V2 Rubric Detail — 173b7464-794a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:50
Duration
43m 47s
Contact
James Konopasek
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00135985
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 (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall41.0% (+15.1)

V2 Grader Summary

The agent demonstrated ownership and made multiple troubleshooting attempts despite the device being out of warranty, but provided materially inaccurate technical guidance (wrong URL, incorrect LED behavior) and used an unauthorized remote tool. The issue remained unresolved, and no clear next steps were established, resulting in an ownership gap due to failure in technical accuracy and customer effort reduction.

V1 Case Analysis

Customer reported RE-7000 range extender connects to Wi-Fi but has no internet after Comcast router replacement. Agent performed factory reset, attempted setup via extender.linksys.com, used unauthorized Zoho remote session, and failed to verify main router's internet status. Advised customer to contact ISP and call back. No resolution achieved.

Troubleshooting Steps
  • Guided customer through factory reset of the RE-7000 (reset button hold until orange flash).
  • Attempted to access extender web UI via extender.linksys.com (agent incorrectly stated 'extender.lankis.com' at one point).
  • Initiated an unauthorized Zoho remote-access session to view the customer's computer.
  • Checked Ethernet ports and attempted to change connection mode from wired to wireless.
  • Attempted wireless setup after wired setup failed.
Key Observations
  • Agent used an unauthorized third-party remote-access tool (Zoho), violating Linksys security and support policy.
  • Agent provided incorrect URL 'extender.lankis.com' instead of 'extender.linksys.com'.
  • Agent failed to verify the main router's WAN/internet status before troubleshooting the extender, leading to wasted effort.
  • Main router lost internet during the call, which the agent acknowledged but did not properly diagnose or escalate.
  • No escalation or self-help path offered despite out-of-warranty status; agent defaulted to vague 'call back' advice.
Positive Highlights
  • Collected full customer contact information and confirmed out-of-warranty status using serial number lookup.
  • Correctly guided customer through factory reset procedure for RE-7000 range extender.
  • Maintained a calm and polite tone throughout the call, even when troubleshooting failed.
  • Recognized that the main router had no internet and correctly advised that the extender cannot function without upstream connectivity.
Agent Errors / Gaps
  • Initiated unauthorized remote session via join.zoho.com, violating Linksys policy.
  • Provided incorrect URL 'extender.lankis.com' at [36:00], which is not a valid Linksys domain.
  • Failed to verify that the main router had internet connectivity before focusing on the extender, a critical troubleshooting omission.
  • Did not follow Linksys escalation protocol for out-of-warranty hardware; no paid-support or self-help options offered beyond 'call back'.
  • Misidentified customer's ISP as AT&T at [04:00] before correcting to Comcast, showing lack of attention to detail.
  • Gave unclear instructions during remote session, including asking for password without confirming field context.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; the extender remained without internet, and the only resolution offered was to contact Comcast and call back later.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed a factory reset, attempted setup via browser, and initiated a remote session, but failed to test internet at the modem or confirm if the main router had connectivity before troubleshooting the extender.
R3 Met Correct resolution path conf 88%
Agent acknowledged the device was out of warranty but continued troubleshooting with best-effort support, including reset, reconfiguration, and remote diagnostics, aligning with OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (no internet on extender) and pursued logical steps, but did not ask whether the main router had internet, skipping a critical diagnostic step.
T2 Not Met Appropriate tools / resources used conf 97%
Agent used an unauthorized third-party remote tool (join.zoho.com) and provided an incorrect URL (extender.linksis.com), neither of which are approved or secure for Linksys support.
T3 Not Met No misinformation conf 96%
Agent instructed customer that the reset light turns green on RE7000 (KB states LED blinks orange when ready for setup) and used 'extender.linksis.com' instead of 'extender.linksys.com', providing materially incorrect information.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and attempted transitions, but long silences, unclear instructions, and loss of direction during remote access attempts disrupted control.
C2 Partially Met Confirmed understanding conf 82%
Agent used some technical terms without simplification, but adapted to customer’s use of iPad and attempted clarification; however, repeated incorrect URLs undermined clarity.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the case, initiated multiple troubleshooting attempts (reset, setup, remote access), and offered to assist again upon callback, demonstrating ownership despite unresolved outcome.
O2 Not Met Proactive follow-through conf 95%
No specific timeline or action plan was given; the only next step was 'contact Comcast and call back,' with no proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history was referenced or evident; this was the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted—issue was within scope of L1 support despite complexity.
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 88%
Agent remained polite and thanked the customer, but did not explicitly acknowledge frustration or the inconvenience caused by the ISP change.
X2 Partially Met Tone & rapport conf 85%
Agent attempted to guide the customer through steps and adjusted to device limitations (iPad), but continued giving incorrect instructions without verifying comprehension.
X3 Not Met Overall experience conf 94%
Customer repeated information (device status, setup progress), performed redundant resets, and switched devices unnecessarily due to agent’s shifting approach.
Call Transcript71 turns · 77 lines
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[silence] Hi Clark, my name is Jim. Clark, I have a a Lynx ERE 7,000 extender. And it's been working flaw it's been working flawlessly. And then my internet provider Comcast gave me a new router or modem box. And this time, I can connect via Wi-Fi and see it, but it will not connect to the internet. Noway no how I and I've tried all the troubleshooting and I suspect there could be an IP address conflict. Um so anyway, if you could either help or direct me to help, I'd appreciate it.
01:00
Speaker 2
Um, hi. Thank you for calling us. My name is Clark. How can I help you? [silence] Mm-hmm. Mm-hmm. Oh. Mm-hmm. Mm-hmm. [silence] Yeah, sure. Definitely, we can and assist you regarding on that, but in order for me to better assist you then, um, I might need to gather some of the information first on the existing file that we have here from your bank. [silence]
01:00
Speaker 1
Sure, thank you. Yeah, James. Last name is Ko, N as in Nancy, o, P as in Paul, A, S as in Sam, E, K. Yes. Correct. Yes. Good. Yes, uh, J L. [silence]
02:00
Speaker 2
All right. Can I have your first and last name, please? Uh, K for Kilo, is that, right? Okay. All right, or got it. Thank you so much, Sir James. Um, and then can you also please verify the phone number shown in our system? It's 904-476-6550. Is that, right? Okay. In case our call get disconnected, I'll be using this phone number so that I can give you a call back right away. Okay? Um. All right. Can I have also your email address, Sir J.
02:00
Speaker 1
[KEEP_UNCERTAIN] K, K-O-N, K-O-N-O at YM Stratus, stratus at YM dot com. Okay, so I'll unplug it from the wall and read it from the back. Then it's probably a micro print. Yes, it is. So magnifying glass. serial number and when you're ready is the number '18, yeah, the number is 18. X is x x x ylophone. The number 10 is in Paul 0 one. A is in Albert,
03:00
Speaker 2
yahoo.com perfect thank you so much so since I already have your personal information then I'll be asking now for information of your links this uh device can I have the serial number for that one please [ silence ] okay yes sir
03:00
Speaker 1
00-399. Yes. Now it would be Comcast, Xfinity. Good.
04:00
Speaker 2
All right, got it, thank you so much, and again, based on our information, the model number of this extender is RE-7000, is that correct? Okay, and again, correct me if I'm wrong, your internet service provider is AT&T, is that correct? Oh, oh, Comcast, I'm sorry for that, all right, thank you so much, so just give me a moment, okay? All right, thank you so much. All right, so for these, uh, one third, James, um, based on our system, uh, using the serial number of your device, it shows that the device is already, um, it shows that the device is already out of warranty, last June 1st of 2021, so I just want to set your expectation.
04:00
Speaker 1
Perfect. Thank you very much. Yeah. I renamed the name of the extender and gave it a new password and also the new router came with um you know
05:00
Speaker 2
okay that if ever we cannot like reconnect this device uh we may not be able to process a replacement since device's already out of warranty but we can still proceed and provide you some troubleshooting okay okay thank you so much so um right now I I believe so the Comcast has provided you a new router is that correct okay um is these range extenders they are broadcasting your the the wi-fi name of the old router that you have the one that has an ext on the last
05:00
Speaker 1
the WA3 protocol. So I, and, and my understanding is the 7,310 is not compatible, it's WA2. So I changed my, um setting on the around. I I changed the router to WA2 to be compatible. So I cleared that. Yeah, that in. By the way, I'm using a wired connection. Okay.
06:00
Speaker 2
Secret mode. Okay,got it. Thank you. Thank you so much for that. all right. So what we, what we need to do right now. Um, sir James, is we might need to reset again. Um, we might need to reset your range extender and we will go ahead and proceed with the setup process and let's try if the range extender will be able to connect to your main Wi-Fi. okay? So, um, can we plug in, uh, back the range extender?
06:00
Speaker 1
correct, uh, correct, uh, it's 100 ft away in a garage and so I've routed a lot of wire down to it, so it's directly connected. Uh, I'll let you know when it's flashing orange. Uh, iPad, uh, yes, okay, I'm blinking orange. Um, so before I plug in uh, the ethernet cable, I'll do a reset. Is that correct?
07:00
Speaker 2
wired access point is that correct all right okay got it sir okay and then in order for us to set up or configure the range extender do we have like a computer or laptop iPad okay we can use that one okay
07:00
Speaker 1
Sure. Welcome to DocuWrench. So, you just have to hold down that light bulb button for two seconds. All right. It's not unplugging. That's good. So if you're looking for the light bulb, it's the white light in the front right-hand corner. Okay. You keep holding it down? Hold it down until it flashes orange? Okay, you're going to have to hold that down. Okay, that's good. So now we'll wait for it to flash orange again. [silence]
08:00
Speaker 2
Um, yeah, we need to reset the range extender. So, what we need to do, um, right now, um, Sir James is on the side portion of the range extender, you see the reset button. So, what you just need to do is you just need to press and hold the reset button. Once the light flashes green, then let go of the button. Okay? Yes, that's correct. [silence]
08:00
Speaker 1
Okay, now it's orange. May I plug in the ethernet cable? Okay.
09:00
Speaker 2
Um yes please All right And then right now using your iPad Uh can you please go to your settings And go to your Wi-Fi
09:00
Speaker 1
Okay, and I do indeed see the extender. So, I'll, hit that. [silence] A little slow connecting to that. [silence] No, it hasn't yet. It's uh, still looking for it. I mean, it saw it. And then, I, it's still spinning. That's unusual. It's still spinning. In the past, it's connected pretty quickly.
10:00
Speaker 2
Yes. Can you... Can we connect to that? [silence] All right. Uh it has already like a check mark. That means you're already connected. I'm spinning. It disappeared. Okay. All right.
10:00
Speaker 1
okay now I'm connected. Yes. okay. okay that's done and now let's start setup of wired extended give it a name.
11:00
Speaker 2
okay. Uh, you... okay. and then let's open a browser, and then um once you're open once you open a browser on the address bar uh let's type in extender.Linksys.com. okay, that's right. that's right.
11:00
Speaker 1
So I can give it any name I want. Okay. W PA 2, yes. A s-word. Now on the major extender admin password change, I can use the same as um the access point.
12:00
Speaker 2
That's right. That's right. [silence] Yeah.
12:00
Speaker 1
I'm getting an error message here that I did something wrong. Passwords don't match. Oh, I see.
13:00
Speaker 2
Let me know once dinner is there.
13:00
Speaker 1
Okay. So, um, I'm confirming and seeing everything I put in. So I'm all set. Yes. Yes, correct. Orange.
14:00
Speaker 2
okay and then you're now on the pages as your extender is set up is that correct sir Zane okay um can you tell me um what is the light now in front of the range extender solid orange or flashing orange
14:00
Speaker 1
what flashing orange? yes it's a role run. okay I am now logged into it. and so as the wife I yes and it says no it says no Internet connection below it which with which is the issue uh going on?
15:00
Speaker 2
okay. can you try to check if the extended network that you created is now showing up or not yet? uh-huh. are you not connected? uh-huh. so no internet it shows.
15:00
Speaker 1
John and everything I Google and AI. The only thing I could think of, was it could be an IP address conflict, but, um, that's over my knowledge on, uh, researching. Yes, it should take me about a minute to, to get it set up and going. Windows.
16:00
Speaker 2
Okay. Uh, how about this, one Sam, um, aside from these I pad that you have, do you have like a computer or a laptop that is available right now? Okay. All right. Yeah. Uh, and then is your computer like a Windows or an Apple? Okay. Because here's the thing that I can help you with also, um, I can do like a remote access on your computer and I'll be the one to check the configuration, especially on the range extender if that's okay to you then. All right. Let's do that. Uh just let me know once your computer is up and running, okay? Um, and then I'll be putting this on hold for about like two to three minutes, uh sir James. I'll be right back. I'll just check something here in my end, okay? Just stand the line. Thank you so much. [silence]
16:00
Speaker 1
[silence] OK. Fresh in your D? Yes. Yes. OK. I'll agree and download, go to do that. [silence] Thank you.
20:00
Speaker 2
join.zoho.com. All right? Okay, so here's my session ID. So it's 828-0761156. And then enter your first name and then hit join session. That's right. Click that. And then once you click agree and download, a file will be downloaded on your computer. So once the file is ready, you just need to double click it and run it to your system. all right so i can see now that we are now connected so just give me a moment okay so yeah i can see now your computer screen so let me now gain the control uh you don't need to worry and this type of connection because whatever uh whatever i'm doing would not do anything on your system okay
21:00
Speaker 1
And I'm backing away. Hands off. Okay. Okay. [silence]
23:00
Speaker 2
you can watch it on your end. Okay? Um, Okay. So let me just turn on this one so that I can um see all the devices connected to your network including the range extender. I think this is not showing. Um, just give me a moment. Oh, okay. All right. Oh, it's incorrect.
23:00
Speaker 1
I'll try. I don't know, see if I can look it up on my other one. One second.
25:00
Speaker 2
hold on just came in the house Mhm. You want to use the same same email and the same username? Okay. All lowercase? Mhm. Uh-huh. Uh T for tango. Okay. Yeah, sure. Okay. [silence]
25:00
Speaker 1
the the number 1-1-7. and then lowercase C as in Charlie. Y as in Yahoo. G as in Peter. and then the exclamation mark. if that works. Oh. go ahead. the other one should have worked. and...
27:00
Speaker 2
Mhm. Okay. Oh, it's not. Okay. Let me try to. Or how about. Okay. Hmm. How about this one? Um. Let me try to access it. No, I cannot. um. Hmm. [silence]
27:00
Speaker 1
Admin is correct because I just logged in. Unfortunately, the word. The password is hidden in dots. Let me count that. The username is all lowercase admin. I had it as it's not showing up, the one second. I'm going to count dots here. Me.
28:00
Speaker 2
of it? It should go up here. but the password um is the is the password uh is the admin all lower case? Okay. What is the password? It's jl. Okay.
28:00
Speaker 1
I'm logging in on my iPad. and I was able to do that but I like don't recall the password, unfortunately. So so filling it in automatically. Oh, show password. Okay. The password in is capital capital K 334 11604. Yes, capital capital K. Yes. Now that's the Wi-Fi uh password. I don't think that's what you want though. Okay.
29:00
Speaker 2
uh uh huh uh huh uh huh oh okay three three four so this is the password K ah three three four four one six zero four let's start is that correct okay okay all right we got it we got in okay
29:00
Speaker 1
[silence] excluding telephone but Ethernet ports, it has I believe four. It has four.
30:00
Speaker 2
Let me check. Oh, it links to spread sheet is not showing on the list. I'm sorry, the link says device is not showing. That's why. How many ports does it have? Four. Okay. Okay. Could you please try to use a different port?
30:00
Speaker 1
However, however, I then have a switch and the extended is actually plugged into the switch and that's another that's another four ports right there. So a total of eight ports. Absolutely. Yes. I'll do it directly. I'll do it directly to the um se OK, it's directly to the router now.
31:00
Speaker 2
Oh, okay. Okay. Um, could you please try to probably transfer it to a different port? Okay. Thank you so much. Okay. And then, is it still flashing amber?
31:00
Speaker 1
Yes, it is. And we're not ruling out that the router could have been damaged by a surge of some kind. Short.
32:00
Speaker 2
Okay. Me me let me try to, re re Refresh again the page. It's not really showing. um How about this one uh sir James? Uh let's try to connect the range extender first via like um while it's not connected to the with the ethernet cable and then once we'll be able to connect it then we we can switch it to the wired Access container, okay?
32:00
Speaker 1
Okay. Okay, I'm unplugging the ethernet cable, correct? Okay. So now it's going to go through the reset process. [silence]
33:00
Speaker 2
[silence] yes, that's right. [silence] Uh-huh, that's right.
33:00
Speaker 1
Okay, so that's now orange. Yes. Yes. Yes. Yes.
34:00
Speaker 2
Mhm. Flashing orange right now? Okay. Uh, let's go ahead and reset it. Oh, it's already reset. Okay, got it. Okay. Um, the computer that you have right now, um, Sir James, can we wire this one directly to your to your router or to the switch? Is it possible? Okay, can we do that? Alright.
34:00
Speaker 1
Actually, no. My laptop does not have an ethernet connection. [silence] Okay, my iPad or my laptop. Okay. What do you want me to do on the iPad? Connect the Wi-Fi. [silence]
35:00
Speaker 2
oh okay so um how about this one again uh let's use your iPad okay and can you connect it to oh it's already showing let me try it's showing and available okay so um yep can you on your laptop can you connect it uh please oh I mean I'm sorry on your iPad I'm sorry for that on your iPad yes to the link if extender setup
35:00
Speaker 1
Okay, connected. [silence] on the iPad. [silence] Yes. [silence] [silence] Okay, I'm in it now. [silence] So as a wireless network extender, [silence] [silence] Okay, right now it's asking me, how do I want to connect? [silence] [silence] So we'll, [silence] wireless, so I'm going to hit that. [silence] [silence] [silence] [silence] [silence]
36:00
Speaker 2
Okay. And then can you please open a browser again? and then access the um, extender.lankis.com oh, extender.lankis.com Okay, uh, before... Uh-huh. Did you click already? Uh, what... Okay, yeah, um, the other option, not the wired. Yes, the wired.
36:00
Speaker 1
So it sees my household Wi-fi it does not see the extender. Okay, so right now it says choose your wireless network and I'm saying a bunch of options. What are we looking for? Got it. Okay.
37:00
Speaker 2
can you choose it? and then enter the password? can you choose your Wi-Fi, your main Wi-Fi?
37:00
Speaker 1
Right. looks like my system did a reboot for some reason. My main um
38:00
Speaker 2
and uh huh your router
38:00
Speaker 1
I did not reboot it, but it could just be a very bad coincidence that something happened outside in the street. Yes. Well, let me ask you this, uh, where were we going with this? What was your plan? [silence] Okay. [silence]
39:00
Speaker 2
It rebooted. Oh, okay. I see. Because it seemed that I also lose the connection on the computer. Mm-hmm. Mm-hmm. My plan for this, onesir, is uh first we will gonna connect um the um range extender first wirelessly from your router. So, it's a wireless uh range extender. And then once it's connected and I was uh and I will be able to access the the settings or the page, then we will gonna switch its connection pipe to wired access point after.
39:00
Speaker 1
I'm checking now I regret we're dead in the water apparently
40:00
Speaker 2
That's my plan, if it will work. And also, I'm going to check if the range extender is running on the latest firmware version. So, the router is still booting up. It's down right now. It's no internet right now. Uh huh. That's actually good.
40:00
Speaker 1
Yeah, we have to go ahead go ahead Yeah, it might even be um, I know it started. I heard it goes for reboot [silence]
42:00
Speaker 2
correct. That's right. Um, so, but right now we cannot do that one since your main Wi-Fi router is not getting any connection at all. So, technically, it will still not, it will still not happen. Uh, try to uh, how about try to reboot your router, sir, and try to check if it will regain connection or not? Okay. So, um, how about this one? You can try to cause we really need to make sure that the internet is working. Um, we can try to wait for a couple of minutes, but if it won't, but if it will not regain, then,
42:00
Speaker 1
Okay, okay. Very good. Thank you for your help. I regret this happened. But okay, that's where it happens. Okay. Very good. And you're very calm and clear. I appreciate it. Okay. Later on. Bye.
43:00
Speaker 2
The only recommendation I can do is you can contact Comcast. And then once the connection is back, you can just give us a call back, and then if you want me to uh, give you like assistance you can just give us a call back and look for me then. So that I can give you like a call back then. Okay? Alright. That's fine. No need to worry, no need to worry. Just give us a call if internet is back, and then um, just look for me then, okay? Thank you so much.
43:00