V2 Rubric Detail — 54b295f4-7b28-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 23:54
Duration
13m 28s
Contact
Vivian Lousararian
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00136462
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp2.50/5
Overall22.2% (-33.8)

V2 Grader Summary

The agent failed to perform any troubleshooting or use any diagnostic tools, incorrectly assuming a communication failure between the router and modem without evidence. Despite identifying the EA8300 as out-of-warranty, the agent provided no best-effort support, instead suggesting the customer use phone data or purchase a new device.

V1 Case Analysis

Customer unable to connect Wi‑Fi on EA8300 (out of warranty). Agent provided website link and suggested new router; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any basic troubleshooting (reboot, LED check, WAN verification) despite clear symptom description.
  • Agent incorrectly diagnosed 'router not communicating with modem' without verifying physical connections or modem functionality.
  • No escalation or paid‑support path was offered, which is a protocol gap for out‑of‑warranty devices.
  • Agent provided only generic website reference and replacement suggestion, failing to offer actionable self‑help steps.
Positive Highlights
  • Accurately identified the router model (EA8300) and its out‑of‑warranty status (transcript [07:00]).
  • Collected customer name (Vivian Albano) and email (realestateatgmail.com) correctly (transcript [06:00]).
  • Provided the correct generic support URL (support.linksys.com) (transcript [09:00]).
  • Correctly explained that EA8300 is a legacy, end‑of‑life product with no further firmware updates (transcript [07:00]).
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow for Wi‑Fi connectivity (e.g., reboot, check LED status, verify modem connection).
  • Did not verify router settings, LED status, or physical WAN connection before making a diagnosis.
  • Provided no actionable steps beyond directing to the website; no configuration guidance or reset instructions.
  • Did not offer escalation or paid‑support path despite out‑of‑warranty status and customer need.
  • Incorrectly claimed the router 'is not communicating with your modem' without evidence or verification (transcript [10:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offers no resolution path—only suggests using phone data or buying a new router; no troubleshooting or configuration steps provided to restore WiFi.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed (e.g., power cycle, check cables, verify LED status); agent assumes modem-router communication failure without evidence.
R3 Not Met Correct resolution path conf 96%
Agent correctly identifies EA8300 as OOW but fails to provide best-effort troubleshooting (e.g., factory reset, reseating cables, login via local IP), violating OOW support standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asks only for model/serial and ISP; does not inquire about LED behavior, physical connections, or prior changes—missing key diagnostic inputs.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used—did not guide customer to access http://192.168.1.1, check firmware, or perform a factory reset; relied solely on verbal description.
T3 Partially Met No misinformation conf 92%
Correctly states EA8300 is legacy/OOW, but asserts 'router is not communicating with modem' and 'not a hardware issue' without any evidence or diagnostic verification, which is unsupported by the KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collects basic info but fails to set expectations, provide structured plan, or maintain control—conversation drifts without clear direction.
C2 Met Confirmed understanding conf 93%
Uses simple language, avoids jargon, repeats information clearly; adapts to customer’s pace and spelling needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandons ownership by redirecting to self-help website and suggesting replacement—no commitment to resolve the reported issue.
O2 Not Met Proactive follow-through conf 95%
No clear next steps—only vague suggestions to visit website or consider new router; no timeline or follow-up promised.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was standard connectivity, not requiring Tier 2 intervention.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Offers brief apology but does not acknowledge customer’s frustration, repeated effort, or confusion about sudden failure.
X2 Met Tone & rapport conf 91%
Maintains calm, polite tone throughout; responds patiently despite customer’s uncertainty and interruptions.
X3 Not Met Overall experience conf 94%
Increases customer effort by suggesting phone data usage or device replacement instead of resolving existing setup.
Call Transcript19 turns · 20 lines
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 for more information about your product.
00:00
Speaker 1
Hi, um, my Wi-Fi isn't uh working apparently. I called Charter and everything on their end is okay. So, it looks like it's uh my link key, um, Wi-Fi that's not connecting. It keeps coming on. The two icons come on and then it goes off and then it doesn't work. Correct.
04:00
Speaker 2
Thank you for calling linksys this is Epi how can I help you? [silence] OK so you're unable to connect wirelessly. Ma'am, can I have the model number and the serial number of your linksys.
04:00
Speaker 1
Yeah, if I can see it here. Uh, both of my glasses are here. The serial number is 212 as in Paul, 10 sea as in Charlie, 61800034. Correct, correct. I'm sorry, I didn't hear you. This is Vivian L'hoostroft. Mm-hmm. L-O-U, S as in Sam, A, R as in Robert, A again, R again, I as in India, A as in Apple, N as in Nancy. Vivian, V-I-V-I-A-N, number four Real Estate @gmail.com. @ gmail.com. Correct. [silence]
05:00
Speaker 2
Okay ma'am, let me create a record. Can I have your name? Sorry. Can I have your name please so I can create your record? Vivian. How do you spell your last name? Albano okay and your email address ma'am realestateatgmail.com. Real estate at gmail.com. Okay. So that is again Vivian, the number for real estate at gmail.com.
06:00
Speaker 1
Yes, Charter.
07:00
Speaker 2
state at gmail.com. And who is again your internet provider ma'am? Charter. Okay. All right. So, ma'am, since you don't have wireless connection right now using your Linksys router, okay, it could be that your wireless router is not communicating with your modem. So there's a need for you to reconfigure that. And upon checking here in our system, your router EA8300, ma'am, is already out of warranty, okay? It's even one of our legacy routers, okay? It's one of our end of life routers. When we say end of life, Linksys is no longer manufacturing that particular router. So there will be no update, no further development for that router, and the technical support ma'am is also not covered for that. Uh, the technical support and [silence]
07:00
Speaker 1
I can't get on. I can't, I can't get on the website. Wait a minute, how do I use my Charter modem if it's connected to my Wi-Fi? I have, no clue how I would do that.
08:00
Speaker 2
i and in 2025. okay? uh so because what we can offer is Vivian. okay, what we can offer is our website. okay? We will also send you an email. Yes, but uh you can use your uh uh Charter modem for you to be able to go online or you can use your phone. If you have uh data on your phone. You may actually disconnect your Linksys router. Um you you may disconnect your Linksys router for the meantime or temporarily and connect your computer straight to the modems.
08:00
Speaker 1
Okay, now how will that help me? My question is, is this thing too old? Should I get a new one? Or what's the problem? How do I know it, uh, how can I be sure it's going to work, or have I get a new one if it's not working now? [silence] No clue how to do that.
09:00
Speaker 2
or if you at yeah if you have a uh if you have a phone um and you have data then you may actually uh connect your you may use your phone to access the uh your email or to open our website now you may go to support.linksys.com yes that would be getting or upgrading your new router ma'am is another option okay cuz I I've mentioned earlier this router is already well the problem with your system right now is
09:00
Speaker 1
Okay, so this one can't be updated, you're saying. Yeah, I don't understand why it stopped me working.
10:00
Speaker 2
The the router is not communicating with your modem. So there is a need for you to reconfigure the settings. And we know that it's not a hardware issue. There's just a need for you to reconfigure the settings properly. Okay. and and the the router is not getting the signal from the modem. But again um if there is a hardware issue then uh we cannot uh we cannot replace that since it's out of warranty. So getting a new router is also um another option here Miss Viva. If if you get a new router, you'll have free technical support. Okay. You'll get a free technical support and there will also be updates. So if there's a problem with the router, you can always update it or something. It cannot be updated ma'am since uh there's no updates available. No more further development for this router. [silence]
10:00
Speaker 1
If it was working before, nothing has changed. Why would it suddenly stop working? Okay.
11:00
Speaker 2
Well, in some cases, the router will lose its signal from your internet provider. Could be that you experienced power outage or they did some updates from their end. That's why the link is lost, the connection from your modem. Because the router will just not reset itself if there's no, like, changes from your system. Could be that they had maintenance or they did an update from their end. That's why the Linux router lost its signal.
11:00
Speaker 1
called them and ask if they updated anything. Um, all right, so there's nothing that you can do basically. did I? Um, well, there, there aren't too many options. There are four cords behind it and four connections and that's it. You undo them and you redo them and it should work, right? I mean, it's not that
12:00
Speaker 2
Well, again, this way I'm offering you, ma'am, our website. Okay. It's a self-help tool. You can use your phone. If you're able to go online using your phone, you can visit that website support.com. I can also send you an email for the end of support. Yes. It may guide you. Okay. There's a problem shooting steps for you to be able to set up your router from that guide.
12:00
Speaker 1
It's more complicated than I can see here. Yeah. Mm-hmm. Okay. All right. Thank you so much. Thank you. You too. Bye-bye.
13:00
Speaker 2
Yes, as long as you're, yeah, yeah, just follow the instructions given, then you should be able to go from there. Okay, okay, yes. We apologize for that, Miss Vivian, but we thank you so much for your time, and this is Eppy again from Linksys. Thank you for calling. You have a great night, now. Take care. Bye-bye.
13:00