V2 Rubric Detail — 90eee256-70e3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 22:16
Duration
24m 32s
Contact
Angela
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134878
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA3500 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall67.9% (+11.9)

V2 Grader Summary

The agent demonstrated strong ownership and communication, guiding the customer through basic troubleshooting and committing to a follow-up email. However, the technical guidance contained a material inaccuracy regarding Wi-Fi generation compatibility, and no diagnostic tools were used to verify the router’s WAN status, preventing full resolution. The outcome was a partial resolution with best-effort support for an out-of-warranty device.

V1 Case Analysis

Customer lost internet after Spectrum phone modem activation; EA3500 router shows Wi-Fi but no internet. Agent performed power cycle but did not check router admin page or WAN status. Incorrectly stated EA3500 is Wi-Fi 4 and out of support. Offered to email reset guide and suggested router upgrade.

Troubleshooting Steps
  • Confirmed ISP (Spectrum) and that the original internet modem is still connected.
  • Guided a power cycle of both modem and router with a 3-minute wait, powering the modem first.
  • Observed router LED status (solid blue power, flashing orange/yellow on WAN).
  • Confirmed Wi-Fi network visibility and 'no internet' status on client device.
Key Observations
  • Agent made materially false technical claims: EA3500 is Wi-Fi 5 (not Wi-Fi 4) and is not officially end-of-support as of July 2022 per KB.
  • No attempt was made to access the router's web interface (http://192.168.1.1 or http://myrouter.local) to check WAN status, IP address, or DHCP configuration — a critical diagnostic step per universal_isp_modem_diagnostics.md.
  • Agent prematurely concluded hardware incompatibility without validating basic settings, missing a key opportunity to resolve the issue.
  • Call included long silences and inefficient pacing, reducing overall efficiency.
Positive Highlights
  • Collected serial number, customer name, and email early in the call (transcript [01:00], [07:00]).
  • Created a case ticket for record purposes (transcript [07:00]).
  • Provided a clear power-cycle procedure, correctly instructing to power modem first after a 3-minute wait (transcript [06:00]).
  • Offered to send a detailed email guide with reset and setup instructions (transcript [22:00]).
  • Maintained a polite and patient tone, acknowledged customer frustration, and provided a next step (transcript [23:00]).
Agent Errors / Gaps
  • Incorrectly stated the EA3500 is a Wi-Fi 4 device (transcript [04:00]); per KB, EA3500 supports 2.4GHz and 5GHz bands and is Wi-Fi 5 (802.11ac).
  • Falsely claimed the device is no longer supported as of July 27, 2022 (transcript [22:00]); no KB or official source supports this blanket end-of-support date for EA3500. The device is still listed in the KB with firmware updates available via auto-update.
  • Did not instruct customer to access http://192.168.1.1 or http://myrouter.local to verify WAN connection status, IP address, or DHCP settings — a critical missed step per universal_isp_modem_diagnostics.md and universal_firmware_update.md.
  • Failed to check if auto-update was enabled or verify firmware version, which could have identified outdated software (per universal_firmware_update.md).
  • Did not confirm whether PPPoE or VLAN settings were required, despite Spectrum sometimes using PPPoE in certain regions (per universal_isp_compatibility.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent offered to email setup steps and suggested a replacement, but did not confirm resolution; customer still had no internet by call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through power cycle and LED check, but did not access router interface to verify WAN status or IP assignment.
R3 Met Correct resolution path conf 95%
Agent correctly identified EA3500 as out-of-support, offered best-effort troubleshooting via email, and advised upgrade path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (Wi-Fi visible, no internet), asked about ISP and modem, but failed to ask about WAN connection status or prior configuration changes.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools such as local web interface (192.168.1.1) to check WAN status, despite customer having physical access and the issue being diagnosable.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed EA3500 uses 'Wi-Fi 5' and is incompatible due to Spectrum's 'Wi-Fi 6 upgrade' — EA3500 is Wi-Fi 4 (802.11n), and ISP modem upgrades do not require client Wi-Fi generation compatibility.
Communication
C1 Met Clear & professional language conf 95%
Agent set clear expectations, used a timer for power cycle, created a case, and maintained control throughout despite customer movement and delays.
C2 Met Confirmed understanding conf 95%
Agent used simple language, confirmed understanding, adapted to customer’s pace, and allowed time for movement without rushing.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, created a ticket, committed to follow-up email, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send a personalized step-by-step guide within five minutes after the call, setting a specific timeline and action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was handled within agent’s scope with appropriate outcome for OOW device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained patient, thanked customer for effort, acknowledged complexity, and used empathetic language throughout.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, paused appropriately, and checked comprehension after key steps.
X3 Partially Met Overall experience conf 85%
Agent required customer to perform physical steps and later follow an emailed guide, increasing effort; however, avoided redundant questioning.
Call Transcript40 turns · 44 lines
Speaker 1
I'm having a problem with my wireless router.
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 products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device, 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. Thank you for calling Linksys, this is Al, how can I help? Yeah, let double check that one for you sir. Can I have the serial number? Thank you. And in case I disconnect, connect, can you provide me a best callback number? Thank you so much sir. Let me just double check down here. So that is nine two zero I just like to repeat just to make sure. That is nine two zero six five zero five.
00:00
Speaker 1
That's correct, yes. Spectrum? Yes. Just to give you a quick- Uh-huh. I will just give you a little background. Uh, today we, they sent me a new uh modem for our phone service spectrum. And we had a problem hooking it up and spectrum spent almost two hours with me going through the codes. And when they got all done and getting my phone set up, I got no Wi-Fi. So I, I gotta believe they knocked it out some fashion. I, I, I don't understand the system that well, but that's that's what's happened to it. [silence] Yeah, that was, yes. Yeah, that was for our
02:00
Speaker 2
and who's your internet service provider? Spectrum. OK. So base here, sir. Yes. So they provided you, sir, a new modem?
02:00
Speaker 1
I called them before I called you and they went through did their troubleshooting and then they claim that it's working that that they're putting out a good signal and they that they pointed me your direction. Yeah.
03:00
Speaker 2
Uh, I see. Usually, sir, for this one, um, the router that you have here based on the serial number, you have, sir, the EA 3500. And since you have, sir, a new modem, usually for this one, uh, this router, sir, is actually part of our first generation router. So, if you have a new modem, usually the connection will be disconnected because your router has the old configuration from your old modem, but since they upgraded it and then changed it totally, so more likely for this one what we can do is to do a full factory reset and then set it.
03:00
Speaker 1
Oh. I, uh, I'm, I think I may have threw a curve at you. Uh, the new modem connected to our phone only. Actually, the the modem that's been connected to this router is is the same one. That that didn't change. But they were on our, our Wi-Fi system, setting codes in to to get the phone working. And that's what maybe made me think that maybe it it did something. But we we still got the old router and the old modem connected to it. I I the the new modem was just phone only.
04:00
Speaker 2
up again, however, uh, this one actually is, um, this one uses a Wi-Fi 5 technology. Wi-Fi 4, so more likely the newer modems that they have right now, this type of router is no longer compatible. We can at least try to reset and then re-configure it, however, it's not going to be a guarantee that it will connect back to the internet considering that you have a new modem.
04:00
Speaker 1
So I've got actually two modems in the house. A phone and this Wi-Fi. So, um, router. Yes. Thanks. Yes. Yes, I was. Yeah. Yeah. Yes. Yes. They really struggled with it. Wait, shut up. Yeah. Yeah. Go ahead. I'll just unplug it and plug it back in after five minutes. You know, that that's all. I I don't have any tools. Yes, it is connected. Yes.
05:00
Speaker 2
So this one, sir, so this one has... so you're using the same modem that you're using with this router before? Okay. possible sir, yeah, they... since you've mentioned that they tried to activate the phone line of this one, right? Mhm, so, yeah, possible that... What have you tried? what have you tried so far sir on this router, this one? Hmm... and the cable is still connected at the back? And then do you see any LED lights? [silence]
05:00
Speaker 1
Yes, yes. Okay. Okay. I'm going to go just a little distance away if you could just bear with me. I'm going to walk down. I'll be right right with you here. Uh-huh. Oh. Okay. All right, here we go. Okay. So, all right. I've got spectrum. I'll pull the plug on the the spectrum router, then the modem. [silence]
06:00
Speaker 2
okay can you try to turn off the modem maybe turn off the modem and then turn off the Linksys router but do not disconnect your the cable yeah and then once you unplug server so um since it's far away once you unplug the modem and then the Linksys router wait for um wait for 3 minutes after three minutes turn on first the modem and then if you think that the modem is on online then that's the time that you turn on the Linksys router
06:00
Speaker 1
Okay, I got that unplugged. And now you want me to pull it on on your router, pull that too? Okay, they're they're both unplugged now. Okay. Yes, it starts out with D-I-C-K-D-O-W-N-E-R charter.net. That's correct. Dick Downer. Yes.
07:00
Speaker 2
and then unplug as well, yes, unplug the linksys router as well, sir. Okay, and then let's set the timer for three minutes before you plug him back in. And then let me create a case ticket here, so for record purposes. Can you provide me an email address? That is d4 delta ICK D-O-W-N-E-R@charter.net.
07:00
Speaker 1
Sure, it's Richard Downer is my name. Mm-hmm. Good, okay. [silence]
08:00
Speaker 2
and then first name and last name, sir, same on the email. Ah, okay. We charge... Let me just... All right, let me just complete this one. So, we still have two minutes left, sir. Okay.
08:00
Speaker 1
Okay, I'll get ready here. Huh huh. So it's gun to these spectrums.
09:00
Speaker 2
so 30 seconds left sir? Okay.
09:00
Speaker 1
Noten, to plug back in first. Okay. I'll let you tell me when. Okay. Okay, that is okay, that's plugged back in. Okay, okay. Yeah, there's some blue lights that come on and kind of tell me when. uh just one on now showing power. Then the odd line will come back on and should be on the
10:00
Speaker 2
correct [silence] yes sir so we're almost there we have like 10 seconds left now [silence] all right so just in time service you can plug in now the spectrum modem all right so let's wait for that one to get back that an online sir then if you think that the modem is online then you can turn on the linking routers
10:00
Speaker 1
I think we're getting close. The online is flashing. Should be, it's not turned blue yet. Blue is when it's on, I understand. It's a white light. Okay, we got online shows blue, so it should be on. So they're moving.
12:00
Speaker 2
OK. hey, they say. yes, sir? heh. and then, you can,
12:00
Speaker 1
yeah it's a solid light let's see i was looking at it again there it's it's a solid online light it's not blinking it's solid now all right all right there it goes that's back on got a good bright power light flashing um lots of activity on the lights here on the back start to flash now she's been flashing the lights for about
13:00
Speaker 2
Okay, then you can turn on Sir the Linksys router now.
13:00
Speaker 1
Okay, let's see. I got, still got some flashing orangey yellow light yet underneath the Ethernet connection.
14:00
Speaker 2
And that's fine, sir. But for the cable, sir, I'd just like to make sure you plug in the cable on the yellow port, right? The one that has a label, internet?
14:00
Speaker 1
Do you hear me? It's still still underneath the cable connections. There's a nice steady green light, but just to the left of those green lights, there's a yellow that's coming on and off flashing. Yeah. Yeah. I noticed. Yeah, on the back that is. Yeah. I just gotta run back, I'll go to the other room here and do that. Just bear with me here. I should've brought it with me. I'm sorry. Okay, thanks. This'll take a second here. It. Okay. Oh, okay. Open it up here. And this.
16:00
Speaker 2
at the back. And then check your device or at least one of your device. If you can see the Wi-Fi name, try to connect to the Wi-Fi name that you set up for this router. Okay. That's fine, sir. No worries. You can take your time. Okay.
17:00
Speaker 1
Now, no, I'm, I'm not seeing any term activity. Uh, I, yeah, I could see, yeah, I, I'm, uh, settings. Yeah, I could pick up the, you know, the WiFi name, but it says no internet connection underneath it.
18:00
Speaker 2
but you can see the Wi-Fi name or not as well. Okay. Can you try to turn off the Wi-Fi, sir, and then turn it back on after 10 seconds then try to connect again?
18:00
Speaker 1
speaking of Moody, just connect that again for 10 s. Is that what you're asking? Oh, no, okay.
19:00
Speaker 2
Yes, sir. Turn off the Wi-Fi on the device that you are using right now, leave it off for at least 10 seconds and then turn it back on.
19:00
Speaker 1
[silence] Yale, it's... Yes. No uh uh. uh huh. Do you think that... uh huh. Okay. uh huh. Oh. Okay.
20:00
Speaker 2
It's still the same, sir? Connected but no internet? Mhm. I think, uh, I think they totally cut off this one, sir because, um, you've mentioned that they activated the phone line, right? Okay. So possible, sir, is that they send new connection or new signal, sir, to the modus. Um, to the modem. So that means, um, they send like any configurations on the one to reactivate it and then de-associate it on the, um, connection. So, usually, for this case, sir, this one is actually Wi-Fi 4. And then just recently, around August of 2025, with Spectrum, uh, they upgraded their system to cope up with a newer Wi-Fi technology, which starts with Wi-Fi 6, Wi-Fi 6E, and then Wi-Fi 7.
21:00
Speaker 1
all right okay okay yeah all right all right okay well I appreciate that that's very helpful if you would give it one last try
22:00
Speaker 2
More likely with the new signal that they send to the modem, that totally knocks off the router. And then, usually, there are settings or connection that are no longer compatible for this one. We can try to reset and then send it up again. However, I can only send you an email step-by-step on how to do that once since the device on our end is also out of support. So, we're no longer supporting the units in July 27th 2022 because the firmware is no longer up-to-date. So, possible, that's also the reason why it won't connect to the internet. So, I can send you the guide via email. Then you can try to reset and then, set it up again. If it won't connect, then, maybe, you can consider to getting a new router.
22:00
Speaker 1
You know, I kind of forget how this ah-huh. Uh, uh, yeah, I forget how this this electronic stuff uh it moves so fast. Uh it gets obsolete before you realize it, I guess. But yeah, if you could email it that, I'll sure try it. Oh, okay. Oh, okay. Okay, got that. Thanks.
23:00
Speaker 2
Yeah, at at least wound. The setup. Yeah, aye, aye. Yeah, no worry sir, I will definitely email you the one give me maybe like five minutes after this phone call so I can personalize the email so at least it will be easier for you to follow the step by step from reset to um how you set it up. So I'll send it uh check your email after five minutes. But if you really needs it to upgrade to newer router, upgrade to at least um wi-fi six wi-fi six E or wi-fi seven. Wi-fi seven is the newer wi-fi technology right now. Okay. You're well.
23:00
Speaker 1
No, no, I really appreciate it. You have a lot of patience with me, I appreciate that. Thank you. Thank you very much. I appreciate it. Thank you now. Bye-bye. Thanks. Bye. Bye now.
24:00
Speaker 2
Welcome, sir. anything else, sir? any follow up questions? You're welcome, sir. Thank you as well for taking the time calling Linksys. So check your email, sir, after 5 minutes and follow the steps, okay? You're welcome, sir. You're welcome. Bye. Bye. Take care. Bye. Bye.
24:00