V2 Rubric Detail — 344802cc-6507-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:01
Duration
9m 56s
Contact
386-588-9711
Issue Type
Internet/WAN Setup
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

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall52.6% (+18.6)

V2 Grader Summary

The agent accurately identified the EA9500 as a legacy device without wireless bridge capability and correctly avoided escalation. However, they provided minimal troubleshooting and no next steps, failing to deliver a resolution or meaningful path forward. While technically accurate, the lack of ownership and customer guidance resulted in an unresolved outcome.

V1 Case Analysis

Customer unable to use EA9500 in wireless bridge/client mode; agent incorrectly stated no Linksys router supports wireless client mode and suggested wired mesh (MX6200), which does not meet customer's no-wire constraint. No resolution provided.

Troubleshooting Steps
  • Confirmed model number EA9500
  • Acknowledged support ended for device
  • Explained bridge mode requires wired connection
  • Incorrectly stated no Linksys router supports wireless client mode
Key Observations
  • Agent correctly identified EA9500 as legacy with ended support [03:00].
  • Agent incorrectly stated no Linksys router supports wireless client mode [09:00], contradicting KB (RE7000 and EA7500 support client mode).
  • Agent suggested MX6200 mesh system without clarifying it requires a wired primary node, which does not meet customer's no-wire constraint [07:00].
  • No KB article or self-help path provided despite customer needing alternative solution.
  • Call ended abruptly without recap or next step, leaving customer without closure.
Positive Highlights
  • Correctly identified the product model (EA9500) and recognized it as a legacy device with ended support [03:00].
  • Accurately explained that EA9500 Bridge Mode requires a wired WAN connection, consistent with KB guidance.
Agent Errors / Gaps
  • Incorrectly stated that no Linksys router supports wireless client mode [09:00], which is factually wrong per KB.
  • Suggested a wired mesh solution (MX6200) for a wireless-only environment, failing to match customer constraints [07:00].
  • Did not reference any KB article or provide alternative device recommendations for client mode.
  • Failed to verify warranty status through lookup despite discussing support eligibility.
  • Poor call control: long silences [02:00, 04:00], lack of structure, and no closing recap.
  • Provided misleading information about ISP equipment requirements without confirming customer setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer needed a wireless bridge solution; agent confirmed EA9500 lacks this capability and offered no workaround or viable alternative, leaving the issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent correctly identified the device as legacy and confirmed it lacks wireless bridge mode, but provided no diagnostic steps (e.g., checking current settings, firmware, or wired setup) before concluding.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified the EA9500 as end-of-life and explained its limitations, but stopped short of best-effort troubleshooting (e.g., verifying bridge mode setup steps or wired access), which is expected for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the core limitation (no wireless bridge mode on EA9500), but asked no diagnostic questions about current configuration or symptoms beyond the initial model confirmation.
T2 Met Appropriate tools / resources used conf 90%
No specialized tools were required; agent used knowledge base correctly to confirm product limitations and support status.
T3 Met No misinformation conf 95%
Agent accurately stated that EA9500 is a legacy device with ended support and lacks wireless bridge functionality — both factually correct per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow and responded to questions, but long silences and lack of structure (e.g., no framing, no confirmation of understanding) weakened control.
C2 Partially Met Confirmed understanding conf 75%
Agent used some technical terms (e.g., 'bridge mode', 'mesh') but adapted explanations when customer struggled; however, did not consistently confirm comprehension.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and attempted to answer questions, but did not take ownership of the problem — shifted to product replacement instead of exploring all options.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up offered; customer was left without a path forward after being told no solution exists.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly determined that escalation was not warranted — the issue was a known product limitation with no engineering or support path forward.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required; the issue was out of scope for higher-tier support.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite and professional, but did not acknowledge customer frustration or express empathy about the lack of a solution.
X2 Partially Met Tone & rapport conf 75%
Agent responded to repeated statements about 'no wire' and adjusted explanation accordingly, but pacing was uneven due to silences and lack of engagement checks.
X3 Partially Met Overall experience conf 70%
Agent avoided asking for redundant information and focused on the core issue, but ultimately increased customer effort by suggesting a new purchase without exhausting troubleshooting.
Call Transcript18 turns · 19 lines
Speaker 1
Kevin US: Yeah ma'am I've got a link just right
00:00
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 two. Please have your device 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. Thanks for calling Linksys. This is May. How can I help you?
00:00
Speaker 1
routers that I'm trying to connect as a bridge and I'm just wondering if this is uh something I can talk to you guys about or is it something that I could find support with elsewhere uh or uh how does that work do you guys still support them after a year or no yes it is you know let me give you the serial serial um serial okay it's um cereal. underneath. Oh, it's zero zero. Here we go. It's underneath. 17 A 1 1 JO B 7 0 5 8. Yes. Uh, are links? Uh, four.
01:00
Speaker 2
[silence]
02:00
Speaker 1
EA9500 v1 dash one point one version one point one Yeah, but when you put it on the. Yeah, when you put it on the bridge mode, then you can no longer access it. That's the problem. I'm trying to figure out how to set it up. connected wirelessly.
03:00
Speaker 2
model number EA9500. For the router that you're calling for, to answer your question if we can still have this one supported, not anymore since just this year, around March, the technical support for this router already ended. It's part of our legacy device already. You can still try to, regarding the bridge mode, yes, this router can can enable bridge mode. And you can a
03:00
Speaker 1
[silence] too through the to my uh. It works, but as soon as you put it bridge mode, it reset it reboots itself and then you have to access it and. Your documentation says, you can access it by adding the last four digit of the serial number. Local locallinksys and then the last four digit of serial number, but it doesn't connect. Well, the initial does not. [silence] As you would assume, internet protocol address you wanna apply. Either That will inconvenient for you. [silence] Will you find out how that affects this new? So, the last four digit of the serial number may be IP. As you push the first four digit of the MAC address, they connect with this IP. [silence] Assigning a router. If you are entering router set up page, you have to be wired. Not wireless connector. Okay. Add to the customer. [silence] Now, can you configure that? [silence] Does the LinkSys work? [silence] Connecting. We're poor on the front of them footballs.
04:00
Speaker 2
Mhm. Mhm. Okay. So, yeah. Since the support for this sort of already ended, we do have our website support.linksys.com. If, uh, the regarding the bridge. Most if it's already enabled, and it's not getting online, you need to restart the router first, and then after restarting, um, if internet is still not available, you need to [silence]
04:00
Speaker 1
to connect it to the internet somehow, right? Can you connect it wirelessly to the internet? Okay, that's what the problem is. Okay, so that's what the problems. I need to buy a new router. Which one?
05:00
Speaker 2
no. It should be always wired. That router doesn't have wireless bridge mode option. Therefore you cannot use that as an extender. Which the one that will work best for you is our mesh router because you don't need to use an extender for that. It comes with two pack, three packs. So one should be always wired to the modem and the rest can be extended wirelessly. It depends if you have a lot of corners on your house which you have a dead Wi-Fi spot. This um linksys mesh is already appropriate for a big type of connection-I mean home or even just in an apartment if it has multiple rooms. So [ silence ]
05:00
Speaker 1
Okay, so let me tell you what my situation is. I only have, I have a uh uh public network here in my condo. Okay? They have just it's a public, it's not it's not it's not private, and it's wireless. So I need to connect my router my or my bridge uh whatever bridge router wirelessly because I don't have any wires. Which modem do I need to get? Which which unit do I need to get so I can connect it wirelessly to my um system and then be able to feed a wireless network feed a private network to my to my condo.
06:00
Speaker 2
Okay.
06:00
Speaker 1
Yeah, but the problem is I don't have a wire.
07:00
Speaker 2
okay your question was since that's you're living in a condo you can take note of this model number it's gonna be MX 6,200 so you have an existing router there it's up to you by the way here are your two options you can have instead an extender just a regular extender however it will only extend not the full signal that you are paying for but it can only extend 50% of it not unless if you'll purchase the link system mesh it will be wired to your existing router there and the other one will be set up as an extender so your link system will have its own Wi-Fi name and then different from your existing router there
07:00
Speaker 1
It's only wireless. Yeah, no. It's only a... it's... it is a... it is a... providing... I have a box here in my condo, but the box doesn't have wires. It's only wireless. Wireless. Yeah. Yeah, it's wireless. There's no wire. I cannot, I mean... there is no... yeah. It's just wireless. There's no... there's no... nothing. I can't pull...
08:00
Speaker 2
you don't have internet service provider because they will provide modem um uh-huh so um as long as it's since it's wireless by the way I'm just curious is it our router capable for wireless connection because as far as I know when it comes to uh-huh at all uh-huh
08:00
Speaker 1
Asking, um, do you have anything? I mean, I know that the VPN box that can do that, but, um, it's, it's one of those little, tiny VPNs, the hardware VPNs, it can't wirelessly connect to the, um, to the uh, network, to my public network and make a private network for me. You know? K, I don't have. Okay. All right. Thank you so much. [silence] Bye bye.
09:00
Speaker 2
uh-huh uh-huh. I see. We don't have any linkses router that can handle the type of the connection that you want. Thank you so much for calling. Bye for now. Bye-bye.
09:00