V2 Rubric Detail — 1b4eb452-65c3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 18:26
Duration
18m 53s
Contact
Joe David
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133142
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6350 reconfiguration
⚠ 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
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall32.3% (+12.3)

V2 Grader Summary

The agent failed to provide any actual troubleshooting or resolution for the RE6350 reconnection issue, incorrectly citing OOW status as a reason to deny free support despite policy requiring best-effort help. While escalation judgment was appropriate and some technical facts were correct, no meaningful progress was made, resulting in an unresolved outcome with high customer effort.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the reconnection issue; only sent a KB article and ticket ID without guiding the customer through setup steps.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps (e.g., power cycle, reset, LED check, reconnect to setup network) were performed before closing the case.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly refused free support due to OOW status instead of providing best-effort troubleshooting per policy; dismissed customer with paid support requirement despite simple reconnection ask.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent only confirmed product model and ISP; failed to ask about LED status, recent changes, or perform any symptom-based diagnosis.
T2 Not Met Appropriate tools / resources used conf 91%
No diagnostic tools (e.g., remote session, admin UI access, signal strength check) were used; agent relied solely on sending a generic KB article.
T3 Met No misinformation conf 97%
Agent correctly stated warranty expired in 2022, provided accurate ticket ID format, and directed to correct support portal URL.
Communication
C1 Not Met Clear & professional language conf 92%
Agent failed to set expectations, had multiple unexplained silences, and lost control of the interaction when customer expressed frustration.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but misidentified customer's name (Joe David) and did not confirm understanding of steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent created a ticket and promised to send guidelines but did not follow through on resolving the actual issue or verify success.
O2 Partially Met Proactive follow-through conf 88%
Agent gave next steps (check email, use ticket ID) but did not specify when email would arrive or confirm receipt.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent correctly decided not to escalate since the issue was OOW and resolvable via self-service; offered KB and portal access.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent said 'I apologize for the inconvenience' but did not acknowledge customer’s frustration about being charged for basic reconnect help.
X2 Partially Met Tone & rapport conf 87%
Agent maintained neutral tone but did not adapt to customer’s urgency or irritation; remained scripted throughout.
X3 Not Met Overall experience conf 93%
Customer was asked to log out/in of email, search portal manually, and could not find model-specific guide—creating unnecessary effort.
Call Transcript30 turns · 34 lines
Speaker 1
Yeah. Are you the Linksys, the extended, uh, the Wi-Fi extender? [silence] Are you the link, systems, uh, Wi-Fi extender? [silence]
00:00
Speaker 2
Welcome to Linksyst 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 1 now. For out of warranty products, 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. Thank you for calling Linksys. This is Ace. How can I help you? Pardon?
00:00
Speaker 1
I have the RE 6 three 50 model. My internet went down yesterday, and I can't get it reconnected to my two Wi-Fi extenders. Yes. Yes, 23 be as in boy 1 0 P as in Paul 0 A as in apple B as in boy 0 5 6 3 2.
01:00
Speaker 2
yes we are Linksys technical support do you have a Linksys product uh we see uh your range extender RE 6350 all right can you provide me sir the serial number of that range extender okay um can you say that again sir because your voice fades out
01:00
Speaker 1
Yes. Joe David. Joe, J-O-E, David, D-A-V-I-D.
02:00
Speaker 2
the middle. Right. So you have. a range extender model, R-E-6350. And there are two of them. Right. Let me create first a record for you. Sir, may I know your name. Paul. Your first name is David. That's see. And your last name is David. All right. Thank you, Joe. Uh, may I know your email address, Joe? So, it's M-E-Y-M-1. I see. So, it's M-K-E-Y-M-1.
02:00
Speaker 1
Xfinity. Xfinity. Xfinity. Xfinity. Xfinity. Xfinity. Xfinity. Xfinity. yes. I just, for some reason, yes, for some reason I can't connect, I just need someone to trouble
04:00
Speaker 2
Right. And who's your internet service provider, Joe? Uh-huh. So your Xfinity, uh, internet provider, uh, is a modem, uh, type router. Day? All right. So, that's, uh, your Xfinity router is the one that your range extender was connected to? Uh-huh. And since you have, uh, your power went out, your range extender disconnected, so you want them to, uh, set up or re-connect them again to your Xfinity router? Correct?
04:00
Speaker 1
I'm not paying and listen I bought your system why are you going to charge me to to walk me through how to to reconnect them you're what you're telling me that's Thanksgiving day
05:00
Speaker 2
yes alright Joe uh I can walk you through the steps on how to reconnect again your range extender but apparently uh your range extender is already out of warranty its warranty status expired last 2022 so I cannot uh provide you free assistance um if you still want me to walk you through the steps then you will have to apply for the paid connect service uh because because your product Joe is out of warranty so we cannot provide your free uh
05:00
Speaker 1
Yeah, please. I just, I don't know. I understand what you're saying, but again, I'm not telling you to fix anything. I'm just asking you for support on uh, how to reconnect it to my internet. It's a, it's a two-minute process of you telling me and boom, it's done. But if you're going to send me the link, that's fine too. So, yeah. So, I'm going to go ahead
06:00
Speaker 2
yes. yeah I apologize for the inconvenience Joe but that's that's how the protocol is for us to provide assistance if the product is out of warranty or it's only through the paid support or two email support. [ silence ] all right so I'm gonna send you the guidelines on how [ silence ]
06:00
Speaker 1
All right, thank you very much. I'll look for it. about how long? How long until you send it? Okay. Yeah.
07:00
Speaker 2
to reconnect again your range extender to your router or Xfinity router. So just, you're welcome. Uh, thank you also for. Pardon? Uh, uh, a minute, you know? I will send the guidelines to you because as of the moment, I'm, uh, creating a record for you, uh, ticket. If you don't uh, receive the email yet, you can also access our support site because we have a Linksys AI agent or support assistant and it can also provide you uh, technical support for free. All right. Okay, so Would you like to wait for the email or? [silence] Okay, hold on. [silence]
07:00
Speaker 1
What, uh... Yeah, I don't see it, yes. Still nothing.
09:00
Speaker 2
Did you already check your email?
09:00
Speaker 1
Okay. Oh. I'm not showing nothing from you.
10:00
Speaker 2
Can you log out from your email first? and then log back in? [silence] Alright, let me send the QB articles for setting up your range extender. Can you? Yeah, can you log out on your email though? Okay, give it a moment. Do not log back on.
10:00
Speaker 1
No, I don't have it. You have to write
13:00
Speaker 2
give it a moment to refresh your email. Okay, log back in now to your email. Check if you have received the guidelines. Yes, ah your ticket ID is L for Lima, T for Tango, S for Sam, 0012.
13:00
Speaker 1
it. said you send who'd you send it to he has a number one. Yep. Don't have anything yet. I'm looking in my junk right now. I don't see anything.
14:00
Speaker 2
[silence]
14:00
Speaker 1
Yeah? I'm open. L-I-N-K-S dot com Lys dot com Yep, I'm there. Where is that at? Check look at that.
15:00
Speaker 2
and then can you open a web browser Joe? [silence] And then go to support.linksys.ysIS. [silence] So support.linksys.com [silence] Okay. [silence] once you're there uh you will see check ticket status.
15:00
Speaker 1
Easy. I don't see that. Yep. Okay. Yep. Okay. What's the ticket number? [silence] Okay.
16:00
Speaker 2
Yeah. At the top, you can see check ticket status at the very top. Check ticket status. Click on that. Once you once you click on that, uh, type your email. And then your ticket ID so that you can log in to your ticket and you can see the email I've sent. It's L for Lima T for Tango S for Sam 0 0 1 3 3 1 4 2
16:00
Speaker 1
Yep. Yep. What do I want? The adapters range extenders? What do I want to click on the range extenders? Okay, there's not my model. Adapters and range extender, there's seven of them, but doesn't show the 6350 model. Again, it doesn't show the 63 model.
17:00
Speaker 2
okay when I'll get you will see the ticket start up and you will see the email absent pardon yes select 63 because it's the same
17:00
Speaker 1
Let's see. 63 installing. 63. Okay. All right. Now, I just follow this. Yeah. Thank you very much. All right. Thank you. Bye now.
18:00
Speaker 2
Okay. So just follow the instructional guidelines since you're already on the startup wizard or of the ranging center, okay? And if you still have any, you're welcome. If you still have any questions, you can always call us back again or use that ticket status to check on the email that I've sent because I've also sent you another guidelines, okay? Okay. All right.
18:00