V2 Rubric Detail — 2df27c76-7ebc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 13:10
Duration
29m 18s
Contact
361-549-8658
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication3.75/5
Ownership1.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall45.8% (-10.2)

V2 Grader Summary

The agent correctly identified the EA6500 as end-of-life and provided accurate model recommendations (MX6200, MR7500) based on the KB. However, the agent failed to perform any diagnostic troubleshooting (T1, T2) for the customer's connectivity issue, leaving the case unresolved. No critical failures were present to justify auto-zero.

V1 Case Analysis

Customer reports EA6500 router not functioning after reset. Agent confirmed end-of-life status but performed no troubleshooting or warranty verification. Suggested MX6200 and MR7500 as replacements.

Troubleshooting Steps
  • Confirmed model number EA6500
  • Advised device likely worn out due to age
  • Suggested replacement models (MX6200, MR7500)
Key Observations
  • Agent did not perform any diagnostic steps (e.g., power cycle, LED interpretation, WAN check) despite customer reporting a non-functional router.
  • No serial number was collected, and no warranty lookup was attempted.
  • Agent provided factually incorrect product names: 'Veloop 7' and 'develop pro 7' are not actual Linksys product names (transcript [27:00]).
  • No escalation path, RMA process, or self-help resources (e.g., KB articles) were offered.
  • Agent failed to correct customer's confusion about purchasing end-of-life models on Amazon.
Positive Highlights
  • Correctly identified the customer's router model (EA6500) from the customer's description (transcript [18:00]).
  • Accurately communicated that the EA6500 is end-of-life and no longer supported by Linksys.
  • Offered relevant newer model suggestions (MX6200, MR7500) as potential replacements.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps (power cycle, check modem, verify LED status) for a reported hardware fault.
  • Did not collect serial number or verify warranty status, which is required for support eligibility determination.
  • Provided incorrect and misleading product names ('Veloop 7', 'develop pro 7'), which could confuse the customer.
  • Did not direct the customer to self-help resources such as support.linksys.com or firmware update guides.
  • Did not clarify that EA4500 is also end-of-life when customer asked about it, allowing potential mispurchase.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent confirmed EA6500 is end-of-life and offered no troubleshooting or resolution path for the current device, only recommending replacement.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed (e.g., power cycle, LED check, firmware update) despite customer reporting a non-functional device after reset.
R3 Met Correct resolution path conf 90%
Agent correctly identified the EA6500 as end-of-life and advised replacement with supported models (MX6200, MR7500), aligning with product lifecycle policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent assumed hardware wear without diagnostic questions (e.g., LED status, internet connectivity test, prior resets) or symptom analysis.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote diagnostics, firmware check, prior case lookup) were used; reliance solely on KB status without validating symptoms.
T3 Met No misinformation conf 95%
Technical claims regarding the EA6500 (AC1750) and recommendations for MX6200/MR7500 are consistent with the provided KB references.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic flow but failed to set expectations, frame the interaction, or manage transitions; multiple unexplained silences.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, and matched the customer’s conversational tone without over-technical explanations.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent remained on the call and provided model recommendations but did not attempt to troubleshoot the existing device, limiting ownership.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timelines were given; customer was directed to self-serve on Amazon/Google without actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Decision not to escalate was appropriate given the end-of-life status and lack of support options for the EA6500.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted due to product end-of-life status.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer’s situation but used scripted responses without genuine empathy or recognition of frustration.
X2 Partially Met Tone & rapport conf 80%
Agent responded in a neutral, transactional tone but did not actively adapt to the customer’s emotional state or pacing.
X3 Partially Met Overall experience conf 80%
Customer was not asked to repeat information, but agent did not reduce effort by offering direct links or troubleshooting steps.
Call Transcript21 turns · 24 lines
Speaker 2
Welcome to Linsys 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. We are currently experiencing higher than normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible.
00:00
Speaker 1
Oh yes, I had a question on my um, my link. It's an older model, way old and I bought it on Amazon like six years ago. And, uh, my internet's working five, I already did test and everything on my TV and everything is fine. It's just I think, I'm not sure if it is a link. I reset it to the actual, uh, number on the bottom, like the passcode and everything from that. There's a button on the back. Uh, did all that and it's still not working. I mean, the light works and everything. I'm just wondering, do you think it could be the device already being worn out? Because I've had it for exactly six years. It is the box. I kept the box in the actual box when it came in. Um, let me see here. Um. It says,
17:00
Speaker 2
What's the model of the Linksys device?
17:00
Speaker 1
Do you need the model number or the name of it on front? Okay. The model number on the little UPC number says a as in Edward, S as in Sam, Apple six five zero zero. Yes. [](https://www.youtube.com/redirect?event=video_description&q=https%3A%2F%2Fwww.youtube.com%2Fwatch?v%3DdmdLvY9kuiY&redir_token=QUFFLUhqa2U3UVd0RmxSbU5icHdwMFN3b1I3b3NuMnh3d3xBQ3Jtc0trSEFsMDF6REhtaTZCQk10dnFCN0JSdFhlRnJUOGFsZGI0eHR5T0M5Zk1ITmhwNUhuQTQ0Z3VvZ3JCTmg5NHpiYWpSWEVrSFNEblpkR25BQ2pPMnRQcXF0YjMxbUxncXEwSGJZTzUyOVBIN0J0M01PdQ%3D%3D)
18:00
Speaker 2
Yes. the model number. It's an EA6500. Is that correct? All right. Thank you so much for patiently waiting. upon double-checking it here on our end. this specific model has already been considered as an end of life. and an end of support product. which means Linksys no longer caters this specific model for any kind of assistance. and in regards to your question as well. if it's already too old? Yes. it's currently on the older side as well. and in terms of what's currently happening, it may probably it's because the unit is already worn out. since the approximate years on when the unit...
18:00
Speaker 1
That, that, that's fine. I had another question. Do you all have something that this one, I had no problems with and I really like it. It doesn't have antennas on it. It's flat, which I like and the speed and everything was perfect. What is something exactly newer models, but exactly like this? I really like it. I like the style and everything. M as in mountain X 6200 Or MR7500. Okay, and what's this one that I have. [silence]
19:00
Speaker 2
all right. Uh, to consider upgrading or changing to a different model is around five to seven years, which in this case it already hit the benchmark. So unfortunately the unit may be worn out. And you can consider looking into either the MX 6200 or MR 7500. Yes, that is correct. That is also correct.
19:00
Speaker 1
added was AC 1750. What speed was this one or? Yes. Okay. And so this MX 6200 and MR 7500 which one's closer to mine would you say like the speed and everything or faster? Oh. Do y'all have a website to buy those, those two? Okay. Okay. Okay. There's I was going to ask you about this one that I saw a seller on. I don't want to buy it and
20:00
Speaker 2
You mean your current one? Yes, as the name suggests, it's an AC 1750, which reaches up to 1,750 megabits combined. So, you have a 1 gigabit connection which is very stable and very fast. It just depends on what your internet subscription is. [silence] Both of them surpasses the current one. Linksys does not do any direct selling. So, you can look into Amazon or eBay if they offer those on eBay as well. You can also consider looking into your local stores.
20:00
Speaker 1
Then, it's not good. But I will ask you right now. I like to buy new. I don't like to buy used because as you can see, this is my second one that I bought and it both of them lasted me a good seven years, which is pretty impressive, right? The same model through Amazon. So I don't like I don't want to take the risk of buying used. Um, so I buy brand new. And let's see. This one that I found, uh, let me let me just see if you carry this one. Okay, it says, sorry. I'm just trying to pull it up. One moment. Okay, it says Linksys nN900 Dual Band Smart Wi-Fi Router. And it says EA4500. That's what I see on Amazon. That's good to know. I'm glad. That way, that's why I called too. And, um, they had one more, um, let me just check it out. Let me just give you this one. They shouldn't be selling that then, huh, on Amazon. If it's the end of life, let me see. Um, there's one more, but this one, I didn't, it looked good, but it, it had antennas on it, so that's why I didn't like about it. and it, but note, let me check. And this one, other one says, uh, AC 1900. Uh, let me check.
21:00
Speaker 2
that specific model, it's no longer being supported by Linksys. It's an end of lifeAnd and an end of support model. [silence] AC 1900. Does it also say link, or TP link? That is correct. AC 4000. That model, which is an EA9300, is no longer being supported by Linksys as well.
22:00
Speaker 1
Go Google and try to find it, because y'all don't have a website, right? Okay, and these two models that you gave me is it um is it flat like mine like the style looks like mine? What? Okay, MR7500 and then LinqsField. I was going to ask um is this one going to be a long life or if I buy it these two that you mentioned, it won't be discontinued in the of life anytime soon, like do I have a good six years for these two? Okay, so um, but these are the ones
24:00
Speaker 2
That is correct. [silence] The one that looks similar to yours is the MR7500, but if you're looking for a tower-based looking model, you can consider to the MX6200. For that one, I do apologize, but we also cannot say, since we do not have a um the um predetermined answer for it. It just really depends.
24:00
Speaker 1
ones, do you know that y'all sell and support currently? MR 7500. I'm putting it in the, in Google, but I just want to make. I want to see what it looks like. MR 70502. Because these ones that are coming up have the little antennas on it. So, they all come with antennas now. Those four corner antennas. Oh, the, the M, the MX 6200 does not have antennas. Does the antennas, is, is that a better quality or something?
25:00
Speaker 2
That is correct. For the MR 7,500, it has antennas. For the MX-6200, it doesn't have antennas. Yes, it doesn't have one. No, antennas just redirect connection properly. Whereas for the MX-6200, it has an omni-directional connection, which means you don't need to rely too much on antennas anymore.
25:00
Speaker 1
OK. OK. One moment. I just want to, I think I found one, but I want to make sure this one supports it before I get off the phone with you. A moment. I didn't get cool. So it, it goes to it, but it doesn't look like it's, it's selling any of those don't like you're talking about. So it's, it's, it's the MX, the MX6200. It doesn't look like they sell any on here on Amazon. It looks like I see the MR7500, but those are the, the one you said that's closest to mine, right? Those two. OK. And what is your newer models like that you all use like the Okay and and what did you say it was the other one? Oh just those two. Okay because I'm not seeing anything come up on Google um I see a Linksys MX 6200 V V-Like Pro 6E. What is that? That one. Oh that's
26:00
Speaker 2
The newer models is the, uh, the Wi-Fi 7 which is the Veloop 7 and the MX6200. Yes, the name for it is develop pro 7. Yes. the MX6200 that was offered to you. Yes. That's the one that that's the model that I recommended.
27:00
Speaker 1
because they look white it's not like a flat one like mine right oh that's a Tower looking one okay so y'all don't carry any like this it's flat-like black like this one that I had the AC 1750 like a flat one square hello oh yeah I was just wondering the MX6200 that one's like a Tower looking one is the MR7500 a flat one like mine it's like a flat looking one okay that's what I'm looking for so I would like that one okay okay I'll look into it I'll keep Googling cuz I don't see too many um but y'all are still going to be in business for like quite like in business right like
28:00
Speaker 2
Sir, that's the tower. Hello? can you still hear me? Yes. Yes.
28:00
Speaker 1
Okay, okay, because, yeah, since y'all don't have your own website, I'm saying that y'all, you could only buy your stuff. All right, I'll try to see what I can find and thank you so much.
29:00
Speaker 2
yes. All right. Thank you so much for calling Linksys. Take care and have a great day. Bye-bye for now. [silence]
29:00