V2 Rubric Detail — 02891180-75b6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 01:33
Duration
13m 58s
Contact
Austina Dunn
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135591
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6300_Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall63.1% (+7.1)

V2 Grader Summary

The agent provided technically inaccurate LED guidance (T3 Not Met) and failed to confirm resolution (R1 Not Met), but followed OOW best-effort standards (R3 Met), owned the case (O1/O2 Met), and used appropriate tools (T2 Met). The issue was not fully resolved, resulting in a Partial Resolution outcome.

V1 Case Analysis

RE6300 extender not broadcasting SSID after router upgrade. Out-of-warranty. Agent offered paid support, provided incorrect URL (www.netgeer.com), gave correct reset steps per KB, and promised email with setup guide.

Troubleshooting Steps
  • Advised a factory reset of the RE6300 while powered on for ~1 minute
  • Instructed to watch for the default 'Linksys Extender Setup' SSID to appear
  • Promised to email a step-by-step setup guide
Key Observations
  • Agent offered paid support appropriately for an out-of-warranty device.
  • Provided an incorrect support URL (www.netgeer.com) — not a Linksys domain and contradicts KB guidance (extender.linksys.com or 192.168.1.1).
  • Reset instructions were technically correct per KB (hold reset button for ~1 minute while powered on).
  • Did not verify whether the reset resolved the issue before ending the call.
  • Email address was captured but not confirmed for accuracy.
Positive Highlights
  • Correctly identified product model (RE6300) and confirmed it is a range extender.
  • Accurately checked and communicated warranty status: 'ended last October 18th, 2019'.
  • Offered paid support appropriately for out-of-warranty device, then pivoted to free self-help when declined.
  • Provided correct reset instructions per KB: hold reset button for ~1 minute while powered on (aligns with universal_factory_reset.md and universal_range_extender_setup.md).
  • Promised to send a setup guide via email — supports customer with documented steps.
Agent Errors / Gaps
  • Provided incorrect support URL: 'www.netgeer.com' at [13:00]. This is not a Linksys domain and directly contradicts KB guidance (extender.linksys.com or 192.168.1.1).
  • Did not verify issue resolution after giving instructions. Call ended without confirming whether the reset resolved the problem.
  • Incorrectly described LED behavior: KB states LED should blink orange after reset, but agent said it would go off, then blinking green, then blinking orange — this adds unnecessary confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the extender was working or that the customer successfully reconfigured it; only offered a guide and paid support without verification.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about router model, serial number, and LED status, then gave a basic reset instruction but did not verify prior troubleshooting depth or confirm setup mode.
R3 Met Correct resolution path conf 92%
For an out-of-warranty extender, agent provided free troubleshooting steps (reset, reconfigure) and offered paid support, aligning with OOW best-effort standard by not dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Identified symptom (extender not appearing) and asked about light status, but did not probe why prior resets failed or confirm if the extender entered setup mode.
T2 Met Appropriate tools / resources used conf 95%
No additional tools were required; agent used KB guidance appropriately and promised email follow-up with setup guide.
T3 Not Met No misinformation conf 98%
Agent provided incorrect LED sequence for RE6300 reset: claimed 'blinking green' then 'blinking orange'. KB states LED should 'blink orange' when ready for setup.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept call moving but failed to set clear expectations at the start and allowed long silences; call control was reactive.
C2 Met Confirmed understanding conf 91%
Used plain language, avoided jargon, and repeated instructions clearly; adapted to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, and committed to email a guide; honored commitment to follow up.
O2 Met Proactive follow-through conf 93%
Provided next steps (reset for one minute, watch LED, connect to default SSID, follow email guide) and specified timing ('after this call').
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent correctly decided not to escalate; issue was within L1 scope (setup/troubleshooting) and could be resolved with guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; issue was routine and resolvable at L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'I understand' after customer expressed frustration, acknowledging emotion briefly but not empathetically exploring it.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a procedural tone but briefly acknowledged customer’s effort; did not fully disengage or become scripted.
X3 Partially Met Overall experience conf 89%
Customer had to repeat personal info, but agent used it to create a record and promised email—some effort reduction via follow-up.
Call Transcript16 turns · 17 lines
Speaker 1
how do I know
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 service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, 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
00:00
Speaker 1
this might be another [silence] Hi. I have bought a Linksys AC 750 boost Wi-Fi range.
02:00
Speaker 2
Hi, thank you for calling Linksys. My name is Raquel, and how may I assist you today?
07:00
Speaker 1
RE6300 and I can't get it to list. I can't get it to list as uh under Wi-Fi available, available Wi-Fi networks. No, I extended it to an old, an old router. I have an upgraded router and I need to reconnect the extender of Verizon router. Yes, it used to work
08:00
Speaker 2
Okay. Okay, so it's not showing on the available network, it's Wi-Fi, so this means this extender actually needs to um set up properly using a set up wizard. By the way, your first it's your first time to connect this extender, right? Okay. Okay. Okay. I see. Ma'am, what's the router currently that you have? What's the Verizon router. And just to verify, this extender used to work fine with your older router, right?
08:00
Speaker 1
bought the old router uh okay 17 XL 11 ps and Paul zero six eight zero 8 3 3 6 6 yes a C tina dun n n 2 0 2 2 7 0 3 0 3 2 5 [silence]
09:00
Speaker 2
right got it and for me to properly address you with your extender may have its serial number found at the back of the extender. Thank you. And is this your first time calling Linksys? Let me create a record here. May have your first name and last name. All right, thank you. And may have also your phone number in case we get disconnected I'll be able to call you back.
09:00
Speaker 1
429 done 817 at net zero.com No, d-u-n-N No, [silence]
10:00
Speaker 2
Thank you. And how about your email address? Thank you. And your last name is supposed to be d-a-n-n, right? D-U-N-N. All right. Thank you. And while my system is checking the warranty and support of your extender, when you plug in this extender near to the new router that you have, may I know what's the light showing in the front? Linksys. Linksys. And when you go to your Wi-Fi, like when you open Wi-Fi on a smartphone or computer, are you seeing a Wi-Fi name that says Linksys setup?
10:00
Speaker 1
that's what I've been looking for, yes, yeah, the old name, the old name is still here
11:00
Speaker 2
why it's the old what? Why for a honest, configured with the old? Well for this one. It'll be a reset to factory setting and reconfigure your extender and connect back to the new router. And for that, by the way, this is going back to the warranty of your extender. It was ended last October 18th, 2019. And for our out of warranty devices, if you wish us to assist you, walk you through how to reset reconfigure extender, we do have this paid support that will cost $15. That's one five and it's a non refundable technical support lasting for one hour if we're unable to fix your issue in time.
11:00
Speaker 1
Um, no, cuz I tried several times and you're probably gonna walk me through the same thing. I did the factory reset and it still didn't work. So. Okay. Um, and just A done 817 at net zero is spelled out.
12:00
Speaker 2
your issue or determine your extender is defective, no replacement and no refund will be given. Would you like to avail this paid support? [silence] I understand. Oh, how about this? I can provide you a article guide instead how to reconfigure your disk extender to your new router and for reset, try resetting it while connected to the power source for one minute. Once it broadcast its default Linksys extender Setup Wi-Fi name, that means it's ready to configure. Then you can follow the setup guide that I'm going to send to your email.
12:00
Speaker 1
Okay. All right. Thank you. No, that's it. Thank you, you too. Bye.
13:00
Speaker 2
Yes, www.netgeer.com right for the domain? Okay. Thank you. So, Speck an email after this call, just after this call and for the reset, for one minute, then observe the light. When when it successfully reset, light on the extender should go off for a few seconds. Then it will show like a blinking green light, then once it back to blinking orange, then check if it's broadcasting its default extender Wi-Fi name, connect to it, and then follow the setup guide and I'm going to provide via email. All right. Anything else? Other questions for Linksys? All right, this is once again, Raquel. Thank you for calling Linksys and have a wonderful day.
13:00