V2 Rubric Detail — d5f3803c-7a43-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:38
Duration
7m 50s
Contact
Cheryl Shipliy
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136254
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.86/5
EscalationN/A
Customer Exp2.50/5
Overall27.6% (-28.4)

V2 Grader Summary

The agent provided materially incorrect technical information by claiming the EA7300 is end-of-life and unsupported, which is contradicted by the firmware update KB. No diagnostic troubleshooting was performed, and the agent failed to guide the customer to the local admin interface to resolve the factory reset state.

V1 Case Analysis

Customer reported loss of internet after power outage; EA7300 router appears factory reset (SSID reverted to default). Agent incorrectly claimed device is end-of-life and unsupported. No troubleshooting performed. Agent offered to email setup instructions and provided ticket number EOS00136254. Issue unresolved.

Troubleshooting Steps
  • Collected model number (EA7300) and serial number (19T100S0A628218).
  • Confirmed customer's name (Cheryl Shipley) and email address (c.shipley22@earthlink.net).
  • Incorrectly informed customer the router is end-of-life and unsupported.
Key Observations
  • Agent incorrectly claimed the EA7300 is end-of-life and unsupported (transcript [04:00]). Per KB, EA series routers are legacy but still supported for basic troubleshooting (universal_factory_reset.md, universal_legacy_device_wifi.md).
  • No basic troubleshooting (e.g., power cycle, WAN status, web UI access) was performed despite clear symptoms of a reset router.
  • Ticket number provided was verbally unclear but reconstructable as EOS00136254.
  • Agent failed to verify internet connection or router status before declaring device unsupported.
  • Customer's issue is common and resolvable per KB, but agent defaulted to self-help without attempt.
Positive Highlights
  • Collected model number, serial number, customer name, and email address (PROTOCOL compliance).
  • Offered a self-help path via email, preventing complete abandonment of the customer.
  • Provided a ticket number (EOS00136254) for future reference, aiding case continuity.
  • Maintained polite and professional tone throughout the call (COMMUNICATION).
Agent Errors / Gaps
  • Incorrectly stated the EA7300 is end-of-life and unsupported (ACCURACY failure; per KB, EA series is legacy but still supported for basic troubleshooting).
  • Failed to perform basic troubleshooting steps for a reset router (e.g., power cycle, check WAN status, access web UI at http://192.168.1.1) (PROTOCOL/ACCURACY).
  • Did not guide customer to verify if internet is working via direct modem connection (standard Step 1 in universal_speed_below_plan.md).
  • Did not instruct customer to access router web interface to reconfigure WiFi and internet settings (standard procedure for reset routers per universal_factory_reset.md).
  • Provided no actionable technical steps during the call, only a promise of future email (EFFICIENCY/RESOLUTION).
  • Mispronounced 'Linksys' as 'Linksus' and 'support.Linksus.com' — treated as ASR/accent artifact but reflects potential brand confusion (ACCURACY risk).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome beyond promising an email; connectivity was not restored.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted—agent skipped checking lights, admin interface, or performing basic steps like accessing 192.168.1.1 despite clear symptoms.
R3 Not Met Correct resolution path conf 96%
EA7300 is not end-of-life; agent incorrectly denied support and failed to offer even basic best-effort troubleshooting for an in-warranty-capable device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms or ask diagnostic questions; jumped straight to declaring EOL status without analyzing the customer's report of a factory reset.
T2 Not Met Appropriate tools / resources used conf 94%
Agent failed to use or guide the customer to the local admin interface (http://192.168.1.1 or http://myrouter.local), which is the primary method for configuring a reset router per universal_factory_reset.md.
T3 Not Met No misinformation conf 97%
Agent falsely claimed the EA7300 is 'end of life and end of support' and has 'no updated firmware.' This is contradicted by universal_firmware_update.md, which explicitly lists the EA series as using the Linksys Smart WiFi interface for firmware updates.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and collected info but failed to set expectations or guide the interaction toward resolution.
C2 Met Confirmed understanding conf 92%
Agent used clear, simple language, confirmed email address verbally, and maintained respectful tone throughout.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicated responsibility by deferring to an email instead of attempting on-call resolution, showing lack of ownership.
O2 Met Proactive follow-through conf 93%
Agent provided a clear next step (email within 3–5 minutes) and issued a ticket number for follow-up.
O3 Met Closure confirmation conf 91%
Agent recorded customer name, email, model, and serial number without re-asking, maintaining basic continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted—the issue was within L1 scope but mishandled.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but did not acknowledge customer frustration due to outage or reset—empathy was generic, not specific.
X2 Met Tone & rapport conf 91%
Agent matched customer’s pace, used their name, and kept engagement steady despite pauses.
X3 Not Met Overall experience conf 94%
Customer had to repeat email address; agent did not use known data (e.g., model number) to streamline assistance.
Call Transcript16 turns · 16 lines
Speaker 1
Yeah. I need some help with my wireless router. I had a power outage and now I can't get back on the Internet. My Internet provider says that it seems like the Linksys unit has done a factory reset. So they told me to call you for help. [silence]
00:00
Speaker 2
Welcome to Linksus 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.Linksus.com for more information about your product. Hello. [silence] Thank you for calling Linksys technical support. This is charm. How can I assist you with the day?
00:00
Speaker 1
It's model number E A7300. Serial number, what? I'm sorry? Okay. 19 T like Tom, 100 S like Sam, 0 A like Apple, 628218. It's OEC Electric. Yes.
01:00
Speaker 2
and let me see if I can serve this in Seren. And I do apologize for the record from your answer. Can you please provide the model number and the serial number of your link systems router? Are Yes, go ahead. Got it. And may I know who is your internet service provider, ma'am? I see. And is it your first time calling Linksys?
01:00
Speaker 1
Yeah, it's Cheryl, C-H-E-R-Y-L, last name Shipley, S-H-I-P-L-E-Y, email address, C-H-E-R-Y-L 22 at earthlink.net. So, it should be c.shipley22 at earthlink.net. Yeah.
02:00
Speaker 2
All right. I need to gather some information here, ma'am, for me to create a quick record for you. Can you provide your first and last name and also your email address? All right. All right. So it's your first and last name 22@earthlink.net. Got it. Thank you so much for providing.
02:00
Speaker 1
They didn't do anything with me. I've I've unplugged it and plugged it back in, but that's all I've done. And it it used to be called um it's showing up like when I search for networks, it's showing up, but not under the name that it that I named it. Now it's like it's defaulted to uh the Lynksis 28218.
03:00
Speaker 2
Give me all this information and then the new text is here. What troubleshooting have you done so far with your router?
03:00
Speaker 1
All right, hang on just a minute because I have a new router, so I want to know if you provide technical support for it. [silence]
04:00
Speaker 2
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 we don't manufacture the device anymore. So, what I can highly suggest to you is for you to purchase a latest router. Since this router that you have, ma'am, is not secured anymore and because of no updated firmware and also, if you still want to use this router, since your router was already reset, what I can do here is I can send you an email instead on how to troubleshoot it yourself. You may follow the instructions.
04:00
Speaker 1
All right. Hang on just a sec, but I'm just trying to find it. [silence] Unbelievable. [silence] All right. I can't find it. So, did you say you're going to send me an email for that might help me with the other one?
05:00
Speaker 2
All right. Yes, I can... I can send you an email then on how to reset and then set it up again, this router that you have. And in case you have the latest router that you mentioned, you can contact us back so that we can check if that router is still... that we can still support that router and help you out or walk you through on how to set it up.
05:00
Speaker 1
appreciate it so are you going to send that over now or all right and you have the email address is C Shipley 22 at Earthlink.net Earthlink.net that's it that's it okay
06:00
Speaker 2
All right. I'm expecting an email from you, ma'am, within three to five minutes after we end the call. Yeah, it's C Shipley, 22 at or I think that's that. All right. So it's just it's just the first initial of your name and then the last name 22 at earthlink.net is correct? All right. Okay, please bear with me one moment here. And also, ma'am, I could provide you a ticket number just in case you will contact us back. Um with regards that you found the new router that you mentioned, you can just provide the ticket number.
06:00
Speaker 1
I do. Uh-huh. M is the, after the E, is the O. Is that an O or a zero? Okay. Alrighty, got it. Alrighty, thank you. Okay. All right. Thanks. Bye bye.
07:00
Speaker 2
Paper handy so that I get, provided to you. All right, are you ready? All right. So the ticket number, ma'am, is E as in echo. O as in Oscar. S as in, oh, Sarah. 001, 362, 54. O, ma'am. always and Oscar. All right. Thank you so much also, for contacting links. By for now.
07:00