V2 Rubric Detail — 51fff646-809e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 22:41
Duration
5m 56s
Contact
208-964-0172
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00137367
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300 - no internet

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall16.5% (-39.5)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, provided technically inaccurate information (WiFi-4 claim, ISP security disconnects), and resolved the interaction by directing the customer to replace the router or contact Spectrum—resulting in an unresolved case. Communication was partially effective but lacked framing and clarity, while customer ownership and experience were compromised by vague next steps and increased effort.

V1 Case Analysis

Customer (EA7311) router failed after power outage. Agent incorrectly stated device was end-of-life and incompatible with ISP security, recommended replacement or ISP gateway, offered to email factory-reset instructions. No troubleshooting performed, no case created.

Troubleshooting Steps
  • Collected email address and model number (EA7311).
  • Incorrectly stated the router was end-of-life, used Wi-Fi 4, and was incompatible with ISP security.
  • Recommended replacement or obtaining a gateway from Spectrum.
  • Offered to email factory-reset instructions (not performed on the call).
Key Observations
  • Agent made materially incorrect technical claims: EA7311 is Wi-Fi 5 (not Wi-Fi 4), no evidence ISP security would block the device, and factory reset is a valid troubleshooting step.
  • No standard troubleshooting steps (power-cycle, WAN status check, LED verification) were performed.
  • Warranty status was never confirmed; agent assumed the device was out of support without evidence.
  • No case/ticket number was created despite the agent stating a case would be opened.
  • Agent provided a valid self-help path (email factory-reset instructions) and clear next steps (ISP gateway or new router purchase).
Positive Highlights
  • Polite greeting and clear identification of the customer’s name.
  • Offered a self-help path by offering to email factory-reset instructions.
  • Provided clear next steps (obtain gateway from ISP or purchase new router), which is operationally valid for an end-of-life device.
Agent Errors / Gaps
  • Incorrect claim that the EA7311 uses Wi-Fi-4 (it is a Wi-Fi-5/802.11ac device).
  • Stated that the ISP's security level would block the router without evidence, contradicting KB compatibility statements.
  • Claimed factory reset would only work temporarily due to security incompatibility, which is unsupported by KB.
  • Failed to follow standard troubleshooting flow (power-cycle, check WAN, verify LEDs).
  • Did not collect or verify serial number or warranty status.
  • Did not create or reference a case number despite stating one would be opened.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'This cannot be fixed anymore... you need to replace the router' and never restores connectivity or provides a confirmed resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed (e.g., no LED checks, local access attempt, or power cycle); agent immediately recommended replacement without diagnostic steps.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the EA7311 as end-of-life per KB guidance and advised replacement, but failed to attempt any troubleshooting before concluding.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked no diagnostic questions (e.g., symptoms, LED status, connection type) and jumped directly to a conclusion of hardware obsolescence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools or resources were used (e.g., no suggestion to access http://192.168.1.1, no firmware check); agent relied solely on product status to declare unfixable.
T3 Not Met No misinformation conf 95%
Agent made factually incorrect claims: 'router is WiFi-4' (EA7311 is Wi-Fi 5) and 'ISP will disconnect due to low security' (unsupported by KB).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced himself and maintained basic flow, but lacked clear framing (e.g., no initial expectations), repeated confusing statements ('gateway is a router modem plus Wi-Fi gate'), and failed to manage transitions effectively.
C2 Partially Met Confirmed understanding conf 88%
Agent used simplified language (e.g., 'go to Spectrum') and offered options, but did not confirm understanding of terms like 'gateway' and adapted poorly to customer's confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent deferred resolution entirely to Spectrum or third-party purchase without attempting to resolve the issue, take ownership, or offer follow-up support.
O2 Not Met Proactive follow-through conf 90%
Next steps were vague ('go to Spectrum', 'buy a new router') with no timelines, ownership, or actionable plan beyond immediate replacement.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the agent's assessment of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer effort ('thanks for calling') and offered a temporary workaround, but used fatalistic language ('This cannot be fixed anymore') and dismissed concerns, reducing empathy.
X2 Partially Met Tone & rapport conf 87%
Agent adjusted tone to be helpful and offered practical advice, but technical inaccuracies (e.g., WiFi-4 claim) and dismissive phrasing undermined clarity and engagement.
X3 Not Met Overall experience conf 90%
Customer was directed to drive to Spectrum or Best Buy, increasing effort; no remote or self-help steps were provided to reduce burden (e.g., no factory reset instructions until the end).
Call Transcript12 turns · 12 lines
Speaker 1
Yeah, my name is Christopher Love. Yeah, hi, I'm having problems with my, uh, router. It's a LinkSys and it's, uh, yeah, I just need to troubleshoot it. I've contacted the cable company and they've checked their, the modem and everything and everything on their end is running good. Um, yeah, my, I just now dropped off the line again. So we had a power outage not too long ago.
00:00
Speaker 2
welcome to linksys support. To ensure quality of 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. My name is Nathan. May I know who I'm speaking with? Yes, Chris. Chris, how can I help?
00:00
Speaker 1
[ silence] email address, C a love seven one at Gmail dot com. [ silence] Uh model number is A E better correction E A 7311 say again yum we've had it for a while.
01:00
Speaker 2
let me create a case ticket for you. Can I have your email address, please? Yes, please. Do you know the model of your router? Mm-hmm, certainly. All right. You had this router for quite some time, right? You have this router for quite some time already. The router is already end of life and
01:00
Speaker 1
Okay, so you're saying the only thing that can be done is to get a new router.
02:00
Speaker 2
and of report, meaning it may not work anymore. if your internet service provider is, uh, spectrum, uh, Xfinity, uh, AT&T, then it will not work. The reason is, um, compatibility. The security, uh, level of this I.S.P. is higher. During the outage, they may have reset their network. If you try to reconnect right now, they will not reconnect. Your solution would be to replace the router. Yes. This cannot be fixed anymore. you can try to factory reset, reinstall it. it may work for a day or two but after that, if you go back again, it will disconnect. is the internet service provider will disconnect the router because of the income, uh, security level is low. it this can be break, uh, this can be broken by any hacker. Uh, the technology is WiFi-4. [silence]
02:00
Speaker 1
Okay. Okay, so I, I have, uh, my, uh, my service is through Spectrum. So, I have a Spectrum modem. Do they have, uh, uh, routers? So, uh, do you know of Spectrum has their own, uh, routers? That is awesome.
03:00
Speaker 2
Or a lower and then security level is lower. I do not suggest you use this one. This can be hack. Okay. But if you... Mm-hmm. Router. You can ask Spectrum to give you a gateway. Technically, it's a modem and a router in one box, right? They will replace your modem with a gateway so that you don't need a router because it's the same box for the modem and the router with the Wi-Fi. If you want, you can also, you can also ask them to rent the router. They, they will charge you $15 per month on the...
03:00
Speaker 1
Okay. Okay, cool. I think I might grab. Go. Yeah, please. Uh, I'm going to go right now and drive down to spectrum.
04:00
Speaker 2
That one. Or you can go to the Best Buy around $50 to $70 for a new router and X4200. You don't need to spend too much on the router. Modem, yes. It will last for 10 to 15 years. Router give it five years, maximum 10. After that you need to replace as physical, not side, but on the technology side. All right? But if you want to if if you want to use it just for tonight make it works so that you can have internet tonight or to the first two, two, three days just for the temporary I can send you an email with instruction on on how to factory reset and reinstall it. If it works, at least it can give you a few days to navigate to the internet. But I still suggest do not use it for the long term. All right? Sure.
04:00
Speaker 1
it's called a gateway. So I'm I'm go ahead. Now, okay. That's fine. I'll see if I can get that. And I'll, uh, yeah, that should take care of the problem then. So, okay. Yeah. Yep. Yep. I'll go do that right now. Hey, thank you. I really appreciate your help. All right. Okay. Thank you. You have a good day.
05:00
Speaker 2
ahh gateway is a router modem plus Wi-Fi sorry router modem plus Wi-Fi gate okay yes yeah um sorry chris i cannot help you on this one i i we're stuck people to fix even if we fix this one it will uh in danger your security level it will make your life more miserable than not except if you can go to spectrum get the box you'll fix this problem all right yeah uh well and welcome my name is nathan by the way and thanks for calling us glad to be of service bye now
05:00