V2 Rubric Detail — 8303c14a-6461-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 00:15
Duration
9m 21s
Contact
Danny Reed
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132868
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: EA9500_Wants to change the wifi password

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall13.8% (-14.2)

V2 Grader Summary

The agent failed to resolve or meaningfully advance the customer's request to change the Wi-Fi password on an EA9500. Despite the device being end-of-life, local access via http://192.168.1.1 remains functional for configuration changes. The agent defaulted to redirection and hardware upsell instead of providing best-effort troubleshooting, resulting in a fully unresolved case with no ownership, empathy, or clear path forward.

V1 Case Analysis

Customer called to change Wi-Fi password on EA9500. Agent incorrectly stated device is end-of-life and unsupported, provided incorrect URL (support.linxis.com), and did not guide customer to local admin page (http://192.168.1.1 or http://myrouter.local). Issue unresolved.

Troubleshooting Steps
  • Collected serial number, phone number, and email.
  • Incorrectly stated EA9500 is end-of-life and unsupported.
  • Directed customer to AI tool on support.linksys.com (misspelled as support.linxis.com).
  • Did not guide customer to local admin interface for password change.
Key Observations
  • Agent incorrectly stated at [04:00] that EA9500 is end-of-life and no longer supported — this contradicts KB guidance, which provides self-help procedures for out-of-warranty devices.
  • Agent provided a misspelled and potentially unsafe URL 'support.linxis.com' at [06:00], a serious accuracy error.
  • Agent failed to guide the customer to the local admin interface (http://192.168.1.1 or http://myrouter.local) for changing the Wi-Fi password, despite this being the standard procedure for EA Series routers per KB.
  • Agent did not verify whether the customer knew the admin password or could access the router locally, a critical gap in troubleshooting.
  • Call lacked structure and empathy; agent repeated incorrect information and did not address customer confusion about app detection.
Positive Highlights
  • Agent correctly identified the router model as EA9500 based on customer input.
  • Collected the serial number (J0C702953) and contact details, which could support case tracking if a case had been created.
Agent Errors / Gaps
  • Incorrectly stated at [04:00] that EA9500 is end-of-life and no longer supported by Linksys — this is factually incorrect per KB and misled the customer about support eligibility.
  • Provided a misspelled URL 'support.linxis.com' at [06:00] instead of support.linksys.com — a serious accuracy and security risk.
  • Failed to guide the customer to the local admin interface (http://192.168.1.1 or http://myrouter.local) to change the Wi-Fi password, despite this being the documented procedure for EA Series routers.
  • Did not verify whether the customer could access the router locally or knew the admin password, which is essential for password changes.
  • Collected excessive personal information (name, email, phone) without creating or citing a case number, and without clear purpose.
  • Misheard and misstated customer's email as 'Method 64, Gmail' instead of 'metard64@gmail.com', indicating poor attention to detail.
  • Failed to address the secondary issue of the app not detecting the router, which could have been resolved by checking local access or firmware compatibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided steps to change the Wi-Fi password, only directed customer to AI tool on support.linksys.com without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 95%
After confirming internet stability, agent immediately declared device EOL and redirected to AI tool without attempting any troubleshooting steps for password change.
R3 Not Met Correct resolution path conf 95%
Agent suggested purchasing a new router (MX6200) instead of guiding through local login or recovery options, failing to provide best-effort support for OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only one generic question about password type and did not diagnose login capability, admin access, or recovery key availability.
T2 Not Met Appropriate tools / resources used conf 90%
Only tool referenced was AI chat; agent did not use KB articles or direct guidance despite having model-specific procedures available.
T3 Partially Met No misinformation conf 85%
Correctly identified EA9500 as end-of-life, but failed to provide accurate method to change Wi-Fi password via local interface at http://192.168.1.1.
Communication
C1 Not Met Clear & professional language conf 95%
Spent excessive time on non-essential back-office details (authorization number, time zone) and lost control by allowing conversation to drift into product sales.
C2 Not Met Confirmed understanding conf 90%
Used repetitive, scripted language without adapting to customer confusion; no comprehension checks or simplified explanations offered.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Redirected customer to website AI tool and suggested buying new hardware instead of owning the request and providing direct support.
O2 Not Met Proactive follow-through conf 98%
Provided no specific next steps, timeline, or follow-up plan—only vague suggestion to 'use our AI tool'.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted since the issue (changing Wi-Fi password) is resolvable with proper guidance; agent’s decision not to escalate aligns with protocol.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Did not acknowledge customer frustration ('pulling my teeth out', 'don't understand why') or express empathy at any point.
X2 Not Met Tone & rapport conf 95%
Maintained rigid, monotone delivery and failed to adjust pace or tone despite customer’s visible confusion and emotional cues.
X3 Not Met Overall experience conf 98%
Increased customer effort by sending them to an external AI tool and suggesting a costly hardware replacement instead of solving in-band.
Call Transcript16 turns · 18 lines
Speaker 1
[silence] [silence] yes ma'am. I have a Linksys smart wifi and a links it's a E a 9500 and I was trying to change the password is all I wanted to do.
00:00
Speaker 2
Welcome to Linksys support.
00:00
Speaker 1
Ok, I'm on your Comcast network. Okay. The Wi-Fi password. Hold on. Okay, are you ready? Oh, yeah. One seven seven a one one j zero seven zero two nine five three.
01:00
Speaker 2
Okay. Okay. What password are you trying to change? The router password or is it the, the Wi-Fi password? Okay. Or the Wi-Fi password? Okay. Is this the first time calling lenksass or have we called lentiss before? Okay, so let me just create a record for this. Can you have the serial number of your routers? Yes. Okay, so let me check if I got that correct.
01:00
Speaker 1
Now, J0C702953. area code 615-3478317. Danny, D-A-N-N-Y, Reed, R-E-E-D. It's a M-E-T-A R-D 64 at gmail.com. [silence]
02:00
Speaker 2
1 7 A 4 Apple 1 1 J for Jon 0 0 7 0 2 9 5 3 okay all right can you have also your phone number [silence] how about your first name and last name okay [silence] how about your email address okay [silence] let me check if it correct email that's M for Mary E for Edward T for Tango and then E for Edward
02:00
Speaker 1
No. No. No, completely. None whatsoever. Yes.
03:00
Speaker 2
R for Robert, D for David. Okay. That's method 64, at gmail.com. Okay, thank you for this information. Again, the LiteEdge router that you have is an EA9500, okay? And you want to um change the um Wi-Fi password, okay. All right. And as of now, there's no problem with your internet connection using this router, right? Okay. And are you calling from United States? Okay. Right. So, um before we do um start for um any um troubleshooting, okay. Let me just um inform you about the [silence] uh Los Angeles time [silence] All right. Los Angeles time, it's um Wednesday, February 6th at 4:06 PM. [silence] Okay, now we are located in operations hub, okay? And I don't have the map available at the moment. Okay. But I've done some normal preparations in order to assist you more effectively, all right? First, I've already gotten your name Method 64, first name, Method. 64, and last name, Gmail. Just to inform you as well, because I'll be able to pull out through the logs that you had? counter at the last time we assisted you, okay? Uh, and second, I usually grant an authorization number, to, uh, establish and organize, uh, a new call ticket. But, um, somehow in my case, the automated number is [silence] 1-0-8-2-7-2-3-2-2-0, and I'll be going to use the same number as well. So, anything about this call ticket, uh addition, uh just will simply simply do is uh [silence] [silence] Right. Uh, and our call also will end with the same authorization number, 1-0-8-2-7-2-3-2-2-0. All right. Sir, let's just go ahead with that any kind of troubleshooting that you need. So, first thing, like I said, so much about one of your question, if you'd like to see the internet connection is okay, right? The long term stability. Okay. Why did you want to change the Wi-Fi password? Sir? [silence] status of your... EA9500, okay, it shows it here on our systems, sir, that this router, EA9500 is one of our EL and EOS device. So that EL means end of life, router. So, Linksys are no longer or is no longer manufacturing this type of router and it is also end of support. That means Linksys um will no longer provide any software updates and as well as any technical support. Okay. But you don't need to worry about it, sir. Um, even though the router is already an end of support router, you can use our AI tool, okay, um, that can be found on our website that's support.linksys.com. By using our AI tool, sir, it will also guide you on how to um
03:00
Speaker 1
Okay, I'm on link this website right now and I've also I also have the app. the app didn't even recognize that I had a router. I mean that I had a uh yeah that I had a router didn't pick up my router at all, I don't understand why. That's the reason I called. This was the first time I been on the app. I didn't even know you had an app until I went on to the Linkis website and it said that the easiest way to do it was to do it with the app on the dashboard. The dashboard on the app and it looks pretty easy but I can't get it to work.
05:00
Speaker 2
configure or change the Wi-Fi password. Um-hm. Okay, Right. You may like have was that the working before, sir? On the app because it could be, sir, it's not detected because this is one of our, um, all the routers. Okay, hmm.
05:00
Speaker 1
Oh. But what router do you want me to buy? So, in other word, you want me to buy a router? Yeah. Like pulling my teeth out. Oh. Okay. So, uh, supportlinksys.com is where I should be. Right now, yeah, I'm on the Linksys. It just says Linksys. S Y S. Linksys.com website. [silence]
06:00
Speaker 2
uh. mm-hmm. you can check, um, you can check, as if our mesh routers, like, like MX6200, or, um, MX4200. But for since you just wanted to change your Wi-Fi password in less, you may, uh, try to use our AI tools. support.linxis.com. [silence]
06:00
Speaker 1
So, Okay, support. Hold on. Yeah, okay. I got to their support. Right. Now what? Yeah. Right. Okay. So ... I'm gonna ask you how to change my password in my Linksys EA9500. Would it be under product overview, setup, installation, connectivity, advanced configuration?
07:00
Speaker 2
Yeah, you go to support. [silence] And then on the lower right hand side corner, you can see there a circle with a smiley face. [silence] and that is our AI tool sir. [silence] Uhmm. Yes sir. You can just ask on uh how to change the Wi-Fi password. It will give you articles on how to um change a password or you can just type the um on under links to support, there's search option there. You can also type there your questions or your concern. It will give you articles on how to um change the Wi-Fi password. Yeah, you may try that sir. Yes, sir.
07:00
Speaker 1
which one those are all different ones I have on here. You can choose which one you want. So, I don't. Okay. Okay, which if you if you had a if you were on Xfinity and had a pretty fast internet server and a fast computer and you wanted to you wanted you wanted the router to really reach out, which one would you buy? Would you buy the MX 6200 or the 4200 or what? 6200. That's the name of it MX 6200? Okay. Thank you. [silence]
08:00
Speaker 2
you can try, or you can search it. Yes sir. Or you can just try to um search it sir like change Wi-Fi password with your um name of your uh with the model number of your router. It will give you different articles then on how to change the Wi-Fi password. You got it for the 6200 sir. Yeah sir. Yes sir. you're welcome again um you can check uh on that site support.linksys.com you can use our AI and also you can also check uh articles on how um if you have questions with our routers okay so thank you for calling linksys.com this is Carla bye for now [silence]
08:00