V2 Rubric Detail — 1695d7f8-7bdd-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 21:28
Duration
13m 19s
Contact
Ten Jin
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#EOS00136608
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp1.79/5
Overall24.0% (-32.0)

V2 Grader Summary

The agent failed to resolve the issue and provided materially incorrect information by claiming the EA8300 was unsupported, contradicting the KB. No meaningful troubleshooting or tool use occurred, and the agent avoided guiding the customer through the router interface. The interaction resulted in an unresolved case with increased customer effort.

V1 Case Analysis

Customer unable to connect new camera to Wi-Fi; asked about MAC address filtering on EA8300. Agent incorrectly stated model is no longer supported, offered only to email instructions without verifying router access or filtering status.

Troubleshooting Steps
  • Asked for router model and serial number
  • Inquired about ISP and customer name
  • Stated MAC address filtering is disabled by default (correct per KB)
  • Suggested factory reset as a possible remedy
  • Offered to email step-by-step instructions on accessing router UI
Key Observations
  • Agent incorrectly stated at [06:00] and [09:00] that Linksys no longer supports the EA8300 model and that it no longer receives security updates. This contradicts the KB, which includes EA8300 in universal_advanced_features.md and universal_legacy_device_wifi.md.
  • Agent did not guide customer to access router UI at http://192.168.1.1 or http://myrouter.local as documented in universal_web_browser_setup.md.
  • Agent did not verify whether MAC filtering was enabled or disabled by navigating to Wireless > MAC Filter per universal_advanced_features.md.
  • Agent suggested factory reset without confirming it was necessary, contrary to KB guidance that factory reset should be a last resort (universal_factory_reset.md).
  • Agent failed to confirm whether the customer could access the router UI or had the admin password, which is critical for troubleshooting.
  • No attempt was made to verify if the camera could connect after adjusting settings per universal_legacy_device_wifi.md.
Positive Highlights
  • Correctly stated that MAC address filtering is disabled by default (universal_advanced_features.md).
  • Captured customer email (TNGJIN508@outlook.com) and committed to sending follow-up instructions.
  • Asked for model and serial number, even if collection was incomplete.
Agent Errors / Gaps
  • Provided materially false technical information at [06:00] and [09:00] claiming EA8300 is no longer supported and no longer receives security updates. This contradicts KB guidance, which includes EA8300 in multiple universal articles.
  • Failed to guide customer through correct steps to access router UI at http://192.168.1.1 or http://myrouter.local (universal_web_browser_setup.md).
  • Did not verify MAC filtering status by navigating to Wireless > MAC Filter (universal_advanced_features.md).
  • Suggested factory reset without confirming it was necessary, which is not a first-line troubleshooting step (universal_factory_reset.md).
  • Failed to confirm whether customer could access router UI or had admin password, which blocked troubleshooting.
  • Did not attempt to verify camera connectivity after adjusting settings (universal_legacy_device_wifi.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm whether MAC filtering was enabled/disabled; only offered to send an email with instructions, leaving the customer to self-serve without confirmation of success.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — agent skipped verification of router settings, did not guide customer through accessing the interface, and immediately defaulted to suggesting a factory reset or email.
R3 Not Met Correct resolution path conf 95%
Agent claimed the model is no longer supported and refused assistance without verifying support status; EA8300 is a valid model covered in KBs, and basic configuration help (e.g., MAC filtering) should still be provided out-of-warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause; did not confirm if MAC filtering was actually enabled, what error occurred during camera connection, or whether other devices could connect.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use or suggest using the router admin interface (http://192.168.1.1 or http://myrouter.local), which is the standard and necessary tool to verify or change MAC filtering settings per universal_advanced_features.md.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed the EA8300 is no longer supported and that they cannot navigate the interface. The EA series is explicitly listed in the KB (universal_advanced_features.md, universal_firmware_update.md) as a supported family for these configurations.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent failed to set clear expectations early and allowed long silences, but maintained minimal control by collecting required info and committing to send an email.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language and repeated the email address clearly, but did not confirm understanding of technical steps or adapt explanations to the customer’s confusion about MAC filtering.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent took ownership of sending an email and did not transfer the call, but avoided direct resolution by declining to guide the customer through real-time troubleshooting.
O2 Met Proactive follow-through conf 99%
Agent provided a specific next step (email with instructions) and a clear timeline ('within 10 seconds'), fulfilling follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was not overtly rude, but stating 'we no longer provide assistance' without qualification came across as dismissive; however, they followed through by offering an email, showing some level of care.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a calm tone and repeated information when needed, but did not actively adapt to the customer’s visible confusion or emotional state beyond procedural compliance.
X3 Not Met Overall experience conf 94%
Agent increased customer effort by deferring to an email instead of walking through accessible steps (e.g., logging into 192.168.1.1), creating unnecessary delay and dependency.
Call Transcript23 turns · 25 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. While waiting, you may also visit support Linksys.com for more information about your product.
00:00
Speaker 1
hello hello hi yes i'm trying to find out my connection is this is about mac address filtering and for for new new camera i'm having trouble with connecting uh connection with the wi-fi and the customer service told me to find it up here in the network settings and there's no that's not even a field silverman b parker okay let's start from scratch mm-hmm so your wireless router is having trouble connecting meaning you try connecting but it says please try again or what yeah well I can see the list of the of nearby Wi-Fi networks but I can't select my own no no not really I'm very puzzled and the person at the customer service said it's not working how to you said the person who you spoke to they said that look for the field here but you said there's no such field here for the camera and you can't connect what's that for her park okay Volodymyr see when you say that the guy customer service tell me to look for that thing in my what am i doing if you have a mac address i can check it for you please stop it can you hear me yeah but do you have the serial number and the model number right know you have a mac address no i have it but i have to struggle with the connection
01:00
Speaker 2
Hi, thank you for calling link is this is Mark. How can I help? Hello? Yes. This is Mark. Yes, this is Mark from link. How can I help? Hmm.
01:00
Speaker 1
out if MAC address filtering is either enabled or disabled, so. So this is what I think is a EAA 8300 serial number where is it? [silence]
02:00
Speaker 2
Okay. well, lemme lemme try to figure this out. What what's the model number of your Linksys router? Okay. How about a serial number? Should be [silence]
02:00
Speaker 1
uh, uh, bottom of the real router? uh, not in this in the pamphlet? File name and password. Okay. Okay. Hold a moment.
03:00
Speaker 2
print it to the bottom of it. No. No. Should be printed at the bottom of the unit. Amen. Bye.
03:00
Speaker 1
You there? [silence] Ok, you ready? Serial number 21P as peer, 10C for Charlie, 648, 11699. [silence] Internet provider.
04:00
Speaker 2
Call Bay, or call AT&T. Yes. Yeah. What was your internet service provider? [silence] local CD. Okay. Let me complete your record. What is your first and last name? create a record. So, what is your first and last name? That's how we do things here. We create a record for our customers. No.
04:00
Speaker 1
Can, be, said, as, disabled? Yeah. What, what? Yeah. Uh-huh. What does that mean?
06:00
Speaker 2
So, if if you doubt, we no longer provide assistance. Uh we can no longer navigate you to logging into its interface to confirm if those items are enabled or not. But uh if you have doubts that it's enabled, then I think the option is for you to reset it to factory settings. No problem. I'm pretty sure by default, Mac address filtering is disabled.
06:00
Speaker 1
reset my router or what what do I have to reset a so so what do you suggest since this it has to be you cannot tell me uh from this model number usually eey at least it's uh it set as a disable or able from the start.
07:00
Speaker 2
the lynx is router. uh... [silence] i think it's disabled. yeah by default Mac address filtering is disabled. you can actually try to test let's say using your phone uh...
07:00
Speaker 1
So, there is a way to check by going to some, uh, using computer or a cell phone, anything. Can you tell me how? I'm at the desktop. Is that, does it work? Uh, is it easy or difficult?
08:00
Speaker 2
or another device, not the camera. Try to connect it. If it connects, then that means that Mac has been filtering it. Disable. Yeah, you can use your computer to log onto the interface of the router. What I can do instead is to send you an email on how to do it. It should be easy. Well, as mentioned earlier, we no longer provide assistance with this model. So, we cannot provide. Yeah, it's just yeah, we no longer provide assistance. This model is no longer receiving updates for security reasons.
08:00
Speaker 1
And I need disable. Okay, you've been so nice. So can you at least, I have to do so many other things for this. I've been trying to do to use new camera. Would you be able to send email as you mentioned? I'm going to start that way first. Yes, email is TNG 508. TNGJIN508@outlook.com.
10:00
Speaker 2
You just have to click buttons once you're logged in to the interface. Hmm. Yeah, if I have your email, So what's your email then? Yeah. Oh.
10:00
Speaker 1
Yes, please. Yes. yes I'm sorry JJ J for Jack T-E-N J yes yes Exactly at outlook.com and I will receive on desktop it's okay right and I can work
11:00
Speaker 2
Let me repeat that. T for Tom. Yeah, that's T for Tom, E for Echo, N for Nancy, Z for Zero, I for Indigo, N for November, 508 at outlook.com.
11:00
Speaker 1
On this desktop, where I'm going to receive email, right? Then I can work on on this desktop computer, right? Okay. Right. You say it's not difficult. Okay, I I try. And if I have a problem, I will call this number again. Hopefully it works. Do I see your name on the email? Oh, okay. That's great.
12:00
Speaker 2
Yeah, once we end this call, I'll create an, I'll draft an email and then send it to you. Yeah, using your desktop computer. Just follow the instructions. Should not be difficult. Okay. All right. Yeah. My name should reflect on the email. [silence] [silence]
12:00
Speaker 1
so how long does it take to send email? Okay. That's a perfect thank you so much. Okay. Have a good day. Thank you. Bye.
13:00
Speaker 2
Uh, just give me-within 10 seconds. I'll should be able to send it to you. All right. You're very much welcome. You as well. Bye.
13:00