V2 Rubric Detail — 50d273ac-6e8d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 22:54
Duration
16m 40s
Contact
985-856-6760
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution3.12/5
Technical2.81/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall51.7% (+25.7)

V2 Grader Summary

The agent correctly identified the EA6400 as end-of-life and advised upgrading, meeting R1 and R3. However, no troubleshooting or tool use occurred (R2, T2 Not Met), empathy was absent (X1, X2 Not Met), and no next steps were given (O2 Not Met). Despite these gaps, the outcome qualifies as Successful Resolution due to accurate limitation explanation.

V1 Case Analysis

Customer reported EA6400 router not providing internet despite functional modem. Agent incorrectly stated firmware support ended in 2024 and advised replacement without troubleshooting or warranty verification.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly stated at [13:00] that EA6400 firmware support ended in 2024, which is factually incorrect per universal_firmware_update.md.
  • No troubleshooting steps (reboot, firmware check, WAN connectivity test) were performed or suggested.
  • Warranty status was not discussed or verified, despite the agent referencing device age and support status.
  • Customer was misinformed that the device is no longer supported, leading to premature closure without a valid path forward.
  • Agent failed to reference or follow any KB documentation to validate claims.
Positive Highlights
  • Agent correctly identified the model number as EA6400 based on customer input at [12:00].
  • Maintained a polite tone throughout the interaction.
Agent Errors / Gaps
  • Inaccurate claim at [13:00] that EA6400 firmware support ended in 2024 — directly contradicts universal_firmware_update.md, which states firmware updates are delivered automatically and rolled out in stages by region. No end-of-support date is listed for EA6400.
  • Failed to perform basic troubleshooting per universal_escalation_guide.md Step 1: reboot router, check firmware, test connectivity.
  • Did not verify warranty status or support eligibility before declaring the device unsupported, violating protocol for hardware fault calls.
  • Provided no self-help resources or escalation path, despite the customer being open to assistance.
  • Misrepresented Linksys support policy, potentially damaging customer trust and brand reputation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent correctly identified the EA6400 as end-of-life with no further firmware support and advised the customer to upgrade, which constitutes a valid resolution path by explaining a known limitation.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., reboot, check LED status, verify local access, test wired connection) were performed before concluding the router was unsupported.
R3 Met Correct resolution path conf 90%
Agent accurately assessed the product status (out of support) and provided the correct resolution path—upgrade to a newer model—rather than inappropriately offering RMA or dismissing the customer without guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model/serial number and inquired about last working time, but did not ask about observable symptoms (LEDs, connectivity), missing key diagnostic steps.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., checking firmware version via admin UI, remote diagnostics, or prior case lookup) were used despite the availability of model-specific knowledge that could have confirmed EOL status more precisely.
T3 Met No misinformation conf 95%
Agent’s statements about EA6400 release date (2013) and end of firmware support (2024) align with documented product lifecycle information.
Communication
C1 Partially Met Clear & professional language conf 80%
Call lacked clear framing; agent said 'Allow him to remove solution' — likely ASR error for 'Let me remove this solution' — indicating poor call control and unclear transitions.
C2 Partially Met Confirmed understanding conf 75%
Agent used plain language but did not confirm understanding or adapt explanations based on customer repetition and uncertainty.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and provided a resolution path, demonstrating ownership of the interaction.
O2 Not Met Proactive follow-through conf 95%
No specific next steps (e.g., where to buy, what model to choose, how to set up) were provided; closure was abrupt without follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the EOL status.
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 95%
Agent failed to acknowledge customer frustration about having to verify the issue with Spectrum or express empathy for the inconvenience.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pacing despite customer’s repeated confirmation and visible hesitation; communication remained transactional and disengaged.
X3 Not Met Overall experience conf 95%
Agent asked for model number twice despite it being clearly stated once, creating unnecessary repetition and increasing customer effort.
Call Transcript15 turns · 15 lines
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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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.
00:00
Speaker 1
Hi, how are you doing? Good. Good. OK. Um, OK. What, what, what do I, I have a a a Lynx Wi-Fi router. OK. And I call spectrum and they said the modems good. And um, before I go buy another router, they told me I needed to call y'all, cuz y'all could check and see if the router was the fault here, whatever. Are you still with me?
10:00
Speaker 2
thank you for calling in sis. My name is Gerald. There's nothing out. Um, I'm doing good. How are you doing? Okay.
10:00
Speaker 1
Hello? Oh, okay. Great. Okay. Let me, uh, let me get it for you. I know it's said to be ready with it, but I gotta take it off the wall and I didn't want to take it off the wall until someone answered the phone, you know? Because I got to put it back. So, the serial number is, you want the, the Mac number, or the serial number? Or the model number first, tell me. Perfect. The serial number is 134-106-056-00-
11:00
Speaker 2
Yes sir, I was trying to fix my headset right here. so ok there you go I can hear better now. What is the serial number and model number of that? We can start with the serial number then model number.
11:00
Speaker 1
235. The model number is E.A. 6400. [silence]
12:00
Speaker 2
All right, thank you. And what's the model number? All right, thank you. Let me check on that.
12:00
Speaker 1
uh last week. I've been gone for about four days. I've been gone since Thursday. And um to the best of my knowledge it was working before I left. OK. OK. But it what what year
13:00
Speaker 2
Alright. So, when was the last time it was working? See, there might be some updates and this router was not able to um, work with the update, but let me see. So, this EA6400, the firmware of this, I think it can be updated. It can be updated anymore and also there will be no future update for the firmware because we no longer support this router and in the 2024 that might be the reason why it's not working.
13:00
Speaker 1
Does it build? I'm sorry, did you say 2024? Oh. Okay. All right. Okay. No wonder. All right. So can we just go ahead and safely figure that the, the Wi-Fi router's my problem right? Yeah. Okay. All right. So, um, at this point, just go buy another router. Is that what you're telling me? [silence]
14:00
Speaker 2
No, the support of this ended 2024, but the official release date, I'll check that for you in one sec, it was late May 2013. The official release date of this. It could be the router is the problem. It's not able to catch up with the latest technology or the updates of your modem. It's best to upgrade for latest router and better resolution.
14:00
Speaker 1
Okay. All right. Okay. Pardon me. Uh, no, no, no. I mean, there's, the lady at Spectrum was pretty adamant that y'all could check it and see. But what I'm getting from you is, is that because it is a 2013 router and because there's no other firmware about it, we're just gonna go ahead and count this one as broken and we'll go get a new one. Is that, is that a good read on the situation?
15:00
Speaker 2
Allow him to remove solution. You have other questions? [silence]
15:00
Speaker 1
Yeah. I agree. Okay. Yeah, I agree. I agree. That's what I'm saying. It's just time for a new router. It's time for a new one. Okay, cool. All right. I just wanted to just I wanted to make sure. Okay. Listen, thank you for your time. I appreciate it. Okie doke. I do too. Oh, yeah, and I hope you do too. So have a nice evening. Okay? All right. Bye-bye.
16:00
Speaker 2
there's no trading for this device anymore that's why we can no longer support it. right so no, that's welcome. hope you have a good one though appreciable you too, thank you bye bye [silence]
16:00