V2 Rubric Detail — f59e0576-7bbd-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-09 17:45
Duration
15m 54s
Contact
Rodney Green
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136567
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support EA7300
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided troubleshooting by falsely claiming the device was end-of-life and out of support, provided no technical assistance, and prematurely closed the case with only a self-help article, despite the KB/Rubric requiring best-effort support for out-of-warranty devices.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent committed a critical failure by falsely claiming the EA7300 was end-of-life since 2003 and refusing all technical assistance, violating the OOW best-effort standard. No diagnostic steps were taken, no tools used, and the customer was dismissed with a generic article, resulting in an unresolved issue and Avoidance/Evasion.

V1 Case Analysis

Customer cannot get internet on EA7300 after new AT&T modem was installed; agent gave no troubleshooting and sent self‑help article, incorrectly stating router is out of warranty.

Troubleshooting Steps
  • Collected customer name, email, and serial number
  • Identified router model as EA7300
Key Observations
  • Agent gave incorrect warranty and end‑of‑support information for the EA7300.
  • No troubleshooting steps were performed for the connectivity problem.
  • Serial number was mis‑read and repeated incorrectly.
Positive Highlights
  • Collected the customer's name and email.
  • Identified the correct router model (EA7300).
Agent Errors / Gaps
  • Incorrectly stated the router is out of warranty and end‑of‑support was last 2025 (factually wrong).
  • Failed to perform any diagnostic steps for the internet connectivity issue.
  • Mis‑read and repeated the serial number.
  • Provided inaccurate product lifecycle information.
  • Did not verify WAN settings, modem connection, or perform a reboot.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the EA7300 out of support and sent only a self-help article without resolving the connectivity issue or attempting any fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (power cycle, WAN check, LED status, login attempt) were performed; agent skipped diagnostics entirely.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no technical assistance is provided for out-of-warranty devices, violating the OOW best-effort standard requiring troubleshooting even when unsupported.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify symptoms (WAN status, LED behavior), ask diagnostic questions, or determine root cause; jumped straight to end-of-life claim.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI access, speed test, firmware check) were used despite the need for diagnostic verification.
T3 Not Met No misinformation conf 96%
Agent made materially false claims: EA7300 end of life was 2003 (impossible as EA series launched ~2014) and stated no technical support available (contradicts OOW best-effort standard).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected basic info and set expectation of sending an article, but lost control by not guiding toward resolution and ended abruptly.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not confirm understanding or adapt to customer’s fragmented speech; communication was transactional but not dismissive.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — refused to troubleshoot, offered no direct help, and abdicated responsibility by citing end-of-support status.
O2 Partially Met Proactive follow-through conf 88%
Agent mentioned sending an email, but provided no timeline for delivery or clarity on content, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent chose not to escalate or troubleshoot, but decision was based on incorrect interpretation of support policy, not valid assessment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was documented.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite and professional but offered no empathy statements or acknowledgment of customer frustration or effort.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a steady pace and did not interrupt, but used a scripted tone without adjusting to customer’s confusion or communication style.
X3 Not Met Overall experience conf 95%
Customer repeated name and serial number; agent added no value beyond a promised article and increased effort by not acting on known information.
Call Transcript19 turns · 20 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
[silence] Yeah, Yeah this is uh Rodney Green um um I'm trying to get my modem um back on my um [silence]
06:00
Speaker 2
Thank you. Thank you for calling linkage. This is ice. How can I help you.
06:00
Speaker 1
cell phone from but it won't pick up. I don't know because I got the old one I got the old one. It's a EA7300. I don't even know who y'all make them no more or what. 7300. 7300. Zero zero. Yeah. Yeah it's on. Everything's working. I just can't get it on the to see was working and was not working.
07:00
Speaker 2
your linksys router model is EA7300. I see. and you mentioned you want to connect back your modem to your EA7300.
07:00
Speaker 1
Uh, the internet? Yeah, my older on working. I got, uh, I got hooked up to, uh, another router, but it's, it's run through AT&T. It's, uh, they call it, it's a new product called Air. it runs on the, um, it's like DSL, and it's, um, it's for the internet. in my phone. And I got that hooked up to it to run my cameras. but I need to see if anybody'd be on it. but I can't see if anybody on it if I can't get into the program. [silence]
08:00
Speaker 2
What is working your internet or your router? The internet is working and your router is not. Mm-hmm. Mm-hmm.
08:00
Speaker 1
Rodney Green and it's green, g-r-e-e-n. Right.
09:00
Speaker 2
Let me see. All right. Before we proceed, sir, I have to create a record first for you. May I have your name? Can you spell your name, sir? So, your first name is Rodney and your last name is Green. All right. Thank you. Thank you, Rodney. Now, do you have an email, an active email? All right. Can I have your email address?
09:00
Speaker 1
S, G, I, 777 at Heartnow.com. Mm-hmm. Right, right, right. Yeah. Yeah. [silence]
10:00
Speaker 2
So I repeat, your email address is R-O-N-S-K-I-7-7 @hotmail.com So ron ski seven seven at hotmail dot com dot com Is that correct? uh you mentioned that your internet service provider is is AT&T and you add a new modem from them
10:00
Speaker 1
yeah, I could I could I can get there on my AT&T network but I don't I can't get on the uh on the links network yeah, right, yeah, there's 19 T. I think there's one zero [silence]
11:00
Speaker 2
so. Um, so when you got the new modem, Um, you can no longer access your internet. Hmm. All right. So. Mm-hmm. So the Wi-Fi. Your Wi-Fi. Yeah. You can connect directly to your internet to your AT&T modem but you cannot connect, uh, to Wi-Fi. Is that it? Mm-hmm. Can you provide me Rodney the serial number of your Linksys router?
11:00
Speaker 1
Yes, six, two, nine, two, six, nine. Yes. Yes. [silence]
12:00
Speaker 2
190 nine six 29 269 all right all right Rodney it seems that your router Blinks and Sator is already out of warranty as the model of your links is water is an old type, uh, **L**INKsys router, model EA 7300. and apparently the life cycle of your **L**INKsys router has already ended. Uh, it's end of life was last 2003, meaning this router is no longer manufactured or sold by **L**INKsys, and its end of support was last 2025, which means it no longer have any security or firmware updates for your **L**INKsys router. and thus, we no longer provide any technical assistance with regards to your router. So what, Mm-hmm, what I can, uh, only do is to send you a self-help article from uh, **L**INKsys with regards to end of support **L**INKsys router.
12:00
Speaker 1
[silence] all right. [silence] all right. [silence]
14:00
Speaker 2
got. Okay. And also, I recommend that you upgrade your links on water because your links on water is still using an older technology. I mentioned it 's an old water. It, it's better to upgrade your water to the latest links. What we have so that your router could keep up with the latest Wi-Fi technology currently. But your router is still working. It 's just that I cannot provide you technical support, but no worries. I'll be sending you the self-help article from links. us. and it has all the troubleshooting steps with regards to connectivity issues regarding your links. uh huh. Okay? All right.
14:00
Speaker 1
All right. and I appreciate all right all right thanks bye
15:00
Speaker 2
So that is all for Rodney. Just check your email and we the self-help article I'll be sending to you. Your email address, Rodney, 77 at hotmail.com. Okay? You're welcome. It's also my pleasure to assist you by just sending the self-help article. Thank you for calling Linksys once again. Rodney, this is I've take care. Have a great one. Goodbye.
15:00