V2 Rubric Detail — 20a6f400-601e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 14:03
Duration
10m 11s
Contact
Yojaira Villadiego
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132234
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to continue guiding the customer through setup solely because the device was out of warranty, directly violating OOW best-effort policy requiring full troubleshooting support regardless of warranty status.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent provided partial setup guidance but gave technically incorrect reset timing and abandoned full support due to out-of-warranty status, violating Linksys policy. No resolution was achieved, empathy was absent, and customer effort was not reduced, resulting in an unresolved case with a critical failure due to avoidance of responsibility.

V1 Case Analysis

Customer unable to connect RE series range extender; provided reset instructions, Wi‑Fi setup steps, and offered to email setup guide.

Troubleshooting Steps
  • Instructed to press and hold the reset button (30 seconds) using a pin.
  • Guided to connect to the "Linksys extender setup" Wi‑Fi network.
  • Directed to open a browser and access extender.linksys.com to run the setup wizard.
Key Observations
  • Agent gave an incorrect reset duration (30 s vs KB's 10 s) at [04:00]
  • Agent claimed device was out of warranty without verification at [07:00]
  • No model or serial number collected despite clear need for troubleshooting
  • No HappyFox case created or referenced
  • Customer expressed confusion multiple times but agent did not confirm understanding
  • Agent ended call abruptly after stating warranty limitation, leaving customer mid-setup
Positive Highlights
  • Correctly identified WPS button vs reset button at [04:00]
  • Directed customer to correct setup URL: extender.linksys.com
  • Explained that extender has no internet until setup completes
  • Provided basic relocation guidance after setup
Agent Errors / Gaps
  • Failed to collect product model number
  • Failed to collect serial number
  • Did not verify warranty status before stating it
  • Provided incorrect reset duration (30 seconds instead of 10)
  • Did not confirm customer successfully completed setup steps
  • Prematurely ended support by citing warranty without offering valid next steps
  • Did not create or reference a case in HappyFox

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not confirm successful setup; customer reported ongoing connection issues and call ended without resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided through reset, Wi-Fi connection, and setup page access, but did not complete full troubleshooting or verify final connectivity.
R3 Not Met Correct resolution path conf 95%
Agent explicitly stated they could not walk the customer through the full process due to out-of-warranty status, violating OOW best-effort policy requiring full troubleshooting support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified blinking orange LED and 'no internet' status, but failed to ask about prior setup attempts, signal strength, or specific error messages during setup.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (e.g., remote session, logs) were needed; agent correctly referenced setup flow from KB for extender configuration.
T3 Not Met No misinformation conf 95%
Agent instructed customer to hold reset button for 30 seconds, but KB specifies 10–20 seconds OR until LED flashes red and turns off — 30 seconds exceeds documented guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but failed to set expectations about limitations due to warranty status until mid-call, causing confusion.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but misidentified WPS button as reset button initially and did not confirm understanding when customer expressed confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and offered email instructions, but prematurely limited support based on warranty status instead of completing best-effort guidance.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to send setup instructions but provided no timeline or confirmation that it would be done, leaving follow-up incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer’s confusion or frustration; response remained transactional despite repeated customer uncertainty.
X2 Not Met Tone & rapport conf 90%
Agent repeated instructions without checking comprehension; customer had to interrupt multiple times indicating disengagement.
X3 Not Met Overall experience conf 90%
Customer was forced to repeat steps like reconnecting Wi-Fi and opening browser without agent streamlining the process or reducing effort.
Call Transcript22 turns · 22 lines
Speaker 1
[silence]
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. 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. [silence] Hi. Thank you for calling Linksys. This is Joy. How can I help you today? [silence]
00:00
Speaker 1
an extender and now I'm home and now I'm not able to connect it. Can you please help me with that? Yes, ma'am it is Ellen Philip 10p as in Paul zero C as in Charles 907- 0-0 AT&T Okay
01:00
Speaker 2
Mhm. All right. Um you have the street number of that links is device site. Okay. Let me just check. And who is your internet service provider? Thank you. Let me just check this device just a moment.
01:00
Speaker 1
[silence]
02:00
Speaker 2
Could I get your first and last name again, men. I just know your first name and your last name.
02:00
Speaker 1
Digo, D-I-E-G-O, one word. It is the initial of my name, which is Y, then Villadiego. 11. Yahoo.com. Next to the router and close to my computer. It is blinking orange. Yes, I did reset it.
03:00
Speaker 2
Oh okay. And lastly your email address. Alright. So um where is that router, I mean that extender located right now? And what is the light of the extender? Did you already reset this one or not yet?
03:00
Speaker 1
So with this, the blue button is in the back, but it didn't let me connect it.
04:00
Speaker 2
That is not the reset button. That is the W. P.S. Button. So the reset button is located at the back of the router at the bottom. There is a small red button there. You might need a pin. Yeah. So you need, yeah. Yeah, you need to reset it first. You press and hold it for 30 seconds. For reset. And then after that, just wait for
04:00
Speaker 1
Hold on. I got a little lost after you said when it starts blinking orange. You said I need to go to the network and see if I can find it. Hold on. I don't see it yet in my in my available networks. It is now. Yeah, it is now.
05:00
Speaker 2
you need to go to your Wi-Fi settings. Check your Wi-Fi list if you can see Linksys extender setup and then you connect to it to start the setup. You wait for the extender to reboot. Once it will turn blinking orange again, then you look for the network name. Okay.
05:00
Speaker 1
Let me see. Let me reopen the. Let me reopen the Wi-Fi and find the extender. Available networks. Oh, yes. Linksys extender setup. Action needed, no internet, but I do have internet. Well, it says open browser and connect. Should I do that? Okay. Yeah. Yeah. Uh-huh.
06:00
Speaker 2
So, Mm. Nice. Yes, so you need to connect to it. Then it will direct you to a setup page. But if not, just access the website extender.linksys.com for the setup process. Um, yes, right now, if you connect to your extender, it will not have any internet connection yet. That's why you need to connect to it and then set it up for it to have internet connection. So, you need to set it up first in order for it to work. Yes. You open up the browser. It will direct you [silence]
06:00
Speaker 1
OK start setup. Let me just check and see if it lets me. as a wireless range extender. OK next. Then looking for networks. So then I should I choose my internet then? OK first. OK next go pass. Uh-huh. uh but can you stay with me until I connected it?
07:00
Speaker 2
To the page. And then just start setup and follow the on screen instructions for that. Mm. Yeah. Yes, so you need to connect to your internet. And then, yeah, just follow the on screen instructions since um. This one is no longer under warranty. Um this. Um since this one is no longer under warranty, ma'am. I can no longer walk you through the entire process. But um I can send you the email instructions for um setup guide if you needed it. But yeah, hold on a second. Ok. [signal lost]
07:00
Speaker 1
so is it a long a long time until when I follow all the instructions is it a long time or am I really close to connecting? okay and one more question after I set it up can I just disconnect because I don't want to have it here I want to move it to you know to the bed zone once I connected it um really um will it will will if I connected back whenever I want it to be um will it work still?
08:00
Speaker 2
Just follow the on-screen instructions for that one then after that yeah your router must work, I mean extender. Yeah, you're really close to connect. Once you connect it to your network, you just have to name it and then um it will like um recommend the spot, then just connect anyway and then after that it will tell you once it is ready, um it is set up successfully, then you can relocate it. Mm-hmm.
08:00
Speaker 1
Okay, but it's not connecting. It says action needed not internet, but I already went to the browser. And it's not connecting. What I did I did already. I I I it says choose your 5 yes. Ah. Okay.
09:00
Speaker 2
Yes, just unplug it and then plug it to the location you want to be wait for it to reboot and reconnect for three to five minutes, then try the Internet if it worked on that spot. Yeah, since you need to complete the setup first before the internet on the external will work. Okay. Not yet there is a following steps after that. So just follow this step and I'll also send you an email instructions for a guide since I can no longer walk you through the entire process.
09:00
Speaker 1
Thank you so much. Okay, thank you. Okay, Thank you. Bye-bye. [silence]
10:00
Speaker 2
All right? Okay, ma'am. You're welcome, ma'am. Thank you for calling me too. Bye.
10:00