V2 Rubric Detail — c3618aaa-65e3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 22:20
Duration
7m 17s
Contact
R Collins
Issue Type
Password/Login
V2 Outcome
Partial Resolution
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

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership3.21/5
EscalationN/A
Customer Exp2.50/5
Overall50.3% (+22.3)

V2 Grader Summary

The agent correctly identified the EA9500 v2 as end-of-life and provided technically accurate information, including the default password and factory reset procedure. However, troubleshooting was incomplete — the agent did not confirm successful login or guide through post-reset setup, leaving the issue unresolved. While no escalation was needed, the agent fell short of full best-effort support for an out-of-warranty device, resulting in a partial resolution.

V1 Case Analysis

Customer unable to log into EA9500 v2 (admin password not accepted). Agent incorrectly claimed device is end-of-life, provided wrong support URL (supportlynksus.com), and gave incorrect reset duration (25 sec). Did not address cascading request or verify reset outcome. No case created.

Troubleshooting Steps
  • Confirmed default admin password is 'admin'
  • Advised factory reset (25-second hold)
  • Directed customer to support website (incorrect URL)
Key Observations
  • Agent falsely claimed EA9500 v2 is end-of-life and support ended March 2026 — contradicts Linksys KB and product lifecycle data.
  • Provided incorrect support URL: 'supportlynksus.com' at [04:00] — high-risk typo that could lead to phishing or misinformation.
  • Instructed 25-second reset duration at [06:00] — exceeds KB standard of 10–15 seconds, risking hardware stress or incomplete reset.
  • Failed to address customer's cascading request at [01:00]–[02:00] despite explicit question about connecting EA7450 and EA9500 via Ethernet.
  • No serial number collected, no warranty verification performed, and no HappyFox case created — major protocol omissions.
  • Customer provided full contact info (phone and email) at [03:00], but agent did not acknowledge or use it for case creation.
  • Agent claimed to have pulled up customer record at [02:00] ('I just pulled up your record'), but no evidence of CRM use; likely hallucination or misstatement.
Positive Highlights
  • Maintained polite and patient tone throughout the call.
  • Correctly identified the default admin username and password as 'admin'.
  • Acknowledged customer frustration and attempted to redirect to self-help resources.
Agent Errors / Gaps
  • Falsely stated EA9500 v2 is end-of-life and technical support ended March 2026 — materially inaccurate and misleading.
  • Provided incorrect support website URL: 'supportlynksus.com' — unsafe domain variant and clear KB violation.
  • Advised 25-second factory reset — longer than KB-recommended 10–15 seconds; potential risk to device state.
  • Failed to collect serial number or verify warranty status despite discussing support eligibility.
  • Did not create or reference a HappyFox case number — missing case management discipline.
  • Ignored customer’s request about cascading routers and AP mode configuration.
  • Falsely claimed to have accessed customer record without evidence — undermines trust and protocol integrity.
  • Did not confirm whether customer could access web UI or if browser/cache issues were present.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; customer was unable to log in, and the agent only advised a factory reset and directed to self-service without confirming resolution or providing direct setup support.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the login issue and suggested a factory reset, which is relevant, but did not guide through accessing the interface post-reset or confirm successful setup; troubleshooting was incomplete.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the EA9500 v2 as end-of-life and explained lack of active support, but failed to provide best-effort troubleshooting beyond reset and KB referral; should have walked through manual setup steps despite EOL status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (invalid password) and root cause (likely configuration from prior use), but did not ask for confirmation of reset completion or guide through post-reset login; diagnostic process was incomplete.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent referenced support.linksys.com and AI tool, which are valid self-service resources, but did not use or offer to guide through the actual setup steps despite EOL status; tools were used to deflect rather than support.
T3 Met No misinformation conf 95%
Agent correctly stated default password is 'admin', advised factory reset for setup, and accurately described EA9500 v2 as end-of-life with no further updates — all factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but failed to set clear expectations after identifying EOL status; transitioned to self-service without confirming customer capability, leading to customer confusion.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but did not confirm understanding after key steps; customer expressed confusion multiple times, indicating communication was not fully adapted.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on case and did not transfer, but closed with unresolved issue; took ownership but did not ensure resolution or follow-up path beyond self-service.
O2 Partially Met Proactive follow-through conf 80%
Agent provided next steps (reset, visit KB), but they were vague and not confirmed as completed; no timeline or follow-up commitment was established.
O3 Met Closure confirmation conf 90%
Agent referenced prior technician interaction and customer’s confusion, showing awareness of history; no handoff occurred, but continuity was maintained within the call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope (setup of EOL device), and agent attempted resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and the situation did not require one; agent handled the case at L1 appropriately given constraints.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent apologized and used polite language, but did not specifically acknowledge customer’s frustration from prior interaction or repeated effort; empathy was generic.
X2 Partially Met Tone & rapport conf 70%
Agent maintained a calm tone but did not adjust pace or style in response to customer’s visible confusion; continued with scripted steps despite customer’s uncertainty.
X3 Partially Met Overall experience conf 80%
Agent avoided asking for redundant info but directed customer to self-service without completing setup; could have reduced effort by guiding through reset and login steps directly.
Call Transcript12 turns · 14 lines
Speaker 1
Well, I hope you can, because the last guy I talked to, really just confused me and that didn't help at all. So,
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, depending on your issue. To hear more about your, 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. [silence]
00:00
Speaker 1
I bought uh a Rinksist um router off Marketplace. So he told me to take it back. Well, I can't take it back cause I got it on Marketplace. He said that it's out of out of date. I don't really know. Um he said I can use it, but then he rattled off and I didn't understand a word he said and he said he sent me an email. He did not. Um, is there a way cause it's the the model number is the EA 9500 v2. Okay. Is there a way I can because before I have the the E A 7450 already, but it doesn't do my whole house, so where I need it to, so I had Athernet cable hooked to the back of that one and then to the to a different one. Well, that one broke the other one. So, is there a way just to hook that? s central cable between the 7450 and the 9500 and will the 9500 then work? Yes, I just got it today. I got it off marketplace so um I got it on marketplace so I have it came with all the books and everything but when I went to do it online it said my the password was wrong. Yes. Yep.
01:00
Speaker 2
Well, you can do both. You can cascade the E, your, your existing router to this newly purchased, this is newly purchased, right? The EA 9,500. All so you have the proof of purchase? Okay, alright. Yeah, I just pulled up your record, ma'am. So this is R. Collins. Is that right?
02:00
Speaker 1
it's 03167887815.031@g, mail, yeah, we have, um, point broadband, right, honey? yeah, point broadband. is my internet provider. uh-huh. yep, correct. yep, it keeps telling me it's invalid.
03:00
Speaker 2
on the AA 9500 and the router password um did not work is that right you're trying to log into okay yes because by default the router password is admin all right And I believe the previous technician informed you as well ma'am regarding the status of this EA95000. This particular device, particular model ma'm is one of our end of life routers. Okay. And the technical support for this device also ended last March 2026. Okay? Yes. probably that is the reason why the previous technician advised advised you to have it replaced because this device is one of our end of life routers. There's there's no further updates no further developments for this router and we can what we can actually give you since the technical support is no longer covered for this device, is our website which is supportlynksus.com.
03:00
Speaker 1
Okay. Good day. [silence] Okay. [silence] Thank you. Thank God. [silence] Well, that's what I asked, and [silence] I'm [silence] I'm confused. [silence] Can I just [silence]
05:00
Speaker 2
Now, find their articles and how to set up this particular device. All you have you to do is to search for the model number. And we also have an AI tool at the bottom right, where you can find answers. It will give you step-by-step instructions in how to set up this router. So, we apologize for that ma'am. So, if you want, you can have this device replaced from where you bought it. Just to get a new model, a newer model. Okay. Well, thank you so much for you. [silence]
05:00
Speaker 1
So if I hook it up to the, uh, not just, you know, if I do that, what do I have to do to have it the same password? Give me. Okay.
06:00
Speaker 2
well if the password is not working ma'am and uh this is for initial configuration you can just reset your router to factory defaults at the back of your router this there's a reset button okay usually that's a red hole so you can press and hold the reset button for 25 seconds and the router password by default that is admin [silence] A-D-M-I-N all lower case all right and for the uh for the installation you can check on our website support.linksys.com [silence]
06:00
Speaker 1
Okay, thank you. All right. See you bye.
07:00
Speaker 2
[silence] alright well thank you so much Ms. Collins for calling Linksys. This is Abby, have a great day, take care ma'am.
07:00