V2 Rubric Detail — 54e8d0b4-816e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 23:30
Duration
29m 40s
Contact
508-847-7607
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137564
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA7500

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp1.43/5
Overall43.6% (+17.6)

V2 Grader Summary

The agent accurately identified the EA7500V2 as end-of-support and provided correct self-help resources (T3 Met), but failed to perform any diagnostic troubleshooting or best-effort assistance required for out-of-warranty devices (R1, R2, R3 Not Met; T1, T2 Not Met). The interaction was transactional with no empathy (X1 Not Met), though communication was clear (C2 Met). The modem-router connectivity issue remained unresolved, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reported EA7500V2 router not connecting to new Spectrum modem. Agent incorrectly stated router is out of support (false), collected contact info, and promised to email generic setup instructions. No troubleshooting performed. Issue remains unresolved. Follow-up required for WAN setup.

Troubleshooting Steps
  • Collected model number (EA7500V2) and contact details.
Key Observations
  • Agent incorrectly stated that EA7500V2 support ended in 2025 (transcript [24:59]), contradicting KB guidance that EA Series routers are supported and receive automatic firmware updates.
  • No troubleshooting steps were performed for a clear WAN connectivity issue with a new modem.
  • Agent repeated requests for phone number and email, indicating inefficient call flow and lack of control.
  • Call ended without confirming any resolution or validating network state.
Positive Highlights
  • Accurately collected and confirmed customer's model number, name, phone, and email address.
Agent Errors / Gaps
  • Incorrectly stated that EA7500V2 is out of support (ACCURACY error — directly contradicts KB: EA Series routers are supported and receive automatic firmware updates).
  • Failed to perform any standard WAN troubleshooting steps (e.g., power-cycle modem/router, verify cable, check LED status) despite a clear new-modem setup issue (PROTOCOL failure).
  • Did not guide the customer through basic setup steps such as confirming WAN connection or checking for solid blue LED (PROTOCOL and ACCURACY failure).
  • Offered only an email with generic instructions instead of resolving the live issue, effectively abandoning the case (RESOLUTION failure).
  • Repeatedly asked for phone number and email, indicating poor call efficiency and information management.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only offered self-help options (email and website) without resolving the modem-router connectivity issue; customer left call without confirmation of success.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (power cycle, cable check, LED status, WAN settings) were performed before defaulting to self-help; agent skipped logical diagnostic sequence.
R3 Not Met Correct resolution path conf 96%
EA7500V2 is end-of-support, but agent failed to attempt best-effort troubleshooting (factory reset, WAN configuration check) as required for out-of-warranty devices, treating OOW status as a reason to stop helping.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked no diagnostic questions about physical connections, LED status, or WAN configuration; no logical troubleshooting process was initiated for the connectivity issue.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, router admin interface, speed test) were used or guided despite the need to verify WAN link status; agent relied solely on self-help redirection.
T3 Met No misinformation conf 94%
Agent correctly identified EA7500V2 as end-of-support (support ended in 2025) and accurately directed customer to support.linksys.com and AI tool options.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent gathered customer details and set expectation to send an email ('hold for three to five minutes'), but did not frame a resolution path, manage call flow beyond data collection, or maintain clear transitions.
C2 Met Confirmed understanding conf 93%
Agent used plain language ('reconfiguration of your router'), avoided technical jargon, repeated details for confirmation (model number, email address), and adapted communication to customer's level without inaccessible terminology.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Agent owned the interaction end-to-end, did not transfer the call, and followed through on committing to send an email instruction as promised.
O2 Partially Met Proactive follow-through conf 89%
Agent provided a vague next step ('I’ll send you an email, hold for three to five minutes') but gave no concrete timeline for issue resolution or follow-up plan beyond the email.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff context existed per transcript and Assessment 4 confirmation.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
Agent appropriately decided not to escalate; issue was a basic setup problem with available self-help paths, and escalation was not triggered by complexity, hardware fault, repeat unresolved contact, or management request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted based on agent’s judgment; no escalation path was executed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent remained polite but entirely transactional, with no acknowledgment of customer’s potential frustration about the non-working modem-router connection or repeated effort on repeat contacts.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a consistent pace and tone, kept customer engaged through confirmation loops (model number, email), but did not naturally adapt communication style to customer’s moments of confusion ('I don’t know what you would do, but what was that?').
X3 Partially Met Overall experience conf 89%
Agent collected standard customer information (name, model, email) and confirmed details, but could have reduced effort by guiding customer through immediate troubleshooting steps instead of defaulting to self-help.
Call Transcript26 turns · 34 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. This is Scarla. For calling Linksys, this is Scarla. How may I help you?
00:01
Speaker 1
Yes, hi, I have one of your and I just got a new modem from Charter Spectrum and the modem is not connecting to the router and they suggested I call you. I don't know what you would do, but what was that?
22:30
Speaker 2
Okay, so this is a reconfiguration of the device using a new modem, right? This is a reconfiguration of your router with a new modem from Spectrum.
22:49
Speaker 1
Yes, yes, hold on one second.
23:03
Speaker 2
Okay, may I know the model number and serial number of that Linksys router? Or how about also your phone number, ma'am? Can I create a record for this?
23:04
Speaker 1
Yeah, hold on one second. The model number is EA7500V2 and my phone number is 508-847-7607.
23:20
Speaker 2
How about your phone number? Alright, how about your first name and last name?
23:34
Speaker 1
Yeah.
23:43
Speaker 2
that's m-a-r-g-a-r-e-t-h okay and then last name is b-i-s-h-o-p yes and how about your email address
23:46
Speaker 1
Margaret Bishop. No H, just E-T. P as in pig. P Bishop 9058 at charter.net.
23:48
Speaker 2
okay again that's p for peter correct and then your last name bishop and then nine zero five
24:10
Speaker 1
Yes. Yes. Yes.
24:28
Speaker 2
eight uh charter.net thank you for this information ma'am by the way ma'am um your router again is an ea 7500 correct okay so ma'am i checked the um status of your linksys router
24:34
Speaker 1
Yes. And there's a V2 at the end of that model. Yeah.
24:50
Speaker 2
this type of router that you have is one of our routers that is already part of um already uh and of support okay the for the support of the shuttle already ended um way back 2025 okay Okay, but what we can offer to you ma'am is our website where you can take advantage of our AI tool. Okay, our AI tool is on our support.linksys.com where it can give you also instructions, also guide you on how to set up your router. Or also, I can send you an email on how to configure this router. I can send you two email instructions on how to set up this router.
24:59
Speaker 1
Okay. I'll take that.
25:52
Speaker 2
Alright, you're welcome. So the email address again is pbishop9058 at charter.net, correct?
25:54
Speaker 1
Thank you.
25:54
Speaker 2
correct yeah yeah I'll be out there shouldn't hold ma'am for three to five
26:03
Speaker 1
Yes. P Bishop as in pig. P.
26:04
Speaker 2
minutes let me prepare the email okay just stay on the line okay thank you
26:11
Speaker 1
Sure.
26:15
Speaker 2
sent you an email you're welcome so you may also check our website again the
26:16
Speaker 1
Okay. Okay, thank you very much. Goodbye.
26:40
Speaker 2
support that links is calm so thank you for calling lenses this is Carla goodbye for now
29:31
Speaker 1
Thank you.
29:38