V2 Rubric Detail — f6e21168-6a63-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 15:48
Duration
11m 6s
Contact
Leticia Trejo
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133769
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to assist with an out-of-warranty device despite the OOW best-effort standard requiring troubleshooting for setup, connectivity, and reset issues. This constitutes evasion of support responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve or meaningfully troubleshoot the customer’s Wi-Fi connectivity issue, incorrectly claiming the EA7500 was unsupported and refusing any diagnostic steps. Despite the OOW best-effort policy requiring setup and reset guidance, the agent directed the customer to purchase a new router, resulting in an unresolved case with avoidance of support responsibility.

V1 Case Analysis

Customer unable to connect to Wi-Fi after ISP change. Router identified as EA7500 (dual-band). Agent incorrectly stated device is out of support, provided no troubleshooting, and did not offer paid support. Call ended with customer advised to buy a new router.

Troubleshooting Steps
  • Collected serial number and identified router model (EA7500).
  • Explained dual-band operation and presence of two SSIDs.
Key Observations
  • Agent incorrectly claimed the EA7500 is no longer supported (transcript [09:00]-[10:00]), contradicting Linksys KB guidance that basic troubleshooting must still be provided regardless of warranty status.
  • No troubleshooting steps (power cycle, factory reset, web UI access) were performed despite the customer being unable to connect.
  • Agent failed to offer paid support for an out-of-warranty device, violating support path protocol.
  • Agent misidentified the model number as '57500' (transcript [05:00]), indicating possible confusion or ASR artifact.
  • Call ended without confirming ISP connectivity or router status, leading to premature closure.
Positive Highlights
  • Correctly identified the router as dual-band and explained the presence of two SSIDs (2.4 GHz and 5 GHz).
  • Collected the serial number and model number accurately (after correction).
Agent Errors / Gaps
  • Incorrectly stated that the EA7500 is no longer supported and cannot receive technical assistance.
  • Failed to perform any basic troubleshooting (e.g., power cycle, factory reset, web UI access via http://192.168.1.1).
  • Did not verify the router's internet connection or WAN status before concluding support was unavailable.
  • Did not offer the paid support option for an out-of-warranty device, which is a required support path per KB.
  • Misidentified the model number as '57500' instead of 'EA7500', potentially causing confusion.
  • Advised customer to buy a new router without attempting to resolve the issue, which is not a valid resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer they must reconfigure or buy a new router and provided no working solution to restore Wi-Fi connectivity.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (e.g., power cycle, check cables, factory reset, login to admin) were performed despite the customer being unable to connect.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly claimed no support for OOW device and refused troubleshooting, violating the OOW best-effort standard requiring setup, reset, or firmware guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify root cause; only explained dual-band SSIDs without diagnosing why the custom network (Piggy) disappeared or connection failed.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote diagnostics, admin UI access, LED status check) were used or suggested, even though router status verification was critical.
T3 Not Met No misinformation conf 97%
Agent falsely stated that Linksys cannot provide technical assistance because the EA7500 is out of support, contradicting documented OOW troubleshooting policy.
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked structure: no opening frame, long silences, abrupt transitions, and no control during customer confusion.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms to explain dual-band, but failed to confirm understanding or adjust for customer’s clear non-technical level beyond one explanation.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned responsibility by directing customer to buy a new router instead of attempting any fix, even basic best-effort steps.
O2 Not Met Proactive follow-through conf 95%
Only next step was vague: 'call us back if you buy a new router' — no actionable plan, timeline, or ownership for current issue.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent offered brief empathy (“sorry to hear”) but did not acknowledge customer frustration or history of prior success with the device.
X2 Partially Met Tone & rapport conf 85%
Agent remained polite but did not adapt pace or tone to customer’s stress; communication remained one-size-fits-all.
X3 Not Met Overall experience conf 94%
Customer repeated serial number multiple times; agent added effort by not offering remote help or simple diagnostics that could reduce customer burden.
Call Transcript22 turns · 23 lines
Speaker 1
yes, good morning. This is Letitia Trejo and I have a router from your company and I would like to know if there's any way you can give me over the phone, the name of the router that's on my.
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 product, 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 Linksys. This is Ice. How can I help you?
00:00
Speaker 1
Okay. Laptop because I think it I had it under the name of piggy. And I think it got renamed after it was reset. What information do you need from me? I just called Spectrum. The people I just signed up for the internet and I'm not able to connect to the Wi-Fi at all. Okay. I still have the box. Which one is the serial number? What number does it start with? Or is it on the router? Okay. Okay. Let me turn it upside down. Hold on please. Okay.
01:00
Speaker 2
i see um sorry to hear about them ma'am may i know the serial number of your inksis? um um On the synchronization router, you have, yeah, at the bottom of your synchronization router there is a product label sticker and the serial number is indicated in that product label.
01:00
Speaker 1
serial number okay, I found it [silence] you got [silence] something to write it down? [silence] 18 L like in Larry, uh, 2 0 S like in Sam, 04 706872 [silence] uh, yeah, yeah, yeah [silence] yeah L like in Larry [silence] uh huh yes [silence] uh uh no, no, okay, it's the last four digits is 6 8 2 2
02:00
Speaker 2
yes. uh, what's the serial number? alright, uh, let me I'll repeat. again, the serial number is one eight [l] for Larry, two zero [s] for Sam. 04 70 6 8 72. [silence] 6 8
02:00
Speaker 1
Yes. Yes. I have. That's the only one I have. You know what? Now I see it on the on my computer, my settings. 06822. Yeah, it's 06822. I think that's the one I need to connect. And the and the the model is. Let me see. Model number is E a.
03:00
Speaker 2
All right. So the last uh four numbers is six eight two two correct? And you only have this uh linksys router only one no other things this router you have there? What's the model? And what's the model of this
03:00
Speaker 1
The handle desk to vee like station 2.05 huh? Huh? Huh? Okay, the problem is they are two. One of them has the, you know, the name of the router, 06822, and there's another one that shows up with 06822 5ghz like in zebra. Which one do I know is mine? Would it be the just that one, the first one?
04:00
Speaker 2
EA7500 version 2. All right. So since you're able to see it. No other concerns. I see. Uh, the reason why you see two Wi-Fi name it's because your Linksys product EA75...[silence]
04:00
Speaker 1
the we How would I no? I don't know anything about this, this stuff. Which one should I connect? [silence] Okay. [silence]
05:00
Speaker 2
57500 has a dual band. It's a dual band router. It means, it broadcasts a 2.4 gigahertz and a five gigahertz. So that's why you're seeing two Wi-Fi name. The one is broadcasting the 2.4 gHz and the other one is broadcasting a five gigahertz. So you can connect on each band depending on which you prefer to connect. So they're both internet connection. Uh you can uh select whichever you want. You can connect to the name 06822 or you can connect to the other one with a five because it's the same. it's just that it's 068225.
05:00
Speaker 1
OK, let me let me quick on it and let me it's going to say, connect. I want to connect and to password. Let me put the password that I currently have. Hold on, please. Chela Trejo Eldrichcia. Let me enter the let me Trejo. Let me put the the password and see if it works. Hold on, please. Hold on. I'm trying to I'm trying to get get it. it says says right now, unable to detect network or internet connection. Hold on, please. Let's see if I can we can fix this. Let me turn it on hold. turn it on, Ok hold on, please. Let me turn it on, on. Let me.
06:00
Speaker 2
as a uh uh Stephen. may i have your name may i have your name em let let Ica? All right Letitia. and your last name? Sure. and your email, Letitia. [silence]
06:00
Speaker 1
I can type and uh talk at the same time. uh It's wrong. I let me put in the password and I'll give you my email. Hol' on please. [silence] My email address is ltrejo@ gmail.com. The password isn't correct. Please try again. So that means it's not taking my password that I currently had. Since 2017. [silence] I have never.
07:00
Speaker 2
Sure. Okay. How long have you been using this router? About three years. [silence]
07:00
Speaker 1
I've never had a problem with this router. Not until yesterday. I sure did, yeah, I wrote the name Piggy with a capital P, I, G, G, Y. Oh no. Okay, no, I never did. Not that I know of. Is it?
08:00
Speaker 2
okay, hold on. okay, um, I just want to know Latisha, or when you set up your router did you create a Wi-Fi name? Did you add it or customize your Wi-Fi name? So that is so that is your Wi-Fi name, but it's not showing on your phone. So Okay, since since your Wi-Fi name was the one you mentioned Pk And it's not showing on your phone Wi-Fi setting list of available networks, then it only means that your router may have been disconnected. And it
08:00
Speaker 1
okay, so what's doing. so I need to buy a new router then? I don't know how to do that. I do not know how to do that. I don't know. I'm not a technical person. When my son used to live here. I don't think how Yes, he does. [silence]
09:00
Speaker 2
it is back to its default Wi-Fi setting that is why you're seeing the lynx's uh default SSID of your router which is the one which is the number zero six eight two two so no you you will have to reconfigure your router set it up again like you previously Did you? Who's the one who set it up when you got that router before? I see. So, let's see sure. Apparently, this router you have, a model EA7500, is already out of warranty. As you've mentioned.
09:00
Speaker 1
At least I know it, yeah. It works pretty good, yeah. But I know I know. Okay. Is this the same number I would call back when I go buy a new one? So in case I had a question. Okay. Okay, thank you so much. I've been very disappointed with Spectrum. I'm very I regret switching over to them. They haven't been much help. Okay, I'm heading down to Best Buy. Thank you.
10:00
Speaker 2
you have this for a long time. Yeah but the thing is that your router is no longer supported because it has reached its end of support last 2025 so I cannot provide you technical assistance. Yes, if you buy a new one, you can call us and we can provide you assistance since it's a new router, we can help you set it up. You're welcome. I see. So, if you bought the new router call us back again so that we can help you set it up. Okay? You're welcome, bye, take care and have a great day.
10:00