V2 Rubric Detail — f06f1854-7b29-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 00:05
Duration
22m 45s
Contact
Henry Owen
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00136464
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA9200_Unable to go online

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication0.00/5
Ownership4.00/5
EscalationN/A
Customer Exp2.14/5
Overall45.2% (-10.8)

V2 Grader Summary

The agent correctly identified the EA9200 as end-of-support and provided accurate basic info, but failed to use essential diagnostic tools (router admin page) and abandoned troubleshooting when the customer lacked an Ethernet port. Communication was poor with long silences and off-topic remarks, and the issue remained unresolved despite partial progress and ownership. No critical failures (e.g., abandonment, discourtesy) occurred to trigger auto-zero.

V1 Case Analysis

EA9200 router not connecting to internet after new modem installation. Agent provided incorrect URL, skipped key troubleshooting steps, and did not adapt to customer's lack of Ethernet. Recommended router upgrade. No resolution achieved.

Troubleshooting Steps
  • Asked to test internet by connecting a computer directly to the modem (unable due to lack of Ethernet).
  • Suggested power-cycle of modem and router.
  • Advised a factory reset of the router.
  • Explained LED indicators and WPS button.
Key Observations
  • Agent did not verify WAN connectivity via the router's admin page (http://192.168.1.1 or http://myrouter.local) or check for a valid IP address, which is critical for EA Series routers (per ea_series_password_login.md).
  • Customer lacked Ethernet capability, but agent did not adapt troubleshooting (e.g., suggest using a USB-to-Ethernet adapter or checking router status via WiFi).
  • Agent provided an incorrect support URL (http://mediagolink.com/linksxp), which is not a Linksys domain and poses a security risk.
  • Agent did not check if the ISP (Xfinity) requires PPPoE, VLAN tagging, or MAC cloning, which is common after modem replacement (per universal_isp_modem_diagnostics.md).
  • Agent suggested upgrading the router without confirming a configuration or hardware fault, which is premature.
  • Agent misidentified a side button as 'power line,' indicating confusion about the device's physical layout.
Positive Highlights
  • Collected customer name, email, model, and serial number at [06:00]–[07:00].
  • Expressed empathy about the lightning strike and the situation at [04:00] and [21:00].
  • Offered to send a self-help guide via email at [10:00] and [22:00].
  • Explained the purpose of the WPS button correctly at [16:00].
  • Correctly identified that the EA9200 is end-of-support and no longer receives firmware updates at [09:00].
Agent Errors / Gaps
  • Provided an incorrect support URL (http://mediagolink.com/linksxp) at [16:00], which is not a valid Linksys domain and contradicts the KB (universal_support_contacts.md).
  • Skipped essential troubleshooting steps: checking router admin page (http://192.168.1.1 or http://myrouter.local) for WAN status/IP verification, and verifying ISP credentials (PPPoE/VLAN), per universal_isp_modem_diagnostics.md and ea_series_password_login.md.
  • Did not adapt troubleshooting to the customer's lack of Ethernet port — should have suggested alternative methods (e.g., USB-to-Ethernet adapter, checking router status via WiFi).
  • Suggested hardware upgrade before confirming a fault — premature without ruling out configuration issues (per universal_speed_below_plan.md and universal_isp_modem_diagnostics.md).
  • Failed to check if the ISP (Xfinity) requires PPPoE, VLAN tagging, or MAC cloning after modem replacement, which is a common requirement (per universal_isp_modem_diagnostics.md).
  • Did not guide the customer to access the router's web interface (http://192.168.1.1 or http://myrouter.local) to verify WAN status — a critical step for EA Series routers (per ea_series_password_login.md).
  • Misidentified a side button as 'power line' at [17:00]–[19:00], contradicting the device's physical layout (EA9200 has WPS and reset buttons, not a 'power line' button).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never got the router online; only offered a reset and suggested buying a new device without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about modem lights and suggested a direct test, but abandoned troubleshooting when customer lacked Ethernet port; did not pursue alternative diagnostics (e.g., checking router admin page).
R3 Met Correct resolution path conf 95%
Agent correctly identified EA9200 as end-of-support, explained limited options, and offered best-effort troubleshooting (self-help guide) and upgrade path, aligning with OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (no internet) and asked about modem status, but failed to ask about WAN connection, DHCP, or perform basic router-side checks; root cause not determined.
T2 Not Met Appropriate tools / resources used conf 90%
Agent skipped essential tools: never directed customer to access http://192.168.1.1 or http://myrouter.local to check WAN status, which is the primary diagnostic step for 'Disconnected' WAN status per KB, and is possible via Wi-Fi.
T3 Met No misinformation conf 95%
All technical info provided (WPS function, internet light behavior, compatibility with Spectrum) was accurate and consistent with KB documentation.
Communication
C1 Not Met Clear & professional language conf 90%
Call contained long silences, off-topic remarks ('Decode on your own', 'focus on that week I found it'), and no clear agenda or transitions; agent lost control and failed to guide interaction.
C2 Not Met Confirmed understanding conf 90%
Agent used confusing language and technical terms without adaptation; failed to simplify for customer who lacked Ethernet port and expressed confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and committed to sending a self-help guide, demonstrating ownership despite device limitations.
O2 Partially Met Proactive follow-through conf 80%
Agent promised to email a guide but gave no timeline or confirmation of delivery; no specific next steps for customer beyond 'try this and upgrade'.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the nature of the issue and device status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent expressed empathy ('I'm so sorry'), acknowledged customer's situation, and remained polite despite communication issues.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer's tone or confusion; continued with disjointed, scripted responses even after customer expressed doubt about feasibility.
X3 Not Met Overall experience conf 95%
Agent asked customer to perform impossible step (wired test with no Ethernet port) without offering viable alternative (e.g., checking router web interface over Wi-Fi).
Call Transcript35 turns · 38 lines
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. [silence]
00:00
Speaker 1
What? I don't know what's . He's not picking up The this is Henry Owen.
03:00
Speaker 2
silence Thank you for calling Lynch's, uh... technical support, my name is Donna [silence] How may I help you today? Hello? [silence] Yes?
03:00
Speaker 1
Yes, this is Henry Owen. Well, it's good evening here, but I don't know where you are, but it's evening here. Where are we? Where am I speaking to you from? Okay, well, your English is very good. Okay, well, listen, I had a lightning strike and it blew out my modem. So I just installed a new modem, which theoretically is functioning properly, but I can't get my router to work. Nope, because my router, I don't have internet because my router's not working.
04:00
Speaker 2
Henry you're okay hello Henry good morning I'm so sorry about that how may I help you today Um, I'm currently based in the Philippines. Thank you, Salman. I'm sorry to hear that. Can you still go online when your computer is wired directly to the modem? How about the modem itself? Can you go online?
04:00
Speaker 1
No, no, my it's not wired to the modem. It's, you know According to the. Company that provided the router, my internet provider they. They checked it from their end and they said it was online. I don't know. Maybe maybe not. Okay, it's it's.
05:00
Speaker 2
When your computer is wired directly to the modem, bypassing the linksys router, I see. Do you have a computer with an Ethernet port that we can try? Let's make sure that the modem is working fine, because if the modem is not online, the linksys router will not be able to go online as well. Okay. Let's check further on that. By the way, is this your first time calling linksys technical support? Okay. May I have your first name and last name, please? And could you please spell it out for me using phonetics, so I can document it properly? [silence]
05:00
Speaker 1
Henry Owen Mountain Jam M-O-U-N-T-A-I-N-J-A-M Seven at gmail.com Uh yes [silence] yes
06:00
Speaker 2
[silence] and it's kind of super intolerant because we want to have something that feels like at least this is okay. like it's just a way to plug opportunities, but more creative. And so we have these projects [silence] Hi, so it may or I have your email address and can you also spell it out for me? [silence] Okay, thank you so much. [silence] to your email address is mountain jam seven at gmail.com, right? [silence] Okay, is this the best number to reach you in case the call gets disconnected? [silence] Thank you. Are you calling from the United States right now? [silence] it is the same. [silence] Yes, in Denver, Colorado.
06:00
Speaker 1
spectrum... you mean the modem or the router? Okay, I got that. The model is EA9200 and the serial... serial number is one five B one zero J zero A four zero eight three two one. No, one five B as in boy.
07:00
Speaker 2
Who is your, internet service provider? XFINITY. Okay. May also have the model number and the serial number of the product. You can find it on the sticker underneath the device or on the box it came with. Right? The linkage router. Mhm. Mhm. Alright. And the cell number? Okay. Oh, I'm so sorry. Can you repeat that? It's 153? Okay. 153. And the serial number? 53, okay. Alright. Mhm.
07:00
Speaker 1
1 0 J 0 A 4 0 eight 321. Okay, well it's I I'm sure it's not under warranty, it's too old. Okay. [silence]
08:00
Speaker 2
okay... alright, thank you so much. can you, can I please um place you on a hold for about three minutes so I can check the warranty status of your product? Hello. Thank you so much for patiently waiting. I'm sorry for the long hold. I want to be up-front with you. This model has reached end-of-support phase, so it no longer receives firmware updates or active [silence]
08:00
Speaker 1
Okay. Uh, yeah, yeah, I think I do. You know, I, uh, huh.
10:00
Speaker 2
I can still walk you through a few practical steps that often help, and afterward, I'll email you a self-help guide you can keep. Because of the age of this product, there's a limit to what troubleshooting you can rely on to fix. Some of this comes down to older firmware and hardware. Let's try the steps most likely to help, and I'll be honest with you what we can find, okay? Thank you so much. By the way, do you have a computer with an Ethernet port available at this moment?
10:00
Speaker 1
Okay, wait a minute. [silence] okay I did it yeah the the power light's lit up but the online light it's blue there's only two lights but the the internet light's not oh something just happened and then it went back dark so there are more lamps there are more lamps but I thought of the [silence]
11:00
Speaker 2
I beg your pardon. I'm sorry. So, may I know the lights lit up on the modem at the moment? Mhm. May I know the color of the lights? Is it solid green, solid blue, or? Okay. So, it starts. Alright. This, okay. Mhm. Disconnect the Links router from the ISP modem. So, when you have disconnect it, connect your computer through the cable directly to the ISP modem. Let's do the test. To enter the default page of your ISP, so the IP address to enter on the browser. Is that okay? Yes. Oh, Uh-huh. Yes. Okay. So, can I have the take that next step, please? Yes. Okay. So, your cable is not connected on the ISP modem at the moment. So, what we can do is, you need to make sure first that your device is connected on the ISP modem first and then we will proceed the test. Okay. Can you please disconnect that cable from the device and then connect that back on the ISP modem and test. So, you need to disconnect that cable from the device. Okay. And then reconnect that directly to the ISP modem first and test. Mhm. So, can you hear my voice? Have you got back?
12:00
Speaker 1
OK, so you want me to disconnect? I'll see if I can do that.
13:00
Speaker 2
yards, disconnect the e a 92 100 from the modem and then wire your computer directly to the modem. Okay.
13:00
Speaker 1
Yeah, I I didn't think so. Uh I don't have an ethernet hookup. it's just a it's just a MacBook. Yeah, and they told me it's all working fine. Uh I'm pretty sure it is. The light that the online light is lit, not flashing.
14:00
Speaker 2
Oh, I see, so it's a MacBook. By the way, have you already contacted your internet service provider before contacting us? Do you have a TV or a gaming console that we can wire directly to your modem to make sure that it's online or not? Okay. [silence]
14:00
Speaker 1
The modem it has a. it has a. uh on it says. online and it's and it's got a light next to it. It's blue and it's lit and not blinking that means it's hooked up.
15:00
Speaker 2
By the way, win- When you said that the internet light on the modem is dark, you mean that it's turned off, right? Okay. Um, All right, so since the modem is working fine, based on the light status, what I can suggest is to reset the Linksys router and then reinstall it from scratch. However, as much as I would like to walk you through the whole process, we have only limited support when it comes to add of support devices. However, I can send you the self-help guide that can help you troubleshoot the
15:00
Speaker 1
So just one question. This thing has two buttons on the right side. What do they do? [silence] The linksys router. Like one of them looks like a a status for online logo and the other one looks like an up and down arrow. [silence] Okay.
16:00
Speaker 2
Decode on your own, okay? okay. Mm-hmm. Is that the longest router or the modem? okay. Mm-hmm. okay. http://mediagolink.com/linksxp [silence] I see. So let me double check. The up and down arrow is the WPS button. The WPS button will be used to connect your devices to the Wi-Fi network without using the Wi-Fi password. Okay, can you tell me the other one?
16:00
Speaker 1
It's uh. it's uh. four lines with another line diagonally across them. no it's on the side. there's nothing on the back. uh it's not, I don't think it's a light. I just pushed it and nothing happened. uh okay uh.
17:00
Speaker 2
Let me check. Okay. It's on the side and not on the back, right? Okay, let me check. Power line. Okay, so this is the power line. Let me double check. Please give me Please give me two to three minutes to check it in the system, okay? Thank you. [silence] focus on that week I found it
17:00
Speaker 1
That's okay. No, there's no lights on the bag or if they are, they're not lit.
19:00
Speaker 2
So, sorry for the delay. By the way, it's I found it at the front, I see there I can see here that there is a light on the front and that is the WPS light and the power light. On this side on the side panel there is a wireless light like so it will indicate if the wireless is working or not. And in the back panel, there is the internet light and the ethernet lights. Oh, I see. Because there are no devices wired to them. The light at the back of the router will only lit up once you will connect ethernet devices.
19:00
Speaker 1
Okay okay okay okay okay hey and obviously there's not it's it's not talking to the modem
20:00
Speaker 2
And if you to that, to those ports. And then the internet light will only lit up if there is a connection between the modem and the router. Ethernet 1 to 4 will light up if there are devices wired to those ports as well as the USB. And on the front panel, the power light will turn on, if you plug it to a working power outlet. And in the side panel, the wireless light will lit up if there is a wireless device re actual to the network. Yeah, yeah, because it's not yet working. If it is not yet set up and no devices connected to it, it's normal that the lights are not yet lit up.
20:00
Speaker 1
Okay so then, this, it's starting to look like this isn't going to work. Maybe it's maybe it doesn't like the Modem. They can't talk to each other. I know. I know. I know there's plenty of stuff available on Amazon. But you know, it's having the money to buy the stuff that is which is the problem.
21:00
Speaker 2
Thank you so much. I can also send you the user guide after this call. oh. Hmm. Actually, this device is compatible with Spectrum. However, as a technician is an ally, I suggest upgrading your device to a newer model because Wi-Fi technology has moved a long way since this model was released. Oh. If the steps will not resolve the issue, the next option is upgrading to a newer product. There are newer links that's models available on Amazon. Yeah. I understand. I understand your concern.
21:00
Speaker 1
Do you know yeah. All right. That's okay. No. Okay.
22:00
Speaker 2
You can try the self health guide that I will be sending you after our call and then you can follow the steps from there, but if it will not resolve the issue then I suggest upgrading your modem, okay? Thank you so much for understanding. You still have other, of course. Thank you for understanding. You still have other questions that I can help you with today? All right. Thank you so much for contacting Linksys' Technical support. Once again, my name is Donna. Have a great day. Take care. Bye bye.
22:00