V2 Rubric Detail — a3a9ae36-7efc-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 20:51
Duration
10m 41s
Contact
803-290-6083
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#EOS00136969
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500 No Internet

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
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall68.5% (+12.6)

V2 Grader Summary

The agent identified the EA7500B2 as an end-of-support device and offered to email self-help steps, but no on-call troubleshooting was performed, leaving the internet issue unresolved. While the agent showed basic empathy and ownership, the lack of diagnostic work and failure to resolve the problem results in an unresolved outcome.

V1 Case Analysis

No internet on EA7500B2 (flashing green LED). Collected model/serial/email, identified as legacy/out-of-support, sent email with generic troubleshooting steps.

Troubleshooting Steps
  • Collected model number (EA7500B2) and serial number.
  • Confirmed default Wi-Fi SSID is visible (Linksys0A7505).
  • Identified device as legacy/out-of-support.
  • Collected customer name and email for follow-up.
Key Observations
  • Agent did not perform basic WAN troubleshooting (modem check, power-cycle, WAN LED verification) as required by universal_isp_modem_diagnostics.md.
  • Agent incorrectly declared the EA7500B2 as end-of-support; KB does not confirm this model is EOL, and firmware updates were available as recently as 2023.
  • Flashing green LED on EA7500B2 is not documented in KB; agent failed to consult ax_maxstream_wifi_connectivity.md or universal_isp_modem_diagnostics.md for LED interpretation.
  • No verification of WAN connection status or ISP outage was attempted.
Positive Highlights
  • Accurately collected customer name, email, model, and serial number.
  • Polite, empathetic tone and clear apology for the inconvenience.
  • Provided a clear next-step (email with troubleshooting steps), offering a self-help path.
Agent Errors / Gaps
  • Incomplete troubleshooting for an internet-outage issue — skipped mandatory Step 1 (direct modem test) and Step 2 (WAN status check) in universal_isp_modem_diagnostics.md.
  • Provided materially incorrect technical statement: EA7500B2 is not confirmed as end-of-support; firmware updates exist in public KB, contradicting agent claim.
  • Failed to interpret LED status correctly — flashing green is not documented for EA7500B2 in KB; agent should have escalated or used general diagnostics instead of assuming EOL status.
  • Did not verify WAN connection or perform power-cycle sequence despite customer reporting outage.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent only promised to email troubleshooting steps; no issue was resolved on the call and customer's internet remained down.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked about LED status and confirmed default Wi-Fi name, which are diagnostic steps, but skipped essential checks like modem power cycle or WAN cable verification.
R3 Met Correct resolution path conf 96%
Agent correctly identified the EA7500B2 as end-of-support and followed policy by offering self-help resources instead of attempting unsupported troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (no internet) and asked about LED behavior and default SSID, but did not pursue root cause beyond product obsolescence.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used internal lookup to confirm product status (tool use), but did not guide customer through modem/router isolation test which was appropriate for the scenario.
T3 Met No misinformation conf 97%
Correctly stated EA7500B2 is legacy/end-of-support; accurately described default Wi-Fi name location and format per KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow and collected necessary info, but failed to set expectations about limited support due to product age early in the call.
C2 Met Confirmed understanding conf 94%
Agent used simple language, asked for spelling of the email, and avoided technical jargon; adapted to customer’s pace and communication style.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from contact to close, collected required info, and honored the commitment to send an email without transferring.
O2 Met Proactive follow-through conf 95%
Agent stated the next step: 'I'll be sending you an email right after this call' with implied timeline (within minutes).
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for an end-of-support product.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent apologized for the inconvenience and used a courteous tone throughout.
X2 Met Tone & rapport conf 91%
Agent matched the customer's pace, repeated information when asked, and kept the conversation friendly.
X3 Partially Met Overall experience conf 88%
Agent collected information but did not perform any on-call troubleshooting, leaving the customer to follow emailed steps.
Call Transcript20 turns · 21 lines
Speaker 1
Hi, how you doing today? I'm doing good it's going good. I'm calling to let y'all know my internet is still not working and I tried everything I could do I try to unplug it from the back. I tried to reset it from the back. Um I even unplugged it from
00:00
Speaker 2
[silence] 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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys Technical Support. My name is Ellie, how can I help you? I'm good, sir. Thank you so much, by the way, for asking. How about you? How was your day so far? Uh-huh.
00:00
Speaker 1
[KEEP_UNCERTAIN] The the wall, and it still ain't doing nothing. Oh, I don't know what else to do. Um, I it so I went out early this morning at like one o'clock and it hadn't came it hadn't come back on since. Okay, okay. Um, give me one second. You said the the what?
01:00
Speaker 2
Oh, I truly apologize for this inconvenience, but, um, you mentioned that the internet is still not working. Did just everything happen today? [silence] Okay, so there was a power outage happened earlier today. And then can you tell me what is the LED light that shows from the router? Okay. The LED light, what, what color does it show?
01:00
Speaker 1
Oh, uh, green. No, it's like flashing. Yes, sir. The model. Um, the model number is. Okay. Okay. Um, is it. Is it, the model number is a short one, right? Is it 95411507? The, the, 95411507. [silence] Thank you. Bye.
02:00
Speaker 2
Okay, green like solid green or blinking or flashing green? Okay, it's flashing green. Sir, can you tell me the model, I'm sorry? Yeah, the model number and the serial number of your Linksys router. Okay. Uh, you can check it under the router, just turn it upside down. Yes, that's the short one Napa 4, 4, 107.
02:00
Speaker 1
507. Uh, yes, sir, it is. This. Um, the serial number is 3-0-2. 3-0-3-C-2-5. 1 at 4-E. Mhm. Yep. Mhm. Yes, sir, that's it.
03:00
Speaker 2
[silence] [silence] [silence]
03:00
Speaker 1
Oh, the model, oh, okay, you ready? Is EA7500B2. Okay, okay. The model, oh, okay, you ready? You have… Uh, it is, yes sir.
04:00
Speaker 2
Okay. Let me just check this one. It doesn't show anything here but let me just check. Uh do you have any other information from the model number? Okay, perfect. That's the one that I'm looking for. Thank you so much. And by the way sir, is this like your first time calling linksit? Mhm. Thank you so much. And uh, by the way, since this is [silence]
04:00
Speaker 1
my first name is Nicolas N-I-C-H-O-L-A-S and my last name is Steiner S-T-E-I-N-E-R my active email address is Branchville 40 at gmail.com uh yes sir it's B-R-A-N-C-H-V-I-L-L-E and then the number 40 at gmail.com
05:00
Speaker 2
your first name and your last name please. Okay, [silence] okay, and Nicholas can you also please have your active email address? Can you help me spell that out please? Okay, [silence] perfect, thank you so much.
05:00
Speaker 1
Um, I Press and held it until The, the, the Lancel sign on the front of the record started blinking. And then I just let go. And then I just let go.
06:00
Speaker 2
Okay. So while I'm creating a record, sir, just to confirm, since you mentioned that you reset the router earlier, so for how long did you press and hold the reset button? Mm-hmm. O, okay. Okay. So since you perform it already, sir, uh, can you confirm,
06:00
Speaker 1
the default wifi name you don't mind the wireless network Oh, LAN says 05505 [silence]
07:00
Speaker 2
If you can, see the default WiFi name of your Linksys device. Yeah. You can, you can turn the router upside down again. There should be a WiFi name. which should be start with Linksys. Yeah, the wireless network of your EA7500. Can you check if it shows you there? I mean, is it showing? Its default WiFi name that should start with Linksys. Links Linksys OA7500. Okay. So it is showing. So, okay. Oh, okay. Um, Sir Nicholas, I did actually check it here. So the router that you have, Sir Nicholas, is one of our router, or one of our legacy routers. So aside from linksys is no longer manufacturing the same product. The router that you have is also um rich its end of support life. So we actually no longer provide support for this type of router Sir Nicholas. So the only way that I can help you is by sending you an email with all of the troubleshooting steps that you need. And just to complete the record here Sir Nicholas, who is your internet service provider, please? [silence]
07:00
Speaker 1
uh broadband okay okay Okay. They're saying no Internet connection.
09:00
Speaker 2
Okay, broadband, thank you so much. So, uh, yeah, sir, Nicholas, um, I'll be sending you an email, uh, right after this call. But just please follow the steps from that email so that, uh, you can perform some troubleshooting. But for this one, sir, since, uh, you were able to see the default wifi name of your router, how about you try connecting to it? Yeah, go to the wifi settings of your phone. And then look for the wifi name that says LS 05505.
09:00
Speaker 1
Yes, sir, I appreciate it. Uh-huh. Uh-huh, okay. I appreciate it. Yes sir, you too. Uh-huh. [silence]
10:00
Speaker 2
Okay. Cause might be you still need to set that one up. So, I yeah I'll be sending you all of the uh troubleshooting steps that you need. So I'll be sending it to Drincheveal40@gmail.com. Okay, so, yeah. Just give me at least a minute or two right after this call so that I can send you the email right away, okay? Okay. See you too, sir Nicholas. Have a good one. Bye bye for now.
10:00