V2 Rubric Detail — b02600dc-70c5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 18:42
Duration
5m 13s
Contact
Thomas Fejeran
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134805
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300 - reinstallation
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided real-time troubleshooting, misdiagnosed the issue, and deferred resolution without ensuring customer capability to resolve independently.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting for the EA7300V2 setup, misidentified the model, assumed unverified actions, and offered only a post-call email with instructions. No live support, empathy, or clear next steps were provided, leaving the customer without resolution.

V1 Case Analysis

Customer unable to access EA7300V2 setup page. Agent misidentified model as EA70-60, failed to verify LED status or guide to http://192.168.1.1/myrouter.local, and only promised to email instructions. No troubleshooting performed.

Troubleshooting Steps
  • Asked for serial number
  • Misidentified router model
  • Offered to email setup instructions after call
Key Observations
  • Agent failed to verify basic router status (LEDs, power, physical connections) before proceeding.
  • No guidance was provided to access http://192.168.1.1 or http://myrouter.local, the primary setup methods for EA series routers.
  • Router model was incorrectly identified as EA70-60, which is not a valid Linksys model.
  • No immediate troubleshooting steps were given; reliance on post-call email created a gap in support continuity.
  • Customer’s email (ran50@gmail.com) was captured but not confirmed for delivery assurance.
Positive Highlights
  • Collected the device serial number (19T20M2B902201) despite garbled delivery
  • Captured customer email (ran50@gmail.com) for potential follow-up
  • Maintained a polite tone throughout the interaction
Agent Errors / Gaps
  • Failed to verify router power/LED status (per ea_series_router_setup.md: 'Wait until the power LED is solid')
  • Did not guide customer to access http://192.168.1.1 or http://myrouter.local (per KB: 'Open a web browser and go to http://192.168.1.1 or http://myrouter.local')
  • Incorrectly identified the router model as EA70-60, which is not a valid Linksys model (per KB: valid EA series models include EA7300, not EA70-60)
  • Provided no concrete troubleshooting steps during the call (e.g., power cycle, check connections, verify Wi-Fi name)
  • Did not confirm customer email (ran50@gmail.com) for instruction delivery or set a timeline for follow-up
  • Allowed long silence ([01:00]–[02:00]) without explanation or re-engagement

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent promised to send instructions after the call but did not resolve the setup issue during the interaction.
R2 Not Met Diagnostic thoroughness conf 96%
No verification of router power LED, WAN connection, or access to 192.168.1.1; skipped basic troubleshooting steps.
R3 Partially Met Correct resolution path conf 88%
Sending step-by-step instructions is a valid best-effort path for out-of-warranty support, though live guidance would have been better.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Did not identify root cause; failed to ask about router LEDs, internet port status, or test local access.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools like remote session, admin UI check, or even guiding customer to http://myrouter.local.
T3 Not Met No misinformation conf 96%
Incorrectly identified model as 'EA 70-60' instead of EA7300V2; assumed factory reset was done without confirmation.
Communication
C1 Not Met Clear & professional language conf 93%
Agent lost control by shifting focus to writing instructions rather than solving the issue; gave inconsistent time estimates.
C2 Not Met Confirmed understanding conf 92%
Used technical terms without checking understanding; did not adapt to customer's confusion about setup.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Deferred resolution to post-call email instead of taking ownership during the call.
O2 Not Met Proactive follow-through conf 93%
Vague next steps ('I will give you the instruction there') with no clear timeline or follow-up mechanism.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a basic setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer frustration; interaction remained transactional and dismissive.
X2 Not Met Tone & rapport conf 94%
Tone was scripted and inflexible; did not adjust pace or confirm comprehension.
X3 Not Met Overall experience conf 93%
Repeatedly asked for serial number and email; increased effort by not resolving issue live.
Call Transcript10 turns · 11 lines
Speaker 1
welcome to Lync support. welcome, Russell. welcome, Russell. welcome, Russell. welcome, Russell. welcome, Russell. yeah. I'm trying to set up my lync system, model number ugh, EA7300V2. I don't know how.
00:00
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 products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue. Thank you for calling linksys. My name is Nathan. I know Micah is looking
00:00
Speaker 1
I hooked up to my provider's modem to my router, but I don't see the router come on. I reset it. I don't see, yeah, I don't see the screen where I'm supposed to go into and set it up. Am I doing something wrong? Okay. Hold on.
01:00
Speaker 2
[silence]
01:00
Speaker 1
Moss, S-Fee, my serial number? One nine T two zero M two B nine zero two two zero one and his name system zero two two two. zero one I see it I see the Wi-Fi is it's connected but I don't see Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
02:00
Speaker 2
And before I will continue helping you, can you give me information? What is the serial number of the device and what is your name again? Yes. Can you see it in your Wi-Fi? And can you connect it?
02:00
Speaker 1
well teach you anything how do you do good setup [silence] well well I don't have that hot.r.com anymore at gmail.com. Yes. 7,300 due. All right. Okay. I'll wait. All right. It's a spectrum. Spectrum. [silence]
03:00
Speaker 2
Ran, 5-0 at g mail.com. All right. The model of your router is Ea 70-60, correct? All right. This is what you're going to do. You already did the factory reset. You're already there, your halfway through. All you need to do is run the setup. I can send you the instructions. Give me 5 to 10 minutes after the call. I will make sure that the instructions is step by step step one, step two, step three, it's not a link. I have to write it down myself so that you can follow it easily. All right. Now Thomas, uh, who is the internet provider, Excity or Spectre? Spectrum, okay. That's easy then.
04:00
Speaker 1
All right, thank you very much.
05:00
Speaker 2
All right, give me two minutes. I will give you the the instruction there. Is that fine? Have a nice day.
05:00