V2 Rubric Detail — 9ec7f2b0-7fbf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 20:07
Duration
9m 16s
Contact
510-685-5127
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137140
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless Connection Issue

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall56.9% (+0.9)

V2 Grader Summary

The agent correctly identified the EA7450 as EOL and followed the appropriate out-of-warranty protocol by providing self-help resources (T3 Met). However, the agent failed to perform any diagnostic troubleshooting (T1 Not Met) or achieve a resolution (R1 Not Met). No technical contradictions to the KB were found.

V1 Case Analysis

Customer reported poor Wi-Fi coverage on EA7450. Agent confirmed out-of-warranty status, incorrectly stated the device is end-of-life with no updates, and sent generic reset/setup instructions without performing troubleshooting. Advised customer to consider upgrading to a newer mesh router.

Troubleshooting Steps
  • Verified model number (EA7450)
  • Checked warranty status (out of warranty)
  • Offered to email generic reset/configuration instructions
Key Observations
  • Agent did not perform any technical troubleshooting (e.g., reboot, check Wi-Fi settings, verify firmware version).
  • Agent incorrectly claimed the EA7450 is end-of-life with no firmware updates, contradicting KB documentation.
  • Agent moved directly to upsell without attempting basic self-help troubleshooting steps.
  • Agent provided correct support URL (support.linksys.com) and offered to send written instructions.
Positive Highlights
  • Accurately collected customer name, email, model number, and partial serial number.
  • Correctly identified the device as out of warranty.
  • Provided the correct Linksys support URL (support.linksys.com).
  • Offered to send written setup/reset instructions via email.
Agent Errors / Gaps
  • No diagnostic steps were taken to address the Wi-Fi coverage issue (e.g., reboot, check SSID, verify LAN/WAN status, or firmware version).
  • Incorrectly stated the EA7450 is end-of-life with no further software updates — per KB documentation, EA7450 is not listed as EOL and should receive automatic updates.
  • Falsely claimed 'no more further development for this router. No updates, no software updates' — contradicts KB which confirms EA series supports auto-updates.
  • Missed opportunity to guide customer through basic troubleshooting (e.g., power cycle, check 2.4GHz vs 5GHz bands, or factory reset) before recommending replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered only self-help email and upgrade suggestion without resolving or attempting to resolve the wireless issue. No confirmation of resolution or meaningful outcome achieved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed (e.g., power cycle, check Wi-Fi settings, verify connections). Agent immediately defaulted to EOL status without diagnostic effort.
R3 Met Correct resolution path conf 90%
Agent correctly identified EA7450 as EOL/out of warranty and offered appropriate path: self-help resources and upgrade recommendation, per KB policy for legacy devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identified symptom (no Wi-Fi) but asked no diagnostic questions (e.g., wired vs wireless, LED status, recent changes) and did not attempt root cause analysis.
T2 Met Appropriate tools / resources used conf 85%
Agent used internal system to verify product status and provided correct self-help tools (support site, email instructions), which is appropriate for an OOW EOL case where direct troubleshooting is not supported.
T3 Met No misinformation conf 95%
All technical statements (EOL status, no firmware updates, need for factory reset) are factually accurate per universal_eol_firmware.md and ea_series_router_setup.md.
Communication
C1 Met Clear & professional language conf 90%
Agent gathered required info (model, serial, name, email), explained support limitations, and set expectation of sending instructions — maintaining control throughout.
C2 Partially Met Confirmed understanding conf 80%
Agent used polite tone and simple language but did not confirm understanding or adapt to customer’s evident confusion about support options or email correction.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending the email with instructions.
O2 Met Proactive follow-through conf 90%
Agent clearly stated, 'I just sent you the email, ma’am,' providing a specific next step with immediate execution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was OOW/EOL, and agent followed correct protocol by offering self-help.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but showed minimal empathy — no acknowledgment of frustration, repeated contacts, or emotional state. Procedural tone, but not dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace and used respectful terms ('ma’am'), but did not actively adapt to customer’s tone or check comprehension beyond surface level.
X3 Partially Met Overall experience conf 75%
Agent reduced some effort by sending instructions, but created unnecessary repetition by misstating the email address and requiring customer to reconfirm, increasing cognitive load.
Call Transcript16 turns · 18 lines
Speaker 1
Hi there. I'm just calling regarding a router that we have, and it doesn't seem to be spreading or working the WiFi around our house. I've already spoken to our internet provider and the actual product manufacturer, but now I'm being told to reach out to you guys just to double check if maybe there's something wrong with our product. Hello? [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] Thank you for calling Linksys. This is F, how can I help you today? [silence] Alright, can I have the model number and the serial number of your Linksys device? Just try to look underneath that. [silence] Thank you.
00:00
Speaker 1
help me yeah no shoot sorry give me one moment okay and which what is it that you need model number serial number it okay Model number is E a 7 4 5 0 Serial number 32 Y like Yo. Yo. 10 M like Mary. 2 B like Boy. 900,806 [silence] Alana Munoz [silence] email address would be under my mother-in-law, Lucia Munoz@yahoocom [silence] last name is spelled M-U-N-O-Z [silence] correct [silence]
01:00
Speaker 2
So, you're trying to say, ma'am, that your wireless is not working with this linksis router. Okay. So, let me just create a record. Can I have your name? Alana Muniz. And the email address now? Okay, so that's Luciya L-U-C-I-A Muniz, M-O-N-E-Z, 15@yahoo.com. Oh, okay, and M U. Okay. N O Z. All right. And who is your internet provider, ma'am?
02:00
Speaker 1
uh-well that other
03:00
Speaker 2
Xfinity, okay. Alright, now, since you don't have wireless connection, it seems that your wireless router is not communicating properly with your modem with Xfinity. So there's a need for you to reconfigure that. And, Ms. Lana, upon checking here in our system ma'am, your router EA 7450, is already out of warranty. It's even one of our end of life routers. Yes ma'am. And what we can offer is our support site, which is support.linksys.com, you will find there articles and how to reconfigure the Linksys router. This router is no longer covered for free technical support. The tech support ended May 2025. I can also send you an email, Ms. Lana, if you want.
03:00
Speaker 1
So there's absolutely no possibility of getting any kind of tech support. Okay, but if it's already set up and everything, so it's just giving me step-by-step instructions to reset it.
04:00
Speaker 2
[silence] there are instructions on that email wherein you can set up the Linksys router, because this is a dual band router. So there are step by step instructions from that email how to set up the uh the Linksys dual band router manually. So, since I do have your email here, I'll just send you that um email instructions. So [silence] Um, yes ma'am. Uh that is the uh that is the the uh uh the only way that we can, I mean, it's just the website ma'am and we can also send you the email. So, that's what we can offer for now.
04:00
Speaker 1
or okay, but then what am I supposed to do if that doesn't work? Uh no. Mhm. Oh, okay. Um
05:00
Speaker 2
Right. Yeah, since right now it's not working properly. So yeah, there are instructions from that email on how to reset the device to factory defaults and reconfigure it. Well, if it doesn't work, ma'am, another option is for you to upgrade your router. You get a newer model now. Since this device is no longer manufactured, aside from that, there will be no fixes, no more further development for this router. No updates, no software updates, repairs for this router.
05:00
Speaker 1
Okay, okay. Well, and how if you don't mind me asking, how old exactly is this model? Okay. So, okay. And I guess there's no point in me asking how much it would cost for a new one. [silence] Okay. All right. Well, is there any possibility of somehow, like, we ship you in the old one and we get some kind of a credit towards a new one at all? Is that a possibility?
06:00
Speaker 2
For newer routers right now, most of the routers, we call it mesh router. There are nodes. Okay, there's a parent node and a child node, so you can set up child node as repeaters. So that's that's the newer model. Okay, the newer model will cost you around $100, or more, $100 to $150. Well, we actually we don't sell it. I mean, we, I will link it to another, a manufacturer, please. And, uh...
07:00
Speaker 1
Yeah. Mm-hmm. Mm-hmm. I see. Mm-hmm. Mm-hmm. Oh. Okay. Gotcha. Okay. Well, I guess we have no choice. So, if you would be able to send the instructions over to the email you have on file, maybe, hopefully, I can try that here and it could work, but we'll just have to see. Okay. Thank you. Okay. Mm-hmm. Okay. All right.
08:00
Speaker 2
It is Linksys products. You can only purchase it from Amazon or Best Buy or any local stores. You may try it from local store, if yeah, if they can give you discounts. Um, if uh, yeah. if ever you swap it with an older model. yeah sure, sure I'll send it to you right now. Yes, I just sent you the email, ma'am. You may check it on your inbox. So, you may try the instructions first and, uh yeah, why not give it a try first and check if your connection is okay. All right.
08:00
Speaker 1
Thank you anyway. You too, take care. Bye bye.
09:00
Speaker 2
Okay. Thank you so much for your time, ma'am. This is Epi from Linksys. Thank you for calling. You do have a great day. Bye. Take care.
09:00