V2 Rubric Detail — 812d1914-7ef8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 20:22
Duration
23m 35s
Contact
805-704-2062
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00136963
Support Country
United States
Product Family
ROUTERS
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

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp3.21/5
Overall40.5% (-15.5)

V2 Grader Summary

The agent accurately identified the EA7500 as end-of-life but failed to conduct meaningful troubleshooting or offer best-effort solutions, leaving the customer without internet access. While communication was clear and jargon-free, the lack of diagnostic process, empathy for the customer's situation, and actionable next steps resulted in an unresolved outcome despite technically accurate EOL information.

V1 Case Analysis

Customer (EA7500) has no internet after power outage and modem swap. Agent collected model/serial, gave inaccurate support status, and offered to email a setup guide. No troubleshooting performed; customer plans to replace router.

Troubleshooting Steps
  • Collected model number (EA7500) and serial number.
  • Asked what steps the customer had already taken (power cycle).
Key Observations
  • Agent gave incorrect information that the EA7500 is no longer supported and firmware updates are unavailable.
  • No proper WAN troubleshooting was performed (e.g., checking WAN IP, cable, modem status).
  • Agent mis‑identified the model as "ea 75 100" and appeared confused about the customer's email address.
Positive Highlights
  • Collected the router model and serial number.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Provided inaccurate product support status (EA7500 still receives firmware updates).
  • Mis‑stated the model number during verification.
  • Failed to perform basic WAN diagnostics (WAN IP check, cable verification, modem status).
  • Did not discuss warranty or eligibility for support/replacement.
  • Offered only a generic guide without confirming the issue was resolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer ended call without internet restored and decided to buy a new router; no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 98%
Agent only asked what troubleshooting was done and cited EOL status; skipped essential steps like checking WAN LED, IP assignment, or physical connections.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified EA7500 as EOL but failed to provide best-effort troubleshooting (e.g., factory reset, manual setup) expected for out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions about modem-router handoff, WAN status, or IP configuration; jumped to EOL explanation without isolating cause.
T2 Not Met Appropriate tools / resources used conf 96%
Did not guide customer to access http://192.168.1.1 or check WAN settings — tools necessary to confirm connectivity state and DHCP status.
T3 Met No misinformation conf 99%
Correctly stated EA7500 is end-of-life and no longer receives firmware updates per universal_eol_firmware.md.
Communication
C1 Partially Met Clear & professional language conf 90%
Call progressed without major disruption, but agent failed to set expectations or structure troubleshooting after learning device was EOL.
C2 Met Confirmed understanding conf 94%
Used conversational tone matching customer; avoided technical jargon and responded to input naturally.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent stayed on the case and didn’t transfer, but did not take ownership of diagnosing the outage despite EOL status.
O2 Partially Met Proactive follow-through conf 90%
Offered to send guides via email but gave no confirmation of delivery time or actionable next steps for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope even if unresolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place; therefore, execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was polite but gave no explicit acknowledgment of frustration or inconvenience caused by outage and EOL hardware.
X2 Met Tone & rapport conf 91%
Matched customer’s informal pace and tone, allowing natural flow despite technical nature of issue.
X3 Partially Met Overall experience conf 89%
Avoided asking for repeated model/serial, but missed opportunity to reduce effort by guiding to admin interface or offering concrete diagnostics.
Call Transcript13 turns · 13 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. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence] We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. [silence] You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay, and we'll be with you as soon as possible. [music]
00:00
Speaker 1
Hey there, hold on just a second here. How are you? I'm good, thank you. Um, I'm calling because, uh, I have a, uh, my, um, internet account is through Spectrum and I have a, um, modem that was issued to me by Spectrum and I have a Linksys router, um, that I use. We had a power outage yesterday and since then, I have no home internet. I replaced the modem through Spectrum this morning and got it back home and hooked it up and I'm still getting no internet. So, I'm hooked up through, uh, on my laptop through a hotspot on my phone at the moment and I'm trying to, to figure out if, if the Linksys router is at fault or something else and I thought you might be able to help me. Okay, it is the model.
18:00
Speaker 2
Sure. What is the model number and the serial number of that router?
18:00
Speaker 1
Number is EA 7500 and the serial number is 18L10C6360967. 77. It is a, well, it's it's one of two, but it is probably PWOODRIN, as in Nancy, at CalPoly, C-A-L-P-O-L-Y, dot E-D-U.
19:00
Speaker 2
got it where's your I forgot ... where ...
19:00
Speaker 1
here uh-huh Cal Poly Cal Poly.com. C-A-L-P-O-L-Y.edu. C-A-L stand for California P-O-L and Y for polytechnic university C-A-L-P-O-L-Y.edu if that I don't I don't know what you're looking at but I do use another um email address and it might be that one too. I'm not sure okay good. sure uh first name is Paul P-A-U-L last name is Woodring W-O-O-D-R-I-N-G
20:00
Speaker 2
that's P-W-O-O-D-R-I-N-N at calep sorry. uh huh. uh okay, got that EDU okay. All right. That's but thank you. this one is okay. Um, What's your first name and last name is that okay? So I'll side now. Okay, God.
20:00
Speaker 1
I've unplugged I've un. I've unplugged both units. Uh let them sit for a long time plugged the um modem in until the online light was steady turned on the LynxSys router, it flashed for 30 times and then went solid white. Uh and then went to my internet um uh networks and I am not there. Okay.
21:00
Speaker 2
what troubleshooting have you done so far? Did you attempt to reset the router or what are the troubleshooting steps I should try. [silence] got it thank you let me just check the model number AE7500 [silence]
21:00
Speaker 1
Uh-huh Uh-huh I see Oh, got it All right so I so there's really nothing I can do to determine whether that router is working.
22:00
Speaker 2
all right so when i check the the model number here ea 75 100 unfortunately this model will no longer support this one it ended 2025 the firmware of this we no longer update the firmware of this so might be one of the reasons why it's not working but could could might be it's still working but it's just that we cannot support this anymore okay. well if you can still still see the wifi name it's probably working it's just not connected to the internet
22:00
Speaker 1
Okay, yeah, I found all that stuff on your website, but I wasn't able to really get anywhere. I did everything it said to do. Okay, well, thank you. I will probably just go buy a new router. Okay, thanks for your help, man. I appreciate it. All right, bye.
23:00
Speaker 2
and to connect it to the internet, you might need to set up the router. I can send you some troubleshooting guide, also a setup guide, your email. Yeah, okay. All right.
23:00