V2 Rubric Detail — feeb5f4c-8069-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 16:26
Duration
6m 46s
Contact
989-379-2304
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137293
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support EA7500

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall38.1% (-17.9)

V2 Grader Summary

The agent correctly identified the EA-7500 as end-of-support but failed to conduct meaningful troubleshooting, provided inaccurate future support dates (August 9, 2025), and offered no empathy or effort reduction. While the decision not to escalate was appropriate, the interaction resulted in no resolution progress and left the customer with unresolved frustration. Critical technical inaccuracies (T3) were confirmed by Assessment 3 against KB guidance.

V1 Case Analysis

Customer with EA-7500 (serial 18L20S06701644) reports no internet, solid red LED after power outage. Device is end-of-life and out of warranty. Agent incorrectly stated support ends August 9, 2025 (KB states lifecycle ended August 10, 2020) and performed no troubleshooting. Suggested connecting PC directly to modem but did not guide through execution. Offered self-help article and recommended upgrade. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and identified model EA-7500
  • Informed customer of out-of-warranty and end-of-life status
  • Suggested connecting a PC directly to the modem to verify internet
Key Observations
  • Agent failed to perform basic troubleshooting steps (power cycle, WAN cable verification, router reboot) despite KB requiring it for no-internet issues.
  • Agent provided factually incorrect support end date: stated support ends August 9, 2025 — contradicts KB which states lifecycle ended August 10, 2020. This is a serious accuracy failure per KB validation.
  • Suggested direct modem test is valid per KB, but agent did not guide customer through execution or interpretation, leaving the suggestion unvalidated.
  • Email address was mishandled (agent repeated 'kapala 17518@g' instead of 'kapala-758@gmail.com').
  • No empathy or acknowledgment of customer frustration expressed; tone remained transactional.
Positive Highlights
  • Correctly identified the router model (EA-7500) from the serial number.
  • Collected and confirmed the serial number accurately using phonetic spelling.
  • Correctly informed the customer that the device is end-of-life and out of warranty based on model age.
  • Suggested a valid first step: testing internet directly at the modem to isolate upstream issues.
Agent Errors / Gaps
  • Provided factually incorrect support end date (August 9, 2025 vs. KB's August 10, 2020), constituting a material accuracy failure.
  • Failed to follow standard no-internet troubleshooting flow (power cycle, WAN check, reboot) as required by KB.
  • Did not verify that the customer could reach the modem directly or that the modem had internet — left suggestion unvalidated.
  • Mis-spelled/unclear handling of the customer's email address.
  • No escalation or concrete next-step beyond a generic article — failed to offer any actionable self-help path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not restore internet connectivity; only offered a self-help article and suggested buying a new router without verifying resolvability.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested testing internet directly at the modem (valid first step), but skipped key troubleshooting steps like power cycle, cable check, or router UI access.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the EA-7500 as out-of-warranty and end-of-support, recommending upgrade per policy, but provided inaccurate support end date (August 9, 2025, a future date).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (solid red light) and asked about outages, but failed to ask key diagnostic questions (cable status, prior reboots, admin UI access).
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used — agent did not guide customer to router admin UI, check firmware, or offer remote session despite applicability.
T3 Not Met No misinformation conf 95%
Agent claimed support ended on 'August 9, 2025' (a future date) and relied entirely on a generic self-help article without accurate technical guidance from KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced themselves and collected information but failed to set expectations, frame the interaction, or guide the troubleshooting flow after initial suggestion.
C2 Partially Met Confirmed understanding conf 85%
Agent used basic language but did not adapt to the customer’s frustration, confirm understanding of steps, or check comprehension after instructions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent owned the case (no transfer) and committed to sending a self-help article, but offered no resolution path ownership or follow-up beyond self-help.
O2 Partially Met Proactive follow-through conf 85%
Agent stated they would send an article but provided no timeline, ownership, or confirmation of receipt; no concrete next step for the customer beyond reading.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain or reference.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — device is end-of-support; agent reasonably chose not to escalate given product status and available self-help path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; category fully N.A. per rubric rules.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent gave no empathy or acknowledgment of the customer’s frustration about repeated efforts with ISP and travel disruption; entirely transactional tone.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, scripted delivery and did not adjust pace, tone, or engagement level despite customer’s evident stress and confusion.
X3 Not Met Overall experience conf 95%
Customer was left to independently locate, interpret, and apply self-help content without agent-led steps or simplification, increasing effort.
Call Transcript10 turns · 12 lines
Speaker 1
Okay. Yeah, hi, um, I was just talking with my, uh, internet company Spectrum, and they are saying that I needed to call you because if they feel their equipment, their modem is working and we have signal, so they're thinking that it's the router. So they gave me your phone number to call. Yeah. Um,
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. [silence] Thank you for calling Linksys. This is Ice, how can I help you? [silence] Okay. I see. Can you provide me first the serial number of your Linksys product? [silence]
00:00
Speaker 1
serial number one eight L 20 s 06 701 644. yes, yes, Uh-huh. yes. yes. okay. and that spelled K-A-Y-E.
01:00
Speaker 2
All right. I'll say it again. The serial number is one eight L for Lima, two zero S for Sam, zero six, seven zero one six four four. Is that correct? All right. So, your Linksys router model is EA-7500. And this is the only Linksys router you have? No, I don't. All right. I'll create first a record for you, ma'am. May I have your name?
01:00
Speaker 1
K-A-P-A-L-A. K-A-P as in Paul, A-L-A. Email address is K-A-P-A-L-A-758 at gmail dot com.
02:00
Speaker 2
Okay. And your last name is? Kay-at-uh Kapala Alright, thank you, Kay. Uh, what about your email address, Kay? So it's your last name, kapala, 17518@g
02:00
Speaker 1
Yes. Who? Uh-huh. Yes. Yes, there was, Mm-hmm. Yes, there was about a week ago, and we were out of town. We just got home and we and uh, we don't have internet. Uh, it's just white on top. I thought on top it's white. Oh, where's the white, just the name? Yeah. Just the name lights up on the top. It doesn't blink, but when it doesn't work, it blinks. And right now it's not blinking. So it's like it's working.
03:00
Speaker 2
um gmail.com dots there at right you mention your internet service provider was spectrum so there was no internet outage or power outage are Joe. So your router light uh is showing a solid red light. [silence]
03:00
Speaker 1
But Spectrum is saying yeah and Spectrum is saying it's not it's not them. It's this.
04:00
Speaker 2
So, maybe the power, the power outage got your router disconnected, or maybe it's the Spectrum Internet box that has the issue. But to verify that you really have an Internet connection coming from your Spectrum Internet box, or the modem, If you have a computer, a desktop computer, you could connect it directly to your Spectrum modem, or Internet box, to verify that there's really an Internet coming from your modem. Now, I have to inform you also, okay, that your router, apparently, this model is an old model from Linksys. It has already expired. Rotor warranty. Its warranty status expired last October 25, 2018. And this router lifecycle phase has already ended. Its life ended last August 10, 2020 meaning we no longer manufacture or sell this type of router. It's an old router, it's using newer technology and also its support ended last August 9, 2025 meaning we no longer provide technical support or assistance with regards to this router. What I can provide is to send you a self help article for end of support Linux router as the article has all kind of self help to configure your router or setting it up again. That's the only thing. i can provide you and i recommend that you upgrade your router as this router as i've mentioned is an old router. It's still using an older technology but that router is still working. Um maybe as i've mentioned it got disconnected when you had a power outage. So you may have to set it up again or configure the router. Um i'll be sending the self-help article and the support home networking setup guides so you can just follow the guidelines on there. Okay? Thank you for calling Linksys. Okay. Take care. Have a great one. Goodbye.
04:00