V2 Rubric Detail — 6aa11dac-6f45-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 20:52
Duration
6m 39s
Contact
No Name
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134524
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided troubleshooting by citing end-of-life status despite a clear, resolvable symptom (no power LED), violating the OOW best-effort standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp1.43/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent dismissed the customer's outage solely due to the router's age, failing to perform even basic troubleshooting like a power cycle or cable check. While the EA6350 is end-of-life, the lack of internet and no power light could indicate a simple fixable issue. The agent provided no empathy, no next steps, and no effort to reduce customer burden, resulting in an unresolved case with avoidable abandonment of support.

V1 Case Analysis

Customer reports EA6350v router with no power LED and no internet via Ethernet. Agent declared device EOL and unsupported without troubleshooting. No power-cycle, cable check, or WAN verification performed. Incorrectly claimed Spectrum is on Wi-Fi 7. No case created.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent declared EA6350v 'end of life' and unsupported without any troubleshooting — contradicts KB which states firmware updates are delivered over the internet and no EOL cutoff is defined for EA series.
  • Agent claimed Spectrum is on Wi-Fi 7 — factually incorrect and not supported by any KB or public ISP rollout data.
  • No basic hardware diagnostics were attempted (power-cycle, LED check, cable inspection), despite customer reporting a completely dead router.
  • No warranty status verification or case creation — violates core support protocol.
  • Customer may have a simple fixable issue (e.g., power supply, modem), but agent skipped all standard triage.
Positive Highlights
  • Polite and professional greeting.
  • Accurately captured and repeated the model number and serial number provided by the customer.
  • Listened to the customer's issue without interruption.
Agent Errors / Gaps
  • Declared EA6350v as end-of-life and unsupported without evidence — contradicts Linksys KB which does not classify EA6350v as EOL and confirms firmware updates are delivered over the internet.
  • Provided materially false technical information: claimed Spectrum is on Wi-Fi 7 — no such rollout exists as of 2024.
  • Failed to perform basic hardware troubleshooting: no power-cycle, no check of power supply, no inspection of modem or WAN connection.
  • Did not verify warranty status or eligibility for support.
  • Did not create or reference a support case number.
  • Did not offer any self-help resources or KB articles.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any troubleshooting; closed the case by recommending a new router purchase without restoring connectivity.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., power cycle, check cables, verify modem status) were performed despite a clear symptom (no LED, no internet).
R3 Not Met Correct resolution path conf 96%
Agent cited end-of-life status to avoid troubleshooting, violating OOW best-effort standard; should have guided basic checks like power cycle or cable inspection.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask relevant diagnostic questions (e.g., power source, modem status, Ethernet port lights) and jumped to conclusion based on model age.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., no remote access attempt, no guidance to check router UI); issue required at least basic physical diagnostics.
T3 Partially Met No misinformation conf 90%
Correctly identified EA6350 as end-of-life, but inaccurately claimed Spectrum uses Wi-Fi 7, which is unsupported and misleading.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent gathered model/serial but did not set expectations for troubleshooting or explain next steps; interaction lacked structure.
C2 Met Confirmed understanding conf 93%
Used plain language and responded to customer questions without technical jargon; communication was accessible.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent remained on the call but failed to take ownership of diagnosing the outage; defaulted to product replacement instead of problem-solving.
O2 Not Met Proactive follow-through conf 95%
No specific next steps given—only a vague suggestion to upgrade—without timelines, actions, or follow-up plan.
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 occurred and none was warranted based on the limited interaction.
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 94%
No acknowledgment of customer frustration or disruption; closing remarks were generic and dismissive of the immediate problem.
X2 Met Tone & rapport conf 92%
Maintained a polite tone and answered questions directly, adapting pace to customer’s responses.
X3 Not Met Overall experience conf 93%
Agent increased customer effort by offering no actionable help; did not guide through simple fixes like power cycling or cable checks.
Call Transcript14 turns · 14 lines
Speaker 1
Hi. We're having some problems with the our router. It's we've checked everything out. [silence] Hi, we're having some problems with our router. It's we've checked everything out. [silence]
00:00
Speaker 2
Welcome to LinkSys Support. To ensure quality service your call may be monitored. For in warranty products our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products paid support option may be available depending on the issue. Hi, thank you for calling LinkSys Technical Support. My name is Diley. How can I help you today?
00:00
Speaker 1
Our computer is not giving us any internet and the ethernet cable's plugged in and we've talked to the service provider. So we're just kind of going down the line to see what the problem is. Do you need the model number of our system or? Model number is ea 6350v as in Victor 4. And the serial number serial number starting with s slash n is 14y 40m as in Mary 2b as in boy b as in boy.
01:00
Speaker 2
Yes ma'am I would being needing that information uh can you provide me the model and the serial number of your linux router okay how about mmm
01:00
Speaker 1
3 9 6 2. Yes. Yeah. And it looks like where the light would be on on the router. It's not turning on. There's no light on it.
02:00
Speaker 2
okay, let me just repeat that one, ma'am. You go to lineste router with the model number EAI 6350 with uh, serial number one for Y-Fota Yankee 40 M for mic, 2B for Bravo, B for Bravo, 0 3 9 6 2. All right, okay. And uh, the main issue that you have right now is that you don't have internet connection coming from their router. Uh, okay. Uh, just to set your expectation, ma'am, uh, the router that you have right now is actually one of our legacy router. Uh, it's actually in our list of routers that we no longer support system updates.
02:00
Speaker 1
Okay.
03:00
Speaker 2
an outdated model I would say. It's actually already part of our our end of life and end of support products which means that we no longer manufacture this one and update its firmwares as well as we no longer provide any support for this specific model. So what I can suggest is you upgrade into a new router or system that could suffice your internet service provider as it might not be able to keep up with the upgrades coming from your internet service provider. Hmm... Like um your internet service provider has been upgrading. May I know who's your internet service provider by the way?
03:00
Speaker 1
If spectrum... okay. What exactly is missing from the router that we have now that the new routers have-
04:00
Speaker 2
Yeah, Spectrum has been upgrading their router, I mean their Internet connectivity since last year. Um, they are now actually on Wi-Fi 7 standard which is more advanced than the router that you have right now. And with those upgrades, it may may not be able to keep up. So, it may cause some issues or limited access to the Internet and um considering the age of this model, um you would uh, I would really recommend, you know, upgrading to a new one. Most of the most of the customers that we deal with right now are using the mesh routers. So it's not the typical router that um aesthetically looking like a
04:00
Speaker 1
[silence] Okay. Okay, so are you seeing are you seeing the tower type seem to work better than the slabs kind of ones with with that look like.
05:00
Speaker 2
So it's more of like a node or a tower type routers that uh… consists of multiple routers interconnected to each other to create a mesh system that would cover uh internet all throughout your house. And they're now using a more advanced technology which is cognitive which has um, a self optimization every time it has an issue or a uh having an issues. So it will work and um optimize uh its self manually without or automatically without um doing anything. Mhm. And um uh in our generation right now, yes, ma'am, I would say. [silence]
05:00
Speaker 1
Okay. Okay. Uh, right. I guess that work will look into that then. I'm okay. Thank you very much. Thanks you too. Bye.
06:00
Speaker 2
Because a mesh system is like the ideal router at the moment, especially for, you know, um, upgrading technologies and, um, also to be on the trend with, uh, regard to the Wi-Fi standard. All right. All right, ma'am. Okay. You're very much welcome, ma'am, and thank you so much for calling Lexus. Have a great day. Take care.
06:00