V2 Rubric Detail — 4644b55c-636c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:00
Duration
7m 48s
Contact
Amanda Sellitto
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132644
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall31.8% (-4.2)

V2 Grader Summary

The agent identified the device was out of support and assumed a factory reset, offering to email a setup guide. However, no active troubleshooting, diagnostic questions, or empathy were provided, and the customer repeated information unnecessarily. The issue remained unresolved with insufficient next-step clarity, resulting in a failed resolution despite minimal best-effort guidance.

V1 Case Analysis

Customer reported missing Wi-Fi SSID after router reset. Agent identified EA6350 v2, incorrectly claimed support ended in 2025, and offered to email setup instructions. No confirmation of successful setup or connectivity restoration.

Troubleshooting Steps
  • Collected model number (EA6350 v2) and serial number (14Y20J0BC).
  • Attempted internal system lookup (no data returned).
  • Assessed that router was likely reset to factory defaults based on symptom.
  • Identified default SSID should be visible (lynx06739).
Key Observations
  • Agent made a materially false statement at [06:00] that EA6350 v2 support ended in 2025. This directly contradicts the KB (universal_eol_firmware.md), which lists EA6350 v2 as a supported model with available firmware. This constitutes a serious accuracy failure.
  • Agent did not verify whether the customer could see or connect to the default SSID before ending the call.
  • Default SSID 'lynx06739' is non-standard for EA6350 v2. The KB indicates default SSIDs are typically 'Linksys' followed by the last 6 digits of the MAC address (e.g., Linksys06739), not 'lynx'.
  • Customer email 'okao11111.com' appears malformed. Agent did not clarify or confirm the correct format, increasing the risk that the setup guide will not be delivered.
  • Call ended abruptly with no confirmation of customer understanding or ability to execute next steps.
Positive Highlights
  • Collected model number, serial number, customer name, and email address despite ASR challenges.
  • Correctly diagnosed that a factory reset likely caused the missing SSID.
  • Offered to send a written setup guide via email, which is a valid self-help path for out-of-warranty context.
Agent Errors / Gaps
  • Incorrectly stated that EA6350 v2 support ended in 2025. This is factually false per the KB and constitutes a serious accuracy error.
  • Failed to confirm whether the customer could see or connect to the default SSID before ending the call.
  • Provided incorrect default SSID 'lynx06739' instead of the standard 'LinksysXXXX' format.
  • Did not clarify or correct the customer's malformed email address, increasing the risk of failed guide delivery.
  • Prematurely ended the call without confirming the customer's ability to execute the next steps or restore connectivity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the issue; only stated the router was reset and offered to send a setup guide without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No actual troubleshooting steps were performed—no power cycle verification, no guidance on accessing admin interface, no check of Wi-Fi settings or LED status.
R3 Partially Met Correct resolution path conf 89%
Agent correctly identified the device was out of support but offered a setup guide for best-effort recovery, aligning with OOW expectations to provide troubleshooting rather than outright dismissal.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about symptoms (e.g., LED status, device visibility, prior changes) and failed to identify root cause beyond assuming a factory reset.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used internal lookup to confirm model and support status, which was appropriate, but did not leverage any further tools (e.g., admin login guidance, logs, or remote diagnostics) that could have advanced resolution.
T3 Partially Met No misinformation conf 87%
Correctly stated EA6350 v2 support ended in 2025 and default SSID format is accurate; however, 'lynx 06739' is a mispronunciation/ASR error for 'Linksys' followed by MAC suffix, which may confuse customer.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected required info (serial, model, name, email) and moved call forward, but did not set expectations or guide toward a resolution path—call ended reactively when customer hung up.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple terms and avoided complex jargon; while not explicitly confirming understanding, the explanation of connecting to default Wi-Fi was basic and accessible.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent did not transfer and committed to sending a setup guide, showing ownership; however, did not ensure customer could act on it or confirm resolution before call ended.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to sending instructions via email but did not specify timing or follow-up action, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue did not require escalation given its nature and device support 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 86%
Agent was polite and professional but did not acknowledge customer frustration or express empathy for the connectivity issue.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a neutral tone and provided basic information; while not highly adaptive, communication was functional and did not disengage the customer until resolution was declined.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and model multiple times; agent did not use initial data efficiently, increasing customer effort.
Call Transcript16 turns · 16 lines
Speaker 1
Hi. I am calling um I'm having a problem with um connecting with my router um it's not even giving me an option as like my username
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 one now. For out-of-warranty products, please have your devices, 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] Thank you for calling Linksys. My name is Gerald. You can help. [silence]
00:00
Speaker 1
for the wireless so my TVs are not connected and I've unplugged it I've restarted it everything where do you see the okay hang on okay um there's a serial number 14 Y2 O J O B C
01:00
Speaker 2
all right can you give me the serial number and model number if that the bottom of the router [silence]
01:00
Speaker 1
506 739 4. 8f 8b 3e 9d 548 is okay. One, nine, six, three, four, four, nine, four. Wireless password. I got, I have the serial number, the Mac address. There's no model. Okay, down further. Oh boy. Let me try to see this.
02:00
Speaker 2
I need the model number. No, it's not it. It will say model number. Look for model number.
02:00
Speaker 1
63 50 v2 yeah, Amanda Salato.
03:00
Speaker 2
I let me check. All right. So while I'm checking the the serial number here, waiting for the result, what is your first name and last name. So I can create a record for you. Is it SA L A D O? [silence]
03:00
Speaker 1
T T as in Tom Tom. O. A as in Amanda. K as in Kelly. S as in Soletto. And then five number ones. So 1 1 1 1 1. Yeah.
04:00
Speaker 2
T .T .O. okay. alright, I got it, thank you. what is your email address? oh, 5, 1111, o k a o l dot com. alright, thank you. [silence]
04:00
Speaker 1
okay. [silence] Let me get a flashlight so I can see it better why you're telling me
05:00
Speaker 2
All right. I got the result of the serial number right here. Actually, there's no result because this is not showing any data here. But if you confirm that this is the the right serial number, then... I will check the model number. OK there you go.
05:00
Speaker 1
[silence] What happens?
06:00
Speaker 2
all right thank you so I did search for the model number unfortunately this e a 6350 version 2 the supported this already ended 2025 but I think your rather was reset so I can just send you the guy and how you can have set up your router I think your rather was reset because you mentioned that you cannot see the wi-fi name that you created so you probably can see the lynx 06739.
06:00
Speaker 1
Okay. Okay, that's good. Nope, I'm all set. Thank you. Bye.
07:00
Speaker 2
in your network place. and that's your Wi-Fi, the default Wi-Fi of your router. You just need to connect to that and set up your router because it got back to default settings. I can send you the guide how you could do it. unfortunately, we no longer support this one. It ended in 2025. and support. Since I got your email, I'll just send you the instruction now, you can set up the router that you have. And you have other questions though, any other questions, though? Thanks so much for understanding. Thank you. Bye for now.
07:00