V2 Rubric Detail — 5ada34e4-7bde-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 21:37
Duration
9m 45s
Contact
416-526-1588
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall31.6% (-6.4)

V2 Grader Summary

The agent correctly identified the EA7500 as legacy (T3 Met) but failed to provide any troubleshooting, resolution, or ownership (R1-R3, O1 Not Met). Technical accuracy was partially compromised by ignoring customer-reported symptoms (T1, T2 Not Met). Communication and customer experience were partially effective but lacked empathy and effort reduction. Escalation was appropriate given the device’s end-of-life status. The call ended unresolved with no meaningful next steps.

V1 Case Analysis

Customer reports no internet on EA7500 connected to Bell modem, with NAT issues on gaming consoles after switching from DHCP to PPPoE. Agent confirmed model/serial, stated device is legacy with support ended August 2025, and recommended upgrading to MX6200 or LN1400. No troubleshooting performed.

Troubleshooting Steps
  • Verified serial number and model
Key Observations
  • Agent did not perform any basic troubleshooting (reboot, cable verification, WAN status check, PPPoE validation).
  • Agent incorrectly stated support ended August 2025 — no such date exists in KB for EA7500; this is speculative and misleading.
  • No firmware update check was performed — EA7500 may still receive updates or have auto-update disabled (per universal_firmware_update.md).
  • No case/ticket was created or referenced.
  • Agent failed to acknowledge or validate the customer's troubleshooting efforts (PPPoE change).
Positive Highlights
  • Correctly identified the router model (EA7500) and captured the serial number.
  • Provided specific newer product recommendations (MX6200, LN1400) for upgrade path.
Agent Errors / Gaps
  • Failed to run standard connectivity diagnostics (power cycle, cable verification, WAN status check).
  • Did not verify or correct the PPPoE configuration despite customer stating they changed it.
  • Did not check if auto-update was enabled or manually verify firmware version on EA7500 (per universal_firmware_update.md).
  • Provided an incorrect and unverified EOL date (August 2025) — no such date exists in KB for EA7500; this misrepresents support policy.
  • Did not confirm warranty status or eligibility for support.
  • Did not create or reference a HappyFox case number.
  • Provided only a product replacement recommendation without attempting to resolve the current issue.
  • Lacked empathy and did not acknowledge the customer's frustration or prior troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'I cannot walk you through or help you right now via phone... it’s already a hardware issue' with no resolution path offered — issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted (e.g., reboot, cable check, WAN test); agent jumped directly to declaring the device obsolete without diagnostic effort.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the out-of-warranty EA7500 without attempting best-effort troubleshooting (e.g., factory reset, PPPoE setup), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent only asked for serial number and model; ignored customer’s description of PPPoE/DHCP issues and NAT problems, failing to identify root cause or ask targeted questions.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (firmware check, remote session, WAN test) were used despite having the serial number and customer describing a configuration-based failure.
T3 Met No misinformation conf 93%
Agent correctly identified the EA7500 as a legacy device with support ended in August 2025 and no new firmware, consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent acknowledged the customer but failed to set clear expectations or agenda; abruptly transitioned to a sales pitch without managing call flow or controlling transitions.
C2 Partially Met Confirmed understanding conf 91%
Used generally understandable language but repeated confusion over serial number and did not confirm customer’s technical level before shifting to product recommendations.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by stating 'I cannot walk you through or help you right now via phone' and deferred resolution to an email without taking responsibility for the issue.
O2 Partially Met Proactive follow-through conf 90%
Promised to send an email with instructions but provided no timeline, confirmation of delivery, or clear next steps beyond suggesting new router models.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff context was required.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Decision not to escalate was appropriate — the EA7500 is end-of-life per KB, and no L2/L3 escalation path exists for unsupported hardware.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed on this touch, and none was warranted given the device’s EOL status.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained polite but offered no empathy for the customer’s frustration over repeated issues; response was transactional rather than acknowledging effort or sentiment.
X2 Partially Met Tone & rapport conf 90%
Maintained basic engagement during the issue description but pivoted abruptly to unsolicited product recommendations without adapting to the customer’s expressed need to fix the current setup.
X3 Not Met Overall experience conf 95%
Customer repeated the serial number multiple times, received no actionable troubleshooting, and was directed to consider purchasing a new router — creating unnecessary effort and burden.
Call Transcript17 turns · 18 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. [silence] Thank you for calling me I guess. This is me. How can I help you?
00:00
Speaker 1
[silence] right hello? Uh yes, I can hear you. Sorry, what was your name? Okay, May, how are you? So, um, I have a problem with one of my uh, Linksy's router? And um, like basically I'm I'm trying to connect it uh, well first of all, it's connected to my Bell modem. And my Bell modem is working, but my Linksy's router, uh, is not giving off internet even though it's connected to it. I don't know how to fix it. Okay, let me uh, let me look for it.
02:00
Speaker 2
Yes, you can hear me. May, like the month of May. I'm good. Thank you for asking. Hope you do. Okay. What's- I I see. What's the Einzel electronic device you're calling about? Can I have the serial number? Let's own the sticker on your knees. [silence]
02:00
Speaker 1
You know what it starts with? Oh, right, I found it. It's 18L. 2, 0. S-04. 8-0. 1-8-8-6. The whole thing? So, S as in Sam and then 04801886.
03:00
Speaker 2
It varies. Mm hmm. Mm hmm. Ah, one eight L for Lima two zero. What was it again? Yeah. A one eight Lima two zero. What comes after that? Mm hmm. Okay. it's one eight Lima two zero, Sam zero four eight.
03:00
Speaker 1
Yes. I think the, the model is EA 7500. I think so. [silence]
04:00
Speaker 2
018 886 [silence] okay, thank you. [silence] let me just check it here. Oh, okay. [silence] Yeah, indeed, that's what I can see here based on the serial number you provided. [silence] Unfortunately, requiring this router you're calling for, this is part of our legacy device, which we don't manufacture anymore, and when it comes to tech support, it's already ended way back 2025, um, around August. So, unfortunately, I cannot walk you through or help you right now via phone, but I can send email instead. that email contains instruction on how you can fix your internet. [silence] All right? Uh, just in case if it's still offline, then that only means it has uh, it's already a hardware issue of the router.
04:00
Speaker 1
I'm actually uh not using it for Wi-Fi I'm using it for gaming I'm like it's it's uh connected through an Ethernet cable I I actually never used the Wi-Fi on the on the router yeah uh well we had a problem with it uh two weeks ago, then we fixed it, and now we're trying to uh fix it again, because on our Xbox and PlayStation, the NAT type is
05:00
Speaker 2
upgrade your router then it means the device is no longer good in today's technology. It's still, you can still use that one though, it's just that when it comes to the Wi-fi standard, it's not up to date anymore. Uh huh. I see. Okay. You're just being hardwired. And you're calling because right now it's no longer online.
05:00
Speaker 1
I'd the moderate and we used to have it on open before. And then we figured out like we would we would need to change the settings on the. Router from DHCP to PPPoE. So it allows like the the ports to Xbox and Playstation are. It's basically a setting so that way like the ports can operate and open depending on what what uh what's being used at the time. But now like if we've switched so much settings, uh there's even like no internet uh coming out of that router anymore. So I don't know what we did. I see.
06:00
Speaker 2
Yeah. Yeah. Yeah. Yeah. I see it shows here this device is being used in here in 2018 based on the record only. So probably it already reached its limit, is the reason why it's no longer working now. And we don't have a new firmware for that router anymore, as it's already obsolete.
06:00
Speaker 1
I see. Okay. Do you have any... do you have any models? I don't know that you recommend?
07:00
Speaker 2
So since you're one of gaming, actually there's newer routers right now, which is really good when it comes to streaming, playing. So you might consider upgrading your router, all right. Um, yeah, any of the Wi-Fi six E or Wi-Fi seven router, we have MX6 200, MX6 200, that's a ready Wi-Fi six E mesh router, which is tri band and can um cater up to 5 gigabit speed. So yeah, that's good for streaming, gaming, and uh good for like um handling multiple devices at the same time. Yeah. [silence]
07:00
Speaker 1
Do you got the pen? an e get on please so I can write them down so LN 100 oh 400 okay
08:00
Speaker 2
and MX 6200 and we also have the LN 1400 which is already a wi-fi 7. So between the two ln 1400 is the latest. But the MX 6200 that's also one of our latest router but when it comes to wireless standard the ln 1400 is the latest. Um yeah sure lima nancy 1400. That's the wi-fi 7. While the ah it's L for lima and for Nancy number 1400. That's the wi-fi 7.
08:00
Speaker 1
And the other model, you said. And you said which one was better? Are they both about the same. Okay. All right, um, I appreciate your help. Have a good day. Bye.
09:00
Speaker 2
the mx 6200 Wi-Fi six and the ln1400. They're both better routers, but when it comes to the latest wireless standard, it's the ln1400. Thank you so much for calling. All right, then, bye for now. You too. Bye. Bye.
09:00