V2 Rubric Detail — 73bbec9a-8175-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 00:21
Duration
5m 23s
Contact
403-640-9561
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00137568
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.2/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall41.3% (-42.7)

V2 Grader Summary

The agent correctly identified the EA8300 as end-of-support but failed to conduct any diagnostic troubleshooting for the customer's specific remote management issue, leaving it unresolved. While ownership was demonstrated through email collection for a KB article, the lack of troubleshooting and vague next steps constituted a significant service gap. No critical failures (e.g., discourtesy, abandonment) triggered auto-zero.

V1 Case Analysis

EA8300 customer lost remote management after automatic firmware update; agent confirmed device is end-of-support (EOS) and emailed self-help article to ostevenbrown@yahoo.com.

Troubleshooting Steps
  • Confirmed device model (EA8300).
  • Verified firmware version (1.1.6.1) and EOS status.
  • Offered self-help article via email.
Key Observations
  • Agent correctly identified the EA8300 as end-of-support and gave appropriate guidance per KB policy.
  • Audio static caused repeated clarification of the customer's email address, leading to minor inefficiency.
  • Initial mis-hearing of the model as 'AA 8330' was quickly corrected at [02:00].
Positive Highlights
  • Accurate EOS determination and clear explanation of support limitations per KB.
  • Provided the correct self-help path and collected the customer's email for follow-up.
  • Maintained a concise call flow with minimal hold time and avoided unnecessary troubleshooting on an unsupported device.
Agent Errors / Gaps
  • Mis-identified the model as 'AA 8330' initially (minor error, quickly corrected).
  • Did not capture the full serial number (only partial '216940' was noted).
  • Limited empathy during audio difficulties; only brief apology offered.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated 'no more technical support' and offered only a KB article without resolving the remote management issue or confirming if it was a known EOL limitation.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed — agent did not verify current settings, check remote access status, or confirm whether remote management was disabled post-update.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the EA8300 as end-of-support per internal knowledge, but failed to provide best-effort troubleshooting (e.g., checking remote access settings) before resorting to KB-only support.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No diagnostic process followed — agent did not ask about symptoms beyond 'missing things', did not isolate the issue to remote management, and skipped root-cause analysis.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use the KB to provide specific guidance on the customer's remote management issue (firmware version 1.1.6) and instead relied on a generic 'end of support' status to cease all troubleshooting.
T3 Met No misinformation conf 95%
Agent accurately stated the EA8300 is end-of-support and no further firmware updates are released — consistent with EA Series firmware documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent experienced audio issues, multiple silences, and misheard the model number (AA 8330), indicating weak call control and poor management of difficult moments.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but failed to adapt when customer repeated information; did not confirm understanding after mishearing model number or email, and did not adjust communication style despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took ownership by collecting the customer's email address and committing to send a guide without transferring the call or abandoning the interaction.
O2 Partially Met Proactive follow-through conf 80%
Agent promised to send an article 'right after this call' but provided no timeline, method, or follow-up plan if the article did not resolve the issue.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff requirements.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — EOL product with no in-warranty hardware fault or management request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent offered basic apologies ('I am really sorry sir') for technical issues but responses remained scripted and lacked sincere acknowledgment of the customer's frustration over lost remote management functionality.
X2 Partially Met Tone & rapport conf 70%
Agent did not adjust pace, terminology, or style despite customer's repeated clarifications, misheard information, and evident confusion about the firmware update impact.
X3 Met Overall experience conf 85%
Agent collected the customer's email address in a single request without requiring unnecessary repetition of model details or purchase source beyond initial clarification.
Call Transcript10 turns · 11 lines
Speaker 1
Hi there. Um, I bought a refurbished Linksys router off of Amazon a couple days ago. And I'm just setting it up and I noticed it did a firmware upgrade and then suddenly I think it lost access to the remote management. Is that something normal or is that is there a way around that? It's an E a 8300. Yeah. Amazon.
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. Thank you for calling Linksys. This is Ruby. How can I best you? [silence] Hold on, sir. [silence] 8400. And where did you purchase this one? Hold on there, just give me a minute. [silence] Oh, hi, sir. Thank you for patiently waiting. Sorry about it. I just need to adjust the mic on my system because I'm getting static. So you purchased EA 8300 from Amazon and when was that, sir?
00:00
Speaker 1
Pardon me? Um, like three days ago or something? It's working fine. Well, kind of right now, but I noticed when I first powered it up, I logged into it, like I like it's, I have more than one links router. Um, and I logged into it using, you know, 192.168.1.1. And that options for all kinds of stuff and then it was set to automatic updates on the automatically check for updates. And it did an update. And now I noticed that things look like they're missing compared to what it had before. Is that normal or is that normal? EA8300. Yeah. And it's upgraded the firmware to 1.1.6.1.
02:00
Speaker 2
When did you purchase? And is it working fine? what you mean? it's missing something uh can you provide the model number again? AA 8330
02:00
Speaker 1
216940. Okay. Okay. Okay. Okay. Okay.
03:00
Speaker 2
and um okay it's missing something by the way sir upon checking it here this router belongs to the end of support already so for this one yeah I am really sorry sir that there's no more technical support on this router also there's no firmware updates okay so what I am going to do here is to like send you an article guide where you can follow where you can base as a referencer because again this is an end of support device there's no more active fixes there's no more active firmware on this one uh or it it's not receiving any firmware update so so can I have yes sir sorry to inform you about that um can I have your email address so I can send you the article
03:00
Speaker 1
Um sure and what's the article so does it offer me any opportunity to like back the firmware back to the previous version or anything? Okay. Okay, it's O. Stephen Brown. O S T E V E N B R O W N. Okay. Okay, O. S T E V E N B R O W N. Yeah. So, ostevenbrown@yahoo.com. Yeah. Sure.
04:00
Speaker 2
yeah there's there's like a guide right there just check the guide I follow closely the instructions sir shell yeah what's the email address oh I sorry sir let me let me just give a minute I had there's something wrong my line is static okay just hold okay let's start again mm-hmm okay so let me really um verify to make sure I got it correctly so it's Oscar she another eco Victor Echo Nancy and then
04:00
Speaker 1
Yeah? Yes, ma'am. Oh, okay. All right. Well, thank you for your help. All right. You too. Bye-bye. [silence]
05:00
Speaker 2
the color brown at yahoo.com. Okay, sure. Perfect. So, right after this call, sir, I'll send you the email and read the article. It will really help you a lot. You're welcome, sir. Have a good one. Bye, sir.
05:00