V2 Rubric Detail — aa54c18e-6b7a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 01:03
Duration
7m 25s
Contact
Dylan Stoneburner
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134003
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_No internet wired and wireless
⚠ 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: Agent avoided providing assistance by falsely claiming the device was end-of-life and refusing support — constitutes Avoidance/Evasion (B) under critical failures.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent misidentified the EA7300 v2 as an AA7500, falsely declared it end-of-life, and refused technical support — contradicting documented firmware and support policies. No valid troubleshooting, tool use, or escalation occurred, leaving the issue unresolved and the customer without a path forward.

V1 Case Analysis

Customer reports EA7300 v2 router shows Wi-Fi but no internet. Agent misidentified model as AA7500, falsely claimed end-of-life, advised factory reset and ISP contact. No diagnostics performed.

Troubleshooting Steps
  • Collected customer name, serial number, and email
  • Incorrectly identified model as AA7500
  • Stated device is end-of-life and no support available
  • Advised factory reset and direct-wall connection test
Key Observations
  • Agent misidentified router as AA7500 (non-existent model) instead of EA7300 v2 [05:00].
  • Agent falsely claimed the device was end-of-life and no technical support could be provided, contradicting KB (EA7300 v2 is supported).
  • No basic troubleshooting performed: no modem test, no WAN status check, no firmware verification, no PPPoE/ISP credential check.
  • Incorrect advice to connect computer directly to 'wall outlet' (should be modem/ONT for proper upstream testing).
  • No warranty lookup or eligibility discussion despite potential out-of-warranty status.
Positive Highlights
  • Collected customer details (name, serial number, email, phone).
  • Maintained polite tone throughout the call.
Agent Errors / Gaps
  • Incorrect model identification (AA7500 is not a valid Linksys model).
  • False statement that EA7300 v2 is end-of-life and unsupported (contradicts KB).
  • Failure to perform basic diagnostics (modem test, WAN status, firmware check).
  • Incorrect advice to connect to 'wall outlet' instead of modem/ONT for upstream testing.
  • No warranty lookup or support eligibility discussion.
  • No escalation or paid-support path offered despite device being supported.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'I won’t provide any technical support here over the phone' and offered no resolution path for the no-internet issue despite customer confusion.
R2 Not Met Diagnostic thoroughness conf 97%
Only suggested reset and bypass steps without verifying WAN status, checking local access, or testing connectivity systematically.
R3 Not Met Correct resolution path conf 98%
Misidentified EA7300 v2 as AA7500, incorrectly declared it EOL, and refused support — EA7300 v2 is still under limited support per KB; wrong path taken.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Failed to identify root cause; incorrectly assumed EOL status instead of diagnosing possible PPPoE, backhaul, or firmware issue.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use http://192.168.1.1 or http://myrouter.local to verify Wi-Fi, firmware, or WAN settings — tools required for accurate diagnosis were skipped.
T3 Not Met No misinformation conf 99%
Provided false information: claimed EA7300 v2 is EOL and no longer receives support — contradicts KB which confirms it still receives security patches.
Communication
C1 Not Met Clear & professional language conf 96%
Abruptly ended interaction after stating no support would be provided, without managing expectations or maintaining control.
C2 Not Met Confirmed understanding conf 95%
Used inaccurate model name and unsupported EOL claim without confirming understanding; no adaptation to customer’s evident frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Refused to assist, transferred responsibility to ISP without validating issue — failed to take ownership of customer’s problem.
O2 Not Met Proactive follow-through conf 95%
Vague next steps: 'reset for 30–40 seconds' and 'bypass router' without clear instructions, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Failed to escalate despite being unable to resolve issue and providing factually incorrect information — escalation was warranted.
E2 Not Applicable Escalation prep & handoff conf 94%
No escalation was executed, and one was required, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
No empathy shown; dismissed customer with 'I won’t provide any technical support' after customer expressed distress ('Oh man').
X2 Not Met Tone & rapport conf 96%
Continued with scripted, inaccurate response despite customer’s emotional state and confusion; failed to adapt tone or pace.
X3 Not Met Overall experience conf 95%
Customer repeated serial and model info; agent did not leverage known data, increasing effort unnecessarily.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For end warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support, please have your device 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. Hi, thank you for calling Linksys. My name is Raquel and how may I assist you today? Mm-hmm. Okay. Mm-hmm.
00:00
Speaker 1
I set it up like many years ago and haven't used it since.
01:00
Speaker 2
[silence] Okay, got it. Thank you for all the information. May I have a serial number of that router so that I can assist you properly? Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Okay, let me make sure I got it correctly. So that's nine, and T for Tom number two, C for Charlie 6559141-187. Is that correct? Okay. [silence]
01:00
Speaker 1
659 160 17 What's number. The one that starts with EA. It's Yeah, 7300 version 2. Yes. Yes ma'am, it's uh Dylan Steinbrenner 659160 uh it's uh SS is a
02:00
Speaker 2
Mhm mhm. Okay. Thank you. And the model number showing at the bottom may have it as well. Model number that's on top of the serial number and the Mac address. Yes. Alright. Okay. You have version 2. And is this your first time calling Linksys? May have your first name and last name. Let me create a record here. And how do you spell your last name? Just to make sure.
02:00
Speaker 1
Key is in tango. O is in, just O, uh, n. E as in echo. B is in bravo. U as in uniform. R is in romeo. N. E. R. Yes, ma'am. 6-7-8-5-1-7-5-6-5-2. It's uh, all lower case d y e l l and s 2 0 2 0 at gmail.com.
03:00
Speaker 2
All right, thank you and may I have also your phone number in case we get disconnected, we'll be able to call you back. Okay. Okay. All right, and may I have also your email address. Uh huh. Uh huh. All right, thank you. Let me create a record here. And while my system is checking the hardware warranty of your Linksys router, right now the router, is it connected?
03:00
Speaker 1
uh, yeah, I have it connected to the wall. uh, T-Mobile. uh, yes, whatever, whatever my parents used, uh, when they created the account. uh, yes, yes. [silence]
04:00
Speaker 2
using an ethernet cable going to your modem you have the wall port and may know who's your internet service provider all right and when you mentioned that you uh you're having trouble with the password is that the wi-fi password when you try to connect to its wi-fi signal the linksys wi-fi name okay got it let me check uh this router if it's broadcasting wi-fi and your um smartphone or any device like a laptop or computer when you open wi-fi are you seeing the wi-fi name the wi-fi signal coming from the router that's linksys uh 617 right uh 16017
04:00
Speaker 1
Yes ma'am. Uh, yeah, it's the password. I, I think if I connect to it like on the, on my phone settings, but it says no internet connection. So I go to the app and when when I go to the app, I try to set up a new Wi-Fi router and it says I already have one.
05:00
Speaker 2
Okay, and when you try to connect to that Wi-Fi, are you able to connect, or are you having trouble with the password? Aha. Okay. Mm-hmm. Okay. Thank you for that clarification. Because regarding with this app, actually no need to use the app for reconfiguring or configuring setting up this router. It's this model is actually a plugin play, meaning it will get internet right away from where it's being connected to right now. It's internet dependent from the wall port. And just to set your expectation, then, with this model number AA7500, it actually has reached end of support and end of life, meaning links is no longer manufacturing this model.
05:00
Speaker 1
/silence} Okay. Oh man. Oh man that's it. Oh man they too they too Ok I can't get my feet up I
06:00
Speaker 2
[silence] not longer receive firmware updates and I won't provide any technical support here over the phone. Now my recommendation for you is to try resetting the router back to factory settings, just press and hold the reset button on the back for a few seconds, like 30 to 40 seconds. If that doesn't work, when you connect to its Wi-Fi and it still shows no Interend, I would highly suggest that you try to disconnect the LinkSys router, bypass it and connect your computer directly to the wall. If your computer is not getting Interend from the wall, then there's something wrong with your device behind it. Or you may need to contact your Interend Service Provider. Alright, anything else for me? This is you're with LinkSys. [silence] All right, this one second, Rachel. Thank you for calling LinkSys. Have a wonderful night, Dylan. Thank you for calling Yes. Alright, take care. I'm Helo again. Dylan, you may disconnect the call. I'm not allowed to.
06:00