V2 Rubric Detail — c00613b6-6f4e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 21:59
Duration
19m 33s
Contact
Nick Gladkin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134531
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500 No Internet
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to troubleshoot a technically resolvable issue by citing EOL status without attempting best-effort support, directing customer to an AI tool and new purchase instead.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any substantive troubleshooting, incorrectly treated end-of-life status as a reason to deny all support, and dismissed the customer with non-actionable advice. Despite the device being out of warranty, best-effort troubleshooting was expected but not provided, resulting in a complete lack of resolution or meaningful next steps.

V1 Case Analysis

Customer (Nick Gladkin) reported EA7500 flashing and no internet. Agent incorrectly stated device is end-of-life and support ends in 2025, offered no troubleshooting beyond suggesting the online AI tool. Issue not resolved.

Troubleshooting Steps
  • Collected serial number and model.
  • Checked router status (offline) via internal tools.
Key Observations
  • Agent provided factually incorrect and self-contradictory information: claimed EA7500 is end-of-life since 2020 but support ends in 2025.
  • No standard connectivity troubleshooting (power-cycle, modem verification, WAN check) was performed.
  • Agent unnecessarily repeated request for customer name after it was already provided.
Positive Highlights
  • Correctly identified the product model as EA7500.
  • Collected and recorded the serial number accurately.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrectly claimed the EA7500 is end-of-life and no longer receives firmware updates — contradicts KB documentation which states automatic updates are supported and rolled out in stages.
  • Provided false and contradictory dates: stated EOL in 2020 but support ends in 2025 — this is materially inaccurate and misleading.
  • Failed to perform any standard WAN troubleshooting steps such as power-cycling modem and router, checking WAN status, or verifying internet connection type.
  • Did not guide customer to access local web interface at http://192.168.1.1 or http://myrouter.local to check connectivity or firmware status.
  • Redundant request for customer name at [16:00] after it was already given at [15:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'we can no longer provide support on this router' and offered no resolution, only a suggestion to buy a new router and use an AI tool.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked about reset duration; did not perform any meaningful troubleshooting such as checking WAN status, ISP connection, or local access to the router interface.
R3 Not Met Correct resolution path conf 96%
Declared device EOL and refused support without attempting best-effort troubleshooting (e.g., power cycle, firmware check, or config review), violating OOW support expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process followed; skipped basic steps like verifying internet at modem or checking router lights/status despite customer describing a flashing logo.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use any tools (e.g., remote diagnostics, admin UI, WAN test) even though the issue required investigation into connectivity and device status.
T3 Partially Met No misinformation conf 85%
Correctly identified EA7500 is EOL per KB, but gave conflicting dates (2020 vs 2025) and inaccurately suggested an AI tool as a substitute for technical support.
Communication
C1 Not Met Clear & professional language conf 93%
Failed to set expectations or guide interaction; conversation lacked structure and devolved into premature dismissal without control.
C2 Not Met Confirmed understanding conf 92%
Used generic, non-adaptive language; did not adjust for customer’s clear frustration or need for concrete guidance.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by directing customer to AI tool and new purchase instead of attempting resolution or follow-up.
O2 Not Met Proactive follow-through conf 94%
Provided no specific next steps, timeline, or actionable plan—only vague suggestion to visit website AI.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted since agent chose to close the case without attempting resolution.
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 91%
Minimal empathy shown; brief apology did not acknowledge customer’s effort or frustration meaningfully.
X2 Not Met Tone & rapport conf 90%
Did not adapt tone or pacing to customer’s emotional state; remained transactional despite signs of dissatisfaction.
X3 Not Met Overall experience conf 93%
Increased customer effort by redirecting to external AI and implying hardware replacement instead of solving the issue.
Call Transcript12 turns · 12 lines
Speaker 2
(slowly) welcome to (inaudible) reception. 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. (in lengthy) (stutter) Register your product by visiting register.linksus.com. (slower) Please have your device's serial number ready. For assistance, press 1 now. For our warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. (faster) Please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
How can I help you today? I have, I think, maybe a connection issue with my Linksys EA7500. The Linksys logo on the front just keeps flashing and I cannot connect to the internet. So, I got back from vacation a couple, uh, two days ago. And uh, the internet has not been working. Um, I didn't know if there was an outage in our area, but our, you know, there's been no reports of outages. And our provider said there were no outages. Um, and yeah, I've tried resetting the router about four dozen times. And uh, it just keeps flashing.
14:00
Speaker 2
Thank you for calling Linksys Technical Support. My name is Ellie. How can I help you today? OK. what this router was working before. Uh-huh.
14:00
Speaker 1
Uh, probably about ten seconds. I mean, is there uh recommended amount of time that you suggest? [silence] Yeah, it is. Oh, [silence] just had to hold it. Okay. It is 18 L.
15:00
Speaker 2
Okay, I see. And also by the way, sir, uh when you mentioned that you have done resetting the router, um, how many seconds did you press and hold the reset button? Oh, okay. Thank you so much for that one. Um, that's actually the ideal time like 10 to 15 seconds. Um, let me just go ahead and double check everything of your EA router, sir, can you give me the serial number of your EA router?
15:00
Speaker 1
two, zero, S, zero, eight, seven, zero, nine, five, two, one. [silence] Yes. My first name is Nick. My last name is Gladkin.
16:00
Speaker 2
okay okay give me one moment okay thank you so much sir okay uh okay and uh by the way is this like your first time calling link sys okay okay uh-huh uh-huh uh-huh sir let me just go ahead and create the record for this conversation can i please have your first name and your last name um how do you spell your last
16:00
Speaker 1
G-L-A-D-K-I-N.
17:00
Speaker 2
my [silence] my router here, [silence] and per your checking, yes, the router is currently offline, like not receiving any internet. [silence] nor producing any internet. [silence] And I did also check your router. [silence] And this router that you have is one of the routers that has end of life since August 10th, 2020. [silence] So, this router is no longer receiving any updates from Linksys. [silence] And the support for this router ends November.
17:00
Speaker 1
OK. Yeah, we, we have one being sent, um, but you did say it's not receiving internet as well? Yeah.
18:00
Speaker 2
This router also, Nick, has been already ended, last, August 9th of 2025. So, um, I'm so sorry but we, yeah, we can no longer provide support on this router, but you may want to consider, like, you know, getting a new router instead. But, um, how about with this one? Okay. I'm just not receiving any updates, but since it was working before. How about you give it a try? Um, if you have an active mobile data, um, go to the website of Linksys. Um, that is support.linksys.com. Um, on that website, there is an AI tool agent that, uh, you can ask any questions on that AI, and then it will give you all of the troubles ... troubleshooting that you need. Like you're explaining, like anything, just like anything that you are thinking about, what's the problem? And also, you can see videos, you can see, you know, some kind of photo guides that, ... You know, you can, like, follow up.
18:00
Speaker 1
Okay. Okay. Awesome. I appreciate your help. You too.
19:00