V2 Rubric Detail — 14d1fb96-794d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:12
Duration
7m 19s
Contact
Shauna Tennington
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#EOS00135981
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA7500v2

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-27.7)

V2 Grader Summary

The agent failed to troubleshoot the router admin password issue, provided technically inaccurate information (wrong login URL, false cloud discontinuation claim), and offered no resolution path beyond purchasing a new router. Despite the model being out of warranty, best-effort support was expected but not delivered, resulting in an unresolved and poorly handled interaction.

V1 Case Analysis

Customer unable to log into EA7500 V2 router admin interface; agent incorrectly stated router is end-of-life and cloud services discontinued, no password-reset guidance provided.

Troubleshooting Steps
  • Collected model number (EA7500 V2) and serial number (06710814).
  • Informed customer the router is end-of-life and suggested upgrading.
Key Observations
  • Agent falsely claimed Linksys cloud services are discontinued for EA7500 V2 (contradicts KB: linksys_cloud_account.md, which confirms cloud access is available for supported models).
  • Agent incorrectly stated the router is unsupported and end-of-life, when local access and password recovery remain fully functional per KB (ea_series_password_login.md).
  • No attempt was made to guide the customer through the documented EA-series password-reset procedure (factory reset or recovery-key method).
  • Agent conflated end-of-firmware updates with end-of-support, leading to premature upgrade recommendation without troubleshooting.
Positive Highlights
  • Politely greeted the customer and collected the correct model and serial number (transcript [02:00]–[03:00]).
  • Maintained a calm and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrectly claimed linksyssmartwifi.com and cloud services are no longer available for EA7500 V2 (transcript [05:00]; contradicts KB: linksys_cloud_account.md).
  • Falsely stated the router is end-of-life and unsupported (transcript [05:00]; contradicts KB: ea_series_password_login.md, which confirms local access and password recovery are available).
  • Failed to provide any password-reset steps for EA series routers, despite documented procedures in KB (ea_series_password_login.md).
  • Did not verify whether the customer could access the router locally via http://myrouter.local or http://192.168.1.1 (KB: ea_series_password_login.md).
  • Misrepresented the support status of the device, leading to customer frustration and brand dissatisfaction.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the password issue or provide a valid workaround; instead suggested replacing the router without attempting recovery steps.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps were taken—agent skipped diagnostic questions about password recovery, local login, or recovery key and immediately declared the model unsupported.
R3 Not Met Correct resolution path conf 93%
For an out-of-warranty device, agent should have offered best-effort troubleshooting (e.g., factory reset, recovery via recovery key), but instead dismissed support entirely.
Technical Accuracy
T1 Not Met Technically accurate info conf 91%
Agent failed to identify symptoms (e.g., forgotten admin password vs. cloud login issue) or ask relevant diagnostic questions; jumped to conclusion about EOL status.
T2 Not Met Appropriate tools / resources used conf 89%
No tools used—agent could have guided customer to local login at http://192.168.1.1 or recovery via recovery key, but did not reference any KB or procedure.
T3 Not Met No misinformation conf 95%
Agent claimed cloud services no longer work for this model and directed user to myrouter.local; however, ea_series_password_login.md confirms remote access via linksyssmartwifi.com is available on EA models (though not all), and universal_password_login.md lists http://192.168.1.1 as the primary local access for EA series.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectations about EOL status but failed to guide the interaction toward resolution; call ended abruptly after upgrade suggestion.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple language but did not adapt to customer’s confusion or verify understanding; missed opportunity to clarify difference between cloud and local login.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership—immediately deflected to product replacement rather than attempting any resolution path for the reported issue.
O2 Not Met Proactive follow-through conf 92%
No next steps provided—customer was left with no actionable guidance other than buying a new router.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was within L1 scope but mishandled.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy for customer frustration; response was transactional and dismissive when customer expressed dissatisfaction.
X2 Not Met Tone & rapport conf 88%
Agent did not adjust tone or pace to customer’s emotional state; continued pushing upgrade despite clear frustration and disengagement.
X3 Not Met Overall experience conf 93%
Customer effort increased significantly—agent offered no self-help path (e.g., recovery key, factory reset) and forced consideration of new purchase.
Call Transcript13 turns · 14 lines
Speaker 2
welcome to lynx systems 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.lynxsys.com for more information about your product. [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] Hey, hello, um, hold on, hold on just a second. I'm trying, I was online trying to set up an account and when I put my password in, it told me that it was the wrong password.
01:00
Speaker 2
Hi, thank you for calling Linksys. My name is Van, and I'll help you today. Hi there. What's the problem?
01:00
Speaker 1
Are you saying it might be? I'm not sure. I've had this router for a while and I was trying to set up an account, so I could have like two lines, one of five G and then the other a 2.4. Uh the L I N K S Y S. Let me give that. Is it a 510-195-70?
02:00
Speaker 2
When you mentioned about an account, is it binded with an email as well? [silence] What website were you trying to access? [silence] Okay, thank you so much for that one. And may I know what's the model of your Linksys router? [silence] Can you double-check underneath the router? There should be somewhere that says "model".
02:00
Speaker 1
I see a, oh, I'm sorry, very top. E-A seven five zero zero V2. Yes. L-too. L-Too. eight L,-two zero S zero six seven one zero eight one four. Correct. Shawna Pennington. Yes. [silence]
03:00
Speaker 2
Once again, it's an EA-7500 version 2. And what's the serial number for it? Mm-hmm. Mm-hmm. To confirm, was it 18L like Larry? 20 S like sugar. 06710814. Thank you. And may I ask to whom am I currently speaking with as well? Shawna Shingleton.
03:00
Speaker 1
Yes, that is correct. I did give it my email. I was setting up a new account and then it asked for my router password. And when I typed it in, it says, "sorry, that's the incorrect password." And it will not let me go back or do anything to change it. And I really don't want to reset the password.
04:00
Speaker 2
Thank you so much. Let me quickly double check everything on my end. So you mentioned you tried to sign it in on link aujourd'hui.com. Is that correct? And when you tried to sign it in, was it asking you for both a an email and a password? I see. I see. Thank you. Thank you so much for that one. So, in terms of trying to set up an account for this model, I'll set your expectations. The router, or specifically, linksys.com no longer works since we are no longer using any cloud services, which also links the linksys.com website. In order for you to access your Linksys router, it needs to be done locally by searching instead myrouter.local. Before any further assistance may also start, I'll set your expectations as well, Shana, that this specific model, the EA7500, has already been considered as an end of life and an end of support router. We no longer provide any assistance for this specific model, and it also no longer receives any update in terms of firmware or any security changes. Much as possible, we do highly encourage you to at least consider [silence] upgrading [silence] to a model with [silence] continues support.
04:00
Speaker 1
But it works fine.
06:00
Speaker 2
upgrading or replacing it with a newer model instead?
06:00
Speaker 1
Get another router. But it's definitely not going to be a Linksys. Alright. Thank you for your help. Goodbye. Yeah. Thanks. Bye.
07:00
Speaker 2
I see. All right, thank you so much for calling Linksys. Take care and have a great day.
07:00