V2 Rubric Detail — 13bfcc40-7634-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-02 16:35
Duration
10m 42s
Contact
Julia Gramaglia
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135665
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7000 reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall50.1% (-5.9)

V2 Grader Summary

The agent accurately assessed the device status and offered valid next steps, but failed to complete troubleshooting or resolve connectivity. Key technical diagnostics were skipped, and while ownership was maintained, communication lacked full empathy and effort reduction. The outcome remains a partial resolution due to unmet resolution and tool usage criteria.

V1 Case Analysis

Customer unable to complete RE7000 setup after reset; password rejected. Agent verified model (RE7000), serial (18X20M22B13144), and out-of-warranty status. Advised moving extender closer to router. Misspelled setup URL as 'exender.linksys.com'. Offered self-help via email and support site. No configuration or reset guidance provided.

Troubleshooting Steps
  • Verified extender LED status (blinking orange/green).
  • Confirmed model RE7000 and captured serial number.
  • Checked warranty status (out of warranty).
  • Advised placing extender nearer to the router.
Key Observations
  • Agent did not guide the customer through the standard RE7000 setup flow (connect to 'Linksys Extender Setup–XXX', use default admin password 'admin', verify setup page access).
  • The call moved prematurely to warranty and paid-support discussion without attempting free troubleshooting.
  • Agent misspelled the setup URL as 'exender.linksys.com' at [05:00], which is incorrect and contradicts KB guidance (correct URL is 'extender.linksys.com').
  • Customer was already connected to the extender's setup network ('Linksys Extender Setup–E99') and accessing the setup page, indicating they were on the correct path, but agent failed to confirm or correct the process.
Positive Highlights
  • Collected essential customer information (name, email, serial, model).
  • Accurately identified the product model (RE7000) and confirmed out-of-warranty status.
  • Offered self-help resources (email guide, support site) when paid support was declined.
  • Correctly advised moving the extender closer to the router during setup, aligning with KB Spot Finder guidance for optimal signal.
Agent Errors / Gaps
  • Failed to guide the customer through the standard RE7000 setup flow (e.g., connecting to the 'Linksys Extender Setup–XXX' SSID, using default admin password 'admin'). Per KB, the default admin password for setup is 'admin', and the customer should have been instructed to use this to log into the setup page.
  • Provided an incorrect URL spelling ('exender.linksys.com') at [05:00], which contradicts KB guidance (correct URL is 'extender.linksys.com').
  • Prematurely escalated to paid-connect service without confirming that a simple reset or password verification could resolve the issue. The KB states that a factory reset (10-second reset button press) should restore default settings, including the admin password 'admin'.
  • Did not verify whether the customer was using the correct default admin password ('admin') to log into the setup page, a critical step per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the extender connectivity issue; only offered paid service or email guidelines without confirming setup completion or connectivity.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked for serial number, checked warranty, suggested moving extender closer to router, and confirmed reset, but did not guide through full setup steps like password verification, UI navigation, or signal strength checks.
R3 Met Correct resolution path conf 95%
Agent correctly identified out-of-warranty status and offered appropriate next-step options (paid connect service or email guide), aligning with OOW best-effort troubleshooting standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process: despite customer reporting 'password not working', did not verify if using default 'admin' password for UI or router Wi-Fi password, nor check for special characters as per KB.
T2 Not Met Appropriate tools / resources used conf 95%
Agent completely skipped use of extender's web UI (extender.linksys.com) or IP address (192.168.1.1) to diagnose password failure or signal strength, relying solely on verbal descriptions.
T3 Met No misinformation conf 97%
Technical claims regarding RE7000, need to be near router for setup, and blinking orange LED state were consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic call control but did not set clear expectations or agenda; long silences and abrupt transitions occurred, especially when troubleshooting stalled.
C2 Partially Met Confirmed understanding conf 85%
Agent used understandable language but did not confirm customer understanding or adapt tone to frustration; explanations remained procedural without comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on case, did not transfer, and offered to send follow-up guidance, demonstrating ownership despite limitations in resolution.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned sending email guidelines but gave no specific timeline or commitment, leaving next steps vague and unactionable.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within agent scope, though resolution path was limited by OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent acknowledged customer’s effort ('you're already on the right direction') but did not express empathy for frustration or apologize for inconvenience; response lacked sincerity.
X2 Partially Met Tone & rapport conf 87%
Agent maintained engagement and responded to cues, but used a neutral, scripted tone without matching customer’s emotional state or checking in on understanding.
X3 Partially Met Overall experience conf 88%
Customer repeated serial number and issue details; agent could have reduced effort by using KB proactively or guiding step-by-step instead of deferring to email.
Call Transcript20 turns · 21 lines
Speaker 1
Go ahead. Oh my God. You got to be fucking kidding me. Hi. I accidentally unplugged my extender and I plugged it back in and it's not connecting to the Wi-Fi. So I did the reset.
00:00
Speaker 2
[silence]
00:00
Speaker 1
And I'm connecting, you know- to the um uh- the website through the extender setup uh- network and it keeps telling me that I have the passwords not working but it is the accurate password for my wi-fi does that make sense? Okay, it's uh- 18x20m22b13144
01:00
Speaker 2
I see. Oh, can you post? Yeah, let's have let's dig deeper into that issue. But I have to ask for this the serial number of your extender. All right, so one eight X for X-ray, 20 M for Mike, 22 B for boy, 13.
01:00
Speaker 1
you got it, yes, that's correct I don't think so, it's like Comcast, yes uh Yes, it's Julia Gragalia. G R A M A G L I A G L I A,
02:00
Speaker 2
Brux and four. All right. So your range extender model is RE7000. And, and your router, may I know if it's a linksys product or it's not? I see. So Comcast, uh, should be your internet provider. All right. Uh, wait for some record for you, ma'am. May I have your name? C. M. K. I. Ben SoufulClothing LeathT-R-E-S?
02:00
Speaker 1
Yes.
03:00
Speaker 2
So it's all letter a for apple. Julia K Ricky, Ian. All right. Julia, uh what about your email address? Julia.loploa@gmail.com. All right. Uh you mentioned uh you had unplugged your range extender and then you have also pressed its reset.
03:00
Speaker 1
well, no, I had to unplug it to get the serial number, so let me plug it back in. but yes, it was blinking orange. okay, hold on. okay, now it is blinking green. and should I connect to the wi-fi extender name? uh, I see links this extender setup E99. okay, and I'm on the website, so it's connecting, hold on.
04:00
Speaker 2
I believe your extender light is now blinking. So when it was blinking, when it was blinking orange, you connect to the Wi-Fi extender name. Okay, uh, connect to that and see if it's.
04:00
Speaker 1
Oh, God. uh. [silence] Just connecting to the network. [silence] So the I'm I clicked that in my Wi-Fi. It's spinning there. And then on the website, which was exender.Linksys.com. Um, it's [silence] connected to the network and I'm spinning. And what it was doing before is this for a while and then it would say the password is not working check your password again. But I'm certain it's the right password. And I keep typing it in on my phone and connecting and disconnecting with that same password. So, But right now it's spinning. Yes. My Wi-Fi. My Wi-Fi password. I don't know what my range extender password is. I've never done that. Uh, yes.
05:00
Speaker 2
What password are you talking about? Is it your Wi-Fi password or your range extender password? Okay. All right. So, can you tell me if your range extender is plugged into a power outlet near your router, Comcast router?
06:00
Speaker 1
Speaker: It is and it's now it's blinking orange and I clicked on my Wi-Fi thing and it's still spinning. And now the website says, reconnect to Linksys extender setup E99. We'll continue once we see a connection. And it's just spinning. it's it's literally it's plugged in, it's plugged in where it always has ben, like right by the door right next with the door open, right next to the Wi-Fi and this is it's normal spot. Uh-huh. Uh-huh.
07:00
Speaker 2
Mhm. Mhm. Okay. I can walk you through. Mhm. Yes. But since you have reset your range extender, Julia, you will have to place your range extender or plug it to a power outlet that is near to your Comcast router because you are going to set it up again. Uh, you can only relocate.
07:00
Speaker 1
Okay, do you think that's the problem? Okay, because my computer has two bars right here, but it needs to be right next to it. Got it. Okay. All right, let me, let me try again. Hold on. I mean, it should have, it should reach it right there because my computer has two out of three bars, but I'll, I'll move it right next to it. Okay. Oh, I can't. Oh.
08:00
Speaker 2
your range extender to where you place it once the range extender is already set up or configured. But since you have done a reset, yeah, that could be one of, yes, because it's setting up again. Your range extender is starting up again, so it could be one of the causes. Of course. By the way, Julia, I've checked your range extender on our system and our records indicate that this range extender RE7000 is already out of warranty because range extenders normally only have a one year warranty.
08:00
Speaker 1
Okay. Okay. All right. Thanks. Any other tips before you log off? Are there any other tips you can share with me? [silence]
09:00
Speaker 2
you're limited warranty of one year. So your range extender, warranty expiration was last [REDACTED_PAYMENT_DIGITS] So it's been a long time since this range extender is in warranty and as of now it's out of warranty. So if you want me to continue walking you through the steps on how to set up your range extender you will have to apply for the paid connect service. But well yeah, well, well the good thing is that you're already on the right direction, you know how to log into the extender site or setup wizard. So you just need to follow the instructional guide.
09:00
Speaker 1
Okay. Yeah, that would be great. Thank you so much. I appreciate that. Okay, thank you so much. All right. Appreciate it. Thank you. Bye-bye.
10:00
Speaker 2
and if you don't want to uh apply for the paid connect service I can just send you uh another guidelines through email and you can just yeah yeah. And you can also yeah you can also go to our support site so that you can try to type in the model of the range extender and it will pop up some articles regarding your range extender and you can read on it. All right. But you're already on the good direction huh? Yeah. All right thank you for calling Langis.
10:00