V2 Rubric Detail — b8f0d762-821a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 20:04
Duration
10m 27s
Contact
920-609-7663
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00137702
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500 - End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall15.6% (-40.4)

V2 Grader Summary

The agent failed to troubleshoot the core internet outage or assist with the TP-Link Deco setup, instead redirecting the customer to external support without performing any diagnostic steps or offering Linksys-specific solutions. This resulted in an unresolved issue with no progress toward resolution, violated OOW troubleshooting standards, and provided unsupported guidance on a third-party device.

V1 Case Analysis

Customer (Julie Schneider) unable to set up TP-Link Deco AXE5400 due to no internet. Existing EMU7500 router identified as end-of-support. No WAN diagnostics performed. Agent provided TP-Link support number (correct first attempt, incorrect second attempt) and advised manual setup via mobile data. Call closed with self-help path.

Troubleshooting Steps
  • Collected customer email
  • Identified EMU7500 as end-of-support
  • Suggested using mobile data to download Deco app
  • Provided TP-Link support phone number (correct first attempt, incorrect second attempt)
Key Observations
  • Agent correctly identified EMU7500 as end-of-support per Linksys EOS policy for E-series models.
  • No WAN/internet diagnostics performed (e.g., modem power cycle, direct modem test, WAN cable check).
  • Provided correct TP-Link support number on first attempt (1-866-225-4139) but incorrect number on second attempt (866-225-88139).
  • Failed to collect serial number or verify warranty status beyond verbal assertion.
  • Did not confirm customer's mobile data availability before suggesting app download.
  • Agent communication was clear and structured despite technical shortcomings.
Positive Highlights
  • Correctly identified EMU7500 as end-of-support based on model family (E-series), which is out of lifecycle per Linksys policy.
  • Provided correct TP-Link support number on first attempt (1-866-225-4139).
  • Warned customer about potential scams when contacting third-party support.
  • Maintained clear and calm communication throughout the call.
Agent Errors / Gaps
  • Failed to collect product serial number and verify warranty status through official lookup.
  • Did not perform basic WAN/internet troubleshooting (e.g., power-cycle modem, check WAN cable, test modem directly).
  • Provided an incorrect TP-Link support phone number on second mention (866-225-88139).
  • Did not confirm customer's mobile data availability before suggesting app download.
  • Did not guide customer to test internet via mobile hotspot to isolate issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the internet outage or Deco setup; only referred customer to TP-Link support without verifying resolution path.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., check modem, power cycle, LED status) were performed despite customer having no internet.
R3 Not Met Correct resolution path conf 96%
Agent recognized the third-party device involvement but failed to conduct any Linksys-supported troubleshooting for the underlying internet loss, violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause of no internet (e.g., modem issue, router failure), skipped basic diagnostic questions about physical setup or signal.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., remote diagnostics, local router access, speed test) to isolate whether the issue was with ISP, modem, or router.
T3 Not Met No misinformation conf 95%
Agent claimed TP-Link Deco can be manually configured without the app, which contradicts TP-Link's documented setup process and constitutes unsupported guidance on a non-Linksys device.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent introduced themselves and collected basic info but lost control by abruptly shifting to external support without managing expectations or framing the interaction.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but did not adapt to customer’s frustration or confirm understanding after giving complex instructions about manual setup.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated ownership by directing customer to TP-Link without attempting to diagnose the root cause of internet loss affecting both Linksys and new equipment.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a next step (call TP-Link) but no timeline, follow-up, or confirmation of success; left customer with unresolved primary issue.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No internal escalation occurred and none was warranted for a third-party product issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent remained polite but did not acknowledge customer’s month-long outage or repeated efforts, missing empathy opportunity.
X2 Partially Met Tone & rapport conf 86%
Agent maintained tone but failed to engage customer fully or adjust pace during moments of confusion about app loading.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by redirecting to another vendor without first attempting to restore internet access.
Call Transcript16 turns · 19 lines
Speaker 1
Yes. My name is Julie Schneider. No, I called. I've been a while, but I have called before. My name, Julie. J U L I E. Schneider. SCHNEIDER.
00:00
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. Thank you for calling Linksys. My name is Nathan. May I know who am I speaking to? All right. Is this your first time calling us, Julie? All right. Let's create a ticket for you. May I have your email address please?
00:00
Speaker 1
one zero at yahoo.com. Pardon me? Oh, um, I have no internet, um, and I've spoken to, uh, my carrier spectrum, and they said that they, I should call, uh, Linsky's, um, my router, uh, service, to see, um, if there's any updates or that it's not working. It, um, I'm without it most of the time now, and, um, that's getting to be a problem. You know, it would come and go, and now it just is gone. I'm sorry. [silence]
01:00
Speaker 2
all right. Julie tell me what's the issue about? Tell me what is the problem. Hmm. So since when did this problem started? Hmm. Since when did the
01:00
Speaker 1
Oh, I would say it's probably been ongoing for about a month now. Yeah, it's 'EMU7500'. Yeah. That is my provider, yes, Spectre. [silence]
02:00
Speaker 2
All right. Can you give me the model of your router? Speak with me. Let me take a look. OK. You have this router for more than almost 10 years, Julie. Yeah. OK. And your internet service provider is the Spectrum, right? (humming) Yeah. The router is already out of life and end of support, meaning it is (humming)
02:00
Speaker 1
Mm-hmm. Yeah, and I, yeah, I actually did purchase a deco. It is the a, AXE5400 tri, tri band mesh Wi-Fi 6E system. There's two, it's a two pack. The model is X, E, 75. and it's a two pack. Deco TP link. Because, yeah, the problem is I can't set that up because I don't have any internet. I can't even like load an app or anything and. With these, you know, they're, uh, that's what you have to do. You'd have to, uh, download an app. Let me see here. If I can do it, I, there's not a lot I'm able to do on here. Um, so just turn the Wi-Fi off, and then, and what should I go to then? Let's see. Yes, yes, I do have that number, but they told the same thing. They said, you know, you have to have Internet. Uh, I wasn't able to get the apps. [silence]
03:00
Speaker 2
You can, you can. You have a mobile data, you can connect. Don't connect to the Wi-Fi. Is able to Wi-Fi, you can connect to the mobile data and then you can look. Go to the app store and then look for that application that they're asking. Do you know the technical support of TP-Link? [silence]
05:00
Speaker 1
but what the problem was, but let me just see here if I can now. [silence] see here. See this is the problem I have. It says loading and it doesn't load. Yeah. [silence] And that's on.
06:00
Speaker 2
but you have a cellular data right, Julie? Did you try calling this number? 1-866-225-4139 866 225 ... The PRT link. Yes, they can help you in this one.
06:00
Speaker 1
no they can't yeah no they said i they can't help me without loading the app first it's saying it can't connect uh no
08:00
Speaker 2
they can yes they can just tell them that you don't have the app right now. you don't have internet because as long as you can connect your computer or your phone to the wi-fi and connect uh they should be able to do that one. you don't need an app to run this one. there is a manual option. sorry Julie. I cannot tell you. I do not know um how to configure this one. you really have to get the Skype link application or you can call them ask them is this 22 58139? the number that you're calling. [silence]
08:00
Speaker 1
Oh, just a minute, let me write this down here. Let me write this down here. 8 six, six. Okay. Okay. Okay, I'll, I'll try again, but they told me that they weren't able to help me without being able to set up an app first. Oh, okay.
09:00
Speaker 2
undefined Call this number 866-225-88139. Tell them that you don't have internet, you don't have the app, you need to set it up manually. They will help you. Make sure that you mention, I want to set it up manually without the app. They can help. Now, and don't, don't try to pay something because it could be a scammer if they ask money from you. Take out of that one. Okay. It said, oh, I cannot do this one. You pay for me, I will help you. Don't fall into that trap.
09:00
Speaker 1
Oh. Okay. Oh. Okay. Well, I'll call them. Thanks. Thanks. Thank you. I appreciate the help. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye. Bye.
10:00
Speaker 2
Those are scammers. Alright, the number I gave you is the real one and they will not ask for money. Okay. Take care, Julie. Take care. Alright then. Good afternoon and thanks for calling.
10:00