V2 Rubric Detail — 824161c0-7737-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 23:32
Duration
27m 37s
Contact
James
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135881
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500 - no internet

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution4.06/5
Technical0.94/5
Communication1.25/5
Ownership3.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall53.0% (+25.0)

V2 Grader Summary

The agent took ownership and recommended replacement for an old router, which aligns with OOW expectations, but provided materially incorrect technical guidance (pink light, 5-press on EA7300) and failed to use basic diagnostic tools like the router interface. Troubleshooting was incomplete and customer effort was not minimized, preventing a full resolution. Outcome is Partial Resolution due to lack of diagnostic validation despite reasonable path.

V1 Case Analysis

Customer reports EA7300 router with solid orange internet LED and no internet connectivity. Modem is online. Agent performed multiple resets including invalid 5-press method, no Ethernet test or WAN status check. Concluded hardware failure and advised replacement without escalation or RMA guidance.

Troubleshooting Steps
  • 30-second factory reset of router
  • Power cycle of modem and router
  • Invalid 5-press reset method
Key Observations
  • Agent incorrectly instructed a 5-press reset on an EA7300 router, which is not supported on EA series routers and is not a factory reset procedure (KB violation per universal_5press_models.md).
  • No basic WAN diagnostics were performed: no Ethernet speed test to modem, no WAN status check in router interface (KB violation per universal_escalation_guide.md Step 1).
  • Agent prematurely concluded hardware failure without ruling out configuration or ISP-side issues, and did not attempt to access the router web interface at http://192.168.1.1 or http://myrouter.local (KB violation per universal_escalation_guide.md).
  • Agent provided misleading warranty information by stating the router is 'already seven years old' and implying no support path without confirming warranty status or offering paid support clearly (KB violation per universal_escalation_guide.md).
  • Agent offered a non-official Dropbox link instead of directing to support.linksys.com or a KB article (KB violation per linksys_cloud_account.md and universal_support_contacts.md).
Positive Highlights
  • Collected model number (EA7300) and serial number early in the call ([04:00]-[05:00]).
  • Confirmed customer name and email for case documentation ([05:00]-[06:00]).
  • Performed a full power cycle of both modem and router, following correct sequence (modem first, then router) ([12:00]-[16:00]).
  • Attempted factory reset using correct 30-second hold method for EA series ([07:00]).
Agent Errors / Gaps
  • Advised 5-press reset method on EA7300, which is not supported on EA series routers (ACCURACY violation per universal_5press_models.md).
  • Failed to perform basic WAN troubleshooting: no speed test via Ethernet to modem, no check of WAN status in router interface (PROTOCOL and EFFICIENCY failure per universal_escalation_guide.md Step 1).
  • Incorrectly stated that the 5-press method applies to EA7300, contradicting KB documentation.
  • Did not attempt to access router web interface at http://192.168.1.1 or http://myrouter.local to diagnose connection status (ACCURACY and PROTOCOL failure).
  • Provided misleading warranty information: claimed the router is 'already seven years old' without verifying warranty status, and implied no support path without offering paid support option clearly (PROTOCOL violation per universal_escalation_guide.md).
  • Offered non-official Dropbox link for product info instead of official Linksys channels (violation of support policy per linksys_cloud_account.md and universal_support_contacts.md).
  • Concluded hardware failure without completing standard diagnostics, leading to premature abandonment of troubleshooting (EFFICIENCY and RESOLUTION failure).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Agent concluded the router was defective and recommended replacement as the best available outcome for a 7-year-old out-of-warranty device.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets and power cycles but did not verify WAN status, ISP settings, or test the modem directly; skipped key diagnostics like checking router interface.
R3 Met Correct resolution path conf 90%
For a 7-year-old out-of-warranty EA7300, recommending replacement was appropriate; agent avoided false repair promises and followed OOW best-effort troubleshooting before concluding hardware failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified symptom (orange flashing LED) and model, but failed to ask about ISP type, PPPoE, or WAN status; no logical progression to isolate cause between modem, router, or configuration.
T2 Not Met Appropriate tools / resources used conf 90%
Did not direct customer to access http://192.168.1.1 to check WAN status, firmware, or logs — a basic diagnostic tool available for EA series; relied solely on LED interpretation without verification.
T3 Not Met No misinformation conf 100%
Told customer the router should 'turn pink' after reset (no such state in KB); incorrectly advised 5-press method on an EA7300, which is explicitly excluded from 5-press support per universal_5press_models.md.
Communication
C1 Not Met Clear & professional language conf 85%
Frequent unexplained silences, poor time management (e.g., 'I'll be back in three minutes'), and lack of clear structure or transitions; lost control of call flow repeatedly.
C2 Partially Met Confirmed understanding conf 75%
Used simple terms but gave confusing instructions (e.g., 'press and release five times' after failed 30-second hold); did not confirm understanding when customer repeated same issue.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, attempted multiple steps, and did not transfer or abandon; took ownership despite technical missteps.
O2 Not Met Proactive follow-through conf 80%
No specific next steps provided (e.g., where to buy, warranty details, setup guidance); vague link promise ('I'll send you the .') was not fulfilled or scheduled.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact — no prior case history or handoff context to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — issue was with an out-of-warranty device exhibiting likely hardware failure after basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Offered apologies and expressed hope ('I crossed my finger'), but empathy was superficial and not tied to customer's effort or frustration.
X2 Not Met Tone & rapport conf 80%
Customer showed confusion and repeated issues, but agent repeated same instructions without adjusting tone, pace, or method; failed to reframe or simplify.
X3 Not Met Overall experience conf 85%
Had customer perform multiple redundant resets and power cycles without using tools to avoid repetition; increased effort unnecessarily.
Call Transcript47 turns · 50 lines
Speaker 2
welcome to linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, please press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. If you choose to not continue with live support, you may choose from our list of supported products, [silence]
00:00
Speaker 1
Yes, this is Sonya. Yes, um, so we have, um, um, it's a router. And by, by this company or this, yeah, I guess. And it's been, I have never had issues, except today that it's not working or connected to my, with my cable company. So I already called the company, um, I have
01:00
Speaker 2
at linkss.com. You can also connect with other users for tips and guidance at reddit.com slash or slash Linksys. Thank you for calling Linkses. My name is Nathan. I don't know who I'm speaking with. Sonia. Yeah, Sonia, how can I help you, Sonia? Mhm.
01:00
Speaker 1
company, the cable company, no, I'm sorry, the internet company, not the cable because I don't have cable, the internet. And we did everything on their end like, uh, you know, like, they fix it, they tried to get connected, but the only thing is the router is not responding to nothing on the, internet company. So that's what I'm calling today to see if, um, if there's anything that you guys can help me. Okay, yes, the internet is not connected. I tried to connect my phone. You know, when you get home, 'cause I only have, um, internet. I don't have, um, any other cables or something.
02:00
Speaker 2
What do you mean that it is not responding? What are you trying to do? Are you trying to connect a TV, trying to connect a computer, are you going to the internet? [<silence>]
02:00
Speaker 1
Something. So, basically, my phone, my TV, my computers, I only have one, uh, is connected to the internet. So, I call the company from the service that I have. And they check the the all the their system, which the box that they have from them, and is working. But they said, you know what, Nico? We'll try to connect, um, with the router, but it's not responding. So, I try one thing first with the company to see if they can help me, maybe with the internet or maybe issues, but it's not. So, now I'm calling you guys to see if you guys can help me out to see what's going on with my please.
03:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] sure I can do that [silence] give me the model and the number [silence] model and serial number of the router
03:00
Speaker 1
Yes, the modem, yeah, you got it, the modem is working, everything is fine, it's online, it's uh, but the one isn't responding. okay, what do you need? Oh, oh, I got you, I got you. Yeah, okay. The serial number, are you ready? 1-9-T-1-0-S-0-4-9-0-6-5-8-7. That is the serial. Yeah, the model, the model, uh-huh, is E as in Edward, A.
04:00
Speaker 2
show this. [silence] all right. [silence] do you see the model?
04:00
Speaker 1
As in apple. Number 7300. They call it on the um on the on the on the all you say on the router right? It's they're both they're green and the other two are flashing in orange. Sonia S O N I A and las name is
05:00
Speaker 2
All right. Tell me, what is the color of the light on the router? Is it blue? Black? Red? Red. All right. I got it. Sonia, let me create a case ticket for you. What is your full name? Hmm.
05:00
Speaker 1
Es Briseño? Diaz and boy R is E N oh. Yes. Yes. The email is Sam. E-S-A-M underscore briso. E-R. 72 at hotmail.com There's an and.
06:00
Speaker 2
Do you have an email, Sonia? Your last name, Brisonio, is it an aye or just an N? It's not an aye, right? OK. Now, I need you to go to your router, turn it upside down. There is a reset button at the back. And then press. Unhold it for 3- 0, 30 seconds. The red one. I think it's the red one
06:00
Speaker 1
16. 27. 28. 930. were with me, watering. Okay. The wallet that says reset. Right? How can you read one? Well, I'm trying it and everything's turned off. Okay. Yes. Okay.
08:00
Speaker 2
Yes, I'm here, I'm waiting for you. [silence] You're there?
08:00
Speaker 1
They're off. They're back. I still see they're still flashing in orange. Yeah. They still, they still, the one that says internet is one in green and one in orange. And the other one there's it's orange. Yes. And the other one it says, It's the Ethernet. I guess.
09:00
Speaker 2
wait for it wait for it tell me the color of the light very sorry all right [silence]
09:00
Speaker 1
and is green. Uh-huh.rene is when is orange And that they're flashing. laughter Yes, the one in the internet, yes. It's an orange and it's flashing. Yeah. I'm sorry, I'm sorry. What happened? oops. Do you want me to turn it off? Okay, let me turn it off. Okay, I turned it off. Let me turn it back. Oh, sorry. Okay, it's off. Yes. I'm sorry.
10:00
Speaker 2
Yes. That's okay. The orange. The orange is the one that internet, right? Thank you. Turn it off. The link system, turn off the link system. Turn off the link. Yes. Just off. Do not turn on. Wait for me. I'll do the timing. I will. I have a. Timer on my side.
10:00
Speaker 1
Yeah, turned off. Let me just connect a bit. Okay, I did disconnect it. Oh, I'm sorry. Okay.
11:00
Speaker 2
No no turn off the power unplug the power that is.
11:00
Speaker 1
I think it's off, no? Yeah, there's no power in both. [silence] Yep.
12:00
Speaker 2
No power on the modem, no power on the Linksys, correct? Okay. Wait three minutes. [silence] Let's wait three minutes. I will be back in three minutes.
12:00
Speaker 1
uh-huh yes okay can you hear me now i
13:00
Speaker 2
one minute more. and stay with me. all right. Now turn on the modem only. Do not turn on the thingists, just the spectrum modem. Power.
13:00
Speaker 1
OK, so looks like it's on because I have the two lines, the blue, the power, and the online. Hmm. [silence] Are you there ah okay the model is it's they both uh blue Okay Okay uh-uh okay the power is there My God Oh okay Bye it's
14:00
Speaker 2
[silence] [silence] tell me what is the status of the modem [silence] [silence] the the [silence] all right turn on the Lynx now power the Lynx.
16:00
Speaker 1
Okay, where the cable connected to the internet in the router? It's, one is green and the other one is orange. Okay, and the other one is also, oh, okay, it's kind of like still blinking or flashing. Two. Yeah, the still orange. 092 OK. There is a blue. OK. When it's a reset, the the the bottom right there, it's red, but on the side, kind of like on the side, it's a blue one, because this one, the reset button, the red one, is kind of like inside in the machine. So I just press then. So you wanted to press that one, the red one.
17:00
Speaker 2
Can you press the reset button again and hold it for 30 seconds? It should turn pink. One more time. Mhm. Mhm. Yes. Yes. [silence]
18:00
Speaker 1
Oh ya va okay so ya I just did that do you want me to do it again yes okay here we go one more time here we go 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 here we go I did it okay
19:00
Speaker 2
Yes, the blue one is to connect it if the router is already working. If the router is not working, you want to set it up the way you're doing right now. You need to press the reset button, the red one, and hold it for 30 seconds. I believe that is what we did, right? Press the reset button, the red one for 30 seconds. We did that one. Three zero 30 seconds. Yes, straight 30 seconds. [silence] Tell me the code.
19:00
Speaker 1
orange orange Okay. Sorry. No, orange.
20:00
Speaker 2
[silence] Still orange, right? Is still orange. It didn't turn pink. Okay. Can you press and release, do not hold. Press and release the reset button once per second?
20:00
Speaker 1
Okay. Okay, here we go. Okay, here we go. One, two, three, four, five. Okay, I did it. Uh it's the orange is the orange is there still blinking. Orange. Mhm.
21:00
Speaker 2
Press and release once per second and do it five times. What happened? Did it blink? All right. All right. Wait one minute. Let's do one more step.
21:00
Speaker 1
OK. Yes, sir. All right. OK. So you want me? Mm-hmm. OK. Turner, I disconnected from the power. And all is... Uhh-huh. Yes, yes. Yes. OK. OK.
22:00
Speaker 2
Orange still orange. All right. We're gonna do unplug or turn on turn off the router. Ten steps follow my instructions. I need you to unplug the power of the router. Unplug the power of the linksys and tell me when done. Mm-hmm. Off. Okay. 71.1 two three plug the power back. Mm-hmm.
22:00
Speaker 1
okay the power's back plug the power uh unplug yeah i did unplug unplugging
23:00
Speaker 2
All right. Five. Four. Three. One. Zero. Unplug the power. Okay. One. Two. Three. Four. Five. Four. Three. Two. One. Zero. Okay. And plug the power.
23:00
Speaker 1
Hey, man. This is Pat. hey weight sum. done. done.
24:00
Speaker 2
[silence]-ing.
24:00
Speaker 1
I connected already. Yeah. Oh. Okay, let's see. Uh, no, sir. Still in orange.
25:00
Speaker 2
All right, let's wait two minutes. Now, if it's still orange, Sonya, the route is broken or defective. I hope we can recover this one. I crossed my finger. I hope it's great. Give me the color. All right. Sonya, follow this the route is already broken. There's nothing we can do with this.
25:00
Speaker 1
Mm-hmm. Yeah. OK. Yeah. And then, OK, and this one, where should I buy this one? I thought about it. OK.
26:00
Speaker 2
We tried we tried the reset we tried the power cycle we tried the pipe press and then the turn on and off that was the last one still orange it still didn't work right you may need to replace the router Sonia and I apologize that thing I can do with this one we tried at least right oh by the way your router is already seven years old seven years old so at least you've been the day of light is a good one. Okay, you can go to Best Buy or Amazon go for MX 2000 or MX 4200 is not expensive is around 50 to 70 or not more than $100. Don't spend too much on routers it will go obsolete after five years. Okay and it be while [silence] there's a Bird model and there's a cube model I'll give you a link dropbox I'll send you the . [silence]
26:00
Speaker 1
Okay, okay. Okay, okay. Okay, all right, I'll check it out. Thank you. Thank you. Thank you. Oh, that's true. All right, thank you, bye-bye. Bye-bye.
27:00
Speaker 2
lenses, you will have a. 2 years warranty and for the hardware, and for the phone support, you can call us anytime. there is no. no limit for the warranty for the phone. if it-slinks. alright? alright. I hope you have a good day, sailing yeah? and happy fourth of july. I hope you enjoy the day. goodnight. bye-bye. well.
27:00