V2 Rubric Detail — 1c466886-6f1a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:42
Duration
7m 4s
Contact
Kirk Walker
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00134466
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6300_Reconfiguration
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided technical troubleshooting by citing warranty status and offering only paid support or self-help articles, despite OOW best-effort requirement.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent misidentified the product, failed to perform any troubleshooting, and declined to assist due to out-of-warranty status — violating the OOW best-effort standard. The interaction lacked technical accuracy, ownership, and empathy, resulting in no progress toward resolution. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to complete RE6300 extender setup; agent misidentified model, stated out-of-warranty, and offered no troubleshooting. Promised to email KB articles. Issue unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified RE6300 as 'WRA-X 3300' (non-existent model).
  • No troubleshooting steps performed despite KB guidance for extender setup.
  • Agent incorrectly denied free support based on warranty status without offering self-help steps.
  • Customer explicitly stated model (RE6300) but agent recorded wrong model.
  • Agent did not guide customer to http://extender.linksys.com or http://192.168.1.1 (KB-recommended setup URLs).
Positive Highlights
  • Polite and clear request for contact information.
  • Confirmed email address spelling with customer.
  • Offered self-help path (emailing articles) when paid support was declined.
Agent Errors / Gaps
  • Incorrect product model identification (RE6300 misheard/misrecorded as 'WRA-X 3300').
  • Failed to follow KB-mandated extender setup flow (no power cycle, LED check, reset, or web UI guidance).
  • Did not use correct default password ('admin') or setup URLs (extender.linksys.com / 192.168.1.1).
  • Prematurely denied free support without attempting KB-recommended self-help steps.
  • Did not verify customer's stated model before proceeding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a valid resolution path; only offered articles after declining free support due to warranty status.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed — agent skipped diagnostics and moved directly to warranty verification and article offer.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly treated out-of-warranty status as a reason to stop helping rather than providing best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms or ask relevant diagnostic questions (e.g., LED status, setup page access); instead, focused on warranty.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (e.g., no remote access attempt, no guidance to check admin UI or run connectivity tests) despite clear need.
T3 Not Met No misinformation conf 85%
Agent misidentified the device as 'WRA-X 3300' — a non-existent model — instead of RE6300, leading to invalid technical guidance.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lost control of the interaction by placing customer on hold without purpose and ended with passive article delivery.
C2 Not Met Confirmed understanding conf 90%
Communication remained rigid and scripted; did not adapt to customer’s confusion or simplify technical concepts.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent declined ownership by refusing to troubleshoot without payment, transferring responsibility to customer via articles.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to sending articles in 3–5 minutes, but provided no follow-up mechanism or resolution timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy for customer’s frustration or repeated setup failures; interaction was transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone, pace, or style to customer’s emotional state or level of understanding.
X3 Not Met Overall experience conf 90%
Increased customer effort by requiring them to read external articles instead of guiding through steps directly.
Call Transcript12 turns · 13 lines
Speaker 1
same as I'm trying to connect my uh RE6300 uh Wi-Fi extender and every time I get to the uh every time I get to where I need to connect it it's kicking me off the internet it's not letting me go through uh with the setup it's
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. 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. Um, hi, thank you for calling. This is my name is Clark. How can I help you? All right. You would have to pour the entire container of water into the other one.
00:00
Speaker 1
No, so whenever I connect, what I... Yes, exactly. I'm trying to connect my Wi-Fi extender to my Wi-Fi and it's not letting me. Kirk, K-I-r-K Walker. [silence]
01:00
Speaker 2
and connect your range extender to your main Wi-Fi. Is that correct? Okay. All right. Got it. Thank you so much for that. information. We can definitely assist you in connecting your range extender to your main Wi-Fi. However, I need to gather some information first in order for me to create a ticket on our system. Can I have your first and last name please? All right. Can you also verify your phone number showing in our system? It's 336-965-7156. Is this correct? All right. Thank you so much for that. In case your call got disconnected, I'll be using this phone number so that I can give you a call back right away. All right?
01:00
Speaker 1
OK. [silence] Lumbee max, L-U-M-B-E-E-M-A-X, lumbee max at Gmail.com It's 17 x 11 P as in party 05 A as in apple 07208. Yes. [silence] spectrum.
02:00
Speaker 2
Can I have also your email address please? All right, lombimax@gmail.com. All right, thank you so much for that. Since I already have your personal information, then I'll be asking now for the information of your link's range extender. Can I have the serial number of it please? All right. And what is again the model number for this one? It's WRA-X 3300, is that correct? Okay. And may I know also who's your internet service provider? Spectrum. All right, and then by any chance did you still remember?
02:00
Speaker 1
I just got it I just got it yes um okay um
03:00
Speaker 2
how long have you been using this Linksys range extender? Oh, so you just purchased this recently, is that correct? Okay. And where did you purchase this device? Okay, got it, sir. So much. All right, before we can start and doing some troubleshooting, I just need to verify some information regarding the range extender. I'll be putting this call on hold for about a minute or two then, I'll be right back. Okay? Thank you so much. All right. Sir Kirk, Thank you so much for patiently waiting on the other line. So upon checking here on our system regarding the status of the device.
03:00
Speaker 1
Proof of purchase. Okay. What a. Uh, no. Be honest with you.
05:00
Speaker 2
using the serial number that you just provided. Um, it shows that the device is already out of warranty last September 9th of 2021. But since you mentioned that you just got this one from your friend, um by any chance do you have a proof of purchase on this one? Yes. Uh so that we can, so that we can update this one on our system because based on our policy, Sir Kirk, um once device is already out of warranty, we can no longer provide any free technical support. But if you need further assistance regarding on the out-of-warranty devices, we actually do have a paid support option wherein um we'll be asking for a $15 fee for troubleshooting and it will run for an hour. Uh but if you have a proof of purchase that that you have um recently purchased this one from your friend, then we can update our system and proceed with the troubleshooting. Do you have one? [silence]
05:00
Speaker 1
my girlfriend, gave it to me. So. Oh. Yeah, yeah, that'd be fine. Yes. Okay. o. Sir.
06:00
Speaker 2
Mm-hmm. Mm-hmm. I see, sir. Well, we can only provide on this one, I'm sorry Kirk. If you're not going to do the paid support, we can actually send over to you some articles and some links on how to properly connect the range extender to your end. Will that be okay then? All right. Thank you so much. I'll be verifying against your email address just to make sure it's LUMBMAX. That's L-U-M-B for Bravo, E-E-M-A-X @gmail.com. Is that correct? Okay. So, after this conversation right now, sir, just wait for about like three to five minutes in order for me to send over to you those articles in order for you to connect your range extended to your main Wi-Fi. Thank you so much. Is there anything else I can help you with? All right. Thank you so much for calling links this. Have a good one. Take care and goodbye.
06:00