V2 Rubric Detail — 1ec0ce84-7579-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 18:17
Duration
44m 32s
Contact
Mike Sunder
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135524
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication0.00/5
Ownership1.00/5
Escalation1.50/5
Customer Exp1.07/5
Overall26.3% (-9.7)

V2 Grader Summary

The agent failed to resolve the extender setup and provided materially incorrect technical information by confusing WPA encryption with the WPS button protocol. While appropriate tools like the local setup URL were used, the interaction was marked by poor call control and a lack of ownership, ending with an unresolved issue and a deferred escalation.

V1 Case Analysis

Customer unable to connect RE900AC-3000 extender; multiple resets and manual setup attempts failed. Agent provided incorrect URL and WPS guidance. Escalation and receipt requested for warranty verification.

Troubleshooting Steps
  • Verified serial number provided by customer.
  • Instructed customer to press and hold the reset button for 30 seconds multiple times.
  • Guided customer to access extender setup page and manually enter SSID and password.
  • Suggested using WPS on the router (extender lacks WPS).
  • Advised checking router band separation and contacting ISP.
  • Requested receipt for warranty verification.
Key Observations
  • Agent misstated the setup URL 'extender.linksys.com' during verbal guidance, causing potential confusion.
  • Suggested using WPS on a device (RE900AC-3000) that does not have a WPS button, which is factually incorrect per the KB.
  • Advised contacting ISP to separate Wi-Fi bands, which is a router configuration issue, not ISP responsibility.
  • Introduced unrelated $100 rebate process and Xero onboarding, which is off-topic and not part of standard support.
  • Failed to confirm router model or verify that both 2.4 GHz and 5 GHz bands were enabled on the main router.
  • Did not confirm resolution before ending the call; issue remains unresolved.
Positive Highlights
  • Collected the serial number from the customer at [02:00].
  • Attempted multiple resets and walked the customer through manual SSID entry process.
  • Requested receipt for warranty verification at [42:00], which supports eligibility check.
  • Escalated to Level-2 technician when troubleshooting failed, following proper path.
  • Offered to send an email with instructions and receipt request for follow-up.
Agent Errors / Gaps
  • Misstated the setup URL 'extender.linksys.com' during verbal guidance, potentially causing confusion.
  • Suggested using WPS on a device that does not have a WPS button (RE900AC-3000 has no WPS button per KB).
  • Advised contacting ISP to separate Wi-Fi bands instead of guiding customer to check router settings.
  • Introduced unrelated rebate process and Xero onboarding, which is not part of standard support.
  • Failed to obtain or confirm router model to verify compatibility and settings.
  • Did not confirm that both 2.4 GHz and 5 GHz bands were enabled on the main router.
  • Did not verify successful connection before ending the call; left issue unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never got the extender to connect; agent ended the call without a working solution or confirmed workaround.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through reset, extender.linksys.com setup, and manual SSID entry, but troubleshooting lacked structure and missed key checks like router model and band separation.
R3 Partially Met Correct resolution path conf 85%
Agent asked for purchase context (Amazon receipt) and suggested escalation if unresolved, indicating awareness of warranty path; however, did not confirm in-warranty status before deferring to ISP or vague L2 escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (flashing orange, no connection) and asked for serial number, ISP, and device type, but failed to ask about router model, current band configuration, or verify dual-band availability.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly directed customer to use extender.linksys.com and perform factory resets — appropriate tools for range extender setup issues.
T3 Not Met No misinformation conf 95%
Agent stated 'the WPA will only work if your router has a WPA button too,' which is a material technical error; WPA is an encryption standard, whereas WPS is the button-based pairing protocol. Additionally, the agent's guidance on 5GHz enablement was confusing and not supported by the KB.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent long silences, abrupt transitions, no clear agenda, and agent put customer on hold without explanation; call ended without resolution or confirmation.
C2 Not Met Confirmed understanding conf 90%
Agent used incorrect terms (e.g., 'WPA button'), gave unclear instructions, and did not confirm customer understanding despite repeated confusion and failed steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent suggested customer call ISP to change settings and deferred full resolution to future escalation; did not take ownership of extender setup despite it being within scope.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next steps: separate bands, send receipt, call back — but no timeline, no commitment to follow-up, and escalation not initiated.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 85%
Agent recognized potential need for escalation due to persistent failure, but decision came late and only after suggesting customer contact ISP first — not a direct escalation trigger.
E2 Not Met Escalation prep & handoff conf 95%
No actual escalation occurred; agent only promised to send an email and did not initiate transfer, document escalation path, or inform customer of process.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'thank you for patiently waiting' but did not acknowledge customer frustration about repeated failures or express empathy for time spent.
X2 Not Met Tone & rapport conf 95%
Agent repeated instructions without adjusting for customer confusion; failed to simplify or rephrase when customer struggled with setup flow.
X3 Not Met Overall experience conf 98%
Customer repeated reset steps multiple times, re-entered same information, and was sent in circles between screens without agent streamlining the process.
Call Transcript62 turns · 69 lines
Speaker 1
I can hardly hear you. Hello. yeah I can just barely hear you.
00:00
Speaker 2
Welcome to Lynksus 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 regist arts dot Lynksus dot com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support is available seven days a week. Please have your device's 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. Hi, thank you for calling Lynksus. This is Joy. How can I help you today? Hello, this is Joy. Yep, can you hear me? Hello, can you hear me? Now. he Willio. Yeah, I'm here. Okay. Uh may I may have the serial number of that linksys device please. [silence]
00:00
Speaker 1
I get zero yep try it again it's two three you know go ahead no it's P P for Paul not E then zero C for Charlie D for boy zero one zero eight zero well co out of Neosho Kansas Like I say, I've got two other links is router routers but and they boys work but I needed to extend as
02:00
Speaker 2
So let, let me verify it. It's two, three, L for Larry, one, zero E for echo, zerocharlie bee for boy, zero, one, zero, eight, zero. Correct? Um, two, three. Mm-hmm. Two, three L for Larry, one, zero E for echo zerocbp. Okay. and who is your internet service provider? [silence]
02:00
Speaker 1
Stretch out further to get a good signal. Mike from you know and that is S-U-M is in Mike and is in Nazie E-R. Mike from47@yahoo.com. Yep. Yep. I'm sitting it's sitting on the table right next to my modem.
03:00
Speaker 2
may have it your first and last name please and lastly your email address email sender 47.com okay uh Mike spelled as M I K E for echo right okay thank you all right so um right now where is the extender located? okay so yeah for you to set it up properly you need to like place or plug it in right next to your router or at least two to three feet apart from it [silence]
03:00
Speaker 1
Yeah, it's right next to it. It's flashing green right now. I just plugged it back in today. I just got it. It's the RE900AC-3000, which is supposed to be covering up to 10,000 square feet. Yep, yep. Yeah, you want me to press and hold it for 30 seconds. Okay.
04:00
Speaker 2
Well, connect easily, let me just check this in here. Okay. When did you purchase this router, I mean this extender? Can't we just start something new on my end? Can we reset that one first um there's the Reset button at the back, the red one? Yeah. press and hold the Reset button. It's still flashing green, right? Um, just wait for the light to turn blinking orange before you do that.
04:00
Speaker 1
Oh, it waits until it turns orange. I've tried to have done this paper. Yeah, there we go. I've done everything that paper said twice and it kept, and I started a third time and it did it again. So it just wouldn't connect. And I'm sitting four inches in front of the modem. Now it's flashing orange again after I did a reset. No, not 30 seconds, no. Okay, hang on.
05:00
Speaker 2
yes. okay. okay. so you press and hold the reset button for 30 seconds to make sure. [silence]
05:00
Speaker 1
I just let go of it and it went back to flash and green again. Okay, then we'll hit the WPS. Yep. Yeah, we live out in the country, so we gotta big hole sitting on our yard. You want this thing to go back to flashing orange again.
06:00
Speaker 2
Okay, then let's just wait for the turn um blinking orange again, then we will check. Um just to mhm just to check again your uh just to verify your internet service provider. Is it Wilco? Okay. Yes. And what device would you like to use for the setup? A phone or a laptop or an iPad?
06:00
Speaker 1
You mean one device to set it up on my, just put it on my phone. Okay, it went back to orange. Okay. Okay. Extender set up thought of them there. It's trying to connect. Checking the quality. Checking the quality. Okay, we're there. Connect on only this time. Always.
07:00
Speaker 2
Okay. Um, okay. Okay. And then on your phone, kindly go to, your Wi-Fi settings and look for the network name Linksys extender setup. Okay.
07:00
Speaker 1
Okay. Okay, it went back. It's connected now, but it, on my phone, it's not saying it's connected on there. Still flashing orange. Okay, hang on. I'll see. Once it's open, uh, do what, pal? Uh, go to the extender link. L-I-N-K-S-Y-S dot com.
08:00
Speaker 2
yes. uh-huh. Okay, okay. So once connected, can you open up any browser that you have And then on the URL bar where you can input um website.
08:00
Speaker 1
[silence] I just said that all boxes are checked and it says start setting, want me to push it in? Okay. How do uh, how do you want to use a range extender? And it is a wired range extender access point yes, I guess it says uh... I don't see it wiring it. I see a as a wireless range extender. Is that what we want? Okay. Yep, I click done it. Still looking that works. Yeah, hang on a minute.
09:00
Speaker 2
Okay, what can you see on the page? Okay. Uh huh. Or wireless. Okay, just choose any of those. Um, like a wireless range extender, right? We'll just choose wireless. Yeah, that one.
10:00
Speaker 1
hand here. [silence] says it's still looking for. [silence] [silence] I don't know. It didn't connect to anything yet. You there. [silence] Hello. Yeah, hang on. You there? Okay. No, I got you. It didn't find the network for some reason. uh, no, it says it's looking for network and then it didn't come up anything. My signal is low, is what it's saying down at the very bottom. It has the three lines, looking for more networks and manually enter a network name, choose a 2G, 2.4 GHz Wi-fi band. I don't see a network. My signal strength is low. I don't know. I don't see the Wi-fi settings on there. It went to a different screen. Choose your wireless network. Let me see if I can see it.
11:00
Speaker 2
It couldn't find your router's network? But when you go to your Wi-Fi settings, can you see your network name? For your router? Yes.
12:00
Speaker 1
Do we need to put the SSI number in there maybe? Uh, let me see here. Now, is this the SSI off the linksys system or the lot? Will go. Or the x-tender. Okay. Now let me see. Well, I don't see an SSI number. Enter a network name. For the main route. Okay.
13:00
Speaker 2
[silence] Yeah, you can input it manually. It's for the extender [silence] uh if you want to connect uh your router, your main router. [silence] Yeah. [silence] Enter the network name of your. [silence] [music]
13:00
Speaker 1
Well, I'm kind of confused here, what I need to enter in there, it says, the name of your wireless network, SSID. I need to put in Wilco? Yeah, no, I don't see a name on there, it says Mac, PSWD or WPA2. What do I need to put in? It also has an air cube. Is that what I need to put in there? No. No need to change it? Just hit next? The extender cannot connect to these settings. Please make sure they are correct and try.
14:00
Speaker 2
Yeah. That's, uh, no for your main router. Oh yeah, no need to input or change it. Yes just click. Yeah, just hit next.
14:00
Speaker 1
again? you're still asking me for the SSI number. Okay. that's what I was asking. Wilco. Okay. Now I'll put in Wilco and search again. Then it says try to reboot. Am I rebooting the main router? What? Oh, reboot your router. Okay.
15:00
Speaker 2
Yes, that's the network name of your Wi-Fi. and the password of it. [silence]
15:00
Speaker 1
it's in the process of rebooting now try again Do I need to hit the WPS on that lengths of extender or not? no it does not it does not have a WPS button on it
16:00
Speaker 2
If your router has a WPS button, you can use that one to connect your extender. Okay.
16:00
Speaker 1
that's, why, we're having, to, manually, set, it up, so, it, it won't connect, I, rebooted, the, mo, the, modem, and, uh, tried it again, go ahead. If I, can connect to the router with what? But, we're on the, links' routing, right now, trying to connect to it.
17:00
Speaker 2
uh, yes. Could you. Yeah, can you try to check if your router's network is visible. Yeah, try to check your Wi-Fi settings first on your phone, then check if your router's network is there. If it's still listed. [silence] Um, you exit from that page first and then go to your Wi-Fi settings.
17:00
Speaker 1
So, it's, it says it's connected without internet. [silence] No, now I can the 5 G. [silence] let me see it. It says it's connected. I'm connected. It says sud under 5 G. Let me, let me go back to that and put sud under 5 G in it and see if that'll do it. [silence] Yeah, okay.
18:00
Speaker 2
people say that it's not going to check. Yes but on Wi-Fi list can you see your routers network? [silence] So the router's name is OK. [silence] so if you can see your router Okay. You need to reconnect to the extender's network for you to finish the setup.
18:00
Speaker 1
Okay, let me go back to that website. Sorry. All right. I went in there and put the name in and it still won't connect. Then the name of the [silence] go ahead. No, I don't. All it does is my phone. This should work. Understand why it's not. It won't pick it up on its own. It says it's looking for the network yet won't do it. So I went to the manual, enter the name. I did that and it still won't. Do I need to go to [silence] I don't see my network. Repress what? [silence]
19:00
Speaker 2
There are other devices that we can use for the setup like other phone or a laptop. yes and yeah. Yeah try it. It will just refresh the list. If you if you will choose the option, I don't see my network. It will just instruct you to refresh the list.
20:00
Speaker 1
No, I don't. I don't see anything like that. I'm at the extender.linksys.com site. That's correct, right? [silence] Yep. I'll try it again. It's asking me to set my can I put it in below where I put the name in. [silence] So, do I need to put that in there too? [silence]
21:00
Speaker 2
Yeah. But your router's network name is showing up on your Wi-Fi settings, right? On your phone, and you can connect to it. Can you try to reset the extender again? Press and hold it again for 30 seconds, the reset button. The security order.
21:00
Speaker 1
Okay. [silence] Let me try this first before we go that other up. I'm sitting on top of it. I don't understand this at all. Let's see. It's gotta be WPA2, right? It should have been this. WPA2. When I put in the password, I gotta put in the password for the router, right? [silence]
22:00
Speaker 2
How far is it from the router?
23:00
Speaker 1
all right let me hold that reset button on the linux again and reset it see what happens well it ain't connecting so i don't know what else to do what else do you suggest the green light's on now
24:00
Speaker 2
your Wi-Fi password. [silence] If you're going to reset your router, it will delete all the settings, [silence] and you need to set it up again. [silence] Let's try to just reset the extender. [silence] Just reset it again, [silence] um this time you press and hold it [silence] for until the green light will come back. [silence]
24:00
Speaker 1
splash in. so do you want me to still push the reset button for 30 seconds? Okay. Okay, it's flashing green again.
25:00
Speaker 2
Okay. Just you can let go once it will reboot. [ silence]
25:00
Speaker 1
It's trying to reconnect. It says connecting to this extender again. Okay, it says it's checking the quality connection, not secure. Connected again without internet. I'm there and it's trying to find
26:00
Speaker 2
Okay, then access again, my router, I mean my extender. Netflix.com, just create a new tab.
26:00
Speaker 1
It didn't connect. And it's flashing orange now.
27:00
Speaker 2
Yes. I'm trying to since it's flashing orange try to type in again extender.linksys.com to refresh the page.
27:00
Speaker 1
Okay. Trying to this. And stuff. And I'm still last going and sometimes logging back in again it ain't connected at all. But the name of the router on it, it's Sunder 5G and that's what they've got logged in there too. And router password I put it in. And it's under a WPA2 Personal and then it just ain't, it won't it won't connect.
30:00
Speaker 2
What does a bad joke tell us right now? Silence. Yes.
30:00
Speaker 1
and so, like I said, I'm sitting right next to the modem, so it should pick it up, should I push that WPA on the side of the like switches, the paperwork said once you plug, plug go ahead okay, gotcha, so at this point, what do we do, This is Yvon, okay, all right, I'm there uh, that's okay, hang on.
31:00
Speaker 2
on the the W... hmm... the... WPA will only work if your router has a WPA... button too. Hmm... when you go back to the name main main page like when you see the welcome to links is extender set up and then choose man will set up.
31:00
Speaker 1
Um, that's what we did. Enter the name of the wireless network, S.S. I.D. and there's no S.S. I.D. on the back of this thing to type in. But, when you pull it up in the back here, let me just read. Okay. It says startup mode and you want to go to manual setup. Okay. I hit the push button. Now, login, enter your password to change the range extender settings. You don't have a password, what am I supposed to put in there? [silence].
32:00
Speaker 2
I mean, could you go back at the very first page where you can see the image of the extender yes yes
32:00
Speaker 1
the lot admin okay okay I'm logging in Basics IP address automatic configuration upstream network status not configured extender wireless settings it says the box by the two 4G gigahertz extended wireless settings is what it's marked this is supposed to be a five gigahertz network um
33:00
Speaker 2
um you can try to use admin all in lower case yeah sir um yeah okay okay I see hold on is your like um router is it like have the two
33:00
Speaker 1
5G. so do we need to go to the 5G extending? it's checked at 2.4 and then a box blow that says 5g. do we need to enable the 5G? and then make it the same as router settings? or not? yes. okay. like this 9,000. now, you want me to reboot or save it? this says here the [silence] IP. it is.
34:00
Speaker 2
okay. You don't have it to 0.4 just a moment. Yeah, you need to enable the 5G since your router is 5G. Yeah. Mhm. takes.
34:00
Speaker 1
This I cannot be set as known. Whatever that means. Yeah, it won't do it. And it kicked it out and went back to the 24. little white box that comes into the house. No. No, it is. It's 6 in away. I got that links, this 49000 set right next to the the my motorница going into the house, the router. No, ma'am.
35:00
Speaker 2
do you want to connect? hold on. just a moment. is your extender right next to the modem or their router? maybe it's too far from your router. It must be right next to the router, not to the modem. What is your router? Is it a Linksys also?
35:00
Speaker 1
Say or box router. Yep. And I can give you the numbers off the back of it if you want it. Sure.
36:00
Speaker 2
Okay, just a moment. Um let me just check on this one. Um I'll just put this one hold for like two to three minutes. I'll be right back. All right? Thank you so much. Hello sir, thank you for patiently waiting. Um, is it possible like to separate your network band for your router? Like, you will have both 2.4 and 5 gigahertz. Yeah, like both of the bands must be activated. Yes. Um, so try to separate the network band and by the way, do you still have the receipt for this extender? The receipt, since you mentioned that you just recently purchased it, do you still have?
36:00
Speaker 1
which one yes I mean I bought a bottle off Amazon I didn't understand you I'm sorry okay okay okay oh okay.
43:00
Speaker 2
Oh, the receipt, huh? [silence] Oh, okay, I see. So, I'll be sending you an email and then kindly take a picture of your receipt or a screenshot of your invoice on the app on Amazon where we can see the order date. Um, just in case that, um, if the extender won't still work even if we separate your network bands, um, we need to escalate this one to level two technician. [silence] So, um, try to call your ISP first [silence] and then let them separate your network band. Both 2.4 and 5G must be activated. [silence] Yeah. [silence] And then call us back. Um, we will try to set it up again if both your network name will show up. And then also, um, I'll be sending you an invitation link for Xero and our onboarding guide after should you wanna claim the $100 rebate. [silence] Email and kindly reply to that email with the screenshot of your receipt or the an invoice of your receipt from Amazon so that we can update the warranty start day of your device here on our end in case this one will be subjected to escalation for level 2, okay? [silence] You're welcome, sir. Thank you for calling. Have a good one. Bye
43:00