V2 Rubric Detail — fb246b64-806f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 17:09
Duration
10m 46s
Contact
757-650-5986
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137302
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support EA7200

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall20.6% (-35.4)

V2 Grader Summary

The agent failed to perform any troubleshooting, used inaccurate technical information (incorrect support end dates), and imposed unnecessary effort on an elderly customer by directing her to return the router without attempting a fix. No resolution was achieved, and best-effort support for an out-of-warranty device was not provided as required.

V1 Case Analysis

Customer unable to get new EA7200 router to connect; agent confirmed out-of-warranty status, advised return/replacement, and offered to email a setup guide. No troubleshooting performed.

Troubleshooting Steps
  • Requested serial number
  • Identified router model EA7200
  • Checked warranty status in system
Key Observations
  • Agent did not attempt any router configuration or basic troubleshooting (power-cycle, LED check, local UI access).
  • Agent made a materially false claim that support for the EA7200 ended in 2005, contradicting KB and public records.
  • Agent focused on upselling MX series routers rather than resolving the immediate connectivity problem.
  • Customer is elderly (82) and may need simpler, step-by-step guidance.
  • Agent misheard and misrecorded the serial number initially but corrected it later.
Positive Highlights
  • Correctly identified the router model (EA7200) after clarification.
  • Confirmed out-of-warranty status using internal system.
  • Collected the customer's email and offered to send a helpful setup article.
  • Displayed basic empathy about missing documentation and the customer's frustration.
  • Recognized the possibility of a refurbished unit based on missing materials and warranty status.
Agent Errors / Gaps
  • Incorrect claim that support ended in 2005 (EA7200 was released in 2015; support may be limited but not discontinued in 2005).
  • No practical troubleshooting performed for the connectivity issue despite the device being new and likely just needing setup.
  • Misheard and misrecorded the serial number initially.
  • Did not verify receipt before recommending a return, though this was not feasible due to lack of internet.
  • Upsell to MX series without first confirming the root cause or offering a fix.
  • Failed to mention that EA series routers are still supported for basic setup and connectivity via self-help, per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue; only advised returning the router without attempting any troubleshooting or setup steps.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (power cycle, LED check, admin UI access) were performed; agent skipped diagnostics after identifying model and warranty status.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent offered no best-effort troubleshooting (e.g., factory reset, setup guide) and dismissed the issue by directing customer to return the router.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified the model but asked no diagnostic questions about symptoms (e.g., LED pattern, connection attempts) or root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., admin UI at http://192.168.1.1, diagnostics, remote verification) were used despite their relevance to confirm router status.
T3 Not Met No misinformation conf 97%
Agent stated support ended in '2005' for the EA7200, which is factually incorrect per KB; the EA series is still listed as supported for certain features.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and maintained basic control but repeated questions and failed to structure a clear path forward.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language suitable for an 82-year-old but did not confirm understanding of key terms like 'MX series' or 'refurbished'.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on the call and offered to email a guide, but did not attempt to resolve the current issue or take ownership of setup.
O2 Partially Met Proactive follow-through conf 88%
Agent mentioned sending a setup guide and suggested returning the router, but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was basic setup and not beyond L1 scope.
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 expressed willingness to help and used polite language, but did not acknowledge the customer’s frustration or age-related challenges empathetically.
X2 Partially Met Tone & rapport conf 86%
Agent adjusted terminology slightly but did not slow pacing or check comprehension after complex suggestions like purchasing a new router.
X3 Not Met Overall experience conf 95%
Customer was asked to obtain a receipt, send an email (impossible without internet), and buy a new router — all adding effort without resolving the immediate problem.
Call Transcript22 turns · 22 lines
Speaker 1
Yes, this is Alice Savage. I had to get a new router, uh, and so I was, I can't seem to get it to, uh, to connect without blinking. Uh, sure, let me get this light on here. I'm sorry. It'd be underneath it. Uh, yes,
00:00
Speaker 2
Welcome to Lynch's 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. [sound of background music] Hello, Tech of Holland Lynch support. It's Ice. How can I help you? Uh, can you provide me the serial number of your Linksys router? Yeah, it's at the bottom of your Linksys router. There's a product label sticker. The serial number is in the
00:00
Speaker 1
the serial number, it's three, two, X, two, zero, M, like a M, two, B, A, zero, four, eight, four, zero. yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, yes, four, zero. The end.
01:00
Speaker 2
I'm sorry, let's try again. Your linksys water serial number is 324 x X-ray, 20 M for Mike, 2b. For bravo, AF Apple, 04840. Right, after to be FAf a four. 840.
01:00
Speaker 1
Yes, uh-huh. Right. Um, I had one on here and they came out through our, uh, people, uh, communications people with cox and, um, they said that was at the router that needed to be replaced after they checked everything out. So, um, the the guy left and said, you know, just he kept everything plugged in and when the new one came and that came yesterday. And so he said just plug them all the same plugs into what was already on the old one. Now it won't clear out for some reason. I'm doing something wrong.
02:00
Speaker 2
All right. So your Lynxis router model is EA 7200. This is the one that you could not get to connect. OK. All right.
02:00
Speaker 1
yes. yes, I did. Um, can I tell you something? When I received it, uh, I had two identical boxes, my old one. and I looked at the box to see if there was any instructions. There were nothing in with the new one I just got through Amazon. And also it had a plain label hiding another label that was on it.
03:00
Speaker 2
Your name is Alice Savage, right? Hmm, so this linksis router, you have Alice happens to be an old linksis router, uh, the model EA7200 and our system shows that this router is already out of warranty. Are you sure you just got this router new or you've already set it up? Mhm. Okay. Mhm. Okay. So this router, Linzis router EA7200, you just... Are you sure you just got this router new or you've already set it up? [silence]
03:00
Speaker 1
Uh, actually, yeah, I've got, Amazon. Pardon? Validate. I can't understand. You said to do what? okay Yeah. Oh. Okay.
04:00
Speaker 2
Did you get it? Do you have a receipt or invoice? Can you send it to us so we can validate? Yeah. Uh, we need to, uh, I will send you an email and reply to that email by attaching a screenshot of the proof of purchase or the invoice you have that shows that you just ordered these, um, we found out because our system shows that this router is already out of warranty, and apparently this router has already ended its life cycle phase. Meaning, we no longer manufacture or sell these types of router because its life ended last 2023. So if you just bought it, we need the receipt to validate the warranty status and I have to tell you the
04:00
Speaker 1
Right. My goodness. Yeah. Okay. Okay. Guess, well, guess what? I have I don't have internet. So, I can't do my email. [silence] Yeah.
05:00
Speaker 2
is active router also it's support has ended last 2005 so we no longer provide technical support with this type of router. So if you really claim yeah if you really claim that you just bought it um the best is to reply to our email by attaching a screenshot of the invoice or receipt as proof of purchase that you just ordered it because we no longer support this type of router. What I can, I see. Well I what I can suggest Alice is that since you just got it uh I think it's still eligible for returns or replacement. I suggest you return it for replacement, replace it with a new Linksys router because the router you got is an all classic Linksys router which is using an older technology.
05:00
Speaker 1
Mx Guard. Uh-huh. MX. Okay. Alright. What do you have equivalent to this one? What do you have equivalent to this, this particular one? This is the kind I had.
06:00
Speaker 2
if you wanna buy a Linksys router bet better buy the Linksys router we have the MX series try not to buy the Linksys router with the model starting with E letters or E series because the E series are old classic older router type from router you better choose Linksys router with the models starting with MX letters so MX 2000 yeah MX 2000 MX 6200 so long as the routers model starts with M and X letters MX. they are the latest Linksys router yes. so I think your router mm-hmm go on there is no equi there is no equivalent to
06:00
Speaker 1
Okay. I'm not very smart. I'm 82 years old. I don't know much about routers. Mhm. Mhm. Uh-huh. Okay, so let me write that down. You said EX EM EM
07:00
Speaker 2
That's because that router is an odd it's using an older technology. I mentioned. Uh huh. So uh uh. Uh. Yeah. So uh. Since we just got that order from Amazon. Uh it's still eligible for returns and replacement. Uh try to return it as soon as possible so you can get a replacement and better get a new replacement. The new router are not this E series type because these E series type E models from are using older technology. Better get those MX series type or networking model because they are the one that are using newer technology or Wi-Fi technology. M M for Mike X for X- MX.
07:00
Speaker 1
Okay. Okay. Okay. You're going to provide me what? Access. Okay. Okay. I appreciate it. Thank you. Okay. Thank you very much. Okay, because that's hard.
08:00
Speaker 2
theories. Yes. So, any model from Linksys that starts with MX uh they are route or that uses a new Wi-Fi technology or newer technology. You better get that. Once you get that, call us back and we'll provide you assistance for free. will. I-I'll provide you a technical support or assistance for free. I can help you, yeah. I'll help you set it up once you got the new router, okay? All right, you're welcome. And by the way, Alice, since if you still want to use the router, I'll just send you a step help article on how to set up Linksys router. You can try to set it up if it doesn't work, then you can return it to Amazon. But my best suggestion is to upgrade your router.
08:00
Speaker 1
Okay, uh, because there were no papers in this box either. The the box looked brand new. It's like it'd never been opened. So like I said, somebody hid the label on the outside of the box. Uh-huh. Okay. Right. Okay. Uh, okay. Mm-hm. All right. So that was not fair for that to happen to me. So, I, I don't know. Uh, it didn't. It said, it said new. Uh. Because I had the choice of a used
09:00
Speaker 2
Yeah. silent] You know, that may be a refurbished unit because as I've mentioned to you, our system shows that that [breath in] router is already out of warranty. So maybe the router you got is a refurbished unit. So that's why the box is incomplete. It might be a refurbished unit. Yeah. You may have, you might have to check on the purchase order on Amazon because usually when an old router is being said, they indicate if it's a refurbished unit. I think that one you got is a refurbished unit.
09:00
Speaker 1
[silence] Asker: Buula cle <start_of_audio>-er new and I hit new and then they sent it to me on the receipt saying it was new? [silence] Uh-huh. Ok, I appreciate your help. Do you have do you have my email? [silence] Asker: That's right, uh-huh [laughter]. Ok, I appreciate it. [silence] Asker: Ok, thank you. [silence] Asst./Teacher: Ok, thank you. [silence] Asker: Uh-huh. Bye [laughter].
10:00
Speaker 2
Yeah. Usually, the box should have a link to the guide or a pamphlet once you get a new accessible laptop. Okay? You're welcome. I'll send you the N of support interface networking setup guide, so you can check that out. Yes, it is analissa.savage@cox.net. Is that right? All right. So, I'll just send you the email. Okay. You're welcome. Thank you for calling linksys again, Ashley. Once again, you're welcome. Once again, this is Ivy.
10:00