V2 Rubric Detail — 086a724c-6a76-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 17:57
Duration
5m 10s
Contact
Victoria Casino
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00133792
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6400_device reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall70.1% (+14.1)

V2 Grader Summary

The agent provided technically accurate guidance by directing the customer to extender.linksys.com and promised follow-up instructions, meeting OOW best-effort standards. However, no full troubleshooting sequence was completed, and resolution was not confirmed, resulting in a Partial Resolution outcome.

V1 Case Analysis

Customer unable to get extender online after router change. Advised to connect to extender's default Wi-Fi and access extender.linksys.com for setup. Out-of-warranty noted. Email with instructions promised. No model/serial captured.

Troubleshooting Steps
  • Asked for serial number, ISP, and contact info (no details captured)
  • Instructed to connect to extender's default Wi-Fi network
  • Directed customer to open http://extender.linksys.com and run setup wizard
Key Observations
  • Agent provided correct URL (extender.linksys.com) and accurate setup flow per KB
  • Failed to collect model/serial number despite asking, violating protocol
  • No verification of extender LED status (should be blinking orange per KB) - critical step missing
  • No confirmation of successful setup or internet access post-configuration
  • Prematurely cited out-of-warranty restrictions and paid-support limitations, which is not required for basic setup assistance
  • No basic troubleshooting advised (power-cycle, reset, signal strength check)
  • Lacked empathy and failed to acknowledge customer frustration
Positive Highlights
  • Provided correct URL (extender.linksys.com) and accurate setup flow per KB [03:00]
  • Created Ki ticket and offered to email detailed instructions for self-help
  • Used customer's name and maintained polite closing
Agent Errors / Gaps
  • Failed to collect model/serial number after asking [01:00]
  • Did not verify extender LED was blinking orange before setup (critical KB step)
  • Did not confirm successful setup or internet access [04:00]
  • Prematurely cited out-of-warranty restrictions, which is not required for basic setup assistance
  • Did not perform any troubleshooting beyond setup URL (power-cycle, reset, signal check)
  • Lacked empathy and failed to acknowledge customer frustration

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent instructed customer to visit extender.linksys.com and follow prompts but did not confirm resolution or verify the extender was successfully reconnected to the new router.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent confirmed the customer could connect to the extender's default WiFi (‘Linksys extender setup’) and advised using the web interface to reassociate, which is a relevant step, but skipped foundational checks like LED status or signal strength.
R3 Met Correct resolution path conf 90%
Agent correctly identified the extender was out of warranty and provided a valid self-help path (web setup + email guide), aligning with OOW best-effort expectations by offering actionable steps rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked what the customer had tried and confirmed connectivity to the extender’s default network, indicating some diagnostic intent, but did not probe deeper into symptoms like LED behavior or prior reset attempts.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent directed the customer to use extender.linksys.com, a valid tool, and promised step-by-step instructions via email, which constitutes appropriate use of available resources for an OOW device without remote access.
T3 Met No misinformation conf 95%
The instruction to access extender.linksys.com and reassociate via the web interface is technically accurate and consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced herself and gave instructions but struggled with flow (e.g., ‘my router, sorry, go to extender.linksys.com’), and did not clearly set expectations about limited support due to OOW status.
C2 Met Confirmed understanding conf 90%
Agent used plain language, addressed the customer respectfully as ‘ma’am’, and avoided technical jargon, adapting to the customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case ticket, collected contact details, stayed on the line to provide guidance, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 90%
Agent committed to sending an email with step-by-step instructions, providing a clear next step and reducing future effort for the customer.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the issue was resolvable via self-help.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, thanked the customer multiple times, and maintained a courteous tone throughout.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, used simple language, and confirmed engagement by checking in after instructions.
X3 Met Overall experience conf 90%
Agent collected all necessary information upfront (serial, name, contact) and provided a follow-up email to prevent repeat calls, minimizing customer effort.
Call Transcript8 turns · 9 lines
Speaker 1
Yes hi um I'm having trouble I uh switched my wi-fi router and now I'm having trouble putting my lengths and extender back online
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-waranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-waranty products, a paid support option may be available depending on the issue. Thank you. Thank you for calling Linksys. This is Elle. How can I help? Um, switch. My router? Like, you have a new Wi-Fi router? Can you say that again? from your internet service provider. Okay. Okay. Can you provide me the serial number of your X tender? Thank you so much. Let me just pull this one up here. And who is your internet service provider? Okay. All right, let me create a Ki ticket first, and for record purposes. Can I have an email? Thank you so much. And first name and last name?
00:00
Speaker 1
Victoria, Catino. Yes, it is. I'm trying to locate it in, so I found it in my Wi-Fi setup. So I tried to attempt to connect to it. It says that it's connecting, but then it connects without internet. So it's not allowing me. Yes.
02:00
Speaker 2
And this is the best callback number in case the call get disconnected? The one that ends two two nine four. Okay. So since you have in your router from your internet service provider, what have you tried so far with the extender? But you can connect to the default wifi name of the extender which is the Linksys extender setup.
02:00
Speaker 1
Okay, hold on. So I'm going to. Okay. All right, I'm here. Okay, we hit startup.
03:00
Speaker 2
Okay, so you have to manually set that one up, ma'am. So even as long as you're connected without internet, you can associate it back with your new router. So you need to open a browser and then go to my router, sorry, go to extender.linksys.com. So you can set it up. [silence] Okay. Yes, please.
03:00
Speaker 1
Oh, good. Okay. Okay, thank you so much. No, I don't.
04:00
Speaker 2
Yeah, click startup, and then just follow the prompts, then you can proceed with the, you can associate it with your new WiFi name with your new router. So, so far, I'm on this one. Since the device is actually already out of warranty. So usually for out of warranty devices, we are not allowed to stay on the line unless we go with paid connect. But I know that you, I know that you're actually on track for the setup. So just follow the prompts, then you can reassociate it back. Okay. But I'll send to you the email. I'll send to you the email for the whole step-by-step process for your future reference. You're welcome. Anything else? Do we have any follow-up questions? Okay. But thank you so much for taking the time calling Linksys. You have a great day, okay? [silence]
04:00