V2 Rubric Detail — 5548d8e4-644d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:51
Duration
11m 39s
Contact
Elma Privette
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132853
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 2 TV unable to connect

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall32.8% (+6.8)

V2 Grader Summary

The agent correctly identified the EA7500V2 as end-of-life and out of support but failed to perform any troubleshooting or provide actionable next steps for the TV connectivity issue. Despite the device being OOW, no best-effort diagnostics were attempted, and the customer was directed solely to self-service. The interaction lacked empathy, clear guidance, and resolution, resulting in an unresolved outcome.

V1 Case Analysis

Customer reported two TVs connected to EA7500V2 router have no internet while other devices work. Agent incorrectly stated router is end-of-life (EOL August 2020) and provided no troubleshooting. Gave invalid URL (support.links status.com) and irrelevant advice about cameras/hubs.

Troubleshooting Steps
  • Collected device model and serial number
  • Created HappyFox ticket #132853
  • Incorrectly stated router is end-of-life
Key Observations
  • Agent incorrectly declared EA7500V2 router end-of-life (KB shows it is not EOL).
  • Provided invalid URL: 'support.links status.com' (correct URL is support.linksys.com).
  • Gave irrelevant advice about cameras/hubs not mentioned by customer.
  • No troubleshooting performed for TV connectivity issue despite other devices working.
  • Repeatedly misnamed customer despite correct name being provided.
Positive Highlights
  • Collected model number (EA7500V2) and serial number accurately.
  • Created a HappyFox ticket (#132853) for the interaction.
Agent Errors / Gaps
  • Incorrectly stated EA7500V2 router is end-of-life (contradicts KB; EA7500V2 is not listed as EOL).
  • Provided invalid URL 'support.links status.com' (not a real Linksys domain; correct URL is support.linksys.com).
  • Gave irrelevant and confusing advice about connecting cameras through hubs, which was not the customer's issue.
  • Failed to perform any troubleshooting for the reported TV connectivity problem (e.g., no reboot, no checking connection type, no inspecting router settings).
  • Did not offer any valid self-help resources (e.g., KB article, email with steps) after incorrectly declaring router EOL.
  • Repeatedly misnamed customer (Elma, Miss Elmer) despite correct name 'Alma Privett' being provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested buying a new router and using the AI tool but did not resolve the TV connectivity issue or provide any troubleshooting steps to restore functionality.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., reboot, LAN/WAN check, speed test, device isolation) were performed despite the issue being post-outage and affecting only specific devices.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the EA7500V2 as end-of-life and out of warranty, but failed to provide best-effort troubleshooting (e.g., reboot, firmware check, LAN test) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask relevant diagnostic questions about the TVs (e.g., connection type, error messages, other device behavior) or network setup; no logical diagnostic sequence was followed.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used internal systems to verify serial number and product status, but did not use or suggest any diagnostic tools (e.g., local router login, WAN status, speed test) despite their necessity.
T3 Met No misinformation conf 95%
Agent accurately stated the EA7500V2 reached end-of-life in 2020 and no longer receives firmware updates or technical support; directed customer to correct support website.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced herself, created a ticket, and provided a number, but did not set expectations or guide the interaction toward resolution after identifying the OOW status.
C2 Met Confirmed understanding conf 94%
Agent used simple language, confirmed customer details, and avoided technical jargon; communication was accessible despite minor name mispronunciations.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent created a ticket and acknowledged the issue, showing initial ownership, but did not attempt resolution or follow-up actions before closing the case.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timelines, or follow-up commitments were given; customer was directed to self-serve with no agent-side action planned.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was not complex or urgent enough to require Tier 2 support.
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 did not acknowledge customer frustration over the weekend outage or repeated connectivity issues; tone remained neutral and transactional.
X2 Not Met Tone & rapport conf 93%
Agent used a scripted, one-size-fits-all tone and did not adapt to customer’s emotional state or pace; no engagement or empathy demonstrated.
X3 Not Met Overall experience conf 94%
Customer was told to navigate the website alone despite being upstairs without their tablet; no effort to reduce effort or assist remotely.
Call Transcript18 turns · 20 lines
Speaker 1
I have not. cereal. [silence]
00:00
Speaker 2
"**Welcome to Linksys support. To ensure quality service, your call may be monitored. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready. [silence] For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. [silence] To hear these options again,**
00:00
Speaker 1
Yes, I'll try to make this brief. We had an internet outage here since Saturday and the
01:00
Speaker 2
Press 8. 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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, press 8. Please remain on the line for assistance. Hi, thank you for calling Linksys technical support. My name is Ellie, how can I help?
01:00
Speaker 1
internet for my. The picture has been robubed, stem work, the two TV. The do not. So they are thinking it has something to do with the router since the internet was out and reconconnected. And it's working with some of my devices, but not all. So can you help me? Except the that's right. And they're connected to the router, they're connected to the router, but I'm getting no internet connection with the two TVs, but they do tell me that they can connect. I'm sorry. The model number is EA7500V2.
02:00
Speaker 2
Okay. Um yeah, we can definitely work on that one. So, uh but just to make sure if I got it correctly. So all other devices are connected but only this, two TVs. That that is not, okay. Uh okay. Uh Mm-hmm. Uh yeah, so I was just actually trying to um you know, agree with your statement. So Um uh let me just go ahead and double check check it for you. Uh by the way, ma'am, can you give me the model number and the serial number of your Linksys router?
03:00
Speaker 1
The serial number 1-8-L two-O-S-O-C seven two, 6, 3, 5, 6. Thank you.
04:00
Speaker 2
Okay. And can you also give me- Yes, please? Okay. Okay, thanks so much. Okay. And your internet service provider, ma'am, is. Okay, so we're, Let me just go ahead and try and checking this serial number, ma'am, and see if I can pull up some information. Give me just one moment. Thank you so much as well.
04:00
Speaker 1
my name is Alma, A-L-M-A, last name Privet, P-R-I-T-T-E, correct, it's my name Alma Privett, six four six at Gmail.
05:00
Speaker 2
Okay. Ma'am, before we proceed on some other troubleshooting, can I please go ahead and create a record for this one? Can I please have your first name and your last name? Okay. Elma Prasert. Okay. And, Ms. Elma, can you also give me your active email address? Okay. Thank you so much, Ms. Elma. [silence] Okay, uh, Miss Elmer, thank you so much for, uh, giving me enough time to create a record. Um, so, uh the ticket number for this conversation will gonna be 132853. 853. And um, uh, um, by the way, Miss Elmer, I just also really wanna let you know that the router that you have, the EA7500 after creating a record, uh, and check on this router. So, the router that you have is actually one of our routers that has already reached, um, its end of life last August 10 of 2020. [silence]
05:00
Speaker 1
And what did you say the end of life cost?
08:00
Speaker 2
So, the router that you have, Ms. Alma, is no longer receiving any updates from our system. And regarding with the technical support of this router, also, Ms. Alma, it also ended last August 9 of 20, 25. So, uh, so, this router, Linksys is no longer manufacturing the same product. And this router is no longer also receiving any updates from, uh, from Linksys as well. So, uh, regarding with the, uh, trouble with your TV, Ms. Alma, um, you can try, uh, visiting the website of Linksys. So, there is an AI tool agent on the website. So, that website, Ms. Alma, is support.linksys.com.
08:00
Speaker 1
I'm not, I'm not on there yet. I won't be because I'm upstairs where my router is. My tablet is downstairs. Okay. Okay, but you're, I think what you are hinting at is that we need a new router and if we purchase a new router, probably this will be solved. Is that what I hear you saying? I believe what you're saying is that this router is no longer supported
09:00
Speaker 2
The AI tool agent is located at the lower right corner if you are already on the website.
09:00
Speaker 1
and I no longer get technical support and it's not received updates since August of 25 and so probably I need a new router. Is that what you're saying? Okay. That's really all I need to know. uh Yeah.
10:00
Speaker 2
Well, you might really want to consider getting a new router, Miss Elma, because uh the one that you have is already um one of our obsolete router. And it's no as what I've mentioned, it's no longer really receiving any updates. Yes, Miss Elma. So, uh, yeah, but you know, you can give it a shot, you know, using the AI. I guess it can actually give you uh, you know, some troubleshooting instruction that you could follow. Since like, you know, your internet is working. This E is 7,500 is like, you know, you don't have any problem with it. It's just that it may not support this camera connection, you know, you could still connect this camera through the laptop, or you could connect it to the hub and then connect the hub to the router, which is this E plus, you know, this is the modern router that we're using here in the store. And we can help you out with, you know, connection of other devices like it is no biggie for us to help you. All we're doing is pure codes.
10:00
Speaker 1
That's right. Okay. I'll use your website, you said, and I'll see what I can find out and probably we'll just go buy a new router. Okay. Yes, I got that. All right. Thank you. I appreciate your help. Have a good day.
11:00
Speaker 2
these two TVs were unable to connect after the internet outages. Uh yes, so yeah. Mm-hmm. Okay. So, uh yeah, so that, yeah sure. So that website Ms. Elma is support.links status.com. Okay, thank you so much Ms. Elma. Mm-hmm. You too, have a good one.
11:00