V2 Rubric Detail — c79b973e-7ad1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 13:34
Duration
5m 59s
Contact
Austin Powell
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#EOS00136331
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_EA7300

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall16.7% (-39.3)

V2 Grader Summary

The agent only suggested a factory reset without performing any diagnostic steps, misidentified the router model, and failed to provide empathy, clear next steps, or ownership. The issue remained unresolved, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reports no internet on EA7300 despite Wi-Fi connection. Agent advised factory reset and re-setup via web UI (http://192.168.1.1). No reset steps provided. Customer will attempt self-help.

Troubleshooting Steps
  • Confirmed router model (EA7300) after initial confusion with EA7500.
  • Acknowledged customer performed power cycle.
  • Recommended full factory reset to re-establish WAN communication.
  • Advised logging into http://192.168.1.1 to reconfigure SSID and password.
Key Observations
  • Agent correctly diagnosed potential WAN communication failure and recommended factory reset as a valid next step (aligned with KB for unresolved WAN issues).
  • Agent briefly misidentified the router model as EA7500 before correcting to EA7300 (transcript [03:00]).
  • No step-by-step factory reset instructions were provided (e.g., hold reset button 10-20 seconds until LED changes). KB reference: `universal_factory_reset.md` specifies reset procedure for EA Series.
  • No verification of modem functionality or direct connection test was suggested. KB reference: `universal_isp_modem_diagnostics.md` recommends testing modem directly.
  • No serial number, warranty status, or case number was collected or referenced.
  • Agent directed customer to the correct local web interface URL (http://192.168.1.1) for EA7300 (aligned with KB).
  • Customer expressed concern about resetting a rental device; agent acknowledged but did not explore alternative troubleshooting (e.g., checking ISP settings without reset).
Positive Highlights
  • Correctly identified that the router is not communicating with the modem, indicating a WAN setup issue (aligned with KB).
  • Recommended a factory reset as a logical troubleshooting step for WAN communication failure (aligned with KB).
  • Directed the customer to the correct local web interface URL: http://192.168.1.1 (valid for EA7300 per KB).
  • Acknowledged customer's concern about resetting a rental device and confirmed setup can be done independently.
  • Provided a clear next step (factory reset and re-setup) that aligns with KB guidance for unresolved WAN issues.
Agent Errors / Gaps
  • Incorrectly stated the router model as EA7500 before correcting (transcript [03:00]).
  • Failed to provide specific factory reset procedure (e.g., hold reset button 10-20 seconds). KB reference: `universal_factory_reset.md`.
  • Did not guide customer to test modem directly (e.g., connect PC to modem via Ethernet). KB reference: `universal_isp_modem_diagnostics.md`.
  • Did not collect serial number or create/reference a support case.
  • Did not verify outcome or confirm customer could access http://192.168.1.1.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested factory reset but never confirmed router was back online or internet restored; customer ended call without verification.
R2 Not Met Diagnostic thoroughness conf 97%
Only a single recommendation (factory reset) given; no step-by-step troubleshooting (checking LEDs, WAN status, direct modem test, etc.) performed.
R3 Partially Met Correct resolution path conf 93%
Agent chose factory reset as path but misidentified model (EA7300 → EA7500), undermining recommendation; path incomplete without confirmation.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause; only symptom noted was 'no internet' — no questions about router LEDs, modem status, or network topology.
T2 Not Met Appropriate tools / resources used conf 95%
Did not guide customer to access router UI (192.168.1.1) to check WAN status or firmware — a basic, appropriate diagnostic step per KB.
T3 Partially Met No misinformation conf 94%
Factory reset advice technically sound, but agent incorrectly referred to EA7300 as EA7500 during call, showing inaccurate product knowledge.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and asked for model, but long silences, no clear agenda set, and call ended abruptly without confirming next steps.
C2 Partially Met Confirmed understanding conf 89%
Language was simple, but agent did not verify customer’s understanding or adjust explanations after customer expressed uncertainty about resetting a non-owned device.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent handed responsibility to customer (‘you can figure it out’) and did not take ownership of completing setup or confirming resolution.
O2 Not Met Proactive follow-through conf 96%
No concrete next-step timeline or follow-up commitment given; agent only suggested reset and left customer to act on their own.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on information provided.
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 94%
Agent offered no empathy statements despite customer’s frustration about vacation-home outage.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone or pacing to customer’s uncertainty; conversation remained flat and procedural.
X3 Not Met Overall experience conf 93%
Customer left to repeat information and perform entire reset/setup on their own; agent did not take actions to reduce effort.
Call Transcript12 turns · 12 lines
Speaker 1
and still don't have an internet connection. I just didn't know if there was an outage or just trying to get it back up because we're in our vacation home right now and we
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. Hi, thank you for calling LinkSys. My name is Van. And I'll help you today. Mhm.
00:00
Speaker 1
Get it back up, what do you online so I just check to see if it was an internet internet outage, but it doesn't seem to be it's going to be There's a model number on this thing. E N 251. Yep, does that sound right? Yeah, it uh, it says E N 2251. Um.
01:00
Speaker 2
Sure. What's the model of your router? The model of the router is an E and 2, 2, 5, 1. Can you double check at the back or at the bottom of the router? Does it say E N 2251?
01:00
Speaker 1
Would you like a serial number? Modem? Yeah, sorry. Let me grab this and see. Model number is E A7 300. Sorry about that. Yep. Right. I, I am, I unplugged it for 60 seconds and plugged it back in, but I've tried it on my phone. I've tried it on a laptop. Um, tried it on a smart TV. Like, they'll connect fine. Like, they'll actually, they'll bind to the internet name itself, but they can't get onto the internet. It just says no internet connection, but
02:00
Speaker 2
You might be referring you might be referring to your modem. Yes. You are. Hmm. EA7300. You mentioned that you tried testing to see the modem is providing any internet as well. When you tested it out? Were you using a laptop or computer?
02:00
Speaker 1
Austin Powell. Okay. [silence] The only thing is, we're at a vacation home and it's a rental, so the...
03:00
Speaker 2
and may I know to whom am I currently speaking with. Thank you so much. So, in terms of the current issue, Austin, for your Linksys router, you might need to consider doing a complete factory reset. Since currently, it's not communicating with the internet connection coming from your modem and set it back up from scratch, treating it like it's your first time setting up the router all over again. It needs to be factory reset so that it can re-communicate with the modem or the internet line. Otherwise, if it still would not reconnect, it may possibly be a modem issue at this point. However, before any further troubleshooting may also start, for your Linksys router, the EA7500. Uh, I'm sorry.
03:00
Speaker 1
The uh Wi-Fi and stuff isn't ours, that's the only thing, I don't, I don't know if I want to reset something that is not ours. Okay. [silence] But it I, it can st-, but it can still be set up, right? Okay. Um, how how easy is the set up? Do I have to call y'all to do the set up again?
04:00
Speaker 2
I see. [silence]
04:00
Speaker 1
Okay. I think I can figure it out. Um, can I, I can go on my PC and then log into the router's, um, internet, um, internet web page and then once I get it set up I can change the SSID and password to what it was beforehand, correct? Okay. Yeah, okay, yeah, I'll probably just end up doing that. I just didn't know, like I said, if there is an outage or anything I wasn't aware of, but you've been a lot of help, so. I don't believe so. All righty. Okay, take care. Um.
05:00
Speaker 2
to troubleshooting. It is fairly simple, since this is an EA-7300 model. The bare minimum requirement is either a laptop or computer to troubleshoot the router. Yes, that's correct. All right. Is there anything else? I see. So, once again, thank you so much for calling Linksys as well. Take care and have a great day.
05:00