V2 Rubric Detail — 610daac0-7b03-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:29
Duration
11m 1s
Contact
Tania Zal
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00136421
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA7430

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

Agent failed to perform any troubleshooting, provided materially inaccurate technical advice (Wi-Fi 7 modem conflict), and dismissed the out-of-warranty router as unsupported without best-effort attempts or clear next steps. No resolution was achieved, ownership was not demonstrated, and customer experience was poor due to lack of empathy and repeated effort required.

V1 Case Analysis

Customer reports EA7430 router shows internet but devices cannot access the internet after moving house. No troubleshooting performed. Agent incorrectly stated router is unsupported and claimed Wi-Fi 7 modem conflicts with Wi-Fi 5 router. No valid resolution provided.

Troubleshooting Steps
  • Collected router serial number
  • Collected router model number
  • Collected customer name and email
Key Observations
  • Agent performed zero technical troubleshooting despite customer having a clear symptom (router shows internet, devices do not).
  • Provided factually incorrect technical claim: Wi-Fi 7 modems do not inherently conflict with Wi-Fi 5 routers; modems provide internet via Ethernet, not Wi-Fi, so Wi-Fi standard mismatch is irrelevant.
  • Incorrectly stated EA7430 is unsupported; KB does not list EA7430 as end-of-life, and EA series routers still receive firmware updates (see universal_firmware_update.md).
  • Failed to verify WAN connection, LED status, or attempt local login to router — all basic steps for internet connectivity issues.
  • Misheard and repeated customer's email as 'tania Anzal@ymail.com' instead of 'tanya zelle@gmail.com', indicating poor listening/confirmation.
Positive Highlights
  • Collected and recorded the router's serial number and model number accurately [06:00–07:00].
  • Collected customer name and attempted to confirm email address [08:00].
  • Acknowledged the change in case management system and created a record [08:00].
Agent Errors / Gaps
  • Did not perform any basic troubleshooting (power-cycle, LED check, local login) for an internet connectivity issue [06:00–10:00].
  • Provided materially false technical information: claimed Wi-Fi 7 modem conflicts with Wi-Fi 5 router — no such incompatibility exists; modem and router communicate via Ethernet, not Wi-Fi [10:00].
  • Incorrectly stated EA7430 is unsupported; KB shows EA series routers still receive firmware updates and are not end-of-life [10:00].
  • Failed to verify physical connections, modem status, or router LED behavior — all standard for WAN issues.
  • Miscommunicated customer's email address, risking failed follow-up [08:00].
  • Did not attempt to access router locally via http://192.168.1.1 or http://myrouter.local to check WAN status [KB: universal_web_browser_setup.md].
  • Did not suggest checking ISP-provided modem settings or bridge mode, which is common after relocation [KB: universal_speed_below_plan.md].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded router is old and unsupported, advised buying new device without resolving issue or attempting troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (no reboot, LED check, admin login, factory reset, or configuration verification) despite clear symptom: router indicates internet but not sending it.
R3 Not Met Correct resolution path conf 96%
Agent dismissed OOW product with 'unsupported' and KB email only, without best-effort troubleshooting (e.g., factory reset, manual setup, WAN/LED check) or explaining limits.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about WAN/LED status, connection method, or device lights; assumed failure due to age without validating symptoms.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (remote session, admin UI, logs, modem/WAN test) despite local access being feasible to verify configuration or status.
T3 Not Met No misinformation conf 98%
Agent claimed 'modems already are Wi-Fi 7' conflicting with Wi-Fi 5 router — technically inaccurate as modems do not use Wi-Fi; contradicts KB on backward compatibility.
Communication
C1 Not Met Clear & professional language conf 94%
Call fragmented with long silences, no clear opening/agenda, agent lost control; customer repeated info and had to guide conversation.
C2 Not Met Confirmed understanding conf 93%
Agent misstated customer's name/email, used vague technical claims, did not adapt explanations to customer's level or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent created record but abdicated ownership by declaring product unsupported and offering only KB email without effort to troubleshoot or follow through.
O2 Not Met Proactive follow-through conf 94%
No specific next steps, timeline, or follow-up commitment given; only vague promise to email KB with no confirmation or proactive communication.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted; agent chose to close case based on product age without troubleshooting attempt.
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 93%
Agent offered brief apology but closed dismissively ('probably have to just buy another one'), showing no sincere empathy for frustration or effort.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone/pace to customer's confusion; continued scripted statements despite visible uncertainty and repeated questions.
X3 Not Met Overall experience conf 94%
Customer repeated serial/model number and issue description; agent made no effort to use on-file info or reduce redundant steps.
Call Transcript13 turns · 13 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]
00:00
Speaker 1
This message has been transcribed. One moment while I notify the caller. Hello. Uh, I am trying to get my, uh, internet set up and I'm having some issues with my router. It was working fine before. Um, no network outages. I just moved to a new house and I just had my Wi-Fi provider was here, um, confirming that the modem is powered on. It's got internet working.
05:00
Speaker 2
for today? [silence] Hi, thank [silence] [silence] I do apologize, ma'am, you [silence] [silence] Let me just confirm. Since you mentioned you wanted to set up your router, is this the first time you're going to set it up or it was working fine before? [silence] Okay, Manuel, by [silence] what happened? Did you have [silence] Did you experience network outages, power outages or just the [silence] links router did not work? [silence] Oh [silence] [silence] [silence] [silence] [silence]
05:00
Speaker 1
I'm all set up. But, um, the router, uh, it seems to indicate that it is getting internet. Um, but it's not, and I can connect to it on my phone, but it, it's not sending the internet. My phone number? Um, oh, the serial number? Hmm. Okay. Um, is that on the bottom of it somewhere? Is it, oh, serial number. Okay. Yeah, okay. Serial number is 35L10M27A04760.
06:00
Speaker 2
[silence] [silence] Um [silence] [silence] No internet, okay. Can you confirm to me what m what's the serial number for this network device, please? Oh, serial number of the router. Ah, yeah, there's a sticker there.
06:00
Speaker 1
The model number is EA7430. That I'm not sure about, I mean, maybe when I originally set it up I would have called y'all, but that was probably a year ago or something.
07:00
Speaker 2
Let me check here. Who's your Internet service provider by the way? Okay. What's the model number for this device, ma'am? All right. Okay. And is this the first time you cold linked this? Okay. All right. If that's the case, we're going to create a new record for you in this system
07:00
Speaker 1
Okay. Okay. My first name is Tanya. My last name is Zelle, Z like zebra, A-L. My email address is my name, Tanya, T-A-N-Y-A, N like Nicole, last name, Z like zebra, A-L at gmail.com. Yes, that's correct. Yep. Yep. Yep. Okay. Um probably the last
08:00
Speaker 2
ways we changed recently our case management tool. May I have first name? May I have your name, And last name? Okay, C A f 430. And how about your email address? Let me confirm that's tania, t Anzal@ymail.com. That's Tania and Asal, correct? Okay, hold on, let me just create a record for you in the system. For how long have you been using this kind of router, ma'am?
08:00
Speaker 1
Hmm. Hmm. Okay. Well, uh, yeah, I feel like I've tried all the things, so it sounds like,
09:00
Speaker 2
Mhm like just a year or two e-a-7474 all right so ma'am i was able to create a record for you in the system however based on your records here the product i believe you have is no longer being supported from linksys because this is our first generation router um if by chance that you still wanted to ask for assistance for that i can only send you an email so that you could try to check through that email what uh what um knowledge base you can check so that you can reconfigure again your device okay R
09:00
Speaker 1
maybe what you're telling me is that it is old and doesn't work anymore. Hm. even if this is the same modem that I've been using with this same router for the last couple years. Uh, I see. Okay. Okay. Well, I appreciate that info. That sort of indicates to me that rather than spend a lot of time trying to get this to work, I probably have to just buy another one. Um, okay. Okay. Thanks. Bye-bye. [silence]
10:00
Speaker 2
uh just to inform you as a technician myself this kind of router it does not have any more updated firmware but modems already are Wi-Fi 7 but the router you have is only Wi-Fi 5 that's why there might be a conflict with that already yes ma'am as long as it's already just Wi-Fi 7 it might work before but once that it is unconfigured or reset it then it won't be able to go through again all right ma'am all right thank you so much for your time all right have a nice day
10:00