Call Detail: 7798e01e-8168-11f1-8

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Call Start

2026-07-16 22:48

Duration

9m 36s

Contact

855-707-7328

Issue Type

WiFi Connectivity

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Jerald Jun Villanubos

HappyFox Case

#EOS00137560

Support Country

United States

Product Family

ROUTERS

CSAT

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Sentiment Trajectory

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Ticket subject: No Internet connection

V1 Rubric Scores

Resolution2.00/5

Accuracy1.00/5

Communication3.00/5

Protocol2.00/5

Efficiency2.00/5

Overall1.8/5

V2 Rubric Scores

Resolution0.00/5

Technical0.00/5

Communication3.75/5

Ownership1.00/5

EscalationN/A

Customer Exp1.79/5

Overall19.8% (-16.2)

V2 Grader Summary

The agent correctly identified the EA-7300's end-of-life status but violated the OOW standard by dismissing the customer without attempting required best-effort troubleshooting (e.g., admin UI access, factory reset guidance). No diagnostic tools were used, ownership was abandoned, and the customer was left with an unaddressed issue and generic guide. Communication was minimally appropriate but lacked empathy, adjustment for confusion, and effort reduction.

V1 Case Analysis

Customer unable to connect to Wi-Fi (EA7300); password rejected. Agent incorrectly stated product is unsupported and offered generic guide without reset or password verification. Issue unresolved.

Troubleshooting Steps

Verified SSID visibility (linksys00926)
Attempted password entry using label-printed password
Confirmed product model (EA7300)

Key Observations

Agent incorrectly stated EA7300 is end-of-support (KB confirms EA series not listed as EOS)
No factory reset, power cycle, or password verification performed despite being standard first steps for Wi-Fi connectivity issues
Agent did not clarify whether customer had tried basic steps (e.g., reboot, moving closer to router) before escalating to guide
Call ended with only a promise to email a generic guide, leaving the technical issue unconfirmed and unresolved

Positive Highlights

Correctly identified router model from customer description
Collected customer name, email, and phone number professionally
Maintained polite tone throughout the call despite customer frustration

Agent Errors / Gaps

Incorrectly declared EA7300 end-of-support (KB shows EA series not EOS)
Failed to execute standard Wi-Fi connectivity troubleshooting (reset, power cycle, password verification)
Did not collect or validate serial number despite customer providing it
Provided no targeted fix or validation step, only a generic guide

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 97%

Agent stated the EA-7300 is end-of-life and offered only a troubleshooting guide without resolving the password issue or attempting any fix; issue remains unresolved.

R2 Not Met Diagnostic thoroughness conf 95%

Only asked if customer saw the SSID and tried default password; no further troubleshooting like checking admin UI, reset procedure, or firmware status was conducted.

R3 Not Met Correct resolution path conf 93%

Agent correctly identified EOL status but failed to provide required best-effort troubleshooting (e.g., factory reset steps, admin login guidance) for out-of-warranty device, instead dismissing with 'we can no longer support this'.

Technical Accuracy

T1 Not Met Technically accurate info conf 95%

No logical diagnostic process — skipped verification of reset completion, didn't ask about password changes, and explored no root cause beyond 'try reset again'.

T2 Not Met Appropriate tools / resources used conf 94%

Did not use available tools such as guiding customer to access http://192.168.1.1 to verify settings or confirm if the router was truly reset.

T3 Not Met No misinformation conf 98%

Agent claimed the EA-7300 is no longer supported due to end-of-life status, implying no further help is possible, which contradicts the OOW standard requiring best-effort troubleshooting regardless of warranty status.

Communication

C1 Partially Met Clear & professional language conf 89%

Agent initiated call and collected basic info but lost control by not guiding toward resolution; ended passively with 'I’ll send a guide' without clear expectations or call framing.

C2 Met Confirmed understanding conf 92%

Used plain language (e.g., 'default name', 'password') appropriate for the customer's non-technical level, avoiding jargon and matching customer communication style.

Customer Ownership

O1 Not Met Ownership & empathy conf 97%

Abdicated ownership by refusing to troubleshoot and deferring to an email guide without attempting resolution or taking responsibility for the issue.

O2 Partially Met Proactive follow-through conf 87%

Promised to send a guide but provided no timeline, follow-up commitment, or clear next steps; customer left without realistic path forward.

O3 Not Applicable Closure confirmation conf 100%

Assessment 4 confirmed this was the first contact with no prior case history; no continuity gaps or handoff context to assess.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was performed and none was warranted — issue was within L1 scope even for an EOL device requiring best-effort troubleshooting.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred, so execution cannot be assessed.

Customer Experience

X1 Partially Met Customer effort minimised conf 85%

Used generic closing phrase 'I appreciate you understanding' without sincere acknowledgment of customer frustration over non-working router or repeated password failures.

X2 Partially Met Tone & rapport conf 83%

Maintained basic engagement but did not adjust pace, tone, or communication style when customer expressed confusion about password entries; no confirmation of understanding at key moments.

X3 Not Met Overall experience conf 94%

Forced customer to manually re-enter password multiple times without alternative guidance, created unnecessary repetition, and provided no immediate resolution or efficiency-saving steps.

Call Transcript8 turns · 13 lines

Speaker 1

[silence] can you reach that light Yeah. I can see OK. If you search other networks there. Yes, hi. I have a Linksys router. Model number EA 7300. Do you need the serial number? Okay, I see a 19T and then it's one zero S, zero two nine zero zero zero nine two six, or two zeros nine two six, I'm sorry. Michael.