V2 Rubric Detail — 061e2822-68e5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 18:07
Duration
16m 19s
Contact
Kirk Harney
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133452
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7000 Initial setup

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.0% (+8.0)

V2 Grader Summary

The agent provided technically accurate setup guidance and maintained ownership of the case despite the device being out of warranty. However, the resolution was incomplete because the agent failed to verify full dual-band functionality or internet connectivity. Communication was functional but lacked strong empathy and control, resulting in a partial resolution where core technical steps were followed but final validation was missing.

V1 Case Analysis

Customer unable to connect RE7000 extender; guided through enabling 2.4 GHz, WPA2-Personal, saving config, advised placement. Warranty expired; proof of purchase requested. No connectivity verification or case number created.

Troubleshooting Steps
  • Checked LED status (solid green) to confirm extender was powered and ready.
  • Guided customer to enable the 2.4 GHz band in the extender’s basic settings.
  • Instructed to enable WPA2-Personal security and set a Wi-Fi password.
  • Saved the configuration and advised optimal placement distance.
Key Observations
  • Agent did not verify internet connectivity after configuration (core KB requirement for range extender setup).
  • No case/ticket number created despite warranty follow-up requirement.
  • Long silences and repeated requests for basic contact information slowed call efficiency.
  • Agent failed to confirm whether the extender successfully joined the main network or provided internet access.
  • Customer was not guided to test connectivity on the extended network after placement advice.
Positive Highlights
  • Provided accurate, model-specific configuration steps for the RE7000 extender (enabling 2.4 GHz, WPA2-Personal).
  • Correctly identified warranty status as expired and requested proof of purchase.
  • Explained placement guidelines clearly (distance, obstacles).
  • Collected essential customer contact information.
Agent Errors / Gaps
  • Did not verify successful internet connectivity after configuration — a critical step per KB Post-Setup Checks.
  • Did not confirm that the extender successfully joined the main network or provided internet access.
  • Did not provide or record a case/ticket number despite warranty follow-up requirements.
  • Repeatedly asked for customer name and email despite having already collected it, indicating poor call control.
  • Failed to summarize next steps clearly at the end of the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declares setup complete without verifying internet connectivity or successful connection to the main router; customer reports 5 GHz network disappeared and only 2.4 GHz is working, indicating incomplete setup.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through enabling 2.4 GHz and setting WPA2 security but skipped key steps like confirming router SSID selection, password entry, signal strength via Spot Finder, or final internet test.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty, requested proof of purchase, yet continued to assist with setup rather than dismissing the case, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about LED status and band availability but did not investigate root cause of failed 5 GHz extension or confirm whether extender joined the correct router network.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the extender's web interface (extender.linksys.com) for configuration; no additional tools were required for this scenario.
T3 Met No misinformation conf 95%
Instructions to enable 2.4 GHz, set WPA2-Personal, and place within 10–20 feet match official KB guidance for RE7000 setup.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent initiated call and collected info but used repetitive 'okay' prompts, had multiple unexplained silences, and failed to set clear expectations or transitions.
C2 Met Confirmed understanding conf 90%
Agent used simple language, confirmed customer actions step-by-step, and avoided technical jargon, adapting to customer’s level effectively.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case record, sent follow-up email, remained on the call throughout, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent mentioned an email would be sent and expected reply but did not specify a timeline or confirm when support would resume after receipt.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history referenced; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within agent’s scope and partially addressed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but used a flat, scripted tone without acknowledging customer effort or expressing empathy for setup difficulties.
X2 Partially Met Tone & rapport conf 80%
Agent maintained consistent pace and style, checked understanding periodically, and kept customer engaged despite technical hurdles.
X3 Partially Met Overall experience conf 80%
Agent required customer to locate proof of purchase — a necessary step due to OOW status — but otherwise minimized repetition and streamlined setup steps.
Call Transcript30 turns · 32 lines
Speaker 1
Are you? I'm trying to connect an extender to my network, a range extender.
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 1 now. For out of warranty products, 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 Ellie, how can I help you? Okay, so, is this a range extender or another router?
00:00
Speaker 1
Yes, the model number is RE 7000. And the serial number is one eight X 20 0M 2 three B 0 six 828. Yes, that's correct.
01:00
Speaker 2
Okay. For me to be able to help you, can you give me the serial number and the model number of your Range Extender, please? Uh, let me just go ahead and verify those numbers to you. That's 188 x r a Y two zero M 3 B Bravo, zero six 828. Okay. And is this
01:00
Speaker 1
Are you new? Kirk Horney. It's K-I-R-K. The last name is H-A-R-N-E-Y. That's K-Man 48917 at gmail.com. [silence]
02:00
Speaker 2
Ma'am, since this is your first time calling Linksys, let me just go ahead and create a record. Can I have your first name and your last name, please? [silence] Okay, thank you so much, Kirk. And can you also give me your attachments email address? [silence] Okay. [silence] Ma'am, can I have your service address, please?
02:00
Speaker 1
Yes, yes. The router is also Linksys. Xfinity. [silence]
03:00
Speaker 2
How do you spell the K. Like simple K. Like kilo and then the word man. Like that. Okay. Thank you so much. And is this your only Linksys device or the main internet source is also a Linksys device? Oh, okay. and your internet ISP. Ms. Kirist okay. Thank you so much. Okay. I just give me one moment. Okay. Ms. Kirk. Um, Ms. Kirk, since you just mentioned that this range extender is the new one as per checking here from our system um Ms. Kirk, this range extender um its warranty is already expired. Now, for in that case, I need to ask for the proof of purchase of this range extender so that I can update this information. So, I'll be sending you an email on the email that you just provided. So, just easily reply to that email in a touch, [silence]
03:00
Speaker 1
What proof of purchase are you looking for? I'm not sure. So, you need, like, yes.
05:00
Speaker 2
Um, maybe a screenshot of the proof of purchase, okay? A, uh, give me one moment. Um, where did you purchase, uh, the, uh, range extender? Because if you, uh, I need like the information that says, um, play, um, order placed and then the also the information about order delivered. I need those, um, information. One second. And did you attempt earlier, uh, Ms. Kirk, like setting up this one? Oh, okay. So right now,
05:00
Speaker 1
Okay. All right. Thank you. Okay. So that's going to take a minute to find the proof of purchase. [silence]
06:00
Speaker 2
What is the LED light by the way, Ms. Kirk coming from the range extender? Oh, it's fully green. Ah there you go Ms. Kirk. I just send you a uh email. So please uh just reply to that email and attach the uh proof of purchase. Thank you so much. Ah yeah, um so we can wait for that one but uh this time I'll be just.
06:00
Speaker 1
Okay. Yeah. Yeah. I have, um, yeah, there's an ext. And so, when I connect with that to my laptop, I try to go to extender.Linksys.com. Um, I put in the password and I get to,
07:00
Speaker 2
using the numbers or the dates that we have on file. So after you send the proof of purchase, then we can update this information later because I'll be notified on that. So right now, since you mentioned that the range extender is showing a solid green LAD light color, correct? Okay. on can you check from the WiFi settings of your phone if you can see the extender or LinkSys extender WiFi name. Okay. Uh-huh. Okay.
07:00
Speaker 1
the basic settings page. So the 2.4 gig, hertz was not enabled. Okay. Okay. Should I change the network name? The preloaded network name says Linksys extender setup. Okay.
08:00
Speaker 2
okay. So can you proceed on that from that page. Uh, yeah, you can enable that. So if you wanna use it. Oh, great. Um, well. So have you you wanna keep that network name or you just wanna um. Oh, okay. So you can set it. Uh, you can change it to the one that you desire it for. So just, please don't um. Just don't forget to input the Ext for you not to be confused. You know, regarding with the range extenders that work. So, yeah, that's it. Mhm.
08:00
Speaker 1
on. the channel width is auto. and the security mode is disabled. do I want this? okay, do I want the WPA2 personal? Okay. And then I can put in my own password. Okay, so what do I do from here?
09:00
Speaker 2
Turn on security mode. Uh-huh, correct. yes ma'am, that one, WPA2 personal. Yes. Can you scroll down?
09:00
Speaker 1
There's a save and a cancel. Okay. Okay, so I'm clicking save. The circle's spinning. It says it's processing. It's still solid green. Okay, it just booted me off of the five G E-X, T. And now my laptop is automatically logging in to.
10:00
Speaker 2
there should be an option for you to click on continue. Oh, yeah, that one saves. yeah, click on save. and you can also notice the light coming from your range extender, there should be some changes on it. okay, so let's just wait for it.
10:00
Speaker 1
Connect to my regular Wi-Fi. We'll go back to the 5G extending. Oh. Uh-oh. The 5G extend is no longer available. Yes. Yes, the 2.4. Okay. Okay, that's connected.
11:00
Speaker 2
ah yeah so connect the laptop again to the range extender since you are on the 5g network so it is now asking you to customize it as well yes please so connect your laptop back but can you see the one that you set up earlier the two point four okay connect on the two point four instead once you're connected go back to the range extender setup So, uh, do you have the offer option to yourself? Okay, it's still um, trying to load up. Okay, so let's just wait for it. [silence] Okay. Okay. Okay. Okay. Okay. Okay.
11:00
Speaker 1
Yeah, no, they're both, they're both, they're both listed here. The 2.4 has its checkbox enabled. It says I'm connected to the 5 gigahertz and the checkbox is enabled. Okay, and once it's plugged in again, it will automatically connect everything.
13:00
Speaker 2
what are the options that it's giving you right now? Like, do you have the option like to change? I mean, do you have the option to see the 2.4 and 5 gigahertz or you can only see the 2.4? Okay. Mhm. Okay, so yeah, this range extender is now fully set up. So, all you just have to do right now, miss Kirk is just to easily unplug it and put it on your preferred location on where this range extender should be located.
13:00
Speaker 1
so the extender can't ever be 10 more than 10 ft from the router.
14:00
Speaker 2
yes, it will automatically connect, um, those devices that is currently connected to it. But, um, just make sure Ms. Kirk that it should not be, like, um, kinda too far, like, let's say give it like for about, uh, 10 feet or maybe 20 feet away, but for as long as there is no thick walls, um, that is dividing the router and the range extender or any appliances, such as microwave or some appliances that could adopt or can be a hinder that can cause some issues. So, it should be good. Uh, let me double-check.
14:00
Speaker 1
[silence] Okay. [silence] Okay? But it can go through walls and go through a floor, correct? Okay. Okay. All right. Thank you for your help. Okay?
15:00
Speaker 2
yeah uh yeah it should be like um about 25 to 50 ft but let's not maximize it you know just to make sure that we can avoid any signal problem skid yeah yeah it can go through floor and um walls ah yeah thank you so much as well uh Miss Kirk um I'll be expecting that email because right now uh Miss Kirk the device is still tagged as out of warranty so once I receive it I'll absolutely update ah
15:00
Speaker 1
Okay, we will get that sent over as soon as possible. Thank you. You too. [silence] Bye.
16:00
Speaker 2
The warranty information or the warranty status of your range extender. Okay, thank you so much and have a good one. Bye-bye for now. [silence]
16:00