V2 Rubric Detail — 54e8452a-604b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:26
Duration
16m 55s
Contact
George N
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132306
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500_1st time setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical1.56/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall45.6% (-10.4)

V2 Grader Summary

The agent failed to resolve the issue or provide real-time troubleshooting, incorrectly stating the E2500 is unsupported. While ownership and communication were strong, technical accuracy and diagnostic process were fundamentally flawed, resulting in no progress toward resolution. The promised email does not constitute a resolved outcome.

V1 Case Analysis

Customer unable to get EA2500 online (flashing power LED). Agent advised incorrect reset procedures (30-sec press and recovery reset, neither valid for EA2500) and promised email instructions. No verification performed.

Troubleshooting Steps
  • Confirmed model (EA2500).
  • Explained product is discontinued and no longer supported.
  • Advised incorrect factory reset duration (30 seconds instead of ~10 seconds).
  • Incorrectly mentioned recovery reset (not valid for EA2500).
  • Offered to email setup instructions.
Key Observations
  • Agent incorrectly advised 30-second reset duration for EA2500 (KB: ~10 seconds) [12:00-13:00].
  • Agent incorrectly mentioned recovery reset, which is not supported on EA2500 per KB [10:00-11:00].
  • Agent did not collect customer email before promising to send instructions [14:00-15:00].
  • Agent failed to verify whether default Wi-Fi credentials were visible on the device label [07:00].
  • Agent did not confirm whether the customer could access the router setup page (192.168.1.1) [06:00-07:00].
Positive Highlights
  • Correctly identified the product model (E2500) after initial confusion [03:00].
  • Explained that the EA2500 is discontinued and no longer supported, setting realistic expectations [04:00-05:00].
  • Offered to send written instructions, providing a tangible next step for the customer [05:00-06:00].
Agent Errors / Gaps
  • Provided incorrect reset duration (30 seconds instead of ~10 seconds for EA2500) [12:00-13:00].
  • Incorrectly mentioned recovery reset, which is not applicable to EA2500 per KB [10:00-11:00].
  • Failed to collect customer email before promising to send instructions [14:00-15:00].
  • Did not verify warranty status or escalate appropriately despite discussing end-of-support [04:00-05:00].
  • Did not reference or open a HappyFox case during the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent promised to email setup and reset instructions but did not resolve the core issue of the flashing power light or internet connectivity during the call.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped basic troubleshooting: no power cycle of modem/router, no check of Ethernet cables, no verification of ISP status, and no attempt to access the router interface before suggesting reset.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly declared the E2500 'obsolete' and unsupported due to age, despite no KB stating this; failed to offer proper best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identified the flashing light symptom but did not ask about connection type (PPPoE/DHCP), WAN IP, or perform logical isolation steps to determine if issue was with modem, router, or ISP.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used internal system to check serial number (tool used appropriately), but did not leverage available resources like KB articles or remote diagnostics despite the issue being resolvable without escalation.
T3 Partially Met No misinformation conf 85%
Agent correctly identified factory reset as a potential fix, but overstated hold time (30 seconds vs documented 10–20 seconds); more critically, falsely claimed the E2500 is no longer supported, which is not in any KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened the call and set expectation of an email, but failed to structure troubleshooting steps, leading to a disjointed flow and lack of clear guidance during critical moments.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions clearly (e.g., reset button procedure), and confirmed understanding, adapting well to customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up instructions, maintaining responsibility throughout.
O2 Met Proactive follow-through conf 95%
Agent provided a specific timeline: 'give me five minutes after this call' to send the email, setting clear expectations.
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 was performed and none was warranted — the issue was a basic setup/connectivity problem within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy ('I understand sir'), remained courteous, and closed professionally with appreciation and well-wishes.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace, maintained engagement, and adjusted tone to be patient and supportive.
X3 Partially Met Overall experience conf 85%
Agent avoided re-asking information but increased customer effort by deferring all instructions to an email instead of guiding through reset live.
Call Transcript31 turns · 31 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 one 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 select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again. [silence]
00:00
Speaker 1
[silence]
01:00
Speaker 2
press 8. 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] Thank you for calling Lincise. This is hook and to help. [silence] Mm. okay. So, I can have your the serial number.
01:00
Speaker 1
slings E 22,500. somebody you got to register Lynn At 0-number. Seven. Four, four, seven. You're a missing one. uh, purchased it from somebody.
02:00
Speaker 2
Intentional beep. Intentional beep. Let me just double check. Let me repeat that one, sir, just to make sure that is 10 actions. Yeah, the serial number, sir. I'm going to repeat it just to make sure what I got there is 10 actions 303.683. 5 2 4 4. 7. Okay. Okay. Let me double check that one here. When did you purchase this one, sir?
02:00
Speaker 1
the model number, the link things, at the E2500, the end 600. I'll give you the, that's 600, the router is built in there right. Well I called Spectrum to connect this so they could this I already talked to them and they connected it. It says it's communicating but I'm trying to it doesn't work.
03:00
Speaker 2
uh, mhm. uh what's the model number, sir? Because I've actually tried both uh, I actually tried two tools here in our system but the serial number isn't showing. uh, can I have the model number? Sorry, yeah. E 2500. Mhm. Oh, okay. This one, sir is just a stand-alone router. Okay, so you've purchased this one, sir with uh, you purchased this one from somebody. Um, what have you tried so far?
03:00
Speaker 1
I don't see it on my, you know where. Yeah. It is Brown New. It is Brand New. They never used it. First time using it.
04:00
Speaker 2
Do you have a modem? Do you have a modem from your internet service provider? Okay. Because for this one, sir, since you've mentioned that you purchased with somebody, possible sir is that you need to do a full factory reset on this one. So that will remove and... Okay, because...ah, okay. So even if you purchase it brand new, sir, the device here is actually showing on our system as one of the obsolete product since this is one is part of the... part of our first generation router. So, um, we already stopped supporting the unit since July 27th of 2022 because this router sir is holding um, because this one carries the old Wi-Fi technology and then Spectrum just recently like around August... [silence]
04:00
Speaker 1
can I share and connect I a spectating that's communication spectococ
05:00
Speaker 2
August they're actually trying to upgrade their system to cope up with the newer Wi-Fi technology so to set this one up it may or may not work or it's not gonna be a guarantee that it will connect with spectrum but you can at least try to um set it up I understand sir but we but you actually need to set up this one first after spectrum so it will connect to the internet service provider um for this one um I know that you just newly purchase it however we already stop supporting the unit so what I can only do sir is send you an email step by step on how you can set it up so it will try to communicate with spectrum if it doesn't connect really with internet more likely because of its firmware since the firmware is old already or it's no longer compatible with spectrum.
05:00
Speaker 1
Okay, so you're yeah, because it doesn't come with instructions. Yeah, the email is Mine, I could go step-by-step have set up. I have to set it up in the in the internet, right? So if I can make if I connected if I connected by wire, it should work, right? How do I find the the the password?
06:00
Speaker 2
So would you like me to send you the email? Yes, yes, correct. Can you provide me an email address? [pause] You need to connect this one, say, to your mod, and then once you connect hardwired, if you have a computer, uh if, it would be best if you connect your computer wired as well. But if none, then I think it has a default wifi name that you can use to connect via wifi and then set it up. Yu usually it's on the stick sticker or at the bottom of your linksys router. [silence]
06:00
Speaker 1
Well, I'm psyche. And okay, so yeah, I don't see it here. What I said, password or what? Is there a different? Okay. [silence] [silence]
07:00
Speaker 2
Is there a default Wi-Fi name and password there? stickers or label at the bottom of this place is router. If none, then you need to connect wired directly so you can set up your own Wi-Fi name and Wi-Fi password. [silence] It a different um, it will say Wi-Fi name and password, but if nonsense, [silence] because this one is, um, I think using Wi-Fi five. And yeah, you actually really need to connect a computer directly so you can configure a Wi-Fi name and password.
07:00
Speaker 1
Oh. And that's just comparable with spectrum? Okay. G.E. Jay- Dimas. or Jorge in Spanish. So, so if my my power light is flashing, that means it's not connecting right? It's not, yeah, it's not solid, it's flashing.
09:00
Speaker 2
mesh system. So, we do have Velop that is actually much more compatible with this one. You can look for MX series that is our Wi-Fi mesh system velop yes, and that is using Wi-Fi a newer Wi-Fi technology uh, for this one, so how do you spell the George? Um, JO or GE. Okay. Yeah. so, um, yeah, that's correct. So, yeah, I'll send it to your email. So, give me maybe three minutes after this phone call, okay? If the power lights are is flashing.
09:00
Speaker 1
Yet on the back, you got the the Wi-Fi, you got the Wi-Fi, the wire connected flashing, but then you got the power on, it's supposed to be solid, right? [silence]
10:00
Speaker 2
[silence] Where is that one flashing at the back? I think that's the, yeah, that supposedly should be solid green. Well, it shouldn't supposedly flashing, sir, if, because if it's flashing, then there's something on the hardware of the unit. Then what we can only try on that one is do a recovery reset. If recovery reset doesn't work, then more likely there's an issue with the unit itself. Hmm, yeah. The router. Um, I'll include, sir, the recovery reset on the email.
10:00
Speaker 1
So the power light's flashing, then I have to reset it? right okay yeah because when I plugged it in this is it flashes it's not it's not solid
11:00
Speaker 2
At the bottom there is a small pin hole labelled as reset, um, at the bottom there is a small pin hole labelled as reset, more likely you need to try to reset it sir. To make sure that it's not if it will respond to the reset and after reset it will turn like solid green then more likely um the router is okay. But if it still keeps flashing, um flashing green then you can do a recovery reset. I I can include that one on the email. B but if not then more likely there is uh it's it's indicating a hardware issue already. So tri you try to um or try to look
11:00
Speaker 1
Because I'm plugged and I plug it back up and it's still flashing so the reset button you just press it for your plug it in. Set it, press for a few seconds, right? But you had to turn it off first turn it off and then use a pen for 30 seconds and plug it back on right.
12:00
Speaker 2
[KEEP_UNCERTAIN] a, um, try to look at Try to look at a different outlet or check there the, um, um, power adapter. If, if it's using the correct, um, specifications of the power adapter that the router requires to power. Um, I'll try to look what is the, um, power requirements for this one. So, so you can double-check the adapter as well. Um, press and hold it for 30 seconds. uh, no, sir, you need
12:00
Speaker 1
Okay. So when it's on, I press the button, the reset button for 30 seconds and let go, and it should stop flashing, right? If it doesn't, there's a problem with it. Even the menu.
13:00
Speaker 2
the router needs to be plug in, but the router needs to be on then you perform the reset while it's on. Correct. Correct. Yeah, that's correct. and there's This one in that one, there is already a hardware issue on that one that you may try to do a recovery reset, but if it's still, if, if still the recovery reset won't work, then more likely it's it's a hardware issue. Even if it's brand new sir, yeah sometimes, because this one's actually manufactured around, I guess, 2020 or 2021. So it's been a while already for this one to be manufactured and we, we already stopped manufacturing this one around 2022. So.
13:00
Speaker 1
but they still show me out there right there still right we can at least try okay send me the info and I'll just wait for the info. I'm gonna try and plug it into the computer, wire hope it works. I'll wait for your information
14:00
Speaker 2
It's been a while already. Yeah, but we can at least try. Okay, but not right, sir. Okay, give me five minutes because I'll have to search for what's going to be the power. Yeah, and then I'll send to you the recovery reset. All right. Yeah, before it was actually.
14:00
Speaker 1
Before that, you know, I have to go in and set it up and set up my password changed to name my unit. I just didn't have instructions on this one. But it is half my instructions. It should be easy. I'm a little computer literate. I used to sell, I used to sell hardware before.
15:00
Speaker 2
Yeah, before it was actually set up using CDs. Yeah. Yeah. I see. I i i i feel sure that you actually know your um way around the router so I'll send you the instructions. [silence] Sorry, sir? Um, no, Sir, before we were actually affiliated with token but right now um we are yeah no longer. [silence]
15:00
Speaker 1
and we used to make keywords and mouses well but still can okay well i'll wait for your information and this is coming from lynsie okay appreciate it thank you
16:00
Speaker 2
No, but, before, before, right now we, um, Belkin is already, um, like a different, um, different, um, different. Yeah. Yes, this is going to be coming from Linksys sir so you will receive the case number associated and then the, um, email will be under Linksys technical support. You're welcome, sir. You have a great day there, okay? You take care. Bye-bye, sir.
16:00