V2 Rubric Detail — 9fcf0f1a-8224-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 21:15
Duration
11m 17s
Contact
224-804-4077
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#EOS00137718
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: End of Support_EA8300

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall45.1% (-10.9)

V2 Grader Summary

The agent correctly identified the EA8300 as end-of-life and followed OOW protocol by offering best-effort troubleshooting and replacement advice (R3 Met). However, the issue remained unresolved (R1 Not Met) due to incomplete diagnostics (T2 Not Met) and lack of tool usage. Interaction showed organizational inefficiencies and passive follow-up but no critical failures (Partial Resolution).

V1 Case Analysis

EA8300 router connects to Wi-Fi but no internet; agent declared device out of support, sent generic steps, advised replacement. No core troubleshooting performed.

Troubleshooting Steps
  • Confirmed Wi-Fi association but no internet.
  • Customer performed power-cycle of router and modem.
  • Customer attempted manual firmware download (failed).
Key Observations
  • Agent failed to perform standard Internet/WAN troubleshooting (WAN status check, DHCP verification, cable integrity test, ISP isolation).
  • Agent provided specific but unverified support end date (May 15, 2025) without KB reference or confirmation.
  • Agent collected redundant contact information (two phone numbers) causing inefficiency and confusion.
  • No guidance provided for accessing router UI via correct local URLs (192.168.1.1 or myrouter.local).
  • Agent did not verify if basic steps (modem lights, direct modem connection) were already attempted beyond power cycling.
Positive Highlights
  • Collected model number and serial number early in the call.
  • Offered to email troubleshooting guidance to the customer.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Failed to execute core troubleshooting steps for no-internet issue per KB (WAN status, DHCP, cable check, ISP isolation).
  • Provided unverified support end date (May 15, 2025) without internal validation or KB citation.
  • Collected duplicate phone numbers without clear justification, creating call friction.
  • Did not direct customer to proper local router access URLs for diagnostics.
  • Did not confirm whether customer tested modem lights or direct modem-to-device connection.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the intermittent connectivity issue; only provided email with steps and suggested replacement without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent asked about resets, verified router UI access, and acknowledged customer attempts, but skipped critical diagnostics (WAN status, modem test, firmware verification).
R3 Met Correct resolution path conf 95%
Agent correctly identified EA8300 as end-of-life per KB, explained support ended, offered best-effort troubleshooting via email, and recommended replacement — aligns with OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent confirmed symptom (devices connect but no sustained internet), verified router UI access, and asked about resets — basic logical sequence but root cause not identified.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use required diagnostic tools for 'connected no internet' symptom: no WAN status check, no modem-direct speed test, no router admin login — gaps affected accuracy per universal_isp_modem_diagnostics.md.
T3 Partially Met No misinformation conf 88%
Agent stated EA8300 support ended May 15, 2025. While specific date is unsupported, the device is correctly identified as outdated per universal_speed_below_plan.md (4-5 year lifespan).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent gathered model/serial and created a record but caused disorganization through repeated requests for phone numbers/email; maintained basic control despite inefficiencies.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple terms and confirmed understanding (e.g., 'did you receive it already') but did not adapt to customer frustration or check comprehension of troubleshooting steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent created a case record, committed to sending troubleshooting steps, and did not transfer — showed ownership within EOL policy limits, though follow-up was passive.
O2 Partially Met Proactive follow-through conf 91%
Agent set next step (emailing steps) and confirmed receipt but provided no timeline or proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to maintain per transcript and Assessment 4 (case_history_applicable=false).
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope (EOL diagnosis and guidance).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation executed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent remained polite and solution-focused but offered no explicit empathy for repeated outages or customer effort; tone was procedural rather than acknowledging frustration.
X2 Partially Met Tone & rapport conf 82%
Agent matched customer pace in parts and confirmed receipt of info but increased customer effort through repeated requests for contact details; overall kept interaction moving.
X3 Partially Met Overall experience conf 80%
Customer repeated phone numbers/email due to agent needing them for record creation; some repetition was necessary, though process could have been streamlined to reduce effort.
Call Transcript22 turns · 23 lines
Speaker 1
Hey, we've been having trouble with our router connecting to the internet. Unfortunately, it's been on and off for the past month or so with outages, and we checked with our network provider, and it doesn't seem to be an outage on their end. I think it might be a hardware issue.
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. [background noise] [music] Hi, thank you for calling Linksys Technical Support. My name is L.D. How can I help you? Is this like your first time experiencing the issue or have you been experienced this one before? Okay, so can I please have the model number and the serial number of your Linksys router?
00:00
Speaker 1
Yes. The serial number is 21, P 10, C 63714903. And the model number is EA 8300. It doesn't drop. It's um, so whenever we click like our primary Wi-Fi, and we log on to it, and we go onto any like connected device on there, it won't get any internet.
01:00
Speaker 2
Okay. And when you actually experienced this one, ma'am, like, the Internet is kind of dropped directly or the routers that provide... Mm-hm. Mm-hm.
01:00
Speaker 1
Yeah, and I'm on the control panel my dad's on the links to Linksys Smart Wi-Fi and it says our phones are able to connect to the router but the router can't can't connect to the internet. Uh yeah, I think it might be under my dad's.
02:00
Speaker 2
Okay. Okay. So, basically, the phone can connect to the network, but when you try to browse, for example, in a browser, it's not giving you it's not responding. Or it's not doing anything. Mhm. Mhm. Okay. I see. And then that's actually a good thing that you were able to you were able to go to the router settings of your EA8300. For this one, I was trying to try to look to some information using the phone number that you're using right now, and with the serial number, but unfortunately, I was not able to pull up anything. Can I please have your first name and your last name? [silence]
02:00
Speaker 1
Kutay could give you the uh, the phone, um, his phone number? Okay. Um, give me one moment. All right, eight, four, seven. Three three eight one one one three. And his name is Scott. Maybe try this other phone number. You do eight, four, seven. Four, eight, nine, six, three, five, seven.
03:00
Speaker 2
Yeah, absolutely. Okay. Thank you so much. Okay. Uh, still, I'm not get, uh, I'm not getting any result under your dad's name. Uh, yeah. Okay, uh let me try it. [silence]
03:00
Speaker 1
Burke B.U.R.K.E. might be it. You. Pink, Brad, or Bradley. got it. Interesting. Okay. Yes. It's BR a D. L. Y. B. U. R. K. E. at@ Gmail. com. OK. [silence]
04:00
Speaker 2
Okay. Thank you so much. So I'll be putting on the record both your phone number and your dad's phone number. So
05:00
Speaker 1
Many, many times. Yeah. We reset the router. We tried unplugging it. We also tried resetting and unplugging the modem that it's connected to as well. I checked the connection between the Ethernet cable and the modem, and it seemed fine. Oh, it looks like I'm back online. Let's see. It just says, oh, there it goes again. It says, "The device is connected to the router," and then it says, "It's connected to the internet," for, like, a second, and then it goes away.
06:00
Speaker 2
Did you try turning off and on the router apart from that one? Did you also attempt to reset the router before? Okay uh-huh mm-hmm. Oh okay I see and uh by the way uh I just finished creating a record for this one and I did also check and it appears here that uh your dad
06:00
Speaker 1
Oh, okay. Yeah, no wonder. I tried... I tried manually downloading firmware to it and it wouldn't wouldn't work, so... Okay. Okay.
07:00
Speaker 2
EA 8300. Is no longer receiving any updates from our system because Oh linksys, uh, is no longer manufacturing the same product. since November 15th of 2023, and that was like three years ago. And then regarding Yeah. And also regarding the support for this router, it actually also ended like since May 15th of 2025. It's just actually last year that we no longer support this router. So your dad might want to actually consider getting a new router, sir. And then uh for this one, uh I can send you an email with some troubleshooting steps.
07:00
Speaker 1
Yeah, thank you so much. Are you able to send the steps to my email? Yeah.
08:00
Speaker 2
So yeah, so that you could follow so that I could be assisted still. So just follow the steps. And if it will not gonna work, then maybe uh you might really want to need to consider getting a new router for this one. Okay. uh-huh. Yeah, so would there be anything else that maybe I can help? Uh uh-huh. Can I I I can actually send at to your email directly. Can I have your uh email address? uh okay, perfect. Okay, how about this one? Can you wait on the other line?
08:00
Speaker 1
yep let's see okay yeah
09:00
Speaker 2
Save my, just to confirm that you receive would that be okay? I'll just save your email address first and then I'll just let you know once I'm done sending it. Okay, it's just updating and then
09:00
Speaker 1
Okay, let's see. I'm not, see, oh, here we go. There we go. Hmm. Yeah. [silence]
10:00
Speaker 2
okay let me send you this okay there you go [silence] did you receive it already okay that's perfect so uh yeah just please follow that steps sir so that uh this router of your dad might can actually be still uh work but if not
10:00
Speaker 1
thanks for your help.
11:00
Speaker 2
and then maybe you should do the other thing, you know, do the other stuff, then like, you know, pre-tasting a new router. Okay, you too. Thank you so much as well. Have a good one.
11:00