V2 Rubric Detail — 44751e58-70e4-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-25 22:21
Duration
12m 2s
Contact
Susan Youngren
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134865
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6900 Alexa Dropping it's internet
⚠ Auto-Zero applied: T3 Not Met — Agent provided materially incorrect technical information by identifying the Linksys EA6900 as a Netgear product, which constitutes a critical failure under rubric section F (Non-Adherence to Documentation) and triggers auto-zero for factual inaccuracy.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp3.21/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent correctly identified the EA6900 as end-of-life but failed to conduct meaningful troubleshooting or provide actionable next steps. The critical error of misidentifying the router as a Netgear product invalidates technical accuracy and triggers an auto-zero. While ownership was maintained and tools were used appropriately, the interaction resulted in only partial resolution, leaving the customer without a clear path forward beyond purchasing new hardware.

V1 Case Analysis

Customer with EA6900 router experiencing frequent glitches requested firmware update. Agent confirmed last firmware update was March 21, 2018, support ended August 24, 2024, and no further updates are available. Agent incorrectly identified EA6900 as Netgear product. Advised replacement; no troubleshooting performed.

Troubleshooting Steps
  • Collected model (EA6900) and serial number.
  • Checked internal records for firmware update history and support end date.
  • Informed customer about auto-update default setting.
Key Observations
  • Agent correctly identified EA6900 as out-of-support with no further firmware updates (per universal_firmware_update.md).
  • Agent failed to verify router access or perform basic troubleshooting (reboot, reset) despite customer reporting ongoing glitches.
  • Agent incorrectly stated EA6900 is a Netgear product at [10:00] — this is a factual error contradicting KB records (EA6900 is Linksys).
  • No active troubleshooting was performed; call relied solely on informational guidance.
Positive Highlights
  • Accurately collected customer name, email, model, and serial number.
  • Provided correct information about end-of-support date (August 24, 2024) and last firmware update (March 21, 2018).
  • Correctly explained that firmware auto-update is enabled by default on Linksys routers (per universal_firmware_update.md).
Agent Errors / Gaps
  • Incorrectly identified EA6900 as a Netgear product — serious accuracy error (transcript [10:00]).
  • Failed to confirm router access or auto-update status via http://192.168.1.1 or http://myrouter.local (per universal_firmware_update.md).
  • Did not perform basic troubleshooting steps (reboot, reset) despite customer reporting ongoing glitches.
  • Long periods of silence and filler language reduced efficiency and empathy.
  • Did not offer paid-support option despite product being out-of-warranty/unsupported.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent explained the EA6900 is end-of-life and no longer supported, but did not confirm resolution of the customer's actual issue (glitching Alexa display, streaming problems); customer left without troubleshooting steps or confirmation that purchasing a new router would solve their problem.
R2 Not Met Diagnostic thoroughness conf 97%
Agent did not guide customer to check firmware settings, attempt an update, or perform basic troubleshooting (reboot, access local interface); jumped directly to end-of-life status without validating current configuration or symptoms on the device.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the product was out of support, but failed to provide best-effort troubleshooting (e.g., factory reset, firmware check, QoS settings) expected for OOW devices; instead defaulted to replacement advice without attempting resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent asked whether the issue affected one or all devices and confirmed internet functionality, showing some diagnostic logic, but did not identify root cause or explore router configuration despite customer describing ongoing performance issues.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system data to verify product lifecycle and firmware update history, which is appropriate for determining support status.
T3 Not Met No misinformation conf 99%
Agent stated, 'the EA 6900 Netgear product' — a clear factual error, as EA6900 is a Linksys, not Netgear, model; this undermines technical credibility and could mislead the customer.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected required information but allowed multiple long silences, did not set clear expectations for the call flow, and failed to manage transition from data collection to resolution effectively.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple language but did not confirm understanding, adapt messaging to customer’s non-technical self-identification, or check comprehension after delivering complex information (e.g., end-of-life status).
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, gathered necessary details (model, serial, name, email), and provided a final response without transferring or abandoning responsibility.
O2 Not Met Proactive follow-through conf 87%
Agent told customer to 'go out and purchase another router' but provided no specific next steps, timeline, or guidance on model selection, leaving customer without a clear action plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the inquiry and product status.
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%
Agent said 'I'm sorry' and 'we totally understand,' but empathy was brief and generic; did not acknowledge customer frustration with long-standing issues or repeated device resets.
X2 Partially Met Tone & rapport conf 78%
Agent maintained a polite tone but did not adjust pace or style in response to customer’s emotional state (e.g., resignation, frustration); continued with data collection even after customer expressed intent to switch brands.
X3 Met Overall experience conf 90%
Agent did not require repetition of information already provided and avoided unnecessary steps; efficiently moved from inquiry to conclusion based on system data.
Call Transcript24 turns · 24 lines
Speaker 1
Yes, I just got I got through talking with the Spectrum person and they're they're suggesting that I called you. Um . . .
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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about it, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available, depending on the issue. Thank you for calling Linksys technical support. My name is Ellie, how can I help you?
00:00
Speaker 1
ask you for a firmware update on our Linksys router. Yeah, it has never been updated. We're having lots of glitches. I said, it's been glitchy, it's been very glitchy. Okay, the model number is an EA6900, I think it is. And then the serial number is a 13h as in Harry, 11605503257. Uh-huh.
01:00
Speaker 2
[silence] Okay, uh let me just I'm sorry. [silence] Okay. And can you give me the model number and the serial number of this Linux router that you have so I can check it? Uh-huh. [silence] Okay. Uh let me just read it back uh to you. That's 138 for Harry. One one six
01:00
Speaker 1
Yes, that's correct. Well, that's what I I we're in, we're in a rural, we're in a rural area. And so our internet is spotty at best, but that's why we got the router and we got, and we're on spectrum, so we have the boxes for our TV, but we stream a lot. And a lot of the times we have to shut our stuff down and then restart it to get it to work again. So I don't know if that's a problem, but right now I'm having on my Alexis display, and it's been doing this every all the time. There's a, it glitches like every second, there's a glitch and then it then it's the.
02:00
Speaker 2
0, 5, 5, 0, 3, 2, 5, 7. Okay. But just to make sure, is your internet like working fine? Or are you eh I'm sorry.
02:00
Speaker 1
It's blaze on, and then it glitches again. About every one to two seconds. And it's always done that. Um, uh, well, I don't know how to tell if it's on the if it's on the streaming. I mean it we do not get interruption on our streaming except when we cannot connect. Then we have to turn everything off and turn it back on and let it set and then reset that way. Um, my phone, my when I'm playing videos on my phone, I have a lot of the rendering where it just plays a little bit and then it renders and renders and renders and I don't know if that's part of it. That's the internet.
03:00
Speaker 2
Okay. So this glitch or this sudden disconnection is it only, is it only happening to a single device or are you experiencing this one to all of the devices that you have, not just on the Alexa?
03:00
Speaker 1
I'm not real techie, so, um, but the only one where I see the actual glitch, where it just kind of is a, is a little, you know, interruption. That is only on the display on my Alexa. I I don't I don't have displays anywhere else. Yeah. Okay. Yes, it is. We've had this piece, this this particular, uh, router for I don't know. I I think I got it when I was working from home and uh, that's probably even seven, seven years ago. So, uh, but Oh, no. I, I, that's okay. I don't have any more questions. I just would like to know if you can help me with our connections.
04:00
Speaker 2
it's okay okay uh by the way ma'am is this or is this your also first time like uh calling Linksys? huh huh okay. okay thank you so much uh let me just uh yes ma'am I'm sorry huh uh yeah [silence]
04:00
Speaker 1
[silence] My [silence] name is Susan [silence] S-u-s-a-n [silence] three him Youngren Y-O-U-N-G-R-E-N. [silence] Yes, it's F Youngren all lower case S Youngren at Charter C-H-A-R-T-E-R.net.
05:00
Speaker 2
Okay. before we proceed on some other troubleshooting, uh, let me just create a record here real quick in our system. Uh, can I have your first name and your last name please. Oh, Okay, and can I also please have your active email address Ms. Susan. Okay, thank you so much. Um
05:00
Speaker 1
Well, I called them first because we have Internet with them. And they reset the Internet without really checking the equipment. They just did a reset. And that did bring it.
06:00
Speaker 2
Router ea-69. And by the way, Mr.省Zhen, when they, Spectrum, mentioned about some firmware update that you need to ask from us, like, did they do something, like, did they run some troubleshooting? Uh-huh.
06:00
Speaker 1
[KEEP_UNCERTAIN] I'm, I'm, I'm baking. So I needed the timer set. So, um, I, yeah, so I do have that back. But, um, I, I complained about our streaming because we do stream and a lot of times our streaming is, um, not available. So we have to turn everything off and then turn it back on. And then it, then it comes back. So, she said I might have to check if, have you, um, these, it's never had an update to this firmware. And so she said that could be a problem especially when I'd mentioned the glitching in the display of the, um, Alexa. So that's, that's totally one. Yeah. She said that maybe that would help.
07:00
Speaker 2
Okay. Okay, . Let me just double check everything here. Okay.
07:00
Speaker 1
Uh huh. Okay, well alright. Well then we'll just have to go buy a new one. I said we can buy a new one and it won't be Linsby's. Yeah. I mean if you're not going to support this one, I, I've never had an update on this unless you do it and we don't know.
08:00
Speaker 2
Okay, um, by the way, uh, Miss Susan, so I did check everything, especially the life of this router. So, uh, Miss Susan, as per checking here, this router actually not receiving any updates started or since August 26th of 2019. And then for this router, the support of this router actually also ended as well as August 24th of 2024. So we cannot, uh, provide support for these routers anymore. And I, yeah, uh, I'm sorry. I, uh, yeah, we totally
08:00
Speaker 1
this is the first time I've ever requested any kind of service from you. am I able to do what with this router? Am I able to, only what's on the back. No, not from the web browser. No. I haven't tried. I haven't tried. um I did not know that this was even a thing that this thing had to be updated or um you know periodically.
09:00
Speaker 2
Yeah, we totally understand that one, but, um, are you able to access the router settings of, uh, this router, Miss Susan? Were you able to access this the, yeah, were you able to access the router settings of your EA6900 on the web browser? Okay. Uh-huh. Yeah. Uh, this, uh, this router, uh-huh, yeah, this router is, um, by default, uh, each of the router by default, its firmware update should be downloaded automatically to, uh, your account.
09:00
Speaker 1
Okay. Well that then it, all right. But that's, but it, you said it's not, so, so when was the last update that this router had? August of [silence]
10:00
Speaker 2
Automatically. because it's actually on by default the the update of any firmware for each of the routers by default is actually on. yes so it should uh uh let me double check it for you. uh okay give me one second. EA 6900. let me just double check it so that of course I can provide you an an exact answer to your question. EA 6900. just to be sure we're talking about the same product. um the EA 6900 Netgear product. So, uh the EA 6900 router from Netgear has firmware updates that are automatically on by default. though this might depend on your specific configuration or current firmware version. So, to answer your specific question, yes, the firmware update settings should be enabled by default on your EA 6900 router but I recommend you check your router settings to confirm.
10:00
Speaker 1
So there's no updates available for this router or does it just stop updating? And why did it stop updating? I mean... Okay. Okay. Yeah, okay. Well, then we will just go out and purchase another router and thank you very much for your help. Okay? Mm-hmm. Bye.
11:00
Speaker 2
check the second version. Yeah, the last update of its firmware actually happened last March 21st of 2018. After that, there is no more updates on this router. [silence] [silence] it it just stops updating after the March 21st, 2018 update. Because, um, Linksys is no longer manufacturing the same products anymore. So, that's why it actually - yes. Uh-huh. earthquakes and thank you so much as well. Yeah. [silence] [silence]
11:00