V2 Rubric Detail — f9773dca-8202-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 17:14
Duration
8m 26s
Contact
419-290-3739
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137672
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA7200
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent correctly identified the EA7200 as end-of-support (T3 Met) but failed to provide any diagnostic questioning, tool guidance, or best-effort troubleshooting required for OOW devices (R1, R2 Not Met; T1, T2 Not Met; R3 Partially Met). The interaction was transactional, lacked empathy and adaptation to the customer's accessibility barrier, and directed the customer to an unusable resource, constituting avoidance of service (B). The issue remained unresolved with no viable path forward.

V1 Case Analysis

Customer requested static WAN IP setup on EA7200; agent declared device end-of-support without warranty verification and directed to AI tool; no troubleshooting performed; issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, and model number (EA7200)
  • Checked internal system for product status (identified as end-of-support)
  • Provided link to support.linksys.com AI tool
Key Observations
  • Agent correctly captured model number EA7200 after customer spelled it phonetically.
  • No troubleshooting steps were taken to configure static IP or verify WAN connectivity.
  • Agent declared device as end-of-support without verifying warranty status or collecting serial number.
  • Agent provided correct support URL (support.linksys.com) despite ASR artifacts in transcript.
  • Customer explicitly stated no Wi-Fi access, making self-service guidance impractical.
Positive Highlights
  • Correctly identified and confirmed model number EA7200 from customer's phonetic spelling.
  • Provided correct support URL (support.linksys.com) despite ASR artifacts in delivery.
  • Maintained polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to collect serial number, which is required for warranty verification.
  • Did not attempt any static IP configuration or basic WAN troubleshooting steps despite customer's clear request.
  • Provided self-service guidance (AI tool) despite customer having no Wi-Fi access to reach it.
  • Declared product as end-of-support without confirming warranty status through proper lookup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'I could no longer proceed in providing assistance' and offered no solution to the static-IP problem.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps or troubleshooting performed; agent redirected to website without any attempt to verify WAN settings, access router interface, or guide through configuration.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the EA7200 as end-of-support but failed to provide required best-effort troubleshooting (e.g., guiding local access via Ethernet to configure static IP), which is mandatory even for OOW devices per OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process followed—agent did not ask about current connection type, WAN IP, configuration state, or symptom details; skipped root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not guide customer to access local router interface (http://192.168.1.1 or myrouter.local), which is accessible without Wi-Fi and necessary for static IP setup per universal_wan_ip.md and policy.
T3 Met No misinformation conf 96%
Information provided (device is end-of-support, support.linksys.com is the resource) is factually accurate and aligns with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced herself and collected basic info but ended call abruptly without framing expectations, managing transitions, or setting clear next-step context for self-service.
C2 Not Met Confirmed understanding conf 94%
Agent instructed customer to visit support.linksys.com despite explicit customer statement of no Wi-Fi access, showing failure to adapt communication to accessibility barrier and customer situation.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaimed responsibility immediately upon identifying EOL status instead of attempting resolution, workaround, or best-effort troubleshooting, violating ownership principles.
O2 Not Met Proactive follow-through conf 94%
Only next step provided was 'go to support.linksys.com,' which was unusable for the customer; no alternative path, realistic timeline, or follow-up commitment offered.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for an end-of-support device with no complexity, legal risk, or management request triggering escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy statements, acknowledgments of frustration, or recognition of customer effort; response was purely procedural and dismissive ('I could no longer proceed').
X2 Not Met Tone & rapport conf 94%
Agent failed to adapt tone, pace, or content to customer's confusion, lack of technical knowledge, or accessibility barrier (no Wi-Fi), and did not check comprehension or address impossibility of suggested action.
X3 Not Met Overall experience conf 95%
Customer was directed to an inaccessible resource (website without Wi-Fi), creating additional effort rather than reducing it—direct violation of effort-reduction principle and customer experience standards.
Call Transcript13 turns · 14 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. [silence] While waiting, [silence] you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys. This is Carla. I may help you.
00:00
Speaker 1
The ice into place to establish me with a static IP address, but now my office Wi-Fi is not working. I was told that I needed to maybe give this new static IP address and identification information to Linksys to try and get the router properly connected to the new static IP. Does that make sense? [silence] [silence] [silence] [silence] [silence] Uh, [silence] [silence] [silence] I want to connect the Linksys device to the new static IP. Um, [silence] Well, I don't know. I'm not a technician, so the static IP was installed by a technician. Now, I'm looking at the device right now. There is a yellow.
03:00
Speaker 2
Okay. So, you want to set up the Linksys device using that static IP, correct? Yes. Have you tried that static IP directly connected to the modem to test if that static IP is working?
03:00
Speaker 1
cord on your Lenksis router, it says Interned and a yellow cord leads over to the new static IP device. There's, um, a blue cord out of the new static IP device that goes to a piece of spectrum equipment. I don't know what that is and there's power. So it looks like they are directly connected. Spectrum. I think this is the first time, probably. 419 290 37 39. My first name is Drew D-r-e-w, last name is Griffith, g-R-I-F-F-I-T-H.
04:00
Speaker 2
So, who's your internet service provider? Okay. And let me just check our records for this. Have you called tonight before or is this your the first time? Okay. Are you going to have your phone number? How about your first name and last name?
04:00
Speaker 1
Oh, right. My email is Drew, D-R-E-W, at, and then the letter G, the word, A-N-D, A-N-D, the letter H-L-E-A-L-A-W, or L-A, pardon me, L-A-W, the word law.net, so that should readable. Drew, at, G-and-H, law.net. That's. I've. I've got that, it's E, A-7200. [silence]
05:00
Speaker 2
Again, that's G-R-I-F-F-I, T for Tango and H for Hotel. how about your email address, okay thank you for this information. How about the model number of your linkage device? You can check it at the bottom or underneath. Okay. Again, it's a for Edward, a for Apple, T for Tanglo, and then H for hotel. okay okay okay okay okay
05:00
Speaker 1
That's the model number, correct? Yes, that's where I got it to give it to you it's right on the bottom of the product, yes.
06:00
Speaker 2
went to zero, zero, correct? Uh-huh. Yes sir, is that the model numbers stated on the product? Uh, uh-huh. Okay, thank you for that information. And was this working before sir, first time to set up. Mm-hmm. Okay. Okay. Sir, as I checked this device in our system, it shows here in our record that this router is one of our end of support product. That means that means Linx is no longer providing any technical assistance. Uh, what we can offer is to share to you the details so you are aware of how you can get in touch with the engineer or technician that could, uh, uh assist you with, um, connecting. What you can also do is to reach out for them.
06:00
Speaker 1
support.linksys, right? And what do I do when I get to your, um, website then? Uh-huh. Okay. Yeah, but I don't have any Wi-Fi to get to your website, see? That's the problem, but.
07:00
Speaker 2
Tova Boxer is to take advantage of our AI tool that can be found on our website, and that is support.linksys.com. On our link, uh, you look for an icon like a blue color icon on the lower right, that has an smiley face, that use AR AI tool that can also guide you step by step on how to set up your linksys router using the static the things from your provider spectrum. Like as much as I would like to assist you with the
07:00
Speaker 1
Okay, well, thanks a million. I appreciate the help.
08:00
Speaker 2
your device, sure, but since this one is already listed as one of our M and O support, I could no longer proceed in providing assistance. You're welcome, sir. So again, the website is support.linksys.com. So thank you for calling Linksys, sir. This is Carla. Goodbye for now.
08:00