V2 Rubric Detail — 02b16db0-7a2f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 18:09
Duration
8m 43s
Contact
Jon
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136219
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup again range extender
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide any troubleshooting for an out-of-warranty device despite documented policy (QA Grading Rubric v3 OOW standard) requiring best-effort support, including reset and setup guidance, even for EOL products.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall3.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication5.00/5
Ownership3.50/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-78.0)

V2 Grader Summary

The agent correctly identified the RE6300 as end-of-support but violated the OOW support standard by explicitly stating 'We do not do any troubleshooting.' By refusing to guide the customer through basic setup or reset steps available in the KB, the agent committed Avoidance/Evasion, resulting in an auto-zero.

V1 Case Analysis

John called about setting up RE6300 extender with new T-Mobile gateway. Device is out of warranty/end-of-support; sent self-help setup guide and replacement info.

Troubleshooting Steps
  • Verified product model and serial number
  • Checked warranty status (out of warranty, end of support)
  • Offered self-help email with setup guide and replacement options
Key Observations
  • Agent correctly identified the extender as out of warranty and end-of-support.
  • No troubleshooting was attempted, which aligns with EOL policy.
  • Communication was clear and professional, though empathy was minimal.
Positive Highlights
  • Collected serial number and customer contact details.
  • Provided appropriate self-help resources per policy.
  • Adhered to end-of-support handling guidelines.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated the product is end of support and declined to troubleshoot, only sending a self-help email without resolving setup or connectivity issues.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were attempted—no questions about LED status, reset, password, or connection attempts—before declaring no support available.
R3 Not Met Correct resolution path conf 97%
Policy requires best-effort troubleshooting for out-of-warranty devices; agent refused any help, misapplying EOL status as a reason to disengage rather than guide.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms or ask any diagnostic questions (e.g., LED status, reset attempts) before concluding that no support could be provided.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used no tools or KB resources to assist the customer; failed to guide the customer to extender.linksys.com or perform a factory reset, both of which are documented in universal_range_extender_setup.md.
T3 Not Met No misinformation conf 98%
Agent stated 'We do not do any troubleshooting' for the RE6300. This is materially incorrect per the QA Grading Rubric v3 (OOW standard), which mandates best-effort troubleshooting (setup, Wi-Fi, pairing, firmware, factory reset) regardless of warranty status.
Communication
C1 Met Clear & professional language conf 94%
Agent introduced themselves, collected serial number and email, maintained call flow, and closed with clear next step (email delivery).
C2 Met Confirmed understanding conf 93%
Used plain language, confirmed email spelling phonetically, avoided jargon, and adapted to customer’s pace during information exchange.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Created a case record and committed to sending an email, but failed to own resolution—abandoned core issue despite policy requiring best-effort support.
O2 Met Proactive follow-through conf 95%
Clearly stated: 'I'll send the end-of-support guide now, please check your email'—specific action with immediate follow-through.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted under policy—customer did not request human agent or express frustration requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation path is not assessable.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but offered no empathy statement acknowledging customer’s change in ISP or difficulty setting up extender; tone remained procedural.
X2 Partially Met Tone & rapport conf 87%
Maintained neutral tone and confirmed email spelling, but did not check understanding of EOL implications or adjust to customer’s apparent confusion about device usability.
X3 Not Met Overall experience conf 94%
Sent generic self-help email instead of guiding through actual setup steps, forcing customer to decipher solutions independently despite simple possible fixes.
Call Transcript18 turns · 18 lines
Speaker 1
Yes, I just have some questions about setting up my Linksys RE 63-300 extender. Yes.
00:00
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] Thank you for calling Linksys. This is Ice. How can we help you? [silence] RE6300. [silence] All right. sir, you have a question with regards to your RE6300.
00:00
Speaker 1
yes, I'm. I'm sorry, go ahead. I'm sorry. I couldn't. I couldn't quite understand you. I'm sorry. create a record for me. Okay. That would be that would be okay. Yes, it's serial number is 17X11P0BA007881.
01:00
Speaker 2
I have to I have to create first a record for you. Is that all right[ silence ]
01:00
Speaker 1
Yes, that is correct. I'm believing that the zeros are zeros and not O's, or does that not make a difference? Okay, okay. Yep, that's the correct number. That's correct. Uh, no, I have a, uh, it's a different, a manufacturer router. Yes, John.
02:00
Speaker 2
1 1 T for Thomas. 0, B for Boy. A for apple. 0 seven seven zero zero eight one. that's correct. So this is the serial number of your email extender RE six 300. Um, may I know, sir, if you have a Linksys router or only this range extender. Okay, I see. that's fine. Let's have your name, sir. John and your last name, John.
02:00
Speaker 1
Uh, is that necessary? Uh, ugh, that is H-E-K-T-O-R-J-O-N and yahoo.com. Uh, H-E is in Echo. K is in Kilo. T is in Tom. O is in Oscar. R is in romeo. and then underscore. J is in Juliet. O is in Oscar. N is in November.
03:00
Speaker 2
It's fine if you don't want to share it. What about your email address? what's the fourth word? Yeah.
03:00
Speaker 1
And that's a yahoo.com. [silence] uh yeah, John. It's J J O N. Yes, Hector. Yes, Hector underscore. Yeah, Hector underscore. Yeah. The the underscore is between the Hector and the John. Yes, that's correct. My internet service provider is T-mobile
04:00
Speaker 2
hector_June@yahoo.com. I see, John. doctor_John@yahoo.com. Yes. All right, thank you, John. So you only have one Linksys product, the Range Extender, the RE6300. May I know, Sir, John, who's your internet service provider? Let me see. Thank you.
04:00
Speaker 1
Well, yeah, I originally had my, this particular model range extender, the Linksys RE300, or 6300, set up with a Verizon modem. Uh, Verizon quit working here at my location. Uh, so I had to, uh, stop my account with Verizon. And I just recently got a gateway modem, uh, or a T-Mobile called a gateway, I guess. It's it's the internet provider, router, or whatever. And I was I thought I could, I could use this Linksys extender to connect with the new, uh, internet connection, the new, uh, modem, or gateway, or router, whatever it's called.
05:00
Speaker 2
All right. Uh John, um with regards to your range extender, what was your question about it? How to set it up? [silence]
05:00
Speaker 1
Does that mean it don't work? Does it doesn't work anymore? Okay. Okay.
06:00
Speaker 2
I see. So, uh John, um, as much as I would love to help you, um, provide you technical support or assistance, uh, I've checked on our system that your range extender is already out of warranty and it has also reached its end of support. So, Uh, either from, uh, it's still working, it's just that we no longer provide support, technical support or assistance. We do not do any troubleshooting, uh, with regards to the range extender, but, uh, no worries. I will send you an email, a self- help email with regards to end of support, uh, products, links to the products that could help you with how to reset your router and your range extender. And I will also send you a link for where you can purchase a different product that could replace your range extender if you might be interested in purchasing a new one. Just wanted to let you know about our store and our option. That is up to you. It is your money, your decision.
06:00
Speaker 1
Oh. Okay. Thank you. Okay. Okay. So that's um, are you have certain or you're going to be certain? Okay. Yeah.
07:00
Speaker 2
I couldn't set up this range extender again or can't work it out. I'll be sending you the home networking setup guide. Okay? You're welcome. So just check your email and wait for the end of support home networking setup guide that I'll be sending to you. Okay. I'm going to send it now. All right. John, I've already sent the end of support home networking setup guide. So you can check it on your email.
07:00
Speaker 1
Okay, that, and that'll be under a, probably a lynchsy type heading through the email. Okay. Okay. Okay. Well, okay. Thank you very much. Yeah, you too. Thank you. Bye.
08:00
Speaker 2
Yes. [silence] Alright. [silence] So, that is all, John. [silence] As I've mentioned the your range extender [silence] is already has already reached its end of support, so we no longer provide uh troubleshooting steps or technical support. [silence] So, I can only send you the self uh service uh email guidelines. [silence] Okay? [silence] You're welcome. [silence] Thank you for calling Linksys again, John, and take care. [silence] Have a great one. [silence] Bye.
08:00