V2 Rubric Detail — c4be34d2-7ed1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 15:44
Duration
7m 42s
Contact
775-901-2094
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.50/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.14/5
Overall50.0% (-6.0)

V2 Grader Summary

The agent identified the EA6100 as end‑of‑life and suggested a factory reset or replacement MR2000, but no diagnostic steps were performed and the issue was not confirmed resolved. While the guidance was technically accurate and the agent owned the case, lack of empathy, missing timeline, and insufficient troubleshooting resulted in an unresolved outcome.

V1 Case Analysis

Customer reports intermittent Wi-Fi and occasional power loss on EA6100. Advised factory reset (hold red reset button 30 seconds while powered). Incorrectly stated device is end-of-life. Suggested MR2000 as replacement if reset fails.

Troubleshooting Steps
  • Identified router model (EA6100).
  • Advised a factory reset (hold red reset button 30 seconds while powered).
  • Suggested replacement MR2000 if reset does not resolve the issue.
Key Observations
  • Agent incorrectly claimed EA6100 is end-of-life and unsupported — contradicts KB which shows EA6100 still receives firmware updates and is not EOL.
  • No verification of post-reset connectivity was performed.
  • Serial number and warranty status were not collected, despite being requested in hold message.
  • Agent introduced upsell (MR2000) before confirming effectiveness of reset.
Positive Highlights
  • Correctly identified the customer's router model (EA6100) at [02:00].
  • Provided clear and accurate factory reset instructions: hold red reset button for 30 seconds while powered in [05:00–06:00].
  • Confirmed the reset procedure includes keeping the router plugged in, aligning with KB guidance.
Agent Errors / Gaps
  • Inaccurate statement that EA6100 is end-of-life and unsupported — per KB, EA6100 is still supported and receives firmware updates.
  • Failed to collect serial number or verify warranty status.
  • Did not confirm whether the factory reset resolved the issue.
  • Introduced replacement upsell prematurely without confirming reset outcome.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the router was fixed; only gave reset instructions and suggested a new router.
R2 Not Met Diagnostic thoroughness conf 93%
Agent did not perform systematic troubleshooting (no checks of lights, power‑cycle, WAN status, etc.) before recommending a reset.
R3 Met Correct resolution path conf 94%
Agent identified the EA6100 as end‑of‑life, set expectation that it is unsupported, and offered a realistic path (factory reset or replacement MR2000).
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
No diagnostic questions were asked beyond model number; root cause was not determined.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent relied on knowledge base information but did not use any internal tools (e.g., warranty lookup) that could have confirmed EOL status.
T3 Met No misinformation conf 96%
Instructions to hold the red reset button for 30 seconds while powered, and the statement that the EA6100 is end‑of‑life, are technically correct.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept the call on track but did not set clear expectations for time or next‑step verification.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, and explained steps in a way the customer could follow.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case from contact to close, did not transfer, and honored every commitment.
O2 Partially Met Proactive follow-through conf 87%
Agent gave next steps (factory reset, consider MR2000) but did not give a timeline or arrange a follow‑up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge the customer's frustration or express empathy; interaction was purely procedural.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a calm tone but did not actively match the customer's pace or emotional state.
X3 Met Overall experience conf 92%
Agent gave concise, direct instructions without asking the customer to repeat information or perform unnecessary steps.
Call Transcript13 turns · 14 lines
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. While waiting, you may also visit support. linksys.com for more information about your product. [silence] Hi, thank you for calling linksys. My name is Ven, have a help you today.
00:00
Speaker 1
And so I called the Charter Spectrum and they said that the uh, they uh, the problem was in the router, the Linksys router, which I have. Uh, so I was wondering, um, whether that can be fixed somehow. They said what I needed was 5G, 5, 5G signal capacity. Um, so I, I, I've had really good, uh, service with this uh router before. It just happened uh about a week ago, it started getting blurry. Okay, let's see, uh, it's the Linksys um Uh 1800 a c series, 06 25 49. the model number. Let me see.
01:00
Speaker 2
Oh, okay. What's the model number of your router as well? The model. What's the model number? [silence]
01:00
Speaker 1
Be that be the 7765-1884? Okay. Well, in the front on right under it, where it says linksix there also has E A6100. Correct. Thank you. No. Uh there might have been sometimes the power goes off once in a while if there's a big storm, but I didn't notice it and then I usually have to bring the thing back on. But um. [silence]
02:00
Speaker 2
No, there should be somewhere that says Model EA6100. Let me quickly double check everything on my end. Was there any kind of outages or problems from Spectrum, around the week ago as well? . All right. Mm-hmm. Will you... I see. I see. in this case,
02:00
Speaker 1
Factory reset. OK. Oh, OK. So what, if I need to get a new router, what, which one should I get and how much do they cost? Maybe.
04:00
Speaker 2
You might need to consider doing a complete factory reset on your Linksys router, since there's a possibility that the connection may not be stable with the current setup as it is. You need to consider doing a, yes, a complete factory reset and setting up the router all over again from scratch, treating it like it's your first time having the router. However, I also do have to set expectations that this specific model of the Linksys router has already been considered as an end of life and an end of support router. We no longer cater or support this specific router. If you're looking to get a new router, this is.
04:00
Speaker 1
Is MR 2000 with link six. Okay. Yeah, there's a best wine here there here. Um, there's, I guess I could try to do a factory reset. Now to do a factory reset. Uh, what do you do? Just unplug it or push, there's that little blue button on the back. Um, Oh, okay. That's a little blue button on the back, I think. Take it.
05:00
Speaker 2
I'm sorry. The usual cost starts around $40 and it usually depends up until $200 on the model as well. You can consider looking into the MR 2000 for a reference. Yes. You just need to hold the reset button for 30 seconds. [silence]
05:00
Speaker 1
Yeah, I can do that. Red. Oh, it's a red reset, but let me see if I can. Oh yeah, here I see it. Yeah. Reset button, it's on the bottom. So I'll try that and see if it works. And is that all I, do I need to unplug it at the same time or or leave it plugged in? Okay, yeah, um, let me jot this down so I don't forget you. Okay, press, red reset button on bottom for 30 seconds. Uh, plugged in. And that all there is to the reset.
06:00
Speaker 2
the red reset button. All right. It needs to be plugged in while you're doing the factory reset. Yes, that's how you do the factory reset.
06:00
Speaker 1
Um, yeah, so if that works, then I'm in business. Otherwise, I'll have to go get a get a replacement and you recommended the model MR2 0 6 0, is that correct? Oh, 2000. MR2000. Okay. All right. Well, I think that'll that'll probably get me going then, at least by this evening, for uh watching a clear clear image on the TV. You too, thank you. Take care. Bye.
07:00
Speaker 2
thousand. All right. Thank you so much for calling linkcess. Take care and have a great day.
07:00