V2 Rubric Detail — dadad312-7f92-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 14:46
Duration
10m 26s
Contact
260-417-6324
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#EOS00137078
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall33.1% (-22.9)

V2 Grader Summary

The agent correctly identified the EA7200 as end-of-support but performed no troubleshooting, asked no diagnostic questions, used no tools, and failed to resolve the Roku connectivity issue. While technically accurate about product status, the agent avoided substantive assistance, increased customer effort through repetition, and provided only a generic guide without confirmation of delivery or follow-up.

V1 Case Analysis

Customer unable to connect Roku TV to EA7200 router; other devices connect. Agent identified model, declared it end-of-support, and promised to email a generic troubleshooting guide. No live troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the router model (EA7200) and serial number (32X100C8A906684) from customer input at [02:00] and [01:00].
  • Agent declared the device 'end of support' at [07:00] without confirming warranty status via lookup but based on known support policy for older EA series models.
  • No actual troubleshooting was performed — no verification of Wi-Fi password, SSID, Roku settings, or router LED status.
  • Agent offered to email a generic guide but did not cite a KB article, provide a direct link, or walk through any steps during the call.
  • Agent did not create or reference a case number, nor confirm the guide was sent before ending the call.
Positive Highlights
  • Correctly identified the customer's router model (EA7200) and serial number (32X100C8A906684) from spoken input at [02:00] and [01:00].
  • Accurately stated that EA7200 is an end-of-support product, consistent with Linksys support policy for older EA series devices.
  • Offered to send a written troubleshooting guide to the customer’s email address, providing a self-help path for an out-of-warranty device.
Agent Errors / Gaps
  • Failure to perform basic Wi-Fi connectivity troubleshooting (e.g., verify SSID/password, check Roku network settings, confirm router LED status) despite the issue being isolated to one device.
  • Did not confirm or verify warranty status through a system lookup; relied solely on product knowledge to declare end-of-support without documented verification.
  • Did not provide any immediate self-help resources during the call (e.g., KB article links, access URLs like http://192.168.1.1, or Roku-specific guidance from adjacent_streaming_devices.md).
  • Closed the call without confirming the troubleshooting guide was sent or whether the customer could act on it independently.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the Roku connectivity issue; only offered to email a generic guide without confirming resolution or performing any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed; agent immediately cited end-of-support status and offered a guide instead of diagnosing the issue.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified EA7200 as end-of-support and suggested upgrade path, but failed to provide best-effort troubleshooting for OOW device despite customer need and working history.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask any diagnostic questions about Roku signal, password, network configuration, or router settings; skipped root cause analysis entirely.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (router admin UI, logs, speed test, etc.) were used or referenced; relied solely on verbal description and end-of-support status to avoid investigation.
T3 Met No misinformation conf 90%
Agent correctly stated EA7200 is an end-of-support device; no technically inaccurate information was provided.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced themselves and maintained basic flow but used excessive filler ('uh-huh', 'anyways') and lost direction; did not set clear agenda or maintain control.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but failed to confirm understanding or adapt to customer’s confusion about router obsolescence; no comprehension checks were made.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent took initial ownership by collecting info and promising a guide, but avoided deeper engagement and did not follow through beyond sending materials.
O2 Partially Met Proactive follow-through conf 80%
Promised to send a step-by-step guide but gave no timeline or confirmation of delivery; no explicit follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history existed to maintain continuity or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and none was warranted; issue was within L1 scope but agent chose not to troubleshoot.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged customer’s presence and thanked them repeatedly, but showed no specific empathy for frustration or repeated effort.
X2 Partially Met Tone & rapport conf 80%
Maintained polite tone but used repetitive, scripted responses; did not adjust pace or style to customer’s emotional state.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number and email multiple times; agent failed to use collected data efficiently, increasing customer effort.
Call Transcript22 turns · 22 lines
Speaker 1
Yes, our internet. Hello. yes, can you Hear me? now? Hello, we are trying to connect the internet to our Roku TV. um, it's worked in the past. Um, it seems like the internet is working from our other devices, like our phones, but it will not connect to the TV. Um, so we need some help to get that done. Please.
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. Hi. Thank you for calling Linksys. This is G. How can I help you today? Hello? Yes. Hello, ma'am. Um, um, hello? Yes, ma'am. No worries. Uh
00:00
Speaker 1
Yes. Let me grab that really quickly. the, let's see, serial number is going to be 3 2 X, 1 0 0 C as in cat. 8 A as in apple 9 06 6 8 4. 3 2 X, 1 0 C as in cat. 6 A as in apple 9 0668 4. Thank you. [silence]
01:00
Speaker 2
I have this real number for you. Let's better please. I'm sorry, can you repeat that one, ma'am? X. okay, got it. let me just talk on the exact device first, okay? okay. now the person on the right channel says that they have your phone number and they first state that they heard successfully.
01:00
Speaker 1
the model number, let's see where, I'm trying to find it, where it would be for I'm looking at the box right now. yes, model number is EA 7200.
02:00
Speaker 2
Do you have the model number man? Uh?
02:00
Speaker 1
correct EA 7 2 0 0 series uh yes connecting to our phones but it will not uh-huh oh yes it connects to our phones but it's not wanting to connect to our Roku on the TV [silence]
03:00
Speaker 2
OK, I was not able to pull up any information on the unit, ma'am, but just to confirm, this is an EA series, right? 7200 series. OK, and what you wanted to do is set this one up again, right? Mhm. OK. Yeah, while we wait, I'm sorry, ma'am, go ahead. Go back into the phone's bud. OK. Let me just check. Roku, was that working fine before or is this that's the first time that you're using it with this router? [ silence ]
03:00
Speaker 1
It was for a working fine before like last week and now it's not. So it has worked in the past. And then we have links uh this on our phone and it has a exclamation point by the router um saying that something's wrong with it. And that's an app on our phone. Uh 2604176324. And that's different than the the number on the account in case you all needed to use the app on that phone and everything. Uh Peter Cromberg is the account.
04:00
Speaker 2
I see. Ma'am, while we wait for this, before we proceed, may I have your phone number first, just in case you get disconnected? That's okay, Ma'am. And how about your first and last name? Can you spell the last name please? Silence.
04:00
Speaker 1
Kronberg. yes. he doesn't have an email address. I can give you mine, but he doesn't have one on file. yes. my mine is going to be L.F.E.L.I.N.E.L.M. the number three at gmail.com. yes. L.F.E.L.I.N.E.L.M.3 at gmail.com. M.m like laws.
05:00
Speaker 2
Kronberg. How about your email address ma'am? No email address? Okay. Yes, yes, that's okay ma'am. Can I have your evil address instead? I'm sorry, can you repeat that one please? So life lying
05:00
Speaker 1
and Monday. The number three at gmail.com. gmail.com. Yes, ma'am. Uh, no. Um, we have a mobile data, maybe. I know the internet shows it's on his phone and coming up on his phone. We do have something called Aris surfboard as well that the link C router is connected into. I don't know if that helps. And that's a model S V 6 1 90. It's like I said, Aris surfboard. and
06:00
Speaker 2
L.M.? Uh-huh. Uh-huh. Uh-huh. At gmail.com. Okay. And yes, ma'am, I was able to check here. This device you have, ma'am, is already part of our uh end of support devices. So, do you have other source of internet, ma'am, aside from this router? Uh-huh. Uh-huh. [silence] How about uh mobile data? [silence] Uh-huh.
06:00
Speaker 1
[silence] Are you saying, so, are you saying that router won't work anymore? It's outdated or what are you saying? Okay.
07:00
Speaker 2
That's your main source, O your internet, ma'am. Anyways, ma'am, yes, I've mentioned, um this is already part of of our end of support devices, which means I can no longer assist you with this with this router because we are already not trained for this. Uh the thing or the only thing that I can do right now is send you the guide. That's the reason, ma'am, why I'm asking if we can provide just the guide or um that it's actually outdated, ma'am, but it doesn't mean that it's not working anymore. You can try to do some troubleshooting, especially reset other configuration. And if if in the case the router will still not work, then yes, you can uh
07:00
Speaker 1
Can you, yeah, can you replace it so it's updated? Okay. Okay. Will you send that to my email? Okay.
08:00
Speaker 2
unfortunately no ma'am cause we don't actually sell devices right now uh anyways how about this I will send you the guide ma'am on how you can do the troubleshooting like the step by step guide on how you can reset and reconfigure uh the device okay and okay okay I will send you the full step by step guide ma'am for the troubleshooting on this type of router uh
08:00
Speaker 1
okay. how much is the upgrade? okay. do we have to get that through you all, or can we just go like to a store and get that or how would we do that? okay. okay, that sounds good. okay, but you're going to send, email me the guide to troubleshoot. [silence]
09:00
Speaker 2
Okay, that's the least I can do right now as much as I wanted to help you with this, ma'am, but we are already not trained for this router. Anyways, it will be better if you can if you can also do an upgrade. Even just one router, maam, for you to have better internet connection. um, it depends on the unit, am, It depends on what time of router you. You can you can just go to a store, man, Best Buy, Amazon, um, Okay. Yes, ma'am. Yes. Yes. The full step-by-step guidance how I can get through the set up.
09:00
Speaker 1
and get you out of this lease. Okay. Perfect. Okay. Okay. That's that sounds wonderful. Uh-huh. Thank you. You have a blessed day, ma'am. Uh-huh. Thank you. Thank you. Uh-huh. Uh-huh. Bye-bye. Okay. Thank you. I appreciate that. We'll open that and try that. Thank you. Uh-huh. Thank you. Thank you. Bye-bye.
10:00
Speaker 2
uh the setup or the reconfiguration okay thank you so much for your time man yes you're welcome thank you ma'am have a good day please ace a I just sent you one man thank you but okay thank you then so
10:00