V2 Rubric Detail — 1ceb8cd2-7486-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 13:17
Duration
5m 21s
Contact
Patel
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00135295
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: General Inquiry_EA9500v2

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall52.7% (-3.3)

V2 Grader Summary

The agent provided technically accurate instructions for a factory reset (20 seconds) and correctly identified the EA9500 V2 as discontinued. However, the agent failed to use any diagnostic tools to isolate the root cause and ended the call without confirming if the reset resolved the issue.

V1 Case Analysis

Customer unable to get Wi-Fi on EA9500 V2 after factory reset; agent advised another reset, incorrectly claimed device is discontinued, and suggested purchasing a new router; issue not resolved.

Troubleshooting Steps
  • Advised full factory reset (hold reset button 20 seconds).
  • Suggested treating the router as a brand-new device after reset.
  • Recommended purchasing a newer router (MBE7000) as a replacement.
Key Observations
  • Agent incorrectly claimed the EA9500 V2 is discontinued and no longer supported by Linksys — this is false; Linksys continues to provide firmware updates and KB support for legacy devices including the EA series.
  • No verification of WAN status, SSID broadcast, or post-reset connectivity was performed after advising a factory reset.
  • Agent failed to collect serial number or case number, and did not check warranty status despite clear signals the device is out of warranty.
  • Agent did not perform basic troubleshooting steps such as checking Ethernet connectivity, power cycling the modem, or accessing the web interface at 192.168.1.1.
  • Agent maintained a polite tone and provided a clear instruction for the reset procedure.
Positive Highlights
  • Maintained a polite and professional tone throughout the call.
  • Provided a clear, step-by-step instruction for performing a factory reset at [02:00].
  • Correctly identified the product model (EA9500 V2) based on customer input at [01:00].
Agent Errors / Gaps
  • Incorrectly stated that the EA9500 V2 is discontinued and no longer supported by Linksys — contradicts Linksys support policy and KB documentation.
  • Failed to verify whether the router's WAN connection or Wi-Fi broadcast was restored after the reset.
  • Did not perform basic post-reset troubleshooting such as checking LED status, accessing http://192.168.1.1, or confirming SSID visibility.
  • Did not collect serial number or case number, missing opportunity to document the interaction.
  • Ended the call without confirming whether the issue was resolved or offering any self-help resources.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent instructed factory reset but did not confirm resolution; call ended without verification that Wi-Fi was restored.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model and suggested reset but skipped key diagnostics like checking WAN status, LED indicators, or cable integrity.
R3 Met Correct resolution path conf 95%
Agent correctly identified EA9500 V2 as discontinued and offered best-effort troubleshooting (reset) while suggesting a modern replacement (MBE7000).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (no Wi-Fi) and model but did not probe root cause (e.g., modem sync, ISP outage, physical damage).
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools: agent did not guide customer to check router UI (192.168.1.1), test wired connection, or verify modem status despite diagnosable scenario.
T3 Met No misinformation conf 95%
Factory reset duration (20 seconds) and discontinuation status of EA9500 V2 are factually correct per KB (universal_factory_reset.md).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but failed to set expectations about reset process, reconfiguration steps, or potential outcome.
C2 Partially Met Confirmed understanding conf 80%
Language was simple but lacked comprehension checks; customer repeated confusion about reset steps and product age.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and provided actionable next steps despite product obsolescence.
O2 Partially Met Proactive follow-through conf 85%
Next step (factory reset) was given, but no timeline or follow-up plan was established; customer left without confirmation path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope for discontinued device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged customer’s comments politely but used minimal empathy; did not validate frustration over aging hardware.
X2 Partially Met Tone & rapport conf 75%
Agent responded to customer’s tangents but maintained neutral tone without adapting to emotional cues or confusion.
X3 Not Met Overall experience conf 85%
Customer was directed to perform full reset and later purchase new hardware, increasing effort without agent-side actions or simplification.
Call Transcript9 turns · 10 lines
Speaker 1
yes sir My name is Shok Peter and I have a like uh router with two different networks, huh? [silence] Yes sir, my name is Ralph Chester and I have a problem in my network or like a router with two different networks, huh? Linksys router, and its Wi-Fi doesn't work. I I tried to reset button and after they're not working. I don't know why. Okay. Okay. Is model number uh okay is BE sorry EA9500 V2 TEA9500 yes, sir. No, uh I have a connect with my modem like a fiber optic. They work before fine. And uh I think it's 10 years old, but uh I I reset the like a factory reset because it's not work uh the guys say fiber optic doesn't uh work with uh
00:00
Speaker 2
I see. What's the model of your router? E9500 V2, is that correct? What kind of troubleshooting steps have you done as well? You mentioned you rebooted. Is there any other things that you tried to perform?
01:00
Speaker 1
The link is they're playing Game, you know? and as he said just reset back side and I just pulled the like a small pin and put the after they're not working any Wi-Fi. is not showing Internet connection. I put the hard wire in a back. Okay, go ahead, sir. V2 yes, sir.
02:00
Speaker 2
Uh just to confirm is the model number of your router and e E A9500? Thank you so much. So Sir Patel, upon the checking your network and as in terms of your current problem for the router, you might need to perform a complete factory reset by holding the reset button for 20 seconds so that you can set it back up from scratch, treating it like it's your first time having the router at all. However, the router that you currently own is unfortunately no longer being supported by links. It's already considered as a discontinued product.
02:00
Speaker 1
Okay. No problem. Sir. Okay. Just, I put the 22. Yeah. Punch button, right? Okay. No problem. Okay. No problem. and so, thank you very much. Because the Linksys, my home and work is nice in a, I tried like a $300 one. I have Eero, but it's not Linksys product is best. You know, people this is a 10 years, but still market, sell like $200, you know, like a 2021. DP Link, yeah. Thank you very much. Appreciate. you know. Is a any any new router, the coming in market same like I need 2.4 gigs and 5 gigs.
03:00
Speaker 2
which unfortunately we can no longer assist you with. Yes. So you just need to factory reset it and set it back up treating it like it's your first time having the device. Okay. I see. I see. I see. I see. All right. Thank you for calling Linksys. Uh-huh.
03:00
Speaker 1
[silence]
04:00
Speaker 2
Yes, uh, you can try looking into the MB7000, yes, uh, Linksys does not do any direct selling, however the prices from Amazon or any local store usually is around $200. I see. All right, thank you for calling Linksys. Take care and have a great day.
04:00
Speaker 1
And then be sorry. All right. I'm sorry, sir. Okay.
05:00