V2 Rubric Detail — 00e96bac-73ec-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:54
Duration
12m 16s
Contact
Zayda Hernandez
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135210
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6350_Reconfiguration of the RE
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided addressing the customer's request for ISP recommendations and pushed a paid‑support option without providing a solution or troubleshooting.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.71/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to address the customer's core request for internet provider recommendations, performed no troubleshooting, misidentified the device, and dismissed the OOW customer with a paid support pitch. This constitutes Avoidance/Evasion, warranting auto-zero, and resulted in no meaningful progress toward resolution.

V1 Case Analysis

Customer reports a range extender (RE6750) with blinking orange LED that will not connect. Agent incorrectly identified the product, stated it was out of warranty, offered paid support and provided wrong URLs. No troubleshooting was performed and the issue remains unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent mis‑identified the product and never obtained a reliable model/serial number.
  • Incorrect URLs were given (support.lensist.com, linkes.com) which are not Linksys resources.
  • Agent repeatedly pushed paid‑support without first attempting basic troubleshooting.
  • No clear troubleshooting steps (power‑cycle, reset, LED interpretation) were performed.
  • Customer’s request for free assistance was ignored; the call ended without resolution.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to capture correct product model and serial number.
  • Stated the device was out of warranty without verification.
  • Provided wrong support URLs (support.lensist.com, linkes.com).
  • Offered paid‑support before attempting any basic troubleshooting.
  • Did not perform any diagnostic steps for the blinking orange LED.
  • Did not confirm whether the customer’s issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer asked for internet provider recommendations; agent never provided any names or guidance on ISPs.
R2 Not Met Diagnostic thoroughness conf 97%
Agent collected serial/model numbers but performed no troubleshooting steps; jumped to warranty status and paid support.
R3 Not Met Correct resolution path conf 96%
Agent dismissed OOW customer with 'can't help' and paid support pitch, without offering best-effort troubleshooting like firmware check or reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify symptoms or root cause; assumed RE6750 without verification and never probed the blinking orange light issue.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (remote session, logs, firmware check) despite clear need to diagnose extender connectivity issue.
T3 Not Met No misinformation conf 98%
Agent incorrectly identified device as RE6750, a model not in KB; provided inaccurate warranty status and promoted unsupported paid services.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to set expectations, allowed long silences, and did not steer conversation toward solution; lost control during confusion.
C2 Partially Met Confirmed understanding conf 85%
Agent used some accessible language but introduced jargon and paid support without confirming understanding, contributing to frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent immediately pushed paid support instead of owning the case or attempting troubleshooting for OOW device.
O2 Partially Met Proactive follow-through conf 86%
Agent promised email in 3–5 minutes with setup instructions, providing a clear next step despite unresolved core request.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted for the nature of the request (ISP recommendation).
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent showed little empathy, never acknowledged frustration, and sounded scripted; dismissed customer's financial concern.
X2 Partially Met Tone & rapport conf 84%
Agent maintained steady pace but did not adapt to confusion; customer repeated info multiple times without clarification.
X3 Not Met Overall experience conf 91%
Customer repeated serial number and contact details multiple times; agent added friction with paid support pitch and policy discussion.
Call Transcript26 turns · 26 lines
Speaker 1
Morning I, I have a uh a router that I purchased like four years ago. I was looking for the best, uh, exchange definitely companies for um internet and I'm trying to uh uh if you can, um, provide me with some names of companies that, uh, uh, offers really good internet. Uh, uh, I don't know, I don't know, I don't know, what was that? I don't know, what am I, but I don't know. Hello? Yeah, uh, hello. Uh, hi, hi. Hi, I'm looking for, uh, the best company to purchase, uh, internet. Yeah. I just want to know this. Yeah. Uh huh.
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.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. Thank you for calling Linksys. How may I help you? Mm-hmm.
00:00
Speaker 1
No, no, no. quit it off. But it's not working. It's done and I try to set up and everything over there, but it's not working. I am really done. I've been taking two weeks and it's not working at all. It's just feel more of yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Okay, the serial number. Is is that the one you're asking for or the model number? Okay, so model number first. Right? I think over the asin elephant 6355.
01:00
Speaker 2
Uh-huh. Okay, so madam, uh let me just doublecheck, let me just check if I got it correctly you changed internet service provider, right? And you you need to um You need to reconfigure the device and then you got the router four years ago, right? Okay. So ma'am to um let me just create a record record for this, can I have the model number and serial number of your linksys device? Yes. Uh serial number and model number. Uh-huh.
01:00
Speaker 1
[silence] the serial number is 23 V as in Victor, A as in Apple 1 0 P as in Peter 0 9 A as in Alpha, 0 6 A as in Apple 0 7 1. It starts with 2 three V as in Victor. [silence] Can you repeat that number please? That's okay.
02:00
Speaker 2
and how about your uh serial number so four B for Brian 10 p for Peter 09 a for Apple 06 871 yeah two three yep two three again that is um two three and then B for Brian 10 P for Peter and then 09 a for Apple 06 871
02:00
Speaker 1
Well, this is my husband's phone number, so you want this one? I, because my other phone number, I forgot it in my daughter's house and I can I don't have access to it until this afternoon. Do you want this or my? 321 443 8050.
03:00
Speaker 2
And then, who's your Internet service provider? Okay, and then can I have also your phone number? Okay, any phone number that we can, in case you get disconnected, we can call you back. Okay, and how about your first name and last name? Again, Z-A, A, and then.
03:00
Speaker 1
uh huh D Z Viva Viva DF in alpha AS in indigo D AS in delta A S in alpha Hernandez correct it's ID spelled like this D F in Tzira A S in alpha IS in indigo D AS in delta Y one A 39 at AOL.com [silence]
04:00
Speaker 2
Y-D-A, correct? And how about your ur? Mm-hmm. Okay. And how about your um, last name? Again, H-E-R-N-A-N-D-E-Z, correct? And how about your email address? Do it. Okay. Let me just check if I got it correctly and that is Z for Apple, Ay, I don't really, Z for Zebra, A for Apple, I for Indigo, De for David, Y for Yellow.
04:00
Speaker 1
1 1.8 3 3.9. 1.8. [silence] Yeah. Yeah. [silence] When it is integrated, there are and the router are all together. What do you mean? Inside the modem there is a router? Yes. Yes.
05:00
Speaker 2
well, your links device is an RE6750 and you want to configure this device to work with T-Mobile, right? Okay. Ma'am, did T-Mobile provide you with a wireless router? Ma'am, the wireless router can be There isn't an extender without a wireless router. Okay. And you have an existing wireless router, right? Um, yes. Because um, this device that you have, ma'am, is a range extender. It needs to have a wireless router in order uh,
05:00
Speaker 1
It is, yeah, the router works with my old devices. This is the only one that is not working with, yeah, I am, well, at the beginning it was green, blinking green, then it turned to orange, blinking orange. Uh-huh, that's what I'm calling for, so, yeah.
06:00
Speaker 2
Okay. Okay. All right. What is the um, color of the light on your um, range extender? Or blinking, are you? So that means it's um, not connected to the um, wireless um router. Okay. Okay. So we really need to um, configure that device um, to work with the T-Mobile um, internet um, connection. Okay. Okay. So, Ma'am, um, before we do start for um, any troubleshooting, let me just inform you about the status of your um, range extender. Um, it shows it here on our system that this
06:00
Speaker 1
Well, oh, hey. Send me the expense, brah, to another address because like I said before, I don't have my my phone with me. If you want, you can send it to my husband's email, please. I'll give it to you.
07:00
Speaker 2
The range extender is already out of warranty, okay, and complimentary phone support is no longer available if the device is out of warranty. But don't worry, med, we do have an options for out of warranty Lynx's device. Our first option is, you can take advantage of our AI tool that can be found on our website, and that is support.Linksys.com, okay? And then our second option is, I can send you an email on how to configure this range extender, okay? And then We'll hmm. Okay. So, I cannot send you, as long as the device is still under warranty. So, if you have any other questions regarding this, please don't hesitate to contact me again. And thank you for reaching out to the support team. [silence]
07:00
Speaker 1
You can send it to there. I can receive it in the afternoon. But at this moment, you know, the the other one, if you want to send it also to my husband's in case, because I would like to start working with it right away. It's Melvin Oliveira. I will spell it out for you. M as in Mary, I as in elephant, L as in Larry, V as in Victor, I as in indigo, N as in Nancy, O as in octopus, L as in Larry, I as in indigo, V as in Victor, E as in elephant, R as in Robert, A as in Alpha, 6, 2, at gmail.
08:00
Speaker 2
due to your email zaydecoinnet1839 Okay. So what's your husband's email madam? Mmhmm. Okay. Ma'am I'm sorry but Can you um repeat af
08:00
Speaker 1
62 at Gmail. All right. Yeah.
09:00
Speaker 2
the um, the, after OLI. okay, so that's uh, Melvin, Oliva, Verra, 62Gmail.com, right? So I'm going to update or edit the record here. So instead using your email, it will be uh, your husband's email. And also, Ma'am, um, that's our second option where I can um, send you um, email. We have also another option. um, uh, our sec um, another option that we have, Ma'am, this is our paid connect service. It's a one-time non-refundable technical support that will last up to 16 minutes of troubleshooting. In this option, Ma'am, um, I can ad with this now. It's well, it's added. Now we also have a text support, eh wait, we can give you the number of a text customer support and from there you can text our qualified technician through text and they will give you a step-by-step procedure on how to fix them now. We also provide webcam if you don't want to create a new account or application, whatever. Just for the troubleshooting. Okay, and they will connect you to the new person now. Just speak with them so that they will support you. [silence] From there, I would like to add that do you have any questions regarding our policy? [silence] If there are, please let me know so I can ask my policy team for solutions on these ma'am. Well, solutions, over the policy situation. All right. We're just waiting for your response, Ma'am, before proceeding and stuff. [silence] Thank you Ma'am. [silence]
09:00
Speaker 1
well, well, I don't have money under working right now. I don't have money for that. I'm sorry about it. it's what is it? I'm you can just send it to me and if not, I will throw the device away. you know, I'll give it to anybody who can work with it. support.lensist.com.
10:00
Speaker 2
walk you through on how to configure this range extender it will only cost 30 for 15 okay uh no problem okay so I'm going to um send you the email ma'am and in any case um you have time to use our AI tool you can just go to um linkes.com okay [silence]
10:00
Speaker 1
Okay, yeah, this is link to support and the keyword or Mac for mock. Setup installation. Okay. Oh, okay. Okay.
11:00
Speaker 2
1, ma'am. You can, um... Okay. I will just include the link, ma'ham. I will just include the link to the email, okay? So that it's easy for you to, um, hold it. Okay. All right, so, ma'am, just wait for the email, like, around five to, um, uh, three to five minutes after we ended our call, okay? Okay. All right. Okay. So thank you for, [noise] [silence] [noise] Of course, ma'am. Thank you. [silence] [noise] Goodbye. [noise] [silence]
11:00
Speaker 1
Thank you. Have a great day. Bye. [silence]
12:00
Speaker 2
Calling Langsworth, ma'am. This is Carla. Bye for now. You're welcome. Okay, goodbye. Hello?
12:00