V2 Rubric Detail — 636ce654-8095-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 21:37
Duration
7m 45s
Contact
440-623-3865
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137356
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection
⚠ Auto-Zero applied: Avoidance/Evasion

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent violated OOW best-effort standards by skipping all L1 troubleshooting (no LED checks, power cycles, or connection verification) and immediately defaulting to self-help based solely on warranty status. Critical technical inaccuracies (malformed support URL) and failure to reduce customer effort (repeating email, no on-call guidance) compounded unresolved outcome. Auto-zero applied for Avoidance/Evasion per rubric.

V1 Case Analysis

Customer reported no Wi-Fi after Spectrum reset on EA8100V2. Agent incorrectly stated router was out of warranty, provided wrong support URL, and sent instructions to wrong email. No troubleshooting performed; issue unresolved.

Troubleshooting Steps
  • Collected model number and serial number.
  • Incorrectly stated router was out of warranty and end-of-life without verification.
  • Provided incorrect support URL (support.links.links.com).
  • Sent email with reset/reconfigure guides to incorrect email address.
Key Observations
  • Agent asserted out-of-warranty status without verification or lookup.
  • Provided invalid support URL 'support.links.links.com' — contradicts KB guidance.
  • Repeatedly stated and confirmed sending email to incorrect customer email address 'karlieoarrado12@gmail.com'.
  • No troubleshooting performed for Wi-Fi outage (e.g., power cycle, admin login, modem check).
  • EA8100V2 is a supported model under the EA Series KB card; agent's claim of end-of-life is incorrect.
Positive Highlights
  • Collected model number and serial number early in the call.
  • Maintained polite tone throughout the interaction.
Agent Errors / Gaps
  • Asserted out-of-warranty and end-of-life status without verification or KB support.
  • Provided incorrect support URL (support.links.links.com) — not listed in KB.
  • Spoke and sent email to incorrect customer email address (karlieoarrado12@gmail.com).
  • Failed to perform basic Wi-Fi outage troubleshooting (e.g., power cycle, admin access, modem check).
  • Incorrectly informed customer that no further support is available due to warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent sent generic reset instructions via email but did not confirm Wi-Fi restoration or verify resolution with customer; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 99%
No diagnostic steps performed — agent skipped power cycle, LED status check, physical connection verification, and router login attempt; jumped directly to warranty status and self-help.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified EA8100V2 as out-of-warranty/EOL and offered self-help, but failed to attempt best-effort troubleshooting (e.g., factory reset guidance on call) before defaulting to KB resources.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not ask probing questions about router symptoms, LED status, connection type, or perform any diagnostic questioning — jumped directly to warranty status and self-help.
T2 Not Met Appropriate tools / resources used conf 97%
No tools used: agent did not attempt remote access, check admin UI, verify WAN connection, or guide customer through login; relied solely on verbal description and warranty status.
T3 Not Met No misinformation conf 100%
Provided malformed support URL (support.links.links.com) contradicting authoritative KB (support.linksys.com), constituting materially incorrect technical guidance.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent introduced themselves and structured next steps (sending email), but failed to set clear expectations, manage diagnostic flow transitions, or maintain control under customer's frustration.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but did not adapt terminology to customer's evident frustration, verify understanding after instructions, or adjust communication style for urgency.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent remained on call and avoided transfer, but ownership ended with offloading resolution to self-help (email instructions) without resolving the issue or confirming next steps.
O2 Partially Met Proactive follow-through conf 86%
Provided next steps (check email, follow links) but gave no realistic timeline, follow-up commitment, or confirmation plan; left customer fully self-reliant without callback promise.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; agent confirmed this was a first contact with no existing tickets or notes to review.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope but unresolved due to agent failure, not complexity beyond L1 capabilities.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation executed on this touch, and no escalation details were provided or required.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed politeness and thanked customer, but did not specifically acknowledge repeated effort with Spectrum, validate frustration, or demonstrate sincere empathy beyond scripted phrases.
X2 Partially Met Tone & rapport conf 82%
Maintained neutral tone but failed to adapt pace/style to customer's urgency; no active engagement, emotional mirroring, or comprehension checks during instruction delivery.
X3 Not Met Overall experience conf 96%
Customer repeated email address multiple times due to mispronunciation/typos; agent required full external action (email retrieval, link navigation) without on-call effort reduction (e.g., reading instructions verbatim, verifying connectivity steps live).
Call Transcript12 turns · 14 lines
Speaker 1
Hello. So, my internet went out. I was on the phone with Spectrum earlier today and they did a reset. I'm connected on their end, or according to them, but I still have no Wi-Fi and they gave me the the support number.
00:00
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 and thank you for calling LinkSys this is Epi how can I help you yes sir okay so you're unable to go online wirelessly um can I
00:00
Speaker 1
Yeah. Um model number is. Yeah, I took a picture of it. It is EA8100V2. And, uh, serial number is 28N20M12C02586. It's what
01:00
Speaker 2
[silence] Okay. So uh yes, I just, I tried to search for your record using the phone number. It's it's Duann Carr, right? Uh is this under Duann Carr?
01:00
Speaker 1
Michael. Again the last name is. Last name is C O R R A O. It is four four zero six two three two eight six five. It is M Corio twelve just first and last initial last name twelve at gmail.com.
02:00
Speaker 2
Oh, no, okay. I'm sorry. Let me just query to your records. Sir, can I have your name? Michael A. D. H. B. I. C. P. A. L. G. E. N. D. E. Z. Can I have your phone number, sir? And what about your email address? Okay, so that's again M like Mary, C-O-R-R-A-O-12@gmail.com. Yeah, so right now, sir, it seems that your line is Since the router is not communicating with your spectrum box, that's the reason why you don't have wireless connection. [silence] And I'd like to inform you that your EA8100 router is already out of warranty. That's why. Um, it's even one of our end of life routers, [silence] right? The tactical support for this device ended June of 2026. So what we can offer, Sir Michael, is our website support.links.links.com. You will find their articles on how to set up your LinkSys dual band router. [silence] Okay? [silence] And if you want, we can also send you an email. It's actually a home networking guide. [silence] Uh, it will give you instructions on how to do, [silence] I mean, how to set up or reconfigure the LinkSys router manually. Okay? It will give you step by step instructions. [silence] So I do have your email, so I can
02:00
Speaker 1
okay.
04:00
Speaker 2
actually send you the instructions? Yes sir, that's right. Okay, so just give me a just give me around three to four minutes, okay? Let me just uh craft an email. [silence] All right, sir, I just sent you the email, okay, you may actually uh check it uh in your inbox and uh check if you're able to receive it. I also um included our support site there.
04:00
Speaker 1
Now, one moment. Yes, there it is. And then if I just click on those links, I'll be able to figure out how to get it working again.
06:00
Speaker 2
And your email again is (karlieoarrado 12@gmail.com])
06:00
Speaker 1
Okay. On the first or second link? Okay. Okay. That helps. Thank you so much. Thank you. Bye.
07:00
Speaker 2
yes sir just follow the instruction you may try the first one k because that's uh how you reset the router to factory default so you um yeah there's a need for you to reset first the router to factory defaults and the second one is for you to reconfigure it okay thank you so much for your time then this is epi from linksys thank you for calling have a great day sir michael bye for now
07:00