V2 Rubric Detail — b77e142a-6a4c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 13:01
Duration
9m 7s
Contact
Julie Miller
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133737
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wi-Fi Connection_E2500

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall49.2% (-6.8)

V2 Grader Summary

The agent correctly identified the EA7400 as end-of-life and advised upgrading, which is technically accurate and aligns with policy. However, no meaningful troubleshooting was completed, no empathy was shown, and the customer was left without actionable next steps. Despite correct EOL classification, the lack of diagnostic follow-through and customer support resulted in an unresolved outcome.

V1 Case Analysis

Customer unable to get internet on EA7400 router after modem refresh. Agent collected contact/device info but provided inaccurate technical guidance (MacBooks cannot be wired, model misidentified as 'Lynx'), skipped basic troubleshooting, and advised replacement due to end-of-life status without confirmation. No case created.

Troubleshooting Steps
  • Collected name, email, phone, serial numbers, and ISP information
  • Asked if a laptop could be wired directly (no actual test performed)
  • Suggested a complete factory reset and replacement
Key Observations
  • Agent never verified WAN IP status, performed a power cycle, or conducted a wired internet test — all standard first steps per KB.
  • Agent provided materially false technical information: MacBooks can be wired via adapters; router brand is Linksys, not 'Lynx'.
  • Agent misidentified the product brand as 'Lynx' multiple times despite customer providing correct model number EA7400.
  • No troubleshooting path was followed; agent jumped directly to recommending replacement without attempting any diagnostics.
  • No HappyFox case was created despite collecting full customer and device details.
Positive Highlights
  • Collected complete customer contact information and device serial numbers.
  • Correctly identified the device as out of warranty and end-of-life based on model number.
  • Clearly communicated that the EA7400 is no longer supported, with support ending in August 2024.
Agent Errors / Gaps
  • Repeatedly misidentified the router brand as 'Lynx' instead of Linksys, despite customer providing correct model number EA7400 (serious accuracy failure).
  • Provided factually incorrect information that MacBooks cannot be wired, contradicting KB and common knowledge (MacBooks support wired connections via adapters).
  • Failed to perform basic WAN diagnostics: no power cycle, no wired test, no check of router status page for WAN IP (contradicts universal_isp_modem_diagnostics.md).
  • Did not verify whether the issue was with the modem, ISP, or router by testing directly at the modem (standard first step per KB).
  • Prematurely concluded the device was obsolete and advised replacement without attempting any troubleshooting steps (contradicts KB troubleshooting flow).
  • Did not create a HappyFox case despite collecting all necessary information (protocol failure).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommended buying a new router but did not resolve the connectivity issue or provide a valid workaround; no resolution path was achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent asked about ISP confirmation and suggested a wired test (though not completed), and mentioned factory reset as a step, indicating some troubleshooting intent.
R3 Met Correct resolution path conf 97%
Agent correctly identified the EA7400 as end-of-life (EOL) with support ending August 2024 and advised upgrading, which aligns with policy for obsolete devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent gathered model, serial, ISP, and asked about a wired connection attempt, showing diagnostic intent, but did not assess LED status, error messages, or isolate the failure point.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (e.g., internal lookup for EOL status, remote diagnostics, or firmware verification) were used; agent relied solely on customer input without validating device status via system tools.
T3 Met No misinformation conf 99%
Agent accurately stated the EA7400 is end-of-life and no longer supported, consistent with Linksys EOL policy and KB guidance.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent introduced themselves, collected information, and framed the call, but failed to maintain control by not guiding the customer through actionable steps or managing expectations after suggesting a factory reset.
C2 Met Confirmed understanding conf 94%
Agent used clear, non-technical language, repeated information for confirmation (e.g., spelling out letters), and adapted to customer’s pace during data collection.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership beyond information gathering; offered no follow-up, action, or commitment, and closed the case with a product replacement suggestion only.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or follow-up plan (e.g., callback, self-help resources) were provided; customer was left with no actionable path.
O3 Not Applicable Closure confirmation conf 100%
This was the customer’s first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Agent correctly decided not to escalate, as the device is EOL and out-of-warranty, making hardware replacement the only viable long-term solution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted given the obsolete status of the device.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remained polite but offered no empathy or acknowledgment of frustration; however, tone was neutral and professional throughout.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a steady pace and repeated information clearly, but did not adjust communication style when the customer expressed confusion about cables or setup.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial numbers and model details multiple times; agent did not document or confirm efficiently, increasing customer effort.
Call Transcript18 turns · 18 lines
Speaker 1
[ silence ] Type that in for me, please. Yeah, hi. I have been on the phone with our Internet provider and we're trying to figure out if, because since the Internet is working,
00:00
Speaker 2
to register your product, please visit Register.Linksys.com. Please have your device serial number ready for assistance and press one now. For our out of warranty products. Paid support may be available depending on your. Please have your device serial number and contact information ready. If unavailable, kindly call back later. for out of warranty product. Paid support option may be available depending on the issue. Hi, thank you for calling Linksys. My name is Evan. How may I help you today?
00:00
Speaker 1
He said that it is possibly the the Lynxys router is the only thing. So, she wanted me to talk to you about maybe rebooting it or see if there's something going on with the router. No. [silence] Yeah, I believe, yes. [silence] Julie J-U-L-I-E Miller. M-I-L-L-E-R. [silence] Uh-huh. [silence] I I believe it's an email that we do not use anymore.
01:00
Speaker 2
I see. Was there any changes done on the router as well? I see. Thank you so much for that one. Before anything else, Can I also ask is this your first time calling? Okay. Since this is your first time calling, I'll just have to gather some quick few information so that I can create a case here in our system. Can I have your first and last name? Thank you, so much. Julie Miller. What about the email address?
01:00
Speaker 1
[silence] should give you my new email? Okay, B as in Bob, A N D J Miller@outlook.com. No, that was actually Atlantic Broadband called you for me. So, I think you're on their line. Yes, it's 1 0 A 4 0 M as in Mary. 2 A A A 0 8 1 3.
02:00
Speaker 2
Yes. Yes. Me. Thank you so much. Band J Miller at outlook.com. And the phone number that you're currently calling is it eight eight eight five three six nine six hundred. Okay. Okay. Maybe Thank you so much for that one. Uh can you provide me the serial number of the Lynx router? Uh-huh. Mhm. Mhm.
02:00
Speaker 1
7.
03:00
Speaker 2
once again, it's 1-0, A like Apple, 4-0, M like Mary, 2-0, A like Apple, A like Apple, 0-8-1-3-7. [silence] what's the model number of the router as well? [silence] Lastly, may I also know who's the Internet service provider? American broadband. [silence] Thank you so much for that one.
03:00
Speaker 1
Thank you. Yes. She had me unplug everything, and then she did a refresh on the on her. Um, whatever this is that's in here. Uh. Wow. The modem, she did a refresh on the modem, and then we plugged everything back in. And then we redid the passwords and everything, and it's still not working.
04:00
Speaker 2
Just to clarify, when they mentioned that they had internet on their end, in what way did you try to check if the Internet was working? Once again, in what way did you try to check if the internet was working? Uh-huh. Uh-huh. Uh-huh. Uh-huh. I see. Lastly, do you have an available laptop or computer that you might be able to wire directly to the router or the modem? [silence]
04:00
Speaker 1
[DOWNWEIGHT] do you want you you what you you mind holding on till I check and see if I can do that I'll go up because I'm downstairs. I got to go upstairs. I'll be back to you. I don't know if I have that wire is what I'm thinking to wire it or is there you should there be a wire knacted that I could wire it maybe. Okay. that that's what I have the Mac book.
05:00
Speaker 2
Go ahead. It just depends on the laptop or computer that you have. Most computers can be wired to the modem or router. Laptops on the other hand such as like IMac or MacBooks, doesn't have a wired connection. uh capability. I see. So in this case, since the Wi-Fi seems to be not working properly on your router, I do have to suggest that you might want to replug the things that are connected there.
05:00
Speaker 1
[silence]
06:00
Speaker 2
To reset expectations, you might need to consider a complete factory reset and setting up the router all over again from scratch, treating it like it's your very first time having the unit at all. But before you are further troubleshooting, we may also start. This current model that you have, which is an eight, is no longer in warranty. It is also no longer being supported and no longer being manufactured by Lynx. This device has already been deemed as an obsolete router. In this case, since this is what we call a legacy router, we highly do recommend that you consider upgrading to a much more modern and newer routers.
06:00
Speaker 1
My house. I have another Linksys router connected. I have two routers connected in my house. Would that make a difference? Um, who could you check this one, the serial number and everything on this one to see if this was working? Okay. Can I give you the serial number and the modem number on it to? Uh, serial number is 1 9 A is in Apple. 1 0 C is in Carl 6 4 6 0 7 2 5 9.
07:00
Speaker 2
in difference uh what do you mean by difference as well uh we cannot double check if it's working but we can double check uh what's the status of the router go ahead yes go ahead
07:00
Speaker 1
five nine, E as in Edward, A as in apple, seven four zero zero. You're welcome. Thank you. Okay. Okay. Well, okay, thank you very much. That, that'll help us to know, you know, that we need to get buy new one then. Right. Okay.
08:00
Speaker 2
you want us for that one so upon do the checking with the current model that you have as well the EA 7400 the unit that you currently have has already been also declared as an end of life product the date as to when the device would no longer being supported was August of 2024 it's no longer being catered by Linksys all right thank you so much for calling Linksys.
08:00