V2 Rubric Detail — 7a4a0880-69b5-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-16 18:59
Duration
15m 36s
Contact
Dale Gustafson
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133648
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500_Linksys Account Issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent provided materially incorrect information (T3 Not Met) by directing customer to 'support.lexus.com' — a confirmed Voxtral hallucination of 'support.linksys.com' — which constitutes a critical failure under rubric item F (Non-Adherence to Accuracy).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the customer's concerns about securing an old Linksys account and retrieving firmware for an EA7500. While correctly identifying the device as end-of-life, the agent provided no actionable path forward, used no diagnostic tools, and delivered hallucinated information including 'support.lexus.com', resulting in a critical accuracy failure and unresolved outcome.

V1 Case Analysis

Customer called about legacy Linksys Smart Wi-Fi account access and original firmware for EA7500. Agent provided incorrect information (EA7500 end-of-support, wrong URL support.lexus.com), failed to verify warranty, and did not resolve the issue.

Troubleshooting Steps
  • Collected model number (EA7500)
  • Attempted to collect serial number (18L21S0B821381)
  • Incorrectly claimed cloud account service is discontinued
  • Falsely stated EA7500 is end-of-support
  • Provided incorrect website (support.lexus.com)
Key Observations
  • Agent provided incorrect URL (support.lexus.com) instead of Linksys support site, a critical accuracy failure.
  • Falsely claimed EA7500 is end-of-support, contradicting KB (universal_eol_firmware.md lists EA7500 as having firmware updates).
  • Incorrectly stated Linksys Smart Wi-Fi cloud service is discontinued, which is false per KB.
  • Failed to verify warranty status despite customer providing serial number.
  • No valid next steps or escalation path offered.
Positive Highlights
  • Agent confirmed the router model (EA7500) early in the call
  • Agent attempted to collect customer contact information
Agent Errors / Gaps
  • Provided incorrect URL (support.lexus.com) instead of Linksys support site
  • Incorrectly claimed EA7500 is an end-of-support router
  • Falsely stated the Linksys Smart Wi-Fi cloud service has been discontinued
  • Failed to verify or record the correct serial number despite multiple attempts
  • Did not check warranty status or create a case number
  • Did not offer a concrete or accurate next step or escalation path

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared EA7500 end of support and told customer not to touch anything, but provided no resolution path for account access or firmware retrieval.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken — agent did not ask about login attempts, firmware version, or current settings before stating cloud access is discontinued.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified EA7500 as end-of-life (per universal_eol_firmware.md), but failed to offer best-effort troubleshooting like firmware download links or factory reset guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause — customer wanted to secure an old account and retrieve firmware, but agent offered no diagnostic process or logical sequence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent could have accessed firmware repository or admin interface but instead gave incorrect information about discontinued services.
T3 Not Met No misinformation conf 98%
Agent directed customer to 'support.lexus.com' — a hallucinated URL; also incorrectly stated Linksys Smart Wi-Fi cloud is discontinued when it still exists for legacy devices.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure — agent did not frame the interaction, had long silences, and failed to maintain control or set expectations.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing phrases like 'don’t touch anything' without explanation and did not confirm understanding of customer’s security concerns.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — gave passive statements and avoided action, failing to follow through on any commitment.
O2 Not Met Proactive follow-through conf 94%
No next steps or timeline provided — conversation ended without a clear plan or follow-up action.
O3 Not Met Closure confirmation conf 93%
Customer mentioned this was a callback, but agent ignored prior history and re-asked for model/serial despite it being provided.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue involved legacy account and firmware access — warranted escalation to Tier 2, but agent did not escalate or even suggest it.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent said 'I'm sorry' and acknowledged discontinuation, but did not specifically recognize customer's security concern or repeat contact fatigue.
X2 Not Met Tone & rapport conf 93%
Agent used scripted, vague responses despite customer confusion and repeated 'support support support' — failed to adapt tone or pace.
X3 Not Met Overall experience conf 94%
Customer repeated serial numbers multiple times; agent did not use available info or streamline the process.
Call Transcript26 turns · 29 lines
Speaker 1
Good afternoon. Calling back. I called about a half hour ago, calling back. I think after.
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. 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. Thank you for calling Linksys Support. May I help you? Good afternoon. Okay.
00:00
Speaker 1
serial number for my uh Linksys router wi-fi router it's uh looks like it says model number at the top and at the bottom i assume that's the serial number 4-5 883 70426 yep yeah i can't get at that without taking a whole bunch of wires apart well this is this is
01:00
Speaker 2
Okay. Okay. Yes. uh Is that the links express module or? Okay, you can check the exact model number underneath the router itself. or at the bottom. Here, because this is the only way to check the model number and serial number. It's at the bottom.
01:00
Speaker 1
Oh, this is right on the box. It's not hidden. Model number EA 7500. Four five 883 seven zero four two six . seven zero four two six. Oh, there's another tag on the, by the other side of this box. Three different numbers. [silence]
02:00
Speaker 2
Okay. AA 7500, correct. How about this real number? Okay. 7406. Um, is this the one that's a labeled as S slash N or SN or serial number? Okay.
02:00
Speaker 1
I don't I don't see an SN with any of them. Uh, can we try the first number? 18 L2, 1S 0B 821381 That appears to be it.
03:00
Speaker 2
How about label that susserschlockers slash n. Yes. Okay, that is 1-8-L for larry-2-1 and then s for sugar 0, b for brian-821381. Okay. And et
03:00
Speaker 1
Uh, for the wired internet, uh, Xfinity. Battery code 218 343 9724. First name Dale. Last name Gustafson. G-U-S-T-A-F dot son. D E Gustafson at Comcast dot net. [silence]
04:00
Speaker 2
Internet provider Yes Can have also your um phone number sir to create a record Mhm How about your first name and last name Can you spell out your last name sir Okay how about your email address
04:00
Speaker 1
[KEEP_UNCERTAIN] No, I know I set one up when I installed the router because it was a special way to get in to log in. I'm wondering if this has anything to do with the security issues. I
05:00
Speaker 2
[silence] So want to change the Wi-Fi password? That is on the Linksys Smart Wi-Fi, correct?
05:00
Speaker 1
no it would would I don't want to change anything on the router yet. well but my understanding yes no I had a linksys account when I installed the router and I wanted to see if that linksys account still exists if it does I want to change the password on that account that's true
06:00
Speaker 2
Is that on the, um, Blingsomao- ah, Wi-Fi account, sir? The one that you wanted to change, the your router is on working fine, right now, correct? Like the internet. Yes. But you, um, haven't used that account for a long time, sir, right? [silence] Okay, for a moment. Okay, hello, sir. Okay. Um, with this one, sir, um, with,
06:00
Speaker 1
Okay. Does that mean those accounts went away? Yeah, I want to make sure no one can access that. Capability is not even support support support support support support support support support support support your system, right. And all the routers know that, they can't be tricked into. Thinking you're. The routers can't be tricked into thinking that uh, Linksys's uh system is still talking to them.
08:00
Speaker 2
you can no longer like already discontinued the account. Like if ever we are going to access it, because the length of smartwifi.com or the cloud accessor is already been discontinued. Uh-huh. Mm-hmm. Uh-huh. Thank you. But I just don't need to worry about it. It's still secured if ever no one can easily access that account. Uh-huh. And and yes. and let me also inform you, sir. I'm sorry. [silence]
08:00
Speaker 1
Okay. Right. Can I get in and create another Linux account or is that not a good idea? Good, good, good. Okay. Wow. Looks like there's a couple of buttons on the back of the router, a blue one and a red one.
09:00
Speaker 2
[silence] No sir, because since it's in [silence] It's the cloud itself sir has been [silence] discontinued. [silence] [silence] Don't touch anything on it sir, because that will [silence]
09:00
Speaker 1
Right. But I may want to do exactly that. Is there functionality where I can get the original firmware that came with the I know I've downloaded three or four updates over time? Is there a way that lets me get to the original firmware? Or does that make no sense? If I reset the factory. Yeah. I know how to do that. But
10:00
Speaker 2
sir well done in the home if you reset with the factory default all of the settings that you set up on your router will be removed so you need to reconfigure it against okay but um let me just inform you sir [silence]
10:00
Speaker 1
hhh. M. M Hmm.. UH. Yes.. Understand. Okay. I also have an older linkus uh uhポート uh uh ETHERNET switch, and uh can you confirm that that device has no, no accessible firmware in it that uh uh
11:00
Speaker 2
That the router that you have right now. The EA is 7500. Okay? Okay. Um. This router, sir, is um. one of our um. Um. end of support router. Okay? And that means um. Linksys um. no longer providing um. technical support. Okay? And as well as um. mm-hmm. security updates, as well as hardware. Um. repairs. Or even um. software updates. Sorry. Hmm. Um. But you can find. Mm. Go ahead. Which device? Device 0? EA7500? What is the model number you said? We need to know. We need to know what is the model number of that device? Okay. alright. Is there anything else you would like to ask?
11:00
Speaker 1
Thank you very much for your kind assistance. Yes, I’ve been there. [silence] Do you have a LenSys.com website in the UK as well? It seemed to me I was getting routed to that on the weekend and that didn’t look right to me. Yeah. Yeah. Yeah. Yeah. Yeah. Right. Yeah, the the first page had a it looked like it had a a UK IP address and it had a a logo on the first page like the English
13:00
Speaker 2
you're welcome you're welcome uh you're welcome you may also check our website for our updates at uh support.lexus.com okay okay the lexus.com you can uh just actually uh just change it to the uh the uh the country or um hold on yeah, but it's fine, it's good for all English um languages um okay uh-huh
13:00
Speaker 1
Okay, so, that's a mystery– that's a mystery, why I was getting sent there? Unless it goes there when uh, you're working on the U.S. website yourself. Your global headquarters is UK? Oh, okay. You still have, cells for Best Buy in the US? Oh, so, they don't have your newer products? Okay, interesting. Okay. Ask for tickets. Like your stuff better than anything. Okay. Don't know if I wanna do Amazon right now. I think that buying in person is better for me. Okay. Thanks again. I really appreciate your help. Bye-bye. [silence]
14:00
Speaker 2
Uh-huh. Let's take a look at Amazon. You're welcome, sir. Okay. So, thank you for calling, Lindsay. This is Carla for now.
15:00