V2 Rubric Detail — 1bbf816c-8082-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:19
Duration
8m 54s
Contact
972-740-1204
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137333
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_RE7000
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.75/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall62.6% (+6.6)

V2 Grader Summary

The agent correctly identified the absence of WPS on the new modem and recommended valid KB-aligned solutions (wired access point configuration), but skipped essential troubleshooting steps (power cycle, reset) and failed to confirm resolution. The issue remained unresolved, though technical advice was accurate. Ownership was maintained, but empathy and effort reduction were only partially demonstrated due to unacknowledged frustration and unnecessary repetition.

V1 Case Analysis

Customer reports RE7000 range extender blinking orange after new AT&T modem/router swap. Advised Ethernet backhaul for access point mode; offered to email user guide. No web UI setup or fix verification performed.

Troubleshooting Steps
  • Collected device model (RE7000) and serial number
  • Identified blinking orange LED as ready-for-setup state per KB
  • Suggested Ethernet backhaul for access point mode configuration
Key Observations
  • Agent correctly interpreted blinking orange LED as ready-for-setup per universal_range_extender_setup.md
  • Agent recommended valid Ethernet backhaul solution for access point mode
  • No guidance provided for critical web UI setup steps (extender.linksys.com or 192.168.1.1)
  • No verification of fix or confirmation from customer about successful configuration
Positive Highlights
  • Collected customer and device details (name, email, model, serial) early in the call
  • Correctly identified blinking orange LED state as ready-for-setup per KB
  • Recommended appropriate Ethernet backhaul solution for access point mode
Agent Errors / Gaps
  • Skipped essential KB-mandated troubleshooting steps: factory reset and web UI configuration guidance
  • Failed to verify whether Ethernet backhaul resolved the connectivity issue
  • Provided vague self-help suggestion without actionable step-by-step guidance or confirmation

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested hard-wiring the extender as an access point but did not confirm resolution; customer ended call uncertain ('if not, then I might just have to upgrade indy router').
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified the lack of WPS on the new router and recommended reconfiguration as a wired access point, but skipped basic troubleshooting steps (power cycle, factory reset, LED verification per KB) before concluding.
R3 Met Correct resolution path conf 95%
Agent correctly assessed that WPS was unavailable due to the new AT&T modem and recommended switching to wired access point mode, which aligns with KB guidance for range extenders with modern routers.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked for model, serial, ISP, and noted missing WPS, showing diagnostic intent, but did not probe deeper into symptoms (e.g., whether extender ever connected, prior setup method) or isolate root cause beyond 'new router'.
T2 Not Applicable Appropriate tools / resources used conf 95%
No diagnostic tools (remote session, admin UI, logs) were used or required; issue was handled via customer description and KB-backed advice without need for tool verification.
T3 Met No misinformation conf 97%
Recommendation to configure RE7000 as a wired access point is fully supported by universal_range_extender_setup.md; no technically inaccurate information was provided (e.g., no incorrect reset instructions, ISP blame, or invalid pairing methods).
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control throughout, confirmed details ('C-O-R-Y Tatum'), guided toward a next step ('hard-wire as access point'), and closed professionally despite customer digressions.
C2 Partially Met Confirmed understanding conf 88%
Agent used clear, polite language but failed to confirm customer understanding of key steps (e.g., how to set access point mode) and repeated personal info verification without adapting pace to customer's confusion.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case end-to-end, offered to send a guide, and provided a concrete path forward ('try Ethernet') without transferring or deflecting responsibility.
O2 Partially Met Proactive follow-through conf 90%
Agent suggested trying Ethernet but set no timeline, follow-up plan, or callback commitment; left resolution entirely to customer effort ('if not, then I might just have to upgrade indy router').
O3 Not Applicable Closure confirmation conf 95%
No prior interaction history was referenced or evident; this appears to be a first contact with no handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — issue was within agent's scope and resolvable with further troubleshooting at L1.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite and thanked the customer but did not explicitly acknowledge frustration about the failed extender or inconvenience of the modem change ('I still have the bond... I don't really let go of things as far as like tech stuff').
X2 Partially Met Tone & rapport conf 86%
Agent maintained a steady, formal tone but did not adjust communication style or pace to customer's repeated explanations or check comprehension after giving technical advice.
X3 Partially Met Overall experience conf 89%
Agent asked for full spelling of name and email despite customer's clear impatience ('I still got the instructions... you don't have to email me anything'); repeated data collection added friction without clear necessity.
Call Transcript14 turns · 14 lines
Speaker 1
What I'm noticing with the new router that I got, it doesn't have that WPS on it like um my old one did. And I don't know if that's why this this extended range not connecting, but when I plug it in, I keep getting a blinking orange light and I can't like get it online or I'm not sure what happened or why I can't get it to get back online. Yes, uh like I said, it was blinking, it was green and it was on, it was showing in my Wi-Fi networks, but now I can't get it to pop back up. So I don't know if if this range extender is like not able to connect to this new router that I got, but it doesn't, it seems like.
01:00
Speaker 2
Mm-hmm. Uh-hmm. All right. So technically, sir, you got a, I mean, it all suddenly disconnected from your network. Uh-hmm.
01:00
Speaker 1
um, when it's, when it's the AT&T, uh, I guess we can use the word modem, uh, maybe is what I, I gotta, yeah, I got a new modem. Okay, yeah, yeah, so I got a new modem. Um, it's a, you know, a new upgraded one that AT&T sent me for my internet. Um, this one, the difference in it, it doesn't have, um, that WPS button like my old one did. And yeah, and I can't get, I can't get this one back online at all. They, they, extended, uh, one that plugs into the wall. It's a white, it's a extender. And I, it's just, it's just blinking orange and I'm not sure if you can, I don't know if you know how to make.
02:00
Speaker 2
By means of saying routers or you get a different router. It's not a link sys router. Yeah, modem. Yeah. It's modem is a different from the router. Mm-mm.
02:00
Speaker 1
Okay. Okay. Underrude it. That's correct? That's C-O-R-E. Why last name is tidum. That's correct. [silence] That's correct. [silence] It's it.
03:00
Speaker 2
you have a WPS button, but it would be great if it does have, cuz you can easily connect your range extender. Anyway, um, let me just run some verification with you first and, uh, ask you a few questions about your link device in order for me to proceed further, okay? All right, so, let me just confirm your you've mentioned that your name is Curry Tatum. Let me just spell it out for you, sir. Just to make sure I got it right. For Curry, that's C-O-R-Y. Okay. And then Tatum is C-A-T-U-M. All right. How about your email address sir, Caron? [silence]
03:00
Speaker 1
It's gonna be uh Adam Tatum D that's a a m m like man finally you can 3 2 at gmail.com. That's co Taton yeah yeah model number is Robert echo 7 000. And then the serial number is uh one X for X-ray 1 0 P like Paul 0 79 0 0 0 5 5 5.
04:00
Speaker 2
whatever. Okay. So that's addam.tatum32@gmail.com. Alright. Now, sir. Can you provide me the model number and the serial number of your linksys device? Please. Mhm.
04:00
Speaker 1
There's got three fives on there, so zero, zero, five, five, five. That's great.
05:00
Speaker 2
Okay, 1-8-X-4-X-ray 10-P-P, 0-7-9-0-0-5-5. Oh, okay. Alright, thank you so much for confirming, sir. And may I know sir, who's your internet service provider? Uh, is it NP Okay. So, uh just to uh uh correct you correct that, sir, um I think, um, uh you got the AT&T router. Uh, 'cause, um, the device that you had is a range extender.
05:00
Speaker 1
I'm wondering if I'm wondering if it needs to actually be hard wired with an ethernet cable to the bottom of it uh. got it. Okay. yeah I see some ethernet on the back of it so I might just have to do that and then why. Okay.
07:00
Speaker 2
necessary for the range extenders. But anyway, I can send you an email for your reference, cause technically you need to reconfigure this device, since you have a new router. Yes, actually you can also do that. It will serve as an access point once you connect it hardwired to the device, I mean, to the router, directly to the router. Yeah. I can I can send you um an email on the the user guide for this model so that you'll have a reference on how to, you know, how to do your settings. [silence]
07:00
Speaker 1
You know, I still have the bond. I'm a I'm a I don't really let go of things, as far as like tech stuff, but uh, I still got the instructions, um, that came with this when I bought it. um, so you yeah, you don't have to email me anything. Um, if um, yes, I'll I'll I'll just try the uh the ethernet cord. uh, I'll go grab one and see see if I can get that to get that to work. and um, if not, then I might just have to upgrade indy router. Got it. Okay, well, thank, thank you so much for your time. All right, you too. All right.
08:00
Speaker 2
I'll configure it as a hardwired device. Oh, okay. That's good. All right, sir. All right, sir. All right, sir. Got it. Yes, sir. And thank you so much as well for calling. Yeah, this is Sir Corey and appreciate your time as well. Have a great day and take care. Bye for now. [silence]
08:00