V2 Rubric Detail — 7887680a-7a02-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 12:50
Duration
26m 53s
Contact
George Gravett
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136158
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

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

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall35.6% (-20.4)

V2 Grader Summary

The agent correctly identified a lack of WAN IP (0.0.0.0) but provided materially incorrect technical information by claiming the EA6350 is end-of-life and lacks firmware updates, which is not supported by the KB. The call ended unresolved as the agent redirected the customer to the ISP without performing standard L1 troubleshooting like power cycling or verifying ISP credentials.

V1 Case Analysis

Customer reset EA6350 router; now no internet and IPv4 shows 0.0.0.0. Agent provided incorrect information (no Ethernet ports, UI access destroys browser, no firmware updates) and advised contacting ISP without troubleshooting modem connectivity.

Troubleshooting Steps
  • Collected serial number, phone, and email.
  • Guided customer to access http://192.168.1.1 (correct URL).
  • Attempted default admin password 'admin' (correct default).
  • Checked network status showing IPv4 0.0.0.0 (valid observation).
  • Incorrectly stated router has no Ethernet ports.
  • Misidentified model as EA6550 instead of EA6350.
  • Claimed accessing router UI would destroy browser.
Key Observations
  • Agent provided multiple factually incorrect technical statements that contradict the KB:
  • - EA6350 has four Ethernet ports (KB: EA Series routers have LAN ports).
  • - Firmware updates are automatic and supported (KB: universal_firmware_update.md states firmware is delivered automatically).
  • - Accessing router UI does not destroy browsers (KB: router access URLs are safe).
  • Agent failed to perform basic WAN diagnostics (modem power-cycle, cable check) despite 0.0.0.0 IP indicating upstream issue.
  • Agent misidentified model (EA6550 vs EA6350), undermining accuracy and trust.
  • Agent advised contacting ISP without confirming modem status, leaving customer without clear path forward.
Positive Highlights
  • Collected basic contact information (name, phone, email).
  • Correctly guided customer to router access URL (192.168.1.1).
  • Attempted default admin password 'admin' (correct default).
Agent Errors / Gaps
  • Incorrectly stated the router has no Ethernet ports (EA6350 has 4 LAN ports per KB).
  • Misidentified model as EA6550 instead of EA6350 (clear factual error).
  • Claimed accessing router UI would 'destroy your browser' (false and alarming misinformation).
  • Stated there are no firmware updates for EA6350 (contradicts KB: firmware updates are automatic).
  • Failed to perform standard WAN diagnostics: no modem power-cycle, no cable check, no modem status verification.
  • Did not verify warranty status despite discussing end-of-life implications.
  • Did not offer escalation or follow-up plan beyond 'call ISP'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent directed customer to contact ISP without resolving the no-internet issue or providing a valid path forward; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to check IPv4 address (0.0.0.0) via router UI, a relevant diagnostic step, but skipped power cycle, cable check, and modem reboot steps.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified EA6350 as older model but inaccurately claimed it was end-of-life with no firmware; path selection based on product age was attempted but flawed due to misinformation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (no internet post-reset) and used IPv4 = 0.0.0.0 to infer no WAN connection; however, misidentified model as EA6550 and failed to ask about PPPoE or VLAN settings.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used customer's access to router UI to view diagnostics (IPv4, ports), a valid tool; however, did not leverage full diagnostic data or suggest remote tools despite limitations.
T3 Not Met No misinformation conf 100%
Agent stated EA6350 is 'end of life' and has 'no new firmware', which is contradicted by the KB (universal_firmware_update.md) listing EA series as supported for automatic updates and not listing EA6350 as EOL.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and guided customer through steps, but used excessive fillers ('um', 'sir') and had unclear transitions; regained control after confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms like 'green light' and 'no internet', but introduced 'diagnostics', 'IPv4', and 'ports' without confirming understanding; attempted adaptation but with gaps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and attempted troubleshooting rather than transferring, but ultimately avoided ownership by directing customer to ISP without exhausting L1 options.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next step (contact ISP with info about 0.0.0.0 IP), which is specific; however, no timeline or follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
No escalation offered despite unresolved issue and outdated product; warranted escalation to higher tier for legacy device support or firmware verification.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted in the transcript due to lack of escalation trigger execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and professional, but offered no empathy for frustration or repeated issues; tone was transactional but not dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent matched customer’s pace somewhat and kept engagement during UI navigation, but did not adjust when customer showed confusion about browser vs. settings.
X3 Partially Met Overall experience conf 80%
Agent avoided unnecessary repetition and guided customer efficiently to router UI; however, required customer to perform all actions without offering remote alternatives.
Call Transcript43 turns · 44 lines
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. [silence]
00:00
Speaker 1
When this happened last time, did we have to reset it again when they were here? Probably. Do you remember? I feel all I remember is that guy telling us not to reset it. When you reset that thing it's fixed it so well. Yeah. But all I remember is the dude being like, oh, don't reset it, it's actually worse. Do you remember that? Yeah. But I remember normally every time it gets messed up we end up just fixing it ourselves. I know, and that's what I tried to last night, but it wasn't working, so I was like, I'll just call cuz it was like. Let me take a dime. So you're laughing. Dad. Little laugh. Dad. Hi guys. you know your dad one by by you're not my mom yes i'm i'm a honey hi i i had reset my router last night to my reset my passwords and now i'm unable to connect to the internet and i was trying to get the app and it just wasn't going through like i wasn't able to get through anything so i don't know if that'd be something you could help me with [silence] yes
04:00
Speaker 2
Hi, thank you for calling, this is G, how can I help you today? Uh-huh. Got it. Um no worries, let me see what I can do for that. Um before we proceed, may I have the serial number of your Linksys router, please? Um
05:00
Speaker 1
It is 14821, J086, 21018. Hello? Okay. Hi. Thank you. Hello? Hi. Uh oh. Hello? Hello? Um,
06:00
Speaker 2
C 1018. Got it. Let me just check on the exact units, okay? Just give me a couple of seconds. Um, Tri, may I have your phone number? Just in
06:00
Speaker 1
Yes, it is 614 753,3744. George Gravet. George, yes. Gravet. G R A V E T. Is R as in Ryan, my last name Gravett 30@ gmail.com.
07:00
Speaker 2
in case we get disconnected okay and um how about your first and last names here I'm sorry what's your first names there George and your last name can you spell that one for me please got it thank you how about your email address here mm
07:00
Speaker 1
EA 6350. uh 6350 is Patterson telephone company. Okay. Okay thank you. [silence]
08:00
Speaker 2
Okay, can you confirm, Sir, the model number of your laptices is EA6550? Mhm. Who is your internet provider, Sir? Okay, Sir, I'll just need to, um, put you on hold for a couple seconds, Sir. Just, I just need to confirm, um, one thing on your device, okay? Just stay on the line, Sir. I'll be right back. Thank you. [silence]
08:00
Speaker 1
Yes. Yes. No. I'm from them I believe. From the telephone company
10:00
Speaker 2
Hello, sir. Sir George, okay. Yes, let me just ask. Did you purchase this router from Amazon? I know what store sure you purchased this device. Can you remember? The home the telephone company I see.
10:00
Speaker 1
is what is it i'm sorry patternville telephone company no let's don't we only have one Wi-Fi no i'm sorry no i mean i just have the 5g and the 2.4 only from the links yes
11:00
Speaker 2
Your internet provider is uh "Paterson"? Okay um do you have a separate Wi-Fi sir from uh the modem? Only your linksys. Okay um what if Huh? Go ahead sir. Okay but only from the linksys. Okay
11:00
Speaker 1
green by 5 10 seconds maybe [silence]
12:00
Speaker 2
Okay, what is the status for on the light on the top of your latest router? Green. Green. Okay. So you've mentioned that you reset this router, sir. Like for how long did you reset this? More than... Mm-hmm. Five to ten seconds. I see. Okay. Oxy. Okay. Uh, did you set up a Wi-Fi name for this router before?
12:00
Speaker 1
No, the bill was in the same. It's linked us to one zero one eight underscore five g h z dot one zero one eight. Um, it just says no internet connection. Yeah. Um, I was on a laptop. Um, um, um possibly. I don't have a laptop. I have my phone. I don't know. Does that not work? Um,
13:00
Speaker 2
same underneath the device? Okay. and right now it's not working. when you connect to it. It says no internet. did you already, um, do you have a computer sure that we can wired? Uh, so that we can check on the connection to your modem? Yes, a laptop or a computer sure that is capable for uh, LAN or wired connection. Do you have? Um, no, sir, because uh, for us to confirm or to know if there is an internet issue on your, um, main source,
13:00
Speaker 1
would a would uh like a MacBook work okay give me one second I have the Mac what do I need to plug into it
14:00
Speaker 2
which is the one from your internet company, we have to connect a wired device directly to it. Wired devices are like laptops. A MacBook is sure as long as it's capable for a wired connection. Okay.
14:00
Speaker 1
No. [silence] they would need to come out and look at it.
15:00
Speaker 2
Um, can you check if there's an Ethernet port on it? No, there's no Ethernet port. I see. Okay, if that's the case, sir, then there's no way for us to check if your modem is online. So we can bypass that one, sir, but let me just set your expectation that this uh we need to check first if your modem is active or not. If not, sir, then you have to get in touch with your internet company for them to do a um checking on your modem. Possibly, yes, sir. And also, sir, let me just inform you that um your device sir or your router is already part of our uh end of life device. And, um
15:00
Speaker 1
So, okay, so it's, it's like basically getting phased out. Okay.
16:00
Speaker 2
there is no new firmware for this router, sir. so this is also one possible reason why it won't go online after a reset. yes, exactly, sir. there's no firmware for this router and if in the case there are um, uh an update from your modem or from the internet company, this router might not be able to go online anymore. there might, uh might be a firmware for their from them. anyways, sir, uh what you can do, since you mentioned, sir, that you reset your router and it's not getting internet. you can uh, use a computer, sir. connect it to your Wi-Fi network, and then we will try to see if we can go, if
16:00
Speaker 1
Okay, so do you want me to log into a computer? OK, Yeah, Due to technical difficulties. [silence] OK, I am on the I'm on the Internet.
17:00
Speaker 2
Yes, make sure that you are connected to your Linksys Wi-Fi network. [silence]
17:00
Speaker 1
where do I need to type into the into here yeah okay okay okay okay okay it says Safari can't find the server the settings yes
18:00
Speaker 2
this is Master, right? This is, it's Max there, right? OK. Open the browser on your computer. Type this number, sir, on the address bar. OK. 192.168.1.1. OK. [silence] Um, Sir, can you go to the settings of your computer? Yes.
18:00
Speaker 1
Okay. Got it. I see it. 192.168.1.1. Yes. Okay. Okay, it's saying access router.
19:00
Speaker 2
Okay. In the settings, sir, go to Wi-Fi. Okay. On the, uh, on the Wi-Fi, kindly look for details, sir. That is right beside the, uh, the name of your network, of your links. Okay. Look for the router number, sir. What's the number? That's the same address, or that's the same number I provided earlier, right? I, I gave you earlier. Can you do with the gas, sir? Make sure to put it on the address bar, the URL on the top where we typed that triple W dot or HTTP. Okay, just 192.168.1.
19:00
Speaker 1
router password. What was it, I'm sorry? admin? admin all the way. That password didn't work, but I do have another password on here for the router password. this one is cracked. Okay, it's all lower case. A D M I N. It's saying invalid router password. Can I try the other router password then?
20:00
Speaker 2
Okay can you type. Yes admin sir. Admin a lower case. Yes just admin a lower case. You can try that one sir, but make sure if uh I'm sorry try admin again later on uh make sure that it's all lower case. invalid username or password. Okay did you can you try your password your own? Yes you try sir
20:00
Speaker 1
Okay, uh that It's taking me through here. All right, so I am on I'm on here now. It's just, yes. Network status is this device check and then router and then it doesn't it's not connected to the internet. Yeah. Yes. I'm on troubleshooting.
21:00
Speaker 2
Okay. On, um, the interface. Okay, that's good. So, can you check on network status, Sher? Hmm. Not, not connected. Okay. So, can you go to the troubleshooting? [silence]
21:00
Speaker 1
got it? [silence] yeah. [silence] I see internet address. [silence] IPv4, yes, I see that. [silence] it just says 0.0.0.0. [silence] yes, I'm in status.
22:00
Speaker 2
under troubleshooting. Sir, go to diagnostics. [silence] under diagnostics, sir, go to left side. [silence] I'm sorry, right side. Look for internet address. [silence] Yes, internet address IPV4. [silence] uh, what's the numberster under IPV4? 0.0.00 [silence] OK, can you go back to Antioch this under troubleshooting? [silence]
22:00
Speaker 1
Look for what? I'm sorry. Report. Okay. I am on report. [silence] I see firmware, yes. [silence] 2.1.1.171.422. What is it? Port? [silence] Are you saying port? I'm sorry.
23:00
Speaker 2
Okay, and then um please look for report. Report, sir. Report yes, okay. Yes, first information that you will see under report, sir is firmware. Okay? Yes, um, can you provide me the version, sir of the firmware? Okay, scroll down, sir all the way to the bottom of the page and um look for for ports. Ports, sir. Yes, ports. Okay.
23:00
Speaker 1
oh yeah I see porch I do not I have an X on 10-100 nbps it's just the internet yeah [ silence ] okay I'll see you later bye
24:00
Speaker 2
Forster yes. B over T S. Forster. Okay do you have a checkmaster under one gigabyte or one GB? Uh, you don't have. Okay. Um. Do you have any x mark instead on any of the ports? Um. On which ports sir? Internet or? Internet okay. So it's still detected though uh it's not on 1GBPS. But it's actually okay sir. Cause it might be uh you're using uh Cat5 cable. So here's the thing sir. Your device it's actually using updated firmware and the ports was detected. But the problem about this. [silence] a thank you
24:00
Speaker 1
OK. should not be all zeros. What if I, it says restore previous firmware?
25:00
Speaker 2
This is your sagade or is that there's no valid IP address or no internet connection from your main source, which is your modem. So what you can do with this what you can do with this what you can do with this one sure uh you can try to get in touch with your internet provider and ask them sure if they can do something or maybe reboot uh the modem on their end. Okay. And um okay and um if in the case sure that they already did a reboot sure on their system on their uh modem and still you don't get internet connection uh you can go back to this page check sure if you have an internet address that that should not be all zero. Yes, there should be numbers on that sure.
25:00
Speaker 1
Okay, so just call the Internet service provider to have them check the modem. Okay. Okay, thank you. Okay, thank you. Bye.
26:00
Speaker 2
No, sir. I will not suggest that. It'll destroy your browser. Yes, yes, sir. Just let them know that you managed to go inside the user interface of your Linksys and the Internet address that your modem provide to your routers here is all zero, so it means it's invalid. Okay, so anyway, sure, you can call us back. You're welcome, sir. You can call us back if you need further assistance. I think this is open from 9 a.m. to 9 p.m. You're welcome, sir. Have a good day. Stay safe. Bye-bye, sir.
26:00