V2 Rubric Detail — 18f66f40-6133-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-05 23:05
Duration
27m 38s
Contact
Daniel Melendez
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132501
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA9500 v2_Reconfiguration of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall18.6% (-7.5)

V2 Grader Summary

The agent failed to resolve the static IP configuration request, provided factually incorrect information about the EA-9500’s DHCP capabilities, and prematurely terminated support by citing lack of free assistance. While some basic troubleshooting concepts were mentioned, no actionable steps were delivered, and the customer was left without a path forward, resulting in an unresolved outcome.

V1 Case Analysis

Customer (EA-9500v2) attempted static IP setup pre-internet. Agent gave incorrect technical guidance, failed to assist, and closed call directing to AI tool. Issue unresolved.

Troubleshooting Steps
  • Collected model number (EA-9500v2) and serial number (17A20J08902064) [20:00].
  • Asked for customer name, email, and location [22:00–23:00].
  • Incorrectly stated that ISP subscription is required for configuration [21:00].
  • Gave incorrect technical advice about DHCP server absence and IP range rules [25:00].
Key Observations
  • Agent incorrectly claimed EA-9500v2 has no DHCP server [25:00], which contradicts KB and prevents proper configuration.
  • Stated router cannot be configured without active ISP subscription [21:00], which is false—local admin access does not require internet.
  • Failed to provide correct local UI URL (myrouter.local or 192.168.1.1) despite customer needing access.
  • Serial number was clearly provided [20:00] but ignored—no warranty check or case creation followed.
  • Call ended abruptly without confirmation of understanding or next steps beyond AI tool referral.
Positive Highlights
  • Collected customer name (Daniel Melendez) and email (dapphoneman@gmail.com) accurately [22:00–23:00].
  • Correctly identified the model number as EA-9500v2 after customer spelling [20:00].
  • Attempted to gather contact information for case creation, though no case was recorded.
Agent Errors / Gaps
  • Incorrect claim that EA-9500 lacks a DHCP server [25:00].
  • Stated router cannot be set up without an active ISP subscription [21:00].
  • Failed to give the correct local admin URL (myrouter.local or 192.168.1.1).
  • Did not verify or use the serial number provided [20:00] for warranty or case lookup.
  • Prematurely terminated support by stating free assistance could not be provided, contrary to policy for basic triage.
  • Gave misleading advice about IP address ranges being outside DHCP pool without context or model-specific validation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended call by directing customer to website AI tool without resolving static IP setup or confirming any configuration.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent advised accessing router UI and mentioned IP range considerations, but provided no step-by-step guidance or verification process.
R3 Not Met Correct resolution path conf 96%
Agent claimed no free support available without verifying warranty status or offering best-effort troubleshooting for out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify root cause, skipped diagnostic steps, and failed to explore customer's actual setup environment or error details.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote session, admin UI walkthrough); relied solely on verbal description despite need for UI verification.
T3 Not Met No misinformation conf 98%
Agent falsely stated EA-9500 has no DHCP server due to being a 'continuous cabinet roll-over router,' which is not a real product category.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent attempted to gather info and explain limitations but lost control when customer disengaged; ended abruptly without closure.
C2 Partially Met Confirmed understanding conf 90%
Used some technical terms without simplification, but did attempt to rephrase setup steps in basic language.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent relinquished ownership by stating 'we can no longer provide free technical assistance' and deferred to website.
O2 Not Met Proactive follow-through conf 95%
No clear next steps given beyond visiting support.linksys.com; no timeline or follow-up commitment established.
O3 Not Applicable Closure confirmation conf 99%
First contact with no prior history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted given the customer’s pre-ISP setup scenario.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent apologized once and acknowledged customer's situation, but overall tone remained transactional and lacked genuine empathy.
X2 Partially Met Tone & rapport conf 89%
Agent maintained pace and repeated key points, though communication style remained inconsistent with frequent fillers.
X3 Not Met Overall experience conf 95%
Customer repeated model number and personal details unnecessarily; agent collected non-critical info before addressing core issue.
Call Transcript19 turns · 20 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Hello Carla, how are you doing? I got a Linksys AC 2150. Do I need to be connected to the internet to program it? [silence] Hello Carla, how are you doing? I got a Linksys AC 2150. Do I need to be connected to the internet to program it?
18:00
Speaker 2
you for calling links this is Koyla. How may I help you? Okay. And how may I help you today, sir? No, sir. You can actually um set it up without internet uh uh but as long as there is an active internet connection from your [phone]
18:00
Speaker 1
I don't have an internet connection. I need to program it for where I'm going to take it to. I need to put a static IP address in there, but do I have to have it connected to the internet to program it? Doesn't it? Yeah, it gives me an error. It says I need to update. It's not compatible with my uh, I okay I've got two of them. Let me. Let me give you this one at a time. [silence]
19:00
Speaker 2
modem. Okay? Um, so your main concern right now is no internet connection using your or internet. Um, no, sir. If you're just going to assign a static IP to it, all you need to do is just access the user interface of the router and input that IP IP settings that you have. Um, do you want to set up as the internet configuration is static, right? Okay. Um, so, you may know the model number and serial number of that [linksys] device. You can check it on the product itself.
19:00
Speaker 1
This is a. Do you need the model number? It's an EA-9500v2. It's EA, Echo, Alpha, 9500, B Savo. 17 Alpha 20. Alpha 20. J as in Juliet, 08, 902, 064. [silence] Right. [silence] You're right. [silence] Yep. [silence] I don't have internet yet. [silence] I don't have it yet. [silence] That's why I'm telling you I need to program it before I get it. [silence] No, I'm not good. [silence] Uh I know I'm not [silence]
20:00
Speaker 2
0 68? Did I get it right? And the model number is EA9500 version 2. okay. And then, Was your internet service provider? You don't have any subscription? From a provider? because even if you program this router, sir, if you don't have a subscription yet from a provider, this router still won't work. You must have an active subscription first.
21:00
Speaker 1
I'm going to have internet soon till it gets here, I just need to program it first. Can you tell me if I have a lynkys account? Let me see what we'll go to and then I'll tell you what it says. It's Daniel Melendez, a 5 50 5 two three 3 0 3 3. It's Daniel Blende.
22:00
Speaker 2
no need to get a Linksys account sure. all you to do is you can just access the user interface of the router and then input those Wi-Fi or IP settings that's given you by your provider [silence] okay so can i have the uh can i have also your phone number to create a record? uh huh. and how about your first name and last name? Daniel Milendez
22:00
Speaker 1
Then, yep, m-E-L-E-N-D-E-Z. It's uh-b-a-l-k-t-A-ra-Rapha the phone, the phone man at gmail.com. The phone man at gmail.com. The T-H-E stone, P-H-O-N-E man, m-A-N at gmail.com. Yep. [silence]
23:00
Speaker 2
alright, how about your email address? Uh, I'm sorry? D-A, um, so, I do apologize, but I can barely hear you, your email again is D for David and then a for Apple? And then, okay, so that's dapphoneman@gmail.com, okay, thank you, and you're calling from Canada, sir, or USA? Uh, yeah,
23:00
Speaker 1
do you have your
24:00
Speaker 2
You're calling from the US? All right. So again, you haven't have a subscription from a provider, from an internet provider, right? So these settings that you want to program in the router, is that provided by your company where you want to subscribe, or you just have this in your own? Was this working before, sir, or first time to start up?
24:00
Speaker 1
No worse first time to set up. Uh, when I tried to log into it, it says that the router was not successfully set up and then tells me to default it and I defaulted and I defaulted and still nothing. And how do I do that? [silence]
25:00
Speaker 2
[DOWNWEIGHT] Okay, because um again sir um if you want to set it up using the IP settings only that you have, all you need to do is just access the user interface of the router, okay? And then after that, you're going to okay. So here's the thing sir uh before we uh do any troubleshooting on the router, let me just inform you about the router that you have. Um, there is no built-in DHCP server on that router because it's a continuous cabinet roll-over router sir and also the IP address that you should set when configuring that router should always be outside the range that you have. So if we update you um if the DHCP range that you have in managing this router is from 10 to 50, sir, so the IP address that you will configure should be less than 10 and greater than 50 sir depending on the base IP that you have that side of the router. So again, before we can proceed to the troubleshooting, please double check your network range or configuration that you have in your network so that we can avoid IP duplicity issue when troubleshooting sir.
25:00
Speaker 1
[silence] Okay. [silence] I bought it. [silence] Okay. [silence] Okay. Okay. Good enough. All right. Thank you. Appreciate you. [silence] You have a good day. Thank you. [silence]
26:00
Speaker 2
in this case we can no longer provide free technical assistance for your EA 9500. Mhm. Okay. You can visit our website sir that's support.linksys.com. There's an AI tool there, a linksys AI tool, where you can also take advantage of it. You can send questions to the AI
26:00
Speaker 1
All right. Good enough. Thank you. Appreciate you. Sure. All right. Thank you. Bye. No.
27:00
Speaker 2
is a tool that will also guide you or give you instructions on how to configure the settings of your router using that settings provided to you. Okay. You're welcome. Sorry. So, thank you for calling linksys. This is Carla. Have a great day, to you. All right. Goodbye. Hello, sir.
27:00