V2 Rubric Detail — 4d79c922-6f27-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 17:16
Duration
7m 3s
Contact
No Name
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134483
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall63.3% (+7.3)

V2 Grader Summary

The agent correctly identified the EA7500 as end-of-life and provided technically accurate guidance, including a temporary workaround and upgrade recommendation, meeting best-effort standards for out-of-warranty devices. While communication and empathy had minor gaps, the agent demonstrated ownership and delivered a reasonable outcome given the hardware limitation. The case constitutes a partial resolution rather than a failure.

V1 Case Analysis

Customer with EA7500 experiencing intermittent connectivity. Device identified as end-of-life. Advised replacement with Wi-Fi 6/7 router or direct modem-to-PC hard-wire. No troubleshooting performed.

Troubleshooting Steps
  • Collected router model number (EA7500).
  • Verified ISP (Spectrum).
  • Checked product support status (incorrectly stated no firmware updates available).
Key Observations
  • Agent did not perform any basic troubleshooting (e.g., reboot, cable check, WAN status) before concluding the device is faulty due to age.
  • Serial number was not obtained, limiting warranty verification and support eligibility assessment.
  • Agent incorrectly claimed the EA7500 receives no firmware updates — KB (universal_firmware_update.md) states EA series supports automatic updates, and EA7500 firmware updates exist (e.g., 2022 releases).
  • Recommendation to hard-wire modem to PC is valid as a diagnostic step but was presented as a permanent workaround without confirming resolution.
  • Call was efficient in time but skipped foundational troubleshooting, reducing technical validity.
Positive Highlights
  • Successfully collected the router model number (EA7500) despite customer visibility challenges.
  • Identified the ISP (Spectrum) and acknowledged upstream confirmation.
  • Provided a clear, actionable next step (replace router or hard-wire) that aligns with self-help guidance for end-of-life devices.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not perform any immediate troubleshooting steps (e.g., reboot router, verify WAN status, check physical connections) — violates standard escalation path in universal_escalation_guide.md.
  • Provided factually incorrect technical information: claimed EA7500 has no firmware updates available, which is false per KB and public firmware history.
  • Failed to confirm warranty status or eligibility before advising purchase of new hardware.
  • Did not verify if the issue persists when bypassing the router (e.g., hard-wire test) before declaring it end-of-life.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
Agent correctly identified the device as end-of-life and explained the likely cause of the issue (outdated firmware vs. modem updates); advised hardwiring as a temporary workaround and recommended a new router, which is the best available outcome for EOL hardware.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent confirmed ISP and device model, verified EOL status (implied internal lookup), and ruled out current supportability; while no hands-on troubleshooting (e.g., power cycle) was done, the diagnosis was based on product lifecycle facts rather than unfounded assumptions.
R3 Met Correct resolution path conf 94%
Agent correctly identified the device as end-of-life and offered best-effort guidance: confirmed the limitation, explained the root cause, and provided a temporary workaround (direct hardwire) and a path forward (upgrade recommendation), aligning with OOW best-effort standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified the symptom (no internet), confirmed ISP modem status, and linked the issue to device obsolescence; while few diagnostic questions were asked, the root cause (EOL router incompatible with updated modem) is logically sound and evidence-based.
T2 Partially Met Appropriate tools / resources used conf 82%
Agent likely accessed internal systems to confirm EOL status (implied by 'based on the record'), but did not use KB articles or logs to validate or offer self-help steps; tool use was minimal but partially appropriate given the EOL determination.
T3 Met No misinformation conf 96%
Information provided — EA7500 is EOL, no firmware updates, potential incompatibility with updated ISP modems — is technically accurate and consistent with Linksys product lifecycle policies.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent opened the call professionally, asked for necessary details, and maintained basic control, though with some repetition and pauses; managed the interaction adequately despite customer difficulty reading labels.
C2 Partially Met Confirmed understanding conf 84%
Agent used simple terms and acknowledged customer's difficulty reading; while tone was polite, it remained formal and did not fully adapt to the customer’s accessibility need (vision) beyond asking for help.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and provided a clear resolution path; no unnecessary handoffs or avoidance behaviors observed.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested hardwiring as a temporary fix and purchasing a new router as a long-term solution, but did not specify timelines or offer follow-up support, leaving next steps to the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved within agent’s scope (EOL identification and guidance).
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 88%
Agent said 'I don't apologize for the inconvenience,' which lacks empathy, but otherwise remained polite and responsive; did not become impatient or dismissive despite customer’s difficulty.
X2 Partially Met Tone & rapport conf 83%
Agent maintained a consistent tone and pace, and responded patiently to customer’s reading challenges; while not highly adaptive, the interaction remained functional and respectful.
X3 Partially Met Overall experience conf 81%
Customer struggled to read the serial number and had to repeat the model number; agent could have reduced effort by guiding label location or offering alternative verification, but did not escalate friction unnecessarily.
Call Transcript10 turns · 12 lines
Speaker 1
I'm sorry, that's the serial number. I'll find out. the Z serial number. Hi. I'm calling because I have a Linksys router, maybe it's called. The thing that has three phones, one like, hang up the phones. They just hang up. You know, when people are talking, it doesn't. Let's see.
00:00
Speaker 2
Welcome to 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.linksys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support, 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. Hello, this is Mr. calling Linksys support. This is Cham. How can I assist you today?
00:00
Speaker 1
antennas. And... x what? Um and it seems that I'm having connection issue. I've spoken to my internet provider and I'm having clear power and online on my modem, maybe it's called? Yeah, you have a modem and then like a router. So that's fine. Although they're coming out tomorrow to check. So I'm wondering if you could help me with anything that's going on with my Um link. Can you possibly help me with that?
01:00
Speaker 2
Uh, yes Ma'am, yes Ma'm go ahead. Uh-huh. Yes Ma'am. All right. Ma'am, there is, let me assist with the concern and I don't apologize for the inconvenience. And just to confirm, there is no internet connection coming from your links to further or Wi-Fi connection. On my aside, you're got me credentials. Okay. But before you proceed, could you please kindly provide the model number and serial number of your Link's power? Thank you.
01:00
Speaker 1
I need your help to help read this possibly. Nevermind. I think I can do it. Like I can't read the numbers on there. No. No, I do need your help. I think. Okay. So the model number. Can you read that out loud right there? What does that say? Can you hear him? Go ahead. What does it say? Right there, the model number. The top right there. E.A. uh, 75 zero zero B two. Okay. The serial number is this right there. Can you read that father? That's the part I can't read. 1A.
03:00
Speaker 2
Yes. All right. How about the serial number? [silence]
03:00
Speaker 1
Yeah, sorry, I'm like my eyes are not quite what they used to be. So I need the young eyes to read the thing. I'm sorry, what did you say? Do they know? Is that what you're asking? Spectrum. Okay.
04:00
Speaker 2
Got it, thank you so much. And also, may I know who is your internet service provider? I see. And yes, may I know who is your internet service provider? I may know who is your internet service provider. Who is your internet service provider? Spachem, got it. One moment here. Okay, let me double check it here, ma'am, please bear with me. All right, so based on the record here ma'am with this model number and the serial number that you provided to me. This model number is already part of our end of life and end of support device. It means that we don't provide technical support for this device anymore and also no updated firmware and we don't manufacture this device. So what I can highly suggest to you ma'am, is that you need to purchase a latest router since this one is was already outdated. That's why there is a problem with your connection. Because since your router don't have any firmware update and your spectrum modem keep on updating their firmware, so in the future, there is a connectivity issue on that one.
04:00
Speaker 1
Oh, so it's outdated and I need a new one. Okay. So, but likely if I for temporarily if I hardwire directly from my internet, then I probably wouldn't have an issue because the issue is probably from the outdated equipment. Right? As I have a clear signal and I have everything else is clear. So is that what you're saying? Am I understanding that? Yeah. Okay. Okay. Okay. Okay. All right. Thank you very much. I appreciate the help. All right. Okay.
06:00
Speaker 2
yeah, yes, ma'am. So, if you can hardwire your modem directly to your computer, then you can do that one and try to purchase a latest router like a Wi-Fi 6 or Wi-Fi 7 since your modem keeps on upgrading. Alright, thank you so much, awesome. And have a good one.
06:00