V2 Rubric Detail — b21d3c1e-65e1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 22:05
Duration
12m 15s
Contact
R Collins
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133170
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall35.6% (+3.6)

V2 Grader Summary

The agent acknowledged the EA9500 is out of warranty and offered a setup guide, showing ownership and some best-effort support. However, no meaningful troubleshooting, tool use, or confirmation of resolution occurred. The customer remained confused and the core login/setup issue was not resolved, resulting in an Unresolved outcome despite partial credit for communication and ownership.

V1 Case Analysis

Customer unable to set up EA9500 router; agent incorrectly stated support ended, misidentified model, and provided dangerous networking advice. Issue unresolved.

Troubleshooting Steps
  • Verified serial number and model (EA9500).
  • Incorrectly informed customer that EA9500 support ended March 2026 and firmware cannot be updated.
  • Misidentified customer's router as EA5400/EA7450.
  • Provided flawed networking advice (connecting WAN-to-WAN).
  • Offered to email a generic setup guide without confirming access or setup.
Key Observations
  • Agent falsely claimed EA9500 support ended March 2026 and firmware updates are unavailable, directly contradicting KB guidance.
  • Agent misidentified EA9500 as EA5400/EA7450, indicating poor model recognition.
  • Agent gave dangerous networking advice: connecting two routers via WAN ports creates double NAT and breaks connectivity.
  • No correct admin URL (http://myrouter.local or 192.168.1.1) was provided, a critical omission for router setup.
  • Agent failed to verify warranty status before offering paid support, violating protocol.
Positive Highlights
  • Agent collected serial number and attempted to identify model.
  • Agent acknowledged customer's confusion and offered to send a setup guide.
  • Agent confirmed customer had active internet connection.
Agent Errors / Gaps
  • Incorrectly stated EA9500 support ended March 2026 (KB shows EA9500 is still supported).
  • Falsely claimed firmware cannot be updated on EA9500 (KB shows firmware updates are available).
  • Misidentified customer's EA9500 as EA5400/EA7450.
  • Provided technically dangerous advice: connecting two routers via WAN ports creates double NAT and breaks connectivity.
  • Did not provide correct admin access URL (http://myrouter.local or 192.168.1.1) for router setup.
  • Failed to walk customer through standard Smart Setup wizard or basic configuration steps.
  • Offered paid support without verifying warranty status, violating support protocol.
  • Did not clarify that out-of-warranty devices can still receive basic setup guidance.
  • Gave vague and incomplete instructions for connecting to Wi-Fi without confirming device state.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only offered to email a setup guide and did not confirm the router was set up, functional, or resolve the login issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken; agent did not verify physical connections, Wi-Fi credentials, or attempt password recovery despite a clear login failure.
R3 Partially Met Correct resolution path conf 92%
Agent acknowledged the EA9500 is out of warranty and no longer supported, but instead of dismissing, offered a setup guide — a form of best-effort help, though insufficient for full troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask targeted questions to isolate the symptom (e.g., which password failed, local vs. cloud login) or determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used — agent could have guided customer to local login via 192.168.1.1, Recovery Key reset, or verified default credentials based on model.
T3 Partially Met No misinformation conf 90%
Agent correctly stated EA9500 is end-of-life and no longer updated, but inaccurately claimed 'no one is trained' and confused model support timelines (e.g., E7450 vs. E8450).
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call flow and responded to questions, but had long silences, abrupt transitions, and failed to frame the support limitations clearly.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms and avoided deep jargon, but did not confirm understanding or adapt instructions to the customer’s self-identified low tech-savviness.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the case throughout, did not transfer, and attempted to assist by sending a setup guide despite the product being out of warranty.
O2 Partially Met Proactive follow-through conf 87%
Agent stated the guide was already sent but provided no confirmation the email was received or how to proceed if it failed.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was setup-related, not requiring L2/L3 involvement.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent expressed appreciation ('thanks so much for understanding') but did not acknowledge the customer’s frustration or confusion empathetically.
X2 Partially Met Tone & rapport conf 85%
Agent responded to each question and stayed engaged, though responses were generic and not tailored to the customer’s confusion level.
X3 Partially Met Overall experience conf 84%
Agent reduced some effort by offering to send a guide, but still placed full setup burden on the customer without step-by-step support.
Call Transcript22 turns · 24 lines
Speaker 1
. [silence]. [silence]. Hey Gerald, um, I just got a different um, Linksys router and I'm trying to set it up but I when I asked for the router number the
00:00
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 serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available. Please have your device 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.
00:00
Speaker 1
[silence] or the password number. I put that in and it says it's not right. So I logged into my Linksys account and tried to go that way and it asks for my associate router password, but I it nothing I put in works. I don't know how to set this up. The serial number is 17A20J04801546. Where do I find the model? model number is EA 95.
01:00
Speaker 2
All right, can you give me the serial number and model number of your lasers, why don't you? All right, and the model number? just a quick question he said you just got this one right okay so I'll double check the model number right here the EA9500 unfortunately the support of this one already ended 2000 I mean this year but March March 2026 no longer support this model number so it will be best if you can return this one.
01:00
Speaker 1
Well, I can't really return it. I bought it off Marketplace. So there's no way I can use this one. It's okay. C-O-L-L- L-I-N-S O-3-1 at Gmail. And I don't what can't like why can't you help me with it other than sending me an email that should tell me how to do it. Something doesn't.
03:00
Speaker 2
least I can do is You can for sure use that. It's just that if you need assistance for this model number, we can always support this. So what I can do, I can send you the guide on how you can set up the router. I need your email to do that. What's your email address? all right that's [silence] For the support of this one
03:00
Speaker 1
This is the. Okay. I don't. All right. Well, the one I'm using now, I've had for years and I haven't had any problems with it. They're saying you can't update this one. Well, okay. Well, the one I have that I'm using now is if I can find the model number on that one.
04:00
Speaker 2
Now, let me explain. So, the support of this one already ended March 2026. One of the reasons is that we no longer manufacturer it, also. The firmware of this cannot be updated. There will be no future update for the firmware of this EA9500. Yes, we cannot update the firmware of this, and there will be no future update. [silence]
04:00
Speaker 1
I mean, it's I've had it for a lot of years now. The model number I'm using now is the E7450. Yep. Well, I don't need any help with that, but I'm
05:00
Speaker 2
Erm, so, um, the EHC7450 you said, right? Yeah, that, that one, um, support of that is up to the, um, dollar check. Yeah, two thousand twenty, so we can still support that, better. However, if that's out of warranty, just to let you know we, we, charge, um, $15 to assist, um if the device is out of warranty. Erm, non-refundable, um, [silence]
05:00
Speaker 1
I was trying to get a bigger one that would do more of my house and that's, the other one is bigger. But you're saying it's... I don't understand. It's not going to work or whatever. I don't know. Okay. Yeah, I don't understand what that what that means because I'm not tech savvy either. Okay, so basically, you're saying that this the EA5400 is out of date.
06:00
Speaker 2
Again, the support of that already ended. That’s it. . [silence] I mean to say no. [silence] Okay. . I mean to say this EA 9500, no, no one is trained with this router anymore. That’s what it means. just why if possible if you can't train oh it would return it are you saying you can't so go ahead and listen to the situation I'm giving you options that I can send you the guide instead because we cannot support this one
06:00
Speaker 1
...Or it thought, they can't update it anymore. Or the other one is still usable. Perfect. So if I do whatever you're sending me, if I do that, will it work, or it won't work? Well, I have active internet connection in my home. My other one is already connected.
08:00
Speaker 2
that depends well if there's active internet connection in your home and you you completed the setup then i believe it should work uh that's good to hear then i
08:00
Speaker 1
Instead, I don't know how this So, okay, let me ask you this. Would I be able to hook up the ethernet cable from my other one to this one and would it work that way? Okay. Will they be on will they have the same password or how do I set that up so it's the same password?
09:00
Speaker 2
It will, you will. However, it will not be in the same network, so the other one will will obtain a different IP range. So it will be on the 10 range. The first one is probably 1and2. But yeah, it should work. They can be the same past for same main, but different networks. They're they're not mesh rooted. They're the EA series. So what you can do is to set up the this router EA 9500. connect the the cable to the internet port to one of them and the other internet port to your computer. That's the simple setup.
09:00
Speaker 1
[silence] Might [silence] Right. [silence] Right. [silence] Because I've done that before. [silence] But the one that I had connected, the other one I had connected to the one, the 7450, that one broke. [silence] So I we went to get a different one. [silence] So [silence] It [silence] Do I just plug it in and then what do I gotta do for it to work? [silence] Is there a button or something on here? [silence]
10:00
Speaker 2
and I'm not sure. Yeah, that's the one. And it should work. Now, you just need to connect to the Wi-Fi of that, the Wi-Fi information of that router. The EA9500 is at the bottom of the router.
10:00
Speaker 1
All right. You're sending me an email on that. Okay. Okay.
11:00
Speaker 2
Bottom part there's like a Wi-Fi name and password there. Then you go to your phone settings, connect to Wi-Fi, find that Wi-Fi name. Once you're connected, that's it. You should be connected to the internet if the internet is active. If not working and you need to turn it off and back on normally, it works. If that's not working, you'll have to set up the router, which is the one I'm going to send you. That's the guy. And I already sent the guide that should work. I did send you the email. Just now. Is that all your question or anything else you want to ask?
11:00
Speaker 1
No, I'm literally confused, but I'll try to figure it out. So, all right. Thank you. You too.
12:00
Speaker 2
All right, thanks so much for understanding. Have a good one. Go ahead.
12:00