V2 Rubric Detail — e4f65d82-68e8-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 18:34
Duration
8m 4s
Contact
Dennis Noe
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133460
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp3.21/5
Overall28.0% (-16.0)

V2 Grader Summary

The agent accurately identified the EA6350 as end-of-life but failed to conduct any troubleshooting or provide best-effort support. Despite the router being out of warranty, no diagnostic steps were taken, leaving the customer's connectivity issue unresolved. The interaction lacked ownership, clear next steps, and meaningful empathy, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer reports intermittent Wi-Fi drops and camera disconnections on EA6350. Agent confirmed device is legacy and unsupported, advised replacement. No troubleshooting performed per KB guidelines.

Troubleshooting Steps
  • Collected customer contact information
  • Identified router model and serial number
  • Checked internal system for support status of the model
Key Observations
  • Agent did not perform any standard Wi-Fi troubleshooting (e.g., checking auto-update, channel settings, reboot sequence, or LED status) despite customer having already rebooted and reset the device.
  • Agent prematurely concluded the device was unsupported without verifying firmware update status or offering paid support.
  • Communication was unclear and lacked empathy; agent misheard customer's name and email multiple times, failed to confirm understanding of the issue, and did not structure the call with clear next steps.
  • Call ended without providing any self-help resources (e.g., KB articles, email follow-up) or escalation path, leaving the customer with no actionable steps beyond purchasing new hardware.
Positive Highlights
  • Accurately identified the router model (EA6350) from the serial number.
  • Correctly recognized that older EA series routers may have limited support compared to current models.
  • Maintained a polite tone and closed the call professionally.
Agent Errors / Gaps
  • Failed to follow the recommended troubleshooting flow for Wi-Fi connectivity issues as outlined in universal_wifi_drops_after_change.md and velop_wifi_connectivity.md.
  • Did not verify firmware version or auto-update settings before declaring the device unsupported.
  • Did not offer a paid-support option when appropriate for an out-of-warranty device, violating support path management protocol.
  • Did not provide any self-help resources (e.g., KB articles, email instructions) after declining to troubleshoot, resulting in no operational closure path.
  • Misheard and incorrectly repeated customer's name and email, indicating poor listening and note-taking discipline.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent advised replacement but did not resolve the connectivity issue or provide any troubleshooting steps; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed — agent did not check WAN status, firmware version, or configuration despite customer reporting instability and failed camera connections.
R3 Not Met Correct resolution path conf 96%
Agent cited end-of-life status to justify no support, failing to provide best-effort troubleshooting (e.g., factory reset, settings review) expected for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask relevant diagnostic questions about symptoms, timing, or scope; skipped logical process and jumped to product age as root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not direct customer to access router UI, run speed tests, or check logs, despite clear need to verify WAN and WiFi settings.
T3 Met No misinformation conf 99%
Correctly stated that EA6350 is end-of-life and no longer receives firmware updates, consistent with Linksys product lifecycle policy.
Communication
C1 Partially Met Clear & professional language conf 92%
Collected customer info but failed to set expectations, outline a plan, or maintain control of the interaction’s direction.
C2 Met Confirmed understanding conf 94%
Used clear, non-technical language, spelled out email phonetically, and confirmed understanding — adapted communication to customer level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Did not take ownership — closed call without attempting resolution, offering only a callback and product upgrade suggestion.
O2 Not Met Proactive follow-through conf 96%
Provided no specific next steps, timeline, or follow-up; customer left without actionable guidance beyond buying new hardware.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope but not pursued.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Remained polite but did not acknowledge customer frustration with unstable connection or repeated reboots; minimal empathy shown.
X2 Met Tone & rapport conf 93%
Matched customer’s pace, repeated information for clarity, and used respectful tone throughout the interaction.
X3 Partially Met Overall experience conf 89%
Required customer to repeat email and serial number; did not reduce effort by using available self-help tools or guiding to diagnostics.
Call Transcript14 turns · 15 lines
Speaker 1
Yes, I was just, um, you know, it's probably an easy fix, I'm not very familiar, but it's my internet router.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting Register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? Um,
00:00
Speaker 1
It's just telling me, um, it's going in and out a lot lately, but it's telling me that it's unstable, and it won't connect to any of my cameras right now. I've rebooted it, I've reset it, done all that. And it's fiber internet. Yes, yeah, it's fiber, and um, the internet speed's great as far as when I'm directly into the internet, but over the router, router's not sending out a signal. I'm wondering if it's - it just need to be a firmware update or something. It's an old router. I have yeah, I left it unplugged for about 30 minutes, which I know is overkill, but yeah. And then I've not reset it reset it. But I can do that too, I guess. [silence] I did let
01:00
Speaker 2
So you means your you're having a dropping internet connection is, Okay, so you have already tried, like, restarting and resetting the router, right? As you've mentioned. Let me
01:00
Speaker 1
Sure. I got you. It's Jenna Snowy_NOE. Yes. And my last name is Noe. Yeah. It's sport Baike S-P-O-R-T-B-I-K-E. N-O-E. Yeah, that's what I was doing. S-P-O-R-T-B-I-K-E-N-O-E.
02:00
Speaker 2
It's dennis. Denus Nowey. okay got it sir and how about your email address. I'm sorry sir. Can you spell it out phonetically.
02:00
Speaker 1
And the number eight. And the number two. bike Dike. D I K E. And then my last name. Okay. It's okay. Yep. Sport bike 82. Number eight, number two. Yes. [silence] at Yahoo.
03:00
Speaker 2
I'm sorry. What's after sports? I mean sport? Oh, sorry, sir. Let me just... Um, turn my... My volume up right. Um, sorry. That's uh, your email address or is it sports? I mean sport. Theme sport. Pike 82. Alright.
03:00
Speaker 1
the only thing wrong is the P it's B as in Romeo
04:00
Speaker 2
me just okay let me just spell it out to make sure you're got it right sir uh it's S for Sierra P for Papa O for Oscar R for Romeo T for Tango P for Papa I for India K for kilo E for echo eight two at yahoo.com oh sport bike okay all right sir thank you so much for that one and uh let me also verify your phone number it's eight six five two four zero one eight six two got it sir now can you provide me the model number and the serial number of your links to his router
04:00
Speaker 1
Got the serial number and stuff. I don't have the thank you. I know it's a link. Go ahead. Give me the serial number. One four why is in Yankee. Two one J 0 8 six 1-5-914. Yes, and I guess that's a zero and not an O. I don't think it's O, was in Oscar after the J. I thought so.
05:00
Speaker 2
Okay, sir. Yes, sir. Uh huh. Uh huh. Uh huh. Uh huh. All right. Let me just repeat that one, sir. It's 14Y for for Yankee, 21J for Juliet 08615914. Yeah. It's actually zero zero, sir. So anyway, but it's 50, how's it going? Uh huh. I've checked here and it shows that you got an EA 6350 Linksys device. So, that's the model of your router. Okay, so, by the way, sir, many also know who's their internet service provider? Oh, KAV. Okay, gotcha, sir. All right, Um, so, here's the thing, um, uh, sir Dennis, uh, the link is device that you have right now is actually one of our legacy routers. It's technically, uh, one of our first router. And, um, yeah, just to set your, uh, I see. Oh, okay.
05:00
Speaker 1
[silence]
07:00
Speaker 2
Yes, sir. Cause technically this router is already part of our end of life and end of support products. So we no longer manufacturer this router and we have already stopped providing support for this specific model. Yes, sir. So I would suggest upgrading to a new router that would be uh that would be able to keep up with the upgrades coming from the internet service provider. Yes, sir. I guess we no longer update its firmware as well. Yes, sir. You're very much welcome, sir. And thank you so much as well for calling linksys. If you need further assistance just don't hesitate to give us a callback. All right, sir. Have a great day. Take care. Bye for now.
07:00