V2 Rubric Detail — b251b1da-7fc5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 20:50
Duration
9m 37s
Contact
808-551-2874
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00137158
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet/SSID not showing

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication2.50/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall31.9% (+3.9)

V2 Grader Summary

The agent failed to resolve the missing SSID issue on an EA6500 router, provided factually incorrect information about product support end dates, and prematurely recommended replacement hardware. Though basic troubleshooting (reset instructions) was attempted, the agent demonstrated no ownership, empathy, or clear next steps, leaving the issue unresolved despite partial diagnostic effort. Critical technical inaccuracies were confirmed against KB guidance.

V1 Case Analysis

Customer unable to find default Wi-Fi SSID on EA6500 V2 after reset. Agent gave reset button guidance but incorrectly stated support ended in 2000, failed to verify SSID broadcast or provide web-based setup instructions, and pivoted to upselling MR20EC without resolution.

Troubleshooting Steps
  • Advised on location of the reset button (small red button between power and USB)
  • Explained that the blue button is WPS, not a reset
  • Suggested using the Linksys mobile app to set up the router after reset
Key Observations
  • Agent did not verify whether the default SSID reappeared after reset, a critical diagnostic step.
  • Agent provided factually incorrect information: claimed support for EA6500 V2 ended in 2000 [05:00], directly contradicting KB documentation.
  • Agent omitted the primary web-browser setup method (192.168.1.1 or myrouter.local), the standard fallback when the app fails.
  • Agent pivoted to upselling a new router without confirming hardware failure or offering self-help resources.
  • Email address was captured correctly (crystalgw@aol.com) after multiple attempts.
Positive Highlights
  • Correctly identified the location of the reset button on the EA6500 V2 (small red button between power and USB).
  • Accurately clarified that the blue button is WPS, not a reset function.
  • Correctly explained that a factory reset restores the default SSID (Linksys + last five digits of serial number).
Agent Errors / Gaps
  • Provided factually incorrect support eligibility information: claimed support for EA6500 V2 ended in 2000 [05:00], which contradicts Linksys KB documentation.
  • Failed to verify if the default SSID reappeared after reset, a necessary step before concluding hardware failure.
  • Did not guide the customer through web-browser setup (http://192.168.1.1 or http://myrouter.local), the standard fallback method per universal_app_transition_notice.md.
  • Pivoted to upselling a new router without completing basic troubleshooting or offering self-help resources.
  • Did not collect serial number or address warranty status despite discussing support eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the Wi-Fi network reappeared after reset and instead recommended purchasing a new router without resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent provided reset instructions and asked for model number but did not verify LED status, power cycle results, or guide the customer through post-reset app setup.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly claimed EA6500 support ended in 2000 (factually impossible) and abandoned best-effort troubleshooting by pushing replacement hardware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (missing SSID) and requested model number but omitted critical diagnostics (LED status, power cycle history, physical connections).
T2 Met Appropriate tools / resources used conf 93%
No advanced tools (remote session, logs) were required for this reset-and-setup scenario; verbal KB-backed instructions were appropriate.
T3 Not Met No misinformation conf 96%
Agent stated EA6500 support ended in 2000 (contradicted by KB) and confused pricing ($977 vs $79.97), constituting material technical inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 88%
Provided initial direction (reset steps, email for guide) but lost control during email exchange and ended call abruptly without confirmation or closure.
C2 Partially Met Confirmed understanding conf 87%
Used generally accessible language but failed to adapt during customer confusion (e.g., repeated email requests) or confirm understanding of critical steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abandoned troubleshooting after reset suggestion, offered no follow-up, and shifted focus entirely to selling a new product instead of resolving the issue.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timeline established; promised guide was not confirmed, and call ended without accountability for follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was a first contact with no prior case history or handoff context.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted for this L1-scope issue (SSID visibility); agent attempted basic resolution without unnecessary escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Displayed no empathy for customer's frustration over lost connectivity; tone remained transactional and indifferent throughout the interaction.
X2 Not Met Tone & rapport conf 94%
Failed to adapt communication during customer difficulties (e.g., email dictation struggles) and did not check comprehension after key instructions like the reset procedure.
X3 Not Met Overall experience conf 95%
Customer had to repeat the email address multiple times due to agent mishearing; agent did not reduce effort through spelling, pausing, or alternative methods.
Call Transcript18 turns · 19 lines
Speaker 1
[silence]. Oh, hi. Um, I'm trying to set up my router on my phone and I'm not able to find the Linksys network that it says I'm supposed to connect to. It's an old old router. Huh? Yeah. It says Linksys 800847.
00:00
Speaker 2
[silence] 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] Thank you for calling LG System. My name is Mr. Jerenel Guisano. You mean the default wifi name? You mean the default SSID or the wifi name? Are you trying to connect? Are you trying to find that? Is this an initial setup or working before?
00:00
Speaker 1
It was working before but it was never on my, it wasn't on my phone, it was on my computer, but my computer died. But it was still working until just recently and then my network name fell off the list. So I'm just trying to figure out what the heck happened and I didn't hit the blue reset button. Does that like reset the entire thing and make everything disappear? Okay. I okay. Oh, I see. Yeah, so I haven't done that then. I just I just can't find, I don't know what to do. I may need a new router. I don't know. The model number, no, I don't know. [silence]
01:00
Speaker 2
Oh, no. The The blue button is the WPS. It's not for resetting the router. It's the red button. It's really small. It's inside this small hole at the back. It's the red button. But, but yeah, to answer your question, resetting the router will be back to its default settings or factory settings. Uh, what's the model number and the serial number? [silence]
01:00
Speaker 1
model mobile EA 6500 V2. Well I see it, yeah, I see it. Yeah, so if I reset it, what happens? Yeah, I'm seeing so it says setup wizard start. [silence]
02:00
Speaker 2
got it so the reset of this EA6500 is at the back that's in between the power port and the USB port it's really small you might need a paperclip or pen to push it down it will be back to default settings and you can make use of the default name it will show linksys and the last five digits of the serial number
02:00
Speaker 1
Yeah, okay. So I need to, so I do need to reset it to, to, to try to set it up on my phone then. Okay. Uh-huh. I just need to find a paperclip then. I I can't use my government laptop to set it up because, you know, it's encrypted. Yeah, I'm using my, yeah, I'm trying to use my phone. That's what I'm trying to use. I downloaded the Linksys app, but I couldn't find the network.
03:00
Speaker 2
And we'll have two friends forward and Logitech. looks like... So, once you are connected to the default Wi-Fi, you didn't set up the router. I can send you the guide on how you can set up this router. [silence] All right, I understand. You can use iPad or tablet or you can also use your phone, but you need to use the app to set up the router.
03:00
Speaker 1
It didn't it didn't find that. Sure. It's crystal-c-h-r-i-s-t-a-l-g-w at aol.com. No, c-h c-h-r-i s-t s-t Christ Jesus Christ. Sorry. Crystal g-w-a-l. So it's c-h-r-i-s-t-a-l-g-w at aol.com. How long do I have to hold the button inside? Can you still hear me? Alright.
04:00
Speaker 2
Do you want me to, uh, do you want me to send you the manual guide of that and how to set up that router? Okay, what's your email? [silence] One more time. What is it? C-R-I-G-I@ H G-H, D-H at Gmail.com, okay, and then G-H, right? apps.bentley.com.
04:00
Speaker 1
You reset button? Okay, I did that. Okay. Uh-huh. I see. Okay. Over. Oh, I see. Uh-huh. So I should probably consider getting a new one.
05:00
Speaker 2
Just 10 seconds. All right. Um let me uh I I think it. So we may also check if we oh okay. So I checked the the model number right here. Um EA6500. It may work but it may not work. I'm not really sure because the firmware's we don't have the latest update for this EA6500. Mh. And unfortunately, the support of this ended in 2000 and we can no longer support this. It's better to upgrade to our latest rather. Yes.
05:00
Speaker 1
how much do those learn, how much do those learn? It's 1900 square feet. And we we have phones, then we have uh, we had one desktop, it's not working right now. We're probably gonna buying a laptop. And I have lots of cats and they like to knock stuff off of the desk. So if you get one that's hardened, that'd be great.
06:00
Speaker 2
that's based on what you need. Like, tell me more about your devices and just just. How big is your home? okay Okay. Let's check.
06:00
Speaker 1
Okay. How much is it again? No. no. Oh, it's available on Amazon. That's how you have to order it. Go to Amazon. Okay. And what is it again? An MR 20 EC. What was the first one again?
07:00
Speaker 2
Okay, so the model number I'm going I'm going to recommend is MR20EC, it's a it's a dual band Wi-Fi 6 router, can cover up to 2,000 square feet Wi-Fi coverage and coverage covers and coverage. How much? It's $977. It's $79.97. It's available in Amazon. Hmm Yes, correct. M R 2 0 E is in Andrew, C is in Charlie. Correct, correct.
07:00
Speaker 1
What was the first part MR 20 EC? OK. OK. All right. So, so you're gonna send me that. I'm not quite sure what's supposed to happen. So I I reset it. And then I go to settings. And I look for a Wi-Fi network. Yeah, it's not showing up.
08:00
Speaker 2
Sorry. what was that? Yes. Yeah, correct. MR20CE. That's the model number. Okay. And so here. This is Eric from Linksys, and the wifi name of the router by default it's again Linksys. That should show up there. Should show up there. If the wifi name is not showing up after doing reset, that could indicate that the router is having hardware issue. Let's find out there...possible reason...You have questions though? Other questions? Right. Okay. Well, if nothing else, take care. Welcome. Take care and bye-bye. [silence]
08:00