V2 Rubric Detail — 6aee621c-817c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 01:11
Duration
5m 18s
Contact
712-579-4020
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00137573
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall27.1% (+1.1)

V2 Grader Summary

The agent incorrectly declared the EA6350V router 'end of support' and provided no troubleshooting, violating OOW best-effort standards and technical accuracy. Despite setting a next-step email, the customer was left to self-resolve via a KB article after no diagnostic tools or logical processes were used, resulting in an unresolved issue. The call lacked ownership, empathy, and meaningful progress toward resolution.

V1 Case Analysis

Customer reports no internet on EA6350V after moving address. Agent incorrectly stated device is end-of-support and sent a generic KB article without troubleshooting. Issue remains unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly stated at [03:00] that the EA6350V is end-of-support without verification or KB reference.
  • No standard no-internet troubleshooting (power-cycle, WAN status check, LED verification, ISP confirmation) was performed.
  • Resolution consisted solely of emailing a generic KB article without confirming any corrective action or providing actionable next steps.
Positive Highlights
  • Collected customer's phone number and email address in a polite and structured manner.
Agent Errors / Gaps
  • Incorrectly claimed EA6350V is end-of-support — contradicts Linksys support policy; EA series devices are not EOS unless explicitly listed.
  • Failed to follow standard no-internet troubleshooting protocol: did not check modem, power-cycle, WAN connection, or router LEDs.
  • Did not verify customer's ISP or whether internet service was active at the new location.
  • Provided no meaningful resolution path beyond a generic KB article, resulting in no progress on the customer's issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declares router is 'end of support' and ends call with only a KB article, providing no resolution or confirmation of issue resolution.
R2 Not Met Diagnostic thoroughness conf 94%
Agent asks only for ISP and model details, then immediately declares end-of-support without performing any troubleshooting steps (power cycle, WAN check, LED verification, etc.).
R3 Not Met Correct resolution path conf 93%
Agent incorrectly states EA6350V is 'end of support' and provides no best-effort out-of-warranty troubleshooting (setup, firmware, factory reset attempts), violating OOW standard which requires troubleshooting even on older models.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent identifies 'no internet' symptom but asks no targeted diagnostic questions (e.g., LED status, modem behavior, prior working state) and fails to pursue root cause.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (remote session, admin UI, logs, or guided customer checks); agent could have directed customer to check WAN status at http://192.168.1.1 but did not.
T3 Not Met No misinformation conf 95%
Agent claims EA6350V is 'end of support' with no firmware fixes; this is factually incorrect per KB documentation which confirms EA series receives firmware updates via Linksys Smart WiFi interface.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent opens call professionally and collects information, but loses control by ending abruptly after KB promise without confirming understanding, managing closure, or setting clear expectations beyond email delivery.
C2 Partially Met Confirmed understanding conf 85%
Agent uses basic language but does not adapt explanations to customer's evident confusion (customer responds with 'okay, uh, okay, I, I, I...') or verify comprehension; no simplification or confirmation checks are evident.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaims responsibility ('no more technical support') and outsources resolution entirely to a KB article without taking ownership of the case or attempting to resolve the issue.
O2 Met Proactive follow-through conf 92%
Agent clearly states customer will receive an email 'right after this call,' providing a specific next step and realistic timeline.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history or handoff context is referenced or required.
Escalation Judgment
E1 Met Correct escalation decision conf 89%
No escalation was warranted as the issue (basic connectivity troubleshooting) is within L1 scope; agent's decision not to escalate is appropriate despite poor execution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent offers a scripted apology ('I'm really sorry to inform') but provides no genuine empathy for customer's frustration or context (e.g., relocation issues); remains transactional.
X2 Partially Met Tone & rapport conf 85%
Agent maintains a flat, procedural tone without adjusting pace, terminology, or engagement to customer's hesitations or emotional state.
X3 Not Met Overall experience conf 94%
Agent forces customer to self-diagnose via KB article despite simple, agent-performable steps (power cycle, LED check) being feasible over the call, increasing customer effort.
Call Transcript10 turns · 10 lines
Speaker 1
I am trying to hook up my wireless router and it's not working. Yes, it's Harlem H-A-R-L-E-I-M municipal MUN I C I P-A-L utilities.
01:00
Speaker 2
Thank you for calling Imc transparent. This is Ruby helping. How can I help you? I'll hook up your wireless router. Is this a new Imc transparent router, ma'am? Okay. And who is your internet service provider? Sorry. Can you provide it slowly and can you spell it out? so this is the internet.
01:00
Speaker 1
from them. What's that? Yes. Let's see, can I give you the serial number or, oh, wait, I see the model number. It is EA6350V, as in Victor, 3. I've had it for probably About two. months
02:00
Speaker 2
Internet service provider. This, okay. And where did you purchase this Linksys device? Oh, it's bundled from the ISP. It's bundled, or this is provided by the internet service provider? Okay. And what is the model number of the Linksys router? Hmm. Let me check the serial. This model. Stand by. First. And when did the provider's device? [silence]
02:00
Speaker 1
three years yes so I moved addresses and they said I could just plug it in and they would reset it and it should everything should connect like the router showing up but it's saying I have no internet access [silence] yep it's seven one two five seven nine four zero two zero yes it's
03:00
Speaker 2
so you have this one for three years. why it stops working why the wi-fi is not working. okay so upon checking it here ma'am, by the way can i have first your phone number just in case we got cut off then i can call you. okay 712-579-400. So upon checking it here, this router ma'am belongs to the end of support already. So there's no more active fixes on the firmware. There's no more technical support on this one ma'am. I'm really sorry to inform.
03:00
Speaker 1
okay, uh, okay, I, I, I, This is JCari, S.S.A.S.S.97@yahoo.com, yahoo, JCari, S.S.A.S.S.97@yahoo.com. That is correct.
04:00
Speaker 2
Me that. What I can do here, ma'am, is to provide you an article. This will help you a lot. This is a KB article, a troubleshooting guide where you can follow. So, can I have your email address instead so I can send it to your email? Yes, this is an article like a troubleshooting guide for you to follow. Okay, so make sure I got the email correctly. So, it's K for Kitty and then A for Apple, R for Romeo, I for India, S for sugar, S for sugar, A for Alpha, S for Sugar, 97 at yahoo.com.
04:00
Speaker 1
Okay, thank you. You too, bye.
05:00
Speaker 2
Okay, thank you, ma'am. So right after this call, expect an email from me. So this is an article, a troubleshooting guide, where you can follow, okay? You're welcome. Have a nice day. Bye.
05:00