V2 Rubric Detail — a4b73d32-70fd-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 01:23
Duration
7m 24s
Contact
William Mc Nicholas
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134888
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall55.0% (-1.0)

V2 Grader Summary

The agent identified the EA6350 as out-of-warranty and offered best-effort guidance through self-help resources and a product upgrade recommendation, but failed to perform any diagnostic troubleshooting or resolve the connectivity issue. While technically accurate and customer-owned, the lack of active problem-solving resulted in an unresolved outcome.

V1 Case Analysis

Customer with out-of-warranty EA6350 experiencing Internet/WAN connectivity issues. Agent advised factory reset and reconfiguration via support.linksys.com, offered to email step-by-step instructions, and recommended upgrading to MX series. No diagnostics performed. Follow-up email promised.

Troubleshooting Steps
  • Collected model number (EA6350) and serial number (14Y20J0C511260)
  • Verified out-of-warranty and end-of-life status
  • Advised factory reset and reconfiguration using online support articles
Key Observations
  • Agent did not perform any direct diagnostics (e.g., check router LED status, verify WAN cable, test modem connection) before recommending reset.
  • Agent correctly identified the device as out of warranty and end-of-life based on serial number lookup.
  • Agent provided accurate support URL (support.linksys.com) and offered to email helpful resources.
  • No HappyFox case was created or referenced, which is a protocol miss for product support calls.
  • Agent recommended a suitable upgrade path (MX series) appropriate for modern performance and security needs.
Positive Highlights
  • Accurately collected model number (EA6350) and serial number (14Y20J0C511260) from customer at [02:00].
  • Correctly identified and communicated that the device is out of warranty and end-of-life at [03:00].
  • Provided the correct support website URL (support.linksys.com) for self-help resources.
  • Offered to email step-by-step reconfiguration instructions to assist the customer.
  • Recommended upgrading to a current MX series router, which is appropriate given the age and limitations of the EA6350.
Agent Errors / Gaps
  • No verification of WAN connection or router LED status before recommending reset — skipped basic isolation steps per universal_isp_modem_diagnostics.md.
  • Did not create or reference a HappyFox case number, violating standard case management protocol.
  • Did not confirm whether the follow-up email was actually sent before ending the call.
  • Failed to guide customer through basic troubleshooting (e.g., power cycle modem and router, check physical connections) before suggesting reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only suggested a reset and purchasing a new router without confirming any fix.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed (e.g., no power cycle, no modem check, no router reset guided, no LED status verification).
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and end-of-life, offered best-effort support via self-help resources and product upgrade recommendation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent confirmed the symptom (no internet) and collected model/serial, but did not ask diagnostic questions about cables, LED status, or prior ISP checks.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent provided support.linksys.com and offered to send an email, but did not use internal diagnostics or guide the customer through essential tools like a modem test or router login.
T3 Met No misinformation conf 96%
All technical suggestions (reset, use of support site, MX series recommendation) are factually correct and consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but failed to set clear expectations or structure a troubleshooting path; interaction was reactive.
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated information for clarity, and confirmed customer details; communication was accessible.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, and committed to sending an email with support resources.
O2 Partially Met Proactive follow-through conf 88%
Agent promised to send an email but gave no timeline or confirmation of when it would arrive or what it would contain.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this out-of-warranty configuration issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer frustration or repeated effort; empathy was minimal.
X2 Partially Met Tone & rapport conf 84%
Agent maintained pace but did not adjust tone or approach in response to customer’s confusion or repeated questioning.
X3 Partially Met Overall experience conf 87%
Agent reduced effort by offering to email instructions, but required full serial number repetition and provided no on-call resolution to minimize steps.
Call Transcript16 turns · 16 lines
Speaker 1
uh yes i'm just wondering if i can get a little um to see how my spectrum's telling me nothing's going on their end and my link's this router i can't seem to uh [silence] [silence] [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Espi. How can I help you?
00:00
Speaker 1
Getting connected, like it's having issues every night or not connecting. I'm just wondering if it's an easy fix. I'm sure there's no warranty on it, but I don't think it's, you can probably tell me how old it is if I give you the serial number. Correct, I have the Internet from Time Warner. They're saying everything's good on their end, but now I can't connect to my router. My Lynksys router will not connect. Been an ongoing issue. It's Spectrum. It's a Uh. Let me get my flashlight on my phone. Yep. Uh, you need the serial number?
01:00
Speaker 2
Okay, so right now your internet is not connected. I mean. You are unable to go online using the Linksys. Is it spectrum or time Warner? Okay. Can you have the model number and the serial number of your Linksys device? Just try to look underneath it. Okay.
01:00
Speaker 1
Hey, it's one-four-Y2, I'm taking, I got that's a zero-J, zero-C, five, one, one, two, six, oh. That's one-four-Y two zero-J zero-C, five, one, one, two, six, O. Zero. I don't see a model number. I mean, oh, oh, there is a, oh, I do see a model number down there now. Yup, EA, Yup, that's the model number. Yup. And the green light is on, but I cannot connect to it. This is William McNicholas. [silence]
02:00
Speaker 2
Yeah. Please. Okay. So, let me just check this serial number. All right, so it's E-A 6350. Okay. All right, sir, let me just create a record. Can I have your name and your email address as well? Yeah. Please. Okay. So, let me just check this serial number. All right, so it's E-A 6350. Okay. All right, sir, let me just create a record. Can I have your name and your email address as well.?
02:00
Speaker 1
w. nicholas seven. I'm sorry. This is William McNicholas. M-C-N-I-C-H-O-L-L-A-S. W McNicholas seven at g-mail.com
03:00
Speaker 2
Okay, is it Louis? I'm sorry, your name again? Okay, William, all right. How do you spell your last name? Okay, Nickolas and your email address. All right. So, yeah. So, you said that the internet is not working, sir. It could be that the router is not communicating with your modem. Okay, right now. And sir, upon tracking here in our system, okay, based on the serial number you've given me, this router, EA6350 is already out of warranty, sir. All right. And it's even one of our end-of-life routers. Do you want me to replace it for you? Or would you like to do a repair while this was covered? Yeah.
03:00
Speaker 1
Okay. Okay, so wait. So, just real quick. Okay, just real quick. Do you know how old this modem is?
04:00
Speaker 2
What we can offer, sir, is our website, which is support.linksys.com. You will find there articles on how to reconfigure this device. Okay. Since your internet is not working, you need to reset the router to make it communicate with your modem. And we also have an A.I. agent at the bottom right. You can take advantage of our A.I. tool at the bottom right. And if you want, I can also send you an email, sir. Mm-hm. If you base it from the, from the, end of support, sir. It's actually, I mean from end of life, that would be August 25.
04:00
Speaker 1
Okay, so you're saying, okay, so, you just said real quick, you, just said it's obviously at it's end of life is what you're saying, right? So, it's not, but it can be reconfigured, but it's probably not worth it. I'll probably just go buy a new one, is what, you're saying, okay, okay, there's not, if, if it's, if, if, if it's, if it's that old, it's probably not worth trying to get it reconfigured or, whatever you told me to do, and pay for something I can just go get a new router at Staples or something.
05:00
Speaker 2
20, 20, but, uh, yes, based on our, based on the serial number, it's actually, the ship date is on July 2018. Yes, that's right. Yes. That's what, that will be another option, sir. That will be another option. Uh, upgrading your router. You can actually try the website I gave you, sir, since that is for free. Okay? There are articles there related to your issue. So, since this device is still, the hardware is still working. It's just the configuration needs to be corrected. So, probably the router...
05:00
Speaker 1
Okay. Is that hard to do from the website? I mean is is the self is planatory. Is it hard to do from the website? Yep. If you if you if you be kindly send me an email. Maybe I'll give it a try. If not maybe I'll just go buy an I mean the routers aren't that expensive. So is there a new model Re? Can you do you recommend like like a like what kind to get? Can you put that in the email? Like if I went and bought a newer one, can you recommend me a decent a good one? Okay. I mean, I'll read the email. I'll read the email and see if I can reconfig it. But if it's 2016, it's going on 10 years old. I might just probably just go get a new one. Because I've been reset I've been im plugging it and resetting it for a while now and Time Warner says nothing's wrong on their end.
06:00
Speaker 2
orders reset right now and you need to reconfigure the settings. It's self-explanatory. It's self-explanatory and I can also send you an email for this. Okay. Well, uh, I can actually, uh, yeah, recommend you, um, the MX series routers. Yeah. Mm-Hmm. Okay, all right.
06:00
Speaker 1
So, okay, thank you. YouTube, bye-bye. [silence]
07:00
Speaker 2
OK, all right, not a problem, sir. So, just please wait for the uh for my email, okay? All right. Thank you so much for your time. This is Epi from links. Thank you for calling. Have a great night. Thank you, bye bye.
07:00