V2 Rubric Detail — 9001fcec-7a21-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 16:33
Duration
6m 41s
Contact
863-458-5185
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly claimed the EA8300 is end-of-support (contradicted by KB), and defaulted to a sales suggestion without technical validation. No resolution was achieved, ownership was absent, and customer experience was poor due to lack of empathy and excessive effort required.

V1 Case Analysis

Customer unable to get internet on EA8300 router (serial 21t11m23b0-0263). Agent identified model but did not perform troubleshooting; recommended replacement due to end‑of‑life.

Troubleshooting Steps
  • Collected serial number
  • Identified router model as EA8300
Key Observations
  • Agent did not perform basic troubleshooting such as power‑cycle or WAN status verification.
  • Premature recommendation to replace hardware without confirming warranty or trying fixes.
  • Incorrect statement that the current Wi‑Fi standard is Wi‑Fi 7, which is not applicable to the EA8300.
Positive Highlights
  • Collected and recorded the serial number accurately.
  • Correctly identified the router model (EA8300).
Agent Errors / Gaps
  • Failed to verify power status or perform a power‑cycle.
  • Did not check WAN connection or LED status before concluding hardware fault.
  • Did not inquire about warranty coverage or eligibility for replacement.
  • Provided inaccurate information about Wi‑Fi 7.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent only suggested upgrading to a new router and did not restore internet connectivity or perform any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 98%
Only asked if power button was toggled; skipped basic troubleshooting like checking cables, outlet, or LED status; no diagnostic sequence followed.
R3 Not Met Correct resolution path conf 97%
Agent labeled EA8300 as 'end of support' and 'end of life' without confirming warranty status or attempting best-effort troubleshooting, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause; only asked about power button and then jumped to replacement recommendation without narrowing possibilities.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, diagnostics, router UI) were used even though verification of power, WAN, or LED status was necessary for hardware failure scenario.
T3 Not Met No misinformation conf 100%
Agent claimed EA8300 is 'end of support' and 'end of life,' which is contradicted by QoS KB listing it as a supported model; this is materially incorrect information.
Communication
C1 Not Met Clear & professional language conf 93%
Agent never set expectations, gave no clear plan, and allowed conversation to drift with filler phrases like 'okay perfect' without guiding the call.
C2 Not Met Confirmed understanding conf 92%
Agent used generic language and did not adapt explanations to customer’s knowledge level; no checks for understanding were made.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; instead of troubleshooting, immediately suggested replacement and transferred responsibility to customer.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps or timeline given beyond 'go to a store or Amazon'; no follow-up commitment made.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent decided not to escalate without valid justification (no troubleshooting performed), despite device showing no signs of life warranting escalation.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, and the decision not to escalate was inappropriate, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy for two weeks of no internet; tone remained scripted and transactional, with no acknowledgment of frustration.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust pace or style to customer’s frustration; no engagement cues used, failed to match emotional state.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number multiple times and was left to figure out upgrade alone; unnecessary friction introduced.
Call Transcript12 turns · 13 lines
Speaker 1
[silence]
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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. My name is G, how can I help you today? Mhm. So, have you ever heard in like a storm in like, Hm? Mhm. the box when turning on. So, Yes.
00:00
Speaker 1
without internet for like two weeks already. Yeah. Uh... No I haven't tried that. I'ma try it right now. [silence] Give me a second. I'm sorry. [silence]
01:00
Speaker 2
okay so you are um saying sir that the device is defective oh I see um did you try to plug it on a different outlet? sir maybe it's just the outlet is not working uh huh. Uh-huh. Yes, that's okay, sir. Just take your time.
01:00
Speaker 1
no It's do-it-Yourself This, uh, I could I find that in the box, right? uh the serial number? 21t11m23b0-0263.
02:00
Speaker 2
It won't work. I see. What's the model number of your router, sir? Yes, yes. The actual unit here. Serial number will do, sir. Yes. What's the serial number?
02:00
Speaker 1
No, 2, 1, P1, and then one M 2, 3 B B 0, 0, 2, 6, 3, [silence] Yeah.
03:00
Speaker 2
I'm sorry, do, one, B, y. uh, huh. Yeah. uh, huh. Got it, thank you. Let me just, uh, check, uh, and, uh, the exact unit, okay? Okay, it seems that this is an EA8300, sir. And, uh, for this device, sir, if it's totally off, um, let me confirm first. Did you try to toggle the power button, sir? And some, still no lights, right?
03:00
Speaker 1
Yeah, no. OK. No, I don't have. [silence] okay okay perfect and I will talk to our owner about that then cuz he called me cuz he didn't know how to do it so I'll tell him about that and inform him about that okay okay okay okay perfect then I will let him know
04:00
Speaker 2
This is also part of our end of support device. As well as end of life. So, basically, sir, if it's working if it will still work, this is still an outdated device. So, the best suggestion, sir, that I can I can give you is to upgrade your router into a newer bundle. Okay. I see. Okay. Okay. Okay. That will be a good idea here because right now, this router is still under Wi-Fi 5 and right now, we are already on Wi-Fi 7 network. Or Wi-Fi 7 device. So upgrade will be the best solution.
05:00
Speaker 1
And to upgrade, just call, just call the company again. To upgrade. Mm-hmm. Okay, perfect. Okay, perfect. Then I'll let them know that. Thank you so much. Thank you. Thank you. You too.
06:00
Speaker 2
Okay, thank you so much for your time sir. For upgrade sir if uh for the upgrade sir uh he can possibly go to a local stores or or in Amazon for him or her to get another powder. So he can purchase this one uh in local stores. Oh okay. You're welcome sir. Have a good day. Stay safe and bye-bye for now. Feel free to call us back. You're welcome sir.
06:00