V2 Rubric Detail — 98ae0fa0-7ebf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 13:34
Duration
11m 36s
Contact
616-438-1793
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall13.3% (-42.7)

V2 Grader Summary

The agent did not perform any diagnostic steps for the EA9500 Wi‑Fi dropping issue and incorrectly claimed the model was unsupported, offering only a hardware upgrade. No empathy, next‑step planning, or tool usage was demonstrated, resulting in an unresolved call.

V1 Case Analysis

Customer experiencing Wi-Fi drops on EA9500 (≈7 yr old). Agent confirmed model/serial, stated unit is end-of-life, and recommended upgrading to MR7500 or MX6200. No troubleshooting performed.

Troubleshooting Steps
  • Collected model number (EA9500)
  • Collected serial number (17A20J07904524)
Key Observations
  • Agent did not perform any Wi-Fi troubleshooting (e.g., power-cycle, channel check, device count, firmware update).
  • Agent incorrectly stated that Linksys no longer supports the EA9500, despite KB documentation confirming EA series support (e.g., universal_parental_controls.md, adjacent_smartphone_wifi.md).
  • No warranty status was verified before recommending a replacement.
  • Agent correctly identified the model and serial number and acknowledged the device load as a potential factor.
Positive Highlights
  • Agent politely identified the customer's model and captured the serial number.
  • Correctly noted that the EA9500 supports up to 32 wireless devices, aligning with Linksys specs for high-end EA models.
  • Clear, courteous closing and confirmation of the suggested upgrade model.
Agent Errors / Gaps
  • Failure to follow standard troubleshooting flow for Wi-Fi connectivity issues — skipped basic steps like power-cycle, channel optimization, or firmware check.
  • Premature upsell/recommendation of new hardware without attempting any fixes or confirming support eligibility.
  • Inaccurate claim that the EA9500 is no longer supported by Linksys — contradicts KB documentation which includes EA series in multiple support cards.
  • Did not verify firmware version or check for known issues with EA9500 under high device load.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the Wi‑Fi dropping issue; only suggested buying a newer router.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed (no power‑cycle, no speed test, no channel check, etc.).
R3 Not Met Correct resolution path conf 95%
Agent declared the EA9500 “end of life” and said Linksys no longer assists it, instead of offering best‑effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions or follow a logical process; jumped straight to “upgrade”.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI, speed test, logs) were used despite the need for them.
T3 Not Met No misinformation conf 94%
Statement that “Linksys no longer troubleshoots or assists this specific model” is inaccurate and not supported by policy.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent greeted the caller and kept the call moving, but never set expectations or guided the conversation toward a solution.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not confirm understanding or adapt to the caller’s frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent stayed on the call, asked for the serial number, and offered product recommendations, but did not attempt to fix the problem.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline were given; only a vague suggestion to “look for a newer model”.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never expressed empathy or apologized for the customer’s frustration.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to match the caller’s frustration; remained flat and procedural.
X3 Not Met Overall experience conf 93%
Customer was left to research new hardware themselves; no effort was made to reduce steps or repeat information.
Call Transcript14 turns · 15 lines
Speaker 1
Well, we made it in the shows. All right. I knew you were going to do that. As soon as I walked away to do something. A quick second and come back. That's when you were going to get online. Or get on the phone. Thought always works. You say you're on hold. You think you're going to be awhile. Um, yeah, I have some questions about is there any way to test or check to see if a router's having troubles and that kind of stuff. Well, what I'm having here and for
02:00
Speaker 2
uh thank you for calling linksys. my name is Van, how may I help you? [silence] specifically what kind of troubles
05:00
Speaker 1
I've been having the last couple weeks, all of a sudden, you know, like we had the grandkids over, none of their phones would connect to the Wi-Fi. Um my phone wasn't working with the Wi-Fi. I've been noticing I've had to unplug, let it sit unplug, plug it back in, two, three times a day, sometimes, maybe even more, to get everything working, and leave it unplugged for a while. Um just strange stuff like I'm just dropping signals on my Wi-Fi. But I've and it's and my, you know, I have a couple uh Cat 5 Cat 6 ports on the back, or Cat 5 ports, and I have stuff that's plugged in directly. But I'm never losing that stuff. I'm just kinda just Wi-Fi stuff, very strange. The model. Look. I'm looking right now. I see there's password. E-A. [silence]
06:00
Speaker 2
Mm-hm. Ah, your model is
06:00
Speaker 1
9500 version II. right? any thing that was plugged in will not drop and we won't lose it and it works fine. Whether it's you know some of the TVS or it's phones or just strange stuff like that, but anything plugged in stays fine. That's why I'm kind of wondering if my router Wi-Fi uh area might be dying out. No. Mhm. Yes, and it's mainly seems like a 2.4. Well, they said they their devices were
07:00
Speaker 2
(audio unavailable).
07:00
Speaker 1
So I tried one at a time and then I tried to get on there and it wouldn't let their phones on. And then once I unplugged everything for like 10 minutes, 20 minutes and then plugged it all back in, they were able to get on, but they were not able to connect all websites then either. But it just seems like this is hang on. Let me see one, two, three, four, five six seven, eight, nine, 10, 11, 12, 18, 19 About 26. That's between between.
08:00
Speaker 2
All right. And how many devices do you have in your home? All right. [silence] For this specific model. [silence] For this specific model, it
08:00
Speaker 1
So you think it's... it's time for an upgrade, is what you're telling me. How old is that? How old is it? Yeah, what... Uh, yeah, let's just see here, oh no, that's recovery key. Uh, WPS number.
09:00
Speaker 2
can cater up to 32 devices on wireless connection only. So, one of the probable reasons as to why you are currently experiencing dropping of connection on wireless, aswell as multiple devices can't connect when you tried to have your cousins or grandkids during that time to connect to the Wi-Fi, but they are unable to do so. is due to the device list being maximized. For your current model aswell, the EA9500 has already been considered as an end of life and an end of support model. Linksys no longer troubleshoots or assists this specific model. It's considered as a for your unit. It depends on your serial number. Can you provide me the serial number?
09:00
Speaker 1
My serial number would be one seven, Apple two zero, J as in John, zero seven nine zero four five two four.
10:00
Speaker 2
You're welcome. For your current model, it's approximately seven years old. For a newer model, you can look for the mesh systems. If you're looking for a similar EA9500, you can consider the MR7500. And for the latest model, you can look for the MX6200.
10:00
Speaker 1
Is that one more powerful? All right, I'll start doing some looking then. I was wondering about that, that makes sense, then, because the way it's been acting. All righty, I thank you for your time. Sorry to bother you, though. What was that? That last one was the 6200 MX? MX6 2000. Okay. Thank you. I appreciate it. You too. Bye. Bye. Bye. Bye. Bye.
11:00
Speaker 2
Yes, the MX 6200 is more powerful. No worries there. Yes, that's correct. All right. Thank you so much for calling Linksys. Take care and have a great day. Bye bye for now. [silence]
11:00