V2 Rubric Detail — 96907098-8084-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:37
Duration
5m 20s
Contact
321-666-9165
Issue Type
WiFi Connectivity
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
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp4.29/5
Overall41.8% (-14.2)

V2 Grader Summary

The agent correctly identified the EA8450 as end-of-life (T3 Met) but failed to perform any diagnostic troubleshooting (T1, T2 Not Met) or provide meaningful best-effort support, resulting in an unresolved case. Communication was partially effective, but ownership gaps and lack of next steps left the customer without actionable guidance.

V1 Case Analysis

Customer reports frequent Wi-Fi disconnects on EA8450. Agent confirmed device is end-of-life, advised factory reset and replacement, offered self-help email (later declined), no troubleshooting performed.

Troubleshooting Steps
  • Advised factory reset and reconfiguration of the router
Key Observations
  • Agent correctly identified the EA8450 as end-of-life per Linksys KB guidance on unsupported devices.
  • No structured Wi-Fi troubleshooting was performed (e.g., no channel, DHCP, firmware, or interference checks).
  • Agent offered to send an email with troubleshooting steps but later declined, creating confusion for the customer.
  • No verification was done to confirm whether the suggested reset resolved the disconnect issue.
Positive Highlights
  • Correctly identified the EA8450 as an end-of-life device no longer receiving firmware updates (per KB guidance).
  • Collected the correct model number (EA8450) and serial number from the customer.
Agent Errors / Gaps
  • Failed to follow a structured Wi-Fi connectivity troubleshooting flow before declaring the device unsupported.
  • Did not verify whether the suggested reset actually resolved the problem before ending the call.
  • Offered to send an email with troubleshooting steps then declined, creating customer confusion.
  • Did not confirm or document warranty status despite stating the device was end-of-life.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared device end-of-life and suggested reset or replacement, but did not resolve the reported intermittent disconnection issue.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed; agent skipped diagnostics and went straight to declaring product unsupported.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device as end-of-life and advised on limitations, but failed to conduct a full best-effort troubleshooting attempt (e.g., factory reset, channel settings) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about symptoms (e.g., all devices affected, wired vs wireless), nor attempted to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (e.g., admin interface, firmware check, signal analysis); agent could have guided customer through power cycle or settings review but did not.
T3 Met No misinformation conf 95%
Agent accurately stated the EA8450 is end-of-life, no longer receives firmware updates, and has reduced security — consistent with Linksys lifecycle policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened call professionally but failed to set expectations or structure next steps after identifying EOL status, leaving interaction unguided.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language but maintained a formal, scripted tone without adjusting pacing or emotional engagement to match customer's expressed frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent remained on the call and did not transfer, but offered no actionable support path beyond self-help email, limiting ownership.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timelines provided; offer to send email was not confirmed or followed through.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Decision not to escalate was appropriate — EOL device with no L2/L3 support path available.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given product status.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy: 'I do apologize to hear that, sir,' acknowledging customer frustration.
X2 Partially Met Tone & rapport conf 85%
Agent maintained formal tone but did not adjust communication style to customer's emotional state or pace.
X3 Met Overall experience conf 90%
Agent did not require repetition of information and accepted serial/model without challenge.
Call Transcript6 turns · 9 lines
Speaker 1
Hey, um, I just recently connected, uh, Wi-Fi to the router, but it's not, it's not working properly. Like, uh, it won't connect, or, say, for example, you'll see it connect, and then it'll disconnect it. So, like, not even three minutes later. [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. [silence] Thanks for calling Linksys technical support. This is Tramm. How may I assist you with today? What do you mean by not working properly sir? [silence]
00:00
Speaker 1
bottle number is uh E8450, 156 dual band, rather. uh you said the serial number for it is uh let me pull that up. Uh. serial number four is 3 8 D 1 0 M 5 8 C 0 2 4 1 7 Spectra. Mm-hmm.
01:00
Speaker 2
All right, you got it. All right. I do apologize to hear that, sir. I'm going to kind of provide the model number and the serial number. If you'll link us, that'd be great. Got it. And your ISP um is Your Internet Service Provider Inspector. Okay, please bear with me for a moment sir. Let me double check it here. All right, so based on the record here, sir, with this model number that you provided to me and also the serial number, your device was already part of our end of life and end of support device. It means that [silence] We don't provide technical support for this router anymore and also no updated firmware and we don't manufacture this device anymore. And since there's no firmware, so the security of this router is not too good anymore, aren't it? So what I can highly suggest to you here is for you to purchase the latest router or a new router. That is why there is some connectivity issue every time you keep on connecting your device to this router, it keeps on disconnecting. And what I can only do here is, I could send you an email on how to troubleshoot it, yourself. You may try to reset this one and then set it up again. [silence]
01:00
Speaker 1
I'm aware of how to reset it. Pretty much over the... if you're saying that it's not, you guys don't work with it anymore. I already have the instructions on how to reset it.
04:00
Speaker 2
Do you want me, uh, do you want me to send you the email, sir? No, it's not so secure anymore, sir, the security of this router. So you don't need the email or try to reset this router? I see. Sorry, that's the only option that we can do, reset and reconfigure your router and then try to open it ref the connection, but I discourage you to use this router anymore, since it's already outdated.
04:00