V2 Rubric Detail — c6e1b438-7a1b-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 15:51
Duration
5m 22s
Contact
Mike
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136187
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 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
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-8.0)

V2 Grader Summary

The agent identified the EA7500 as end-of-life and offered only an email with self-help steps, performing no troubleshooting despite a clear post-power-event failure scenario. While the device is out of warranty, the agent failed to provide best-effort support such as guiding a factory reset or reconfiguration, resulting in an unresolved case with minimal customer empathy or effort reduction.

V1 Case Analysis

Customer reports EA7500 not working after power outage; reset attempted. Agent incorrectly stated device is end-of-life and unsupported, offered no troubleshooting, and ended call after confusing email entry. Issue unresolved.

Troubleshooting Steps
  • Requested model and serial number
  • Informed customer the device is end-of-life and unsupported
  • Offered to email a KB article with reset/reconfiguration instructions
Key Observations
  • Agent incorrectly stated the EA7500 is end-of-life and unsupported — contradicts KB documentation.
  • Inserted completely irrelevant question about book organization at [03:00], derailing the call.
  • Failed to perform any basic troubleshooting (power-cycle, LED check, WAN verification).
  • Repeated customer's email address incorrectly (M-A-C-H instead of A-R-O), risking failed communication.
  • Did not confirm serial number despite asking for it.
Positive Highlights
  • Asked for model and serial number at the start of the call.
  • Offered to send a KB article via email for self-help.
  • Maintained a polite closing tone despite poor call structure.
Agent Errors / Gaps
  • Incorrectly claimed the EA7500 is end-of-life and unsupported — per KB, EA7500 is a supported model with available firmware updates.
  • Provided no troubleshooting steps despite customer reporting a post-power-outage failure, which is a common scenario with clear remediation paths.
  • Inserted off-topic, non-technical question ('how do you organize your books?') at [03:00], which is unprofessional and disrupts call flow.
  • Failed to verify the customer's email address correctly — said 'M-A-C-H' when customer said 'A-R-O'.
  • Did not confirm or capture the serial number despite requesting it.
  • Did not check or interpret LED status, which is critical for diagnosing hardware faults.
  • Did not guide customer through a power-cycle or modem-router sequence, which is standard for outage recovery.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the issue or provide actionable troubleshooting; only promised an email with self-help steps.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were attempted — no power cycle verification, no LED check, no login attempt — despite a clear post-power-event scenario.
R3 Not Met Correct resolution path conf 95%
EA7500 is end-of-life, but OOW status does not excuse zero troubleshooting; agent failed to offer best-effort steps like factory reset or reconfiguration per policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent skipped diagnostic process entirely — no questions about LED status, connectivity, or prior state — and jumped straight to EOL declaration.
T2 Not Met Appropriate tools / resources used conf 93%
No internal tools, logs, or dashboards were used; agent relied solely on model number lookup without attempting remote diagnostics or configuration recovery.
T3 Partially Met No misinformation conf 90%
Correctly stated EA7500 is EOL and unsupported, but failed to provide the specific technical guidance for reconfiguration (factory reset) available in the KB.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected model/serial and email, but did not set expectations about EOL limitations or explain why direct support couldn't be provided.
C2 Not Met Confirmed understanding conf 94%
Customer showed confusion (e.g., 'how do you organize your books?'), but agent did not adjust pace, confirm understanding, or use simpler language.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on the call and committed to sending an email, but did not attempt any resolution steps before deferring to self-help.
O2 Met Proactive follow-through conf 97%
Provided a clear next step: email with instructions within 3–5 minutes after call, giving the customer a defined path forward.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope even for EOL device.
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 95%
No acknowledgment of customer’s frustration after electrical work or power outage; interaction remained transactional and impersonal.
X2 Not Met Tone & rapport conf 94%
Agent continued at a steady pace despite customer’s apparent cognitive or auditory difficulty, without checking comprehension or adapting tone.
X3 Not Met Overall experience conf 92%
Customer had to repeat information (model number), then was told to wait for an email instead of receiving immediate guidance, increasing effort.
Call Transcript8 turns · 9 lines
Speaker 1
Yes, ma'am. I have a uh uh, لينكسيس router and we were having some electrical work done in the house and after turning the power back on, the router no longer works. Um, I hit the, reset button. Um, be-it I'm trying, trying all options uh, to see if it would work. And I got told by a buddy one of mine who's into computing.
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. While waiting, you may also visit support.Linksys.com for more information about your product. Hello. Thank you for calling Linksys technical support. This is Tar on how can I assist you today?
00:00
Speaker 1
tregsisters that I probably have to call you guys to get it re- or re-logged in or re-register. Yeah, I didn't count. Um, so I don't know. But I do know that my network is no longer named the way that it used to be named. And my password is now like even to log into it is the default password. Yes. Yes. So, the model, the You want the MAC address? Oh, the model number is E as in Echo, A as in Apple, 7500.
01:00
Speaker 2
Mhm. Mhm. I see, all right. mhm. Uh huh, all right Sir, um, before we proceed, can you provide the Model Number and the Serial Number of your Linksys router?
01:00
Speaker 1
Sorry, I could not make out the words. Could you please speak again? Okay. Yeah, let's do that. Okay, how do you organize your books? Good question. Organizing your books can be a bit difficult. Interesting. What do you do? [silence]
02:00
Speaker 2
I'm here with this model number and serial number that you provided to me upon checking here your device was already part of our end of life and end of support device, it means that we don't provide technical support for this router anymore and also no updated firmware and the security is not so secure anymore. So what I can highly suggest here is you can just you can purchase a new router or like, or the last option is yes, you can reset and reconfigure your device, but all I can do is I can only send you an email on how to do it on your own. You can just follow the steps and then check the KB article that I will send to you. All right. All right. Can I get your email address where I could send email?
03:00
Speaker 1
[silence] arrow-mech. [silence] [silence] yes ma'am. [silence] [silence] Matt m e c h. [silence] Yes ma'am. Okay, all right. Thank you. You too. Bye.
04:00
Speaker 2
Alright, so your, Mike, is M-I-K-E, is this correct? Alright, it's Mike@Aro.MHCA.com. Is that correct? Yeah, M-A-C-H, aro.MHCA.com. Got it. Alright, so, yeah, expect an email from your server then, three to five minutes after we end the call, and just follow the steps. Alright. Thank you so much for calling Linksys. Have a good one. Bye for now.
04:00