V2 Rubric Detail — 60718650-7fc6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 20:55
Duration
6m 10s
Contact
801-427-3498
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00137159
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA7300
⚠ Auto-Zero applied: B — Avoidance/Evasion

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent incorrectly declared the EA7300 unsupported and lacking firmware updates, contradicting KB documentation, and avoided troubleshooting by offering only an email. No meaningful diagnostics or escalation occurred, resulting in an unresolved issue with critical technical inaccuracy and avoidance of support duties. The interaction lacked empathy, clear guidance, and effective use of tools.

V1 Case Analysis

Customer reports no Wi-Fi signal or router access after power outage on EA7300. Agent incorrectly stated device unsupported due to Wi-Fi 5 and lack of firmware updates. No troubleshooting performed. Promised email with generic steps not confirmed delivered. Issue unresolved.

Troubleshooting Steps
  • Asked if reset button had been pressed
  • Asked for ISP information
  • Requested serial number
Key Observations
  • Agent made a materially false claim at timestamp 04:00 that the EA7300 is no longer supported due to Wi-Fi 5 and lack of firmware updates — this directly contradicts Linksys KB documentation which confirms the EA7300 receives automatic firmware updates.
  • Agent incorrectly stated that a Wi-Fi 7 modem is incompatible with a Wi-Fi 5 router — modems provide WAN connectivity; routers manage local network traffic independently of modem Wi-Fi standards per KB guidance.
  • No basic troubleshooting steps (power cycle, LED check, local login attempt) were performed despite clear symptoms and the router being locally accessible.
  • Call ended without any valid resolution path, escalation, or confirmed follow-up, leaving the customer with a non-functional network.
Positive Highlights
  • Collected customer name (Roger Piper) and email (rogerhyper.rp@gmail.com) for potential follow-up.
  • Maintained a polite and professional tone throughout the call despite incorrect technical guidance.
Agent Errors / Gaps
  • Incorrectly claimed at timestamp 04:00 that the EA7300 is no longer supported due to lack of firmware updates and Wi-Fi 5 technology — the KB confirms the EA7300 is a supported model with active firmware updates.
  • Falsely stated that a Wi-Fi 7 modem is incompatible with a Wi-Fi 5 router — this is technically inaccurate and not supported by any KB guidance.
  • Failed to perform standard initial troubleshooting: no power cycle, no verification of LED status beyond customer description, no attempt to access the router admin page (192.168.1.1 or myrouter.local).
  • Did not check or mention the router's auto-update setting or firmware version, which is a critical step for an EA7300 with connectivity issues after a power outage.
  • Did not guide the customer to verify if the router was in a failed update state or stuck reboot loop, which is a common issue after power events and documented in KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'we no longer provide technical assistance' and offers only an email with no troubleshooting path, failing to resolve or advance the issue.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asks basic questions (reset button, ISP, power off modem/router) but does not guide customer through diagnostic steps or verify LED status, relying solely on declaring the router unsupported.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly claims EA7300 is unsupported due to being 'Wi-Fi 5' and lacking firmware updates, using warranty/status as a reason to stop helping despite the product being supported per KB.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent identifies symptom (no Wi-Fi) but jumps to unsupported hardware conclusion without asking about LED behavior, recent changes, or performing logical diagnostics.
T2 Not Met Appropriate tools / resources used conf 97%
No tools (remote session, admin UI, logs) were used despite the issue requiring verification of router status, firmware, or LED states — all available and relevant.
T3 Not Met No misinformation conf 99%
Agent falsely claims EA7300 has no firmware updates and is out of support; KB confirms EA series supports automatic firmware updates and EA7300 is within support lifecycle.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent greets professionally and asks initial questions, but after declaring lack of support, the call loses direction with no clear expectations or plan set.
C2 Partially Met Confirmed understanding conf 85%
Agent uses simple language but does not confirm customer understanding, adapt to frustration (customer returned from vacation with outage), or check comprehension during critical steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent abandons case upon claiming router is unsupported, offering no troubleshooting, escalation, or ownership — transferring responsibility to an email without further commitment.
O2 Partially Met Proactive follow-through conf 88%
Agent sets a next step (sending an email) but provides no timeline, content details, or follow-up commitment beyond the email offer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be the first contact for this issue (customer mentions recent vacation and outage).
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Agent fails to escalate despite providing incorrect technical information and being unable to resolve — a warranted escalation was necessary for an unsupported-product claim contradicting KB.
E2 Not Met Escalation prep & handoff conf 96%
No escalation performed; customer was not informed of transfer, reason, or next steps — escalation execution criteria are unmet.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No acknowledgment of customer's frustration (return from vacation, power outage) or repeated effort; interaction is entirely transactional with no empathy expressed.
X2 Not Met Tone & rapport conf 95%
Agent maintains a flat, scripted tone despite customer's stress and confusion; does not adjust pace, confirm understanding, or adapt communication style.
X3 Not Met Overall experience conf 96%
Customer repeats serial number and email information; agent takes no actions to reduce effort (e.g., using model EA7300 to pull support path or avoid repetition).
Call Transcript14 turns · 14 lines
Speaker 1
[ silence ] Looks like somebody picked up and hung up. [ pause ] yeah, my [ silence ] my
00:00
Speaker 2
Welcome to Lynks this 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. [silence] Hi, thank you for calling Linksys's technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
Router, I, it's not, putting out a signal or something. I'm not, seeing it when I go to try and log in, like my internet went out a couple days ago, and I've been on vacation, and I'm trying to connect everything back up, and like I can't even see my network. No, my, my internet went out for a couple of hours cuz the power went out. And then, like, and I've been on vacation, I just got home, but I can't even see my network. I got stuff plugged into the ethernet port, and still, still nothing. And I've unplugged everything multiple times and let it sit for like two hours. And I'm still not seeing it. It's all the lights come on, everything's good, but it's like, nothing's working. And like, when I go to try and log in, my, there's nothing going on. [silence] [background music]-day old.
01:00
Speaker 2
I'm sorry, sir. You mentioned that you don't have an internet. And then your wi-fi is not working.
01:00
Speaker 1
I did not I did not yeah [silence] I have [silence] it is 19 T as in Tom, 1 0 S [silence] 0 B as in Boy, 7 0 3 3 7 4
02:00
Speaker 2
So basically sir, your Wi-Fi is not showing in available network, is that correct? Sir. Uh, can you confirm to me, sir if you hit the reset button of the router? You did not. Okay. Uh-huh. Who's your internet service providers, sir? Have you tried sir, uh turning off the, uh modem and also the router? Okay. What's the serial number of your router, sir?
02:00
Speaker 1
No. As? S as in Sam, not F.
03:00
Speaker 2
Let me confirm again, sir, did I get your serial number? 19010F, dot Oh, wow, dot 0 f. Bravo. Okay. Wow. All right. So, the router that you have there,this router's model number is EA7300. Now,
03:00
Speaker 1
Well. Wait, can you explain that again? if I'm disconnect from my network, it won't work anymore? It. Okay. All right.
04:00
Speaker 2
Yes, sir. Uh, troubleshooting from us might not work anymore because your router is only Wi-Fi 5 technology, however, even modem that you have is already Wi-Fi 7. So, that's why we no longer provide technical assistance for this kind of router because we don't have also updated firmware for your router. So what we can only provide the user is.. [silence]
04:00
Speaker 1
Roger Piper
05:00
Speaker 2
Is I can send you an email on how you can try to possibly troubleshoot the device, but then again, it's not a guarantee that it will work. Would you like me to send an email for you? [silence] Okay. Can you confirm to me, sir, your email address? [silence] Let me confirm again, sir. rogerhyper.rp@gmail.com. [silence] Uh can you confirm to me also, sir, your first name and last name? [silence] Sir, your last name is Piper, right? [silence] All right, perfect. [silence] Okay, um yeah. After our call, sir, give me just two minutes and you'll be able [silence]
05:00
Speaker 1
Okay, thank you. You too, bye.
06:00
Speaker 2
to receive it in your email, okay? You're welcome, sir. Have a nice day. Bye bye for now.
06:00