all of a sudden the Wi-Fi went back to its default Wi-Fi name. [silence] uh huh.
01:00
Speaker 1
no, there was no outage. but very like, every single day the this router, it starts blinking, so we just do the off and then back on. and it usually that usually fixes it, but recently this past week, it just really has not been working. [silence]
02:00
Speaker 2
Okay. uh... prior to having this issue, was there like a power outage or internet outage? uh-huh. I see. Mm-mm. Mm. Mm. Mm. I see. All right. So, let me just run some verification with you, and then let me create a record of you here, in order for me to proceed further and see what I can do to help you with your concern. Okay, so, um, may I have your full name, your first and last name. April.
02:00
Speaker 1
call story, S-A-L-S-B-U-R-Y. Yes, April, A-P-R-I-L, April dot three at gmail.com.
03:00
Speaker 2
what's your last name again? I'm sorry okay so that's "South-berry" your first name is April right? April hello? Hmm all right, how about your email address? Okay okay So that's April Salisbury chumi@yahoo.com and Can you provide me the model and the serial number of your Linksys router
03:00
Speaker 1
It is a link, which is a 730 and the serial is 35 L 10, P 29 A 01878. Yes. Um, river.net.
04:00
Speaker 2
okay how about a serial number? okay let me just repeat that one it's 35L for Lima 10M for Mike 298 for alpha 018 78 okay got it thank you so much for that one and may i know who's your internet service provider? I'm sorry that's
04:00
Speaker 1
Uh like are you, is that internet connection. Is that what you're asking? Okay, it's, it's ribbon that. All right. Yes.
05:00
Speaker 2
Your Internet service provider, uh Revanet. How do you spell that one? It's Rivenet, right? Okay. Okay and uh let me just check your router here. Just a with me.
05:00
Speaker 1
Yeah. Yeah, but the - yes, that's correct.
06:00
Speaker 2
The router that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one. And I can't seem to find any record of the serial number you've provided me. Let me just reiterate that one. And can you confirm if I got it right at least? So it's 3, L, 1, 0, M, 2, 9, A, 0, 1, 8, 7, 8. Yeah. I can't find any record of uh this device here in our system. [silence] it's E 7 a 4 3 DHMAC. 53 right hello yes based here on our system it's an E 743 your router's model number okay got it thank you so much for confirming okay um again as what I've mentioned earlier um this specific router is already part of our end of life devices and uh well technically this is already part of our end of support product as well which means that it's no longer supported and um
06:00
Speaker 1
Okay, thank you. Thank you. Yep.
08:00
Speaker 2
we no longer provide any troubleshooting assistance for the router. Basically, this is an outdated model, or an outdated router. And this may not be able to keep up with the internet service that you have, considering the age of the router. And since we no longer update its firmware as well. So what I can suggest is to purchase a new router instead and upgrade into a new one. All right, thank you so much for understanding, April. All right, have a great day and take care. Thank you for calling.
08:00