V2 Rubric Detail — 6d5cb636-763a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 17:21
Duration
6m 44s
Contact
484-345-1672
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: Avoidance/Evasion — agent avoided all diagnostic responsibility by falsely claiming no support is available post-end-of-support date, directly contradicting Linksys OOW best-effort policy requiring troubleshooting attempts.

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

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly claimed the device was entirely unsupported, and offered only a product replacement with no empathy or guidance. This violates core Linksys support policies on out-of-warranty best-effort assistance and constitutes avoidance/evasion, warranting auto-zero.

V1 Case Analysis

Customer unable to connect to Wi-Fi for banking; agent provided no troubleshooting, incorrectly stated device is unsupported, and advised router replacement without offering self-help.

Troubleshooting Steps
  • Requested serial number
  • Confirmed model number EA7500B
Key Observations
  • Agent performed no Wi-Fi troubleshooting steps (e.g., reboot, LED check, firmware check, local login at http://192.168.1.1) despite the issue being connectivity-related.
  • Agent incorrectly claimed the EA7500B is no longer supported as of August 9, 2025 — this is not documented in Linksys KB; firmware updates and support are still available for this model.
  • No warranty status was verified or explicitly stated; agent inferred lack of support without checking eligibility.
  • No self-help resources (KB article, chat, email) were offered after customer effectively declined further assistance, violating paid support workflow policy.
  • Agent did not confirm access to web interface or attempt to guide customer through basic diagnostics.
Positive Highlights
  • Agent confirmed the model number (EA7500B) after customer provided it [04:00].
  • Agent attempted to collect the serial number, though it was not fully validated [02:00–03:00].
  • Agent maintained a polite and professional tone throughout the call [06:00].
Agent Errors / Gaps
  • Failed to follow standard troubleshooting protocol for Wi-Fi connectivity (no reboot, LED, or firmware check performed) [04:00–05:00].
  • Provided materially inaccurate technical information by claiming EA7500B is no longer supported as of August 9, 2025 — this is not supported by Linksys KB [05:00].
  • Did not verify warranty status or support eligibility before declaring device unsupported [05:00].
  • Did not offer any KB article, self-service portal, or email with troubleshooting steps after customer declined further assistance, violating universal_paid_support_workflow.md [06:00].
  • Closed the call without confirming whether the issue was with Wi-Fi, internet, or device-specific, leading to misdiagnosis.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the device is no longer supported and recommended replacement without attempting resolution or offering best-effort troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., reboot, LED check, firmware status) were performed; agent moved directly to recommending a new router.
R3 Not Met Correct resolution path conf 96%
Agent cited end-of-support date as a reason to stop helping, violating OOW best-effort standard; no troubleshooting attempted despite customer need.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked only for model/serial; did not inquire about symptoms, network setup, or prior actions taken by the customer.
T2 Not Met Appropriate tools / resources used conf 95%
No KB article, self-help URL, or diagnostic tool was used or referenced; agent relied solely on unsupported claim about support termination.
T3 Not Met No misinformation conf 96%
Agent claimed 'we can no longer provide any technical assistance' after August 9, 2025. This is contradicted by the QA Grading Rubric v3 (R3 OOW standard), which mandates best-effort troubleshooting for out-of-warranty devices.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: no framing, no expectations set, no transitions; ended abruptly after product recommendation.
C2 Not Met Confirmed understanding conf 94%
Agent failed to adapt to customer’s confusion and repeated requests; used technical terms without confirmation or simplification.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; offered no action plan, troubleshooting, or follow-up — only suggested purchasing a new device.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided beyond vague suggestion to buy a router; no timeline, responsibility, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy; ignored customer’s frustration about bank access and repeated confusion over serial numbers.
X2 Not Met Tone & rapport conf 96%
Agent maintained a static, transactional tone despite customer’s visible confusion and emotional distress.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial number multiple times due to poor verification process; agent failed to reduce effort or clarify efficiently.
Call Transcript14 turns · 14 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linksys Support. To insure 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. 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. This is Joy. How can I help you today? Yes, ma'am.
00:00
Speaker 1
And – I – We – our Wi-Fi is linsky – it's – but we've had it for a long time and we are having a problem. We cannot get into our bank account. So our Santander Bank teller told us to call this number for customer service or assistance and having trouble with connecting to Wi-Fi. Can you help me? Yes, I have all kinds of serials number. Which one do you want? Would that be?
01:00
Speaker 2
all right, let me just check first your device. We have the serial number of your Linksys device please. The serial number at the bottom, like the 14 digit character.
01:00
Speaker 1
Pardon me, what? Is that, pardon me? three one one zero one nine three six I have a lot of numbers here. From tott I have one eight L two O S is that what it? Okay, one eight L two
02:00
Speaker 2
okay yeah try to finish it i'll just check it if that's the correct serial number. uh just give me that number and let me check if that's the right one. can you see um number like with s n or s slash n that's the serial number. Yeah that one. yes.
02:00
Speaker 1
I don't know if that's a zero or an O.F. O or okay, 1 L. 2 0 or O. S 0 A 7 1 1 1 4 0. Yes. Uh 7 1 1 4 1 0. Yes. Okay, 1 L 2 0 or O. S 0 A 7 1 1 1 4 0.
03:00
Speaker 2
let me verify, that's one-8-L, two-zero-S for Sam, zero-A for Apple, seven-one-one-four-zero, correct? [silence] Um, can you repeat again from the very begini-um-I think I got one missing number. [silence]
03:00
Speaker 1
[silence] Tell me what I'm looking for. I have all kinds of numbers here. Yeah, I know, but what what number am I looking for? Yes. I have an EA7500B, as in victory two. And it says Linksys after it.
04:00
Speaker 2
Do you have a model number? Like, is it starting with "E" and then followed by the number? [silence] Yeah, let me just check. Okay.
04:00
Speaker 1
Of course. And upgrades from who? Where can I get an upgrade? You mean to get a new iPad or a new router? [silence]
05:00
Speaker 2
Okay. For this model, ma'am, for this unit, unfortunately, it's no longer supported. The end of support is last August 9, 2025, so we can no longer provide any technical assistance after that date. So, it would be best for you to have an upgrade for a newer router instead. You can purchase either a new Linksys router or any other brand. You can purchase it on any other local store or online store like Amazon. New router.
05:00
Speaker 1
things if you're quick. All right. Is that what I need? Is that what I need? How do I do that on Amazon? Oh. Okay. Okay. So that would be okay. Okay. Well, thank you very much. Joy.
06:00
Speaker 2
yes. Since your router is no longer supported. Yes, ma'am, for you to have internet. Yes. I can recommend you some model number or you can also contact your internet service provider if you can purchase a router from them. So you can ask for recommendation from them. Okay. You're welcome, ma'am. Thank you for calling linkses. Have a good day. Bye.
06:00