V2 Rubric Detail — 837f237a-794d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:15
Duration
14m 18s
Contact
Kenneth Meredith
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#LTS00135989
Support Country
United States
Product Family
END OF SUPPORT
CSAT
—
Sentiment Trajectory
—
Ticket subject: To perform and Firmware update

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall12.3% (-13.7)

V2 Grader Summary

The agent failed to perform any technical diagnostics or verify firmware status for the EA7200, instead incorrectly citing a $15 fee and EOL status to avoid troubleshooting. This contradicts the KB's OOW best-effort standard, resulting in an Unresolved outcome.

V1 Case Analysis

Customer (Kenneth) reported TV Wi-Fi issues and requested firmware update for EA7200 (S/N: 32X20MM2AB01946). Agent incorrectly stated the model is end-of-life with no firmware updates available, provided invalid URL (linksys.com/forward/slash support), offered $15 paid support, and suggested buying a new router. No troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, partial phone, email, model number, and serial number.
  • Confirmed router has internet connection.
  • Confirmed LED status is solid white.
Key Observations
  • Agent claimed EA7200 is end-of-life with no firmware updates — factually incorrect per KB; EA7200 still receives firmware updates.
  • Provided a fabricated support URL: 'linksys.com/forward/slash support' — not a valid domain and not in KB.
  • Offered paid support ($15) before any troubleshooting or warranty verification.
  • Failed to perform any standard diagnostics: no reboot, no firmware version check, no wired test, no SSID/Wi-Fi verification.
  • Did not guide customer to check or update firmware via http://192.168.1.1 or http://myrouter.local — basic self-service step omitted.
  • Communication was fragmented due to line issues, but agent failed to regain control or summarize.
Positive Highlights
  • Collected model number (EA7200) and serial number (32X20MM2AB01946) correctly.
  • Confirmed router has internet connectivity and LED is solid white — relevant initial checks.
  • Identified that the customer's issue involves TV streaming over Wi-Fi.
Agent Errors / Gaps
  • Provided invalid support URL: 'linksys.com/forward/slash support' — not a real Linksys domain.
  • Falsely claimed EA7200 is end-of-life and no firmware updates are available — contradicts KB; firmware updates are still published for EA7200.
  • Stated warranty expired without performing a warranty lookup or citing a source.
  • Offered paid support before attempting any basic troubleshooting steps.
  • Failed to guide customer to check current firmware version at http://192.168.1.1 or http://myrouter.local.
  • Did not suggest rebooting router or testing wired connection to TV.
  • Suggested customer buy a new router as first resolution — premature and incorrect.
  • Poor call control: lost customer multiple times, no recap, no confirmation of understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggests buying a new router and offers only a paid service or KB article, with no resolution or valid escalation path provided.
R2 Not Met Diagnostic thoroughness conf 97%
Only basic questions about internet and LED status; no meaningful troubleshooting like checking firmware version or guiding login to router interface.
R3 Not Met Correct resolution path conf 96%
Agent cites expired warranty and immediately pushes paid support or replacement, without attempting best-effort OOW troubleshooting (e.g., firmware check).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to apply a logical diagnostic process; after confirming internet is working and LED is white, he jumps to warranty/payment instead of verifying the firmware version or checking for updates as requested.
T2 Not Met Appropriate tools / resources used conf 97%
Agent failed to use the local admin interface (192.168.1.1) to verify firmware status or the KB to check EA7200 support, despite the customer's specific request for a firmware update.
T3 Not Met No misinformation conf 98%
Agent claims a $15 fee for troubleshooting and suggests the EA7200 cannot be updated due to EOL; neither the fee nor the EOL restriction is supported by the provided KB, which mandates best-effort troubleshooting for OOW devices.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent attempts to create ticket and gather info despite poor connection, but loses control with fragmented flow and no clear agenda transitions.
C2 Partially Met Confirmed understanding conf 93%
Agent uses simple terms like 'firmware is software' but does not confirm understanding or adapt to customer confusion about TV vs. router issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent does not take ownership; offers external article or product replacement instead of resolving the request within support scope.
O2 Not Met Proactive follow-through conf 95%
No specific next steps given—only vague options (pay $15 or receive article) without timeline or ownership.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted given the nature of the request and lack of confirmed hardware fault or complexity.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 94%
Agent does not explicitly acknowledge frustration, but remains polite and continues engagement despite severe line issues.
X2 Partially Met Tone & rapport conf 93%
Agent persists through connection problems and rephrases slightly, but does not adjust pace or simplify further when customer expresses confusion.
X3 Not Met Overall experience conf 96%
Customer repeats phone number, model, and serial due to line issues, and agent does not mitigate repetition or streamline data capture.
Call Transcript25 turns · 27 lines
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.LinkSys.com for more information about your product. Thank you for calling LinkSys. My name is Paulo Badjatity 11039. Is this your first time calling or did you have a ticket number? Hello, sir, ma'am? If nobody responds in 10 seconds, I'll be ending the call. If you can hear me, please redell the number of LinkSys. That's going to be 1-800-396-2328-
00:00
Speaker 1
Hello. Hello. Hello. Yeah. uh, barely. The problem is I'm having phone problems, so you can't hear me. I go in and out. Uh, yes, I'm talking to my electric people, he righteous in it to give an update on my Wi-Fi. Yeah, all I have.
01:00
Speaker 2
Hello? Oh, hi. I finally uh hello sir. Uh is this your first time calling? Hello? Hello? Yes, uh hi. Hello? Can you hear me? Um, yep. I I see. Anyway, um, is this your first time calling sir? I see. I see. Uh update on the Wi-Fi. Got ya. Anyway, uh can I have your phone number first sir in case we get disconnected 'cause we have a line issue?
01:00
Speaker 1
Oh, you had too many numbers in there. Last four, 06-00.
02:00
Speaker 2
Uh, I lost you there, sir, um, I only heard a 931. 1. Yes, 241 and then. Just type verify nine three one two four one one zero six zero zero. Ah, zeroes. Okay. All right, just in case we, get disconnected, I'll process a call back, okay? Anyway, uh, let me create a ticket first. Uh, can I have your first name? Kenneth. That's K-E-N-N-E-T-H. And last name, sir? [silence]
02:00
Speaker 1
Merit M e r e d I T H okay you're gonna lose me here in a second if we don't get this thing updated, I'm on I will disappear uh KC.merreta icloud.net or excuse me, icloud.com. Did you get that? .com model model number model number WiWifi name
03:00
Speaker 2
got it. And may I have your email address? Yep. iCloud.net or.com Star.com. And since we're updating, I need to know Kenneth, the model number of the links this device here.
03:00
Speaker 1
uh, serial number, all right. I don't see anything that says model number. Oh, model type EA7200. okay. serial number is 32X20MM2AB01946.
04:00
Speaker 2
And you made mention about the serial number. Can I have that? [silence] Let me read this back. It's 32X for x-ray, 2-0-M. The number 2, A for Apple, B for boy, 0 1 9 4 6. Last question, may I know who's your Incident
04:00
Speaker 1
I CDE Clarksville Department of Electricity. I see. I was talking to CDE because we got humongous problems here and they wanted to know if my, um, LinkSys has the latest update on it. I have no idea what they're talking about. You know.
05:00
Speaker 2
a service provider i see and kenneh kenneh going back to your concern you said you need to update um on the linksys router um can you let me know or what is that sir that you want to update uh are they talking about the firmware sir is that the one okay let me um ask you a couple of questions that way i will know what they're trying to tell you okay now um the linksys router right now uh does it have internet connection or no internet connection
05:00
Speaker 1
Yeah, it does have internet connection. I guess that's why we have it. I don't know. Let's see. I guess you're talking about something. I've got a little piece of tape over. My brain's trying to get that off.
06:00
Speaker 2
Okay. Yeah, what I'm saying, uh, the reason I asked is maybe you lost your internet, so, uh, that's why I'm asking. Now, um, the, um, the led status of that router, sir? Uh, especially, uh, hold on. Especially the one on the top of it, okay, there's a name Linksys right there. Is that solid white, blue or red right now?
06:00
Speaker 1
Cuz it's so bright. It lightens up the room. All right, it's white. It's white. on and off connections with the inter well, we don't know. We got some electrical problems here somewhere, and we don't know what it is like this supposed to be sending the signal to my TV in the living room, and it says no signal.
07:00
Speaker 2
Okay. It's right. Okay, my other question right now you have internet are you experiencing on and off connection with the internet? [silence] or body? [silence] Okay. I see. Okay. So, it's the TV then. There is the internet is this that you can't seem to use the TV because there's no internet. Now, I'm sure you're gonna connect this one wirelessly, right? Is this wireless or it's wired?
07:00
Speaker 1
I don't know what you're asking.
08:00
Speaker 2
Um, I kind of lost you again. Um, Okay, I can hear you now. All right. So, uh, they said, it's about updating sir. Okay? The only thing that I can think of that's updating is about the firmware. Okay? The link is router. Has internet. You said the lead status is fine. Now, you just mentioned about the television. Um, you're doing a streaming sir? Streaming? For you to watch movies? Hello?
08:00
Speaker 1
Right now, it's not getting any. You have two, that's why. Hello? Hello? You here? Can you hear me now? Can you hear me?
09:00
Speaker 2
This is Anderson Ford. Yes. Now let me stand up here to back up Yeah. Be my phone violence. Sir, I am struggling in here to some time because the connection is not that good for me for some time a is this better now do you hear my voice more clearly? I still got this is the market had the connection
09:00
Speaker 1
Can you hear me now? Okay, I had to walk down the hallway. As I said, I had to walk down the hallway. I said, okay. Can you hear me? Okay. Can you hear me now? Can you hear me now? Hello? Oh. Major phone problems. We're having major phone problems. Can you hear me? Okay. Okay, while I've got you, I've got to talk as much as I can. Okay? The cable from the uh, uh... electric company comes into the back of my link sys, which provides Wi-Fi to my phones and three TVs. It's, it's not working, it's not sending a signal to the TV in the living room. Like I said, it says no signal. And
10:00
Speaker 2
sir.
10:00
Speaker 1
the girl at the uh at the uh uh electric department bar cable said call Linksys and have them update your hardware update my link sys now if you've got a phone you know every two or three weeks they updated with another something whatever they call it and they update it well they give you a new system all right she said that's the same thing we do with the uh Linksys you updated to the current operating system okay that's what she said call and ask you to do
11:00
Speaker 2
Okay. okay. Well, uh, they're talking about the firmware, um, Kenneth. Okay. It's a software. It's not a hardware. It's, um, a software that, uh, uh, operates your wireless router. Okay. Now, um, I'm [silence] Yeah, there are two ways to do the update by the way. Uh number one is an automatic update and the second way is manually uh update the firmware. Now, Kenneth, I just want to inform you ahead of time, okay? My system here has already generated the resolution status of the router. Now, it says here that this router used to have a one year complimentary assistance and warranty and is already expired. So, if you go ahead with the troubleshooting right now, uh it will be uh there will be a one time fee which is $15 lasting for one hour and it's not refundable. The second option is for free, okay? Which I will send you an article, a step-by-step instruction, um on how to uh update the firmware. Okay? Hope. I hope you heard me. I just answered. Um. Hello. Okay. Now, I'd like to inform you, okay? Because if any of the options that you will select, okay? The firmware of this router, okay? I'm not sure if it's available in our Lynksys website, because this particular model is part of the EOL, meaning end of life. Lynksys is not manufacturing this one anymore. And then, uh, there's no further development. Meaning, I'm not sure if we can do an upgrade with this, okay? If there's a firmware then the only option is to do this manually. I have to check that one. If ever you go to any of the options. I can only suggest uh buy a new one, sir.
11:00
Speaker 1
Yeah. All right. Thank you. Thanks.
14:00
Speaker 2
for a new router. All right. Anyway, to know more about the link sys product, you can visit linksys.com/forward/slash support. You have a wonderful day, okay? Take care, sir. Bye-bye.
14:00