V2 Rubric Detail — 020659c0-5f7c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:42
Duration
19m 25s
Contact
Ronald Kleim
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132091
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 - Agent provided materially incorrect technical information: referred to non-existent 'WP' button and incorrect LED behavior (purple light on extender), which are critical failures per rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication1.25/5
Ownership2.86/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-42.0)

V2 Grader Summary

The agent attempted to resolve the issue but used incorrect technical procedures (WPS-only setup, wrong LED guidance) and failed to apply proper diagnostic steps or tools. Despite owning the call, the customer was left without internet and had to repeat information, resulting in an ownership gap. The materially inaccurate guidance triggers an auto-zero under the rubric.

V1 Case Analysis

Customer unable to get new RE series extender online; WPS pairing attempted, LED guidance incorrect, no internet confirmed. Customer suspects AVG interference.

Troubleshooting Steps
  • Attempted WPS pairing between extender and router
  • Instructed customer to press WPS button on extender for 3 seconds
  • Asked customer to check extender LED status (incorrectly expecting purple)
  • Directed customer to connect phone to extender network
  • Suggested checking other devices
Key Observations
  • Agent misheard serial number by adding a 'D' (transcript: '13 B as in boy, D as in David') despite customer saying 'B O 1 3 3 8'
  • Agent incorrectly expected purple LED on range extender, which is not standard for RE series
  • Agent used 'WP' instead of 'WPS', potentially confusing customer
  • Customer email 'law@belts.com' confirmed by agent at [11:00]
  • Agent attempted to initiate warranty update but did not complete verification
Positive Highlights
  • Agent attempted to initiate warranty registration process via email
  • Agent confirmed customer email address and used it to send instructions
  • Agent remained polite and patient despite customer confusion and disengagement
Agent Errors / Gaps
  • Misheard and incorrectly repeated serial number (added 'D') at [01:00]-[02:00]
  • Failed to collect model number despite needing it for accurate support
  • Provided incorrect LED expectation (purple) for range extender at [03:00]
  • Used non-standard term 'WP' instead of 'WPS' at [02:00], risking confusion
  • Did not validate successful WPS pairing or internet connectivity before moving on
  • Failed to troubleshoot 'no internet' condition after apparent connection
  • Did not offer alternative setup method (web UI) when WPS failed

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call stating 'no internet' and plans to contact AVG, indicating unresolved connectivity issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided WPS pairing and LED observation, but skipped core steps like accessing extender.linksys.com or verifying network credentials.
R3 Not Met Correct resolution path conf 95%
Agent defaulted to WPS without confirming router compatibility and ignored documented setup flow (browser-based), choosing an incomplete path.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No root cause analysis; agent skipped asking for router model, extender model, or current network setup before instructing button presses.
T2 Not Met Appropriate tools / resources used conf 98%
Agent did not use or direct customer to extender.linksys.com, the primary setup tool, nor verify connection via router admin interface.
T3 Not Met No misinformation conf 96%
Agent referred to 'WP' instead of WPS, and incorrectly suggested waiting for a purple light on a range extender (which uses orange/blue).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent initiated troubleshooting but lost control during LED confusion and failed to reframe when customer disengaged.
C2 Not Met Confirmed understanding conf 93%
Used incorrect acronym 'WP' without clarification and did not confirm understanding; failed to adapt to customer's visible confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, attempted troubleshooting, offered warranty update, and did not transfer unnecessarily.
O2 Not Met Proactive follow-through conf 92%
No clear next steps provided after failed setup; only vague suggestion to move device, with no follow-up plan.
O3 Partially Met Closure confirmation conf 85%
Agent verified serial number but did not reference prior call history or previous extender failure.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Issue was within L1 scope; agent attempted resolution without unwarranted escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No acknowledgment of customer’s frustration over repeated extender failure or empathy expressed.
X2 Not Met Tone & rapport conf 93%
Maintained rigid, technical tone despite customer’s confusion and troubleshooting delays.
X3 Not Met Overall experience conf 95%
Customer repeated serial number, struggled with unclear WPS instructions, and was left to troubleshoot independently.
Call Transcript28 turns · 33 lines
Speaker 1
Geral Ron Klein calling. I had called before about my link systems uh uh range extender and we couldn't get it to work. So I figured it's bad and I bought a new one. So I got a brand new [silence]
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.Lirksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, 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. My name is Gerald.
00:00
Speaker 1
it says new one that was just delivered today and I want to see what the easiest way to get this thing connected is because I see it does have an Ethernet port. [silence] the serial number is 41 P as in Peter 1 0 M as in Mary, 1 3 looks like B as in boy, or it could be an 8. I think it's B, 01338.
01:00
Speaker 2
Let me check my record. What is the serial number and model number of your new extender? I'll read it back to you. So that's 41 P as in Peter, 10 M as in Michael, 13 B as in boy, D as in David, 01338, correct?
01:00
Speaker 1
b B O 1 3 3 8. You want the model? OK. So now what's the easiest way to connect this thing so it works? 'Cause I couldn't get the old one to work. Could I first? Should I keep this thing in, huh? OK. Then you pick it in.
02:00
Speaker 2
okay, so I'm going to remove the D that. We got the model number here. The easiest way is to connect it through WP. But does your router have a WP? Yes. Press the WP on your extender. Hold it down. You have to plug it in first. You have to, yes.
02:00
Speaker 1
Okay. I plugged it in. Now it's blinking. It's blue. It's just solid blue. Now it's blinking blue. What should I wait for? Okay. Amber. Okay. Amber. Yes. Uh-huh. It's still blinking blue. Now it's blinking orange.
03:00
Speaker 2
just to we're waiting for the light to turn purple. Oh no. Amber. Just just for confirmation. Are you wrong? All claim? All right. What's the light of the extender now? Okay. Press the WPS of your extender. Hold it down. [silence].
03:00
Speaker 1
Okay, where's the, where's the, on this thing, get some light here. That's the button, hold it in for three seconds. One, two, three, okay? And now do it on the router. Okay, I'm going in here to the router. And, here's the button. Okay, I pressed the button on the router. Now, what should happen? It's blinking blue. Now, it's blinking orange. Now, it's blinking blue. Now, it's solid. [silence]
04:00
Speaker 2
For three seconds.
04:00
Speaker 1
Blue. Now it's blinking blue. [silence] Still blinking blue. [silence] [silence] [silence]
05:00
Speaker 2
I I'm sorry that's your home network underscore EXT the one with the EXT that's your extender. [silence] go go to your WiFi. You can use your phone. Go to WiFi settings of your phone and find the WiFi name. The WiFi name of that should be [silence]
06:00
Speaker 1
I'm looking for home network. Okay. I see. Yeah, I'm seeing if it's connecting. It looks like it connected as I got the thing. Now, I'm gonna go see if I have internet service. [silence]
07:00
Speaker 2
No, not... I'm talking about your... the home network name. Your router's Wi-Fi name. Found it. [silence]
07:00
Speaker 1
[silence] Not found. Let me try another page. Okay, this page is found. Yeah. It looks like it's it looks like it's working. Yeah. Yes. Okay.
08:00
Speaker 2
Is the internet working or not working? It's working. Good to know. Now, you said you just got this one and you just got this today, right? So how about let me update the warranty for you? Do you have the receipt so I can update the warranty? I'll, I'm going to send you an email reply to that with a copy of the receipt or invoice, and I'll update the warranty for you. Yeah, email it to me, I'll write a send you a message. You can do it later, you can do it now, better, or when you happen time, but I need to help to get the warranty so that when you come back, and you need some out with that extender, you want be charged.
08:00
Speaker 1
Photos. There's the invoice. And where do you want me to send it? Okay. So I'll send it to my, yeah. I'll send it to my email and then send it to you. Now let me move this over back where it needs to go. I can just unplug it and move it now, right? When they can plug it in, where I want to put it. So that it works the garage door opener. That's where the all the trouble is, is in the garage. One second.
10:00
Speaker 2
invoice yeah so the email I've sent you I've already sent you an email. Just check that look for your invoice or. If it's not there, then probably it's not there. Ideally, uh plug it in 30 feet. away from the internet source, the the router. Yeah, you can move it somewhere. or wherever you want it.
10:00
Speaker 1
Okay, I plugged it back in. [silence] And then I guess that's to boot up again. [silence] Yeah, okay. [silence] Do you have my email address? [silence] Yeah, I got an email from Gerald. Is that you? [silence] Okay, so I'll send back a copy of the receipt. [silence] Okay. [silence] Very good. [silence] Thank you, Gerald. Appreciate it. No, that should, uh, I hope that, that, I hope that should do it. Let's see if it works on my computer here.
11:00
Speaker 2
it takes three minutes to fully boot up so yes. I do you have a previous record but you can confirm if this is correct so Mr. law at belts.com right. That's me. Yes. Alright. Sure thank you. Very much welcome and do you need anything else or are you good?
11:00
Speaker 1
let me just disconnect the wired circuit i disconnected the the wired circuit and let's go over here to it comes up wi-fi goodbye [silence] [silence] I'm trying to get it to log onto the ext on my computer. Giving me a hard time. It says no internet.
12:00
Speaker 2
How was it? Is it incorrect password? No Internet? Or what happened?
14:00
Speaker 1
Let me go look. Solid blue. Yeah, the phone connects. It says connected to two network, trusted, scanning network. Maybe that something to do with my, uh, it has something to do here with my ABG scanning network.
15:00
Speaker 2
Can you check a light of extender? It should be solid blue. Can you try to connect your phone to the expander, the one with an expander. How about other devices for a different device?
15:00
Speaker 1
up the 90%. I don't know yet. It's still scanning the network to see if it'll connect it. got 10% to go. Okay essentially if I a public or a home network I Select you prefer to fix. You have to make a connection. I own this network scan all of us I own private network Maybe it'll connect now. I'm trying to see if it'll connect now. [silence] If it, if it doesn't connect, it's going to have something to do with this AVG security. No internet. I'm gonna have to call on let me call AVG and see what they say.
16:00
Speaker 2
So, you're breaking up. If you say something, I can hear you. Oh, okay. Okay. Sure. All right, I guess we're... [silence]
18:00
Speaker 1
Yeah, I have a feeling that this has something to do with them. Okay. Very good. Thank you very much. If I need to, I'll call you back. Thank you. Bye.
19:00
Speaker 2
Are good for now, right? Just making sure. Okay. Very much welcome, and I hope you have a good one. Take care. Thank you. Bye-bye.
19:00