V2 Rubric Detail — 4f9e4e4c-7c6c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 14:33
Duration
5m 1s
Contact
Matt
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#EOS00136686
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA8300v1.1

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency3.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall14.9% (-17.1)

V2 Grader Summary

Agent correctly identified EA8300 as dual-band and end-of-life but failed to provide any troubleshooting for SSID rename or sprinkler connectivity, contradicting KB guidance that IoT devices may require network adjustments. No diagnostic steps, tool use, or ownership was demonstrated, and the call ended with dismissal based on EOL status without best-effort support, resulting in an unresolved case.

V1 Case Analysis

Customer unable to connect sprinkler system to Wi-Fi; requested router rename. Agent identified EA8300 v1.1, incorrectly stated it is end-of-life and unsupported, provided no troubleshooting or next steps, and closed call prematurely.

Troubleshooting Steps
  • Confirmed router model (EA8300 v1.1).
  • Explained dual-band capability (2.4 GHz and 5 GHz).
  • Stated model is end-of-life and not supported.
Key Observations
  • Agent incorrectly stated the EA8300 is end-of-life and unsupported (transcript [02:00]). The KB (universal_firmware_update.md) confirms EA series models still receive firmware updates and are not universally end-of-life.
  • No troubleshooting steps were performed despite the issue being a common IoT connectivity problem. KB guidance (adjacent_smart_home_iot.md) provides clear steps for smart device setup on 2.4 GHz networks.
  • Agent failed to collect serial number or verify warranty status before declaring the product unsupported.
  • No self-help resources (e.g., KB articles) or paid-support options were offered for an out-of-warranty device.
  • Call was prematurely closed without confirming resolution or providing a valid next step (transcript [04:00]).
Positive Highlights
  • Correctly identified the router model (EA8300 v1.1) from the customer's phonetic spelling (transcript [01:00]).
  • Accurately described the EA8300 as a dual-band router supporting both 2.4 GHz and 5 GHz bands (transcript [03:00]).
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated the EA8300 is end-of-life and not supported (transcript [02:00]). The KB (universal_firmware_update.md) confirms EA series models still receive firmware updates. This is a material accuracy error.
  • Failed to perform any basic troubleshooting for a Wi-Fi connectivity issue. The KB (adjacent_smart_home_iot.md) provides clear steps for IoT device connectivity, including verifying 2.4 GHz SSID broadcast, power-cycling devices, and separating IoT devices onto a guest network.
  • Did not collect the router serial number or verify warranty status before declaring the product unsupported. This violates protocol for support eligibility assessment.
  • Did not offer any self-help resources (e.g., KB articles) or paid-support option for an out-of-warranty device. This left the customer without a resolution path.
  • Prematurely ended the call without confirming resolution or providing a valid next step (transcript [04:00]). This is a resolution and protocol failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent ended call stating model is end-of-life and refused further assistance; no resolution, RMA, escalation, or customer education provided for SSID rename or sprinkler connectivity.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps taken; agent did not guide customer through login, SSID change, or sprinkler troubleshooting; relied solely on EOL declaration.
R3 Not Met Correct resolution path conf 97%
Agent identified EA8300 as EOL but ended call without best-effort troubleshooting (e.g., guiding to http://192.168.1.1), violating OOW standard requiring real attempt even for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask clarifying questions about sprinkler behavior, SSID rename attempts, or errors; no symptom identification or logical diagnostic process.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (admin UI, remote session, logs); agent could have directed customer to local web interface but did not attempt, despite scenario clearly benefiting from tool use.
T3 Partially Met No misinformation conf 96%
Agent correctly stated EA8300 is dual-band but incorrectly claimed customer 'do not need to change any kind of the Wi-Fi name' — contradicting KB (adjacent_smart_home_iot.md) which recommends forcing 2.4 GHz or separate SSID for IoT devices.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent greeted and confirmed model but did not set clear expectations or guide call toward solution; call ended abruptly after EOL statement without structured troubleshooting path.
C2 Partially Met Confirmed understanding conf 88%
Language was simple but agent did not confirm understanding or adapt explanations to customer’s confusion about sprinkler seeing other networks but not theirs.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disengaged after stating model is EOL, took no ownership, provided no further assistance, escalation, or follow-up despite customer’s ongoing issue.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments provided; customer left without guidance on SSID rename or sprinkler troubleshooting.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to maintain or handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was basic setup/connectivity, not complexity beyond L1 or hardware fault requiring L2/L3.
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 89%
Agent offered brief apology ('I do apologize') but did not acknowledge customer’s frustration or repeated effort with sprinkler system; empathy was generic, not sincere or specific.
X2 Not Met Tone & rapport conf 92%
Agent maintained procedural tone despite customer expressing confusion; did not adjust pace, probe deeper, or match communication style to customer’s needs.
X3 Not Met Overall experience conf 94%
Customer repeated problem multiple times; agent provided no actionable steps, forcing customer to re-explain without progress, increasing effort unnecessarily.
Call Transcript10 turns · 10 lines
Speaker 1
[KEEP_UNCERTAIN] Uh, yes, I was on the, uh, phone with my, well, here's what I'll tell you. I have a sprinkler system and it's not pulling up my network. It's pulling up everyone else's network. And the, uh, sprinkler system, customers, their, their profiles are showing up, but not mine. Can you explain that?
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. While waiting, you may also visit support.linksys.com or more information about your product. Hi, thank you for calling Linksys. My name is and I will help you today. [silence]
00:00
Speaker 1
support folks told me to rename my router and I'm needing help to rename my router because our internet service provider also said that I need to do that and I'm calling you to help rename my network and my router. Does that make sense? Yes. Okay. I gotta pull it up on my camera. My link the Linksys Model number is E as in elephant, A as in apple 8, 3, 0, 0, V as in Victor, 1, period 1,
01:00
Speaker 2
[silence] I see. What's the model of your Linksys router as well?
01:00
Speaker 1
This is Matthew Burns.
02:00
Speaker 2
Thank you. so much. And may I know who I'm currently speaking with? [silence] Thank you so much. Let me quickly double check everything on my end. [silence] All right, sir, Matt. Thank you so much for patiently waiting. So, upon double checking it on our end, based on the current LionSys model that you have, which is an EA8300 version 1.1, I'll set your expectations that this specific model has already been considered as an end of life and an end of support router.
02:00
Speaker 1
[silence] oh okay, cuz that's one of the things that it said in the is this a 2.4 GHz router? [silence] Okay. [silence] so why would our sprinkler system all of a sudden not connect to our device?
03:00
Speaker 2
I do apologize, but we can no longer try and troubleshoot this specific model of the router. And we also do highly suggest that you do not need to change any kind of the Wi-Fi name and Wi-Fi password, since by default, an EA8300 already uses both a 2.4 and a 5 gigahertz without any problem. Yes, what you have here is a dual band, which uses both a 2.4 and a 5 gigahertz, so that any devices will automatically connect on which they would like to connect to, either a 2.4 or a 5 gigahertz. If there's any other: [silence]
03:00
Speaker 1
Okay, that seems to be the trouble, 'cause when we link it and reset it and do a network shutdown of it, it tries to pull up our network. It recognizes our network and sees it, but it doesn't pull it up. So it's communicating somewhere else. Okay. Well, sure. Okay, thank you. All right. Okay. Bye.
04:00
Speaker 2
to but in fact why reset the sprinklers system's connectivity that might help and try to reoperate or try to let it link it back end. Mm-Hmm. I see. All right. Once again, this is as far as we're going to try to assist you with the model since this is no longer being supported. All right. Thank you for calling Linksys. Take care and have a great day.
04:00