V2 Rubric Detail — 7ae45102-7940-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:42
Duration
5m 44s
Contact
David Miller
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#EOS00135949
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA7400
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall61.6% (-14.3)

V2 Grader Summary

The agent accurately identified the EA7400 as end-of-support and recommended a factory reset as a best-effort step, providing technically correct information. However, no meaningful troubleshooting or diagnostics were performed to confirm the root cause, and the issue remained unresolved. The outcome is Partial Resolution due to clear next steps but lack of resolution or confirmation.

V1 Case Analysis

Customer reports website access failures on EA7400 router. Agent confirmed model is end-of-life with no firmware updates, recommended factory reset (hold reset button 30 seconds), and directed to support.linksys.com. No verification performed.

Troubleshooting Steps
  • Confirmed router model (EA7400).
  • Explained the router is end-of-life and no longer receives firmware updates.
  • Provided accurate factory reset instructions (hold reset button for 30 seconds).
  • Directed customer to support.linksys.com for setup guidance.
Key Observations
  • Agent correctly identified the EA7400 as end-of-life with no firmware updates (supported by KB: EA series EOL status).
  • Factory reset instructions were technically accurate: holding the reset button for 30 seconds is correct per universal_factory_reset.md for EA series routers.
  • Agent provided the correct support URL (support.linksys.com) and model-specific guidance.
  • No verification of the reset outcome was performed before call closure.
  • Agent did not offer escalation, paid support, or additional self-help resources despite the device being out-of-warranty.
  • Minimal empathy and call closure; customer frustration was not explicitly acknowledged.
Positive Highlights
  • Correctly identified the EA7400 model and confirmed it is end-of-life with no firmware updates (accurate per KB).
  • Accurately explained the function of the blue button as WPS (timestamp [02:00]).
  • Provided technically correct factory reset procedure: holding the reset button for 30 seconds (timestamp [04:00]).
  • Directed customer to the correct support URL: support.linksys.com (timestamp [04:00]).
  • Efficiently diagnosed the likely root cause (outdated firmware blocking modern sites) without unnecessary steps.
Agent Errors / Gaps
  • Did not verify whether the factory reset resolved the website access issue before ending the call.
  • Failed to offer a clear support path for an out-of-warranty device beyond self-help (e.g., no mention of paid support, replacement options, or email follow-up).
  • Did not confirm whether the customer could access the web interface or had necessary credentials for reconfiguration after reset.
  • Limited empathy and poor call closure; did not summarize next steps or confirm customer readiness to proceed independently.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated the EA7400 is end-of-support and cannot guarantee a fix; the customer's website-blocking issue was not resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the model and suggested a factory reset but did not perform diagnostic checks (e.g., verify settings, test connectivity, check parental controls) before concluding firmware was the cause.
R3 Met Correct resolution path conf 90%
Agent correctly recognized the EA7400 is end-of-life and recommended a factory reset as the appropriate best-effort step for an out-of-support device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent jumped to a conclusion that firmware was the root cause without probing specific symptoms, DNS, parental controls, or admin interface before declaring the device 'end of life' as the cause of website blocking.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools (remote session, admin dashboard, modem/WAN test, logs) were used; agent relied solely on customer description and KB knowledge without validating router state.
T3 Met No misinformation conf 95%
All technical guidance (WPS button function, lack of firmware updates for EA7400, factory reset procedure) was factually correct and consistent with documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent guided the interaction, set expectations about router status, maintained control, and closed politely.
C2 Met Confirmed understanding conf 90%
Language was simple, avoided jargon, confirmed understanding, and adapted to customer's technical level.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from contact to close, provided troubleshooting steps, and did not transfer the call.
O2 Partially Met Proactive follow-through conf 80%
Agent gave a next step (factory reset) but did not specify a timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and professional but offered limited empathy (no explicit acknowledgment of customer frustration).
X2 Met Tone & rapport conf 90%
Agent maintained a calm, friendly tone that matched customer's pace and checked understanding.
X3 Met Overall experience conf 90%
Agent gave direct reset instructions and a KB link, avoiding unnecessary repetition or extra steps.
Call Transcript10 turns · 11 lines
Speaker 1
Yes. Hi, um I'm having troubles. Um, I have a Linksys router, part of my system. I um talked with my internet service provider spectrum. They did a diagnostic on my equipment told me my modem was fine. Um, they asked me to connect directly from my modem to peek to my PC and that resolved the issue.
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, 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. I thank you for calling Linksys. My name is Vann and I'm going to help you today.
00:00
Speaker 1
So they told me that something in my router is blocking websites. I can get through a couple of websites, but most websites, it says error connection refused. Is there something you can do to help me determine if the router is causing this issue? It is EA 7400. Yeah. David Miller. We did unplug it. We reset it. [silence]
01:00
Speaker 2
Mm-hmm. Mainly what's the model of your router? to confirm it's a EA-7400. Is that correct? All right. Can I know may I know who am I currently speaking with as well? David Miller. Have you done any changes so far to your Linksys router?
01:00
Speaker 1
my my my wife said that at one point, she also pressed another button on the back. it's a blue button and I'm not sure what its function is.
02:00
Speaker 2
Uh-huh. Uh-huh. All right. Thank you so much for that one. So that blue button is what we call a WPS function. The purpose of that one is to connect wireless devices like printer, cameras that also has a WPS function without you manually putting in passwords. So in this case, your Linksys router, since this is an older model, doesn't get any kind of updates anymore in regards to its firmware. So there's a possibility that in terms of any sites that you may be accessing right now, especially if it's a much more modern modern website, it may be blocked due to its firmware no longer being updated. So your last possible troubleshooting step that you may need to consider, David, is a factory reset. If you perform a factory reset. reset, you will need to set up the router all over again from scratch, treating it like it's your first time having the router at all, since usually a factory reset resolves the current issue where websites don't open for uh to why they should be open in the first place. in other words, if you perform a factory reset, it may currently resolve the issue. However, please do take note that the current model that you also have, the EA7400, has already been considered as an end of life and an end of support unit which means it's no longer being supported by Linksys. In this case, we can no longer assist you much more further. once again, you may consider a factory reset, but we cannot guarantee that it may fix the problem.
02:00
Speaker 1
I don't recall exactly what I had to do in the first place. Okay. Okay. Um, the factory reset, is that something I can do or you can do, or how does that happen? Okay.
04:00
Speaker 2
yes. There is a guide for it. And all you have to do is to search for EA Linksys series guide because all EA series have the same setup guide for it. You can also visit our website, which is support.linksys.com and also search for the model number EA7400 to also get its step-by-step configuration for it. A factory reset is just holding the reset button at the back of your router for 30 seconds. Once 30 seconds has passed, you let go of the reset button, and it considers it that it's your first time setting up the router all over again.
04:00
Speaker 1
All right. I think I understand. It's firmware is not being updated, router's end of life. If factory reset may resolve the issue, but I'll have to do a complete setup again. And you gave me information. okay. okay. No, I don't think so. Thanks for your help. Thank you. Bye.
05:00
Speaker 2
That is correct. But you can still use the same uh you can still use the same wi-fi name and wi-fi password. So you can just recycle information. All right. Is there anything else? All right. Thank you so much for calling Linksys. Take care and have a great day as well. Bye-bye for now.
05:00