V2 Rubric Detail — 88c2912c-6fd0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 13:28
Duration
7m 9s
Contact
Zachary Engleking
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134597
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall16.7% (-13.3)

V2 Grader Summary

The agent failed to provide any troubleshooting or factory reset instructions despite the customer’s clear request and visible frustration. While correctly identifying the device as out-of-warranty and end-of-life, the agent neglected the required best-effort support standard by immediately recommending a new purchase instead of guiding through a reset. No ownership, empathy, or technical process was demonstrated, leaving the issue unresolved.

V1 Case Analysis

Customer requested factory reset for EA7300 per ISP instructions. Agent confirmed model/serial, stated device is end-of-life and out of warranty, but did not provide reset steps. Advised customer to buy new router from Amazon/Best Buy/Walmart. Incorrectly claimed Linksys does not sell in US. No case created. Customer ended call frustrated.

Troubleshooting Steps
  • Collected model number (EA7300) and serial number (19T10S037060679).
  • Confirmed the router has no internet connection.
  • Informed the customer that the device is end-of-life and out of warranty.
Key Observations
  • Agent failed to provide the factory reset procedure, which is a basic, documented function for the EA7300 and directly addresses the customer's request.
  • Agent made an incorrect statement that 'Linksys does not sell any devices in the US,' which is false and undermines customer trust.
  • No self-help resources, KB links, or clear next steps were offered despite the customer being out of warranty.
  • Call ended without case creation or escalation, and customer disconnected due to frustration.
  • Agent did not acknowledge or de-escalate customer frustration after multiple failed attempts to resolve.
Positive Highlights
  • Accurately captured the model number (EA7300) and serial number (19T10S037060679) from the customer.
  • Correctly identified the EA7300 as an end-of-life, out-of-warranty device based on model and age.
Agent Errors / Gaps
  • Did not provide the factory reset procedure for the EA7300, which is a standard, documented process (hold reset button 10–20 seconds).
  • Provided factually incorrect information that Linksys does not sell devices in the US.
  • Failed to offer any self-help resources or KB articles (e.g., universal_factory_reset.md) for out-of-warranty customers.
  • Did not create a case or document the interaction.
  • Did not attempt to guide the customer through the reset despite it being a simple, safe procedure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never provided factory reset instructions or any troubleshooting; closed call by suggesting customer buy a new router.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed; agent skipped reset guidance and did not verify symptoms like LED state or access issues.
R3 Not Met Correct resolution path conf 97%
Agent dismissed customer with 'buy a new router' despite OOW devices requiring best-effort troubleshooting like factory reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked for model/serial but did not diagnose the actual issue (ISP reconnection failure) or root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of KB, tools, or reset procedure; skipped required factory reset steps for EA7300 despite clear need.
T3 Met No misinformation conf 99%
Agent correctly identified EA7300 as legacy, end-of-life, and out of warranty.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent gathered basic info but failed to set expectations or guide toward resolution.
C2 Partially Met Confirmed understanding conf 87%
Used simple terms but did not adapt to customer’s frustration or confirm understanding of key steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent abdicated ownership by redirecting to purchase instead of assisting with reset.
O2 Not Met Proactive follow-through conf 96%
No specific next steps given; only vague suggestion to buy elsewhere.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted for a factory reset request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy shown; responded to customer’s 'Fuck. Okay.' with no acknowledgment of frustration.
X2 Not Met Tone & rapport conf 94%
Agent maintained detached tone despite customer’s escalating frustration and emotional state.
X3 Not Met Overall experience conf 95%
Customer repeated model and serial multiple times due to agent’s poor listening and confirmation.
Call Transcript12 turns · 14 lines
Speaker 1
Yeah, we need our our router to have a factory reset.
00:00
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, press one now. For out of warranty, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. My name is Dylan and I'm going to help you today. I'm sorry, sir.
00:00
Speaker 1
yeah, we, yeah, I need my router to do a factory reset, um, so, yeah, they they uh, the place that, like our provider, um, canceled, like we paid, but then they canceled our bottom line it's we've been on the phone with them like six, seven hours, they said that the problem is that you need to reset the router. Otherwise you need to send me a new one. and it's because they shut down our service and they're trying to get it back up, but they can't. and so they said, call links in and get it back to reset. um, we're, I would say within the last year or two. [silence]
01:00
Speaker 2
Can you repeat that one? You may know what's the problem why you need to reset your router. [silence] I see. So just to confirm with you, sir. Is this router that you have, any one? Okay.
01:00
Speaker 1
maybe two years old at most. Yeah. Dary Dinkel King? Yeah. correct. Anky King, E-N-G-E-L-K-I-N-G. Yeah. [silence] Yes. Z angular King at gmail.com. Yep. Yeah. Z angular king at gmail.com. That is correct. You must have me in the system, huh. Yeah. So it's a mr. A links A Linksys A 0 6 0 6 9. Oh, that's my wireless network. I'm sorry. Yeah, I'm sorry. My model is E A 7 3 0 0. 1 9 tealiktom 1 0 5.
02:00
Speaker 2
King at gmail.com okay I'm sorry Can you repeat that one? okay alright so now sir can you confirm to me what's the model and the serial number of your linksys router oh that's not it uh that's the that's the uh Alright so that's EA7300 How about serial number?
03:00
Speaker 1
like Sam 0370606, 9. I'll just go through one, nine. Yeah, 19T10S, 0370606, 9. nope. No, seven, nine. Just six, nine at the end. Yes, no, seven. Yep. Correct.
04:00
Speaker 2
I'm sorry. can you repeat that one for for the last time let me just repeat that one sir it's 1 9 T 1 0 s 0 3 7 0 6 0 6 7 9 Oh, six seven. okay got it sir thank you so much for confirming. all right then. Uh uh uh. Technically sir, your main issue is that it it, you doesn't have internet connection, right? may-also-know, sir, who's your Internet service provider? TDC. All right, sir. Um, okay. So, here's the thing, uh, sir Zachary, uh, I've checked here if you're using this router and just to set your expectations, the router that you have right now is actually one of our legacy router, which actually means that it's, um, it's kinda, like, an older model. And I've checked here the information you've provided me, and, uh, the router that you have is already part of our end of life devices, which means we no longer manufacture this one. And also looking at here, the device is already out of warranty.
04:00
Speaker 1
Wow, that's crazy. Because I think we got a new router not that long ago when they came in. No, that's not new. We have that one. Okay, since we moved in. Okay, then I guess it is old. So that means I have to get a new one. Okay. Okay, that sounds good. Then how do I get one today? Oh, my. All right. So you can't help me and I gotta call TDS and get a new router or.
06:00
Speaker 2
since 2018. Yes, sir. I would suggest getting a new one because this may not be able to keep up with the connectivity or the internet connection coming from our source. And this is already part of our end of life. For now, sir, we don't sell any devices in the US. So, you may consider looking for devices through online retailers or local stores. So, for online retailers, we have Amazon, Best Buy, Walmart online. Yes, sir. Unfortunately, sir. [silence]
06:00
Speaker 1
Fuck. Okay. All right. Yeah. All right, bye.
07:00
Speaker 2
All right, sir. Thank you so much for understanding, sir.
07:00