V2 Rubric Detail — 4a46c3ec-6b6a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 23:06
Duration
6m 16s
Contact
Priscilla Dardar
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133991
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_Slow Internet Speed
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp2.50/5
Overall31.4% (-26.6)

V2 Grader Summary

The agent prematurely concluded the router must be replaced due to age without performing any diagnostics or using available tools. While the EA7500 v2 is an older model, it supports Gigabit speeds and current firmware — the claim that it inherently slows over time is technically inaccurate. No troubleshooting, validation, or next steps were provided, leaving the customer with an unresolved issue and unnecessary financial burden.

V1 Case Analysis

Customer reports router only delivering ~9 Mbps after ISP upgrade; agent indicated device is end-of-life and recommended replacement, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the EA7500 V2 as an older model and accurately stated it is end-of-support (per KB: EA series is legacy; no longer actively supported with firmware updates).
  • No troubleshooting was performed — no speed test at the modem, no firmware check, no WAN status verification, no power cycle, and no check of Ethernet vs Wi-Fi connection.
  • No serial number collected, warranty status not verified, and no escalation path offered despite the customer’s clear performance issue.
  • Agent did not confirm whether the speed test was conducted over Wi-Fi or Ethernet, nor did they rule out client-side limitations.
  • Despite lack of diagnostics, the agent’s recommendation aligns with KB guidance for legacy devices unable to support modern speeds.
Positive Highlights
  • Agent correctly identified the model number from customer input at [04:00].
  • Agent accurately communicated that the EA7500 V2 is a legacy device with limited or no ongoing firmware support, consistent with KB guidance on older EA series routers.
  • Agent maintained a polite and professional tone throughout the call.
  • Agent correctly inferred that an older router may not keep up with modern gigabit speeds, which is technically sound reasoning.
Agent Errors / Gaps
  • Failed to collect serial number or verify warranty status before declaring end-of-support status.
  • Did not perform any basic troubleshooting (e.g., speed test directly at modem, firmware check, power cycle) before concluding the router is obsolete.
  • Did not confirm the connection method (Wi-Fi vs Ethernet) or client device used for speed test.
  • Did not check if auto-update was enabled or suggest a firmware update as a potential fix, even though the EA7500 may still receive limited updates.
  • Did not offer any self-help resources (e.g., KB articles on speed troubleshooting or firmware updates) before recommending replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested upgrading the router but did not resolve the issue or confirm it was a hardware limitation; no troubleshooting was done to validate the claim.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken — no speed test at modem, no check of LAN cable type, firmware version, or router settings.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified the EA7500 v2 as an older model and recommended an upgrade, which aligns with hardware speed limits guidance; however, did not verify if the issue was actually due to 100 Mbps ports or other factors.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent assumed slowness was due to age/firmware without isolating the symptom — no questions about wired vs wireless, device location, or network load.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — did not direct customer to run a speed test through the router, access http://192.168.1.1, or check firmware version.
T3 Partially Met No misinformation conf 93%
While EA7500 v2 is older, it has Gigabit ports and current firmware; claiming it's 'end of support' and 'gets slower over time' misrepresents the technical reality — outdated firmware doesn't inherently slow hardware.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control and asked for model and ISP, but failed to set expectations or guide toward resolution.
C2 Met Confirmed understanding conf 92%
Used plain language and responded to customer’s description without technical jargon, matching their level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent did not transfer and offered a recommendation, but did not take ownership of verifying the issue or offering actionable follow-up.
O2 Not Met Proactive follow-through conf 95%
No next steps provided — customer left with only a vague suggestion to buy new hardware, no timeline or support path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none was warranted — agent attempted resolution via recommendation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Polite and thanked customer, but did not acknowledge frustration over paying for 1 Gbps service but getting 9 Mbps.
X2 Met Tone & rapport conf 91%
Maintained calm, courteous tone and paced the conversation appropriately for a brief interaction.
X3 Not Met Overall experience conf 94%
Placed full burden on customer to purchase new equipment without attempting to diagnose or fix the existing setup.
Call Transcript7 turns · 8 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warmory 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's 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. [silence] Hello. Thank you for calling Lenses. My name is Bell. Is this your first time calling? May I have your first and last name please? Sorry. Can you please ah. Ah.
00:00
Speaker 1
037-02874 EAA 7500 V2. So I just upgraded our internet and spectrum sent us a new um modem and the modem is is showing that cause I'm supposed I get like a thousand um megabit bits um per second for internet speed and the modem's showing that but my router is only showing
04:00
Speaker 2
And the model number, all right, who's your internet service provider, all right, and what is the problem for your Linksys router?
04:00
Speaker 1
like nine megabits. Like, it's not keeping up with it, I guess. Um, since 2020, I think, for six years. Okay. Okay.
05:00
Speaker 2
mhm. How long have you been using this router? Mhm. All right. I understand you've been using this Shieh router that have served you well for some time. However, this Linksysrouter model is already an end of support device, which we no longer manufacture or support anymore. So, normally that would be one of the reason why because the firmware for this, considering it's very old that has no further development. As time goes by, it will really get slower. So, since you have updated your, internet provider, service, this will not keep up to the technology. So, I'd suggest you upgrade this router instead with the newer one. So, it will keep up with, updates from...
05:00
Speaker 1
Okay. Okay. Well, thank you so much. All right. Thank you. [silence]
06:00
Speaker 2
You're welcome. Thank you so much, also, for your time. All right.
06:00