V2 Rubric Detail — 41cb7992-6363-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 17:55
Duration
7m 48s
Contact
Mark Ehas
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132629
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_EA7500
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing any technical assistance based solely on warranty status, despite the OOW standard requiring best-effort troubleshooting for setup, connectivity, and access issues.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent dismissed the customer's connectivity issue by citing expired warranty and discontinued support, failing to perform even basic troubleshooting like suggesting a factory reset or local login. While technically accurate about product limitations, the agent violated the OOW standard by refusing best-effort help, resulting in no resolution and an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer unable to log into EA7500 router; device out of warranty. Agent incorrectly stated login is impossible and provided no troubleshooting or self-help resources. No paid-support offer made.

Troubleshooting Steps
  • Verified warranty status (out-of-warranty)
Key Observations
  • Agent incorrectly claimed that login to the EA7500 is impossible due to discontinued email/password access (transcript [06:00]), which is factually wrong — local access via 192.168.1.1 remains fully functional per the EA Series KB.
  • No troubleshooting steps were attempted despite the issue being a common local login/password problem resolvable via 192.168.1.1, factory reset, or default credentials.
  • Agent failed to offer paid support despite IVR stating it is available and business rules requiring it for out-of-warranty cases.
  • Agent did not provide any self-help resources (KB articles, support.linksys.com, myrouter.local) after declining free support, violating out-of-warranty support policy.
  • Agent misrepresented Linksys support policy by implying no technical help is available for legacy devices, which contradicts documented self-help paths for local access and password recovery.
Positive Highlights
  • Correctly identified and confirmed the product model (EA7500) and serial number (6804086) from customer input at [02:00]–[03:00].
  • Verified warranty status accurately and set expectations about free support eligibility.
  • Collected customer name (Mark Diaz) and email (MEHAS.1956@gmail.com) properly at [03:00]–[04:00].
Agent Errors / Gaps
  • Provided materially inaccurate technical information: claimed login is impossible due to discontinued email/password system, when local admin access via 192.168.1.1 is still valid and fully supported per the EA Series KB (transcript [06:00]).
  • Failed to perform basic troubleshooting for a login issue (e.g., confirm local URL, default credentials, factory reset).
  • Did not offer paid support despite IVR stating it is available and business rules requiring it for out-of-warranty cases.
  • Did not provide any self-help resources (KB article, support.linksys.com, myrouter.local) after declining free support, violating out-of-warranty support policy.
  • Misrepresented Linksys support policy by implying no technical help is available for legacy devices, which contradicts documented self-help paths for local access and password recovery.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent told the customer they must buy a new router without resolving the connectivity issue or offering any functional workaround.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., power cycle, factory reset, local login via 192.168.1.1) were attempted or suggested despite the issue being basic access.
R3 Not Met Correct resolution path conf 90%
Agent cited expired warranty and discontinued support as reasons to stop helping, violating the OOW standard requiring best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent asked for serial number, ISP, and email but did not diagnose symptoms like LED status, local access failure, or prior configuration attempts.
T2 Not Met Appropriate tools / resources used conf 85%
No use of KB, remote tools, or even basic guidance to http://192.168.1.1; relied solely on warranty lookup instead of diagnostic process.
T3 Met No misinformation conf 90%
Correctly stated that EA7500 v2 is an older model with no firmware updates and that cloud login via email/password is no longer supported.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control and collected info but failed to structure the interaction with clear expectations or resolution path.
C2 Met Confirmed understanding conf 85%
Used simple language, repeated customer details for confirmation, and avoided technical jargon, matching customer's communication level.
Customer Ownership
O1 Met Ownership & empathy conf 80%
Agent owned the call end-to-end, did not transfer, and took responsibility for explaining product limitations.
O2 Not Met Proactive follow-through conf 95%
Provided no actionable next steps beyond purchasing a new router; no follow-up or self-help resources offered.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the OOW status and non-critical nature of the issue.
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%
Offered a brief apology ('do apologize for your experience') but did not acknowledge frustration or repeated effort.
X2 Partially Met Tone & rapport conf 75%
Maintained neutral tone but did not adjust pace or rephrase when customer struggled; missed cues of confusion about account deletion.
X3 Not Met Overall experience conf 95%
Forced customer to repeat information (serial number), provided no troubleshooting shortcuts, and imposed full burden of replacement.
Call Transcript13 turns · 14 lines
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 2. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support, Support (dot) com
00:00
Speaker 1
Yes, I'm trying to uh set up an old router and I can't connect. It's not connecting. I can't get in there to see the settings. Hold on. on the back right? Serial number one 8L 21S.
01:00
Speaker 2
Platform Punkt com. You can also connect with other users for tips and guidance at redit.com slash r slash Linksys. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today? [silence] [silence] Oh, the uh, do apologize for your experience. Sir, can you confirm to me if what's your, the serial number for your Linksys device, please? Mm hmm.
01:00
Speaker 1
6 8 0 4086 sounds like there's a war in it's 6 you say that again Oh EA 7500 version to no starts, starts 18 I 2. I'm sorry. Oh FIOS. Um that's um Frontier. First time I've called, yes. Mark Diaz Diaz M-I-K-E-S E-HAS.
02:00
Speaker 2
know sir who's your internet service provider Mayo who's your internet service provider okay and is this the first time you call Linksys all right let me first create a record for you in the system before we proceed I know your first name and last name how about your email address sir
03:00
Speaker 1
Or rather, M E H A S dot 1956 at gmail.com. No, it's M E H A S dot 1956.
04:00
Speaker 2
Mm. Mm. Let me confirm again. M mark E H a s at gmail.com. Okay. That's one nine five six, Catalog. Got it. Thank you so much. Give me just two minutes, sir. Let me just fill in everything first in the system.
04:00
Speaker 1
quite some time yeah
05:00
Speaker 2
so so you have you had this instructor okay because i was able to create a record for you in the system however um based on your records here the warranty of your product is already been expired and just to set proper expectations uh we no longer provide free technical assistance for out of warranty devices and aside from that sir i was able to pull up a record here that the router that you have is part of our oldest router uh it's the first generation router meaning to say aside that we no longer manufacture this kind of router we no longer also provide any firmware updates for your uh router meaning to say
05:00
Speaker 1
Okay. Is, it possible that you- Did you find my account? . So, when I create account and it says I have an account already. How do I delete it? Or can I? Cause I can't do it. Yeah, go ahead.
06:00
Speaker 2
even if you run some troubleshooting for this device, it may not work anymore because technical assistance is not available anymore with this kind of router. Oh, um, we no longer, uh, if by chance you are going to log into your Linksys account, I might afraid that you can only log in using a router password. So if by chance you have email and password before, it's already been removed from Linksys because we no longer support email and password login credentials. Hmm? Oh, uh, unfortunately, sir, you cannot. Go ahead.
06:00
Speaker 1
I tried to, but you're not showing that it's being there. Uh, that's why it doesn't connect. Okay. So really my only alternative is to purchase a new router, right? Okey dokey. All right, well, that answers that question. Thank you. You do the same.
07:00
Speaker 2
Yes, unfortunately, sir, you cannot delete it anymore. Yes, and again, no one can log in using email and password anymore because we have already deleted the remote access in the system. Mhm. Yes, sir, that is compatible with your modem right now. Okay, thank you so much, sir. You have a nice day ahead. Bye-bye for now.
07:00