V2 Rubric Detail — 6bb074b6-7c9e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 20:32
Duration
6m 44s
Contact
985-351-6712
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Discourtesy – agent ended call abruptly without empathy or proper closure.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

Agent informed customer phone support for EA-9500 ended and offered no troubleshooting, guidance, or next steps. No diagnostic process, tool usage, or empathy demonstrated, resulting in unresolved issue and clear ownership gap. Technical accuracy (T3) correct but overshadowed by critical failures in resolution, communication, ownership, and experience.

V1 Case Analysis

Customer unable to stream on TV using EA9500; other devices fine. Agent informed that phone support for this legacy router is discontinued and provided no troubleshooting.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not attempt any basic Wi-Fi troubleshooting (reboot, signal check, band selection, firmware status).
  • Agent prematurely declared lack of support without offering self-service resources or escalation options.
  • Communication lacked empathy and clear next-step guidance.
Positive Highlights
  • Agent eventually obtained the correct router model number (EA9500).
Agent Errors / Gaps
  • Failed to follow standard troubleshooting protocol for a Wi-Fi connectivity issue.
  • Did not collect or verify serial number or warranty status before concluding support eligibility.
  • Provided no self-help KB reference, no escalation path, and no actionable next steps.
  • Poor empathy and abrupt call termination.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated phone support ended for EA9500 and offered no resolution path, troubleshooting, or self-help resources.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed; agent simply stated router is legacy and ended call.
R3 Not Met Correct resolution path conf 97%
Agent chose to end interaction citing end-of-life support rather than offering self-help, firmware checks, or replacement path for OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask diagnostic questions about TV error, signal strength, or network settings despite customer reporting unstable connection error.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use available KB resources; scenario (TV buffering/connectivity) covered in universal_streaming_diagnostics.md yet no guidance provided.
T3 Met No misinformation conf 99%
Statement that EA-9500 support ended in March is factually correct per Linksys policy.
Communication
C1 Not Met Clear & professional language conf 97%
Agent never set expectations, gave no clear direction, and abruptly ended with 'Bye bye'.
C2 Not Met Confirmed understanding conf 96%
Communication was generic and dismissive; agent did not adjust language or check understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; told customer it's their decision to replace router without attempting resolution.
O2 Not Met Proactive follow-through conf 96%
No next steps or timeline provided; call ended without plan.
O3 Not Applicable Closure confirmation conf 90%
First contact; no prior history existed to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent decided not to escalate, citing policy that phone support for this legacy model is unavailable.
E2 Not Applicable Escalation prep & handoff conf 94%
No escalation performed and none warranted given policy for end-of-life product.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy or patience; response was abrupt and dismissive.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt tone or pace to frustrated customer; remained flat and unhelpful.
X3 Not Met Overall experience conf 95%
Customer forced to repeat information and left without clear path, increasing effort.
Call Transcript9 turns · 9 lines
Speaker 2
Welcome to links 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.links.com for more information about your product. [silence]
00:00
Speaker 1
Yes, ma'am. I'm having trouble connecting, well, my router connects to my TV, but it's not communicating with it. It connects, okay? Okay, it connects to the TV. I get full bar, Wi-Fi bar, but it won't open any of the apps or anything. The TV shows an error code, which saying it, which is like an unstable con, something or another.
03:00
Speaker 2
Let me for calling Linksys. This is May. How can I help you? Yeah, just wanted to know. You're TV. You can see the link that Wi-Fi name, but it's unable to connect or your TV? Yeah, past seven months. But I wasn't able to get the Wi-Fi to connect. Okay. Is it just the TV? How about your phone? Other devices?
03:00
Speaker 1
it's just this one TV everything else in the house works it's just this one TV and it's been working up to about four or five days ago. I called them and they and they they kept telling me to talk to you to somebody else like y'all. They said it's on y'all's in because we're getting full service to the TV full connectivity full bars Wi-Fi bars. It it kind of feels like you don't know what you're doing either. Huh? It kind of feels like you don't know what you're doing. Okay well I just
04:00
Speaker 2
Okay. And you already called the manufacturer of the TV, just to make sure there's nothing wrong with it, since other devices are working? Uh- huh. Okay, can I have the model number of the router you're calling for? Actually, I've been working here for seven years. That's why I'm asking you those questions.
04:00
Speaker 1
everybody's just trying everything that's going on to you, and you keep. just. I don't know. I just need help. It's an EA 9500.
05:00
Speaker 2
Yeah, I don't want you to deal with something that isn't not, that is not working. That's why I'm asking this question. Is probably, it has something to do with the TV only, since the rest of your devices are working. What's the model number of your router? I see. That's already one of our uh, part of our legacy units, which the support for that one already ended. Let me just check what year. One second. Yeah. So, the support for that router ended just this year around March. So, for technical assistance by phone, it's no longer available.
05:00
Speaker 1
Oh, yeah, so let's let it state. So, basically, y'all quit support and incit. So we will have to because it works fine on everything else. So now we had to get rid of it and go buy something else because we can't get any y'all support on it.
06:00
Speaker 2
I believe you're using that router for many years already, since it's part of our legacy device. Uh huh. It's going to be up to you. Uh huh. It's fine. It's your decision. Bye bye.
06:00