V2 Rubric Detail — 6ace01d4-73c1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 13:49
Duration
5m 6s
Contact
No Name
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135136
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single Device cannot connect to wifi

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp0.71/5
Overall22.4% (-1.6)

V2 Grader Summary

Agent incorrectly declared EA8500 end-of-life and unsupported despite KB confirmation of ongoing firmware updates and IoT compatibility. No troubleshooting, tool use, or best-effort guidance was provided for OOW device, resulting in no resolution. Interaction lacked empathy, technical accuracy, and customer ownership, failing core support standards.

V1 Case Analysis

Customer unable to connect Ring camera to 2.4 GHz on EA8500; agent incorrectly stated device is end-of-life and offered no troubleshooting or self-help path.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly claimed the EA8500 is end-of-life and no longer supported, which is not accurate per Linksys KB — firmware updates are still available via auto-update.
  • No troubleshooting steps were performed despite the issue being a common 2.4 GHz connectivity problem.
  • Agent failed to verify whether the 2.4 GHz band was enabled or disabled in router settings.
  • No firmware check or update recommendation was made, despite the universal_firmware_update.md KB confirming auto-updates are supported on EA series.
  • No case number was created, and no warranty status was confirmed despite discussing support eligibility.
Positive Highlights
  • Agent captured the correct model number (EEA8500) and serial number from the customer at [01:00–02:00].
  • Polite greeting and closing tone, maintaining professionalism throughout.
Agent Errors / Gaps
  • Provided materially incorrect technical information by stating the EA8500 is end-of-life and has no firmware updates (contradicted by KB).
  • Failed to perform any basic troubleshooting for a 2.4 GHz connectivity issue, such as checking band settings or firewall rules.
  • Did not verify firmware version or recommend enabling auto-updates, which is standard procedure per KB.
  • Did not create or reference a HappyFox case number.
  • Did not confirm warranty status or offer any self-help resources (e.g., KB articles, setup guides) after declaring the device out of support.
  • Prematurely recommended hardware replacement without validating the actual cause of the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared router end-of-life and suggested buying new model without resolving Ring camera 2G connectivity issue or providing workaround.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions asked about Wi-Fi settings, firewall, SSID, password, or 2.4 GHz band; no troubleshooting steps attempted.
R3 Not Met Correct resolution path conf 96%
Agent dismissed OOW device with 'end of life, no support' claim instead of offering best-effort troubleshooting (e.g., factory reset, firmware check, WPA2 mode).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms beyond 'can't connect to 2G'; no diagnostic questions about network configuration, device compatibility, or interference.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — agent did not direct customer to access http://192.168.1.1, check firmware, security settings, or MAC filtering despite relevance.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated EA8500 is end-of-life with no firmware updates; KB confirms EA series still receives updates and supports WPA2/WPA3, 2.4 GHz, and IoT compatibility.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent acknowledged issue and responded but failed to set expectations, structure call, or maintain control — conversation dominated by customer initiative.
C2 Met Confirmed understanding conf 92%
Agent used plain language, avoided jargon, and responded directly to customer questions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on call but took no ownership of troubleshooting — defaulted to product replacement instead of problem-solving.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested newer model (6200) as next step but provided no timeline, actionable plan, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and resolvable with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent provided no empathy, acknowledgment of frustration, or validation of effort — response was transactional and dismissive.
X2 Partially Met Tone & rapport conf 87%
Agent maintained polite tone but did not adapt to customer’s evident frustration or clarify understanding after key statements.
X3 Not Met Overall experience conf 94%
Agent placed full burden on customer to replace hardware without attempting remote resolution, reducing no effort or simplifying path forward.
Call Transcript12 turns · 12 lines
Speaker 1
[ silence ] Hi, yes, I'm actually calling about our LynxE router. Um, I got my, the way, I want to
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, 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. Hello, thank you for calling Linksys Technical Support. This is Charm. How can I assist you today? [silence]
00:00
Speaker 1
The the issue that I'm having is I am trying to connect like a ring camera to it and for some reason it will not let me connect to the 2G. When I contacted like Ring themselves they're like the issue isn't on our end it has to be on the router's and like it's blocking me from from connecting to 2G. I can't even force it to connect to 2G. She said maybe there's some kind of firewall up on it. Yeah, the model number is EEA8500 and then the
01:00
Speaker 2
Hold on.
01:00
Speaker 1
um, all right, my, my serial numbers, uh, 16 P10a 6 3 6 0 5 0 4 3 um, for a spectrum router, uh, I tried um, uh, I, I tried a couple of different brands and, and they, some of them didn't work, but and I even tried to just connect like a bird camera, that I just got and it would not let me connect to that.
02:00
Speaker 2
Got it. And also, may I know who is your internet service provider, ma'am? picture. I see cannot remember. Let me double check it. Yes. Here.
02:00
Speaker 1
Okay, so basically what you're saying is I probably need a new router. Okay, all right. And that's what I was kind of...
03:00
Speaker 2
All right. So based on the record here, ma'am, with regards to this model number and serial number that you provided to me, this router was already part of our end of life and end of support device. It means that we don't provide technical support anymore and also no updated firmware. Maybe that's the reason why the Ring camera doesn't work on this router since this router was already outdated. Yes, ma'am, the latest one.
03:00
Speaker 1
I'm thinking too is maybe it's time. How old is this router offhand? Do you know? I'm sorry. Can you say that again? What is it? Because this is just obviously residential. So I'm I'm looking for something like that's just going to be for our house, but that obviously can connect with multiple devices. So what did you what did you say was maybe the newest one? 6200. Okay. All right. That's that's all I needed. Thank you.
04:00
Speaker 2
[silence]
04:00
Speaker 1
We so much. All right. Bye-bye. You'd be fine.
05:00
Speaker 2
Thank you so much, ma'am. Have a good one. Bye.
05:00