V2 Rubric Detail — c405b10c-7cc7-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 01:28
Duration
12m 26s
Contact
Barney
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136781
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA9500 - request for firmware

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall15.9% (-12.1)

V2 Grader Summary

The agent incorrectly declared the EA9500v2 router end-of-life with no firmware—contradicted by KB documentation—and failed to perform basic troubleshooting or provide accurate guidance. While escalation was not needed, the agent dismissed the customer’s request with misinformation, resulting in an unresolved case. Key failures include technical inaccuracy, lack of ownership, and poor communication adaptation.

V1 Case Analysis

Customer inquired about firmware updates for EA9500v2. Agent incorrectly stated the router is EOL and has no firmware, recommended replacement with MX4200/MX2000. No correct resolution provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent gave a factually incorrect statement that EA9500v2 is end-of-life and has no firmware updates.
  • Provided unrelated replacement recommendation with price estimates instead of addressing the firmware question.
  • Did not reference the correct KB or explain automatic firmware update process.
  • Communication was garbled and lacked clear, concise instructions.
Positive Highlights
  • Collected the correct model number from the customer.
  • Addressed the customer by name.
Agent Errors / Gaps
  • Incorrect claim that EA9500v2 is EOL and has no firmware updates.
  • Suggested unrelated MX series routers as replacements without confirming need.
  • Provided inaccurate warranty/support eligibility information.
  • Failed to verify or explain automatic firmware update settings.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared EA9500v2 unsupported with no firmware, offered no troubleshooting or resolution path, and closed the call without addressing the firmware update request.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed; agent did not guide customer to check firmware in UI, restart router, or verify update status.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly labeled EA9500v2 as end-of-life and advised replacement instead of verifying firmware status or providing best-effort support, despite device being eligible for assistance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms, ask diagnostic questions, or determine root cause; jumped directly to unsupported conclusion about EOL status.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., firmware lookup, admin UI guidance) that were necessary to verify update availability for EA9500v2.
T3 Not Met No misinformation conf 100%
Agent claimed EA9500v2 has no firmware and is insecure due to '128-bit encryption', but KB confirms it receives updates and supports modern security protocols.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced self and asked for model number, but failed to set clear expectations or maintain control when customer expressed confusion; interaction lacked structure.
C2 Not Met Confirmed understanding conf 90%
Agent used technical claims without verification and gave unsolicited pricing advice, failing to adapt to customer’s basic inquiry level or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by dismissing device as unsupported rather than investigating firmware status or guiding customer through update process.
O2 Not Met Proactive follow-through conf 95%
No next steps were provided—agent did not instruct customer to check auto-update, access router UI, or contact back if issues persist.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 80%
No escalation was warranted for a firmware status check; agent handled within scope of L1 despite factual errors, so non-escalation was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged customer by name and closed politely, but offered no empathy regarding frustration or confusion over device status.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or content after customer repeated questions; continued with promotional language instead of clarifying support options.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by providing incorrect information, forcing customer to re-verify firmware status independently.
Call Transcript9 turns · 11 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. [silence]
00:00
Speaker 1
[silence] go in the water. darling. ... them. You need to hush. I'm going to be on the phone. Yeah. Then I'll get the flashbores. Let this get warm. Gotta get the gas valve and the hunker. Is it Nathan? Nathan I I was wanting to check on uh this links router to see if there's any firmware updates. Okay. The the model number is EA 9500v2. Oh it is in the lungs.
01:00
Speaker 2
Thank you for calling Lynx This This, my name is Nathan Wee. I know who am I speaking with? Yes, your name is? Barney. How can I help you Barney? Okay, okay give me the model. Ah, the router is already no longer supported. It's end of Life. There is. Yeah. There is no available Firmware for this one and it's not compatible, not secure. I don't advise using the.
09:00
Speaker 1
Oh, hang on. Okay, hang on. The MX 4200 or MX 2000. You're saying that's made by Lennox, correct?
10:00
Speaker 2
using this one it is uh the security it is slow is just one one two eight pick encryption everybody's using 512 now it's three steps slower it can be hacked by AI and I don't suggest you go this one and it's also not supported by spectrum Xfinity and all the major internet service provider if you can connect they will give you a lower speed and lower priority replace it go for MX 4200 cost you around 57 do not spend too much on router around 57 to $70 that's the value of the MX 4200 or MX 2000 it will help you or MX 2000. yes
10:00
Speaker 1
I. I know. up. OK now does that does that have 2.4 gig and 5 gig on it? Okay. And that would be on both of them, correct? OK. All righty. Well,
11:00
Speaker 2
And then take note, the Linksys support is unlimited even if the router is already expired, meaning out of warranty, we will help. The warranty is more on the hardware side. If it's within warranty, we replace the hardware. But phone support, technical issue, questions, anytime, you can call us, we will help, no limit.
11:00
Speaker 1
Alrighty, I appreciate your time. Nathan. Thank you, man. Thank you, Nathan. All right, bye bye.
12:00
Speaker 2
1 in that location. Good night. Thanks for calling. My name is Nathan and have a nice. Yes, bye bye.
12:00