V2 Rubric Detail — 1b032354-7589-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 20:11
Duration
30m 4s
Contact
kris Rebello
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135543
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical3.44/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall23.8% (-4.2)

V2 Grader Summary

The agent failed to resolve the extender connectivity issue and provided disorganized, incomplete troubleshooting. No empathy or clear call control was demonstrated, and ownership was lacking. While the technical advice given was accurate, the overall handling did not advance the case, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect Linksys extender to Wi-Fi; extender reports password error. Agent provided incorrect URLs, failed to obtain model number, and misdiagnosed issue as ISP-related. No resolution achieved.

Troubleshooting Steps
  • Asked customer to connect to extender's Wi-Fi SSID.
  • Attempted to guide customer to access extender admin page via 192.168.1.1 and extender.linksys.com.
  • Instructed customer to perform a factory reset of the extender.
  • Suggested forgetting the main Wi-Fi network and re-entering the password.
  • Advised restarting the primary router and contacting ISP.
Key Observations
  • Agent provided a materially incorrect and hallucinated URL 'extenter at linsey.com' at [13:00], which is not a valid Linksys domain and contradicts KB guidance.
  • Agent failed to obtain the extender model number, a critical omission for accurate troubleshooting and protocol compliance.
  • Agent misdiagnosed the issue as a router/ISP problem without verifying the primary router's status or confirming Wi-Fi functionality beyond the extender.
  • Troubleshooting lacked validation; agent did not confirm whether steps like reset or reconnection succeeded before moving to next step.
Positive Highlights
  • Agent collected the serial number and email, indicating an attempt to open a case and document the interaction.
  • Agent correctly instructed the customer to perform a factory reset of the extender, a valid troubleshooting step per universal_factory_reset.md.
  • Agent repeatedly attempted to guide the customer through reconnecting to the extender's SSID and re-entering the password, showing persistence in basic troubleshooting.
Agent Errors / Gaps
  • Provided an incorrect and hallucinated URL 'extenter at linsey.com' for the extender admin page, which is factually wrong and unsafe per KB (correct URL is extender.linksys.com or myrangeextender.local).
  • Failed to collect the extender model number, a required step for accurate support and protocol compliance.
  • Mis-diagnosed the issue as a Rogers router problem without confirming the router's functionality or isolating the extender issue.
  • Did not offer a proper escalation path or self-help resources after repeated failures, leaving the customer without a valid next step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the extender connectivity issue; customer remained unable to connect and was advised to contact ISP without a solution.
R2 Not Met Diagnostic thoroughness conf 95%
Troubleshooting was disjointed: repeated Wi-Fi reconnection attempts, vague instructions to use 192.168.1.1, no verification of LED status, IP acquisition, or factory reset success.
R3 Not Met Correct resolution path conf 93%
Agent did not determine warranty status, failed to perform best-effort troubleshooting for an out-of-warranty extender, and incorrectly attributed fault to ISP/router without ruling out extender-side issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (extender not accepting password) and asked for serial number and ISP, but omitted key diagnostics: model, LED behavior post-reset, DHCP status, and main router Wi-Fi accessibility.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent suggested using 192.168.1.1 and extender.linksys.com and advised factory reset — appropriate tools — but did not guide verification of reset success (e.g., LED pattern) or confirm IP assignment, leaving diagnostics incomplete.
T3 Met No misinformation conf 96%
All technical instructions (15-second reset, case-sensitive password, correct URLs) were factually accurate and consistent with KB guidance for RE series extenders.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, expectations, or structured transitions; long silences and repeated back-and-forth showed poor control under customer confusion.
C2 Not Met Confirmed understanding conf 92%
Agent used generic language, did not confirm understanding, and failed to adapt explanations despite repeated customer confusion and failed attempts.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent repeatedly shifted responsibility to the ISP and did not take ownership of resolving the extender issue, ending the call without resolution or follow-up.
O2 Not Met Proactive follow-through conf 93%
No concrete next steps or timeline were set; only vague advice to 'restart the router' and 'call them' with no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent decided not to escalate; given the nature of the problem (Wi-Fi password/extender setup), escalation was not warranted after reasonable L1 effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged the customer’s frustration or repeated attempts; no empathy statements were made despite clear signs of fatigue.
X2 Not Met Tone & rapport conf 93%
Agent maintained a single, procedural tone despite customer confusion and frustration, failing to adjust communication style or engagement approach.
X3 Not Met Overall experience conf 94%
Customer was asked to repeat information multiple times and perform steps that could have been handled more efficiently (e.g., agent-side verification of reset or IP status).
Call Transcript52 turns · 55 lines
Speaker 1
You don't have to register. PJ tell me you're sorry. Hello, hi, I'm calling from Canada and so we purchased the Linksys carousel today and we've
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 may be available depending on your... Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.Thank you for calling Linksys. This is May. How can I help you?
00:00
Speaker 1
You band down to five, but we have just tried multiple times, but it's just not connecting to the Wi-Fi. And, we have tried in multiple times. I can give you the serial number and other details. yeah, give me just one moment. One eight x-ray 2055, mother to five, Bravo, 00 491. yes, correct.
01:00
Speaker 2
Yeah, I need the serial number. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. four nine one. So I have your one eight X-ray two zero Mary two five Bravo zero zero four nine one. Okay and what's your active email address?
01:00
Speaker 1
Uh, my email, you need a new email address? Okay, yeah. So it's Chris K-R-I-S. Chris. [silence] underscore, uh, Bell, which is R for Romeo, E for Eko, B for Bravo, E for Eko, L for Lima, L for Lima, O for Oscar. [silence] Krebello. That's Romeo, Eko, Bravo, Eko, Lima, Lima, Oscar, uh, hotmail.com.
02:00
Speaker 2
Just any active email will do. This is for your account here in our system. [silence] Uh pardon. Can we start again please? After the chris underscore go ahead. [silence] Okay. Uh-huh. I believe your first name is Chris and last name is Rebelo. I mean is that correct? Okay. And who's your internet provider? [silence]
02:00
Speaker 1
Rogers. You do have. Correct. Okay. And I should plug it in. Yeah. Just give me one moment. I am plugging it at the moment. So right now, there is no lights that have come up. Now, there is a blinking, give me one second. Okay. Yeah. Right now there is a blinking green.
03:00
Speaker 2
Okay, just to make sure, you have there a router, right? Because the extender you've got, it will just gonna extend your router's Wi-Fi. Okay, good. Now, what's the light indicator of your extender? Yes, you can unplug it back in. Okay. Okay, go to the settings of your phone and go to Wi-Fi. [silence]
03:00
Speaker 1
Yes. Give me one quick moment. Yes, I am in Wi-Fi right now. Oh, yeah, I don't find that it's not coming up at all. It's not coming up. My, give me one quick moment. Okay. Okay. So link is set up hyphen 86, which is the last three digits of the Mac numbers. So, if I cannot, [silence]
04:00
Speaker 2
settings and Wi Fi. connect to the wi fi name which is velop setup velop setup. I mean sorry. It should be linksys extender setup linksys extender setup wi fi name. Can you see there your wi fi underscore e x C? Hmm. [silence] Put the password in one at a time.
04:00
Speaker 1
connected it but it shows no internet access yes it's blinking orange right now yeah there is uh I mean right now there is uh linksys extender setup hyphen the last three digits of the mask number OK okay just a moment yeah I opened the browser OK
05:00
Speaker 2
Okay, the extender, is it still blinking? Okay. There's really no Linksys extender set up on the Wi-Fi list. Am I right? Yes. Okay, select... Okay, yes, stop that network. Stay connected even though there's no internet. Okay? Once done, just open a browser. On your address bar, type there extender.extender.
05:00
Speaker 1
OK. OK. [silence] [silence] Yeah. [silence] extender.linksys.com. Yes. OK. So it says you're not connected to range extender's network, yet we can help. [silence] [silence] Give me just [music] [music] Yeah, it is connected. [music] [music]
06:00
Speaker 2
Yeah, top door top, stretch. Uh, double check your phone, if it's really connected to the extender's wifi name. Linksys extender setup, wifi name. Okay. Now going back to the browser, type there, uh, type instead this time, these numbers. So make sure it's typing on the address bar. Yeah. it's 1-9-2, do 168, that one that one. Uh-huh. try it one more time, same numbers. open a new tab and access 192.168 that one, that one. [silence]
06:00
Speaker 1
OK. So it comes up as uh one it OK. Uh to access the admin panel in the address bar, you can click on the button below. Log in and admin by the two buttons. Uh log in and admin. OK. Okay, 15 seconds. OK, give me one quick minute.
08:00
Speaker 2
Yeah. That's not still the correct page. This time Chris kindly grab a sharp pointed object and then press the reset button of your extender that's the small pinhole. Press and hold it for 15 seconds while it's plugged into the outlet.
08:00
Speaker 1
Okay there is a uh blinking green light right now. Okay, I am in the settings, what uh Okay, give me one second. Okay, right right now nothing's coming up. Okay, yeah the uh uh uh. No, it's not it's not coming yet. [silence]
09:00
Speaker 2
Okay, go back to the settings of your phone to the Wi-Fi. Reconnect your phone to the Linksys Wi-Fi extender set up Wi-Fi name. There's no Wi-Fi yet.
09:00
Speaker 1
Okay, there is the Linksys extender set up right now and connected, no internet access is what it's showing me. Okay? Yeah, okay. Okay. Uh, one dot one. Is it possible [silence] [silence]
10:00
Speaker 2
Turn off and on your Wi-Fi. [silence] Connect your phone. Okay open a browser now. And use the same numbers, 192.168.1.1. [silence] Stop Go Now, tap search.
10:00
Speaker 1
You to do it via the WPS button or is it? Because it's the page and the page is not coming up. Yes. Okay. Check. Okay. Okay. Check. It says that you are not connected to the range extender's network. No, I do not. No. Yeah, I have a second phone, so I can check it on that.
11:00
Speaker 2
and and it's still you type it's still your address bar 192.168.1.1 the URL bar. Try one last time extender.linksys.com. Extender.linksys.com. Okay, do you have a computer? Do you have a computer or iPad? Okay, if you don't have one, do you have another browser on your phone? [silence] do you have a computer? Do you have a computer or iPad? Okay, if you don't have one, do you have another browser on your phone? [silence]
11:00
Speaker 1
[silence] Okay. Bill's trying for [silence] I think. [silence]
12:00
Speaker 2
okay. Connect that phone to the the the Saunders Wi-Fi. Stay connected, even though there's no internet.
12:00
Speaker 1
Yeah, I'm right now just checking it. Just a second. Okay, so links is extenders. But. Okay. And Xtendo Dot Lienks spelling every time. Okay. Okay, yeah. Welcome to
13:00
Speaker 2
It should be extenter at linsey.com
13:00
Speaker 1
[silence] How do you want to use your... Yes. Yes. I have two of my my wifi name shows two wifi means two on that one is... and select anyone. Okay. And
14:00
Speaker 2
Okey, top, start, setup. As a wireless, but not as a wired. [silence] Okey, just stop the other one. Only, select, one. yeah. and type your password. [silence]
14:00
Speaker 1
It's connecting to network right now. So. Okay. And Pooding. Okay. [silence] Is it safe to connect to this network? Connecting to the network. No, it's not yet connected. Uh, yeah, it's saying to enter the Wi-Fi password. Yeah, I'm,
15:00
Speaker 2
That's the message, now. There should be no space. It's still loading or you're stuck on the page where it asks for your Wi-Fi password. Yeah, your Wi-Fi password. You have to enter it in order for you to proceed.
16:00
Speaker 1
Yeah, I'm doing that right now. This is every put the password. It says connecting to the network. It's taking some time. Uh we are approximately 15 to 20. Uh It says that we're putting the correct password for the Wi-Fi, but it says the password does not seem to be working. Please make sure the password is correct.
17:00
Speaker 2
make sure it's the correct one okay and it's far from the router now how many feet away okay from the
17:00
Speaker 1
But we're using the correct . Give me just a moment.
18:00
Speaker 2
Yeah, try to do it again. It's case sensitive, so you need to type it correctly.
18:00
Speaker 1
It's, it's still not connecting. I mean, I do not know what else to do. Yeah, uh, yeah, Orange, Orange, and Orange, it's still blinking Orange.
20:00
Speaker 2
uh-huh. it's still loading. and the extender is it still blinking? okay. let's just remove this extender for the meantime. have it plug in within
20:00
Speaker 1
closer to the main router okay [silence] okay deate has the moment [silence] [silence]
21:00
Speaker 2
the area where the modem is located or the main router. Yes. [silence]
21:00
Speaker 1
Okay, I'm going back to settings. Okay, right now it's not coming up only. Okay, uh, Linksys Extender is set up. and I
22:00
Speaker 2
and all you need to do after a while is to check its defaultWiFi. Setup Wi-Fi new. Okay, connect to this one again. [silence]
22:00
Speaker 1
Next then. Home stop set up and there's an or necklace, yeah . Okay. I put the password. It's still rolling around connecting to network , yeah. So I'm putting the correct password, on. On my other devices just to make sure I'm not doing something which is case sent if it but uh This is a it means it's saying that the password does not seem to be working but I don't have the issue. I mean I try to forget it on my other devices but um but uh this is not happening. Okay. Okay. Oh just a fact. you think forget the
23:00
Speaker 2
Okay, try to forget the network on your phone instead and then type in the password you entered on the extender. So go back to the settings of your phone, go to Wi-Fi and forget the network. for your main Wi-Fi. Forget the network.
24:00
Speaker 1
yes, yes. Hmm. okay. Oh yeah, that's what I'm doing. So I forget it, and I'm now connected to the Lynn. this extenders. So, now. Okay, I'll do that. it's still on the connecting to the network page I put the password, it's still working on means.
25:00
Speaker 2
Or are you using iPhone? Okay, tap the i button right beside your main Wi-Fi and then select forget. Not the Linksys extender but your main Wi-Fi still Chris, select that and then type in your Wi-Fi password. [silence] Still it's praying. [silence] It's also same error. Okay. Is it [silence] yeah, [silence] I'm doing that. [silence] Or it's okay. [silence] Just a [silence] tap the icon right [silence] beside your main Wi-Fi. Yeah. [silence] Well, [silence] whatever's the case, [silence] and then go back to your, to your, [silence] to your Wi-Fi settings. Yeah. [silence] Okay. [silence] Just input your Wi-Fi password. [silence] Okay. Yeah.
25:00
Speaker 1
Yeah. No, it's still like going in circles right now. It's still connecting to a network. Yeah. The password doesn't seem to be working. Uh, no, I'm putting the correct password because when I'm putting it on the other devices, it kind of, it works properly. So it's, it's, I do not know what's the issue. Okay.
26:00
Speaker 2
showing incorrect password again. Okay. Let me know if you were able to connect to your main Wi-Fi. That only means your password is working. And you're not okay. Do you know someone who knows the password as well? Because that only means, okay, because even your phone cannot connect to the main Wi-Fi.
26:00
Speaker 1
No, my phone, if I'm directly connected to Y-Fi, it works. Yeah. We forgot the network earlier. Yeah. So, let me try that.
27:00
Speaker 2
It's showing incorrect password, right? But we forget the network earlier. Supposedly, if you tap that Wi-Fi again, it will ask for you to enter the password, right? Okay.
27:00
Speaker 1
[KEEP_UNCERTAIN] yeah it's just not connecting yeah I already I already said I mean so like I know the passwords are correct and putting the correct password the past the issue is not the password I do not know what's the issue is hello uh I it's a large router [silence]
28:00
Speaker 2
Okay. Therefore, I conclude, Chris, there's really, uh, it could be that the password is really incorrect right now. If you have someone there who knows as well your Wi-Fi password, try to ask 'cause that's also Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. That's gonna be the main router then, if you cannot even connect to your main Wi-Fi. So that means your main router maybe is preventing it. Um, is it a Linksys router? The router brand that you have? What kind of router is that?
28:00
Speaker 1
No, they're not open today. OK. I'll do that. No, no. Thank you.
29:00
Speaker 2
Okay. Can you call them first and ask them why your phone can't connect to Wi-Fi. Even though you're typing the right password. Because even if we'll proceed setting up the extender now, we will still going to encounter that error message, because it's not accepting your Wi-Fi password. Are they still open right now? You can try to restart the router though. Restart the Rogers router. If ever same issue still, then I can't really do anything when it regards to your router since I'm no longer technically trained for that. But yeah, you can try to restart it and check if you can connect to Wi-Fi after. [silence] You're welcome.
29:00