V2 Rubric Detail — 03d79a44-6c0f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 18:45
Duration
10m 15s
Contact
Boyd Hill
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134105
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_RE6500

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall30.8% (-25.2)

V2 Grader Summary

The agent failed to resolve the issue or conduct proper troubleshooting, provided technically inaccurate information about the RE6500's buttons, and offered only an email guide without real-time resolution. Despite maintaining ownership and setting a next step, the lack of diagnostics, accuracy, and empathy resulted in an unresolved outcome.

V1 Case Analysis

Customer unable to set up RE6500 range extender with new Wi-Fi. Device out-of-warranty (expired 2018). Agent offered paid support ($15) or email guide; provided incorrect information about reset/WPS buttons; no troubleshooting completed.

Troubleshooting Steps
  • Collected customer name, phone, email, serial number, and ISP.
  • Incorrectly stated that the RE6500 has both a WPS button and a separate reset button.
  • Offered paid support or to email a user guide.
Key Observations
  • The customer clearly described a single blue button with two arrows on the RE6500 (WPS button), but the agent insisted there was a separate reset button, contradicting the KB.
  • The agent failed to recognize that the RE6500 uses its WPS button for both WPS pairing and factory reset (via 10-second hold), as documented in the KB.
  • No actual troubleshooting steps (e.g., reset, connection attempt, web setup) were performed or verified during the call.
  • The agent did not create or reference a case number, a required protocol step.
Positive Highlights
  • Accurately collected customer name, phone, email, serial number, and ISP.
  • Correctly identified the device model as RE6500 and confirmed it is out-of-warranty.
  • Offered a self-help path by promising to email setup instructions, which is appropriate for an out-of-warranty device.
Agent Errors / Gaps
  • Incorrectly claimed the RE6500 has a separate reset button when it does not (KB: universal_range_extender_setup.md).
  • Failed to provide accurate technical guidance on how to reset the RE6500 (correct method: hold WPS button 10 seconds).
  • Did not verify the customer's description of the device before giving instructions.
  • Did not create or reference a HappyFox case number.
  • Did not confirm whether the extender was in setup mode or attempt to guide the customer to connect to the default SSID or access http://extender.linksys.com.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the issue; only offered to email a guide without confirming setup success or guiding through connection.
R2 Not Met Diagnostic thoroughness conf 94%
No meaningful troubleshooting steps were conducted — no verification of LED state, no guidance to connect to extender setup network, no attempt to access extender.linksys.com.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device as OOW and offered paid support or email guide, but failed to provide best-effort troubleshooting (e.g., factory reset, manual setup steps) expected for OOW cases.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
Agent did not identify specific symptoms (e.g., LED color, network visibility) or ask diagnostic questions to isolate the root cause of connection failure.
T2 Not Met Appropriate tools / resources used conf 93%
No use of KBs (e.g., universal_range_extender_setup.md), no reference to setup URL, no LED troubleshooting — relied solely on generic statements.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed the RE6500 has both a WPS button and a separate reset button; customer confirmed only one blue button with arrows exists — this contradicts product documentation.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent introduced themselves and collected info, but did not set expectations or manage call flow — transitioned abruptly to email offer without framing.
C2 Partially Met Confirmed understanding conf 86%
Agent repeated serial number accurately but failed to adapt explanation when customer was confused about button layout — continued describing non-existent buttons.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, did not transfer, and committed to sending follow-up instructions via email.
O2 Met Proactive follow-through conf 95%
Agent clearly stated: 'I'll be sending the email to you right after,' providing a concrete next step with ownership and timing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope of L1 support despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 91%
Agent showed no empathy or acknowledgment of customer frustration; used transactional tone throughout.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust communication style despite customer confusion about hardware; persisted with inaccurate description of buttons.
X3 Partially Met Overall experience conf 85%
Offering an email guide reduces immediate effort, but shifts full burden to customer without resolving confusion during the call.
Call Transcript20 turns · 21 lines
Speaker 1
yes I need to connect my lens key to a new Wi-Fi system and my the new router and my
00:00
Speaker 2
[KEEP_UNCERTAIN] 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 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. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? Mmm.
00:00
Speaker 1
to [silence] find [silence] on the extender and I can't find that option on the app. Yes. Yes. Yes. Okay. Let me. No, it was not 20. It said 10. So.
01:00
Speaker 2
I see. So just to make sure I got it right, ma'am, you wanted to connect your link this range extender to the new internet provider. Or see? Or to the new Wi-Fi? All right, just to confirm with you, ma'am, did you already reset your router back to its default settings? Like you hit and press the reset button for at least 20 seconds?
01:00
Speaker 1
I'll be 20 now. Okay. Okay. Okay. Lloyd Hill. Hill H-I-L-L. 7R E P P I K S <start_of_audio>Gmail@Gmail.7R E P P I.
02:00
Speaker 2
You may try at least 20 seconds, man. But anyway, uh let me just run some verification with you and uh gather some information about your Linksys range extender in order for me to proceed further. So, let's start with your full name, your first and last name. I'm sorry, what's your last name? So that's Boyd Phil. How about your email address? I'm sorry. Uh that's 70 what do you call it.
02:00
Speaker 1
Okay. S at Gmail.com. S So the P for Paul. Uh the the next letter should be P for Paul not T. P for Paul, P for Paul. Yeah double P. Yes. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
03:00
Speaker 2
All right, let me just repeat that one ma'am to make sure I got it right. That's 7R for Romeo, E for Echo, E for Papa, E for Tango, I for India, K for Kilo, S for Sierra. Oh, okay. So that's double P. Okay. Got it. Thank you so much for that one. And uh let me also verify your phone number. It's 314-488-1622. All right. Now can you provide me the uh range extender's model number and the serial number? [silence]
03:00
Speaker 1
Yes. It is. All right. The serial number one four S is in Sam. One zero P is in Paul. Zero nine six zero one nine nine nine. Correct. Charter. I'm sorry. Spectrum. Spectrum.
04:00
Speaker 2
Okay, let me just repeat that wine. It's 14S for Thera, 10P for Popul, 09- 6-011999. Alright. Thank you so much for that one. And may I know who's your internet service provider? Charter. Okay. Spectrum. Okay. Okay, I can see here in uh, I can see here that you have a range extenders 6,500 The Linksys device that you have right now is actually already part of our end-of-life devices, which means we no longer manufacturer this one. And it shows here that the device warranty status had expired way back 2018. Unfortunately, for out of Yeah, unfortunately, for auto warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid Can I service for a one-time fee of $15, which you might want to consider. But if you don't want, I can send you an email for the troubleshooting steps that you can perform. Well, basically, all you need to do is just to reset up your range extender. [silence]
04:00
Speaker 1
W.F.S. [silence] what? What's W.B.S.? [silence] Yeah, I see a little. [silence] I see a little blue.
06:00
Speaker 2
Counts tender to re-configure it considering that you have a new Internet service provider. It might have still been recognizing your previous Internet service provider. So as for the R6500, I believe it has a WPS button, so it's current. um uh router has a WPS button, you can actually connect it using the WPS button by pressing the WPS on uh your uh um on your router and uh the WPS feature. It's like um it's a um um a button that you can find on the router. Well, it helps you connect. Yeah, it helps you connect.
06:00
Speaker 1
Is that the little blue is that the little blue button on the back? Yeah. No on on the extender. Yeah, there is no red button. There's only one button and it's blue. And it has like two little arrows underneath it like one going up and one coming down. I assume that was the reset button.
07:00
Speaker 2
um that's actually a label on it, but yeah, it's not the red button, it the WPS button is the okay, so there's
07:00
Speaker 1
Yeah, is that the reset you said? Okay. Yeah, yeah I have that. No, I don't have that. No, it only has the one blue button with the arrows underneath. No, no, there's no other buttons. Okay, what, what does it look like?
08:00
Speaker 2
uh... yeah, there's like a, the WPS button has like an icon of two arrows. That's the WPS button. Yeah. You can, after you reset the the range extender, which is uh, beside the WPS button, there's um, there's a reset button on it. So, after you press and hold you don't have that. You can find anything there. Because all devices has a reset button. It's just like a normal button.
08:00
Speaker 1
Can you email me a picture of it?Miles down the. so they either have to be like four or five years, what are you doing? Okay. All right.
09:00
Speaker 2
Like a small button with a reset label on it. sure I'll look for it. [silence] by the way, um, Ms. Lloyd? Um, since your device is already out of warranty, as what I've mentioned earlier, I can send you an email for the troubleshooting steps you can perform. So would you like me to proceed with that instead? Yes. Okay. So I will be also providing you the user guide for this specific model so that you'll know how to set it up and have a reference on how to set up. Okay. [silence] all right. So I'll be sending the email to you right after.
09:00
Speaker 1
Okay, perfect. Thank you. You too, bye bye.
10:00
Speaker 2
hi, this is go. Just give me at least 3 to 5 minutes. All right. You're very much welcome. And thank you so much for calling Linksys. Have a great day. Take care. M at.
10:00