V2 Rubric Detail — 156bfbd4-6a92-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-17 21:18
Duration
13m 28s
Contact
815-600-0999
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall89.6% (+23.6)

V2 Grader Summary

The agent delivered accurate, appropriate guidance for setting up a Linksys range extender, including technical details on wired vs wireless backhaul and correct setup methods. While the customer accepted the advice and intended to act on it, no confirmation of successful implementation was obtained, resulting in a Partial Resolution. Call control was somewhat limited by silences, but overall communication and technical accuracy were strong.

V1 Case Analysis

Customer requested setup guidance for Linksys RE6400 range extender with EA6700 router. Agent explained WPS and web-based setup (extender.linksys.com), advised placement, and disclosed 1-year warranty and $15 paid support. No verification of successful setup. Customer to attempt steps independently.

Troubleshooting Steps
  • Explained performance differences between wired and wireless extender connections.
  • Described WPS button pairing method between extender and router.
  • Provided web-based setup instructions via http://extender.linksys.com.
  • Advised optimal placement of extender halfway between router and camera.
Key Observations
  • Agent misidentified the router model as RE6400 instead of EA6700, leading to confusion about device roles.
  • Technical instructions for setup methods, placement, and backhaul performance were accurate and aligned with KB guidance.
  • No verification was performed to confirm the extender was successfully configured or that the customer understood the steps.
  • Agent mentioned offering an email with instructions but did not confirm it would be sent or ensure the customer had a self-help path before closing.
  • Paid support was transparently disclosed, but no proactive self-help path (e.g., KB article, email instructions) was offered after the customer declined paid support.
Positive Highlights
  • Correctly explained both WPS and web-based setup methods for the RE6400 range extender, aligning with KB instructions.
  • Accurately described the performance trade-offs between wired and wireless backhaul connections.
  • Provided correct placement guidance: halfway between router and camera for optimal signal.
  • Used the correct setup URL http://extender.linksys.com for web-based configuration.
  • Transparently disclosed warranty duration (1 year) and the optional $15 paid support service.
Agent Errors / Gaps
  • Misidentified the router model as RE6400 instead of EA6700, causing confusion about device roles.
  • Failed to verify that the customer could access the web UI or that the setup succeeded.
  • Did not proactively send or confirm delivery of the promised step-by-step email instructions.
  • Did not offer a self-help path (e.g., KB article, email instructions) after the customer declined paid support, despite KB requirements for out-of-warranty calls.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent provided setup options (WPS and web-based) and placement advice, and the customer expressed intent to try them ('I'll give that a whirl'), but no confirmation of successful setup was obtained.
R2 Met Diagnostic thoroughness conf 90%
Agent asked for model/serial, explained wired vs wireless backhaul trade-offs, described half-duplex limitations of daisy-chained extenders, and offered two setup methods (WPS and web-based via extender.linksys.com), advancing the customer’s understanding meaningfully.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device (RE6400), provided accurate self-service guidance, and only introduced paid support after delivering free troubleshooting — aligning with OOW best-effort standards even though warranty status was not fully confirmed.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the core symptom (need to set up a range extender), asked for model/serial to identify the device, assessed distance to camera (40 ft), and logically recommended extender placement and setup method based on use case.
T2 Met Appropriate tools / resources used conf 95%
No remote tools were needed; agent used correct KB-backed methods (WPS pairing, extender.linksys.com) appropriate for the issue and model (RE6400), and did not skip required steps.
T3 Met No misinformation conf 95%
All technical information was accurate: wired backhaul offers stability, wireless uses half-duplex (speed halving), WPS pairing process, and correct URL (extender.linksys.com) — all consistent with adjacent_range_extender_to_mesh.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent initiated the call and responded to questions, but multiple long silences (e.g., [silence] at 01:00, 04:00, 07:00) and lack of clear transitions or summary reduced call control.
C2 Met Confirmed understanding conf 90%
Agent used plain language (e.g., 'press the WPS button'), avoided jargon, repeated key steps, and adapted to the customer’s informal tone and self-described 'old fart' status.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on providing setup guidance and next steps.
O2 Met Proactive follow-through conf 90%
Agent clearly stated next steps: use WPS button or web setup via extender.linksys.com, and place extender halfway between router and camera — specific and actionable.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was a basic setup question within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; not required for this interaction.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous, patient, and professional throughout, acknowledged customer’s age respectfully, and closed with appreciation and well-wishes.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s conversational pace, used accessible language, and confirmed understanding through repetition — engagement was maintained despite informal tone.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used provided serial/model info, and gave direct, actionable steps without requiring redundant actions or holds.
Call Transcript25 turns · 26 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. for in-warren warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linxsys.com. Please have your device serial number ready. For assistance, press 1. Now for out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, please select from the following options, and press 2. Please select from the following options. For in-waren warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1. Now, for out of warranty products, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, please have your device serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Hi, I just have a couple quick questions. I have a Linksys uh, hello, okay, I have a Linksys uh uh Wi-Fi router and a Wi-Fi extender and I just want, I'm an old fart and I just need someone to give me some basic information on on setting up my range extender that, is that a possibility? Yes, it came as a package
01:00
Speaker 2
Paid support option may be available depending on the issue. Thank you for calling Linksys. This is Al. How can I help? Oh, can you? [silence] Uh yes sir. [silence] Well for the range extender Sir is that also Linksys? Okay what's the model? [silence] Oh okay. [silence] So uh um can I have the serial number Sir? So at least I have reference what type of devices you have or what what's the model?
01:00
Speaker 1
The serial number is so small. I can barely read it. 1 8 G 1 0 P 0 46, 1 9 9 5 0. Okay. No. Oh, yeah. I'm sorry. 1 8 G. Yes. No, P for Paul.
02:00
Speaker 2
Okay, this is for the wee WI-FI router sir no sorry sorry um I'm sorry um let me repeat the serial number that you provided that is one eight G for goals one is it J okay so G for goals one zero T four Tom okay P for Paul and then zero four six nine nine five zero [ silence ]
02:00
Speaker 1
correct. I mean there are two serial numbers on this box and I don't know if that's one for the the extender and one for the router. I'm not positive. Where would I find that information at? Um I'm just looking at the box right offhand. Um it's E6700 REG400.
03:00
Speaker 2
Zero. But what's the model, sir, of your Wi-Fi router? Same as where you find, sir, the serial number. It's on the sticker. R-E6400. Okay. So your Wi-Fi router, sir, is the EA
03:00
Speaker 1
Okay. I just want to make sure I have the, it says there's easy set up. Do I need to plug it in to the router? Number one, I have a connector to connect it from the router to the extender. That's not an issue. But do I need to do that or is it, do I, it doesn't, is it unnecessary? [silence]
04:00
Speaker 2
what so what's your concern sir or what's your question? for the range extender, sir you have two options. You can connect it via wire directly to the router or you can also connect it wirelessly when you set it up.
04:00
Speaker 1
okay um, which gets a better, is there any better signal quality for the extender? I understand, understand that, but is plugging it in, uh, going to give me a better signal than having it Wi-Fi connected? Okay. Can, can you use, can you use the extender with any other, um, extenders to get a further distance? [silence]
05:00
Speaker 2
So connect it via Wi-Fi-R or wireless. For the extender Sir, that will allow you to extend the Wi-Fi range of your Wi-Fi router. So you can place Not necessary Sir. However, wired will just have a stable connection between the extender and the Wi-Fi router. You can or however. There's a disadvantage if you're going to connect the other extender to, um if you're going to connect an extender to the other extender because, um range extender is using a half duplex connection. So, first route, uh first extender if it's connected to your Wi-Fi router, um if it's connected to the Wi-Fi router, you're you will actually get half of the speed that you're that you have originally with your Wi-Fi router. So, if you're going to connect another extender to the first extender, so that will that will create another half connection from the first extender, so it will actually decrease or minimize the connection from the Wi-Fi router. You can actually use um another or you can actually use two Wi-Fi extenders but you have to connect it directly to the main router. [silence]
05:00
Speaker 1
Okay. So, here's a, here's another question. Um, can I, um, I, I'm trying to use, uh, I'm, I'm trying to have my WiFi, um, work with my smart, smart, uh, security system, um, so blink. And, and it seems like it doesn't, it, it's not strong enough to work, to pick up the cameras that are outside my home. Anything I can do to enhance that? I'm saying 40 feet away. Yes.
07:00
Speaker 2
Well... how far is that one to the main router. Like do you have any estimated figure? is how far? 40 feet from the main Wi-Fi router. Well in that case sir uhm you can actually
07:00
Speaker 1
So, uh then I should go wireless in that situation, correct? Okay. Well, I appreciate, uh that's pretty much all the questions I had. I appreciate your help. I didn't know if it, if uh, if it was enhanced, if it was plugged in directly, or if, if going wireless works just as well. I didn't know.
08:00
Speaker 2
Really place the extender halfway between the main Wi-Fi router and then your from your security camera. So at least you'll have a much more stronger Wi-Fi connection for your security camera connected to the extender, which Wi-Fi. Correct, yes. Yeah, but no, but so far so for your connection, um it's it's okay if you just use the extender via Wi-Fi. So at least it will help extend the Wi-Fi router going to your security camera or other devices. Just place it halfway.
08:00
Speaker 1
Okay. Um, and so, just press the button on the side of the unit of the extender to uh, get conduc conductivity. Yes. Yes. You know, I don't recall exactly. I originally had it about halfway from the furthest camera that I have. And I moved it so I could have it why directly wired. Um, but if I don't need to do that, I can put it back there. I don't recall exactly how I did it. But, but your, your easy instructions on the packaging here are, are so very um, they're just like one, two, three steps. Like there's only three steps you actually had to do.
09:00
Speaker 2
away so it will stabilize the connection but so far 40 ft is still a good distance if you're going to place the extender halfway okay you mean the WPS button?
09:00
Speaker 1
3. easy setup use the push button connector on the sink- range extender with your router start streaming and gaming on your home Wi-Fi. that's all it is. um, if that's all I have to do, that's great. okay. that doesn't have to be logged in to any other system just just through the WP uh, what is that? a W.
10:00
Speaker 2
We'll, yep. Yeah, for that one, sir, we have, yeah, we can actually press the WPS button from the extender and then also the Wi-Fi router so they will synchronize. We have two options, sir, WPS. Yes, we have two options to set up the range extender. First method is the WPS where you press the where you press the WPS button of the extender and then the WPS,
10:00
Speaker 1
[silence] Okay. Well, I appreciate your assistance, and I'll give that a whirl. Okay. I didn't know you guys are pretty specific about whether or not you're guaranteed. I would think that the support probably
11:00
Speaker 2
press button on the Wi-Fi router, if it won't connect that way. [silence] [boost] So you have to use the you have to use a web base set up. So you have a to connect to the Wi-Fi of the range extender and then set up using a web browser. Like go uah you have to go to extender.linksys.com. So you can you can associate the extender back to the E A 6700 Wi-Fi network. [silence] Okay, so, I'll write if anything else you can just give us a call, okay?
11:00
Speaker 1
stays with the unit as long as I'm using it.
12:00
Speaker 2
uh No, sir. uh well. V - we do have um for our warranty policy, um for this type of devices and then the extender, we do have one year of warranty support. So after one year, um more likely, uh once it's out of warranty, for in case the device needs further troubleshooting, we do have a paid connect service where um that's uh where you actually will pay $15 for 60 minutes of troubleshooting and then we'll walk you through with the whole process if needed, uh depends on what type of issue you're having, for your router and for your extender. That's $15. but um but if aside from that one, if you can actually like um do some work around on your devices, we can actually send you a text.
12:00
Speaker 1
Okay. Okay. I appreciate it. Thanks for your. I think I'm great. Thank you for your help. All right. Bye now.
13:00
Speaker 2
an email step-by-step, so, um, that will help you with the troubleshooting. Okay, sir. Right. So, yeah, any follow-up questions, sir? You're welcome, sir. You take care, okay? Thank you for calling Linksys. Bye-bye.
13:00