V2 Rubric Detail — 05048bfa-7648-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:58
Duration
11m 40s
Contact
Carine Liu
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135689
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Agent engaged in avoidance/evasion by refusing to provide troubleshooting based solely on warranty status, directly violating the OOW best-effort standard which mandates support for setup issues regardless of warranty.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any real troubleshooting for the RE6500, incorrectly claiming that out-of-warranty devices receive no free assistance. This is a direct violation of the OOW best-effort standard. The interaction resulted in no resolution, with the agent only offering to email a guide after the call.

V1 Case Analysis

Customer unable to set up RE6500 extender; out-of-warranty. Agent offered to email setup guide and suggested hard reset and closer placement.

Troubleshooting Steps
  • Collected serial number (incomplete/unclear)
  • Confirmed out‑of‑warranty status
  • Suggested hard reset and moving the extender closer to the router
Key Observations
  • Agent initially misidentified the model as RA6500 before correcting to RE6500 (transcript [04:00]).
  • No proper extender setup flow was followed — agent did not instruct customer to connect to the default SSID 'Linksys Extender Setup–XXX', access extender.linksys.com or 192.168.1.1, or use the default password 'admin' (KB: universal_range_extender_setup.md).
  • Agent failed to confirm the router’s Wi-Fi SSID and password, which are required for extender configuration.
  • Agent struggled to capture the serial number accurately, leading to potential data quality issues (transcript [02:00]–[03:00]).
  • Agent offered a self-help email but did not verify whether the customer could follow the steps or if the issue was resolved.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Clearly communicated the out-of-warranty status and offered a written guide.
  • Collected the customer's name (Karen) for case documentation at [09:00].
  • Offered to email a step-by-step guide, which aligns with paid support workflow for out-of-warranty customers (KB: universal_paid_support_workflow.md).
Agent Errors / Gaps
  • Incorrect initial model identification (RA6500) at [04:00].
  • Failed to follow the documented RE series setup procedure: did not instruct customer to connect to the default Wi-Fi network (Step 1), open extender.linksys.com or 192.168.1.1 (Step 2), or use the default admin password 'admin' (KB: universal_range_extender_setup.md).
  • Did not ask for or confirm the router’s Wi-Fi SSID and password, which are required for extender configuration (Step 3).
  • Provided only generic advice (hard reset, move closer) without step-by-step guidance, despite having a KB-compliant process available.
  • Did not verify whether the blinking orange LED was present or guide the customer through the correct setup sequence, missing a key diagnostic step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the setup issue or guide the customer through any real-time troubleshooting; only promised to email a guide post-call.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted — agent skipped basic checks (LED state, visibility of setup network) and defaulted to warranty status.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated that out-of-warranty devices receive no free assistance, violating OOW best-effort policy which requires troubleshooting for setup issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms (e.g., blinking orange LED, inability to see setup network) or ask diagnostic questions about power cycle or placement.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote session, web UI, logs) were used, nor was KB referenced during the call despite needing step-by-step setup guidance.
T3 Not Met No misinformation conf 98%
Agent claimed 'we no longer provide free assistance' for out-of-warranty devices, which is contradicted by the OOW standard in the rubric requiring best-effort troubleshooting for setup, Wi-Fi, and factory resets regardless of warranty.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: long silences, repeated 'hello?' prompts, no framing of process, and abrupt transitions.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but did not confirm understanding or adapt to customer’s confusion; missed cues like repeated 'hello?'
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent took ownership by collecting info and promising a guide, but avoided hands-on troubleshooting that should have been attempted.
O2 Partially Met Proactive follow-through conf 89%
Agent committed to sending a guide after the call but gave no timeline or confirmation mechanism for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was basic setup, resolvable at L1 with proper effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy — used blunt 'unfortunately' and gave no acknowledgment of frustration or difficulty.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace despite customer’s repeated attempts to reconnect and clarify; communication remained rigid.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and model details; agent failed to reduce effort by actively guiding or capturing data efficiently.
Call Transcript24 turns · 24 lines
Speaker 1
[silence] [silence] [silence] Please have your serial number ready for reference. Your May be available. [silence] [silence] Please have your device's serial number and contact information. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Hello. Hello. I have a question. So I have a Linksys extender and it's like a RE 6500 and then I don't know how to set it up. So,
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 E. please have your devices 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. [silence] Hi, hello. uh huh.
00:00
Speaker 1
Like, is there any way you can, like, tell me, how to? Because I tried following the instructions online, and it's not really working out, so.. Hello? Uh, yeah. So, can you help me with that? Hello, can you hear me?Sorry, I can't hear you. Okay, uh, hello, can you hear me? Hello? Okay. Um, so I have. Okay, so I have a Linksys. Um, the range extender and I've been trying to set it up, but it's not really working. So, like.. [silence] Linksys.
01:00
Speaker 2
Yes, hello ma'am. Hello. I'm sorry, what? Hello ma'am. Yeah, your line is coming in and out. Hello. Yes. Yes, I can hear you now ma'am.
01:00
Speaker 1
Can you help me figure out like how to do it because I tried following the instructions online or like on the booklet, but it's not really working either. [silence] Uh the serial number is 14S10P0A2164. now [silence] zero [silence] A and then A as in the capital letter A and then O O2 I mean zero two and then 164. [silence]
02:00
Speaker 2
Okay. Ma'am, for me to further assist you with this concern, I may I have the serial number of your links, is please. I'm sorry, 14S10P082. Okay. Let me just
02:00
Speaker 1
Six four six, five one five, and then five one one four. The model number is. Model, it is seven, eight, seven eight. Let me look at that. Look at the model number, uh, the model number is
03:00
Speaker 2
just checking the exact unit okay just give me a couple of seconds. Thank you. well we wait ma'am. may I have your phone number just in case we get disconnected. Hello. Ma'am where's the bottle number?
03:00
Speaker 1
it's a brand new one and we're trying to, like, set it up so that it will, like, you know, extend the Wi-Fi to our place. And then I got as far as, like, putting the, you know, the antennas in and then putting the lights on it and then it is like flinging orange. I guess that's supposed to be, like, online. But I couldn't find it in the Wi-Fi in the options to set it up or anything. So, I don't know what to do after that. [silence]
04:00
Speaker 2
RA6500, okay. And what's it working fine before I've seen?
04:00
Speaker 1
001 Now it is 6500. Yes. I'm not sure. Like I'm just helping set it up. So like is it like outdated already? Wait so we can't, so it's like it's too old so we can't use it anymore. Is that right?
05:00
Speaker 2
uh uh ma'am uh I cannot really pull up any information of your D unit it's our a seven thousand right uh oh six thousand five hundred sorry so uh when did you purchase this F um extender ma'am um based on what I have here ma'am yes unfortunately um this is already an out of warranty device Uh uh it doesn't mean I mean that you can't use it anymore
05:00
Speaker 1
Oh, so is there no way I can get help on setting it up then? [silence] Hello? [silence] Hello?
06:00
Speaker 2
It's just that we no longer assist uh, customers who are using this router. Okay. Um, who is your internet provider, ma'am? What is the main source of your Internet? Spectrer Xfinity, Comcast.
06:00
Speaker 1
Oh, I think, um. I'm sorry, but I'm not sure. Like, I'm just setting it up for my, like, trying to set it up at my workplace, but I don't really know, what their source is, because it doesn't say on the thing. Hello. So, like, So, like, are am I the closest internet provider could help him or like? [silence]
07:00
Speaker 2
[silence]
07:00
Speaker 1
yep
08:00
Speaker 2
Unfortunately, your internet provider won't be able to help you with this, ma'am. And on our end, this router, sorry, this extender shows that this is already out of warranty. So for the out of warranty device, ma'am, we no longer provide free assistance. But I can offer you a guide on how you can set this one up. Uh, I'd just need to ask uh for your email address, ma'am, for me to send you the guide, uh for the uh troubleshooting. What is your email address? Mm-hmm.
08:00
Speaker 1
No. It's C.A.R. It's C.A.R. Like, the starting letter is C. Uh-huh. Yep. Um, uh-oh. Yeah. Yeah.
09:00
Speaker 2
Oh Karen. Okay. What is your first and last name ma'am? I believe your first name is [silence]
09:00
Speaker 1
Yep. How are you? How are you? How are you? I'm sorry, how are you? Y'all are you? Yep. Yep. Bring this closer to my main router. Okay. And then.
10:00
Speaker 2
Karen, my name is right. What is your last name? I am sorry. Ari- Uari-U U. Lima India Uniform. Okay. So I will send you the guidelines, ma'am, on how you can do the setup on this router. What you need to do is bring this closer to your main router. Okay. Yes. Yes. Okay. And you can do a hard reset ma'am on your range extender. [silence]
10:00
Speaker 1
Okay. All right. Thank you.
11:00
Speaker 2
Anyways, the full step by step guides ma'am, I will send it to you right after this call. So that you will have a guide. [silence] [silence]
11:00