V2 Rubric Detail — a1ef2c24-81fe-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 16:43
Duration
6m 18s
Contact
832-523-2958
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137662
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-66.0)

V2 Grader Summary

Agent incorrectly declared the EA7300 unsupported (contrary to KB), provided no troubleshooting, and suggested buying a new router—constituting Avoidance/Evasion. No resolution path was offered, and technically inaccurate guidance was given, leaving the customer's app-connectivity issue unresolved.

V1 Case Analysis

Customer unable to locate EA7300 via Linksys app. Agent confirmed device is EOS and advised upgrading to a newer model or repurposing as an access point/extender. No troubleshooting performed. Closed with self-help guidance.

Troubleshooting Steps
  • Collected customer name, email, and serial number
  • Verified model number as EA7300
  • Informed customer the device is end-of-support and no longer supported
Key Observations
  • Agent correctly identified the EA7300 as an end-of-support product and communicated that Linksys no longer provides technical assistance for it
  • No troubleshooting steps were performed for the app-cannot-find-router issue, which is appropriate given the EOS status per KB guidance
  • Agent provided a valid self-help path by suggesting repurposing the router as an access point or upgrading to a newer model
  • Call lacked proactive troubleshooting or empathy but followed correct support path for EOS devices
Positive Highlights
  • Accurately identified the model number as EA7300 from the serial number
  • Correctly recognized that the EA7300 is an EOS product and communicated that Linksys no longer provides technical assistance for it
  • Provided a valid next step by suggesting the customer upgrade to a newer router or repurpose the existing unit as an access point/extender
  • Collected all necessary customer information (name, email, serial number) at the start of the call
Agent Errors / Gaps
  • Did not attempt any troubleshooting steps (e.g., verifying local web UI access, power cycling, or app compatibility) before declaring the device unsupported
  • Did not explicitly confirm warranty or support status via a lookup tool, relying instead on general knowledge of product lifecycle
  • Lacked empathetic acknowledgment of customer's frustration during the interaction

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the EA7300 unsupported and suggested buying a new router without resolving the app-connectivity issue or offering any workaround.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., checking power, rebooting, verifying local access) despite the app failing to detect the router.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated EA7300 is end-of-support and refused best-effort troubleshooting, violating OOW standards requiring troubleshooting attempts for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask diagnostic questions about router state, app behavior, or network setup — skipped root cause identification.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., web browser access, firmware check, local IP verification) were used to confirm router operability or visibility, despite the issue requiring verification of router visibility.
T3 Not Met No misinformation conf 98%
Agent claimed EA7300 is 'end of life' and 'no longer manufacture this one and provide any technical assistance,' contradicting KB which confirms EA series support for local web interface and firmware updates.
Communication
C1 Not Met Clear & professional language conf 96%
Agent provided no call structure, agenda, or transitions — ended abruptly after declaring no support ('This device is already part of our end of life... upgrade into a new router').
C2 Not Met Confirmed understanding conf 95%
Agent used technical jargon ('end of life', 'no longer manufacture') without adapting to customer confusion ('What does that mean?') or checking understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent failed to take ownership, immediately deflected to product replacement instead of attempting resolution or offering alternatives.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were given beyond 'upgrade to a new router'; customer received no actionable path forward.
O3 Not Applicable Closure confirmation conf 90%
First contact; no prior history to reference or maintain (confirmed by Assessment 4).
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation occurred, and none was warranted for this end-of-life device issue per transcript and Assessments 1-2.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy shown ('as much as I'd love to help'); no acknowledgment of customer's frustration with app failure or setup difficulty.
X2 Not Met Tone & rapport conf 94%
Agent maintained procedural tone despite customer's visible confusion and tangential remarks, failing to re-engage, clarify, or adapt communication style.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and received no effort-saving actions; agent did not use available methods (e.g., web access) to reduce friction or bypass app dependency.
Call Transcript13 turns · 13 lines
Speaker 1
Um, Hey. Um, Hey. Yeah. Um, I'm, uh, I'm trying to set up a, uh, a router. And I downloaded the app. And it keeps saying it can't find a router in my system, but I'm, I'm actually on it. So I'm not, you know, what's going on. Yeah. I keep, yeah, I just keep, yeah, yeah, yeah, yeah. It keeps taking me back. Nope, it can't find it. Can't find it.
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. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? Mhm. Hmm. Let us see. So, you're trying to set up your, Linksys router, but it, uh it's unable, I mean, it's, the Linksys app, we're unable to locate the, the router. I see. Okay. So,
00:00
Speaker 1
[KEEP_UNCERTAIN] full name. What do you mean? what do you mean? Kevin Kevin Robinson, O-R-R-O-B-I-N-S-O-N. Kevin Robinson, six six six six six at, six six six at gmail. DY responding? Yep. And I
01:00
Speaker 2
All right. All right, so no problem. I'll help you out in doing the troubleshooting. But before that, let me just run some verification with you first. Okay. So let's start with your full name, your first and last name. That's Kevin Robinson. All right. How about your email address? Uh-huh. Gmail.com. All right. So that's uh mmmm-kevin Robinson666@gmail.com
01:00
Speaker 1
OK, uh serial number. 1-9-T-1-0-S0-A7-164360A-0-A is an Adam. yep. [silence]
02:00
Speaker 2
all right all right and then uh do you mind providing me the serial number and the model number of your Linksys router? all right let me just repeat that's 19 t for tango 1 0 s for Sierra 0 8 7 1 6 4 3 6. oh a as in Adam all right so 0 a Alpha 7 1 6 4 3 6
02:00
Speaker 1
[KEEP_UNCERTAIN] Yes, sir. Oh, man, I don't I don't know who it is out here. I I have no idea who it is. I they got a I'm actually setting this up for a buddy of mine um uh it's my route but I'm giving it to him. But he's got it way around here. It's like a they beamed it. I don't even know the name of it. That's like beam the the god dang signal down the street. Right? it's real. It's yeah, it's pretty wiggity stuff. They got, yeah. Yeah.
03:00
Speaker 2
Is that correct? All right. And may I know who's your internet service provider? Hmm. All right. Um, just to confirm with you, sir, the. Actually the the links is device that you have right now, as per checking here, you got a model number EA 7300, and, um, yeah. And, uh, unfortunately, the
03:00
Speaker 1
Yeah. Yeah. Yeah, I'll be here. I mean, hold on, hold on. I'm here. Yeah. What does that mean? what are you saying? I'm just, I'll see, yeah. Yeah. How old are you? How old is this one? Oh, okay. Okay. Okay. So yeah, and also, you done something to him.
04:00
Speaker 2
This device is already part of our end of life and the of support products which means we no longer manufacture this one and provide any technical assistance for this router. Hello. Uh Mm. Yes, sir. Mm. Uh Yeah, sir. Mm. So technically sir, this device is an old model. Uh We no longer manufacture this one and we have already stopped providing assistance or support for this specific model since 2025. So as much as I'd love to help. Oh, it's on. It's based here on our system. It's uh 10 years old. Uh Yeah, sir.
04:00
Speaker 1
not really the main router but uh but just a because this place it's got bad reception and everything and I was gonna put this router and another one and they were gonna be what do they call it when it's just one it's not gonna be the main router it's just like a repeater or something like that you know what I mean extender. yeah
05:00
Speaker 2
Yeah, probably because we no longer update it and yeah, this has been removed, you know, accessing the the account using email and password. So basically, what I can suggest is you upgrade into a new router instead of using this one. Hmm. Yeah, sir. Hmm. Like an an access point you mean? Yeah, an extender [silence]
05:00
Speaker 1
Yeah. Okay. All right, brother. Thanks, man.
06:00