V2 Rubric Detail — 5dc8056a-7b0b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 20:26
Duration
13m 5s
Contact
Brenda Archer
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136430
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support EA7200
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any meaningful troubleshooting and provided only a generic out-of-support response.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

Agent declared EA7200 router out of warranty and unsupported without performing diagnostic steps, tool usage, or accurate technical guidance. No resolution achieved, ownership limited to sending generic email, and interaction lacked empathy and effort reduction, resulting in unresolved outcome.

V1 Case Analysis

Customer unable to connect new EA7200 router. Agent misidentified device as firewall, declared it out of warranty without verification, skipped troubleshooting, and offered only a generic setup email with recommendation to replace with MX6200.

Troubleshooting Steps
  • Collected customer name, email, and address
  • Identified model as EA7200
  • Provided warranty status (out of warranty) based on agent knowledge
Key Observations
  • Agent mischaracterized the EA7200 as a 'firewall' rather than a router, indicating a fundamental product knowledge gap.
  • Agent incorrectly stated the EA7200 is out of warranty and no longer supported — this model is part of the supported EA series and receives firmware updates.
  • No basic troubleshooting steps were performed despite the issue being a new setup failure.
  • Agent recommended replacement without attempting diagnosis, which is inappropriate for a potentially functional device.
Positive Highlights
  • Collected customer's name, email, and address [04:00–05:00].
  • Confirmed the product model number and serial number [06:00].
  • Offered to send a setup guide via email as a self-help resource [11:00–12:00].
  • Provided a clear recommendation to consider a newer MX series router if replacement is desired.
Agent Errors / Gaps
  • Misidentified the EA7200 as a 'network firewall' [07:00] — it is a consumer Wi-Fi router, not a firewall appliance.
  • Incorrectly claimed the EA7200 is out of warranty and no longer supported — per KB, EA series routers are still supported and receive firmware updates (see universal_firmware_update.md and ea_series_router_setup.md).
  • Failed to perform any basic setup troubleshooting (e.g., power cycle, cable check, LAN connection test, access to http://192.168.1.1) for a new router that won't connect.
  • Did not verify warranty status through official channels or offer a warranty lookup.
  • Provided only a generic self-help email without tailoring advice to the EA7200 or confirming the issue was resolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared router out of warranty and unsupported, offered only email guide without fixing connectivity issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (power-cycle, cable check, LED status, admin UI) before concluding router unsupported.
R3 Not Met Correct resolution path conf 96%
Agent immediately declared product unsupported instead of attempting best-effort troubleshooting for out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified symptom ('cannot connect') but asked no diagnostic questions about cables, LEDs, WAN status, or device setup.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, router admin page, speed test) used despite being appropriate for diagnosing connectivity issue.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated EA7200 is no longer supported and out of warranty; KB does not list EA7200 as EOL and EA series is covered by setup guidance.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept call moving but did not set clear expectations or guide customer through troubleshooting flow.
C2 Partially Met Confirmed understanding conf 87%
Agent used mostly understandable language but introduced confusion (e.g., 'Linus router', garbled serial) and did not verify understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent offered to email guide and suggested replacement but did not take ownership of resolving connectivity issue.
O2 Partially Met Proactive follow-through conf 85%
Agent said email would be sent and mentioned replacement models but gave no concrete timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on agent's assessment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent gave scripted, impersonal response with no acknowledgment of customer frustration.
X2 Not Met Tone & rapport conf 93%
Agent's tone remained flat and did not adapt to customer's repeated requests for help.
X3 Not Met Overall experience conf 95%
Customer had to repeat information and was given generic email instead of direct solution, creating unnecessary effort.
Call Transcript21 turns · 22 lines
Speaker 2
[silence] 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
[silence] Hi, I got a new Linksys router and I've gone through all the instructions to hook it up [beggarly] but it's not working. My equipment cannot connect to it. Can you help me? Yes, um [silence] it is.
03:00
Speaker 2
Thank you for calling Microsoft. This is Ish. How can I help you? [silence] Sure. Can you provide me first the serial number of your networking router?
03:00
Speaker 1
[silence] Correct. Yes, that's correct. [silence] Yes. Brenda [silence] Archer A-R-C-H-E-R.
04:00
Speaker 2
All right, let me repeat again: serial number is 32X for X-ray 20M for Mike, 28V for voice, 02903, is that correct? And you said this is your new Linus router? All right, I'll create first a record for you, ma'am. May I know your name?
04:00
Speaker 1
Yes. Address is 6701 Company Mail Road. Go ahead. Email, I'm sorry. It's brenda archer 42 at yahoo.com. Right. Spectrum. Yes, the only one that's, well, the other
05:00
Speaker 2
Brenda Archer. How about your email address? Email address. Email address. Brenda Archer42@yahoo.com. All right. Thank you, Brenda. Who's your internet service provider? All right. This is the only Linksys router you have, Brenda.
05:00
Speaker 1
And quit working. The model of the new one I'm trying to look for the model number here. Okay, yeah, EA 7200.
06:00
Speaker 2
Because I have to inform you, Brenda, that your link. This water corresponds to model EA 7200. Am I correct? That's Yes, EA. The one you provided the serial number and it corresponds to a model EA 7200. [silence] All right, I have to.
06:00
Speaker 1
Yes. I just got it today.
07:00
Speaker 2
Am I right? Brenda, that your window firewall EA7200 is a very old network firewall. It uses Wi-Fi 5 technology, right? But I have to inform you that the router you bought is an old router. It uses an older technology, still using the Wi-Fi 5 technology. Uh now we have the latest Wi-Fi technology, which is Wi-Fi 6E and Wi-Fi 7. And I have to inform you that this router is already out of warranty. You may have bought a refurbished unit. Do you still have a proof of purchase or receipt to validate the
07:00
Speaker 1
I ordered it from Walmart. I still have the box and packing materials.
08:00
Speaker 2
So, as I've mentioned Brenda, this router is very old. It's no longer manufactured and sales by Linksys because we no longer produce this kind of router as it's using an older Wi-Fi technology and it also has reached or ended its life cycle phase, meaning we no longer provide technical support with this type of router. But what I can provide you is an email guidelines for how to setup a router or configure its settings. It's a self-service email with troubleshooting steps that deals
08:00
Speaker 1
Okay. And, and I have the directions, and it didn't work. So, I think I'm going to take it back to Walmart and let them know that it is. So, what is the? Okay.
09:00
Speaker 2
[silence] with common connectivity issues with end of support routers. That's the only thing I can provide you because walking you through the steps. Ultimately, their technical support is not longer supported by the products, is already ended its life cycle phase. [silence] Yes, it's better. It's better to replace it. Replace it with a newer one, because the one you had is a very old router. It's still using an older technology. I think that was refurbished. So it's better to get a new one, replace that if it's still eligible for returns or replacement. Since you just got it, I think it's still [silence]
09:00
Speaker 1
Okay. And what was it? Tell me. What starts with MX? Okay.
10:00
Speaker 2
You're eligible for a return or replacement, replace it with a newer Linksys router, our newer Linksys router usually starts, yes, this usually starts with letters MX series, yes, MX 1,000, MX 55, so long as it starts with MX, uh that's uh the latest, uh Linksys router we have. If you could get, uh, copy or if you could get a hold of the MX 6,200, that's much better because that's the newest Linksys router we have that uses the latest Wi-Fi technology, which is Wi-Fi 6E. And you can, uh, set it up just using the Linksys application software on your phone. So it's
10:00
Speaker 1
Okay. No One. Okay. Do you know how much the MX 6200 costs? Okay. Okay. Okay. Okay. I will look. Thank you.
11:00
Speaker 2
Just want to ask and you can set up your linksys router. Unlike this EASy series that you got, it still need to be set up using the web browser interface or the setup wizard. Other uh, I'm not trained for sales support and we, Linksys, no longer have sales support but usually you can check it on online store like Amazon or Best Buy. Uh, they're all the set Linksys products there and it will provide you some prices. Okay. But yeah, but I will still send you a Brenda the home networking setup guide, maybe it can help.
11:00
Speaker 1
Okay. Okay. Okay. Thank you so much. Okay. Thank you. You have a great afternoon.
12:00
Speaker 2
Maybe the guidelines you have is a brief one, so it might not be able to help you set up your router. I can send you, I will still send you the ends, end of support home networking setup, right? Because it has all the details on how to troubleshoot common connectivity issues with linksys routers and specially setting up the router. Okay? All right. You're welcome. Thank you for calling linksys. Brenda. Once again, this is connects. And I hope I did help you through the message that your router is already out of warranty. Best to upgrade it. But if you still want to use it, just follow the email guidelines that I'll be sending to you. Okay? Thank you. You too. You're welcome. Bye.
12:00