V2 Rubric Detail — 13df6474-64eb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 16:40
Duration
9m 25s
Contact
Kirk Hooper
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132980
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
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Sentiment Trajectory
—
Ticket subject: Extender Disconnected_RE6300

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall68.2% (+12.2)

V2 Grader Summary

The agent correctly assessed the device as out-of-warranty and offered appropriate options, including a factory reset and replacement advice. However, the issue was not resolved, and deeper troubleshooting (e.g., band steering, signal checks) was skipped. The customer was left with next steps but no follow-up plan, resulting in a partial resolution.

V1 Case Analysis

Customer unable to reconnect RE6300 range extender after power outage; extender shows blinking amber. Agent advised factory reset, offered $15 paid support, suggested wired setup or replacement. Issue not resolved. Agent provided incorrect support URL and inaccurate LED state description.

Troubleshooting Steps
  • Confirmed extender LED is blinking amber (ready state).
  • Advised a full factory reset to obtain ready state.
  • Suggested wired Ethernet setup or replacement as next steps.
Key Observations
  • Agent provided an incorrect support URL (support.links.com) at [06:00], which is a materially wrong technical instruction.
  • Agent gave inaccurate LED color interpretation for RE6300, claiming solid green or solid blue indicates connected state; RE6300 only has solid green for connected (per KB), making this a serious accuracy failure.
  • No basic troubleshooting steps were performed (e.g., router power-cycle, signal strength check, WAN connectivity verification) despite customer describing a post-outage scenario where these are standard.
  • Warranty status was clearly communicated but not verified via system lookup; agent stated expiration date without confirming in tooling.
  • Agent failed to clarify whether the customer had already performed a factory reset, leading to redundant advice.
Positive Highlights
  • Collected complete and accurate customer information including name (Qirk), email (kjh@sbcglobal.net), phone number (281-639-4054), model (RE6300), and serial number (17X11P00909593) at [02:00–03:00].
  • Clearly communicated the device's out-of-warranty status and explained the optional $15 paid support offering without pressuring the customer.
  • Provided practical self-help alternatives by suggesting a wired Ethernet backhaul setup and discussing replacement options based on device age.
  • Maintained a calm and professional tone throughout the call, allowing the customer to explain their efforts without interruption.
Agent Errors / Gaps
  • Provided incorrect support website URL: 'support.links.com' instead of 'support.linksys.com' at [06:00], which could lead customer to an unsafe or non-functional site.
  • Gave materially incorrect LED state information: claimed RE6300 shows solid green or solid blue when connected; per Linksys KB, RE6300 only uses solid green for successful connection — this is a serious technical inaccuracy.
  • Failed to perform basic troubleshooting steps such as power-cycling the router, checking signal strength between devices, or confirming WAN connectivity, despite customer describing a post-power-outage scenario where these are essential.
  • Did not confirm whether the customer had already performed a factory reset before advising it again, leading to potential repetition of ineffective steps.
  • Did not guide the customer through manual web-based setup using http://extender.linksys.com or http://myrangeextender.local, which is standard for RE series extenders when WPS fails.
  • Mischaracterized the setup process by implying YouTube and support site contain different procedures, when both should align with official KB guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only suggested a factory reset and optional paid support without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent confirmed the blinking amber light and recommended a factory reset, but skipped key diagnostics like power cycling the router, checking band steering, or verifying signal strength during setup.
R3 Met Correct resolution path conf 96%
Agent correctly identified the device as out-of-warranty (expired 2021), offered best-effort guidance (factory reset), mentioned paid support as optional, and advised replacement — fully aligning with OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified the symptom (blinking amber) and linked it to setup mode, but did not ask about router model, dual-band settings, or whether band steering was disabled — key factors for extender setup.
T2 Met Appropriate tools / resources used conf 97%
No advanced tools (e.g., remote session, logs) were needed; agent used available knowledge and customer input appropriately for the scenario.
T3 Met No misinformation conf 99%
Agent accurately described blinking amber as setup mode, solid green/blue as normal operation, and correctly stated warranty expiration and pricing — all consistent with KB.
Communication
C1 Met Clear & professional language conf 95%
Agent collected necessary info (model, serial, ISP), maintained control, and clearly presented options without digressing.
C2 Met Confirmed understanding conf 94%
Agent used plain language, explained warranty status and costs clearly, and confirmed understanding when discussing next steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and provided actionable next steps without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 92%
Agent advised a factory reset and manual setup but did not specify a timeline or offer a callback; customer was left to self-resolve.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope for an OOW device.
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 91%
Agent was polite but did not explicitly acknowledge the customer’s frustration after multiple failed attempts or express empathy for the inconvenience.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a neutral, professional tone but did not adjust pace or check comprehension after complex suggestions like manual setup or paid support.
X3 Partially Met Overall experience conf 94%
Agent reduced effort by not requiring unnecessary repetition, but increased it by directing customer to YouTube and a paid service instead of walking through the full reset and setup steps.
Call Transcript18 turns · 19 lines
Speaker 1
Well, I have an extender that our power went out and then it so it, and then it got disconnected. And I, I am having all kinds of, I've tried all kinds of things to try to get it back
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 warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. I, thank you for calling Linksys. My name is Vin. How may I help you today?
00:00
Speaker 1
It connected and I'm having problems and I've exhausted my abilities of trying to get this thing to up and running again.
01:00
Speaker 2
I see before anything else Can I ask is this your first time calling as well just to verify the phone number you might have called before I see since this is considered as your first time calling I'll just have to gather some quick few information first name last name is Qirk spelled as K I R K and what about the email address
01:00
Speaker 1
C Global dot net be careful of Kilo, Jason, Juliet, KGLH. You got it. Correct. 1 7 X 1 1 P 0 9909 593. Correct. That's correct.
02:00
Speaker 2
Thank you so much. K J H. I'm sorry, KJ H at SBC, I'm sorry k j l h four at S B C global.net. The phone number that you are currently calling is a 281-639-4054. Can you provide me the serial number of the Lynx's device? 17X like Xray. 11P like Peter. 00909 593. Is that Shrek?
02:00
Speaker 1
It's a R-E-6-3-0-0 AT&T. Okay. Hang on. Let me go check. Okay. What did you do, just to let you know? I had it by my front door because I have my outdoor cameras connected to it and they're down, so I was trying to get it back up again. I was having problem. First, when I
03:00
Speaker 2
the model of the range extender? alright. What's the model of the range extender? RE6 300. Thank you so much. Lastly, Meno is the internet service provider as well, right? All right. Let me quickly double check everything on my end. In the meantime, what's the light or is there any light your range extender is currently showing? Um, it's just the solid white light that's blinking. Mhm. It's just solid white light and there's no, no error or incorrect sign or symbol around.
03:00
Speaker 1
Uh was going through the uh. resetting of the system, it found my network and it got connected but it, it, it got connected to the 2.4, frequency, then it was going to connect to the five um Megahertz, and it didn't see my uh my router. And so one of the things it said was to restart your router. So I went into my router and I restarted the the five megahertz. Uh band, then I went back to the the extender and started the process over again and then it couldn't find my uh router at all, not even the 2.4. Like it did the first time. And so I reset, I reset it, uh reset the WPS, uh I did all that and it still couldn't find the router. So I moved the router. router away from the front door and into the kitchen where the router is. So it's not very far from the router right now. And I tried it again and it still couldn't find it. So, that's just FYI. That's just so you know what I've done. Okay. So, yeah, I've tried manually adding it, but then it was asking me some like a couple of questions like I know the IP address, but then it went into like some two other things which I have no idea what those are. But to answer your question right now, it's, it's blinking yellow.
04:00
Speaker 2
All right. Thank you so much for that one. So in this case, your last possible troubleshooting is to consider doing another complete factory reset. But this time manually adding it manually adding it using either a computer or a laptop to reconnect the range extender. All right. You need to factory reset it and the light must be on a blinking amber.
05:00
Speaker 1
well it's blinking Amber yeah I I've done I've done some of that I didn't do the YouTube thing but let me ask you
06:00
Speaker 2
which means that the range extender is in current ready to setup phase. If it's now connected and working, it should either turn to solid green or solid blue for this model. However, before further troubleshooting may start, I do have to set your expectations that your current Linksys range extender is no longer in warranty. The warranty status had expired around February 13 of 2021. It is no longer eligible for free troubleshooting on our end. For further troubleshooting for an out of warranty product, it entails a $15 cost, which is completely optional. On the other hand, there's always an available troubleshooting guide either on YouTube for this specific model or through our support site, which is support.links.com.
06:00
Speaker 1
would they have anything different than I've already done I'm? What I was asking was, if I go through the like the YouTube or the support online, would they have me do anything different than what I have already done? If I set it up with a wire, have I disconnect will it if I disconnect once it's set up, can I disconnect the wire and then it will still be connected wirelessly? Okay, well, let me try that. And um, I mean, $15 is not that much, but I don't mind doing that.
07:00
Speaker 2
I'm sorry, what was that? No, it's basically the same process, the only difference is you can either wire the range extender or just still try to set it up wireless. Yes, you can. [silence]
07:00
Speaker 1
I don't know what a new one cost. Do you have an idea what a new one cost? Okay. So they'd be well worth $15 to go ahead and get it up and running. Do they get old and stop working after a while? Yeah. Yeah. I guess I I kind of knew that question. I thought I'd just ask you anyway. Uh uh. Okay. Well, I mean that's just something to consider it's older than it used to be.
08:00
Speaker 2
For a range extender, the prices varies, it starts around $30 up until $50, depending on the model. For the unit that you have, based on its warranty status as well, the unit is approximately already 6 years old, which already warns to where it's probably better to at least consider replacing the unit, since it's already on the older side as well. That's our best advice to prove. Yes, all devices gets old and will eventually stop.
08:00
Speaker 1
maybe I just, I'm having troubles with it. I might try hooking it up with a wire, an ethernet wire and see what happens and if I can't, then maybe I'll just go get a new one. Alright, I appreciate it. No, that's all, thank you.
09:00
Speaker 2
alright alright thank you for calling links this take care and have a great day bye bye for now [silence]
09:00