V2 Rubric Detail — f229fd46-75aa-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-02 00:14
Duration
7m 49s
Contact
Rich Blanchard
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135579
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500 - intermittent disconnect
⚠ Auto-Zero applied: Discourtesy — agent explicitly dismisses the customer's issue as 'a waste of time' and refuses to attempt resolution, violating core support principles.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed all technical indicators by providing unsupported claims about AI vulnerabilities and brand discontinuation while refusing to perform any KB-documented troubleshooting for the EA7500. The call is auto-zeroed due to extreme discourtesy, as the agent told the customer attempting to fix the router was a 'waste of time'.

V1 Case Analysis

Customer (EA7500 V2) reported intermittent Wi-Fi loss. Agent incorrectly claimed the router was a discontinued Motorola product, skipped all troubleshooting, and advised replacement without verification. No resolution or valid next steps provided.

Troubleshooting Steps
  • Collected model (EA7500 V2) and serial number.
  • Asked about ISP (inconclusive).
Key Observations
  • Agent falsely claimed the EA7500 V2 is a 'Motorola' brand router and 'discontinued' (transcript [04:00–05:00]). This is factually incorrect per the KB (EA7500 V2 is a Linksys product and remains supported).
  • No troubleshooting steps were performed — no power-cycle, firmware check, or auto-update verification, which are standard for Wi-Fi instability per the KB.
  • Agent incorrectly stated the router 'is not active anymore' and cannot be fixed, which is unsupported by any KB or technical basis.
  • Agent changed name mid-call (Tammy → Nathan) without explanation, indicating possible case handoff failure.
  • No warranty status was confirmed, and the agent prematurely advised replacement without discussing support eligibility or troubleshooting.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided materially false technical information: claimed the EA7500 V2 is a Motorola product and discontinued (transcript [04:00–05:00]). This directly contradicts the KB, which confirms the EA7500 V2 is a supported Linksys product.
  • Failed to perform any basic troubleshooting for Wi-Fi instability. The KB mandates power-cycle, firmware check, and auto-update verification for such issues (see universal_wifi_drops_after_change.md).
  • Incorrectly declared the router non-functional and advised replacement without diagnosis, violating the KB's troubleshooting-first guidance.
  • Did not verify or guide the customer through any fix, including the promised reset instructions, which should have been performed via http://192.168.1.1 or http://myrouter.local (see linksys_now_login_admin.md and universal_firmware_update.md).
  • Failed to confirm warranty status or support eligibility, which is required before advising replacement (see universal_support_contacts.md).
  • Changed agent name mid-call without explanation, creating confusion and violating protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'you cannot fix the problem' and recommends replacement without resolving or attempting any fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps taken; agent skips diagnostics and immediately declares issue unfixable.
R3 Not Met Correct resolution path conf 96%
Agent recommends new router without checking firmware, auto-update status, or attempting best-effort troubleshooting for an older device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent fails to identify symptoms or root cause; ignores the customer's specific report of 'no signal around the south part of your house' which would typically trigger a distance/interference check per universal_speed_below_plan.md.
T2 Not Met Appropriate tools / resources used conf 95%
Agent uses no tools or KB resources; claims to 'go to the lab' but returns with speculation rather than data from the provided KB interfaces (192.168.1.1).
T3 Not Met No misinformation conf 98%
Agent makes several unsupported claims: 1) 'Motorola has been discontinued' (Not in KB); 2) 'vulnerable due to advancement of AI' (Not in KB); 3) 'cannot fix the problem... hardware limitation' for an EA7500 v2 without performing any diagnostics (Contradicted by universal_firmware_update.md and universal_speed_below_plan.md which provide clear troubleshooting paths for this model family).
Communication
C1 Not Met Clear & professional language conf 95%
Agent says 'I need to go to the lab' and abandons call flow; loses control and provides no structure.
C2 Not Met Confirmed understanding conf 94%
Uses vague analogies (iPhone 10 vs 17) without confirming understanding; no adaptation to customer’s technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoids responsibility by saying 'it’s a waste of time' and suggests customer buy new hardware instead of owning issue.
O2 Not Met Proactive follow-through conf 95%
Promises to 'send instruction' but gives no timeline or clarity on content; no actionable next step defined.
O3 Not Met Closure confirmation conf 94%
Customer mentions prior contact, but agent ignores history and repeats request for model/serial.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
No escalation despite clear need — agent lacks data, performs no troubleshooting, yet closes case unilaterally.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed; customer not informed of transfer or reason, violating escalation protocol.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Says 'it’s a waste of time to even try to fix your router' — dismissive and lacking empathy or professionalism.
X2 Not Met Tone & rapport conf 94%
Tone remains detached and unresponsive; fails to adjust pace or acknowledge customer frustration.
X3 Not Met Overall experience conf 95%
Customer repeats model and serial multiple times; agent fails to reduce effort or use provided information efficiently.
Call Transcript8 turns · 12 lines
Speaker 1
Well, yes, my name is Rich Pantchard.
00:00
Speaker 2
Welcome to Lyniks 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 dot Lyniks.com. Please have your device serial number, ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's 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. Thank you for calling Lynksos. My name is Tammy. You may know who am I speaking? Rich Palmer. All right. Is this the first time calling us, Rich? Uh, no, I've talked to someone about this before. Okay. You said that your internet has been unstable, right? Yeah. And you get no signal around the south part of your house, right? And, not always, but a lot, we started noticing that a couple of months ago. Okay. And how often is this happening? Like, seven months? [silence] Almost every day lately. Okay, Tammy? Well, um, it seems like your router is old. Yeah, I think I still had this one when I bought the place. Are you renting? Uh, no, it's my place. Okay. Uh, so what model? [silence] I don't know what model it is. I don't know. [silence] I'm so sorry about this. Um, all right, if you could locate the manual and report back on the model on your router, we could analyze it and figure out whether it's the problem or not. I got one. I'm going to check my email. [silence] Mm-hmm. [silence]
00:00
Speaker 1
Yes, it's rich, R-I-C-H, Blanchar, B-L-A-N-C-A-R-D-at yahoo.com. Um, I've been having sporadic internet issues. Um, I called my internet provider. They did not see any issues, so I'm thinking it may be my router. Um, it's been going off and on for like five or six days. Uh, um, yep. The model number is E-A-7-500 V2. Serial number is 18.
01:00
Speaker 2
Tell me what is the problem, Richard. Since when did the problems started? All right. Can you give me the model and the serial number of the device? Let's take a look. And the serial number.
01:00
Speaker 1
L 21 S 0 9 8 0 7 3 5 3 That I'm not exactly sure when I got it. Sure. Sure. Yep.
02:00
Speaker 2
Let me take a look. Let me find the router. You had this router since 2019, right? Or earlier. Okay. You said 19. Would you mind if I continue to hold give me a minute or two? I just need to go to the lab to take a look at the router itself. I couldn't find it on my site. I'll get it back. Don't worry. [silence] Which who's the internet service provider is it spectrum or It's at you Nathan? All right. This it's not active anymore.Rich? Okay, I get it. Yeah, I mean, apparently it''s a waste of time to even, uh, trying to fix your router. Uh, and actually what you can do is you can actually buy a new one. Okay, you can get this router. Yeah, so I, I actually, I, I sat through a really long, uh, presentation and basically I found out that motorola, mm-hmm that was the brand name of my router, has been discontinued. Uh, instead, I found that this is a chat system router which is compatible with all sorts of other service providers [silence] To the network, you will get the less least priority, and that's why that disconnection happens. The best solution would be to replace the router, and do not spend too much on routers. Routers will have over five years window for upgrade, and then after that you need to replace it. It's not the physical one, it's the technology, just like your IPhone. If you have IPhone, if I get -- IPhone 10, it still work, but you notice that it's not that as efficient as IPhone 17, and IPhone 15 was just [silence] five, four years ago. [silence] Something like that. It's a technology, it is very fast. Now, if it's still working right now, if we are in term of that disconnection, keep it that way. I do strongly suggest you upgrade the network, replace it. Security wise, this is vulnerable, due to advancement of AI and advanced hacking technique. People can take the look of those features. [silence] see your routers second speed it is slow the network is faster now way
02:00
Speaker 1
Yes, yes. Okay. Yep, sounds good. Thank you very much. All right. Okay, thank you. Okay, yes, you were. Thank you very much. All right, bye-bye. [silence] Yes, yes. Okay.
07:00
Speaker 2
I'm calling and this is the one that you mentioned is disconnected. Okay. Now, I will I will send you an instruction which through email. You need to factor reset your router and reinstalled. It will give you a few days, it will work fine, and then it will be great again. But at least you still have enough time to one for your app trade. Okay? Okay? Okay, all right, apologies. You cannot fix the problem. This is a hardware limitation. I will try to extend make sure that the instruction is easy for you to follow. I hope that would be good. All right. Thanks for calling. My name is Nathan. I hope I was able to help you. Again, goodnight and goodnight. Bye bye.
07:00