V2 Rubric Detail — 6ed078b6-6386-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 22:07
Duration
13m 24s
Contact
Mary Harrison
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132694
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6400 No Internet

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall16.7% (-39.3)

V2 Grader Summary

The agent failed to resolve the issue or provide meaningful troubleshooting, incorrectly declared the EA6400 out of support with a future end date, and abandoned the customer without best-effort assistance. Despite collecting basic info, the interaction lacked technical accuracy, empathy, and effort reduction, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports no internet on EA6400 after new Spectrum modem; router shows green LED but no connectivity. Agent collected model/serial, indicated router is end-of-life and unsupported, and suggested purchasing a new router or using the online support site.

Troubleshooting Steps
  • Collected model number and serial number
  • Observed router LED status
  • Advised turning off firewall (incorrect guidance)
Key Observations
  • Agent never performed basic WAN troubleshooting (power‑cycle modem, verify WAN cable, check WAN LED).
  • Provided materially incorrect advice (turn off firewall) that does not address the no‑internet symptom and contradicts KB guidance.
  • Misinterpreted blinking Wi‑Fi LED as progress indicator, despite no WAN validation.
  • Did not offer a proper escalation path, callback, or follow‑up; only suggested replacement.
  • Correctly identified device as end‑of‑life and unsupported, aligning with business policy.
Positive Highlights
  • Collected essential customer information (name, email, model, serial number) early in the call.
  • Correctly identified the EA6400 as end‑of‑life and no longer supported, which aligns with Linksys product lifecycle policy.
Agent Errors / Gaps
  • Failed to verify the WAN connection or cable status.
  • Gave incorrect troubleshooting steps (firewall toggle, LED interpretation).
  • Did not follow standard WAN‑setup troubleshooting flow.
  • Did not confirm warranty status or offer appropriate support options.
  • No escalation or follow‑up was arranged despite the issue remaining unresolved.
  • Advised disabling the firewall as a fix for no‑WAN connectivity, which is technically invalid and unsafe per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated 'we cannot provide any more support for this router' and offered no resolution path beyond suggesting a new router or using an AI chatbot.
R2 Not Met Diagnostic thoroughness conf 93%
Agent asked about LED colors and Wi-Fi name but skipped essential steps like power-cycling modem/router, checking WAN connection, or accessing the admin interface for diagnostics.
R3 Not Met Correct resolution path conf 94%
Agent dismissed the customer due to EOL status without attempting best-effort troubleshooting (e.g., factory reset, reconfiguration), violating OOW support expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
Questions were disorganized (e.g., asking for a '4-digit code' without context); no logical progression to isolate root cause such as ISP vs. router issue.
T2 Not Met Appropriate tools / resources used conf 91%
Did not attempt to guide customer to access http://192.168.1.1 or use basic tools like checking WAN IP or rebooting sequence, despite their relevance.
T3 Not Met No misinformation conf 95%
Claimed support ended on 'August 24, 2024' — a future date — and incorrectly stated firmware updates ceased, which contradicts KB guidance on EOL dates.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected model/serial/email but showed confusion by re-asking customer name and had long silences; maintained call flow but with weak control.
C2 Partially Met Confirmed understanding conf 87%
Used simple language but gave vague instruction ('turn your firewall off') without confirming understanding or adapting to customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Created a case record and did not transfer, but abandoned ownership after citing EOL status instead of offering actionable next steps.
O2 Partially Met Proactive follow-through conf 86%
Suggested using AI chat and reprovisioning modem, but provided no timeline or follow-up commitment, leaving customer without clear ownership.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the agent’s decision to close the case based on EOL status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No empathy expressed; failed to acknowledge frustration or repeated effort, only offering scripted 'thank you' and 'have a wonderful day'.
X2 Not Met Tone & rapport conf 93%
Spoke in a flat, unresponsive tone despite customer confusion; did not adjust pace or check comprehension during key steps.
X3 Not Met Overall experience conf 92%
Customer repeated model/serial/email; redirected to external AI tool instead of guiding through known steps, increasing effort.
Call Transcript23 turns · 24 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.LinksyLsis.com. Please have your device serial number ready. For assistance, press one 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 product, paid support option may be available depending on the issue.
00:00
Speaker 1
Hi, my name is Tori. I'm actually here with Spectrum. I have a customer on the line by the name of Ms. Harrison, she's here as well. Um, she has a new she has a Linksys router that she's had there for a while, but we're trying to reconnect it to the Spectrum modem. So she's having a little hard time. Are you able to help?
02:00
Speaker 2
Hi, thank you for calling Linksys Technical Support My name is Ellie, how can I help you? [silence] Oh yeah, absolutely. I can help the customer.
02:00
Speaker 1
okay. Harrison. No, but she's here. I'm here. No problem. Uh-huh. Hello. Yes, I can hear you. Can you hear me? Okay. We're good. Uh, I have no internet connection and I got a new um modem from Spectrum. [silence]
03:00
Speaker 2
[silence] What was the name of the customer again? Um, what was the name of the customer again? Uh, were you able to get the first name of the customer? okay. So yeah, uh oh yeah, so yeah, I can now go ahead and take over from here. Thank you so much, by the way. have a good one. Okay, um hello Ms. Harrison. I yeah, thank you so much by the way for contacting. Yes, I'm here. Can you hear me? Can you hear me okay? yes, ma'am, I can hear you. uh okay. Okay. Okay, um Miss Harrison, what is exactly happening by the way?
03:00
Speaker 1
and this is an older box that we used before because the spectrum tech said my Internet connection was good before, but it wasn't connecting to the router, so we got out our old router and we'd like to reconnect it, you know, reboot it or something, make sure it works. I mean it's saying that it's online, it's green, solid green, but there's no internet. right
04:00
Speaker 2
[silence] Whoa. Uh huh. Oh, okay. So, um, here's what we are going to do, um, Ms. Harrison. Um, they might actually need to be reconfigured. since you mentioned that you just got a new modem from Spectrum. Correct? Okay. Uh, Ms. Harrison, can you give me the model number and the serial number of your Linksys router, please?
04:00
Speaker 1
Okay, is the model number on the front that has EA or is the model number that one? Okay, it's EA6400. Okay. Yeah. Okay, it's 1341 0608326962. Yes, ma'am.
05:00
Speaker 2
Ah, yeah, that one. Okay, and can you also give me the serial number? So, the serial number should be, uh, you can find it under the router. Okay, uh, let me just verify it back to you. That's 134-106-08326962. Okay, thank you so much. And I miss Harrison can also please have your first name, please? Mary. That's M-A-R-Y. Okay, just give me one moment. Let me just go ahead and check if I could pull up any record using the serial number you provided. So this Lingues router, was it working before? Okay. Okay. Oh, Ms. Mary, can you also give me your active email address, please?
05:00
Speaker 1
M J O E A S T E R L Y at A O L.com. Yes.
07:00
Speaker 2
okay, Miss Mary, um@aol.com. Okay. Um, Miss Mary, let me just go ahead and create a record real quick for this conversation. Just give me one moment. And okay. Uh, by the way, Miss Mary, when you try to plug in the uh the EA6400, so it does show that um it's showing in green LED light in front of it. And can you see uh, by the way, did you did you customize the WiFi name before?
07:00
Speaker 1
No. It was just um. We kept it the same that was on the back. It was link FYS 26 962. That was what we used. On my um. Uh okay hold on. Mhm. Yeah. It says connected but then it'll say no internet [silence]
08:00
Speaker 2
Uh-huh, So when you try, I mean just plug in the EA6400. Miss Mary did you try checking your wifi settings from the phone, and then see if it's the wifi name is showing up. Yeah on your phone, after you plug in the router. loud breathing What's the 4-digit code. slow breathing Uh-huh, okay, okay. I feel that's better. Okay, so what's the 4-digit code to the, web interface of the router. So you're on the router page when that's up? Okay, and the internet LED, what color is the internet LED showing? red dotted lines Uh-huh. So. Mhm, loud breathing Uh-huh. Okay, so it's red. Alright, okay. And your internet one is turned off, turned on. What is it? I mean, yeah, what is it saying? Alright, so it's turned on. Is the Wi-fi status light on? for the router spelling status is blinking on the like on. It's blinking. The internet one is on the solid. While that light's blinking, you can just, you know, turn your firewall off. Okay, so turn off the firewall. Okay, Give it a few minutes. Just check on the phone if you're seeing you from your flexible connection that's available. Oh, good. That's good. Thank you. That is good. So it's starting to blink. just by seeing availability. Uh-huh. So it's blinking that it's a connection. Uh-huh, It's blinking. Uh-huh, alright. very good, loud breathing
08:00
Speaker 1
[silence] Go ahead. It's not receiving.
09:00
Speaker 2
Well, okay. Okay. Thank you so much for this information, Ms. Murray. So, uh, let me just slide and check something here. Oh, okay. Um, Ms. Murray, I did check, uh, this EA 6400 router that you have. So, uh, this router, Ms. Murray, is actually one of the routers that has already, um, reach its end of life last August 26th of 2019. So, basically, this router is not receiving, I'm sorry, Yes, it's not, it's no longer receiving any updates from Lynksys, especially with its firmware or or any more updates. It's not receiving um any of that information. [silence]
09:00
Speaker 1
Okay, what you're saying is it's too old out. Okay, so what you're saying is it's too old. Okay, I understand.
10:00
Speaker 2
anymore. And the second thing that you also need to know about this router is Um, we no longer provide support for this router, Miss Mary because the support of this E6400 has already ended last August 24 of 2024. Yeah, it's actually like an old router. So you may also like you know consider getting a new router, instead of um sticking on this E6400 because if you do really have an issue about this one, especially right now that you really have we really cannot provide support anymore for this um type of router. Yes, Miss Mary. So, uh, yeah, but
10:00
Speaker 1
Okay. Okay, okay. Could you give me that website again? Okay. [silence]
11:00
Speaker 2
You can try checking the website of Linksys, that is support.linksys.com, because there is actually an AI tool agent there that can provide some troubleshooting instructions that might actually help you with your issue. Ah, yes, that's support dot dobt do you have the chat box of the AI Miss Mary? Just type in like, how can I reconfigure my EA 6400 with my new modem? And then it will give you some troubleshooting instructions.
11:00
Speaker 1
Okay. Okay. No, I appreciate your help and thank you very much. Okay, bye. [silence] Hello, Tori. Tori, you're still there? Yes, ma'am. Yes, ma'am, I'm still here. Okay. I didn't think you hung up, but I was hoping you have. No, I'll say I'm still here. Yes, and I want to make sure you connected. Um, what I can try to do on my side, I can reprovision the modem. Just try to see if the modem grabs the router. You want to try that? Yeah.
12:00
Speaker 2
That's the only way that um we can help you, Ms. Mary Aside from that, um we can uh we cannot provide any more support for this router so would there be anything else Miss Mary? Thank you so much as well, Miss Mary. You do have a wonderful day ahead bye bye for now bye bye [silence]
12:00
Speaker 1
Yeah, let's try that. I mean I'll just try anything. No, I'm with you. Um, I'm just going to reprovision. You're probably going to see the modem turn off here. Thank you. Okay. Thank you. Bye bye.
13:00
Speaker 2
Excuse me like uh Miss Mary and Tori, then I need to disconnect myself from this call. Okay, thank you so much for the both of you. Bye bye for now.
13:00