V2 Rubric Detail — 113bf1fc-8097-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 21:49
Duration
6m 41s
Contact
630-639-2074
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00137359
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall57.6% (+1.6)

V2 Grader Summary

The agent accurately identified the RE7350 as end-of-support and provided technically correct troubleshooting steps, including reset instructions and fallback IP access. However, the interaction was unresolved as the agent failed to perform a logical diagnostic sequence (LED/WiFi connection checks) and showed no empathy toward the customer's frustration.

V1 Case Analysis

Customer unable to access RE7350 setup page. Agent incorrectly stated device is EOL and part of RE6500 series. Advised 15-second reset and use of extender.linksys.com or 192.168.1.1. Promised email with instructions. No verification of LED status, Wi-Fi connection, or reset success performed.

Troubleshooting Steps
  • Confirmed device model (RE7350) and serial number
  • Attempted warranty lookup (no coverage detected)
  • Incorrectly stated RE7350 is end-of-life and part of RE6500 series
  • Advised 15-second factory reset
  • Provided setup URLs (extender.linksys.com, 192.168.1.1)
  • Promised follow-up email with detailed instructions
Key Observations
  • Agent incorrectly stated RE7350 is end-of-life and part of RE6500 series, contradicting KB documentation (universal_range_extender_setup.md and universal_eol_firmware.md).
  • No empathy or frustration acknowledgment despite clear customer distress ('It's ridiculous', 'so frustrating').
  • Skipped essential troubleshooting: did not verify LED status, connection to extender's default Wi-Fi network, or browser/cache issues.
  • Reset procedure described as fixed 15 seconds, while KB specifies 10+ seconds until LED turns red.
  • Failed to guide customer to try 192.168.1.1 first if hostname fails, nor suggest incognito mode/cache clearing per KB Quick Fix.
Positive Highlights
  • Correctly identified model number (RE7350) and captured serial number accurately.
  • Provided correct fallback IP address (192.168.1.1) for setup page access.
  • Offered to email detailed instructions, providing a self-help path for the customer.
  • Confirmed internet service provider (AT&T) when discussing connectivity.
Agent Errors / Gaps
  • Material accuracy failure: Incorrectly classified RE7350 as end-of-life and part of RE6500 series.
  • Violated Angry Customer Protocol by failing to acknowledge or de-escalate frustration.
  • Skipped critical setup verification steps (LED status, default Wi-Fi connection, browser issues).
  • Provided incomplete reset instructions (15-second fixed duration vs KB's 10+ seconds until LED red).
  • Did not confirm successful reset or page access before call closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Customer explicitly stated the setup page still wouldn't load and expressed frustration; no resolution was confirmed.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent suggested a reset and alternate IP address, but skipped key steps like checking LED status, verifying orange blink, or confirming connection to the extender's WiFi network.
R3 Met Correct resolution path conf 90%
Agent correctly identified the RE7350 as end-of-support and offered self-help (email with instructions), which aligns with policy for EOL devices; also provided accurate troubleshooting steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 100%
Agent identified the symptom (can't access setup page) and asked about wired connection, but failed to follow the logical diagnostic sequence in universal_range_extender_setup.md, such as verifying the LED is blinking orange or confirming the device is connected to the 'Linksys Extender Setup–XXX' network.
T2 Met Appropriate tools / resources used conf 95%
Agent used warranty lookup tool to confirm EOL status and provided correct fallback access via 192.168.1.1; no further tools were necessary for this issue.
T3 Met No misinformation conf 100%
Advice to reset for 15 seconds and use 192.168.1.1 is technically accurate per universal_range_extender_setup.md; extender.linksys.com and IP fallback are both valid.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced herself and set expectation about email follow-up, but failed to establish a clear troubleshooting path and lost control when customer expressed frustration.
C2 Partially Met Confirmed understanding conf 90%
Agent used plain language but did not adapt to customer’s growing frustration or confirm understanding of steps; communication remained transactional.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the interaction from start to finish, did not transfer, and committed to sending follow-up instructions.
O2 Met Proactive follow-through conf 100%
Agent clearly stated she would send detailed instructions via email within five minutes after call ended.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within L1 scope and agent provided appropriate self-help path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
Agent did not acknowledge customer’s frustration, anger, or repeated contact history; no empathetic statement or apology offered despite clear distress.
X2 Not Met Tone & rapport conf 100%
Agent maintained a neutral, procedural tone despite customer’s escalating irritation and did not adjust pace, style, or emotional register.
X3 Not Met Overall experience conf 100%
Customer had to repeat serial number multiple times due to unclear articulation; agent did not streamline input or reduce effort, and ended call without confirming understanding.
Call Transcript12 turns · 13 lines
Speaker 1
Hi, I just purchased the extender, and it is um, let me see, this is the single end. What's this, um, sorry, I had it right here, R.E. 7-350.
00:00
Speaker 2
Welcome to LinkSys Support. To ensure quality service your call may be monitored. Certain products will be supported, while end of support products will have self-help options available, please have your serial number ready and stay on the line for assistance. Thank you for calling LinkSys. This is May. How can I help you? So, okay, RE7350. Got it. And that range
00:00
Speaker 1
RE 7350. Then how did I just buy it today if it's not manufactured anymore? I just got it delivered today. Like how old is this?
01:00
Speaker 2
Extender you're calling for is actually part of our uh RE6500, right? [silence] RE7350. Oh, here we go. Let me just double check that. And uh yeah. Indeed, the RE7350 is part of our end of support list devices. It ended just this year last month. So this is actually part of our devices which we don't manufacture anymore. It feature I yeah, maybe that's an old stock since we already stopped manufacturing that product. Uh, but that will still work. It depends. Can I have the serial number for me to check?
01:00
Speaker 1
410170 [silence] Peter like Peter 10 M. [silence] like Mary one seven. [silence] E like boy. 0 1 5 to 5. [silence] Correct.
02:00
Speaker 2
uh huh uh huh. Okay, that's four one Papa, one zero Mary, 17, B for boy, zero one five two five. Is that correct? [silence] Okay. [silence] If that's the case, then let me just check it one here real quick. [silence] Um it shows, uh, one second. [silence] Our system cannot detect any more the warranty of the product, which normally if that's the case, it's already like way back year.
02:00
Speaker 1
It, it's ridiculous. Well, it's, the whole thing is not, the whole thing is not working. So I don't understand what the issue is. I had another one that I was replacing this with the old one and you guys told me the same thing. So is there any of them that you guys actually do your job and support on your own products? This is like so frustrating. So what do I do with this? Just throw it away or what? If nobody can help me. I've got the instructions and it's not working. You know, I've got this instructions here and it doesn't take the, it doesn't take the website when I put in extender.linksys.com. It doesn't, it says it's a bad, it says it's a bad address.
03:00
Speaker 2
sometimes year, 2017, 2019. yeah, for latest one we can, for those up to date devices we can. that's why you know, I can send email still that's going to be self help instead. we can send email that's the only.
03:00
Speaker 1
No, I haven't even gotten that far. I just took it out of the box and I I'm putting it in with the um, uh, with the cable. It's not I'm not, you know, plug it into the wall. So I've actually got it, you know, plugged in. Correct. Correct, to the router.
04:00
Speaker 2
Well, the device that you use, is it already connected to Linksys extender setup Wi-Fi name? Well, the device that you use, is it already connected to... connected, no internet. Hm. Like you mean to say wired to the computer? Okay. If it's already wired directly to the extender, you need to reset the extender if the website is not accessible, is with or without internet, extender.linksys.com should work. And for you to reset the extender, it should be plug in still to the outlet while you're pressing the reset button for 15 seconds. After resetting it, you can try again accessing extender.linksys.com. If that will still not work.
04:00
Speaker 1
I'm sorry, this is [silence] Mm-hmm. AT&T. So you said that this extender link does not work? Okay, thank you. Uh-huh. Bye.
05:00
Speaker 2
All right, and your internet service provider now, who is it? AT&T. Okay, Tam. I'll send you the instructions. Yeah, if ever they will not work, you can use 192.168.1.1. I'll just indicate that one, and the email I am about to send to you. I'll just need to polish this for you to easily follow the instructions. So, once this call will end, just give me five minutes max I'll send it to your email. Okay? All right. Thank you as well for understanding. Bye for now. Take care. Bye-bye.
06:00