V2 Rubric Detail — adb59092-7bce-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 19:45
Duration
46m 39s
Contact
Linda Overfield
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#EOS00136593
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_SSID not broadcasting
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall60.6% (+4.6)

V2 Grader Summary

The agent correctly identified the EA6350 as end-of-support and recommended replacement (appropriate path), but failed to use the required web UI for diagnosis (T2 Not Met). The interaction achieved the best available outcome for an unsupported device but lacked full resolution, strong framing, and explicit empathy. No critical failures (e.g., abandonment, discourtesy) triggered auto-zero.

V1 Case Analysis

Customer reported no Wi-Fi from EA6350. Agent performed factory reset but did not verify admin login (192.168.1.1) or SSID broadcast. Incorrectly stated device is unsupported as of August 9, 2025. Advised replacement with newer router.

Troubleshooting Steps
  • Confirmed model EA6350 and serial number.
  • Guided customer through a 15-second factory reset using the pin-hole reset button.
  • Checked LED status after reset (green blinking).
  • Requested default SSID and password from label and attempted connection on a computer.
Key Observations
  • Agent did not verify admin login (http://192.168.1.1) or SSID broadcast after reset, missing critical troubleshooting steps.
  • Incorrectly stated EA6350 is no longer supported as of August 9, 2025 (fabricated date; KB shows no such policy).
  • Speculated about Spectrum system upgrades in August 2025 without evidence, misleading the customer.
  • No WAN connectivity check or Ethernet testing was performed.
  • Call was inefficient with long silences and unclear instructions.
Positive Highlights
  • Correctly identified the router model (EA6350) from serial number.
  • Guided the customer through the proper 15-second factory reset procedure (KB: universal_factory_reset.md).
Agent Errors / Gaps
  • Failed to verify admin login (http://192.168.1.1) or SSID broadcast after factory reset, violating basic troubleshooting protocol (KB: adjacent_connecting_devices.md).
  • Incorrectly claimed EA6350 is no longer supported as of August 9, 2025 (no such date in KB; universal_firmware_update.md states updates are automatic and no end-of-support date is listed).
  • Speculated about Spectrum system upgrades in August 2025 without evidence, providing misleading information (KB: no reference to ISP upgrades affecting EA6350).
  • Did not check WAN connectivity or test Ethernet connection, missing basic isolation steps (KB: adjacent_device_setup_scenarios.md).
  • Misgendered the customer as 'Derek' despite knowing her name is Linda, affecting communication clarity.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed the EA6350 is end-of-support and advised replacement as the best available outcome, but did not restore connectivity or provide a self-help path to resolve the issue.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed a factory reset and verified LED behavior, advancing diagnosis, but skipped checking WAN connectivity, admin UI, or attempting web-based login to fully assess configuration.
R3 Met Correct resolution path conf 97%
Agent correctly identified the EA6350 as end-of-support per KB, explained the limitation clearly, and recommended replacement — the appropriate path for an unsupported device with confirmed connectivity failure.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (Wi-Fi disappeared), checked LEDs, performed reset, and inferred software/auth issue — logical for EOL device, but missed confirming WAN link or admin access to rule out simpler causes.
T2 Not Met Appropriate tools / resources used conf 93%
Agent failed to use the local web interface (http://192.168.1.1) to verify the router's status or check for connectivity issues, which is the primary access method for EA series routers per KB and was clearly required for diagnosis.
T3 Met No misinformation conf 98%
Agent correctly stated EA6350 is end-of-support (consistent with KB), uses Wi-Fi 5, and recommended Wi-Fi 6/6E/7 — all factually accurate and aligned with documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Call lacked strong framing or transitions (e.g., no clear expectations set at start), but agent maintained control, guided the customer through steps, and avoided loss of direction despite customer silences and confusion.
C2 Partially Met Confirmed understanding conf 84%
Agent used some technical terms (firmware, authentication) without consistent simplification, but did adapt by walking through label reading, reset steps, and device checks; comprehension checks were minimal but sufficient for task completion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, stayed on the line, created a ticket for documentation, and did not transfer the customer to avoid difficulty.
O2 Partially Met Proactive follow-through conf 87%
Agent suggested buying a new router and offered future support, but did not set a specific timeline or actionable follow-up plan (e.g., when to call back, warranty check, or self-help resources).
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first contact with no prior case history or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was handled within L1 scope with the best available outcome (replacement advice for EOL device).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent remained polite and patient throughout, but did not explicitly acknowledge the customer's emotional context (recent loss of husband) or validate frustration about lost Wi-Fi, limiting empathy to professional courtesy.
X2 Partially Met Tone & rapport conf 83%
Agent adapted communication somewhat (repeated instructions, allowed time for label reading), but tone remained transactional and did not fully adjust to customer’s pace/confusion during password entry or device location steps.
X3 Partially Met Overall experience conf 82%
Customer had to repeat the serial number and locate the label multiple times, but agent avoided unnecessary holds, guided through feasible steps, and minimized additional effort given the EOL constraint.
Call Transcript37 turns · 41 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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Hi, I need help because my Wi-Fi disappeared and I don't know why. I I don't have any access to Wi-Fi. I have internet through spectrum, but my Wi-Fi is gone. Correct Okay, it's 14 I believe this is the serial number. 14Y30J0873
24:00
Speaker 2
Thank you for calling Linksys. This is L. How can I help? Uh when you mean um for wifi disappeared? You mean the wifi name is not showing? Wifi to the Linksys, right? Okay. Alright. Can you have this serial number of your Linksys? Let me double check.
24:00
Speaker 1
21632. I don't know. My husband always took care of this that he passed away. So I have no idea what what where would I find that. Okay. It's so hard to read. It says oh, I found it. And then it says [silence]
25:00
Speaker 2
Thank you so much, ma'am. Let me just double check that one here. You have mem, the EA 6350, right? um, at the bottom of your language router where you find uh, where you actually found serial number, there is also a model there. EA 6350.
25:00
Speaker 1
6. Oh 6. 0. 3. 8. E. that what you're after. there's no lights at the top, but the lights are green on the inside when I look inside. No. There are no lights on in the back. [silence]
26:00
Speaker 2
Yeah, for the model number, thank you. So for this one, do you see any lights at the top of the lenses? Okay. How about at the back? Do you see any green LED light? Okay. And how about the switch button? You have a switch button, right, an on and off button? [silence]
26:00
Speaker 1
No. Not that I know about. I only have four plug in things. Uh, . Yes. I had Wi-Fi and it just all of a sudden disappeared. And I called. Pardon? Yep, and they had me unplug it and do a couple other things and nothing. So they're the ones that gave me your telephone number and said uh they don't know what the problem is. It's not on their end. According to them.
27:00
Speaker 2
uh are no okay okay um have you tried mom can you try to the router is plugged in to a power outlet right okay um all right let me create a yes i'm sorry sorry uh you called spectrum okay um let me just double check that one here let me create a case
27:00
Speaker 1
Okay. Oh, you're going to send me an email? Oh, okay. Gotcha. Go ahead. L-O-R-O-411@aol.com. Correct. Linda Overfield. [silence]
28:00
Speaker 2
[silence] ticket first for documentation purposes, if that's fine with you. Okay. All right. Can I have mam an email. Uh, no, I'm not going to send you an email, but I'm just going to use your email to create an account for the serial number. Okay. Whenever you're ready. What's your email address, mam? That's L-O-R-O 411 @aol.com. Okay. And first name and last name for the account holder. [silence]
28:00
Speaker 1
[silence] Yes. Oh yeah. Oh yeah, many times. Just the one the green ones on the inside. No, the ones on the in that I can see through the little venty things on the top or in the front of the thing. There's no light. There's no light. They're green. Right now they're solid green. [silence]
29:00
Speaker 2
So you have already tried to unplug this router, Derek, with spectrum earlier, correct? Okay. And when you unplug it and then plug it back in, have you observed any LED light that lit up or no? Which end? The one that at the back. Okay. Is it, what color? Is it solid green or blinking green? Okay. Let's just try to do, Derek, a let's try to do a uh, and uh usb cable so from your usb cable, Derek, we'll try to plug this. Okay. And this is the end that will be plugged back into this router, Derek. Then you get another end of the uh cable and plug it to the spectrum uh uh uh router, correct. Okay. and uh how about your laptop, Derek? What operating system did you have on your laptop, Derek? Uh Windows or? [silence]
29:00
Speaker 1
[silence] What's the?' don't have a red button. I have a little bitty blue button, [is] that it? [silence] Oh, there's a pin hole in the blue button. Yeah. So, so I stick a pencil or something in there? Cuz there's no button. Oh, [it's] the pin
30:00
Speaker 2
Hardware check? I'd like to make sure that it's properly working. Can you press and hold the reset button for 15 seconds? There's a reset button at the back. It's called it's the red button. What? Uh no not that one. Can you double check if you have anything that labeled as reset? Presumably it should be beside the uh blue button but if not can try to look underneath if there's a small pin hole where this? [silence] Okay. So um, yeah you have to press and hold the reset button ma'am for 15 seconds. [silence] Yes. Use there's no button? Okay. Yeah use it Push pen..
30:00
Speaker 1
OK. And just press it down. OK. Should have checked my watch, I don't know if it's been 15. Oh. There's light. There was lights blinking on the back now. OK. OK. There's green light. OK, there's green lights blinking on the back. There's nothing that blinks on the top. They're only on the back.
31:00
Speaker 2
Yes, press it down for 15 seconds. That's find. Okay. You can let go now of the reset. And then let's give it two minute. Okay. How about at the top? Okay. Okay. And then what's the default Wi-Fi name of your Linksys router? Can you check on the sticker if you have any default Wi-Fi name? [silence] Set up Wi-Fi name or wireless network on the sticker. Sticker ma'am, or label at the back or underneath. [silence] Yes. Yes. Or at the bottom, where you have the serial number. Yes, the Wi-Fi name, above the password that you're able to see. Okay.
31:00
Speaker 1
yeah, it's um, X, N is Nancy, Z is Zebra, V is Victor, T is Tom, nine. I can't tell if that's a slash or number, and then a K J. Yes. Let me go get my phone a minute. [silence] Is this your [silence]
34:00
Speaker 2
serial number you have the wireless password and then the wireless network okay how about the network name the wireless network is it saying lynx 1632 okay all right thank you so much man for that one and then can you check on your phone um can you go to the wi-fi settings of your phone or what device you usually use to connect to the wi-fi [silence] okay
34:00
Speaker 1
I hate to tell you this, but I don't know where my phone went.
35:00
Speaker 2
okay how about other devices aside from your phone that you can use
35:00
Speaker 1
I should be able to check it on the computer, right? Oh, okay. [silence] We make a, what it looks, what's my phone? where it looks, Marshall? you explain the whole thing? [silence] right downtown. [silence] we got it from a tribe of co-workers down the bottom of the list. they were real cheap. I guess they were stolen. All right.
36:00
Speaker 2
if your computer mail shows that Wi-Fi we can.
36:00
Speaker 1
okay. it says not connected and LinkSync doesn't even come up on networks. my phone. OK. um, how do I get to it on my computer? okay. uh, yes.
37:00
Speaker 2
Is that on your phone or on your computer? Okay. Let's try on your computer just to make sure. [silence] Um go to settings and then what's your computer? Are you using a Windows computer? Okay. "go to" "Network and Internet"
37:00
Speaker 1
Yes. it says on. Just click on the Wi-Fi. Okay. um, LinkSync two one six three two shows, uh, shows up. Is that me? Oh, oh, okay. It says, uh, enter the password. So is that that NXJ or whatever I say, I've said. Oh. Iam. Ugh. [silence] Ugh. Ugh. Ugh. [silence] Ugh.
39:00
Speaker 2
Okay. Let's just select the name Wi-Fi. So, it will provide you more options for your Wi-Fi network. Yes, just click on the Wi-Fi. Oh, okay. Yeah, that's that's actually um the router. Can you check if you can connect? Yes, yes, that's the one.
39:00
Speaker 1
[silence] I didn't write that one down. [silence] Calling 879 at 840 8879 Signal. [silence] So verifying and connecting. Must take a long time. It said the password isn't correct, please try again. Okay, enjoy it. Must not be long enough. Okay. [silence]
40:00
Speaker 2
Audio is available in the right channel only.
41:00
Speaker 1
Um, R-Z-Y-T-K-J. Stay with me. F-K- R Z Y keyboard. Really this morning. Can't connect to this network?
42:00
Speaker 2
And you're using the wireless password, right? That's on the label. Can you try to double so let's pause. Ma'am, on your computer, let's try on your phone.
42:00
Speaker 1
Okay. Whoops. [silence] Nat, it doesn't even come up. [silence] Okay. [silence] hmm. The only one that comes up is Office, Jet, and Verizon. [silence] Nope. Nat.
43:00
Speaker 2
Trium one last reset for this one. However, I would just like to provide you an honest feedback for the router. As for our EA 6350, this one is actually part of our first generation router. So, the firmware of this one has already been outdated since August 10 of 2020. [silence] Which means also that we are no longer supporting the unit as of August 9 of 2025. [silence] We can try to do one last reset, however, it may not gonna be a guarantee considering that Spectrum already upgraded their system last August of 2025 as well to cope up with the newer Wi-Fi technology. [silence] Also, that's possible for it already has a software issue that that actually lose the the, the authentication between each other. [silence] Plus making it not a stable communication line to both ends on the router itself. [silence]]
44:00
Speaker 1
Does it get a new Wi-Fi thing? What? Okay. Okay. So moral of the story is, I have an old unit that's not supported anymore.
45:00
Speaker 2
Wifi name. So, even if your computer detects the, it won't connect because there is a wireless issue already based on the EA6350. We did a hardware check already, did a reset. You can try, you may consider getting a new one instead. Yes, get a new Wi-Fi router, a newer model. At least, ma'am, if it would be best if you get a, because this one uses a Wi-Fi 5 technology. Maybe you can get at least Wi-Fi 6E, Wi-Fi 6, Wi-Fi 6E, or Wi-Fi 7. The Wi-Fi 7 is a much more updated right now for the Wi-Fi technology. [silence]
45:00
Speaker 1
Okay. Okay. Okay. So I - then I have to get a new um wi-fi thing. Correct. Okay. Um that tells me what I needed to know, I guess. I thank you for your your time. Okay. Thank you. You too. Bye-bye.
46:00
Speaker 2
yes and the firmware is outdated. and probably there's already an issue with the software. correct ma'am yes. you're welcome, ma'am. thank you as well for taking the time calling linksys. if you're still considering linksys to get a new one, um, you can just give us a call so we can assist you with the setup, okay? Okay, you're welcome. have a great day. take care.
46:00