V2 Rubric Detail — 49f84550-816d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 23:23
Duration
35m 22s
Contact
864-884-6192
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137565
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet 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.
⚠ Auto-Zero applied: Discourtesy (C)

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp3.21/5
Overall0.0% (-60.0)

V2 Grader Summary

The agent provided materially incorrect technical information (falsely claiming EA8300 is end-of-life and giving a fake support URL) and performed no meaningful troubleshooting, meeting auto-zero criteria for Discourtesy due to misinformation. The customer's connectivity issue remained unresolved, with only generic self-help instructions provided after declaring the device unsupported.

V1 Case Analysis

Customer with EA8300 router (EOS) reported no connectivity. Agent confirmed EOS status, sent home-networking guide via email, and instructed factory reset and re-configuration. Provided incorrect support URL (support.Linksrus.com).

Troubleshooting Steps
  • Confirmed router model (EA8300) and EOS status
  • Advised factory reset and re-configuration
  • Emailed home-networking guide with reset instructions
Key Observations
  • Agent correctly identified EOS status and followed correct self-help path for end-of-support product.
  • Provided materially incorrect support URL (support.Linksrus.com) — a serious accuracy error per KB.
  • No verification that the reset/re-configuration resolved the connectivity problem.
  • Efficient call flow with minimal hold time and clear next step.
Positive Highlights
  • Collected customer name, email, and model number efficiently.
  • Clear, polite communication and use of customer's name.
  • Offered a concrete next-step email with detailed instructions.
  • Correctly identified EA8300 as end-of-support and applied proper support policy.
Agent Errors / Gaps
  • Provided wrong support website URL (support.Linksrus.com) — contradicts KB and poses risk of phishing or misinformation.
  • Did not confirm that the reset/re-configuration resolved the connectivity problem before closing the case.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared EA8300 end-of-life and sent only a generic email without confirming resolution; customer's connectivity issue remained unaddressed.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed (e.g., cable checks, LED status, router login); agent skipped troubleshooting and jumped to factory reset suggestion.
R3 Not Met Correct resolution path conf 96%
Agent dismissed OOW customer with 'no support' and sent self-help link instead of attempting best-effort troubleshooting (login check, firmware update, reset guidance), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify specific symptoms, ask about LED/status, or perform logical diagnostics; relied on generic 'reconfigure' instruction without cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (remote session, admin UI, logs) despite appropriateness for connectivity issue; agent skipped basic verification of WAN/Internet settings.
T3 Not Met No misinformation conf 98%
Provided incorrect URL 'support.Linksrus.com' and falsely claimed EA8300 is end-of-life with no support, contradicting KB which confirms firmware updates and support availability.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent collected customer info and sent email but failed to set clear expectations for outcome or process, leaving customer without direction.
C2 Met Confirmed understanding conf 90%
Used simple language, repeated key steps, and maintained polite tone; no technical jargon or accessibility issues observed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent did not transfer the call and attempted assistance by sending email, but abdicated ownership after minimal effort without guiding troubleshooting.
O2 Partially Met Proactive follow-through conf 89%
Provided next step (email with instructions) and hold time estimate, but gave no follow-up timeline or confirmation of resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on issue type or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent apologized for hold and thanked customer but did not acknowledge frustration about unsupported device; interaction remained transactional.
X2 Met Tone & rapport conf 90%
Maintained steady, courteous pace and matched customer’s conversational rhythm, keeping engagement throughout.
X3 Partially Met Overall experience conf 90%
Email avoided repetition of information, but required customer to perform full reset/reconfiguration without guided support, increasing effort unnecessarily.
Call Transcript11 turns · 13 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. Support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[silence] one moment while I notify the caller. yes, [pause] I'm having problems maybe with my router. Hello? Hello? Hello? Yeah. [crosstalk] I'm sorry. Yeah, Yeah, I'm having problems with my router, I think. I'm not sure. I called the internet people, and they said my internet modem is working fine. And they told me to go check my router, that I have a link, spectrum. Okay, I got a, let me see, a, hold for one minute. Let's see. If I can get my eyes right. Model number, uh, oh, the model number is, uh, EA8300. Thank you.
28:00
Speaker 2
Here, sir. mmhm. Mhm. Mhm. Okay, who is your internet provider? Can I have the model number and the serial number of your Linksys device? Okay?
29:00
Speaker 1
Yes. Zero. I'm sorry. I see it now. Clarence Brown. Yes. yes. Uh-huh. Huh. with a C. Tiger Brown, 2373@yahoo.com. Yes. Spectrum. [silence]
30:00
Speaker 2
Sir, can I have your name please? Is it Clarence Brown? Clarence with a C or with a K? Okay. All right. Can I also have your email address? Sir? Okay, so that is again tigerbrown2373@yahoo.com. All right. So, yeah, so you mentioned that you've already contacted um your Internet provider, which is uh uh Spectrum? And uh Yes, they said that your modem is working. The Internet is working. It seems that your router right now is not communicating properly with your modem. Okay, so there is a need for you to reconfigure this Linksys router. And upon checking the model number of the router, your EA8300 Sir is already out of warranty. Okay. It's even one of our obsolete routers. It's one of our end of life routers, sir, yes. And the technical support, we no longer manufacture this particular device. And there will be no updates and fixes, no repairs, hardware repairs for this router. And the technical support is also not covered. It ended last May 2025. So what we can offer, Sir Clarence, is our website, which is support.Linksrus.com You will find there articles on how to reconfigure this router.
30:00
Speaker 1
Mm-hmm. Okay. Mm-hmm.
32:00
Speaker 2
swole man router. Um, if you want, we can also send you an email, okay? Uh, it's an instruct– uh there, there will be step-by-step instructions from that email. Um, so you would be able to set up the Lynx this router again. So, uh, with with with that you just need to reset the router to factory defaults and reconfigure it. Okay. Just give me around three to four minutes. Okay, so I can send you the email. Okay? All right. Just uh, I just uh, need to put you on hold, so just hold on, please.
32:00
Speaker 1
Yes. Um Um okay c Okay. Are you [silence]
34:00
Speaker 2
hello [silence] yes hi there Clarence this is Epi again thank you so much for patiently waiting I apologize for the hold Sir um so yes I just sent you the email Sir um that's the uh home networking guide uh for you to [silence] yes there's also a guide how to reset the router you can setup and manage your home networking so just track if you're able to receive it
34:00
Speaker 1
I, I, I've got it, I got it. I got the email. OK. OK. Alright. You too. Bye, bye.
35:00
Speaker 2
you've got it? Okay. All right. You just need to follow the instructions there, sir. Okay. For you to be able to reconfigure the router. All right. So I thank you so much for your time, Mr. Brown. This is Appi from Lynx. Thank you again for calling. Have a great night. Take care, sir.
35:00