V2 Rubric Detail — b571aacc-6996-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 15:19
Duration
5m 38s
Contact
Jim Barnum
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133601
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: PRODUCT FEATURES.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall50.9% (+10.9)

V2 Grader Summary

The agent resolved the customer's core question by addressing firmware updates but provided materially incorrect technical information by stating the EA7300 would receive no further updates. No diagnostic steps were taken to verify current settings, and unnecessary data was collected. While ownership and communication were maintained, the technical inaccuracy and lack of troubleshooting prevent a full resolution.

V1 Case Analysis

Customer asked about firmware auto-updates for EA7300. Agent incorrectly claimed the router is discontinued and receives no updates, misidentified model as EA7500, and failed to guide customer through firmware check. Issue unresolved.

Troubleshooting Steps
  • Collected model number (EA7300) and serial number.
  • Asked for customer contact details (email, phone).
  • Provided correct local admin URLs (192.168.1.1, myrouter.local).
  • Incorrectly stated the EA7300 is no longer manufactured and receives no updates.
Key Observations
  • Agent misidentified the router model as EA7500 (KB contradiction: EA7300 is a distinct legacy model).
  • Agent incorrectly stated the EA7300 no longer receives firmware updates (KB contradiction: EA7300 is listed in EOL firmware KB and may still receive updates).
  • Agent failed to guide customer to check/enable auto-updates in router interface (KB: Administration → Firmware).
  • Correct local URLs (192.168.1.1, myrouter.local) were provided.
  • Agent misnamed customer as Jeremiah.
Positive Highlights
  • Collected model and serial number correctly.
  • Provided correct local admin URLs (192.168.1.1 and myrouter.local).
  • Mentioned Linksys support website as a resource.
  • Polite closing and clear next-step instruction despite factual errors.
Agent Errors / Gaps
  • Incorrect model reference (EA7500 instead of EA7300).
  • Wrong statement that the EA7300 no longer receives firmware updates (KB contradiction).
  • Failure to direct customer to correct firmware check path (Administration → Firmware).
  • Misnaming the customer.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent stated the EA7300 is no longer manufactured and won't receive updates, but did not verify current firmware or auto-update status, leaving uncertainty about actual update behavior.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed — agent did not guide customer to check firmware version, auto-update setting, or local interface before concluding no updates are available.
R3 Partially Met Correct resolution path conf 90%
Agent correctly noted EOL status but failed to offer best-effort troubleshooting (e.g., checking current settings), instead presenting a definitive end-of-life conclusion without verification.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model, ISP, and serial number, but did not inquire about current firmware version or auto-update setting — key diagnostic steps for a firmware update question.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or direct customer to the router interface (192.168.1.1 or myrouter.local) to check firmware settings, despite it being the correct and necessary tool for this issue.
T3 Not Met No misinformation conf 90%
Agent incorrectly stated the EA7300 will receive no further updates — KB confirms firmware updates may still be released in phases, and auto-update remains functional even for older models.
Communication
C1 Met Clear & professional language conf 95%
Agent introduced herself, collected information, responded to the question, and closed the call with clear next steps without losing control.
C2 Partially Met Confirmed understanding conf 85%
Agent used accessible language but misidentified the model as EA7500 instead of EA7300, creating potential confusion despite correct general guidance.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and provided the requested information directly.
O2 Met Proactive follow-through conf 90%
Agent clearly instructed the customer to visit 192.168.1.1 or myrouter.local and support.linksys.com, with no pending callbacks or unresolved commitments.
O3 Met Closure confirmation conf 95%
No prior history was indicated; agent did not re-ask questions unnecessarily and built a new case record appropriately.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this firmware inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge the customer’s expressed concern about security and hacking, missing an empathy opportunity.
X2 Met Tone & rapport conf 90%
Agent maintained a calm, responsive tone and matched the customer’s pace, keeping engagement throughout.
X3 Partially Met Overall experience conf 85%
Agent collected serial number and ISP unnecessarily for a firmware update question, increasing customer effort without clear benefit.
Call Transcript11 turns · 11 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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your, your linksys product and it's no longer under warranty, paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
[silence] [silence] [silence] hi, Regina. I [silence] I really have a [silence] I don't need help. I just have a question. [silence] and I have a Linksys [silence] and [silence] and my [silence] my question is, is it automatically being updated, my my browser? [silence] or my my, yes. My router, rather, I'm sorry. [silence] I have an AC 17 [silence] 50. [silence] It's Jim [silence] and it's Barnum B-A-R-N-U-M. [silence] is 989 362 7 [silence] 1 [silence]
01:00
Speaker 2
you can also connect with other users for tips and guidance at reddit.com slash r slash link sys. Hi, thank you for calling link sys. This is Regina who can help you today. What are you. Okay. But before we proceed, Jeremiah, I know your first name and last name so that I can create a record here in our end. And your call back number.
01:00
Speaker 1
It is Bay house B-A-Y-H-O-U-S-E the number three at Charter.net. I have one, just one. Okay, so I have one of the model number. It's an EA7300. And okay, the number, I've got three numbers on the side of the box here, right? Must be the top number. Do you know? It should be 19T 10S962.
02:00
Speaker 2
and your email address. and how many census router do you have in total? Can you please provide the serial number of that router? yeah, the serial number S slash N.
02:00
Speaker 1
518 7, uh, Charter, or Spectrum. I'm, I'm my, my question is simply does it get automatically updated or is that something I have to manually do and I've had this router now for several years. okay. So, I'm now I'm, I'm in a spot where I have to update this router.
03:00
Speaker 2
And who is your internet service provider? Okay, that's an EA7500, and what is your concern all about with this router? So you're asking go ahead, yeah, I see, and as of the moment sir, we are no longer manufactured this router. So we are no longer, offer any further updates for this one on the future. Yeah, no need to update this one because
03:00
Speaker 1
Well, I guess what I mean is, okay, okay, does that, in other words, I guess I'm, I'm saying that, do I need to buy a new one now then instead or am I, or am I okay? Okay, well of course, I'm, the only thing I'm concerned about is I'm somebody hacking into it, I guess I, I, hopefully I don't have that, I don't seem to have that problem, but it's just a concern that I ran, because. Okay, okay, and I can do that through my magnet, my quick start guide here or something.
04:00
Speaker 2
We don't no longer [Silence] latest firmware update. Any latest firmware version. Go. Yeah, you can also do an upgrade your but it doesn't mean that the router isn't no longer under warranty or when no longer manufactured. It's no longer working. You can still continue using the devices, but for firmware update. So, for any new firmware update like a bugs, you can go on our website you can still use other device. Seems it's still working. Yeah, but you can actually access, yeah, but you can actually access the setting of the router to manage it.
04:00
Speaker 1
Okay. Okay. Very good. I will do that. Thank you so very much. Okay, great. Thank you. All right. Thanks so much. You too. Bye bye.
05:00
Speaker 2
192.168.1.1 or my router.local. You can also manage this one using the Linksys app. Okay, and don't forget to visit support.linksys.com, sir. We also have our [Linksys] AI Agent there for your guidance. Okay, you're welcome, Jim, and have a great day. Bye.
05:00