V2 Rubric Detail — 8bcc3ae4-81e6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:51
Duration
10m 10s
Contact
417-827-2581
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#EOS00137628
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall7.5% (-50.5)

V2 Grader Summary

The agent incorrectly declared the EA7300 end-of-support contrary to KB documentation, providing no troubleshooting or resolution for the customer's internet-down issue after a reset. The interaction lacked ownership, empathy, and technical accuracy, leaving the customer without a functional solution. No critical failures (abandonment, discourtesy, etc.) triggered auto-zero.

V1 Case Analysis

Customer reports EA7300 reset to factory defaults; Wi-Fi SSID/password lost; no internet. Agent confirmed EOS status, collected contact info, and sent re-setup guide via email.

Troubleshooting Steps
  • Collected serial number and account details
  • Confirmed device model and support status
  • Provided self-help guide via email
Key Observations
  • Agent initially misidentified the model as EA7350 before correcting to EA7300.
  • Agent incorrectly stated the default Wi-Fi network name as '01107' (not a standard EA7300 default SSID).
  • No basic troubleshooting steps (e.g., power cycle, WAN status check, access to 192.168.1.1) were attempted despite customer having internet access on another device.
  • Agent correctly applied EOS policy by offering self-help instead of unsupported live troubleshooting.
Positive Highlights
  • Accurately identified EA7300 as end-of-support and followed correct EOS handling procedure.
  • Collected all required customer information (serial, name, phone, email) thoroughly and professionally.
  • Maintained a polite and professional tone throughout the call.
  • Provided a clear next step by emailing a re-setup guide.
Agent Errors / Gaps
  • Incorrect model number reference (EA7350 vs EA7300).
  • Incorrect default Wi-Fi SSID ('01107' instead of standard 'LinksysXXXX').
  • Failed to perform any standard troubleshooting steps before concluding with self-help, despite customer having internet access on another device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent provided no resolution; only sent a self-help guide despite the customer needing help with internet connectivity after a reset.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed — no WAN check, no login to router, no verification of modem or ISP status.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly claimed EA7300/EA7350 is end-of-support; per KB, EA series (including EA7300) is supported for QoS and setup. Should have offered troubleshooting, not dismissal.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. No diagnostic questions were asked regarding modem, WAN lights, or direct connection tests to isolate the cause of internet loss.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use necessary resources. Per ea_series_router_setup.md, should have guided customer to local web interface (http://192.168.1.1) to verify WAN status.
T3 Not Met No misinformation conf 98%
Provided materially incorrect information stating the EA7300 is 'end of support', contradicted by ea_series_router_setup.md and universal_qos_bandwidth.md which list EA7300 as supported.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected information and sent a guide but call lacked clear framing, transitions, or control — customer had to repeat details and guide was vague.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but failed to confirm understanding or adapt to customer’s confusion about connecting to default network securely.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicated ownership by citing end-of-support policy incorrectly and offering only a self-help guide without attempting resolution.
O2 Not Met Proactive follow-through conf 90%
No specific next steps or timeline — only 'I’ll send a guide' — and no follow-up commitment beyond email.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent should not have decided not to escalate — should have performed basic troubleshooting per KB; failure to do so invalidates the decision.
E2 Not Met Escalation prep & handoff conf 85%
Escalation decision was flawed, and customer was not informed of any valid reason — only told support is unavailable due to outdated policy claim.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed for sudden reset or frustration; interaction was transactional and dismissive.
X2 Not Met Tone & rapport conf 90%
Agent maintained flat, scripted tone and did not adjust to customer’s pacing or emotional state during confusion.
X3 Not Met Overall experience conf 90%
Customer repeated serial number and personal info multiple times; agent did not reduce effort or streamline data collection.
Call Transcript14 turns · 18 lines
Speaker 1
Hello? Hello, I have a uh, winks ea 7,300 um overnight. I don't know what happened this morning. It the uh, It's been working fine for the number of years I've had it. This morning, it's like it's reset. So it's reset all our password names. It's saying it's not connected to the internet.
00:00
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. Hi, thank you for calling Linksys. This is Chi who can help you today. Hello. Thank you for calling. Hi, Chi, I can help you, sir. Mm. Mm-hmm. Mm-hmm. Mm. Okay. Mm. [silence]
00:00
Speaker 1
Internet, and we do have- my PC does have connection to the internet. And I've tried resetting the mo- modem and router, um and using the app function, um, it can- it insists it doesn't see the internet. So I'm not able to really move forward with troubleshooting. Um, so I was wondering if you could maybe help me walk through this And I'm curious as to why it would have reset itself um, like it was out of the box. Uh, see if I can get that without any hassle here.
01:00
Speaker 2
I see. Uh, let me just talk on that term. I have the serial number. Please.
01:00
Speaker 1
Serial number is one nine. I'm sorry, I dropped the phone. Yeah, I need I need hold on just a second. I have to turn it upside down and I can't. Hey Renee. Come here for a sec. No. Hold this up like that. One nine one. 830 m as in Mary. 2 C A, 0 1. That's MediaCom. Sure. 417 8 8 2 7 2 5 8 1. That's Jerry Revella. That's R E, V as in Victor, E L L A Jerry. And I
02:00
Speaker 2
07. Okay. Got it. Let me just double check the exact unit, sir. And who is your internet provider, sir? MediaCom. Okay. So while I'm double checking, sir, may I have your phone number just in case you get disconnected? [silence] 2 5 8 1. Got it. How about your first and last name, sir? How do you spell your last name? Okay. And your address, sir? Is it J for Juliet?
04:00
Speaker 1
It's G. It's G. Yeah. Uh, it's uh, it said, uh, Mistakes m-i-s-s-t-a-k-e-s at M-C-H-S-i.com. It's m-i-s-s-t-a-k-e-s at M-C-H-S-i.com. [silence]
05:00
Speaker 2
Or G for George? G for George. Got it, thank you. And what about your email address? I'm sorry? MC? Okay. Got it. Thank you. All right. So just to confirm your Inca's model number is EA7350 right? Seven three zero zero. Okay, got it. Okay, so you mentioned sir that this is back to default so everything uh all that you set up the Wi-Fi name, the password, it's all uh deleted right? It's not showing up. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. sir, um, let me just inform you about this one, sir. This device, this EA7300 you have. This is already part of our end of support devices, um, part of our daisy device, uh, which means, sir, that we can no longer provide assistance for this unit since we are no longer trained for this. But what I can do for you, sir, I can send you the guide on how you can do the troubleshooting that you can follow online if you have a, like a y'all other source of internet like your 4G or 5G your mobile data. This is a home networking guy service for the setup. Since you mentioned that this is back to default, that means, sir, that this need to reconfigure this, uh, this need to, uh, set it up again, and this guide I'll be sending sir will help you with the setup.
05:00
Speaker 1
, MMAHSI.com right okay yeah it shows that it shows the default you know Lindsay's names and I can rename those but what are they see they're not password protected so I don't want to you try to connect to them just yet or should I try that? [silence]
08:00
Speaker 2
Okay, so just to confirm, sir, your email is MIS oh at M M dot com. [silence] Yes, sir. Okay, so I'll send it to you, sir, right after this call and just follow the guide, sir. You'll be able to set it up. Make sure to connect to your Wi -Fi network, which is the default name. I believe that's name is 01107. [silence] You have to connect there. You really have to connect to the same network using using its password for you to configure your [silence]
08:00
Speaker 1
Since it's reset, then I'd have to reset the password and all that, right? Uh-huh. Okay. Okay. Okay, very good. Okay, well, thank you so much. Okay. Let me see if I got it. [silence]
09:00
Speaker 2
All of it sir yes your your Wi-Fi password your browser password anyway sir the guide that I just sent that's all the troubleshooting that you need for you to reconfigure this as much as I wanted to help you further for this sir but I we are no longer providing assistance for this unit for this for Wi-Fi devices. You're welcome sir. I just sent you the guide you can check it in your email and just open the link here. Silence.
09:00
Speaker 1
Yes, I did receive it. Okay, thank you. You too, bye-bye.
10:00
Speaker 2
Okay. Yes, sir. You're welcome, sir. Have a good day. Please stay safe.
10:00