V2 Rubric Detail — 87cc3eb0-8210-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 18:51
Duration
7m 18s
Contact
207-274-1226
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00137688
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Inquire if there is a software updates of his router.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication5.00/5
Protocol5.00/5
Efficiency5.00/5
Overall5.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication5.00/5
Ownership2.86/5
EscalationN/A
Customer Exp4.29/5
Overall57.2% (-42.8)

V2 Grader Summary

The agent correctly identified the E5400 as end-of-life and provided technically accurate information, but failed to conduct any diagnostic troubleshooting or reference prior history. While the customer was informed of the product status, the response lacked best-effort support for an OOW device and did not provide actionable next steps, resulting in a partial resolution.

V1 Case Analysis

Customer inquired about firmware updates for E5400. Agent confirmed device is end-of-life with no updates or support, advised upgrading to a current Linksys mesh system, and directed to support.linksys.com for setup assistance.

Troubleshooting Steps
  • Verified product model (E5400) and serial number (10493)
  • Confirmed end-of-life status and lack of firmware/technical support
Key Observations
  • Agent accurately identified the E5400 as an end-of-life product per KB guidance and correctly communicated that no firmware updates or technical support are available.
  • Provided a constructive next step by recommending a mesh upgrade and directing the customer to the official support site (support.linksys.com).
  • Maintained excellent communication, acknowledged customer's inquiry, and closed the call with empathy and professionalism.
Positive Highlights
  • Correct identification of E Series as end-of-life per KB guidance in universal_eol_firmware.md.
  • Accurate explanation that EOL devices receive no further firmware or security updates.
  • Proper handling of EOS product by offering self-help resources instead of unnecessary troubleshooting.
  • Provided correct URL (support.linksys.com) for further assistance.
  • Efficient call flow with no loops or redundant steps.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent correctly informed the customer the E5400 is EOL and no longer supported, but did not confirm whether the customer’s actual issue was firmware-related or offer a concrete path forward beyond a generic suggestion to call back later.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed — agent did not verify firmware version, admin access, or current functionality before declaring the product unsupported.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified E5400 as EOL per KB, but failed to provide best-effort guidance (e.g., how to check firmware manually, risks of continued use) before directing upgrade; OOW standard requires more than dismissal.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent skipped diagnostic process entirely — no questions about symptoms, connection issues, or update attempts — and immediately declared product unsupported.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used KB knowledge that E5400 is EOL, but failed to leverage available tools (e.g., asking customer to confirm firmware version via web interface) that could have validated the situation.
T3 Met No misinformation conf 98%
Statement that E5400 no longer receives updates is factually accurate per universal_eol_firmware.md, which lists no current support for E-series beyond EA9500.
Communication
C1 Met Clear & professional language conf 95%
Agent introduced themselves, set expectations about product support status, and maintained control of the call without being derailed.
C2 Met Confirmed understanding conf 94%
Agent used plain, accessible language and matched the customer’s conversational tone, avoiding technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the interaction from start to finish, did not transfer, and provided the response directly.
O2 Partially Met Proactive follow-through conf 90%
Agent said customer could 'call back' for help but gave no specific next step, timeline, or proactive follow-up commitment.
O3 Not Met Closure confirmation conf 92%
Customer mentioned prior contact years ago, but agent did not acknowledge or reference any history, treating this as a new case.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for an EOL product inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized sincerely ('I really apologize') and remained polite and respectful throughout despite the difficult news.
X2 Met Tone & rapport conf 93%
Agent engaged in natural small talk about weather and location, adapting to customer’s friendly tone and maintaining rapport.
X3 Partially Met Overall experience conf 88%
Agent avoided unnecessary repetition, but could have reduced effort by offering direct links or setup guidance for replacement devices.
Call Transcript16 turns · 16 lines
Speaker 1
Hi. I have a Linksys E5400 dual-band Wi-Fi router. And I wonder if there is an update on the software for it? Well, I may have called you to [silence]
00:00
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. [silence] The hi, thank you for calling Linksys. This is Reggie. I can help you. today Okay, so I totally understand your concern about the router, but is this your first time calling us for support?
00:00
Speaker 1
Two or three or four years ago for something, but I haven't talked to you recently. Yes. Michael Farmer FARMER FARMER MER. same one I'm calling on, which would be 207 274,
01:00
Speaker 2
And are you calling from United States? May I know your, your first name and black name spell as M-I-C-h-a-e-L. And can you spell for me your last name? R-I-M-E-R and your call back number.
01:00
Speaker 1
1226 old farmer that would be O-L-D-F-A-R-M-E-R 070 at gmail.com. Yes. Okay here it is. 30 N 10 Memorial Drive.
02:00
Speaker 2
And a home when links first router do you have in total? [silence] One. Can you please provide a serial number?
02:00
Speaker 1
to beef a 1 0 4 9 3 [silence] spectrum it's what time for an upgrade
03:00
Speaker 2
Okay, so the model number of your link sys device is E5400. And who is your internet service provider? Spectrum. Now, before we proceed, sir, let, let me just set an expectation regarding of your anxieties. I really apologize but this product is no longer receives software or security updates and is no longer eligible for technical or warranty support. So it's really or it's time for users to consider to do an upgrade. Yes.
03:00
Speaker 1
And what models are currently supported? well, I guess I'll have to just go start shopping around for them. So if I just go buy a new one, are there directions that come with it? They'll show me how to hook it.
04:00
Speaker 2
If the device is still working in your end, you can still continue using this one, but it's no longer receive software or security updates and no longer eligible for technical or warranty support. Mesh. You can look for mesh devices from Linksys. Yeah, sure. You can consider to look for mesh devices from Linksys and then feel free to call this back if you need help setting up your Linksys device, okay?
04:00
Speaker 1
and gathered to get it running. Okay, thanks. And so what would I use that for just if I'm having trouble? Okay, thank you. So can I ask you a question? I'm curious what your location is physical location where? Hey, Philippines.
05:00
Speaker 2
It should, but better to call us back so that we can assist you setting up your Linksys router. And we- You're welcome, and we have also Linksys AI agent in our support site. Just feel free to visit support.linksys.com. Yes, just in case you have trouble, just in case you're trying to set up your Linksys device on your own. But just feel free to call us back if you need help. Sure. Um, I'm gonna leave. I'm currently based on the Philippines. [silence]
05:00
Speaker 1
[KEEP_UNCERTAIN] Oh, it's good. So hopefully you're not having any cyclones. I heard that they were. I read in the news that there was some big cyclones in the Southwestern Pacific. one. Yeah. All right, well, thank you very much. Have a good. Oh, you're actually, is it already tomorrow where you are? Are you calling this July 18th?
06:00
Speaker 2
as of now sure we are actually yeah actually we're in a good weather but i guess there's an incoming but just a type yes exactly but last week we actually experienced that but good thing that it is not actually have a you know strong impact in our end and in our current location we are actually safe here you're welcome sir and you too michael yeah around 8 17
06:00
Speaker 1
Yeah. All right still 3 o'clock p.m where I am the day before. alright have a great day, see ya. Bye.
07:00
Speaker 2
Yeah. You too, take care. Bye.
07:00