V2 Rubric Detail — bdae84e6-65a2-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 14:35
Duration
6m 24s
Contact
Megan Pluemer
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133107
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_EA8300v1.1
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide free troubleshooting despite OOW best-effort policy, directing customer to paid support without attempting resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent incorrectly claimed out-of-warranty devices receive no free support and offered only a paid option, refusing to troubleshoot. No diagnostic steps were taken, no empathy shown, and no next steps provided. This constitutes avoidance of responsibility and results in an unresolved outcome.

V1 Case Analysis

Customer reports modem‑router communication failure on EA8300 v1.1 after power outage. Agent skipped basic troubleshooting, incorrectly claimed no firmware updates since 2023, declared device out of warranty without verification, and offered $15 paid support without proper consent or case creation. Customer declined and ended call. No resolution achieved.

Troubleshooting Steps
  • Suggested a full factory reset of the EA8300.
  • Advised that a laptop/computer is needed to re-configure the router.
Key Observations
  • Agent skipped fundamental WAN troubleshooting steps such as power-cycling the modem, checking physical connections, or verifying LED indicators.
  • Agent incorrectly claimed the EA8300 has had no firmware updates since 2023 — this contradicts Linksys KB, which shows multiple updates post-2023 for EA8300.
  • Warranty status was stated as out of warranty without any verification process or mention of lookup.
  • Paid support was offered without proper consent, explanation of scope, or documentation in a case system.
  • No HappyFox case was created or referenced, violating core protocol for all support interactions.
  • Customer email was partially misspelled in agent recap (M-E-G-A-N-S-O-M-E-R for gmail.com) — actual spelling provided was S-O-M-M-E-R.
Positive Highlights
  • Collected customer name, partial phone number, and email address, despite minor error in spelling.
  • Correctly identified the product model and serial number from customer input.
  • Directed customer to support.Linksys.com for self-help resources, which is a valid fallback for out-of-warranty scenarios.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow for WAN connectivity issues — skipped power-cycle, LED check, cable verification, and modem/router handoff validation.
  • Provided factually incorrect information about firmware update history for EA8300, claiming no updates since 2023 when KB confirms otherwise.
  • Declared device out of warranty without performing warranty lookup or referencing purchase date.
  • Offered paid support without proper consent, clear scope, or adherence to paid-support escalation script.
  • Did not create or reference a HappyFox case number, violating case management protocol.
  • Misstated customer's last name during confirmation (S-O-M-E-R instead of S-O-M-M-E-R), indicating poor attention to detail.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the device is out of warranty and 'no longer eligible for a free troubleshooting' and offered only paid support, failing to resolve or meaningfully address the issue.
R2 Not Met Diagnostic thoroughness conf 97%
Agent did not conduct meaningful troubleshooting; only mentioned a factory reset without guiding through steps or verifying WAN/ISP issues per diagnostic protocol.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed out-of-warranty devices receive no free help, violating OOW best-effort policy requiring troubleshooting regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked for model/serial but did not investigate the symptom ('modem and router not communicating') with targeted questions or logical sequence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., speed test, local login, firmware check); agent skipped essential diagnostics despite needing to isolate ISP vs. router issue.
T3 Not Met No misinformation conf 97%
Agent falsely claimed EA8300 v1.1 has no updates since 2023 and that OOW devices get no free support — both contradict KB policies.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to guide interaction; gave vague suggestion to 'consult higher up' and abruptly ended without managing expectations or transitions.
C2 Not Met Confirmed understanding conf 94%
Agent used technical terms without confirming understanding, did not adapt to customer's level, and ignored emotional cues.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by redirecting to paid support and suggesting a 'higher up,' failing to take responsibility for resolution.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided; only mentioned optional $15 paid support without timeline, owner, or action plan.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation performed and none was warranted — issue was within L1 scope but agent refused to engage.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy; only said 'thank you for your patient' without acknowledging frustration or repeated effort.
X2 Not Met Tone & rapport conf 94%
Agent maintained one-size-fits-all tone, did not adjust pace or style, and disengaged customer by ending abruptly.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by requiring payment for basic support and performing no actions on their behalf.
Call Transcript9 turns · 11 lines
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. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options: For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again.
00:00
Speaker 1
Talk to a person.
01:00
Speaker 2
Press eight. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For please have your device's 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 Vin, how may I help you today?
01:00
Speaker 1
the modem and the router are not communicating so she suggested maybe there's an update that you guys have to do on, your end. It is, or the serial number is 21P11M2AA03796. Yep. Correct. EA8300 v1.1.
02:00
Speaker 2
What's the model of your router as well? [silence] Yes. What's the serial number? [silence] 2 1 P like Peter, 1 1 M like Mary, 2 Alpha Alpha 03796. [silence] What's the model number of the unit as well? [silence] Thank you so. [silence]
02:00
Speaker 1
I do not. I could I don't I don't remember. Yes. Megan Plemel P-L-U-E-M-E-R. Correct. Megan Sommer S-O-M-M-E-R the number for@Gmail.com
03:00
Speaker 2
Do you have a laptop or computer that you can wire directly to the spectrum zone modem as well? All right. Before anything else, can I ask, is this your first time calling? Since this is your first time calling, I just have to gather some quick information so that I can create a K. In our system, gonna have your first and last name. Thank you so much, Megan. Migg-An. What about the email address? It's Megan Sommer. Is it M-E-G-A-N-S-O-M-E-R for gmail.com? And the phone number that you're currently calling is at 604-5-209. Thank you so much. Let me quickly double check everything in my end. Thank you so much for your patient. So in terms of any kinds of updates regarding about the current model, the EA 8300 version 1.1, this model has no any kinds of update as of the latest moment. The last known update for the unit was way back on 2023. In terms of the current problem, as you mentioned, there was a power outage. Your last possible troubleshooting for your router is to consider doing a complete factory reset and set it back up from scratch, treating it like it's your first time having the unit. However, since this is an EA model, in order to reconfigure it from the beginning, it needs either a laptop or computer to set it back up. All right. Before going into further troubleshooting may also start for this specific model, I do have to set your expectations, it's no longer in warranty. It's no longer eligible for a free troubleshooting on our end. But all troubleshooting steps for the device is covered in the manual. If you're having further difficulty May I request you to consult with our higher up? [silence]
03:00
Speaker 1
Okay. We will figure something out. Thank you for your time.
06:00
Speaker 2
There's a free help on support.Linksys.com. However, for Troublester belonging, if you wish to proceed through the phone, it entails a $15 cost, which is completely optional.
06:00