V2 Rubric Detail — 4d1abd3c-80b7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 01:40
Duration
6m 45s
Contact
217-737-9038
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137389
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA6350
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-68.0)

V2 Grader Summary

The agent incorrectly declared the EA6350 end-of-support and offered no technical assistance beyond sending an email, violating the OOW standard requiring best-effort troubleshooting. No diagnostic steps were taken, ownership was avoided, and the customer’s issue remained unresolved, constituting Avoidance/Evasion (B) and triggering an auto-zero.

V1 Case Analysis

Customer reported 2.4 GHz Wi-Fi not working on EA6350 (end-of-support). Agent confirmed device status, collected email, and committed to sending self-help resources. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified EA6350 as end-of-support per Linksys KB guidance
  • Call efficiency was impacted by excessive repetition and spelling of customer details
  • Agent followed correct support path for out-of-warranty devices: no false promises, no unsupported troubleshooting, valid self-help path established
  • Communication lacked empathy; agent did not acknowledge customer frustration when she asked about online-only support
Positive Highlights
  • Correctly identified the EA6350 model and its end-of-support status per Linksys KB
  • Accurately collected serial number and customer email address
  • Provided clear next step by committing to send self-help resources
  • Followed correct support path for out-of-warranty devices with no unsupported guidance
Agent Errors / Gaps
  • Excessive repetition and inefficient handling of customer information (e.g., re-verifying spelled email multiple times)
  • Did not acknowledge customer frustration or provide minimal empathy during the call
  • Missed opportunity to offer one basic self-help step before transitioning to email-only support

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent told the customer there is no technical assistance for the EA6350 and offered only to send an email, leaving the 2.4 GHz issue unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, check settings, firmware, etc.) were performed before ending the call.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly concluded that no help can be given because the product is end–of—support, rather than offering best-effort troubleshooting or self-help guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent never identified the root cause, asked diagnostic questions, or followed a logical diagnostic flow for the 2.4 GHz failure.
T2 Not Met Appropriate tools / resources used conf 90%
The only tool used was an internal lookup confirming end–of—support status; no appropriate troubleshooting tools (router UI, reboot, firmware check) were employed.
T3 Not Met No misinformation conf 100%
Provided inaccurate information that "no technical assistance" is available, which contradicts policy that end–of—support devices still receive self-help guidance.
Communication
C1 Not Met Clear & professional language conf 90%
Agent did not set expectations, did not guide the interaction, and abruptly moved to a dead-end statement about end-of-support status.
C2 Partially Met Confirmed understanding conf 85%
Repeated spelling of name/email may reflect accommodation effort, but failed to adapt technical language or confirm understanding of issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent avoided taking ownership of the problem and offered no actionable assistance, effectively transferring responsibility to the customer.
O2 Met Proactive follow-through conf 85%
Agent promised to send an email with information within "2 to 3 minutes," giving a clear next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy or professionalism, dismissing the customer’s problem as unsupported.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the customer’s frustration and failed to keep the customer engaged.
X3 Not Met Overall experience conf 90%
Customer had to repeat personal information multiple times and received no troubleshooting, increasing effort.
Call Transcript14 turns · 14 lines
Speaker 1
Hi, Kyla. Um, I'm having an issue with our router and Cascom told me to call you guys, um, because they don't have the ability since it's not their router. our 2.4 internet has stopped working and didn't know how to get that back up and going. Yes. Yep.
00:00
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. Thank you for calling Linksys. This is Carly. How may I help you? Okay. [silence] Okay. So you're having a problem with the wireless connection using the 2.4, correct? Okay. Ma'am, have you called Linksys before or is this the first time?
00:00
Speaker 1
First time. Yep, two one seven seven three seven nine zero three eight. Yep, Brenna, B-R-I-N-N-A, Eigennrod, E I G E N B R O D. Yep, that is correct. Yep. Yep, Brenna, my first name. And then Ebben, E-B-K-E-N, the number two at Yahoo.
01:00
Speaker 2
okay let me just create a record can you have your phone number and how about your first name and last name and okay let me just check and make sure I got the correct um information it's B-R-I-N-N-A and last name as E-I-G-E-N-B-R-O-D correct? And how about your email address? Mm-hmm. Mm-hmm.
01:00
Speaker 1
okay Bistriyna, yep, and then E never as in boy, when Kilo, E as in Edward, N as in Nancy, the number two at Yahoo, right, bear with me here. Let me look. Oh, serial number and then
02:00
Speaker 2
So that's Brena and then E for E like Edward, B for Brian, K for Kilo, E for Edward and then N for Nancy. Number one, two at yahoo.com. N and A, yes. Okay. Yeah, uh, are you there? And how about the model number and serial number of your Linksys device? You can check that underneath the router.
02:00
Speaker 1
Serial number is one four Y as in yellow two one J as in jam zero eight six five eight one six four. and then all I'm seeing good. Okay. and then model number I'm not sure which one is the model number. I'm seeing MAC address, would that be it? Okay. So then there's a barcode and then there's another number or there's the Wi-Fi password or the name.
03:00
Speaker 2
okay. Again, let me check this real number 14 Y4 yellow 21 J4 John 086581 64. [{ silence ]
03:00
Speaker 1
I was going to say the model number should be very clear with finger. Okay. E as in Edward, A as in Apple, six, three, five, zero. Yes. [silence]
04:00
Speaker 2
Um, how about check it on the top, right on top of the router, not the underneath? Okay. All right. Okay. And again, it's EA6350, correct? Okay. Okay. Um, all right. Okay. Let me just check your device. Right. Mama, um, as I check your device, the EA6350, um, it shows here on our system that this router is one of our end of support product. Um, that means, Ma'am, um, Linksys, um, is no longer providing any technical assistance. What we can do, Ma'am, uh, or what we can offer, is you can take advantage of our [silence]
04:00
Speaker 1
okay, so essentially you're telling me I have to do this all online? There's nobody else I can I call? okay. Okay, could you email that to me, please? Okay. Thank you.
05:00
Speaker 2
Yes, ma'am, you can um like to use um no since this product is not yet one of the support products, there is no um technical assistance on this one. Ma'am, okay. Um yes, I'm going to send you an email. Just give me like around 2 to 3 minutes. Okay? To um send you the email. Okay? Okay. So again, the email address where I can send it to, let me just verify it.
05:00
Speaker 1
That is correct. All righty, thank you.
06:00
Speaker 2
I get again that is B for Brian R for Robert I for India and for Nancy and for Nancy A for Apple for Edward B for Brian K for Kilo for Edward and for Nancy number two at yahoo.com so I'm going to um send it to you okay so after I call now I am wait for around two to three minutes 35 minutes and check your email and I'll send it to you okay you're welcome so thank you for calling Lindsay this is Carla bye for now
06:00