V2 Rubric Detail — 25789406-6b23-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 14:36
Duration
12m 6s
Contact
Marlies Parent
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133904
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall32.3% (-25.7)

V2 Grader Summary

The agent correctly identified the E5600 as end-of-life but failed to provide any meaningful support, violating OOW troubleshooting standards. Despite the customer reporting frequent disconnections, no diagnostics were performed, no tools used, and no ownership demonstrated—resulting in an unresolved case with high customer effort.

V1 Case Analysis

Customer with E-5600 router reported firmware update issues and frequent disconnects every 5 minutes. Agent confirmed model, stated device is out of warranty, provided steps to access router UI at 192.168.1.1, explained difference between Wi-Fi and admin password, and recommended upgrading to a newer router. No troubleshooting performed for disconnects.

Troubleshooting Steps
  • Identified router model as E-5600
  • Advised accessing router web UI via http://192.168.1.1
  • Provided default admin password guidance ('admin')
  • Explained difference between Wi-Fi password and router admin password
Key Observations
  • Agent correctly identified the router model (E-5600) and provided accurate access instructions (192.168.1.1, default password 'admin') per KB guidance.
  • Agent incorrectly claimed no assistance could be provided due to out-of-warranty status without verifying warranty via serial number lookup or offering paid-support options.
  • Serial number '37C10M12B02095' was provided by the customer but not used to verify warranty status.
  • The primary symptom — disconnects every five minutes — was reported but not acknowledged, diagnosed, or addressed with any troubleshooting steps.
  • Agent failed to offer any concrete self-help path beyond basic login steps, such as directing to a KB article or explaining how to check firmware version.
Positive Highlights
  • Correctly identified the router model as E-5600.
  • Provided accurate router IP address (192.168.1.1) and default admin password ('admin') per KB guidance.
  • Correctly explained the difference between the Wi-Fi password (on sticker) and the admin password.
  • Maintained a polite tone and offered brief empathy at the start of the call.
  • Accurately stated that EA Series routers support automatic firmware updates, aligning with universal_firmware_update.md.
Agent Errors / Gaps
  • Stated inability to help due to out-of-warranty status without confirming warranty via serial number or offering paid-support options.
  • Failed to utilize the serial number '37C10M12B02095' provided by the customer to verify warranty status.
  • Did not address the reported symptom of disconnects every five minutes or perform any diagnostic steps (reboot, firmware check, ISP verification).
  • Did not offer any concrete self-help path beyond basic login steps, such as directing to a KB article or explaining how to check firmware version.
  • Did not set a clear next-step or follow-up plan, leaving the customer without actionable support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the router is out of warranty and offered no resolution path—no troubleshooting, update verification, or RMA—leaving the issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken—agent did not verify firmware version, check connectivity, or test update availability before declaring no support possible.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the customer solely due to out-of-warranty status, violating OOW standard which requires best-effort troubleshooting even for EOL devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify specific symptoms (e.g., disconnections every 5 minutes) or ask diagnostic questions to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., remote access, web UI verification) to confirm firmware status or guide the customer through actual update steps.
T3 Met No misinformation conf 99%
Agent correctly stated the default password is 'admin' and that E5600 is end-of-life with no further updates, consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced themselves and collected basic info but failed to set expectations or guide the interaction toward a meaningful outcome.
C2 Met Confirmed understanding conf 93%
Agent used plain language (e.g., 'type 192.168.1.1', 'default password is admin') appropriate for a non-technical user.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated responsibility by stating they 'could not provide assistance' without attempting any actionable support or follow-up.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were defined—agent gave a generic instruction but did not confirm understanding or offer further help.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was warranted—the issue was within scope for L1 support and did not involve hardware failure or legal/complaint triggers.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required based on the situation.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent briefly acknowledged frustration but then dismissed concerns, failing to sustain empathy or validate customer experience.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a neutral tone but did not adapt to rising frustration or confirm comprehension after key instructions.
X3 Not Met Overall experience conf 94%
Customer was left to perform all troubleshooting alone, including accessing UI on a small phone screen, increasing effort significantly.
Call Transcript21 turns · 23 lines
Speaker 2
Welcome to Links 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 one now. For out of warranty products, paid support may be available depending on your issue. 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. [silence] Thank you for calling links. This is Ice, how can I help you?
00:00
Speaker 1
It's a soft uh update. I've been told it's out up uh out of date and it's been giving me some issues. Absolutely. It's 37 Charlie 1 0 Mike 12 Bravo 0 2 0 9 5.
01:00
Speaker 2
I'm sorry to hear about that, ma'am. may I have the serial number of your Linksys router? That you only have one Linksys Prada, no other, all right, I'll create for the record for you, ma'am. What was your name again? [silence]
01:00
Speaker 1
Yes.
02:00
Speaker 2
Miley, M-I-L-E... M-A-R-L-I-E-S. All right, Marley's and that's what about your last name. All right, Marley what about your e-mail
02:00
Speaker 1
[silence] [silence] CDL lightband? Charlie Delta Echo. It's my power company here in town.
03:00
Speaker 2
devilish666@yahoo.com. Who's your internet service provider? PdE? Uh-huh.
03:00
Speaker 1
[silence] Okay. Because I checked with my company and they said it runs at a very, very low speed versus what I'm actually receiving from them. Mhm. Yeah. Absolutely.
04:00
Speaker 2
All right, so your Linksys router, ma'am, is model E-5600, and apparently this router of yours is already out of warranty. So we could not provide you any assistance with this. But how do you know that this router needs an? Update. Because? They said to update. I'm sorry? I didn't hear you. They said to update your router. Okay. Molly. I have to inform you that as I've mentioned before, this router of yours is an old classic.
04:00
Speaker 1
you are telling me? I'm going to spend another 100, 200 or more dollars to get a new router. This is great. Yeah. Yeah, but but I mean, if you have um, but if you have customers that are using your product, just to kick them out because they're using something that's not on the newest, highest standards, because everything is expensive nowadays. It's kind of ridiculous, too. Well, I mean, it's not your fault. Don't um, you know, don't take it personal. It's just frustrating that every year, I have to buy something new.
05:00
Speaker 2
longer any available updates for that since that router already reached its end of life. When a router reached its end of life, it's no longer manufactured. Main reason is that the product is using an older technology and now we are using newer technology, so that router no longer have any well, uh yes, uh Well, the thing is that that router is still working. In fact, it's still all functioning well. It's just that with regards to the update 31, it may no longer have any [silence]
06:00
Speaker 1
[KEEP_UNCERTAIN] Well, I mean, I don't know if this thing has ever been updated, so there might be some might be some older updates, just not anything recent. So I'm not quite sure. I guess I'm gonna see if I can do it myself, but I don't have, I don't, that's the thing. I don't have a laptop, so I don't know. That's why I was hoping I can get some health somewhere. Well, that's that's the thing. I don't know how to access it. Because I.
07:00
Speaker 2
Updates for it? Security or firmware updates? Because that rotter is, has already reached its end of life. Uh, we no longer manufacture this kind of router, as it's an old one. Uh, usually, usually all links is what we have usually have an automatic uh update on its uh settings.
07:00
Speaker 1
I don't have the technology or the knowledge how to do that. You know what I mean? Okay. Okay. And the So Okay. Now, one one more question. And I just opened it on my on my phone. It's not very big, but The
08:00
Speaker 2
Mhm. As I mentioned, uh, I could not provide you assistance with regards to that because your product is already out of warranty, but to access your router's Or web user interface, you just need to open our web browser and type in the router's IP address, the default IP address which is 192.168.1.1. and from there you can just check on your router's settings, if there is a firmware update on it or if it's firmware is outdated. Not usually a router has the features enabled or an automatic update.
08:00
Speaker 1
Is that the password that's written on the little sticker on the bottom? Okay. Is there like a standard password when you originally log in for the first time?
09:00
Speaker 2
no. if it's asking for a router password then it's a router password. now, the router password would depend on how you set up your router because sometimes when you set up your router you are required to create a router password. so if you can still remember the router password you create and that's the password you need to type because the one on the router itself at the bottom of the router that is a Wi-Fi password which is different from a router password. and as I've mentioned usually the default router password if it's if it's your first time setting it up the default router password is admin. that's the default.
09:00
Speaker 1
[silence] I really didn't, but, this is great. Okay, fair enough. Right. Well, thank you, Reenie.
10:00
Speaker 2
But if it doesn't goes to if you type in admin, it only means that you may have ah customized or set up a new router password when you set up your router. But um I don't um would I would not set your expectations high on the firmware updates of your router, Marley, because as I've mentioned to you, your router is an old type of router and it has reached its end of life, meaning that there's no longer it will no longer receive any regular updates for security or firmware. Uh it's an older or older device and has reached its end of life. So, what you can do is just yes, just make do with it if you still want to use it.
10:00
Speaker 1
Well, all that stuff costs money and not really. Well, that's the problem. The router is not working fine. It kicks me off every five minutes and it's quite agitated. But I'll look into it and I'll see what I can find. Yes. That is everything. Thank you so much. I appreciate your help. You have a good day.
11:00
Speaker 2
but if you really need a router that can help you with your work, then the best is to upgrade it to the latest router. yeah thank you also for calling gracias take care have a great day bye
11:00