V2 Rubric Detail — abf493a4-612d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 22:27
Duration
15m 22s
Contact
David Biltekoff
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132494
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300_Dropping wireless connection on 2.4GHz devices
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall65.8% (+3.8)

V2 Grader Summary

The agent correctly handled an out-of-warranty device by offering self-help via email and suggesting a modern replacement, but no resolution was achieved during the call. R2 is revised to Partially Met because recommending a factory reset constitutes a meaningful troubleshooting step, even if not executed live. All other ratings are upheld due to accurate policy adherence, clear next steps, and no critical failures.

V1 Case Analysis

Customer experiencing intermittent 2.4 GHz Wi-Fi drops on EA7300. Device out of warranty; agent offered reset instructions via email and recommended upgrade to newer mesh system.

Troubleshooting Steps
  • Collected serial number and confirmed model EA7300
  • Identified device as out-of-warranty and obsolete with outdated firmware
  • Offered reset/reconfiguration instructions via email
Key Observations
  • Agent correctly identified model (EA7300) and serial number (19T10S0C707618).
  • Agent did not verify current firmware version or Wi-Fi channel settings before recommending reset, per KB best practices.
  • All technical advice (firmware obsolescence, reset procedure, Wi-Fi 6E/7 upgrade path) was accurate per KB.
  • Email was collected phonetically using NATO alphabet, ensuring accuracy.
Positive Highlights
  • Accurately captured model and serial number.
  • Clearly explained out-of-warranty status and available options.
  • Provided a concrete next step (email with reset instructions) and a product upgrade recommendation.
  • Correctly normalized customer's email spelling using NATO phonetic alphabet, preventing input error.
Agent Errors / Gaps
  • Did not check firmware version or Wi-Fi settings before suggesting reset, missing a key triage step per KB.
  • Spent excessive time confirming serial number and warranty status rather than guiding through immediate troubleshooting.
  • Failed to confirm whether the customer had already performed a factory reset, despite customer mentioning 'I've reset it' at [05:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only offered to email step-by-step instructions and suggested buying a new router; no issue was resolved on the call.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested a factory reset and reconfiguration as a troubleshooting step, which is a valid diagnostic action for persistent wireless issues on an older device.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty, offered paid support or email instructions, and suggested a suitable replacement model.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about reset method and ISP, identified the model, but did not probe firmware version, channel interference, or other root-cause factors.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent looked up the serial number in the internal system but did not use any additional tools (e.g., remote session, firmware check) that would have been helpful.
T3 Met No misinformation conf 95%
All technical statements (out-of-warranty policy, firmware likely outdated, recommendation of MX6200) are accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call open but gave a confusing hand-off line (“there's one customer here for you for Mr. Mad…”) and did not clearly frame the next steps until the end.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical language and did not explicitly check the customer’s understanding or adjust tone to the customer’s frustration.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, offered to send an email, and did not transfer the customer elsewhere.
O2 Met Proactive follow-through conf 95%
Agent gave a clear next step: 'check your email after five minutes, then follow the step-by-step on the email.'
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly decided not to escalate; the issue could be handled at L1 with the offered email or paid support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered a brief acknowledgement (“I understand that you have the device for quite a while”) but did not explicitly empathize with the repeated Wi-Fi drops.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a neutral, scripted tone and did not adapt to the customer’s frustration or pace.
X3 Met Overall experience conf 90%
Agent reduced effort by sending written instructions instead of keeping the customer on a long troubleshooting call.
Call Transcript21 turns · 23 lines
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 product, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty
00:00
Speaker 1
boy. You boys. Wanna help me take the chair though? Yeah. Huh? Sure, that'll take like, five minutes. Yeah, oh, there you go. Hi, hi there. I'm having a problem with my Linksys router. I've already talked to my internet provider, and they've done a check on my modem. All is good. And the only thing they ruled out is the router. So I'm calling for help. For the last four weeks, the, it goes in and out. I think in particular, it's the 2.4 that goes in and out. Which is, which is also what is connected to like all of my home internet devices.
04:00
Speaker 2
Thank you for calling linksys. This is u. How can I help? okay. I see. Um, what exactly, um, what's exactly an issue you're having with linksys router?
04:00
Speaker 1
Lasers, if that makes sense, like Nest cams and printers and stuff like that. Um, and so literally every hour I get a note saying so and so is offline. Um, and I've reset it. I've unplugged it done all sorts of stuff. And um, it I got no dice. I unplugged it for like, I unplugged it for like 30 minutes.
05:00
Speaker 2
okay. when you, when, when you mentioned so that you actually reset it, like, did you press and hold the reset button or just turn it off. okay. okay. and then, does your internet service provider, sir? spectrum, okay. all right, can I have said the serial number of your Linksys router? [silence]
05:00
Speaker 1
ah yeah give me one second where would I find it on the bottom of it or back of it okay okay um wireless network where is wireless uh which I don't know which number it is a lot of numbers and one second I got to turn my flash right on all right so I have I have a mac address I have something that has two arrows I've got an input FCC I've got wireless network wireless password maybe I'm not looking in the right right area
06:00
Speaker 2
um At the bottom, sir. Yes. Or at the back. Serial number, sir. Or SN. Okay. uh Can you check sir if, aside from the MAC address, you have something labeled as?
06:00
Speaker 1
as in serial number? looking... oh serial number. okay, yeah, it's below the barcode. okay. uh one hand. hand. uh i think that's a nine. one, nine, T as in tom one zero S zero C seven zero seven six one eight. i don't know if they're zeroes or O's, but we'll see what happens. [silence]
07:00
Speaker 2
+++++ Hey, like on Oh. Or SN. I Yeah. Okay. Okay, thank you so much. Let me just pull this one up here. Let me read you, let me repeat says.
07:00
Speaker 1
Nope, nope.I d. Nope, nope, nope. 19 T, 1 zero, S's an S. am, zero C. Seven, zero's. Yep. Yep, try that. [silence] nothing it's nothing's coming up. The nine also could be a G. Okay.
08:00
Speaker 2
I want to, just to make sure, that is one nine tango one zero Fox [inaudible] zero Charlie [inaudible] [silence] Okay. And then 707 618. Okay. Okay, let me double check down here. Yeah, I was able to pull it up here, sir. So, you have the model number EA7300, right? Okay, so for this one, sir, if you're actually having like the like a wireless dis connection for the 2.4 gigahertz, then usually this type of router is actually part of our first generation router. So, um since you have spectrum, usually with spectrum, um they actually upgrade their system to cope up with the newer Wi-Fi technology. So, since this one is part of our obsolete router because I believe you have um, I believe you have this router for quite a while already, right? Okay. What we can do on this one, sir, um to because for this one, more likely, um this one is actually part of our um obsolete routers, which means that we no longer manufacture it and then the we also stopped manufacturing it. And so, the parts may be run out of some parts. Okay.
08:00
Speaker 1
All right. So, basically let's try to troubleshoot and then if it doesn't work I have to buy
10:00
Speaker 2
Up sending permit update since last 2023, so more likely one of the reasons why the 2.4 keeps going in and out because of the outdated firmware of the unit. So, that's one thing. What we can try is to reset and then reconfigure it to remove any possible bugs or glitch that accumulated already from the time that you have the router. So, um, we can try to do that one to set up and see if there's gonna be improvement with the 2.4. However, um, if it's still gonna be the same, then more likely possible because of the outdated firmware share of this one. That's the reason why the, um, device keeps getting in and out for the 2.4 gigahertz. Um, reset.
10:00
Speaker 1
little one. I have a question. Email good [silence] [soft vocalization]. D as in dog. C as in boy. I as in igloo. L as in Lima. C as in Tom. E as in Edward.
11:00
Speaker 2
Well, for in terms of the troubleshooting, sir, um, usually for out of warranty devices, we no longer provide free technical assistance. I'm afraid that if we're going to further troubleshoot that one to properly isolate it, um, we do have to avail our paid connect, um, which is a one-time support for out of warranty devices, but that will just cost you $15 for 6 minutes of troubleshooting. However, um, if you don't want to go through that path, which is okay and understandable considering you have the device for quite a while already, um, I can send you an email step-by-step on how you can reset and then set it up. Okay. So, can I have, sir, um, an email address so I can send it to you?
11:00
Speaker 1
Kestin KILO, Oscar is an Oscar, Frank is an F is in Frank, F is in Frank. [silence] ha ha ha Yes, you know the NATO alphabet better than I do. [silence] David Bauch. [silence]
12:00
Speaker 2
[KEEP_UNCERTAIN] Let me repeat the one, sir, that is D Delta B Bravo I India L Lima T Tango E Echo K Kilo O Oscar F Foxtrot F Foxtrot @gmail.com. And then first name and last name. Okay. All right. So, no worries there. I will lay out I will personalize the email so at least it will be easier for you to follow the step-by-step on how you can reset and then reconfigure it. And then I will send you a possible work around as wells that you can try, okay?
12:00
Speaker 1
Great. Thank you. Okay. So, um, so I should I get the, um, so I'll I'll, I will try to do the uh, troubleshoot based on what you sent me. Mb. Can I get any any uh, Lynksys router? uh, that's, should I get a seven or is it like, do I need to know if it's a six or a seven for Spectrum or what is it? What do I need to do?
13:00
Speaker 2
But for me um you're welcome sir but for me sir in case that one still doesn't work so more likely one of the factors that affects the wireless is the outdated firmware and then Spectrum actually are trying to cope up with the newer Wi-Fi technology which is Wi-Fi 6e or Wi-Fi 7 routers um the router that you have is actually using Wi-Fi 5 so you might consider upgrading to a new one if the possible workaround doesn't work alright Sir there's one customer here for you for Mr. Mad go ahead sir. [silence] Now they'll say that you're talking to me in a moment. [silence] Thank you for the patience. [silence] the ending well for this one sir you can [silence]
13:00
Speaker 1
But if I But can I What if I got a uh Wi-Fi like like a seven like is that is that not going to work if if um unless I know that uh spectrum is like on Wi-Fi seven Okay so just get just get the get the most get the get the most most recent it's basically I'll be fine okay okay great thank you it's been super helpful
14:00
Speaker 2
actually, if you're still considering Linksys, we do have a Velop pro 6E, the MX6200, that is our Wi-Fi 6E router. That's a mesh system. The No, it, will, will actually still work here since most of the routers right now, newer models of routers are using Wi-Fi [since] Wi-Fi 7, so, it is also future proof. So if you're considering Wi-Fi seven, better get Wi-Fi 7 since that is the newer Wi-Fi technology. Yes, correct. Alright, you're welcome. You're welcome, sir. Give me five minutes after this. [silence] phone call then check your email after five minutes, then follow the step by step on the email okay,? you're welcome, so take care, bye bye.
14:00