V2 Rubric Detail — 4a067986-70d3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 20:20
Duration
12m 29s
Contact
Ryan Strickland
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134841
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 (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership2.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall23.5% (-22.5)

V2 Grader Summary

The agent failed to diagnose or resolve the internet outage, offered no actionable troubleshooting beyond a promised email, and demonstrated poor communication and ownership. Despite correctly identifying the device as end-of-life, no best-effort steps were taken, resulting in an unresolved case with significant customer effort.

V1 Case Analysis

Customer reports Wi-Fi outage after payment resolution with Spectrum. EA7300 identified as EOL. No troubleshooting performed. Agent will email reset instructions.

Troubleshooting Steps
  • Identified router model as EA7300
  • Noted device is end-of-life
  • Asked for customer email to send instructions
Key Observations
  • Audio quality was poor, affecting both parties' ability to hear clearly.
  • Agent correctly identified the EA7300 as end-of-life, which is accurate per Linksys EOL policy.
  • No WAN or modem diagnostics were performed (e.g., direct ethernet test, speed test, LED check).
  • Agent did not verify basic connectivity (e.g., router LED status, WAN connection) before suggesting a reset.
  • No warranty lookup was performed, but EOL status was acknowledged, implying expired support.
Positive Highlights
  • Agent correctly identified the router model as EA7300 based on serial number — [09:00]
  • Agent accurately informed the customer that the EA7300 is end-of-life and no longer receives firmware updates — [09:00]
  • Agent collected the customer's email address for follow-up — [11:00]
  • Agent confirmed the ISP was Spectrum — [12:00]
Agent Errors / Gaps
  • Failed to run basic ISP/modem diagnostics (no direct modem test, no speed test) — [01:00–12:00]
  • Did not verify router LED status or WAN connection before suggesting a reset — [09:00–11:00]
  • Did not confirm or document warranty status despite discussing EOL status — [09:00]
  • Provided only a promise to email instructions without walking the customer through the reset on the call — [11:00]
  • Did not set a clear next-step timeline or follow-up call — [12:00]
  • Did not check if the modem was online or whether the issue was with Spectrum's service restoration

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not restore Wi-Fi service or confirm resolution; only promised to send an email with no follow-up confirmation.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps were performed — no modem test, no router reboot, no LED check, no speed test, no verification of physical connections.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the EA7300 as end-of-life and acknowledged support limitations, but failed to offer best-effort troubleshooting (e.g., factory reset, reconfiguration) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms beyond 'Wi-Fi not working' and asked no targeted diagnostic questions about modem status, router lights, or network layout.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — no remote access attempt, no guidance to check router dashboard, no speed test instructions, no use of serial number lookup beyond initial model identification.
T3 Partially Met No misinformation conf 90%
Correctly stated EA7300 is end-of-life; however, provided no accurate technical guidance for restoring service (e.g., reboot procedure, ISP coordination, setup steps).
Communication
C1 Not Met Clear & professional language conf 95%
Agent repeatedly stated inability to hear, failed to set agenda, and allowed call to drift without structure or clear transitions.
C2 Not Met Confirmed understanding conf 95%
Agent used standard procedural language without adapting to caller’s communication challenges; repeated requests for spelling without simplifying or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership — offered only to send an email and ended call without ensuring resolution or follow-through.
O2 Met Proactive follow-through conf 95%
Agent committed to sending an email after the call and provided a rough timeline: 'Give me at least five minutes.'
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
No escalation was performed, and the situation did not clearly require escalation — issue was basic connectivity, within agent scope even for OOW device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer’s situation (squadron internet outage in South Korea); no acknowledgment of frustration or urgency.
X2 Not Met Tone & rapport conf 95%
Agent failed to adjust tone, pace, or method to match customer’s communication difficulties; customer repeated information multiple times due to lack of adaptation.
X3 Not Met Overall experience conf 95%
Customer repeated name, serial number, and other details multiple times; agent did not reduce effort by capturing info efficiently or using available data.
Call Transcript20 turns · 23 lines
Speaker 1
Oh, I got the zero number, so. My bad. Hello, it's uh Leon Strickland from the Hickam AMCC. I'm just calling about uh contact had internet with is this the Wi-Fi? [silence] Oh, I get the zero number three. I'm sorry name is Leanne Strickland from the Hickam AMCC. I'm just trying to about contact. I had internet Wi-Fi today and I am working in South Korea. I have switched work about three times, my gadgets are getting some problems when I passed air. I asked somebody if they can help me. I have my phone number number. Oh, yeah, my work was in the cam. [silence] It's uh Leon Strickland from the Hickam AMCC. I'm just calling about uh contact. Hey have accident network is done with Wi-Fi. Oh [silence]
00:00
Speaker 2
welcome to link 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 one now for out of warranty products please have your device's serial number and contact information ready if unavailable kindly call back later for out of warranty products paid support option may be available depending on the issue Hi, thank you for calling linksys technical support my name is Dylan how can I help you today?
00:00
Speaker 1
And then we recently got that, uh, can you hear me better? Okay, uh, we, I'm from the Hickam AMCC or the, uh, Department of the Air Force. And, uh, basically, we had an incident where somebody wasn't paying the wi-fi for our squadron, uh, for about six months. But we got that rectified and somebody paid it, but the wi-fi isn't working. We got our internet cut off, but we, uh, had somebody recently pay everything and our internet is not back.
01:00
Speaker 2
I'm sorry, sir. I can't I can't really understand you. You're cutting in and out. Yes, sir, that's better. So you got your internet cut off basically. Mm-hm.
01:00
Speaker 1
I was just wondering how we could rectify that. Uh, is there anything that you need me to do so we can rectify that or anything? Uh, starting, Ryan Strickland. Uh, Ryan Strickland. Ryan? [silence]
02:00
Speaker 2
Mhm. Mhm. Okay, I'll need to run some verification with you, and I'll be asking you a few questions about your Linksys router, in order for me to proceed further. So, let me start with your full name. Sorry? I can't really understand you, sir.
02:00
Speaker 1
Stickland Stickland. S-T-R-I-C-K-L-A-N-D. I don't. There's my email address will be connected to this. It's part of the whole squadron.
03:00
Speaker 2
Ryan. And your last name again? Trickland. Can you spell it out for me please. All right. Thank you, Sam, for that one. Sirra. How about your e- mail address? Uh, we need uh, oh, squadron. Okay, um, how about the model and the serial number? Yeah? Amir. Sir? That's Q4 U8T 2500490. Where, sir? Can you repeat it, Amir?
03:00
Speaker 1
Okay. Q four U eight P two five zero zero four nine zero. It should be. a model.
05:00
Speaker 2
Oh,Dagenser? I actually don't have the here. I see. All right. Thank you so much for that. Um is this the router's serial number? Because actually sir, we don't have a serial number that starts with the latter. So you can check the model or you might want to check the manufacturer of the router. You find any word that that says router, I mean Linksys model?
05:00
Speaker 1
[KEEP_UNCERTAIN] I don't I don't I don't think we have that. No, not the model number. No, the model number. It's like give him the modem number and it says it's not, uh, he doesn't need that yet. Do you want to write a number on this? No, I gave him one and he said it's not uh working. So, I guess it's the serial number on that. Yeah, is that this one? That's that one? No, hold on. Okay. You ready? [silence]
07:00
Speaker 2
Understand you, you're cutting in and out. Can you check for a better reception? [silence] Okay, that's better, sir. [silence] Um I can't really understand you sir, you're cutting in and out but let me see if I got it right. It's 193 Cortez, 109. [silence]
08:00
Speaker 1
instead of Echo it's bar that should be correct and you said down Paul please
09:00
Speaker 2
OK. So, I found here a model under the serial number you've provided me and it shows that you have an EA 7300. So, just to set your expectations, sir, the Linksys device that you have right now is actually already part of our end-of-life devices, which means we no longer manufacture this one and update its firmware. So, it's most likely that the Wi-Fi devicethe new Wi-Fi- that you've seen was from us. Our products.
09:00
Speaker 1
(speaking in foreign language) [silence] Okay. [silence] [silence]
10:00
Speaker 2
[ silence ]
10:00
Speaker 1
Sounds good. Thank you for the help. Romeo Sierra 904 at Papa Mike Mike Echo. Yep. And that's search provider.
11:00
Speaker 2
I need to reboot your router or reset your router and set it up again from scratch. So, do you mind providing me with your email address? Okay. So, that's rs904@pm.me. All right. So I'll just send you that email, sir, right after this call. Give me at least five minutes. By the way, may I know, sir, who's your internet service provider?
11:00
Speaker 1
winksis. Oh, wait. No, hold on. No, my bad. My bad. It is Spectrum. My bad. I don't know why I thought that was the same thing. Okay. Thank you. [silence]
12:00
Speaker 2
No, sir. We are the manufacturer of the router. We're not the Hmm. okay. All right, it's OK, sir. So I'll just send you the email right after this call. All right. Bye for now, sir. Thank you for calling like this. No worries.
12:00