V2 Rubric Detail — abde42da-73c4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:13
Duration
9m 31s
Contact
Carrie Taylor
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135137
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device can't connect

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall16.5% (-39.5)

V2 Grader Summary

The agent failed to perform any troubleshooting or diagnostics, relying solely on the EA6350's end-of-life status to dismiss the case. While the technical claim regarding the product's lifecycle was accurate, the agent violated the OOW best-effort standard by refusing to assist with basic connectivity troubleshooting. No ownership, escalation, or meaningful customer experience was demonstrated, leaving the issue unresolved.

V1 Case Analysis

Customer reports EA6350 router not receiving internet after moving to new Spectrum modem. Agent confirmed device is end-of-life and recommended purchasing a new router or mesh system without troubleshooting.

Troubleshooting Steps
  • Identified device model EA6350 from system record
  • Informed customer the model is end-of-life and unsupported
Key Observations
  • Agent correctly identified the EA6350 model and its end-of-life status per Linksys lifecycle policy.
  • Agent did not perform basic diagnostics (e.g., power-cycle modem/router, check WAN status, verify modem-router connection).
  • Agent did not offer any self-help resources (e.g., KB articles) despite out-of-warranty status.
  • Agent misnamed the customer (called her 'Matt').
  • No technical inaccuracies found in agent's statements about the EA6350's support status or mesh system description.
Positive Highlights
  • Correctly identified the router model from the system record.
  • Accurately communicated the end-of-life status of the EA6350 per Linksys product lifecycle policy.
  • Provided a technically accurate description of mesh systems and their benefits.
Agent Errors / Gaps
  • Failed to verify modem-router connection or router WAN status.
  • Did not collect serial number or confirm warranty status explicitly.
  • Did not follow standard troubleshooting flow for WAN issues (e.g., power-cycle, check WAN IP).
  • Did not provide self-help resources (e.g., KB articles) for out-of-warranty support.
  • Misnamed the customer during the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve internet connectivity issue or provide any troubleshooting; only suggested purchasing a new router without confirming root cause.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps taken (no cable check, power-cycle, WAN status check, etc.).
R3 Not Met Correct resolution path conf 97%
Agent relied on device's end-of-life status to stop troubleshooting instead of offering best-effort out-of-warranty assistance.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms systematically; did not ask about modem lights, internet on modem, or WAN status — no logical diagnostic process followed.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no guidance to check http://192.168.1.1, no speed test suggestion, no remote verification); relied solely on verbal description of outdated hardware.
T3 Met No misinformation conf 94%
Agent correctly stated that EA6350 is end-of-life and no longer supported with firmware updates, consistent with Linksys lifecycle policy.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provided no call framing, set no expectations, and failed to guide interaction; responses were reactive, filled with filler sounds, and lacked structure.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms and avoided deep jargon, but did not confirm understanding, adapt to customer’s confusion about mesh, or adjust for frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; dismissed issue due to product age and offered no follow-up action, transfer, or self-help path beyond buying new hardware.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided; customer was told to go to Best Buy but given no instructions for setup, compatibility, or interim fixes.
O3 Not Met Closure confirmation conf 91%
Agent referenced customer’s name and model number but did not use prior history or document findings; treated issue as standalone with no continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was basic connectivity that should have been triaged at L1 before considering escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said 'I totally understand that,' showing minimal empathy, but did not acknowledge repeat contact, express apology, or validate frustration meaningfully.
X2 Partially Met Tone & rapport conf 87%
Agent maintained neutral tone but failed to adapt to customer’s emotional state or check comprehension when explaining mesh; customer expressed confusion.
X3 Not Met Overall experience conf 96%
Customer was forced to repeat context and then told to buy new equipment without any agent-side effort to diagnose or reduce effort.
Call Transcript20 turns · 20 lines
Speaker 1
Welcome to Linksys support. To ensure a quality service, [silence] Hi, I already called once this morning. I'm confused. We have a Linksys router that is showing that there's not an internet connection.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, you're 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 devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available on depending on the issue. Hi, thank you for calling Linksys technical support. My name is? How can I help you today.
00:00
Speaker 1
I just installed a new modem from spectrum and I'm only seeing Wi-Fi in one part of my house. My house is set up to have Wi-Fi in both the upstairs and the downstairs. The router is online, but the Internet is not reaching downstairs. I don't even know what that means. That's what spectrum told me. Right. And it and it required me to go ahead. It.
01:00
Speaker 2
Mm-hmm. Mm-hmm. I see. Mm-mm. All right. So, just to make sure I got it right, ma'am, you just changed your modem, right, to a new one and then, and uh- uh, yeah, you you do have you do have internet connection coming from your modem, but your router isn't picking up the router, I mean, the internet from the modem.
01:00
Speaker 1
Okay. So, say that last part again. The router isn't picking up the internet for upstairs of my house, not downstairs.
02:00
Speaker 2
So, well, yeah, I'm asking if uh the router isn't picking up internet from the modem at the downstairs. Okay, um, here's the thing ma'am cuz uh I've checked here uh you have a record and uh I believe I'm speaking with Miss Carrie Taylor. Yeah. And it shows here that you have you have a Lynxes device with a model number EA6350. Okay, uh just to set your expectations ma'am, the device that you have right now is actually already part of a
02:00
Speaker 1
Are you sending me a new one? Oh. OK. This is just, OK. Did I get a note about this? Did I get a letter saying that I need to upgrade? Because this is the first time I'm hearing of this, and really, it's been a day already. [silence]
03:00
Speaker 2
End of life and end of support products, which technologically means that we no longer provide, um, I mean, we no longer manufacture this one or update its firmware. Oh, so we no longer provide. No, ma'am. Unfortunately, um, what I can suggest is you may upgrade into a new router. Like, purchase a new one. Considering the age of this model and based here that you had this for like, um, more than 10 years already. Yeah, I I totally understand that.
03:00
Speaker 1
So, help me understand what what I'm supposed to do. Let me just set the stage here for a second. Up until last night, my router, Linkss, lived on the second floor of my, house. It was not connected in any way, shape or form to the modem from spectrum. I got the new modem spectrum from spectrum and was told I needed to move my router from upstairs to the basement where the modem is and connect those two devices with a cord. And that's what I did. And now, this morning, I don't have access to my Wi-Fi in the basement, which is hooked up to my printer. And so I'm getting
04:00
Speaker 2
Yeah... Mm-mm Hmm Yeah Mm-mm Uh-huh. Mm-mm
04:00
Speaker 1
and nobody seems to know what's going on. And so now you're saying that my router is old and I need to upgrade the router. Frankly, I don't want to touch anything more in this house because it feels like everything is breaking. So, how do I upgrade this router and is it going to solve my problem? Okay.
05:00
Speaker 2
mm-. uh, yes, ma'am. Technically, since you have uh changed your router, I mean your modem into a new one. Your router is an outdated one. Well, technically, it may not be able to keep up with the upgrades that you had, you have with the modem. And since the router is already end of life device, it means that we won't update its firmware as well.
05:00
Speaker 1
Okay. Okay. Okay. So, all right. So that's that. How do I go and upgrade the router? What are the steps for that? Okay. How do I upgrade and purchase a new one?
06:00
Speaker 2
Also, we no longer provide any technical assistance for this specific model as part of our life cycle policy.
06:00
Speaker 1
Yes. How do you say that? A mesh? Okay. M-E-S-H. Okay. Okay. Okay.
07:00
Speaker 2
That can provide you Internet even on uh on on the first floor if your, let's just say your modem is on the second floor, I would suggest having a mesh router, yep, mesh router. So a mesh router is like d, yes, ma'am. So a mesh router is a system or a network that consist of multiple routers that are interconnected to each other to create a mesh system to ensure that you'll have a better connectivity uh in on your on your entire house, like even on your first floor and second floor. So you can set up like your, um like uh one know or a one node on your on your first floor than your other node on your, um let's say on your ground floor, and then your main modem which is like your main router, which is on the second floor. So, your coverage in your house would be like connected in all your floors. And if you wanted to have Internet outside of your house. In like the backyard or your garden or whatever. What you can do is like buy another node. And then set it up outside of your house. That is called Extender. And the way you can set up the nodes, yep. Like, uh unlike the traditional router setup, which is at the middle of your house that provides the signal around the perimeter of your house, the mesh network is combined of multiple nodes or router to continuously cover your entire area. your entire area coverage, especially, put Ben on the chat. If it's possible and what is possible, so that is the mesh network in store. Uh it's kind of a pricey one, yeah.[silence]
07:00
Speaker 1
is this mesh router one device? is the mesh router one device? Okay. okay. I'm, I, okay. all right. I'm gonna go to Best Buy. I don't think I want multiple devices. I want one router. I think that's for me personally, it's simple, but I will explain my situation to Best Buy. Okay, so, alright. So what do I do with the old router? do I throw it away?
08:00
Speaker 2
No, it's, it consists, again, it consists of multiple devices, huh, I see, all right, No problem, Matt. [silence]
08:00
Speaker 1
Okay, okay, so you don't take it back. Okay, all right, that's what I needed to know. Okay, all right, thank you for your help. Have a good day. Thank you, bye.
09:00
Speaker 2
Well, it's really, I mean, it's really up to you ma'am but it's already an outdated router. It's an old model so, yeah. Yes ma'am. Okay. All right ma'am, you're very much welcome. Thank you so much as well for calling. Bye for now.
09:00