V2 Rubric Detail — 6d0db56a-6b52-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 20:15
Duration
6m 9s
Contact
Chris
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#GI00133967
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall17.5% (-4.5)

V2 Grader Summary

The agent failed to troubleshoot the EA7500v2’s yellow LED and no-internet issue, providing factually incorrect information about firmware and modem compatibility. No meaningful diagnostics were performed, and the customer was directed to purchase a new router without exhausting basic troubleshooting, resulting in an unresolved case with poor customer experience.

V1 Case Analysis

EA7500v2 showing yellow blinking LED and no internet; agent incorrectly stated no firmware updates available, claimed incompatibility with Wi-Fi 7 modem, and recommended replacement without diagnostics. No serial number collected.

Troubleshooting Steps
  • Advised power cycling of modem and router
  • Provided inaccurate information about firmware updates and compatibility
  • Recommended purchasing a new router
Key Observations
  • Agent made multiple materially incorrect technical claims contradicting KB (firmware updates, Wi-Fi 7 compatibility, LED states).
  • No diagnostic steps performed despite clear KB troubleshooting paths for WAN issues.
  • Warranty status inferred as out-of-warranty based on age but not confirmed with customer.
  • Agent jumped to hardware replacement recommendation without attempting any KB-aligned troubleshooting.
  • Call ended without confirming any resolution or providing self-help resources.
Positive Highlights
  • Polite greeting and closing tone.
  • Attempted to confirm device model and placement.
Agent Errors / Gaps
  • Incorrectly stated EA7500v2 no longer receives firmware updates — KB confirms EA series supports automatic updates.
  • Falsely claimed modem Wi-Fi 7 incompatibility — EA7500v2 is Wi-Fi 5; modems do not broadcast Wi-Fi generations.
  • Misinterpreted yellow blinking LED — EA7500v2 uses blue (normal), red (no internet), or purple (setup); yellow is not a valid state.
  • Failed to verify WAN connection, cable integrity, or router admin access — basic steps required per KB.
  • Did not collect serial number or confirm warranty status — required for support eligibility and RMA pathing.
  • Recommended hardware replacement without attempting any KB-aligned troubleshooting — violates escalation protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommended purchasing a new router without resolving the issue or confirming a hardware fault; no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked about power cycling and placement; skipped essential steps like checking WAN LED, accessing router UI, or testing modem directly.
R3 Not Met Correct resolution path conf 96%
Declared the router obsolete and unsupported without verifying firmware status or attempting best-effort troubleshooting for an OOW device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Identified symptom (yellow light, no internet) and asked if power cycle was done, but failed to investigate WAN connection or modem compatibility.
T2 Not Met Appropriate tools / resources used conf 95%
Did not guide customer to access http://192.168.1.1 to check WAN status or suggest a direct modem test — tools clearly required but skipped.
T3 Not Met No misinformation conf 98%
Incorrectly claimed EA7500v2 receives no firmware updates and cannot work with Wi-Fi 7 modems — both false; modems don’t use Wi-Fi, and firmware updates were available as recently as 2023.
Communication
C1 Not Met Clear & professional language conf 94%
Opened with lengthy script, failed to set expectations, and allowed conversation to drift without structure or clear transitions.
C2 Partially Met Confirmed understanding conf 89%
Used simple terms but did not confirm understanding or adapt to customer’s confusion about model vs. serial number or root cause.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated responsibility by directing customer to buy new hardware and stating no on-site support exists, showing no ownership.
O2 Not Met Proactive follow-through conf 95%
Provided no next steps beyond purchasing a new router; no follow-up, timeline, or actionable plan for current device.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — issue was within L1 scope and agent attempted (though inadequately) to address it.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none required.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No empathy expressed for customer’s five-year device failing; only generic pleasantries, no acknowledgment of frustration.
X2 Not Met Tone & rapport conf 92%
Customer showed confusion (e.g., model vs. serial), but agent did not adjust pace or confirm comprehension.
X3 Not Met Overall experience conf 95%
Increased customer effort by recommending full hardware replacement instead of guiding through basic diagnostics.
Call Transcript10 turns · 11 lines
Speaker 1
Hey Rui. How you doing? My name is Chris.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Please forgive me for the lengthy introduction. 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, 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. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today? Oh, I'm good, sir. Thank you so much for asking. Yeah, how can I assist you? What's going on?
00:00
Speaker 1
stuck. it's turning on, it seems to be blinking, there's yellow lights and the the Wi-Fi network shows up, but when I hit it, it says no Internet connection. the model number is is that the serial number or the the Oh, the model number, okay. EA7500v2. [silence] Yeah, it is it is far from the modem. [silence] It is wired um it is it is plugged in, like I see an internet thing that's plugged in. [silence] Um it just stopped working. [silence]
01:00
Speaker 2
All right. So for the EA7500, you've placed it far from the modem. Is that correct? [silence] So you do have uh did you wire it sir to the to the modem or it's just individual there in the server? [silence] Okay, but did you happen to experience network outages or power outages or your router just stopped working? [silence] Uh the how long have you been using this router?
02:00
Speaker 1
this link just one for probably five years plus guess yeah target of a box definitely open to it especially because it's not working so but I'm just wondering if it's if it is the router or if it's a connection or what um I have I've tried some of that in in the back house but not with our not with our router inside no [silence]
03:00
Speaker 2
um yeah yeah um have you tried like power cycling the device uh turning it off turning it back on and uh still won't work um cuz here's the things uh you need to at least uh turn off turn it back on both the modem and the router the Linksys router now if by chance that it still won't [silence]
03:00
Speaker 1
Uh huh. Uh huh. I don't think we've updated our modem, but um, but perhaps um, perhaps it's just outdated in some other way.
04:00
Speaker 2
A: So this is out of proper expectation that you might try to upgrade to a newer router because this router is our is part of our oldest router meaning to say, aside that we don't manufacture this device, we no longer provide any firmware updates for your router. So, if by chance your modem has already been updated into Wi-Fi 7, your router will cannot handle this upgrade, so they're not compatible anymore. M. Yes, sir. You might need to upgrade to a newer router, sir, because this router does not have any updated firmware. M. Okay, moving forward, you might experience dropping connect as well.
04:00
Speaker 1
gotcha how does the upgrading work? okay okay well thank you um I will have to get one and then if if there is a connection with getting to our actual with connecting to the Router, is there anyone who could come out and try to troubleshoot that? okay okay well thank you so much for your help all right you too bye bye
05:00
Speaker 2
Uhm you can purchase a new a new device through Amazon, Walmart and Best Buy or Target, they're the ones selling Linksys devices now. Thank you. We don't have a technical support sir on site. We do only provide technical troubleshooting via online, sir you're welcome. You have a nice day ahead, sir. Bye bye for now.
05:00