V2 Rubric Detail — da9d3c80-69b9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 19:30
Duration
7m 43s
Contact
Vicky Hinton
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133651
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_No Internet Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoids troubleshooting by falsely claiming the device is EOS and cannot be supported, directing the customer to buy a new router instead of providing legitimate assistance or escalation.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly declared the device end-of-support without verification, provided inaccurate information including a misspelled URL, and avoided ownership by suggesting a new router purchase. No escalation was made despite inability to resolve, resulting in a complete failure to address the customer's issue.

V1 Case Analysis

Customer reports no internet on laptop via EA7500 router (serial 14Y430J01A02). Agent incorrectly stated device is EOS and unsupported. No troubleshooting performed. Advised replacement.

Troubleshooting Steps
  • Collected serial number and contact information
  • Asked about device type and whether phone had internet
Key Observations
  • Agent incorrectly stated EA7500 is an EOS device (transcript [06:00]), contradicting KB which confirms EA Series routers are supported with available firmware updates.
  • No basic troubleshooting steps were performed (e.g., power cycle, LED status check, WAN connection verification).
  • Agent advised hardware replacement without attempting any diagnostic steps or providing valid self-help resources.
  • Used unprofessional language ('honey') and provided a misspelled/generical support link (support.linkzys.com).
Positive Highlights
  • Collected customer's name, phone number, email, and serial number accurately.
  • Confirmed the router model as EA7500 based on serial number and customer input.
Agent Errors / Gaps
  • Incorrectly claimed EA7500 router is an EOS device no longer supported, contradicting KB documentation.
  • Failed to perform standard troubleshooting steps for no-internet issues (power cycle, LED check, WAN verification).
  • Did not guide customer to access router settings via http://192.168.1.1 or http://myrouter.local for diagnosis.
  • Advised hardware replacement without justification, which is not a valid resolution path for in-warranty devices.
  • Used unprofessional language ('honey') and provided an incorrect support URL (support.linkzys.com).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent states the router cannot be reconfigured due to EOS status and suggests buying a new router without restoring connectivity or confirming the issue.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps performed (e.g., checking LED status, power cycling, verifying WAN connection); agent jumps directly to EOS declaration.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly identifies device as EA7500 without confirmation and declares it EOS without checking warranty status or attempting any troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to ask relevant diagnostic questions (e.g., router lights, other connected devices, recent changes) and does not identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote diagnostics, firmware check, WAN test); agent relies solely on unverified assumptions about device model and support status.
T3 Not Met No misinformation conf 90%
Agent provides incorrect information: misspells 'support.linksys.com' as 'support.linkzys.com' and falsely claims the EA6350 cannot be reconfigured due to EOS.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacks structure or clear expectations; agent abruptly ends with product recommendation instead of managing resolution path.
C2 Not Met Confirmed understanding conf 95%
Agent uses technical terms like 'EOS' without explanation and does not adapt to customer's confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoids responsibility by declaring the device out of support and pushing customer toward purchase rather than owning the case.
O2 Not Met Proactive follow-through conf 90%
No specific next steps provided; only vague suggestions to visit Best Buy or check an AI tool without timelines or ownership.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Agent fails to escalate despite being unable to resolve the issue and lacking authority to assist 'EOS' devices, which warrants escalation.
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%
Agent shows no empathy for customer's frustration, remains transactional, and does not acknowledge difficulty or prior efforts.
X2 Not Met Tone & rapport conf 95%
Agent does not adjust tone or pacing to match customer’s apparent confusion and continues with scripted responses.
X3 Not Met Overall experience conf 95%
Customer is forced to consider purchasing new hardware instead of receiving help that reduces effort, such as basic troubleshooting.
Call Transcript16 turns · 16 lines
Speaker 1
dear God help me well I don't know but my computer says I can't get on the Internet through my router do what honey I have a phone
00:00
Speaker 2
Welcome to link sys support. For in warranty products, our support team is available to help with performance and hardware issues. Visit register.linksys.com to register your product. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device serial number and contact information ready. If unavailable, please call back later. For out of warranty products, paid support options may be available depending on the issue. Thank you for calling link sys support. This is Lila. [beep] how may I help you? Okay, how about your other wireless devices, ma'am? Do you have wireless devices like your phones?
00:00
Speaker 1
it's it's with spectrum my internet is with spectrum, but I've done call them and they can't do nothing because uh, I've got a links key and they said they can't yes Okay. The serial number is one for why as in yellow three zero Jay is in John Zero one A is in Apple, 02621 what? Go ahead.
01:00
Speaker 2
Okay. All right. So, you're having problem right now with the Internet connection. Let me ask the model number and serial number of your Linksys device. You can check that at the bottom of the device. Mhm. All right, let me check if I get the correct serial number. That is 14Y4 30 J01A02.
01:00
Speaker 1
Yes, ma'am. Okay. I don't see a model number. Uhm, how many letters, how many numbers does it have? I've got I've got a number down here, 253-373-41. Is that it? The what? Yes. It may be an E as in Edward, A as in apple-6350.
02:00
Speaker 2
No ma'am. Or how about try on top of the router? If you could see it on the top of the router. There's no model number. Mm-hmm. Mm-hmm. Mm-hmm. Okay. Thank you. Right. And internet provider... [silence]
02:00
Speaker 1
yes my phone number is eight six four eight six two five six five two five six nine nine first name is Vicki V-I-C-K-I last name Hinton H-I-N-T-O-N Eighteen Idle I-D-L-E Lane Fountain F-O-U-N-T-A-N oh my email address I'm sorry uh hinton 44 C four four five at gmail.com
03:00
Speaker 2
okay, again, um, Spectrum, right? okay, can you have also your phone number, Mum, to create a record? Uhuh. Uhuh. How about your first name and last name? okay, again, h-I. Um, okay, that's Hinted, right? How about your email address? Uh, no, ma'am. Um, sorry to interrupt, but your email address. Email? Yes.
03:00
Speaker 1
[silence]
04:00
Speaker 2
Okay. So let me check if I got it correctly. That's H-I-N-T-O-N and then C-445@gmail.com. Okay. And again, your problem right now is your computer. And that is a laptop, right? And um, right now there is no um internet connection. Okay. All right. And what did it um happen your, you lost internet connection ma'am. Okay. But you only have one computer right now. Clearly. Okay. And your phone is um connected using Spectrum? Wi-fi or is it through the um using the data?
04:00
Speaker 1
This is my cell phone. My cell phone's through Verizon and it works fine. I don't understand what you're saying, honey. Do I use my Wi-Fi on my cell phone? I don't use it on my cell phone. Call him from my landline now. And for my address, yes.
05:00
Speaker 2
This is a tech support representative. Okay, alright. But have you tried your cellphone? Do you have internet connection on your cellphone? Okay. So you're not using your phone for wireless. Your phone? Your are um Okay. Okay. By the way. But you are not using the Wi-Fi on your phone, correct? The Wi-Fi on your phone. Yes? Yes? Okay. All right, and you are calling from US, ma'am, right? Okay. Okay. I don't know your mom or with this router um might be the need to restart it again. A couple of times. You restart the router after 30 minutes of uh screen. After a few moments of uncertainty, she reaffirms: Yes. Okay. Sorry. [silence] So what? What's happening? [silence]
05:00
Speaker 1
Okay. And this is the first time this has happened? And what do I need to do? [silence]
06:00
Speaker 2
There are some settings on your router that is not communicating to Spectrum, okay. So you and that needs to be checked, okay. But before man, we is uh it might be there were updates on Spectrum side that needed also to be updated on your Lynx's router, okay. Okay, so man, um you need to like reconfigure the settings of your router, okay. But for this type of router, ma'am, um we cannot um like walk you through on how to reconfigure this router because this um router that you have, the EA7500, this router is one of our EOS devices that means and OBS support already. This will no longer provide any technical assistance, software update, or fixes, okay. [silence] and we'll [silence]
06:00
Speaker 1
So, do I have to get another router? I'll just get another router. If I get another router, it will work, right? And I can, I can get one at Best Buy? That's where I got this one. Okay, honey, thank you so much. You have a good day. Bye bye.
07:00
Speaker 2
your router um that is your option ma'am okay or you may try to um since you have internet on your your phone you may try to um check our AI tool on our website and that is support.linkzys.com um yes ma'am it's still also covered with a warranty um yes you may double check um you can check it at Best Buy if they're still available linkage um or you may try to check it at amazon all right bye bye bye thank you for calling liaison
07:00