V2 Rubric Detail — 829b4158-6518-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 22:05
Duration
11m 30s
Contact
Corbin Smith
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133040
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300 No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall69.0% (+12.9)

V2 Grader Summary

The agent followed correct reset procedures and appropriately handled the out-of-warranty context, but failed to fully troubleshoot or confirm resolution. Despite demonstrating ownership and communication skills, the lack of diagnostic depth left the customer without restored service, resulting in an Unresolved outcome.

V1 Case Analysis

EA7300 V2 blinking, no internet. Advised factory reset (20 sec, longer than KB-recommended 10–15 sec), did not confirm LED stabilization or internet restoration. Informed out-of-warranty, offered paid support or email; customer chose email. No technical resolution confirmed.

Troubleshooting Steps
  • Advised power-cycle and factory reset (hold reset button ~20 seconds, longer than KB-recommended 10–15 seconds)
  • Instructed to wait ~2 minutes for router to boot and observe LED status
  • Collected device information and warranty status
Key Observations
  • Agent instructed 20-second reset ([05:00]–[06:00]), contradicting EA Series KB guidance of 10–15 seconds for factory reset.
  • Failed to confirm LED status or internet restoration after reset ([07:00]); customer stated 'it's not blinking anymore,' but agent did not verify solid online state.
  • Prematurely offered paid support ([08:00]–[10:00]) before confirming basic troubleshooting outcome, despite customer already performing reset.
  • Warranty status clearly communicated and documented ([08:00]).
  • Customer expressed uncertainty about Wi-Fi name restoration ([09:00]); agent provided partial clarification but did not guide reconnection or setup steps.
Positive Highlights
  • Collected model, serial number, customer name, email, and ISP information early in the call ([01:00]–[03:00]).
  • Created and cited HappyFox case number (133-040) during the call ([07:00]–[08:00]).
  • Clearly communicated out-of-warranty status and provided self-help options ([08:00]–[10:00]).
  • Respected customer’s decision to decline paid support and committed to sending email with steps ([11:00]).
Agent Errors / Gaps
  • Provided incorrect reset duration: instructed 20 seconds ([05:00]–[06:00]) vs KB-recommended 10–15 seconds for EA7300 V2 factory reset.
  • Failed to verify router status after reset: did not confirm solid LED or internet connectivity despite customer reporting ongoing blinking ([07:00]).
  • Prematurely offered paid technical assistance ([08:00]–[10:00]) before completing basic troubleshooting or confirming issue persistence.
  • Did not confirm or guide reconnection to default Wi-Fi network after reset, leaving customer uncertain about SSID restoration ([09:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not restore Wi-Fi or confirm internet connectivity; only offered email instructions or paid support without resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent instructed a 20-second reset and 2-minute wait, but skipped essential steps like checking WAN cable, power cycling modem, or verifying LED status post-reset.
R3 Met Correct resolution path conf 96%
Agent correctly identified device as out-of-warranty and offered appropriate options: AI tool, email steps, or paid support — aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified blinking LED and no Wi-Fi, asked about reset duration, but failed to diagnose root cause (e.g., modem issue, WAN connection) or verify resolution.
T2 Met Appropriate tools / resources used conf 94%
Agent used correct reset procedure from KB and offered AI tool; no advanced tools (e.g., remote session) were necessary or feasible for this scenario.
T3 Met No misinformation conf 97%
Instructions to hold reset for 20 seconds match universal_factory_reset.md guidance for EA series; no technical inaccuracies in reset procedure provided.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent interrupted customer multiple times (e.g., 'I’m so sorry to cut you') and did not set clear expectations until late in the call.
C2 Met Confirmed understanding conf 92%
Agent used plain language, asked customer to check Wi-Fi name on phone, and confirmed understanding before proceeding.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the call, performed troubleshooting, created a case, and offered to send follow-up email — demonstrated ownership without transfer.
O2 Met Proactive follow-through conf 95%
Agent clearly stated she would send an email 'in a minute or two' and explained three support options with realistic timelines.
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 was performed and none was warranted — issue was within agent scope despite OOW status.
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 89%
Agent apologized for interruption but did not acknowledge customer’s frustration about recurring issue or extended downtime.
X2 Met Tone & rapport conf 91%
Agent matched customer’s conversational pace, used confirmations ('Mm-hmm'), and maintained engagement throughout.
X3 Partially Met Overall experience conf 90%
Customer had to repeat reset attempt and wait without real-time guidance; agent could have reduced effort by sending KB link immediately.
Call Transcript19 turns · 21 lines
Speaker 2
beep 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.linxuss.com. Please have your device serial number ready for assistance. 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. Please select from the following options for in warranty products. Our support team is available to help with performance and hardware issues. Please have your device serial number ready for assistance. Press one. Now for out of please have your devices serial number and contact information ready if unavailable. Kindly call back later for out of warranty product, paid support options [silence]
00:00
Speaker 1
uh yeah my uh router's just been blinking for like two hours and no Wi-Fi's uh yeah I have no um Yeah so something like that for like an hour and a half two hours uh uh uh yeah so the model number is EA7300 V2 and then the serial number is 19T 1088042.
01:00
Speaker 2
Hi. Thank you for calling Linksys Technical Support. My name is Ellie. How can I help you today? So you have no Wi-Fi for two hours? Uh-huh okay for us to proceed with some troubleshooting sir can you give me the model number and serial number um of your link Okay? And the serial number? [silence]
01:00
Speaker 1
2 0 C 6 7 9 0 0 5 5 1. Mm-hmm. Mm-hmm. Yeah. Yep. K. Uh, Corbin Smith. C, yep. or be I M Um, uh Corbin W Smith 11@gmail.com. Um, not I'm pretty sure it's spectrum, I think, but I'm not totally sure. Yeah, it's it's just blinking like the Lake's is label is blinking. Just blinking why. So, um.
02:00
Speaker 2
email address, Sir Carbin? Okay, thank you so much. And who is your internet service provider, Sir Carbin? [silence] And right now, it's okay. But can you tell me, sir, if you can see any LED light coming from the router? Okay. So just blinking lights.
03:00
Speaker 1
Sorry, what? Mm. Yeah, it's, I have no internet. So there's no internet connection. Okay. Yeah. I mean, this has happened before, but it just, it usually just comes back in like 10 minutes, so. I mean, we, we did this. Sorry, what? Um, I tried to unplug it, leave it there for 30 seconds, then plug it back in, and then I tried to reset it, and every time it just blinks.
04:00
Speaker 2
And like, can you check, sir? From your phone, if you can, yeah, can you check from your phone's Wi-Fi connection if you can see your network name? Okay, I see. And what are you – oh yeah, I'm so sorry to cut you because I was actually about to ask like, what have you done so far? [silence] Okay. [silence]
04:00
Speaker 1
Uh, just did what they recommended was, 10 to 15 seconds. Mhm. Mhm. Yeah.
05:00
Speaker 2
You ma- mentioned, sir, that you reset the router. How long did you press the reset button? [silence] Okay. Give me one moment. [silence] Okay. [silence] Um, sir, can you please uh try to reset again the Ea7300 since you have already performed a reset, but for this time, press and hold the reset button, not just for 15
05:00
Speaker 1
Okay. Okay. Yep, I'll just keep holding it. What'd you say? That's about 20 seconds. All right.
06:00
Speaker 2
or 10 seconds, but press and hold it for about 20 seconds. Do not- yeah, do not let go of its reset button if it's not yet- um- 20 seconds.
06:00
Speaker 1
Yeah, it's, it's just, it turned off and turned back on. It's just blinking again. Hello? Okay. Oh, it's, it's not blinking anymore. Okay. Okay. Okay.
07:00
Speaker 2
Okay. Yeah. So, if it's um, start blinking right now, so just I'll leave it like that for a moment. Because it's I yeah, because it's still trying to boot up and it's still trying to connect directly to your modem. Uh, and also right Okay. So, yeah. Uh, let's give it for um, about two minutes and then after that try to reconnect it again. If you notice that the LED light coming from the router um, is still solid. Okay? Okay. And by the way, Sir Corbin, I just finished creating the record. So the ticket number for this conversation will be 133-04 0. [silence] or if you happen to need to needed our assistance, just give your phone number or your email address and the next representative can easily pull up your record. And by the way, um, Mr. Corbin, I just also really want to let you know, um, that uh your router is actually already also out of warranty. I forgot to tell you that earlier. Um, but um, if you if you need to call us back in the future, um, we will be providing you some options. So the first option here, Sir Kirby, if you need a technical assistance, there is a support.Linksys.com. There is an AI tool agent there that can help you and can provide some troubleshooting instructions.
07:00
Speaker 1
Okay. Okay. Okay. Question, so, so is my, is my Wi-Fi going to, like my Wi-Fi name going to come back or is it just this Lixus, uh, 5G thing? [silence]
09:00
Speaker 2
The second thing is that to get a technician to help you out for other trouble shooting, is that, um, you need to pay $[REDACTED_PAYMENT_DIGITS] to have a technician for a one-hour support. But if we happen to discover that your device, sir, is defective, then there will be no replacement or any follow-up session. Now, the third option for out of warranty device, sir, is, um, we can send you actually an email with all of the troubleshooting steps that you need. Uh-huh. But, uh, yeah, right now, sir, that is the only thing that I can help you on resetting the router, properly. But if you, uh-huh. [silence]
09:00
Speaker 1
Okay, so it won't it won't sorry. What? Yeah, I'm okay. I can figure it out. Um, like, do you, like are you asking me if I wanna pay the $15?
10:00
Speaker 2
it will go um it will go back to the default wifi name. if... but if you want to c... Mm. But if you want to customize it, sir, um, and if you need an assistance or a technical assistance over the phone, and if you want me to stay and walk you through, then you'll have to pay the $15, but I can send you an email on how to customize it. Okay. I'm... Sorry. So, uh, yeah, um how would you like us to proceed, sir, regarding with this one, um, with your EA7300? I don't know, um, on, um, on the three options, like, um, which of those three, because, uh, if you don't want to pay the $15, then, of course, um, we do respect that. But, uh, yeah, of course, you can actually also use the... or take advantage.
10:00
Speaker 1
Yeah, I mean, you can just email it to me if you want. OK. You too.
11:00
Speaker 2
With the AI tool agent on the website, of course. Okay. So yeah, I'll be sending you the email for Corbin after this call. Just give me a minute or two, okay? Okay. Thank you so much, sir. Have a good one, okay? Bye for now.
11:00