V2 Rubric Detail — 3efd16d0-7182-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 17:12
Duration
29m 13s
Contact
Tiffany Blushiy
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134976
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separating 2.4GHz and 5GHz

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall31.9% (-24.1)

V2 Grader Summary

The agent acknowledged the issue and gathered basic information but failed to conduct meaningful troubleshooting, provided materially inaccurate technical guidance, and did not resolve the core problem. Despite correct identification of the device’s end-of-support status, the interaction lacked full best-effort support, clear next steps, and continuity, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect security camera to 2.4 GHz on EA7500 (out‑of‑warranty). Agent advised separating SSIDs, changing security to WPA3 (impossible), and suggested hard reset and new router purchase. Issue not resolved.

Troubleshooting Steps
  • Collected model (EA7500 V2) and serial number.
  • Confirmed out‑of‑warranty status.
  • Explained device is end‑of‑life.
  • Advised separating 2.4 GHz and 5 GHz SSIDs.
  • Suggested changing security to WPA3 (incorrect guidance).
  • Suggested hard reset to factory defaults.
Key Observations
  • Agent incorrectly claimed the EA7500 does not support WPA3 — contradicts KB: universal_legacy_device_wifi.md states all current Linksys routers are backward compatible and EA7500 supports WPA2/WPA3 mixed mode.
  • Agent falsely stated that a client‑side VPN prevents access to the router’s web UI — this is not true; local access via 192.168.1.1 is unaffected by client‑side VPNs.
  • Agent did not verify whether the 2.4 GHz band was actually disabled or if the camera was compatible with WPA2.
  • Agent failed to offer paid‑support despite the product being out of warranty.
  • Communication was disorganized, with filler words and lack of empathy.
Positive Highlights
  • Accurately collected model number (EA7500 V2) and serial number (18L21S09901257) at [04:00–05:00].
  • Correctly identified and communicated that the device is out‑of‑warranty and end‑of‑life at [06:00].
  • Provided the correct default admin credentials (admin/admin) for local login at [08:00].
  • Suggested a hard reset as a potential troubleshooting step, though not executed.
  • Offered to email the customer a written guide with the discussed steps.
Agent Errors / Gaps
  • Stated the EA7500 does not support WPA3 — factually incorrect; the model supports WPA2/WPA3 mixed mode (universal_legacy_device_wifi.md).
  • Claimed a client‑side VPN blocks access to the router’s web UI — false; local access is unaffected by client‑side software (adjacent_common_wifi_questions.md).
  • Suggested changing security to WPA3‑only on a router that cannot support it — misleading and unactionable advice.
  • Failed to offer paid‑support option for an out‑of‑warranty product.
  • Did not confirm whether the 2.4 GHz band was enabled or if the camera supports WPA2.
  • Provided vague instructions without walking the customer through exact steps in the web UI.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or achieve any resolution; customer ended call without camera connected or band separation confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent collected model/serial and discussed default password and reset, but did not perform actual troubleshooting steps like checking SSID separation or security settings.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the EA7500 as end-of-support but still offered limited best-effort guidance (e.g., reset, security mode advice) rather than outright dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (camera not connecting) and asked for device details, but failed to logically isolate root cause such as band steering or actual SSID configuration.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote access, admin UI, logs) were used despite the need to verify router settings; agent relied solely on verbal description.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated recovery key doesn't exist on EA7500 (it does), claimed VPN blocks router web UI (not accurate), and overstated WPA3 necessity for 2.4 GHz devices.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened call and collected info, but had unexplained silences, topic jumps, and no clear wrap-up or control during confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used some plain language but introduced terms like WPA3 personal without confirming understanding; no active comprehension checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent did not transfer immediately but stopped short of full ownership by deferring to new router purchase instead of completing troubleshooting.
O2 Not Met Proactive follow-through conf 90%
No specific next steps or timelines given; only vague suggestions to reset or buy new router.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available in transcript; first contact assumed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given issue was within known troubleshooting scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed brief empathy (e.g., 'I understand you bought it a few years ago') but remained transactional overall.
X2 Partially Met Tone & rapport conf 80%
Agent maintained neutral tone but did not adapt pace or style to customer’s frustration or confusion level.
X3 Not Met Overall experience conf 95%
Customer repeated SSID names, model number, and problem description multiple times; agent failed to reduce effort.
Call Transcript54 turns · 57 lines
Speaker 1
Hi. I want to find out how I can convert or which number is the 2.4G on my Linksys. And I tried to go online and then realized there was slightly confused me a little bit. So I looked up some instructions
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, 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] Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
and do my account and set up my account and I can't get in I don't even know if I have an account it won't let me I don't know which yes yes gee because I think I have two bandwidth and I think I labeled them wrong I think I labeled them wrong I don't know and and I have I'm trying to install a security camera and when I do the security camera it will not run on the 5G band I I need the internet that has the two point four that's what I need
01:00
Speaker 2
OK, just to make sure I get it right, ma'am, you wanted to find out how to know how to connect to 2.4. So MV WNIT AP0 is the MV WNIT 2.4 giant C and the WNIT 5 giant is MV WN-5G. Mm-hmm. I see. All right, um, it's actually hard to identify if if you did not like indicate if the 2.4
01:00
Speaker 1
Okay, but I might have, this is what happened. I might have, but, but, I might have named it the wrong name. One says 5G, but I think that one says the name is T-BleaShee 1 and T-BleeShee two. And next to T-BleaShee two, it has 5G. But I think I mixed them up. I don't know. But when I tried to troubleshoot, I'm trying to add that camera. And when I troubleshoot, I did both networks. I tried the T-BleaShee one and then I tried the T-BleaShee two. Both weren't, would not work. for the camera would not work on both. But one of them is,
02:00
Speaker 2
on the network name or the wifi name. But uh we can actually check that one. If you have already separated it through your links app.
02:00
Speaker 1
Oh, 2.4 G and 1 of them is the 2.5 G OK. Oh, I might have both five. Okay, can you separate it for me? OK. OK. it's um blushy. B-L-U-S-H-I-Y.
03:00
Speaker 2
hmmm Well I I can't really say that cause um you might have not separated it or Um yeah yeah so uh Well I... I can walk you through on how you can separate it but let me just run some verification with you first and you know create a quick record here in order for me to proceed further okay? Alright So let's start with your full name ma'am Okay so that's Blue shee Thank you.
03:00
Speaker 1
Yes, yes. TIFF any. Yep. it's T. Belushi at icloud.com. Right. Okay, the Oops, the model number is I just flipped it back over. Okay, so the model number is EA 7,500 V2. And the serial number is 18L21.
04:00
Speaker 2
BLU S-H I. Right? For Tiffany, S-H IFF A N Y. Alright. How about your email address? Okay, that's the blue sheet. At I cloud.com Okay. Now, could you provide me the the model number number and serial number of your Linux router.
04:00
Speaker 1
S09901257. v2? yes, spectrum.
05:00
Speaker 2
Okay, let me just repeat that one ma'am, so it's model number Ea 700, I mean 7500, version 2, and with a serial number 18L21S09901257. All right. And may I know who's your internet service provider? Spectrum. Okay. Sure, all right, um, let me just uh finish up the record here and uh check your routers information. All right. So, um, I've checked here, uh, your Linksys router's information. I'm Stephanie, and I, uh, found out that, uh, your device is already out of warranty. Um, also, uh, just to let you, I mean, just to set your expectations, uh, the Linksys device that you have right now, the EA7500. is actually already part of our, um, end of life devices, which means we no longer manufacture this one. Also, it's already part of our end of support products, which, um, technically means that we no longer provide a free troubleshooting assistance for this router. But I can actually send you a
05:00
Speaker 1
I can't do that. It's not, it's not letting me do that. Because I, I tried to go to the website and log into my Linksys account and I can't get in. Okay.
07:00
Speaker 2
An email for the steps on how you can separate it. Well, basically, you just have to change the Wi-Fi name. All you need to do is just to log in to the web user interface. The link is web interface. So, um, I'll just send you like how did you try it? [silence] Yes, ma'am, because actually the remote access or the access using the email and password is no longer available. So, it was actually removed for older models. So, uh, I can I can, uh, provide you a different address for you to login locally using your [silence]
07:00
Speaker 1
What's my router password?" "Admin, admin. That's the password?" What's the username?" "Okay." "Okay, but what's the recovery case?"
08:00
Speaker 2
[the rest of the content was from the left channel] basically it's just admin all lower case. that's the default admin password. but if you had Yes, but mmm-hmm. yes. there's no username actually. so if you're going to access uh locally it will just ask you for the the router password. and if um you're unable to um log in in using the admin as as the password, you can actually reset the the router password or the admin password and it will just ask you for the recovery key. you just have to enter the recovery key and change the the the admin password.
08:00
Speaker 1
name. [silence] It it says wireless password. [silence] It says wireless password. [silence] It's letters and numbers. [silence] Is that what it is? [silence] Wireless network [silence] Linksys [silence] and then it says wireless password and then there's some letters and numbers. [silence] Is that it? [silence] It doesn't say recovery key anywhere.
09:00
Speaker 2
the recovery key can be located underneath the Linksys device itself, uh so there's uh like uh think that's five or six numbers? Mm-hmm. Uh that that's not though that's not it, mam. It It indicates a Oh, okay. Well, uh let me just check and cause you know this is An older model, so Uh, yeah, um, some of the information was already removed on our knowledge base. So, Okay. Just a moment. Hmm.
09:00
Speaker 1
There's four spaces for the Ethernet cable. Mine is placed in the third one. Is that like the first two are 2G, the second two are 5G? Is that how it works? [silence] I've got three antennas, but there's a place for this Ethernet cable. Like an internet cable thing. And it plugs in one plugs into the internet and then the other one is Ethernet.
10:00
Speaker 2
all right You mean like, uh, it has uh, three wires on it? I mean, three antennas. You're referring to the antennas, right? Mm-hmm. Ethernet cable. Hmm, mm-hmm.
10:00
Speaker 1
And there's three holes. Ethernet. It goes one, two, three, four. Ethernet. My net is plugged into the third one. If I plug it into the first two, is that the lower G? And there's two, I guess it doesn't matter. Does this box separate the two? Does this box? Do I have two settings on this? Lower 2.5 G, and then a full 5 G? Do I have access to both of that?
11:00
Speaker 2
Ether net or ether net. Yeah. Uh-huh. Hmm. No, ma'am. They're actually just the same. Mm-mm. Okay. Um... Let's see if... Um... Yes, ma'am. Actually, yeah, by default, they are interconnected to each other. So, both 2.4 and 5 gigahertz are on the same.
11:00
Speaker 1
OK. And and there's a way of me separating them? [silence] Well, they don't have the same, they don't have the same Wi-Fi name. There's their I named them two different names. [silence] Yeah. [silence]
12:00
Speaker 2
network uh the problem might be because yes you just have to change the wifi name and uh the wifi name of the 2.4 so you just have to ensure that they don't have the same Wi-Fi name and that's it so if well, um if that's the case, uh if they are unable to connect despite them being changed or separated. It might have to deal with the the W or the security, um, mode of the device. So you may need to set it to 2. I mean not 2. but um, um, three, I mean four. the, um, what do you call that? It's, it's the PA2 personal, WPA3 personal, yeah, uh, that's it. Um, because some devices only has WPA2 personal, and uh, some devices only connects if the security mode is in WPA3 personal. So, if your, um, if your cameras are like a newly or a new device, they might need to be, they, I mean, you might need to have a WPA3 personal, uh, security mode in order for your device to connect.
12:00
Speaker 1
Oh. So my Linksys, because I have an old router, it's not working? Uh-huh. Okay. So I need a WPA3 and you don't think the old model has it? Oh, mine. Okay. Okay.
14:00
Speaker 2
it's actually I mean, you cannot get that if you have the older models, cuz technically it's a built in security. Yeah. it's also one of the possibilities, ma'am, cuz uh if you have already separated it, but the security mode is still WP A2 personal, then it wouldn't connect. uh because it actually depends on the configuration of the router. Well, this model only has WP A2.
14:00
Speaker 1
What is and and what will that do? Okay. And then how do I set it up?
15:00
Speaker 2
Yeah, I've checked here and this device doesn't have the recovery key. and uh that's unfortunate because your only resource of changing the settings or the information you have configured to this router is a hard reset. So, you probably need to reset it and set it up again from scratch. Well, if you do a hard reset on the router, it will erase all the information or the configuration you had. like you it will erase your Wi-Fi name, your your password. So it will go back to its default settings.
15:00
Speaker 1
I ONLY bought this a FEW YEARS ago,
16:00
Speaker 2
Well. The setup. Well, um, you just have to connect to the Wi-Fi and then um access the web user interface or again, to set it up. It's um, it's actually easy if you have, I mean, uh, the latest routers. But technically, for this one, since we have already, um, had this device, part of our end of life and end of support, it's kind of difficult, as um, some. Um, access were already removed. Yes, ma'am. I understand that you just bought it a few years ago, but this model was, uh, manufactured or [silence]
16:00
Speaker 1
hmm yeah I bought the more expensive one I think because I didn't want to have to you know mess with it again because I had another one before that and then this was the more expensive one so I should probably just go buy a new one do they all have the do they all do they all have the WPA3 now okay so whichever one I buy it's going to have that They all do. And then when I set up the brand new one, I'll be able to separate the 2g and 5g. Okay, so right now the one I have is separated 2g and 5g, so, so the device that I have, the security camera should work on one of them, right? And it's not, so I'm wondering if it's the device, it's defective. Well, I'm, I am, I am troubleshooting with them. That's what I'm trying to do. And he had, I've been troubleshooting with him for 11 hours.
17:00
Speaker 2
It should, yeah, it should. Yeah, you may also consider reaching out to the device's manufacturer, too. [sound of electric car driving] what's your name? Let's go. Should we record it anyways? Cause it's kind of cute. I mean, I can't imagine not experiencing that. It really gives you a sense that the message you're sharing. [silence]
18:00
Speaker 1
Over three days. And so he emails me back. I try it. And then I'm thinking it could be boiled down to my, I know that I have two separate. I know I'm separated. I have two separate 5 gig and 2.4. I know that. And so when I did both, but I thought maybe I mixed them up when I named them. And so that's why I called you guys just to see. No, I never changed my wi-fi name. No. Yes, they both have the same password. Oh, so I would have to fix that, but I can't do it.
19:00
Speaker 2
mhm I see the rat erm yeah because nor mhm but have you like did did you also change the Wi-Fi name by any chance or or the the password they do have the same password oh I see mhm yeah if if if that's the case ma'am it would probably because of the security mode because yeah because normally it would just
19:00
Speaker 1
Oh, it would automatically go to the, oh, it would automatically go to the 2.4 if the camera can. Ah. Okay. Okay. So it is the number one then maybe. The camera's automatically going to the number one. But, but you think because I have a security mode on that, that it won't let me connect the camera. Device. Uh. I see. Okay.
20:00
Speaker 2
connect directly if you have already separated the 2.4 and the 5 gigahertz. If only... yeah, 'cause it only can detect the 2.4. It's a less secured WPA. So it's actually an old personal WPA. So the WPA2 is an older security mode than the WPA3. So the latest security mode is a WPA3.
20:00
Speaker 1
so when I attach this camera, this security camera, and it's going through their web site, it's a Z O S I camera, and it's going through their web site, are they having access to this camera too? Okay. what's that? Oh, okay. okay. Well, that was helpful.
21:00
Speaker 2
So, intruders. Hmm. From the outside. Hmm. Um, that- that I don't know cuz technically, I don't have any idea of how their camera works. But, technically, they don't have any actions with it if, uh, if they have, like, um interface that you need to set up as well from your end. But I, I don't think they have actions to it. Hmm. And, uh, if, if, um, if they want to access your, your cameras, [silence]
21:00
Speaker 1
But if they, but, but, but if they have the passwords and everything, cuz on the app, I have to add my passwords. Okay. Okay. I see. Okay.
22:00
Speaker 2
It's very technical, so if they wish to access your camera, they need to open some ports in your router, which is not available for some routers, so they cannot easily access it, so they need to set it up first on their router. No, I don't think they would still be able to access it. And that's where the latest WPA 3 personal enters. Because if they have like a very, like very excellent like programmer, they probably could pThey would probably be able to hack that. Yeah. Even that can be hacked, but like the easiest method is that they have like access to your person or something. So if they have that password to connect to your Wi-Fi, they can easily access like to your cameras and all your devices which uses internet or even like printers and everything. Yeah, it's like they have to go through a lot so they can actually have your, you can actually say that it's yeah it's very, like your privacy is very safe within the latest technology. Yeah. And then they have like QR code that you can scan with your phone. Like when you're in your computer or if you want to connect with another phone. It's very, very, very easy. So this is why like WPA 3 is very fast from the latest technology that is still available today because it's very hard to hack it. So, when you get like, so now this is one of the latest innovations. So, when, when you see it, make sure you buy it because it is, it can really protect like your Wi-Fi and like your internet and your privacy in general among all devices that you have. So, take care for the updates that are being happening and also like what the latest innovation has[silence]
22:00
Speaker 1
Okay, but they can't get into my computer, but they can't get into my computer or my iPad. If I installed the app. Okay. Okay. All right. So I'm going to, so my best bet is to go get a new router and then when I install the router, I call up Linksys and they help me install it? Okay. All right. Thank you. Okay.
23:00
Speaker 2
probably be able to enter your current configuration. but uh rest assured. yeah. yes. yes. rest assured that uh... rest assured that they won't be able to access. exactly. Yes. Yes. All right. Thank you so much for understanding, Stephanie. And yeah, um, you may contact us again once you were able to, procure a new router from Linksys, you may consider, you may consider, you know, our latest routers. Um, if not the latest, you may consider the the
23:00
Speaker 1
Okay. Well, I want the newest one, so I don't have to go through this all over again in three or four years. So the newest one is the MR or the MX. Okay. Okay. Okay. And so the main concern, and you think what's preventing me from downloading this is the security mode is not in a WRA 3P3 personal. That's the problem. Okay. So I need a W So I need a WP A
24:00
Speaker 2
the MRI series or the MX series. I see. The MX series, you can consider the MX 6200 or develop pro 6e. Mm-hmm. WPA. Yeah. WPA three personal. Some other devices will only connect to the WPA three personal. But this could also... Mm-hmm.
24:00
Speaker 1
OK. OK. OK. What about if I have a VPN? Would my VPN, if I have a VPN, would that prevent this from being downloaded? Do you think the VPN would prevent it from being downloaded? I'm trying to I'm trying to install the security camera and it won't let me access it. Do you think VPN is preventing it?
25:00
Speaker 2
Three personal router capable yeah um that's also that's only one of the factors cause it could also be because of the the um outdated firmware of the router so it that that could also be a factor. [silence] Um you won't be able to access the web interface if you have VPN on your device so uh I don't think it would also help. Well what do you mean what what do you want to download? Oh um
25:00
Speaker 1
Okay. So it could possibly be? Okay. Okay. And I've tried this though, I've been, like I said, I've been troubleshooting it for 11 hours and I have tried it, I've troubleshooting it on my iPhone and I've also troubleshooting it on my iPad and my iPad doesn't have the VPN. It's loud. Let me turn it down for a second for one second. Mac at troubleshoot your VPs, okay. Now I want to troubleshoot just my iPhone. Okay, turn my VPN on. Okay, it reconnected successfully on my phone.
26:00
Speaker 2
uh... that's also... that's also one way of isolating it, ma'am. So, you may try to uh disable the VPN and then try to access your camera if it will connect. That could also be a factor. Yes, because because uh VPN would the--because even our website or the web interface, it can't be accessed if you have enabled VPN. [silence] So, it might go the same with the cameras. Hmm. Hmm.
26:00
Speaker 1
so, Well, I'm just trying to figure it out and see, you know, if it's possible, cuz I'm wondering why it wouldn't do it, you know, if my phone, if it accepts it on the phone, if it accepts it on the iPad. I mean, I don't know. So, I I mean, I've tried different things but I didn't know if it was possible or not. I mean, if it if it is, then I'll disable it and try it again. You know, I don't know. I'm just it's just I'm over it. I'm done. But anyways, thank you so much. Yeah. Okay, okay. I'm almost thinking this device is not working. I'm almost thinking that. Right.
27:00
Speaker 2
Oh, okay. So, you have already isolated it. So, technically, it's not the VPN. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Yeah, you can... Yeah, you can actually try to disable the VPN and see if it will go through. But if it doesn't, then it's not about the VPN. Uh-huh. Hmm, I see. Well, um, that's not oours to conclude because we don't deal with that. So, anyway.
27:00
Speaker 1
reset the the router? yeah but tan I have to go and do it all over again and set it all up and I that takes a lot of time for me. that's a lot of. I can't figure it all out by myself. all right. okay. I don't yeah I don't want to waste my time trying to reset it. you know if I'm gonna have to call somebody I'm gonna just get a new one then.
28:00
Speaker 2
um I guess uh that would be your last resort ma'am uh you may consider purchasing a new router but you may also try to like reset your device back to its default settings and check if you can still connect it you know mm-hmm. by pressing and holding the reset button on the the router. actually um yes. yes. um and as much as I'd love to you know help you with this. but as part of our life cycle policy I could no longer provide you troubleshooting steps for out of I mean end of support products.
28:00
Speaker 1
All right, thank you so much. I appreciate it. All right. Thank you. Bye-bye. Yes, thank you. Bye-bye.
29:00
Speaker 2
Alright. You're very much welcome, Ms. Stephanie, and I appreciate your time calling Linksys. I guess that would be all for now. All right, take care, bye for now.
29:00