V2 Rubric Detail — ab66a73c-81e0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:08
Duration
5m 23s
Contact
316-299-3704
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137621
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support EA7300
⚠ 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.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp5.00/5
Overall29.4% (-0.6)

V2 Grader Summary

The agent incorrectly declared the EA7300 out of support and provided materially inaccurate technical information, failing to conduct any troubleshooting or offer resolution paths. While communication and ownership elements were partially maintained, the unresolved issue and technical inaccuracies dominate the assessment. No critical failures (abandonment, discourtesy, etc.) triggered auto-zero.

V1 Case Analysis

Customer requested firmware update for EA7300. Agent incorrectly stated device is end-of-support and provided no update steps or KB reference.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent stated EA7300 has reached end of support and no longer receives firmware updates ([04:26]–[04:44]), directly contradicting KB article 'universal_eol_firmware.md' which lists EA7300 as eligible for manual firmware downloads.
  • No firmware update procedure, KB link, or self-help instructions were provided despite the device being eligible for updates.
  • Excessive time spent clarifying customer name spelling ([01:27]–[03:01]) reduced call efficiency.
  • Agent maintained polite tone but failed to deliver accurate technical guidance or meaningful next steps.
Positive Highlights
  • Correctly collected serial number, name, and email as required.
  • Maintained polite and professionally structured call flow throughout.
  • Confirmed product model via serial number lookup before discussing support status.
Agent Errors / Gaps
  • Incorrectly claimed EA7300 is end-of-support and no longer receives firmware updates, contradicting Linksys KB documentation.
  • Failed to provide any firmware update procedure, KB reference, or self-help guidance despite the device being eligible for manual updates.
  • Prematurely closed the call without offering resolution path, troubleshooting steps, or links to applicable KB articles.
  • Misrepresented product support lifecycle, leading to customer misinformation about available updates.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared EA7300 'has already reached its end of support... Linksys can't provide technical support or warranty service' without providing a firmware update solution or alternative path.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed; agent only checked warranty status and declared device unsupported without checking firmware version, auto-update status, or interface type.
R3 Not Met Correct resolution path conf 99%
Agent used warranty expiration as reason to stop helping for an out-of-warranty device, violating best-effort troubleshooting standard required for EOL products.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked for serial number, name, and email but did not ask about firmware version, auto-update setting, or any symptom details related to the update request.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (admin UI, firmware check, remote session) were used; the issue could have been verified via the router's firmware page or KB but agent relied solely on warranty status.
T3 Not Met No misinformation conf 100%
Agent incorrectly stated EA7300 'no longer receives software or security updates'; KB confirms EA7300 models still receive automatic firmware updates per universal_firmware_update.md.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent maintained basic call control and collected required information, but failed to set clear expectations or manage transition to limitation explanation, leading to abrupt call termination.
C2 Partially Met Confirmed understanding conf 92%
Agent used polite language but did not adapt communication to the customer's technical request—no confirmation of understanding, simplification of concepts, or accommodation of customer's firmware update focus.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent handled the call end-to-end without transferring to another team, took responsibility for delivering information, and owned the interaction from start to finish.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up actions were provided after informing the customer of the support limitation; customer disengaged without guidance on manual checks or alternative support paths.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue was within L1 scope but mishandled, not requiring escalation per rubric guidelines.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained courteous throughout, thanked the customer, used positive closing language, and displayed no impatience or frustration despite the unresolved issue.
X2 Met Tone & rapport conf 94%
Agent maintained a consistent, calm tone; matched the customer's pace without abrupt transitions; and kept engagement steady until disconnection, despite the technical mismatch.
X3 Met Overall experience conf 93%
Agent collected required verification info (name, email, serial) in a single pass without unnecessary repetition and minimized input burden during data collection.
Call Transcript23 turns · 34 lines
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. Thank you for calling Linksys. This is Ice. How can I help you?
00:01
Speaker 1
Hey, I was wondering if I could get any help in updating my firmware for this router, the Linux router that I have. Is there something you can help me out with? Yes, the serial number is 19-TANGO-20-CHARLIE-6790-3660.
00:25
Speaker 2
Is that correct? All right.
01:15
Speaker 1
Yes.
01:16
Speaker 2
So I'll create first a record for you, sir. May I have your name?
01:21
Speaker 1
Umair? U-M-A-I-R, U-M-A-I-R, U-M-A-I-R, U-M-A-I-R.
01:27
Speaker 2
Can you say that again? U-N-A-R-I, Unari?
01:32
Speaker 1
Yes, sure, yes, that works.
01:51
Speaker 2
Umari. Oh, thank you, Omari. What about your last name?
01:55
Speaker 1
Zumi, Z-U-M-I, it's U for umbrella,
02:04
Speaker 2
Z-U-M-I. All right, thank you, Omer. What about your email address, Omer?
02:09
Speaker 1
M for mic, A for apple, I for indigo, R for rabbit, Z for zebra, O for octopus, U for umbrella, M for mic, Y for yellow. at ymail.com.
02:20
Speaker 2
So U-M-A-I-R, Omer, Z-O-U-M-I, Zumi.
02:46
Speaker 1
Yes, yes. Y, Y for yellow.
02:50
Speaker 2
Yeah, Z-O-U-M-Y, at ymail.com.
02:57
Speaker 1
Yes, yes.
03:01
Speaker 2
So Omer is Zumi at ymail.com. Is this how your name is also spelled, or no? All right, Omer Zumi, thank you. Who's your internet service provider? OK, thank you. You just want to update your Linksys model with a firmware? With the latest firmware, or? All right, let me check. Apparently, Umair, your Linksys router model EA7300 is already out of warranty. Its warranty status expired last 2020.
03:09
Speaker 1
Okay, got it.
04:22
Speaker 2
And aside from that, your router check or your product details or your router details, It appears that this device has already reached its end of support, meaning it no longer receives software or security updates. Because of that, Linksys can't provide technical support or warranty service for it anymore. Aside from the support ended for this device, it's live also ended last 2000.
04:26
Speaker 1
Okay, that's all I need to know. All right, that works. Thank you. Okay, all right.
05:12
Speaker 2
Well, I'll just send you.
05:16
Speaker 1
Have a good day. Bye.
05:17
Speaker 2
All right. Thank you for calling Linksys. I'll just send you.
05:18