The agent incorrectly declared the EA7300 end-of-life per inaccurate technical claims (contradicted by KB), skipped all troubleshooting and tool use, and provided only a replacement suggestion without resolution path or empathy. The interaction lacked call control, ownership, and effort reduction, leaving the Wi-Fi dropout issue entirely unresolved.
V1 Case Analysis
Customer reported Wi-Fi drops on TV ~70 ft from EA7300. Agent incorrectly stated router is end-of-life/unsupported, performed no troubleshooting, and recommended replacement without collecting serial number, verifying warranty, or suggesting alternatives.
Troubleshooting Steps
Confirmed router model (EA7300)
Acknowledged symptom of Wi-Fi drops
Key Observations
Agent incorrectly claimed EA7300 is end-of-life/unsupported — KB documentation confirms EA series devices receive firmware updates and are not legacy/EOL.
Zero troubleshooting performed despite documented solutions for Wi-Fi drops (power cycle, 2.4 GHz band usage, signal strength verification, extender options).
No serial number, warranty verification, or support eligibility discussion — critical protocol failure for hardware-related support calls.
No alternative solutions (Wi-Fi extender, router repositioning, band selection) suggested despite being standard mitigations for distance-related signal issues.
Call ended with no concrete next steps, KB reference, or follow-up plan — operational closure failure.
Positive Highlights
Agent correctly identified the router model (EA7300) from customer input.
Agent acknowledged the customer's reported symptom (Wi-Fi drops at distance).
Agent Errors / Gaps
Incorrectly stated EA7300 is end-of-life/unsupported — contradicts KB documentation showing active firmware updates and support.
Failed to perform any basic Wi-Fi troubleshooting (power cycle, signal strength check, channel width adjustment, extender options) as outlined in KB articles.
Did not collect serial number or verify warranty status — protocol violation for hardware support calls.
Did not suggest standard mitigations (Wi-Fi extender, 2.4 GHz band, router repositioning) for distance-related Wi-Fi issues.
Misrepresented product support status, potentially misleading customer into unnecessary replacement.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 98%
Agent states 'This router is already end of life and end of support... you may need to replace the router' with no resolution path or confirmation, leaving issue unresolved.
R2Not MetDiagnostic thoroughnessconf 97%
Agent asks only for model number and distance, then jumps to conclusion without performing any troubleshooting steps (e.g., power cycle, signal check, firmware verification).
R3Not MetCorrect resolution pathconf 96%
Agent dismisses customer with 'end of life' claim and replacement suggestion without attempting best-effort OOW troubleshooting (e.g., signal optimization, firmware check), contrary to OOW standard requiring real troubleshooting attempt.
Technical Accuracy
T1Not MetTechnically accurate infoconf 96%
Agent asks only for model number and distance; fails to gather diagnostic details (signal strength, interference, device behavior) or identify root cause.
No tools used (e.g., router UI access, firmware version check, LED status); agent could have directed customer to http://192.168.1.1 for settings verification per KB but provides none.
T3Not MetNo misinformationconf 99%
Agent states EA7300 is 'end of life and end of support' with 'no good firmware available,' which is factually incorrect per Linksys KB (EA series firmware updates exist via Smart WiFi).
Communication
C1Not MetClear & professional languageconf 94%
No clear agenda, call control, or structured guidance; agent interrupts customer and uses procedural filler ('Mm-hmm') without framing interaction or managing transitions.
C2Partially MetConfirmed understandingconf 92%
Agent uses simple terms but fails to confirm understanding or adapt communication after customer repeatedly describes disconnection issues; minimal engagement with customer's technical level.
Customer Ownership
O1Not MetOwnership & empathyconf 96%
Agent takes no ownership of troubleshooting, immediately shifts responsibility to customer for replacement without attempting resolution or offering follow-up.
O2Not MetProactive follow-throughconf 95%
No specific next steps, timelines, or follow-up commitments provided; customer left with vague suggestion to replace hardware.
O3Not ApplicableClosure confirmationconf 100%
First contact with no prior case history to reference or maintain continuity.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Partially MetCustomer effort minimisedconf 93%
Agent acknowledges customer's presence but shows no empathy for frustration or repeated disconnections; tone remains flat and procedural rather than supportive.
X2Partially MetTone & rapportconf 91%
Agent listens but does not adjust pace, style, or emotional response to customer's state; fails to rephrase or confirm comprehension after repeated issue descriptions.
X3Not MetOverall experienceconf 94%
Customer repeats problem multiple times without reduction in effort; agent offers no self-service tools, remote checks, or actionable diagnostics to streamline resolution.
Call Transcript5 turns · 7 lines
Speaker 2
Welcome to Linksys Support. To ensure quality, your call may be monitored. Certain products will be supported, while Out of Service products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more [silence] information about your product.
00:00
Speaker 1
[silence] they should they should give you one with a good Wi-Fi because they have AT& T, they give you a modem your mom dad's modem to the basement and then they're getting a router upstairs. Thank you. Yeah. That's great. I was getting able to talk on the phone and using mine this day. No, I went to the service. Oh. I once dropped in. We dropped in. Wi-Fi dropped the call. Wi-Fi dropped the call. Uh, Wi-Fi dropped. Kathleen White. Uhm, we have one of your routers, and we are unable to um stay connected with the Wi-Fi to one of our TVs, which is like 70 feet away from the router. And I'm wondering if you can help me troubleshoot or [silence]
02:00
Speaker 2
Thank you. Carlin-Brooks. My name is Nathan. May I know who I'm speaking to? Kathleen White Kathleen. How can I help? Mm-hmm.
04:00
Speaker 1
Reboot or. why rebooted and it didn't work. Um, it connects but it keeps disconnecting. It the TV will connect but it keeps dropping the Wi-Fi. It's a it's a it's a weak signal. About 70 feet, yes. The model number is EA7300.
05:00
Speaker 2
When you say you cannot connect, what is the error? Mmhmm. How far is the signal? Is it 20 ft, right? Boom. Boom. Oh. Can you give me the model of your router? Let's take a look. Mmhmm. Ah, yes. This router is already end of life and end of support. Yeah. This is a matter of hardware issue. This device is no longer supported by your network and most likely that's the reason that you have this issue right now. Okay. My suggestion for this one is you may need to replace the router. The reason for that one is end of life. There is no good firmware available. Basically, the router is working.