V2 Rubric Detail — fb971202-7a1d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 16:07
Duration
6m 13s
Contact
Nina Paul
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00136194
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any troubleshooting and incorrectly claimed the EA7200 was out of support based on a date not found in the KB. No resolution, next steps, or empathy were provided, leaving the customer stranded during a critical emergency.

V1 Case Analysis

Customer reports no internet on EA7200 after power outage; agent incorrectly stated product support ended in 2025 and provided no troubleshooting; call ended unresolved.

Troubleshooting Steps
  • Attempted to locate account using serial number
  • Checked product support status (incorrectly concluded support ended in 2025)
Key Observations
  • Agent did not perform any basic troubleshooting (power cycle, LED/WAN check, modem verification).
  • Agent incorrectly stated EA7200 support ended in 2025, contradicting KB guidance (EA series support is ongoing).
  • No resolution provided despite customer urgency (wildfire emergency context).
  • Customer left frustrated with no functional path forward.
Positive Highlights
  • Attempted to create a support ticket.
Agent Errors / Gaps
  • Failed to perform standard troubleshooting for no-internet scenario (power cycle, LED/WAN check, modem verification).
  • Incorrectly stated EA7200 support ended in 2025, which is factually wrong per KB.
  • Offered to email a guide despite customer having no internet access.
  • Did not set clear next steps or escalation path for urgent issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered no resolution path beyond sending a guide, which the customer cannot receive due to no internet. Issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., power cycle, LED check, WAN connection test) were performed or suggested.
R3 Not Met Correct resolution path conf 95%
Agent cited end-of-support status without attempting best-effort troubleshooting (e.g., factory reset, firmware check, physical inspection), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms (e.g., LED state, WAN status), ask diagnostic questions, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., admin UI access, remote diagnostics, logs) were used or suggested despite the need for technical investigation.
T3 Not Met No misinformation conf 90%
Agent claimed support for EA7200 ended in 2025; however, the provided KB contains no such end-of-support date for this model. Furthermore, the agent provided no actionable technical guidance.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to frame interaction, set expectations, or maintain control; call devolved into abrupt disengagement.
C2 Not Met Confirmed understanding conf 95%
Agent used scripted, transactional tone without adapting to customer’s distress or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—created a ticket but offered no follow-up plan or accountability.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timelines given; customer left with no actionable path forward.
O3 Not Applicable Closure confirmation conf 90%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and, due to lack of troubleshooting, no valid escalation trigger was established.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent failed to acknowledge customer’s frustration, trauma (fire risk), or urgency; no empathy expressed.
X2 Not Met Tone & rapport conf 95%
Agent maintained rigid, unresponsive pace and tone despite customer’s emotional state and repeated distress cues.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial/model info; agent did not streamline data collection or reduce effort.
Call Transcript11 turns · 11 lines
Speaker 1
No, I fucking can't. I I've been spending about two and a half hours on this with my internet provider and I'm super frustrated. Um, the power went out last night and ever since then, the power's been restored and it has not been intermittent and I cannot connect to Wi-Fi. And they're telling me there's no problem on their end. It's getting signal, the router's getting signal and nothing is working. I have to
00:00
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] Thank you for calling linksys, my name is Gerald Dupinol. So, Good afternoon. How are you? Are you ready to go? First, let me check and Order your account, can you verify your information first? What is your full name, residential address and your year of birth? I will double check your information, serial number then we will proceed. Please hold the line for a moment. I will transfer the call
00:00
Speaker 1
the fi symbol on my phone and I've reset it. I've unplugged it. I've done every possible troubleshooting thing that you can think of and I have the Wi-Fi logo on the phone but it says no internet connection and I'm sitting here on a landline that doesn't, that's not cordless and that doesn't have speaker phone and every hour that goes by I'm just wasting more time and I'm not able to work. I live in the mountains. I have a smell of smoke in the air. I cannot get any... I can't look at the fire app. I can't get any kind of neighborhood emergency notification because I have no internet. So this is really a bad... and they tell me they can't get anyone out here for a week to look at it. So I'm hoping that you can help. The model number is EAA7200 and I have to put the phone down and go right down the serial number because I can't
01:00
Speaker 2
Let me see what I can do. Can you give me the serial number and model number of that?
01:00
Speaker 1
yes. so the serial number is 32X2. I don't know if it's a zero or an O. and then M2AB02002. it's Nina Paul. I'm not sure if it's registered under my name or my partner's name. his name is Baron Savig. I don't know who's attached to it. Paul, P-A-U-L. if it's not coming up, then it's Savig. S-A-V-I-G. if it's me, it's ninal63@ gmail.com. I might have you
03:00
Speaker 2
Yes, can you hear me okay? Got it. And what is your... First and last name. [silence] [silence] How about your first name? How about your email address?
03:00
Speaker 1
a different one that I don't longer use. Can you confirm whether it's coming up under my name or his name. Well, we have we have the link sys router and one of us brought it and one of us so I don't I don't know what to tell you. Can we just troubleshoot it without having to get like my blood type or my firstborn child or anything like that? We have the product. We've been using it for probably over 10 years and it's not work.
04:00
Speaker 2
I tried to check if there's a record, but no, there's no record right here. I'll probably just create a ticket. All right. Um, let me check the tomato number real quick. Okay.
04:00
Speaker 1
Oh, kate. You can't, you can't send me anything because I have no internet. I can't receive anything. Well, that sucks. So you have to buy a new router every few years because [silence] You can't send me anything because I have no internet. I can't receive anything. Well, that sucks. So you have to buy a new router every few years because [silence] [silence] You can't send me anything because I have no internet. I can't receive anything.
05:00
Speaker 2
All right, I understand. So, regarding this one problem might be related to the firmware or something else. I checked the model number right here, but the support of this already ended 2025. So that means we cannot support this model type of model number EA 7200. What I can do is I can send you the guide on how you can troubleshoot it. I have your email right here. I understand, but that's the least I can do right here because we don't support this one anymore. [silence]
05:00
Speaker 1
Tech support doesn't, you don't support a product that you made. Okay, I got to go. Thank you for nothing. Don't take it personally, but I'm just so frustrated with everything right now. Goodbye.
06:00