V2 Rubric Detail — f19959de-8203-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 17:21
Duration
10m 49s
Contact
989-773-3233
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137675
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.71/5
Overall36.9% (-21.1)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, dismissed the case based on end-of-support status without providing required best-effort help, and lacked empathy for the customer's frustration. While communication was polite and next steps were set, the absence of technical engagement and ownership left the issue unresolved. No auto-zero triggers (e.g., discourtesy, abandonment) were present.

V1 Case Analysis

Customer reports intermittent internet loss on used Linksys EA7200 (EOS). Agent confirmed EOS status and offered to email generic reset and setup instructions.

Troubleshooting Steps
  • Obtained serial number (32X20M21B00863) and identified device as EA7200
  • Advised factory reset and reconfiguration
  • Offered to email generic setup instructions
Key Observations
  • Agent correctly identified the product as end-of-support (EA7200) and followed KB guidance by offering self-help resources rather than deep troubleshooting.
  • No connectivity verification or configuration validation was performed despite the customer reporting ongoing drops.
  • Agent did not clarify the distinction between out-of-warranty and official end-of-support status, which may mislead the customer about support eligibility.
  • The call closed with a valid self-help path but left the customer's intermittent connectivity issue unresolved.
Positive Highlights
  • Obtained serial number and used it to identify device model and support status.
  • Maintained a polite and patient tone throughout the call.
  • Provided a concrete next step (email with setup instructions) for an EOS-eligible product, aligning with KB guidance.
Agent Errors / Gaps
  • Incorrectly stated that EA7200 is 'end-of-life' and 'end-of-support' without confirming current Linksys EOS status — EA7200 is out of warranty but not officially EOS per KB.
  • Did not guide the customer to access the web interface (http://192.168.1.1 or http://myrouter.local) to verify settings, run diagnostics, or check firmware status.
  • Failed to verify whether the suggested factory reset resolved the intermittent connectivity issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the internet drops issue; only offered to email generic steps after declaring the router end-of-support without attempting resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed (e.g., no check of physical connections, LED status, WAN/DHCP status, or ping test); agent skipped directly to end-of-support declaration.
R3 Not Met Correct resolution path conf 96%
Agent dismissed support due to end-of-support status without providing required best-effort troubleshooting (e.g., factory reset, setup wizard guidance) for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process followed; agent failed to verify symptoms (cable integrity, modem sync, router boot state) or ask relevant questions beyond model identification.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (remote access, admin UI, ping, logs) despite their clear necessity for diagnosing a no-internet issue; relied solely on model lookup.
T3 Partially Met No misinformation conf 90%
Agent correctly identified the EA7200 as an older end-of-support model and mentioned reset + setup wizard, but failed to provide accurate, actionable steps or validate compatibility with Spectrum.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent collected customer info and set up email follow-up but did not establish a clear plan, manage expectations, or maintain control of the interaction's direction.
C2 Met Confirmed understanding conf 95%
Agent used accessible language, avoided technical jargon, and maintained a polite tone (e.g., 'ma'am', 'no worries') appropriate for a non-technical user.
Customer Ownership
O1 Partially Met Ownership & empathy conf 94%
Agent remained on the call and committed to sending instructions but did not take active ownership by attempting resolution during the call.
O2 Met Proactive follow-through conf 97%
Agent clearly stated next step (emailing troubleshooting guide within 2–3 minutes), setting a specific and realistic timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted — issue was within scope of L1 support even for an out-of-warranty device; agent correctly handled it by offering self-help path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged customer's frustration ('I got ripped off'), apologized, or expressed empathy; response remained transactional despite emotional cues.
X2 Partially Met Tone & rapport conf 91%
Agent maintained a polite tone but failed to adapt to rising frustration, did not check understanding, or de-escalate emotion.
X3 Not Met Overall experience conf 93%
Agent asked customer to disassemble setup to find serial number, then offered no in-call resolution — increasing effort without reducing steps.
Call Transcript55 turns · 68 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.
00:01
Speaker 1
Hi, I have Linksys, it's a used Linksys router that I bought to replace the TP-Link.
00:21
Speaker 2
Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today?
01:08
Speaker 1
I had nothing but problems with it, to be honest. It's Linksys 00863.
01:22
Speaker 2
That's the Wi-Fi name.
01:33
Speaker 1
Okay. How come I don't get Internet? A lot of times I've had to deal with the fact that I have no Internet connection, and I've already called Spectrum, and they claim my Internet is fine, and to check with you.
01:36
Speaker 2
Actually, ma'am, it doesn't really work right away once you plug it in to the modem. So you still need to configure it and have it go online. But anyway, let me check on this one and help you set up your router.
01:52
Speaker 1
It was configured. Go ahead.
02:09
Speaker 2
Okay. Well, let's see what's wrong with our router then. Okay. So, all right. So, let me just run some verification with you first and ask you a few questions about your Linksys router, starting with your full name. I believe I'm speaking with Corey Sohelia. All right. How about your email address, ma'am? Do you mind providing it to me?
02:12
Speaker 1
head. Yes, you are. That would be kuri.soheila47 at gmail.com. 47. It's my last name, Kuri, dot,
02:20
Speaker 2
What was the number again after Soyola? 47 at gmail.com. So that's your first name dot your last name, number 47 at gmail.com. Oh, Corey is your last name.
02:58
Speaker 1
and then my first name, 47. All I have is Linksys 004863. How would I find that? It's all
03:20
Speaker 2
Oh, okay. All right. Thank you so much for confirming. And now can you provide me the exact model number of your Linksys router that is indicated underneath your Linksys device? How about you provide me? Excuse me. How about you provide me the serial number, and I'll look for the model number.
03:24
Speaker 1
Okay, I have to take everything apart now.
03:59
Speaker 2
It's indicated underneath the device, ma'am. There's a sticker there.
04:00
Speaker 1
Okay, what do you want now?
04:08
Speaker 2
The serial number.
04:10
Speaker 1
Okay, would that be the top barcode?
04:13
Speaker 2
It has a label of S slash N.
04:17
Speaker 1
Nope. Hold on. Linksys 00863. I have 32X20, M as in Mary, 21, B as in boy, 00863.
04:23
Speaker 2
Okay. So you got 32X for X-Ray, 20M for Mike, 21B for Bravo, 00863. All right. Thank you so much for that one. and may know who's your internet service for a provider okay uh by the way ma'am i know when
04:59
Speaker 1
Spectrum.
05:17
Speaker 2
did you purchase this router just recently okay um do you mind about a month ago okay
05:24
Speaker 1
just recently, like about a month ago. And a lot of times I get this message that I have no Internet.
05:26
Speaker 2
let me just um i'll tell you that one here um okay let me just no worries ma'am i'll
05:39
Speaker 1
And Spectrum verified that I do have Internet and to check the router
06:06
Speaker 2
I'll, uh, no worries, I'll look into it.
06:08
Speaker 1
from a tech person here in town where I live.
06:11
Speaker 2
Um, may I know where did you purchase this router? From a tech person. You mean you did, oh, okay.
06:16
Speaker 1
A personal purchase, yes.
06:27
Speaker 2
Um, here's the thing, um, Ms. Zoella. Um, the router that you have right now is actually already part of our end-of-life devices and end-of-support products. products. Based here on our system, the model of the device that you have is an EA7200. It's actually already part of our end of support products, which means we no longer provide
06:31
Speaker 1
So you're telling me you can't give me any help?
06:55
Speaker 2
any. Unfortunately, ma'am, we don't really recommend buying the router to an associated
06:57
Speaker 1
So can you just off the top of your head tell me what's going on with it?
06:58
Speaker 2
seller, because most of our products are being sold through online retailers like Amazon, on Best Buy. We can only provide support or assistance if you have a receipt of the purchase. And if you say that you just purchased it from someone on your neighborhood, that means it's already been a couple of years. You probably need to reconfigure this router, like reset
07:10
Speaker 1
You know, I did reconfigure everything at one point, or she did it for me in order to get my printer to work.
07:39
Speaker 2
it back from its default settings and set it up again from scratch. I can send you an an email for the troubleshooting steps that you can perform and you can have this as your guide and reference on how you can set this up.
07:44
Speaker 1
So you're telling me that I have Internet issues because it needs to be reconfigured? I am online.
08:07
Speaker 2
Yes, ma'am. Like, you need to access the web interface for you to set this up. Like, once you reset the router and it went back to its default settings, you need to connect to the wi-fi and access the web interface for you to follow the um wizard setup i mean set up wizard and uh set up your router for it to go online i mean the router yeah well i see well as
08:14
Speaker 1
I just get these drops. Yes, I am online presently. I finally got my printer to accept its, well, it connected finally.
08:48
Speaker 2
for this if you wanted to connect your router i mean your your printer uh sometimes printers only connects to the 2.4 frequency band, which, well, considering the age of your router,
09:01
Speaker 1
Yeah, she came over and connected the router to the printer. And so I don't know what else is going on, other than when we went to make a Zoom call with my group, it kept saying no internet.
09:16
Speaker 2
this is actually one of our legacy routers.
09:39
Speaker 1
How old is it?
09:42
Speaker 2
uh this model yeah this model was actually manufactured way back um 2015 so it's an
09:44
Speaker 1
How old is it? Can you tell? Geez, I didn't know that at the time.
09:45
Speaker 2
older model yeah that's why actually that's why you don't really recommend buying it
10:00
Speaker 1
I got ripped off. Yeah, yeah.
10:03
Speaker 2
to someone especially you can't assure that unfortunately ma'am sure i will be sending it
10:08
Speaker 1
Yeah, well, okay. So I got ripped off and I still can't get anything to work. Okay, can you send me the instructions that you mentioned anyways?
10:10
Speaker 2
it to you. Sure. I will be sending it to you right after this call. Just give me at least
10:29
Speaker 1
Okay, okay, I will.
10:30
Speaker 2
two to three minutes. All right. Okay. All right. Thank you so much for understanding,
10:34
Speaker 1
Thank you, I appreciate it. Bye-bye.
10:39
Speaker 2
ma'am. Have a great day and thank you for calling. Take care.
10:43