V2 Rubric Detail — 087f862e-7006-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-24 19:51
Duration
9m 24s
Contact
Vernal Bledsoe
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134660
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Auto-Zero applied: Agent avoided providing substantive troubleshooting by citing warranty status and pushing paid support, constituting Avoidance/Evasion (critical failure B).

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to troubleshoot a password recognition issue with a range extender, incorrectly cited warranty status to avoid assistance, and offered only paid support or email instructions. No diagnostic steps were taken, and the customer’s frustration was not acknowledged, resulting in an unresolved case with critical failure due to evasion of support responsibility.

V1 Case Analysis

Customer unable to connect RE7000 range extender to Xfinity Wi-Fi; password rejected during setup. Device out of warranty; offered paid support or email instructions; customer declined further assistance.

Troubleshooting Steps
  • Customer performed a factory reset of the extender.
  • Agent asked the customer to re‑enter the Wi‑Fi password.
  • Agent offered to send step‑by‑step instructions via email.
Key Observations
  • Agent did not perform any concrete troubleshooting beyond asking the customer to re‑enter the password.
  • No verification of the password or suggestion to try alternative bands (2.4 GHz) was provided.
  • Agent offered paid support without first confirming the customer's willingness to proceed.
  • Lack of empathy and acknowledgement of the customer's frustration.
Positive Highlights
  • Collected full customer contact information and correctly identified the device model (RE7000).
  • Provided the correct generic support URL (support.linksys.com).
  • Correctly identified that the device is a range extender (not a router) and that it needs to connect to the main ISP network (Xfinity).
Agent Errors / Gaps
  • Failed to execute basic troubleshooting steps (e.g., verify password, use extender's local web UI, try 2.4 GHz network).
  • Repeated vague statement that the problem is the password without confirming its correctness.
  • Did not acknowledge the customer's frustration or provide reassurance.
  • Offered paid support before confirming the customer's interest, potentially pressuring the customer.
  • At [07:00], agent incorrectly implied that the issue was with the customer's main network password rather than offering actionable steps to verify or resolve the extender-side issue.
  • Did not guide the customer to access http://extender.linksys.com directly for manual setup, which is the correct method per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or provide a valid resolution path; only offered paid support or email instructions without troubleshooting the password mismatch.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps were conducted — agent did not verify password format, check for special characters, suggest band selection (2.4GHz vs 5GHz), or confirm extender placement and LED status.
R3 Not Met Correct resolution path conf 94%
Agent cited out-of-warranty status to justify offering only paid support, violating OOW best-effort standard by not attempting troubleshooting for setup/firmware/reset despite no hardware defect being confirmed.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent failed to identify symptoms systematically — did not ask about network band, password complexity, or prior successful connection; no logical diagnostic flow was followed.
T2 Not Met Appropriate tools / resources used conf 92%
Agent did not use any tools or KB resources (e.g., adjacent_range_extender_to_mesh.md) to guide setup, verify compatibility, or troubleshoot password rejection despite clear need.
T3 Not Met No misinformation conf 95%
Agent incorrectly implied that live support is unavailable due to warranty status, contradicting policy that OOW devices still receive best-effort troubleshooting; no accurate technical guidance was provided.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent set an initial expectation of 60-minute support window but then abruptly shifted to paid-only model without managing transition or maintaining control of the interaction.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language but failed to confirm understanding or adapt to customer’s clear familiarity with the setup process and technical details.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent avoided ownership by immediately introducing paid support and did not commit to resolving the issue, effectively transferring responsibility to the customer.
O2 Not Met Proactive follow-through conf 91%
Only vague promise to 'send instructions via email' — no specific timeline, no confirmation of receipt, and no follow-up commitment established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and the situation did not clearly require escalation beyond standard L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered minimal apology about warranty but did not acknowledge customer’s frustration, repeated attempts, or history of prior successful use.
X2 Not Met Tone & rapport conf 92%
Agent maintained a rigid, scripted tone and failed to adapt to customer’s growing frustration or adjust communication style to maintain engagement.
X3 Not Met Overall experience conf 94%
Agent increased customer effort by introducing a paid support barrier and failed to streamline resolution, forcing customer to repeat known steps independently.
Call Transcript20 turns · 20 lines
Speaker 1
Yeah. Oh, thank you. And it's time for, it's time for me to log out, huh? Thank you. Hey, good afternoon. I was gonna you guys a call. I've got a lynx device that I've had for just a little while and, um, and it stopped connecting to my Wi-Fi today, and I tried to reset it. I tried to reconnect it. It keeps losing
00:00
Speaker 2
hey welcome to link Güney The support team to ensure quality the team is available to help with performance and hardware issues. Register by product by register.link The dot. Please have your ready for assistance. Press now For out of product. Please have your serial number and contact information If unavailable, kindly call back later. For out of product support option may be available depending on situation music Hey, at the Texas links this is Regina super ass. Time.
00:00
Speaker 1
that's correct that's my good first time. that's correct, yes. first name is Vernal NAL last name is bledso. that's correct. NAL N A L.
01:00
Speaker 2
Okay, so I totally understand. Your concern all about your but is this your first time calling us for support? And you're calling from United States, right? may I know your first name and last name? Sorry, your first name is Vernel V-E-R-N-E-L
01:00
Speaker 1
That's correct. Yes. It's going to be Bledsoe and that's going to be B as in Boy, L as in Lima, E isn't Echo, D as in Delta, S as in Sam, O as in Oliver. He isn't Echo. 501-920-9001. Email should be Dewan D A W A N. D as in Delta, A as in Alpha, W as in Whiskey, A as in Alpha, N as in I forgot what the M is in Nancy. And then B as in Boy, Bravo 88@ gmail.com.
02:00
Speaker 2
V for violin, E for Edward, R for Robert, N for November, A for Alpha, L for Lima. And your last name? And your callback number? And your email, sir.
02:00
Speaker 1
That's correct. Yes, ma'am. I- Thanks. I have one. Yes, ma'am. It's 1 8-xx20-m as in marigold, 2B as in b during the emmergo Bravo 1 4 910 it's Xfinity. That's correct. Yes, it extended. I'm sorry, not a router, extender yes. [silence]
03:00
Speaker 2
okay, so it is, D-A-W-A-N B88 at gmail.com. And how many linksist routers do you have from linksist? Can you please provide the serial number of this router, sir. And who is your internet service provider? I guess this device is a range extender. It's RE7000. Yeah, it's okay. But before we proceed, um, Venal, I would like to set expectations regarding all of the troubleshooting that we're going to do for the next 60 minutes.
03:00
Speaker 1
No, I won't.I won't.No, I won't.I won't pay anything.With. Yeah, hold on one second. I can I can do that. I like, like I said, I found the the step-by-step how to set it up. I've had this set up before. I've done it before. But now it's not reading my Wi-Fi password. So when it says,
04:00
Speaker 2
the warranty status of your links in the range extender, since it indicates in our system that this device is no longer under warranty, I really apologize that live support is no longer available. However, we have paid support. So I can still I still assist you with setting up your range extender again. But you need to pay $15 and it's good for 60 minutes. But don't worry, if you doesn't want to proceed with the paid support, I can send you a step-by-step instructions on how to set up the range extender again. So you can proceed to reset this range extender, make sure to use a device to connect with it and just follow the steps that I will be going to send via email after this call for the setup process. [silence]
04:00
Speaker 1
When it says [silence] uh password incorrect, uh [silence] the password is actually not incorrect for my uhm, like slurs, this the password is actually set up on this network before, but for some reason it just disconnected, so, that's what I'm [silence] having a problem with. I don't really need help setting it up. I know how to set it up. It's uhm, the device is not reading my network. Right. And I did that. I hit the reset button on the side and I'm resetting it up. And as I'm going through the setup process, it's telling me that my password is incorrect, and that's what I'm getting too. Uh [silence] Correct. No, the main router is from Xfinity. So I'm I'm putting in the password for my main
05:00
Speaker 2
Yeah, if it is no longer reading your network and there's no other devices connected to the range extender, so you really need to reset and reconfigure your linksys device. yeah, but there's an option wherein you need to choose your wireless network, right, which is your main network from your main router. is your main router from linksys? is it? okay.
05:00
Speaker 1
Router and Linksys is telling me that is not correct password but I'm looking at my app. I've set this, I've connected other devices to it. It is the correct password but the Linksys app is saying that it's not correct and it won't connect to my network. Right, right, exactly. So I am connecting the Linksys to my Xfinity so when I connect Linksys, what I'm going through the process to connect Linksys to Xfinity, Linksys is saying, hey, 3D, which is my my it says look for network. It tells me to try to find my network so that Linksys can connect to my Xfinity network. So I put in that network. I select that network that's popping up and then I put in the password for my Xfinity network and Linksys device is telling me that password is incorrect. It can't it says it's incorrect.
06:00
Speaker 2
But the string shaper but actually your wireless network is not the Linksys network itself. It is the Linksys network from your exta router. [silence] Because it might.
06:00
Speaker 1
Yeah, right. Right. It needs to connect my Xfinity network, and I am putting in the correct password. I'm looking in the app, in the Xfinity app. I'm looking at my Xfinity app. I see the password, capitalized words, uh capitalized letters. I'm putting in letter for letter, and I'm also, uh I have also connected other things to my home Xfinity network with no problem. But with this links it's, like I said, it's been connected to this network before. It was no problem. I've had to connect to this network for, you know, several times before. But now, when I go through the reset process, I went through the reset process. And when I get to the stage where it says to connect to my Xfinity network, I put in that password, letter for letter, and it's not
07:00
Speaker 2
Let me try that again. It's the incorrect password because it's commonly because we cannot do anything regarding with that one. Sir, if the Linksys router doesn't recognize the Wi-Fi password of your main network, because the Linksys range extender is already the reset and it needs to be set up. And to set up the range extender, it needs to connect with your main network. So while you are, I mean, when you do find find the right password of your main network, not this case Beerwagometer863 but the nice unit of that, only then you would be able to set up this extended or. So in order to help you with that, we would be requiring a temporary access to the primary network only. And we don't require the permission or the user's detail of the range extender. So would the user who have set up this network would be available right now? That would be the best course of action to take. Just wanna get connected to a phone so that it will be allowed to the temporary access.
07:00
Speaker 1
Not accepting that password in Linux. Okay, yeah, I did hard set it is is not working, so um I guess is just a buds. The Linux network is gone. I mean, the product is bad. You know, I guess that's what it is, but all right, I guess I'll find another uh router um to go with, but I I guess if there's nothing nothing that you guys can do on that end or nothing that that can be done. I mean, it's just not reading my network, so okay, right. that's correct. Yes, I understand that. That's what I'm trying to do, but it just it's not reading my it's not accepting my my network's password, but I I guess it's the faulty of
08:00
Speaker 2
Yeah, because, yeah, because the problem is that the range extender is no longer read your main network, which is really important to connect the range extender to proceed on setting up the device.
08:00
Speaker 1
It's a salty extender, I guess. But.. alright. I definitely appreciate it. Alright, you too.
09:00
Speaker 2
Okay. Basically, oh, thank you so much. Sir. But feel free to visit also our website. Support.linksys.com. We have also Linksys AI. agent there that can assist you further. So thank you for calling us, um, Vernol, and have a great day. Bye for now.
09:00