V2 Rubric Detail — 533afd22-813d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 17:39
Duration
8m 39s
Contact
864-576-7568
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137504
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support E7350
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-60.0)

V2 Grader Summary

The agent identified the router as out-of-warranty but failed to provide any troubleshooting or best-effort guidance required for OOW devices, constituting avoidance/evasion. The issue remained unresolved, with no empathy, ownership, or effective communication. Assessment 3 confirmed the technical accuracy gaps (no diagnostic process or tool use), validating the auto-zero reason.

V1 Case Analysis

Customer unable to connect printer/security system post-power outage. Router identified as E7350 (EOS). Agent provided self-help article on separating 2.4 GHz/5 GHz bands per EOS protocol.

Troubleshooting Steps
  • Collected customer name, email, and serial number
  • Identified router model as E7350
  • Confirmed device is end-of-support (EOS)
  • Offered to send self-help article on 2.4 GHz/5 GHz band separation
Key Observations
  • Agent correctly identified E7350 as EOS and followed protocol by offering self-help instead of live troubleshooting.
  • Serial number was partially garbled but sufficient for model identification (E7350).
  • No active troubleshooting was performed, which is acceptable per EOS policy.
  • Agent provided relevant self-help article on band separation, addressing the customer's stated need for 2.4 GHz support.
Positive Highlights
  • Agent adhered to Linksys EOS support policy by offering self-help guidance.
  • Collected full customer contact information for follow-up.
  • Provided a relevant self-help article that directly addresses the customer's issue with legacy devices.
  • Maintained clear communication and set accurate expectations about support limitations.
  • Properly closed the call with a concrete next step (sending article) rather than leaving the customer without direction.
Agent Errors / Gaps
  • Initial serial number transcription was inaccurate but later normalized correctly.
  • Did not confirm whether the E7350 actually supports 2.4 GHz band separation, though the self-help article would clarify this.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered only a self-help article without resolving the 2.4 GHz connectivity issue or confirming resolution; no troubleshooting steps were executed.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps (e.g., power cycle, checking router UI, verifying 2.4 GHz settings) were performed despite the customer describing a post-outage configuration issue.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the E7350 as out-of-warranty but failed to provide required best-effort troubleshooting (e.g., no attempts to verify router functionality or guide configuration changes).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask about LED status, WAN connection, or recent changes beyond power outage; jumped directly to warranty status without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, router login, speed/WAN test) were used to verify router functionality or band settings, despite the issue being configuration-related.
T3 Partially Met No misinformation conf 92%
Agent correctly stated that some devices require 2.4 GHz and bands can be separated (aligns with KB), but provided no accurate instructions for accessing or changing settings.
Communication
C1 Partially Met Clear & professional language conf 90%
Collected serial number and name but failed to set expectations, structure the call, or provide clear transitions; conversation lacked an agenda.
C2 Partially Met Confirmed understanding conf 89%
Used simple language appropriate for a non-technical user but did not confirm understanding or adapt to the customer's growing confusion about 2.4 GHz access.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disengaged responsibility by citing end-of-support status and deferred to a self-help article without attempting resolution or taking ownership of troubleshooting.
O2 Partially Met Proactive follow-through conf 90%
Stated a self-help article would be sent after the call, providing a next step, but gave no timeline or confirmation of follow-up action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the nature of the issue and support level.
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%
No expression of empathy for outage impact or frustration; tone remained transactional and dismissive of customer's effort and repeated explanations.
X2 Not Met Tone & rapport conf 93%
Failed to adjust pace, tone, or communication style in response to customer's confusion and repeated attempts to explain the 2.4 GHz issue; customer showed signs of disengagement.
X3 Not Met Overall experience conf 94%
Customer was asked to repeat serial number and email multiple times; agent did not handle actions agent-side or reduce unnecessary repetition/holds/steps.
Call Transcript16 turns · 17 lines
Speaker 1
Yes, ma'am, my name is Sherry. What was your name? Um, I am calling. I just hung up with my, um, internet, um, provider. And we had a, our shutdown yesterday, a power off shutdown, and it kind of knocked everything off, off yesterday. They have a reset on their side, but they said that the smaller components, like my printer and my security system that are trying to connect to my router, cannot connect because it [silence] My router is not even working. A, uh, oh, okay. And so, okay. What, uh, are you saying then that your router is not connected to anything, like no devices, like no lights at all? Are you saying that your router is not connected to anything? Um, actually it shows that my router is connected to my computer and it claims it's working properly, but we tried to do a, um, reset and it just doesn't seem to be connected. I can't connect to my internet. I can't connect to the router, but on my computer, I'm connected. Um,
00:00
Speaker 2
Welcome to lynxest support. To ensure quality service, your call 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 lynxest. This is ice. How can I help you? This is ice.
00:00
Speaker 1
It whatever reboot obviously knocked off the conversion from 5G to 2.4. Does that make sense? Okay. I don't know anything about it. I'm not an IT person. So I just need to connect my stuff. It is. Yes, ma'am. Correct. My printer and yeah, my printer and my security system. Yes. I can't. It is 37 A as in alpha, 10 M as in Mary, 28 alpha.
01:00
Speaker 2
all right uh... I see. So your linkage router is connected and online. It is. So you can connect to your Wi-Fi, to your internet. You're back online. It's just your printer that could not, uh, that's, uh, unable to connect. can you provide me, ma'am, the serial number of your linkage?
01:00
Speaker 1
02824. Correct, that's correct. My first name is Sherry, last name is Bailey. Yeah, the first name Sherry is C-H-E-R-I-E-E. Bailey, B-A-I-L-E-Y.
02:00
Speaker 2
Let's say again the serial number is 3, 7, 84, Apple, 10 N4, Mike, 2884 Apple 02824. Is that correct? All right. I'll create the record for you, ma'am. May I have your name? Can you spell your name, Sherry? C-H-E-R - R-I-E. And your last name? Sherry Bailey. All right. [silence]
02:00
Speaker 1
It is myfirst name, my last name 75, and it's at yahoo.com. Correct. Spectrom.
03:00
Speaker 2
what about your own email address, Sherry? Sherry. Bailey75 at yahoo.com. and who's your internet service provider? all right. so since your router is working fine, you just need to connect your printer to it. I'm afraid I cannot help you with assisting you to troubleshoot with regards to your router and even the printer because your router model, Sherry, is... E7350 and it's part of the Linksys old router classic series? E series model of Linksys router that are already out of warranty. Their life cycle has already ended. Um, this E7350 model of your router has already ended its life last 2024, meaning we no longer manufactured or sell this type of router as it's using an older technology, and its support also ended last 2026, just last month June. So, meaning we no longer provide technical support or assistance. But with regards to your uh, router, we can still send you a self-help article.
03:00
Speaker 1
A what? ... Well, they... They haven't changed... um... It's, I guess what is coming out of the router that needs... they need to be able to pick up and I-I don't know it it but I mean this thing's... [silence] There's someone else that... there's something that compliments the router. I just can't remember what it is that picks up from the... picks up from the router.
05:00
Speaker 2
But that would, self-help articles with regards to end of support links its products we do send articles to still provide assistance to customer just by clicking on the articles on how to set up the router or configure any settings and maybe that self-help article will provide you some guidance. But usually since your issue is related to a third party device, a camera and printer, you may have to contact the manufacturer of your camera and printer, maybe they have a way to configure the settings on adding.
05:00
Speaker 1
Call me for tapen 12, it would be two years old in a month in a month. So, the router. [silence] Yeah, yeah. I heard you. Okay. So they'll tell me what I need to know that that whatever you're going to send me, the article will tell me what I [silence]
06:00
Speaker 2
The router or the printer? Well, the-router itself is already, its life cycle phase is already ended. So whether you just got it or bought it new, we still cannot provide support because it's already part of those obsolete routers that- that the- are listed, that are no longer supported because these routers are using older technology and We- We- We- We We- We cannot, we cannot provide any technical support or troubleshooting steps? What we can only do is to send self-help articles, but those articles have the guidance on how to setup or configure any settings related to your router. So you can just check that out. And-
06:00
Speaker 1
I need to know. To be able to do this. All right. I'm sure they do. But they're trying to connect to the 2.4. And the router is not allowing anything 2.4. It's only pulling in the five.
07:00
Speaker 2
Yes, uh, that, that will provide you, uh, with regards to your links is, what are, uh, any configuration settings. But your, router is already working, so there's nothing to do, it's just need your third-party devices like your camera or printer to connect to your Wi-Fi. And usually some printers or security cameras have their own configuration settings or app to connect them to Wi-Fi. Maybe you need to check, Yeah, maybe. I see. So it's, Yeah, so since it's about the frequency, you can check that on the self-article of just go to the configuration settings because it's security cameras and do really
07:00
Speaker 1
Okay. All right. Are you sending it now? Did you. Did you send it to my email? All right. All right. Okay, I appreciate it. All right. Thank you. Thank you.
08:00
Speaker 2
Use a preferred, specific frequency band, which is a 2.4, so you just need to configure your wireless settings. Separate the bands 2.4 and 5 gigahertz and that would be included on the self-help article. Just check out the self-help article. Okay? Yes, I'll be sending it after the call. Yes. Thank you for calling Linksys. Terry. You're welcome. Thank you for calling and take care. Have a good one. Bye.
08:00