V2 Rubric Detail — 71be7b86-7eca-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:52
Duration
13m 28s
Contact
305-321-8392
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136865
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-21.5)

V2 Grader Summary

The agent never diagnosed the TV freezing problem and only suggested purchasing a new router after stating the current model is end‑of‑life. No troubleshooting, tool use, or empathetic communication was demonstrated, resulting in an unresolved issue with multiple missed ownership and communication standards.

V1 Case Analysis

Customer reports TV freezing with Google Webpass. Router model EA9500B2 (SN17820GG8AA2731) identified as end-of-life. No troubleshooting performed. Agent recommended purchasing new router. Issue unresolved.

Troubleshooting Steps
  • Collected router model and serial number
  • Identified router as end-of-life / outdated
Key Observations
  • Agent did not perform any technical troubleshooting of the TV freezing or router settings.
  • Agent provided an upsell/replacement recommendation without confirming the root cause.
  • Communication was fragmented, with long pauses and little empathy.
  • No KB reference or self-help guidance was provided despite the router being out-of-warranty.
Positive Highlights
  • Agent correctly collected the router model number (EA9500B2) and serial number (SN17820GG8AA2731).
  • Agent confirmed the ISP as Google Webpass, which is relevant for topology context.
Agent Errors / Gaps
  • Agent prematurely concluded the router was 'end of life' without verifying firmware status or checking for available updates (universal_firmware_update.md).
  • Agent did not perform any troubleshooting steps outlined in universal_streaming_diagnostics.md, such as checking signal strength, rebooting network equipment, or testing wired connection.
  • Agent did not verify whether automatic firmware updates were enabled (universal_firmware_update.md), which could resolve compatibility issues with Google Webpass.
  • Agent did not direct the customer to any KB article, support page, or self-help resource, leaving the customer with no actionable steps beyond purchasing new hardware.
  • Agent incorrectly implied that the router's security was compromised due to its age, which is not a valid justification for skipping basic diagnostics.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the TV freezing issue nor provided a concrete solution; only suggested buying a new router.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps were taken; the agent simply asked for serial/model and then declared the device end‑of‑life.
R3 Partially Met Correct resolution path conf 90%
Agent identified the router as end‑of‑life and suggested upgrading, which matches the product status, but did not attempt any troubleshooting before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
The agent did not ask relevant questions about the TV, network symptoms, or perform any logical troubleshooting.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote session, admin console) were used; the agent relied solely on a verbal statement that the router is outdated.
T3 Met No misinformation conf 93%
Information that the EA9500 is an older model, not Wi‑Fi 6, and may have security limitations is correct.
Communication
C1 Not Met Clear & professional language conf 95%
The call lacked clear framing, had long silences, and the agent jumped between topics without guiding the conversation.
C2 Not Met Confirmed understanding conf 94%
Agent did not adapt to the customer's request for Spanish, used generic language, and did not confirm the customer's understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; they offered a generic purchase suggestion and did not follow through on any action.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timelines, or follow‑up commitments were given beyond “search on Amazon”.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted for the issue presented.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed little empathy; they did not acknowledge the customer's frustration or repeated attempts.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, scripted tone and did not adjust to the customer's language request or confusion.
X3 Not Met Overall experience conf 95%
Customer was asked to repeat serial/model information and was left to research a new router on their own, adding unnecessary effort.
Call Transcript20 turns · 21 lines
Speaker 1
Welcome to Wednesday.
00:00
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product.
00:00
Speaker 1
What's going on with Papa's TV? Yes, Google Webpass asked me to call you. The, it seems that the TV box that we have now is not compatible with the webpass equipment that we have. They said we should call your company to help us with, to get the right equipment. Because our screen keeps freezing. The picture on the screen keeps freezing and says no information 0000.
01:00
Speaker 2
Hello, thank you for calling Lucas Technical Support. This is Charlotte. How can I assist you with today? [silence] Could they erroneously wonder what?
05:00
Speaker 1
Yeah, as far as I know, yeah. What devices? Device is definitely. It's not a device. it's a it's... Hold on one second, hold on one second. The outsider is not a device, it's link size, like this. It's inside. Yeah. Can you speak Spanish by any chance? Because we have leak brand. Yeah. Each brand.
06:00
Speaker 2
I think you're right. And just to confirm, sir, only this TV or this Google TV is not connected to your Wi-Fi. But some other devices are working, correct? And some of your devices are connected to the Wi-Fi, like your computer, your laptop or any devices. All right. No, sir, we don't have a Spanish support, sir. [silence]
06:00
Speaker 1
L E N K e y the router that we have is Linksys? Linksys, I think for the, for this. What's the, what's the serial number? Hold on, we're getting information. Hold on. It's driving us crazy. Every time we're watching a show, the screen freezes, no matter what channel we put on. Wait, wait. One second. Hold on, hold on. No, I can't hear you. Can you write it down, Lourdes? Well, hold on one second.
07:00
Speaker 2
the serial number and the model number of this Linksys router. All right.
07:00
Speaker 1
Good morning, uh Good afternoon, the model of these elinks is EA9500B2 ENGLISH ALERTS EA serial number is SN17820GG8AA 2731
08:00
Speaker 2
All right. Good morning. Okay. Got it. And how about the serial number, ma'am? Got it. Let me try check here. And also may I know who is your internet service provider? [silence]
08:00
Speaker 1
the Internet service. provider. I do the number of the-- the internet service provider is--is the Google WebPASS.
09:00
Speaker 2
i googled it got it correct let's double check up here [silence] all right so sir based on the record here with regards to the model number and the serial number that you provided to me this device was already part of our end of life and at end of
09:00
Speaker 1
you know okay up upgrade up wait wait wait wait upgrade to what so where do I buy uh where do
10:00
Speaker 2
end router. [blink] Hi, there, sir. [blink] I hope you're having a great day. [blink] I can highly suggest to you, sir, is for you to upgrade to a latest router. [blink] Because this router that you have was already outdated. It's not a Wi-Fi 6 router, and the security of this router is not so secured anymore. [blink] And every time your internet service provider upgrades the third-software, this router will not cooperate with the upgraded version of your modem anymore. [blink] That's why there is connectivity issues. [blink] So, if you want to purchase a new one, sir, you can try to check on the Amazon website or also you can try your local stores.
10:00
Speaker 1
Like, okay, so if I go to like AT&T or Xfinity or that would solve the problem, they would sell it for me? With their internet service. [silence] So to me, it would make sense to change the company. They would have a different rail, huh?
11:00
Speaker 2
Uh, yes. Yes, they will sell tea if they have available. And also, you can use also uh, what else? What router else is? Um, TP link. There are some devices if you want. But if you want Linksys one, I could provide you, ah. some model numbers that you can search for. Uh, you don't need to change the. If you want to change your internet service provided.
11:00
Speaker 1
So, Amazon website, what do you look on the router routers? What Wi-Fi service Wi-Fi 7 routers? Wi-Fi 6 router? Right? Wi-Fi Wi-Fi 6 router? 670 route on Amazon. And how do you install that?
12:00
Speaker 2
Yeah, um, you only have to, uh, you can just, um, you need to, uh, so like any, um, The internet service provider, uh, usually, except user, um, if you just want a router only, then you can just purchase it on the Amazon website or your local source. Yeah. You need to search for Wi-Fi 7 routers or Wi-Fi 6 since that is the latest routers now. Uh, Wi-Fi 7, yeah, wi-fi 6. Wi-fi 7 and wi-fi-6. Yeah, sir. Yes, uh wi-fi 6 and wi-fi 7. In case you want to, uh, purchase, just one uh and then [" just" for any other reason] you
12:00
Speaker 1
Okay. All right. Thank you so much. Okay, bye. Bye.
13:00
Speaker 2
you have it already and if it's a linksys product you can contact us back so that we can walk you through on how to install it. All right, thank you. you're welcome sir and thank you so much again for contacting linksys. Bye for now
13:00