V2 Rubric Detail — b16f1ce0-7597-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-01 21:56
Duration
8m 39s
Contact
Lisa Bullon
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135559
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA9500 v2_Reconfiguration of the router
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any troubleshooting or problem‑solving steps.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

Agent collected device info but declared EA9500 end-of-support and redirected to AI tool without performing diagnostics, troubleshooting, or offering concrete solution. This constitutes avoidance of issue, no ownership, and no appropriate escalation, resulting in unresolved call. Technical accuracy findings confirm lack of troubleshooting, supporting auto-zero for avoidance/evasion.

V1 Case Analysis

Customer with EA9500Z reports blinking white LED after switching to Starlink. Agent incorrectly stated the router is end-of-support, misrecorded serial number, and provided no troubleshooting—only directed to AI tool.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly claimed the EA9500Z is 'end of support' (transcript [05:00]), which is factually incorrect per KB guidance.
  • Serial number was misrecorded: customer provided '17A as in Apple 20. J as in Jove 0. B as in Boy 900' followed by digits, but agent recorded a garbled version (transcript [02:00]).
  • No troubleshooting steps were performed despite a clear hardware/ISP setup issue—no power-cycle, no WAN type verification, no firmware check, no LED interpretation.
  • Agent provided no actionable guidance and solely referred to an AI tool without confirming it resolved the issue.
  • Call ended without any validation of understanding or next steps beyond the AI suggestion.
Positive Highlights
  • Polite greeting and professional identification (transcript [00:00]).
  • Collected customer name and email (transcript [03:00]).
  • Provided the correct support URL: support.linksys.com (transcript [06:00]).
Agent Errors / Gaps
  • Incorrectly stated that the EA9500Z is 'end of support' and no longer eligible for technical support (transcript [05:00]), contradicting KB guidance that EA series routers are supported.
  • Misrecorded the customer's serial number, rendering it unusable for warranty or case lookup (transcript [02:00]).
  • Failed to perform basic troubleshooting: did not ask to power-cycle the router or modem, did not verify WAN connection type (DHCP for Starlink), and did not check firmware status.
  • Did not interpret the blinking white LED correctly—per EA series behavior, this may indicate boot failure or initialization issue, not normal operation.
  • Provided no actionable steps and abandoned the customer with only an AI tool reference, without confirming the customer's ability to use it or whether it resolved the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared router end-of-support and redirected to AI tool without resolving blinking white light or ISP configuration issue.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps performed; agent did not ask about WAN connection, power-cycle, firmware, or login to router interface.
R3 Not Met Correct resolution path conf 95%
EA9500 is out-of-warranty; agent skipped best-effort troubleshooting (setup, firmware, reset) and dismissed with AI referral, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify root cause, ask diagnostic questions, or follow logical process; only repeated model/serial confirmation.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI, logs) used despite clear need to verify router status for ISP reconfiguration.
T3 Partially Met No misinformation conf 90%
Agent correctly stated EA9500 is end-of-support and gave correct URL (support.linksys.com), but provided zero technical guidance for the blinking white light issue.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent framed call and collected info, but lost control by abruptly handing off to AI without managing transition or setting expectations.
C2 Met Confirmed understanding conf 92%
Agent used plain language, asked for model/serial, gave clear directions to AI icon; no jargon used and adapted to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent took no ownership — avoided troubleshooting, simply redirected to external AI tool without effort to resolve.
O2 Partially Met Proactive follow-through conf 89%
Agent gave next step (use AI icon) but provided no timeline, follow-up, or commitment to re-engage if unresolved.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation performed despite unresolved hardware-like symptom (blinking white light); higher-tier escalation warranted after no L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was documented.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent gave no empathy or acknowledgment of frustration; tone remained purely procedural and dismissive.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer's confused tone; continued scripted prompts without checking understanding or adjusting pace.
X3 Not Met Overall experience conf 94%
Customer forced to navigate website alone; agent added effort instead of guiding or performing steps agent-side.
Call Transcript13 turns · 15 lines
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. 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. this is Gary. How may I help you?
00:00
Speaker 1
problem and it's so not fine in the mic. [silence] Yes. [silence] The model number is EA9500Z as in Victor 2. [silence] Yes. [silence] Yes. [silence] It is 17A as in Apple 20. J as in Jove 0. B as in Boy 900.
01:00
Speaker 2
Okay. So this is a like reconfiguration of your linksys router with a new internet provider, right? Okay. ma'am. So, let me create a record for this. May I have your model number and serial number of your Linksys product? okay. Again, that's E for Edward. A for Apple. 9500. Correct? Okay. And how about the um, serial number ma'am? [silence]
01:00
Speaker 1
five six five six. Yes. Yes Starling? Yes. 6 8 2 5 6 4 7 9 3 2. Lisa Bullen. Lisa Bullen B-U-L-L-O-N.
02:00
Speaker 2
Okay, so let me check mom if I got the correct serial number. So, that is 1784 Apple 20J for John, 0B for Brian 900556. Okay. And who's your internet service provider? Okay, that's the new provider, right? Okay. And can I have also your phone number? And how about your first name and last name? I'm sorry? Okay, our first name is Lisa, right? LISA. [silence]
02:00
Speaker 1
[ silence ] yes oh n yes [ silence ] L-I-S-A-B-U-L-L-717 at gmail.com yes yeah yes it's fine on the top it uh blinking uh white light uh there's like white lines but it's blinking white yeah there's like like a like a like a square with lines in it and it's blinking uh the lines would stop blinking yes it'd be a blue light blinking uh next link
03:00
Speaker 2
the top right now. It's, it's blinking white. Okay. And before, it was solid white. Okay. So, who's your previous internet provider? OK. And by the way, Mam, you're calling from US, right? OK. Thank you. OK. All right. So it could be, ma'am, that the router right now is not set up to communicate to your Internet provider, which is Star Link. So ma'am, before we do start for any trouble shooting, let me just inform you about the status of your Linksys router. OK. It shows it here on our system, ma'am, that this router that you have, the EA I9500 Version 2. This router is already an end of support. Ma'am, Linksys is no longer providing technical support. What we can do here, ma'am, is to refer you to our AI tool that can be found on our website.
04:00
Speaker 1
then for [silence] Okay, so support [silence] line [silence] its [silence] [silence] Okay, so I'll just
06:00
Speaker 2
And that is "support.linksys.com," okay? Linksys is L-I-N-K-S-Y-S, of course.
06:00
Speaker 1
I don't see a circle with a smiley face. All I see is product reviews, login and password, connectivity, advanced configuration. Lower right. Nothing on the lower right hand.
07:00
Speaker 2
Yes, this is the AI. the AI 2M, the one that's on the lower right. um, that's the um, like the circle with a smiley face. That's the one in the lower right-hand side corner, man.
07:00
Speaker 1
Oh, what the, nice. There it is. OK, I thought it was like a tab. OK, I see it. OK. OK. Yes, ma'am. Thank you. You too. Bye.
08:00
Speaker 2
It's like a blue circle with a smiley face. Yes, okay. Yes. Uh, um, hmm. Yeah, just, um, use that. You can ask questions on how to configure your router with Starlink. Okay? You're welcome. So, thank you also for, um, calling, um, Linksys. This is Corella. Have a great night day too. All right, goodbye.
08:00