V2 Rubric Detail — e4af5690-6f0e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 14:21
Duration
6m 24s
Contact
Scott Welch
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00134445
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to Disable Guest Network_ EA7500v2
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication5.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.43/5
Overall24.0% (-32.0)

V2 Grader Summary

The agent failed to provide any troubleshooting for disabling the guest network on an EA7500 v2, incorrectly stating it was ineligible for support due to EOL status. Despite this model being eligible for best-effort OOW troubleshooting (including web-based configuration), the agent offered only a product upgrade. No diagnostic steps, tools, or empathy were used, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer with EA7500 wanted to disable guest Wi-Fi. Agent confirmed device is EOL, instructed to access http://myrouter.local to disable Guest Network, but provided incorrect support URL (I-N-K-S-Y-S.com) and mentioned non-existent MR16 model.

Troubleshooting Steps
  • Collected router model (EA7500) and serial number.
  • Informed customer the device is end-of-life and no longer receives support.
  • Provided instructions to access the router via http://myrouter.local and disable the Guest Network.
Key Observations
  • At [05:00], agent provided incorrect and potentially unsafe support URL: 'I-N-K-S-Y-S.com' instead of 'support.linksys.com'.
  • At [04:00], agent recommended a non-existent product model 'MR16', which is not in Linksys lineup.
  • Agent did not verify that the customer could access the web interface or confirm the guest network was disabled.
  • No empathy or acknowledgment of customer frustration; communication was transactional and abrupt.
  • Agent failed to correct or clarify when customer repeated the incorrect URL back.
Positive Highlights
  • Collected model and serial number early in the call.
  • Correctly identified the EA7500 as end-of-life and communicated that support has ended.
  • Provided technically accurate self-help path: access http://myrouter.local and disable Guest Network.
Agent Errors / Gaps
  • Provided wrong and potentially unsafe URL for Linksys support (I-N-K-S-Y-S.com).
  • Recommended a product that does not exist (MR16).
  • Did not confirm the customer’s ability to log into the router or that the guest network was disabled.
  • Failed to correct customer’s repetition of the incorrect URL.
  • Lacked empathy and failed to acknowledge customer’s effort or frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the EA7500 v2 is end-of-life and 'no longer eligible for any assistance' without attempting to resolve the guest network issue, leaving the customer without a solution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent skipped diagnostics and went directly to recommending a new router instead of guiding the customer through web interface settings.
R3 Not Met Correct resolution path conf 96%
Agent dismissed support due to EOL status rather than providing best-effort troubleshooting as required; OOW devices still warrant setup and configuration help per rubric.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Only diagnostic action was identifying model/serial; no follow-up questions about guest network behavior, settings, or access attempts were asked.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — agent could have directed customer to http://myrouter.local and walked through Guest Network settings but did not.
T3 Partially Met No misinformation conf 92%
Correctly identified EA7500 v2 as EOL and provided correct support site, but inaccurately claimed device is 'not eligible for any assistance' — contradicts OOW best-effort standard.
Communication
C1 Met Clear & professional language conf 93%
Call was framed at start, agent maintained control, set expectations about EOL status, and closed professionally.
C2 Met Confirmed understanding conf 91%
Used plain language, avoided jargon, confirmed understanding, and adapted to customer’s pace when discussing upgrade options.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of the configuration request; immediately deferred to product replacement instead of resolving the issue.
O2 Not Met Proactive follow-through conf 94%
No clear next steps provided for disabling guest Wi-Fi; only suggestion was to consider buying a new router, with no actionable follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was a simple configuration request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent did not acknowledge customer’s effort or frustration, nor apologized for limitations of EOL status.
X2 Met Tone & rapport conf 92%
Maintained calm, responsive tone; matched customer’s conversational style and answered direct questions clearly.
X3 Not Met Overall experience conf 95%
Customer was forced to seek a new product rather than receiving help with existing setup, creating unnecessary cost and effort.
Call Transcript13 turns · 13 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. [silence] For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. [silence] For out of warranty product, paid support option may be available, depending on the issue. [silence] Hi, thank you for calling Linksys. My name is Venn and I'll help you today.
00:00
Speaker 1
set up my system and I have the Linksys router. and it comes up to the password to get into the system, and that's fine and dandy. That works. But then it comes up with free Wi-Fi for guests, and I'd like to eliminate that. That'd be correct. Hold on a moment. I have to put the phone down. let me check. [silence]
01:00
Speaker 2
I can only help you with that problem once you tell me what model the router is. Um, uh .
01:00
Speaker 1
Okay serial number model. Okay, there we go. It's an Echo alpha 7500 Victor too. Uh-huh all right, here we go 1-8 Lima 2-1 Sierra 0-7-9-1-1-5 Victor. Correct. My name is Scott Welsh.
02:00
Speaker 2
EA 7500 version 2. Thank you so much. Can you also provide me the serial number so we can double check its current status on our end? Mm-hmm. Mm-hmm. Mm-hmm. To repeat, it's 1-8 - Lima 21, Sierra 079, 1155. May I know to whom am I currently speaking with as well? [silence]
02:00
Speaker 1
Mhm. Um, uh, I would say yes.
03:00
Speaker 2
Thank you so much Sir Scott. To also confirm, do you have an available laptop or computer that you use? [silence] Because what you have here is what we call an old model. It's not compatible for any kind of configurations either on the app. In terms of any changes that needs to be done on the router, it must undergo on a web interface either on a computer or a laptop. [silence] To access your router, you just need to search myrouter.local and put in your admin password, if you can still remember. To disable the guest network, once you're in the settings of the router itself. However, [silence]
03:00
Speaker 1
Okay. Wow. Okay. Understood. Okay. Um, what is the newest, uh, the newest unit that you guys have [silence].
04:00
Speaker 2
Before any further troubleshooting may start with this specific model, I do have to set expectations that, unfortunately, this EA7500.2 that you own has already been considered as an end of life product. It is no longer being manufactured and the support for the device had already ended on August 9 of 2022. It's no longer eligible for any assistance. As much as possible, all troubleshooting steps or guides is still completely available on support.linksys.com. But for our personal consideration, we highly do advise you to at least try and upgrade to a better unit. If you're just using it for home daily uses like streaming and work-related, I highly recommend that you consider looking into the MR16.
04:00
Speaker 1
MR 7500 um okay now this is just for uh Wi-Fi and um let's see what else uh things such as Alexa, uh Roku. Um what else? Okay. All right I'll look into that. And what was the address you told me the address uh web address for the uh port one link?
05:00
Speaker 2
seventy-five hundred. Yes. your daily activities, like television, streaming, working or like normal games, this router covers it for you. All right. Is there anything else? it is loop Thank you dot Linksys.
05:00
Speaker 1
Yes. Okay. I-N-K-S-Y-S.com. Okay? Okay. I appreciate your help. Mhm. You too. [silence] Okay.
06:00
Speaker 2
All right. Thank you so much for calling Linksys as well. Take care and have a great day. Bye-bye for now.
06:00