V2 Rubric Detail — b942acc4-7bf1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 23:55
Duration
43m 28s
Contact
Elaiza Raney
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00136625
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA5800_Changing the Wi-Fi name and Password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall45.8% (-10.2)

V2 Grader Summary

The agent identified the EA5800 as end‑of‑support and offered to email a self‑help guide, but never provided the actual steps to change the guest Wi‑Fi name or password, performed no troubleshooting, and gave no clear timeline. Consequently the customer's issue remained unresolved.

V1 Case Analysis

Customer (EA5800) wants to change guest Wi-Fi SSID and password. Agent noted end-of-support, collected info, and promised to email a self-help guide; no steps were given.

Troubleshooting Steps
  • Collected customer name, email, phone, and router model.
  • Checked product support status (end-of-support).
  • Offered to email a self-help guide.
Key Observations
  • Agent correctly identified the EA5800 as end-of-support based on model number (00:42:00).
  • No technical steps were provided to change guest Wi-Fi settings despite KB availability.
  • Agent confused serial number with MAC address (00:39:00), causing unnecessary confusion.
  • Call lacked structured troubleshooting and ended without confirming next steps or customer understanding.
Positive Highlights
  • Accurately identified EA5800 as end-of-support and communicated this clearly (00:42:00).
  • Collected full customer contact information including name, email, phone, and ISP (00:37:00–00:40:00).
  • Set appropriate expectations about limited support for end-of-support devices.
  • Offered to email a self-help guide as a next step (00:42:00).
Agent Errors / Gaps
  • Failed to provide specific instructions for changing guest Wi-Fi name/password despite KB availability.
  • Misidentified MAC address as serial number (00:39:00), leading to confusion.
  • Did not verify customer's ability to access router web interface before offering self-help.
  • Did not reference or use KB article 'linksys_now_wifi_settings.md' which covers guest network configuration for compatible models.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never provided steps to change guest Wi‑Fi name/password; only promised to email a self‑help guide without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic steps were taken; agent immediately cited end‑of‑support status and offered a guide without troubleshooting.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified EA5800 as end‑of‑support but did not attempt any best‑effort troubleshooting (e.g., guiding login, accessing settings) before defaulting to documentation.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asked no diagnostic questions about current settings, login attempts, or error messages; no logical process to identify root cause.
T2 Met Appropriate tools / resources used conf 80%
Agent used internal system to verify EA5800 support status, which was appropriate for determining eligibility; no additional tools were needed for this request.
T3 Met No misinformation conf 95%
Statement that EA5800 is end‑of‑support and recommendation to use self‑help or upgrade are technically accurate per Linksys policy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent gathered required info and kept call moving but did not set clear expectations or timeline for next steps.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language and repeated email spelling but did not adapt explanation to customer’s request to change guest Wi‑Fi credentials.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent owned case from start to finish, did not transfer, and honored commitment to email a guide.
O2 Partially Met Proactive follow-through conf 80%
Agent said they would email a step‑by‑step guide but gave no specific timeframe or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history existed; this was the first interaction.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate a simple Wi‑Fi credential change on an end‑of‑support device; escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of customer’s frustration about the difficulty of changing guest Wi‑Fi.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pace to customer’s confused, repetitive style; communication remained generic.
X3 Not Met Overall experience conf 90%
Customer was left to figure out the change on their own after receiving only a generic guide; no effort was made to reduce steps or handle actions on customer’s behalf.
Call Transcript15 turns · 17 lines
Speaker 2
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. While waiting, you may also visit support.Linksys.com for more information about your product.
00:00
Speaker 1
Hey, El, how are you good? Good. I'm on hold. I'm trying to change the username and password for our guest Wi-Fi. It is a pain. [silence] This message has been transcribed. Oh. Hello. Hello. Thank you. Thank you. Very clear. Hi. I was actually calling um I am trying to change our routers. Um and it's just a like a uh another router. I have the serial number. Um Yes. Say the numbers.
01:00
Speaker 2
[silence] Thank you for calling Linux's technical support. My name is Donna. How may I help you today? [silence] Hello, thank you. Thank you so much for calling Linux's technical support. My name is Donna. How may I help you today? [silence] Okay.
35:00
Speaker 1
Hi Schultz, I have the Serial number. Anyways, I'm trying to change the username and password. no, no, Correct. Okay. I tried calling the other day but I just, I didn't have enough time to wait. Um, I'm sorry, can you repeat that? Yes, ma'am.
36:00
Speaker 2
Okay, are you referring to the username and password to login to the router's page or the Wi-Fi name and password? Okay, so we have to access the setup page of the parent node to change the Wi-Fi name and the password. Let's see what we can do to get this fixed. By the way, is this your first time calling Lynch's technical support? Okay, I understand. May I have your first name and last name, please? And can you please spell it out for me using fanatic. May I have your first name and last name please and can you spell it out for me using fanatic? Okay. Okay. So your first name is Eliza Rainey, right? Okay. Let's also have your email address and can you please spell it out for me? You think for net?
36:00
Speaker 1
Word N is in Nancy. Kitchen K is in kite I's in igloo T as in Tom C as in cat H as in Henry E as in Edward N as in Nancy cat.com Correct. [silence]
38:00
Speaker 2
Okay. so your email address is s as in sam, k as in kite, o as in oscar, z as in goat, e as in echo, n for nano at s as in sam, k as in kite, o as in oscar, z for goat, e for echo kitchen and uh, I'm sorry e for eco nanokitchen.com. Is this correct? All right. Thank you so much. May I also have the model number and the serial number of your product? You can find that on the bottom of your device. Usually Procter Dome. [silence]
38:00
Speaker 1
Yep. I have the serial number first, if that's okay. 26A as in Apple, 102301460018 model number. Just a second. Model number. Is that the MAC number? Yeah. Yeah. 302309580751. [silence]
39:00
Speaker 2
the label underneath the device or on the box it came with. Okay. May also have the model number. Okay. No problem. Yeah. [silence]
39:00
Speaker 1
Oh, model number EA5800, the Golden West telecommunication [silence] Correct. [silence] Correct. [silence] Thank you. [silence]
40:00
Speaker 2
Oh, please hold on. Um, that is the MAC address, my bad. The model number is labeled as the model number. So let me double check if I if I can see the... Okay. EA5800. Let me check it in the system. By the way, who is your internet service provider? Um, golden West. Okay. Hold on. You're calling from the United States right now, correct? And your best phone number is 165 1 2 0 8 2 7 0 1, right? Okay. Thank you so much. Please give me two to three minutes to check the serial number and the system.
40:00
Speaker 1
If you guys do come tomorrow and you don't have reservation eyes.
41:00
Speaker 2
Okay hello. Yeah, I just want to be upfront with you, this model has reached end of support. So it no longer receives further updates or active support from Lenovo. I tend to walk you through a few practical steps that often help, and afterward, I'll email you a self-help guide you can keep. Also because of the age of this product, oh, yeah, I will just email you the step-by-step guide, okay? Okay, also because of the age of this product, there's a limit to what problem shooting can reliably fix. So if ever your router will not be fixed, you can also upgrade to a newer technology, okay? [silence] But since your issue is just changing the WiFi name and the password, then I guess you don't
42:00
Speaker 1
And I have the التشا ساماشا. Okay. Okay. I appreciate it. No, ma'am. You too. Bye bye. Thank you, sweetie.
43:00
Speaker 2
have to do an upgrade right now. Unless if you need. Okay. So I'll just email you the self help guide. Okay. Thank you so much. Do you still have other questions that I can help you with today? Okay. Thank you so much for contacting Linked is technical support. Once again my name is Donna. Have a great day. Take care. Bye bye.
43:00