V2 Rubric Detail — 8a80f774-798f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 23:08
Duration
30m 36s
Contact
Aco Sikoski
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00136101
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7400_Wireless Connection Issue

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall15.8% (-6.2)

V2 Grader Summary

The agent identified the router model incorrectly, refused to perform any troubleshooting, and directed the customer to a website, resulting in no resolution. No meaningful diagnostic steps, tool use, or empathetic communication were provided, leading to an unresolved outcome.

V1 Case Analysis

Customer (ACO Sikorsky) called to verify dual-band (2.4/5 GHz) support and configuration on EA7671. Agent misidentified model as EA7400, incorrectly stated it was end-of-support, and refused technical assistance. Directed to support.linksys.com without specific guidance.

Troubleshooting Steps
  • Collected serial number and customer contact information.
  • Incorrectly identified router model as EA7400 instead of EA7671.
  • Incorrectly stated the device is end-of-support.
  • Directed customer to support.linksys.com without specific instructions.
Key Observations
  • Agent misidentified the router model as EA7400 (stated at [27:00]) instead of EA7671, which is a supported EA series model per KB.
  • Agent incorrectly claimed the router is end-of-support, contradicting the KB (EA series routers are supported).
  • No troubleshooting steps were performed to verify or configure 2.4 GHz/5 GHz bands, despite the issue being within scope for basic support.
  • Agent failed to guide the customer to access router settings (http://192.168.1.1 or http://myrouter.local) to verify Wi-Fi bands, as outlined in the EA series setup KB.
  • Agent did not explain how to separate 2.4 GHz and 5 GHz SSIDs, which is standard guidance in the KB for EA series routers.
Positive Highlights
  • Collected serial number, customer name, email, and phone number accurately.
Agent Errors / Gaps
  • Incorrect model identification (EA7671 → EA7400) at [27:00]. EA7671 is a valid, supported EA series model per KB.
  • Falsely stated the router is end-of-support; EA series routers are supported per KB.
  • Refused to provide any technical support based on incorrect model and support status.
  • Failed to guide the customer to access router settings (http://192.168.1.1 or http://myrouter.local) to verify Wi-Fi bands, as outlined in the EA series KB.
  • Did not explain how to separate 2.4 GHz and 5 GHz SSIDs, which is standard guidance in the KB for EA series routers.
  • Gave no actionable steps beyond a generic website link, leaving the customer unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent refused technical assistance due to EOL status and did not verify or resolve the dual-band configuration issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were executed; agent did not guide customer through accessing router settings or checking band separation.
R3 Not Met Correct resolution path conf 95%
Agent determined the product is end-of-support and refused to attempt any best-effort troubleshooting, contrary to OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not ask about current Wi‑Fi settings, SSIDs, or how the customer had tried to verify dual‑band operation.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use or suggest accessing http://myrouter.local or http://192.168.1.1 to check Wi-Fi settings, despite this being standard procedure for EA series.
T3 Partially Met No misinformation conf 88%
Agent correctly stated dual-band support but misidentified model (EA7400/EA7450) and gave vague, partially inaccurate guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent keeps the call moving but provides confusing, contradictory information and does not set clear expectations.
C2 Partially Met Confirmed understanding conf 84%
Language is simple, but the agent’s repeated mis‑naming of the model and abrupt hand‑off to a website shows limited adaptation to the customer’s need.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately defers responsibility, tells the customer “we can no longer provide technical assistance,” and does not attempt to resolve the issue.
O2 Partially Met Proactive follow-through conf 86%
Agent suggests the customer check the website/AI tool, providing a next‑step, but no realistic timeline or follow‑up is offered.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted for this simple dual‑band verification.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offers no empathy (“sorry…”) and provides a scripted refusal without acknowledging the customer’s frustration.
X2 Not Met Tone & rapport conf 93%
Agent does not adjust tone or pace; the customer is left feeling unheard and the agent remains monotone and detached.
X3 Not Met Overall experience conf 94%
Customer is asked to repeat personal info and then sent to a website, adding effort rather than reducing it.
Call Transcript15 turns · 15 lines
Speaker 2
[silence] What [silence] welcome to 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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yes. Hello, this is Tchaikovsky and I was wondering if you can help me with my router. Oh,
24:00
Speaker 2
Thank you for calling Ling SIS. This is Gloria. How may I help you?
24:00
Speaker 1
If it's properly configured, so I can use devices on the five cohorts or 2.4. I got some some equipment on both uh wavelengths, and I want to make sure if it's properly set up. Yeah, so I think my router supports both, but I'm not sure if it's configured devices to pick up or whatever is most appropriate. Yes, one second. So, the model number is E A 7671.
25:00
Speaker 2
Okay. So, you can identify how long 4 5 it just like you want also to separate the name the to 4 5 so that and then separate it so that Okay. Okay. a new the model number and serial number of that links device.
25:00
Speaker 1
d 400. [silence] 19a as in apple. [silence] 10c as in cat. [silence] 63 60 87 92. [silence] correct. [silence] Adler [silence] first name ACO [silence] last name S IKOski. [silence] 219 309 1245.
26:00
Speaker 2
okay. How about the serial number? [silence] Okay. Let me just check if I got it correctly. Okay? So that's um, 19A for Apple, 10C for Charlie and then 63608792. [silence] All right. And can have also your phone number, sir? Okay. I can put it. Your phone number. [silence] Sorry. Mhm. [silence]
26:00
Speaker 1
A C O last name S I K O S K I a Sikorsky 91 at gmail.com correct
27:00
Speaker 2
Can you repeat your first name and last name, sir? Can you spell it slowly? And how about your email address at gmail.com, right? Thank you. All right. So your Lexington device again is an EA 7400 and your problem is for the Wi-Fi, right? You want to make sure it's set up properly. Okay. So, um upon checking here on our um system, it shows it here on our record that your Lexington router is 7400. This router is already one over N of.
27:00
Speaker 1
You cannot provide me any support. So you cannot even check if it supports both frequencies?
28:00
Speaker 2
support, supported devices, that means Linksys are no longer providing software update fixes, as well as technical support. Okay. What we can offer a user is to check our website. We have an AI tool there. Okay. And you can like also ask questions to our AI, where it can also give you instructions on how to check the Wi-Fi settings of your router. Um, yes, sir, since router is one of our N of support products. Okay. So, they're both. Okay. Looks very good. Now, let's put the shot. Okay, hold on.
28:00
Speaker 1
Okay, please can you help me if I have a right configuration? Can you check for me? I mean, I work with AI but I don't get any help. I mean, I'm doing everything possibly I can but it's not helping me at all. So can you help me please? what should I do at this point? Because I really wanted to see supports both frequencies.
29:00
Speaker 2
This is a dual band router, so it supports 2.4 and 5. Um, sorry, as much as I would like to, um, like, um, proceed, um, providing you with, um, technical assistance, since your router is one of our those end-of-support routers, Okay? That is not a longer, um, part of those, um, supported routers, so we can no longer provide, um, any technical assistance.
29:00
Speaker 1
oh, okay. well, thank you. okay. all right. thank you.
30:00
Speaker 2
um this thunder sir is an eea 7450 um it's really a um supports um 5 gig hertz okay and 2.4 okay and you can um check our website sir again that's support dot linksys.com you're welcome so thank you for calling link sys sir this is Carla bye for now
30:00