V2 Rubric Detail — 6c5ae82c-6e59-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 16:42
Duration
5m 50s
Contact
303-669-1600
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused to perform any troubleshooting or provide a viable solution path, effectively evading the customer's issue despite the requirement for best-effort support on out-of-warranty devices.

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
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent immediately declared the EA7500 router end-of-life and offered no troubleshooting, diagnostics, or best-effort support despite the customer reporting a specific DHCP-related issue. No tools were used, no ownership taken, and no next steps provided, resulting in a complete failure to resolve or advance the case. This constitutes avoidance/evasion under the rubric, triggering an auto-zero.

V1 Case Analysis

Customer reports DHCP not enabled for Wi‑Fi and modem flashing amber. Provided model 'Echo Alpha Shuri 7500' and serial. Agent incorrectly stated device is end‑of‑support with no firmware updates without verification. No troubleshooting performed; customer ended call frustrated.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not verify the router model 'Echo Alpha Shuri 7500' against the KB or support records.
  • Agent incorrectly stated the device is end‑of‑support and has no firmware updates without evidence.
  • No troubleshooting steps were performed for a diagnosable WAN/DHCP issue.
  • Customer frustration was not acknowledged, and no support path was offered.
Positive Highlights
  • Agent maintained a polite tone throughout the call.
Agent Errors / Gaps
  • At [04:00], agent incorrectly declared the 'Echo Alpha Shuri 7500' as end‑of‑support with no firmware updates without verifying the model against the KB or support records. This model is not listed in any KB reference as end‑of‑support, and the agent provided no evidence to support this claim.
  • Agent failed to perform any basic troubleshooting (e.g., power‑cycle, check WAN/DHCP settings) for a reported DHCP/WAN issue.
  • Agent did not confirm warranty status or eligibility for support before declaring the device unsupported.
  • Agent provided no self‑help resources, KB articles, or next steps despite the customer's clear need for assistance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device end-of-life and offered no resolution path beyond purchasing a new router; issue was not resolved or meaningfully addressed.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., no request to check DHCP settings, reboot router, or access admin interface); jumped directly to EOL declaration.
R3 Not Met Correct resolution path conf 96%
Agent failed to provide best-effort troubleshooting for an out-of-warranty device, which is required; instead dismissed the customer entirely without attempting setup, reset, or configuration guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify root cause; skipped diagnostic process entirely despite customer reporting a specific error (DHCP not enabled).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no guidance to access http://192.168.1.1 to verify DHCP or firmware); relied solely on verbal EOL status without validating current configuration.
T3 Met No misinformation conf 93%
Agent correctly stated that EA7500 is end-of-life with no further firmware updates, consistent with Linksys product lifecycle policy.
Communication
C1 Not Met Clear & professional language conf 96%
Agent provided no structure, failed to set expectations, and lost control by allowing the call to end abruptly without closure or transition.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terminology (end-of-life, end-of-support) without explanation and did not adapt to customer’s frustration or technical understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; avoided responsibility by directing customer to buy new hardware instead of offering any actionable support.
O2 Not Met Proactive follow-through conf 96%
No clear next steps provided; vague suggestion to 'contact us back' after purchase lacks specificity or ownership.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; this appears to be first contact, so continuity could not be broken.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted because agent refused to engage in troubleshooting, making escalation irrelevant.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy shown; brief apology did not acknowledge customer’s effort or frustration with outdated equipment.
X2 Not Met Tone & rapport conf 94%
Agent maintained a detached, procedural tone throughout and did not adjust pace or style in response to customer’s growing frustration.
X3 Not Met Overall experience conf 96%
Customer was forced to consider unnecessary expense; no attempt to reduce effort through remote guidance, self-help links, or basic diagnostics.
Call Transcript7 turns · 8 lines
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 one now. For out of warranty products, pay please have your devices serial number and contact information ready. If unavailable, kindly call back later for out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
I'm sorry, I'm having issues with my Linksys router. I called our internet provider and he says it's. [silence] the modem. And it says. I did, uh, I ran a uh, uh, an administrator repair on my computer and it's telling me the DHCP is not enabled for wifi. [silence]
02:00
Speaker 2
Hello, thank you for calling the system technical support. This is Charm. How can I assist you today? Mhm. All right, so you're already contact your internet service provider. Okay, one moment here.
02:00
Speaker 1
Yeah, I called them. He says he's getting everything he needs up and down. The, the um modem is flashing amber. Yeah, the, um, model number is Echo Alpha Shuri 7500. Do you need the serial number? It's 18, Lima, 10, Charlie, 626, 11028.
03:00
Speaker 2
And you're already confirmed that the modem is working from your Internet service provider, right? [silence] I see, right. [silence] Can you tell me, sir, what's the model number and the serial number of your Linksys router? Yes, plate. [silence] Got it, one moment here. And also, I'd know who is your Internet service provider, sir? Next slide one moment here. [silence] I see. All right. Based on the record that I have here, sir, with this model number, and the serial number that you have, this model is already part of our end of life and end of support device. It means that we don't provide technical support for this device anymore. And no updated firmware. And also we don't manufacture this device anymore. So what I can highly suggest to you, sir, is for you to upgrade to a latest router. And if ever you want to purchase a new,
03:00
Speaker 1
[silence] So, is it the modem that's messed up? The router is the router is out outdated. So it's your can't you can't even help me, of course. Well, I'm not going to buy another link's that's for sure, man. Okay. You can't help me. I'll have to find someone that works on. Thank you.
05:00
Speaker 2
one, then you can contact us back so that we can assist you in how to set it up. the router, sir. It's already updated. There's no firmware update of this router anymore. Yes. So it's already part of end of support. I do apologize. All right.
05:00