V2 Rubric Detail — 24ba0884-6f0f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 14:23
Duration
25m 51s
Contact
Dan Horn
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134448
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution3.44/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall69.7% (+3.7)

V2 Grader Summary

The customer reported improved connectivity, but the agent skipped critical setup steps and provided technically inaccurate guidance about the extender's default SSID. While the issue appeared resolved, the resolution was based on incorrect procedures and侥幸 rather than proper diagnostics. The agent demonstrated ownership and empathy but fell short on technical accuracy and troubleshooting rigor.

V1 Case Analysis

Customer set up RE6300 range extender, connected to extended Wi‑Fi network and confirmed internet video playback.

Troubleshooting Steps
  • Collected serial number and confirmed out‑of‑warranty status.
  • Guided customer to connect to the extender’s Wi‑Fi network and join the extended SSID using the main Wi‑Fi password.
  • Advised checking Wi‑Fi signal bars on the device to assess connection quality.
Key Observations
  • Agent failed to direct customer to use the standard extender setup process via http://extender.linksys.com or the default setup SSID (e.g., Linksys Extender Setup–XXX), which is the primary method in the KB.
  • Agent used excessive filler phrases (e.g., 'uh-huh', 'sir') and poor pacing, contributing to inefficiency and communication issues.
  • Customer was able to connect and confirm internet access, indicating a functional outcome despite incomplete process.
  • Agent correctly identified warranty status and offered appropriate support path options.
Positive Highlights
  • Correctly collected serial number and identified device as out-of-warranty based on purchase date.
  • Offered both paid support and self-help options, allowing customer to proceed without payment.
  • Successfully guided customer to connect to the extended network and confirm internet functionality via video playback.
Agent Errors / Gaps
  • Did not instruct customer to connect to the extender's default setup network (e.g., 'LANEXTE-setup') as required in universal_range_extender_setup.md Step 1.
  • Did not direct customer to access http://extender.linksys.com or http://192.168.1.1 for setup, missing the core setup step in universal_range_extender_setup.md Step 2.
  • Failed to guide customer through proper setup mode selection (Wireless Range Extender vs Access Point) or password entry via the web interface.
  • Did not mention or use the Spot Finder tool to assess signal strength, relying only on Wi-Fi bars.
  • Used confusing and inefficient communication with excessive filler and poor pacing (e.g., [09:00], [15:00], [20:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end: 'It seems to be working now. I've got a video going in it.' This indicates successful resolution of the connectivity issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided customer through connecting to extender Wi-Fi and checking signal bars, but skipped key setup steps like accessing http://extender.linksys.com or confirming the extender joined the main network. Troubleshooting was incomplete and relied on assumption.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified OOW status but initially pivoted to paid support ($15/hour) before offering free guidance. Best-effort troubleshooting should have been offered first without conditional framing based on receipt.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent asked about LED status and Wi-Fi name, but did not identify the actual symptom: failure to complete web-based setup. No diagnostic questions about setup page access or browser issues, which are common per KB.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote access, logs) were needed. The issue required only KB-based verbal guidance, which the agent provided appropriately after initial misstep.
T3 Partially Met No misinformation conf 85%
Agent incorrectly told customer to connect to a network named 'F-D-I-N extender' — no such SSID exists by default on RE6300. Correct process requires connecting to 'Linksys Extender Setup–XXX' first and using extender.linksys.com, per KB.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic control but lost direction multiple times (e.g., asking for ISP when irrelevant, repeating questions). Transitions were weak, especially when shifting from warranty discussion to setup.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but failed to adapt when customer struggled with Wi-Fi selection. Did not confirm understanding of critical steps like connecting to the correct setup SSID.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and followed through on providing setup guidance despite OOW status.
O2 Met Proactive follow-through conf 90%
Agent gave realistic next steps: observe performance, consider moving extender later. No false promises or unrealistic timelines.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, apologized when needed, and closed with empathy and well-wishes despite customer confusion.
X2 Partially Met Tone & rapport conf 75%
Agent repeated instructions but did not adjust approach when customer remained confused about Wi-Fi networks. Missed cues suggesting deeper confusion about network selection.
X3 Partially Met Overall experience conf 80%
Agent asked for serial number and purchase details that were not used in troubleshooting. Customer repeated information (Wi-Fi name) unnecessarily.
Call Transcript44 turns · 48 lines
Speaker 1
Hello, can you hear me? Hello. Okay, I have a Lynxus AC
00:00
Speaker 2
For out-of-warranty products, paid support may. 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.
00:00
Speaker 1
You have a 750 boost, a wifi extender, model number is re63000, and I'm trying to hook it up. But I hooked it up to my router, but I don't know how to uh is there a website I need to go to to find out if the range is good or how does that work? I don't know how to do any of that. Yes. Yes it is. what man? Who is my internet provider? [silence]
01:00
Speaker 2
Uh-huh. Uh-huh. Okay, you were not able to set it up yet, sir, right? Is this the first time you're setting up this extender, sir? Mhm. Okay. Uh, may I know who is your internet provider, sir? Your internet provider? Yes.
01:00
Speaker 1
um, it's, um, I'm not sure. How do I find that out? I'm sorry. My, my main router is Linksys also, um, Linksys also, just the same as the, uh, extender is. uh, that is the brand of routers. Linksys. Is that what that means? Uh, that is the brand, uh, Linksys.
02:00
Speaker 2
the yeah that's okay sir the brand of the main router sir mmm I see okay um there's another device connected to your Linksys router sir the modem can you check the brand please the brand here of the modem
02:00
Speaker 1
Yes. it is. Where would I find the serial number out that ma'am? Back of extender 17 X 1 1 C 0 97 1 3 3 3 8.
03:00
Speaker 2
[silence] I see. Okay, it's Arismoda. Okay. [silence] Anyway, sir, your main router, is working fine, right? Sir, can you please provide me the serial number of your linksys extender, please? That's yeah, sure. That will be at the back of the extender. There's a sticker. Uh-huh. Okay, let me just see it back, sir. 17X-11T for Paul.
03:00
Speaker 1
Alright. left? [silence] left. [silence] Is Dan, D-A-N born H-O-R-N.
04:00
Speaker 2
0 9 7 1 3 3 3 8. Hello, sir? [silence] Hello, sir? [silence] I just need to verify the exact unit number here, uh, the exact, um, device and while we wait, I have your first and last name please. I'm sorry, what's the last name, sir? [silence] Okay, got it.
04:00
Speaker 1
My, M-Y-Harley, spellodH-A-R-L-E-Y, like B-I-K-E, and then the number one, at gmail . I had it purchased about, uh, I think about a week ago. I got it, I got it at a secondhand store, a thriftshop. They didn't provide me with a receipt. They did not, no, no receipt.
05:00
Speaker 2
okay how about your email address ok atgmail.com okay got it thank you okay when did you purchase this extender uh a week ago from where sir uh second hand okay uh do you have the receipt here or did they provide you with the receipt uh mmm I see uh okay uh could you tell me what's exactly the problem with it uh I'm experiencing connectivity issues how far is your router or modem from where you are the signal is weak okay and I'm looking at the box right now okay uh the ac model has a better range if you can place it near your problem area uh okay will you like to purchase an ac extender uh or a repeater um. Okay, sir, because here's the thing, sir, uh, this extender, based on the serial number, so it shows that this was purchased uh, originally last 2017, which means that that this is already an out-of-warranty device. Uh, if they provide you a pre-feature, we might consider that and uh, provide you with a free support, but then they did not, right? So, which means that we cannot provide you with a free service for this, but I can offer you other options for your to be configured. Uh, first option, sir, is we do have a paid service, which is $15 for an hour of troubleshooting, or other options, sir, is uh, I can send you the full step-by-step guide on how you can set up your range, uh, your range extender, like first time setting up.
05:00
Speaker 1
Do you see it? Has anyone ever tried to set this up before or not? Or do you know that? [silence] All right. I have the Linksys's Quick Start Guide that came with it. Is that what you're talking about? But it's a little booklet. Yes, it's I have that. Um, but when I get to step five in that, uh, it says that you move your range extender. Unplug your range extender. Move it.
07:00
Speaker 2
Yes, sir. Yes, sir. Most of our customers only call if they don't um they can't set up this extender but mostly sir they manage to set it up by themselves. They just need a guide sir. You mean for a manual like like a book a booklet. Uh-huh.
07:00
Speaker 1
[silence] How do I connect to that? that's what I'm asking. What, what do I, what do I type into my computer to connect to that? I'm on my computer right now. What, it's a, it's an Apple computer. What do I, what do I click on, all my computer to find this? That's what I'm asking. Yes, it is. It's green. It's already it's Yeah, yes.
08:00
Speaker 2
Oh, okay, we need to go first to the Wi-Fi settings of your phone or your computer. Can you check there? On the list of available network, there's a name that starts with "LANEXTE" extender or LANEXTE setup. Okay. Before we proceed, is your extender plug in right now.
09:00
Speaker 1
solid, green, it's all a green, AC 2200 triband. Oh, oh, it's ah. Okay. Hang on just a second. Um I've got it written down. Um my my wifi name. Are you talking about my internet?
10:00
Speaker 2
It's green. Oh, okay. Okay, just hold on five minutes here. Okay, what's the name of your main Wi-Fi? Sure. The other latest Wi-Fi. Uh, I mean, sir, the Wi-Fi name. Yes. The
10:00
Speaker 1
Is that what you're asking? It's okay. It's FBI n00 one. [silence] Settings okay.
11:00
Speaker 2
Yes. Yes, yes, sir. Your internet name, sir. Okay. Can you check, sir, on the list of available network on your computer on your Mac? You have to go to the settings. Yes. And you have to go to the Wi-Fi.
11:00
Speaker 1
can i see Wi-Fi coming up, Yes.
12:00
Speaker 2
no Wi-Fi, just hold on sure. this is my Mac computer, right? okay how about a Wi-Fi symbol sir on the upper tight corner sir. top tight corner of the screen. [silence] Oh, okay, other network, sir. Can you tap on other network? yes yes sir can you look for this this
12:00
Speaker 1
I found out, yes. It says F biography. Yes, ma'am. Click on that or that's asking me for my password. Click this.
14:00
Speaker 2
Same Wi-Fi name, sir. The F-D-I-N, but with an extender on the end. Of the name. You have that? Okay. Can you connect to that name, sir, please? Yes, yes, please. Okay. Same password, sir, for your main, uh, device, your main Wi-Fi.
14:00
Speaker 1
I typed it in like you asked me to, and I hit join, and everything went away. I am. Oh yes. Yes. Thanks. Okay. When it, when I go, go ahead. I'm sorry. Yes. Okay. When I go to step five in the booklet, it says unplug, it says unplug your range.
15:00
Speaker 2
i'm sorry okay uh-huh okay can you check sir if you are connected to that uh to that same name but with an extender you are okay so that means sir that you are already connected to your extended Wi-Fi network from your range from the RE6300 uh that means sir that you managed to set up your extender yes so next thing uh-huh yeah yes go ahead sir uh-huh [silence]
15:00
Speaker 1
you wanted to do to find out how many bars I have, I don't, what do I do to how do I connect to my main Wi-Fi then? I don't know how to do that. How would I do that? Check the box.
16:00
Speaker 2
Okay. Okay. So, if you are connected to your main Wi-Fi network, sure, and you move around your house, you will see that the bar, signal bar, will go down or will go higher. Same thing, sir, on how we did connect, how we did connect to your extended Wi-Fi name. So, you just need to connect back to your main Wi-Fi. Just go to the settings.
16:00
Speaker 1
im, uh, am there. Click back on my main one again. I'm on that. Okay. Uh, it's like, go ahead, sorry, how many what? I'm sorry, how many rooms I have? Uh, it's, it's in my living room. Then, then there's a kitchen, hallway, and then the bedroom. The bedroom is where I have problems getting Wi-Fi too.
17:00
Speaker 2
Yes, Yes, sir. Uh, Sir, may I just ask, how far, uh, do you want to put this nodes, sir? Mm-hmm. Yes, yes, go ahead, sir. Yes, yes, sir. Okay, okay. Yes, sir. So, if you are connected to your main router.
17:00
Speaker 1
[silence] I'm I'm connected to my Standard 001 now. [silence] Will I find out how many bars I have? Cuz I I [silence] goal. And then I can't be connected. No. [silence] It's running a diagnostic test. I.
18:00
Speaker 2
to that specific room. Can you check if you will still have this signal bar signal on the Wi-Fi? Um huh. Yeah. Uh huh. Um. Yeah. Uh huh. Um. Uh huh.
18:00
Speaker 1
it back to being a kitchen kitchen is the next one so just unplug it unplug it and then put it in the kitchen you're telling in the
19:00
Speaker 2
I believe you can, yes sir, I think you can put it in the middle of the, possibly in the kitchen, sir. Like one room away from the, yes sir. Yes.
19:00
Speaker 1
I did that and it's blinking. I think it's yellow. nicole grant
20:00
Speaker 2
Okay, just try to give it a few minutes, Miss Zebura. Once it shows again a steady green light, then try to connect and check if you can get internet on the on the room where you don't get internet connection.
20:00
Speaker 1
Yes, it's all green now. Connected to the one with the extender. Okay. How do I find out if I have a strong signal in this room? What do I do to find that out?
21:00
Speaker 2
it's solid green, okay. you tried to connect to the extender name, sure? the name with the extender at the end. uh just use your phone, sir, or um, if you can, bring your laptop. Okay. And then you go to the room, sure where you don't get internet connection, try to check, sure, if you're connected to that extender name, will you be able to get internet on that room? You can see, yes, right, uh on the top, sure, where you have the Wi-Fi symbol, you will see these bars.
21:00
Speaker 1
It looks like there's a little dot. And then there's one big bar. A little dot at the bottom. Okay, now it's showing uh a bigger bar and then a big bar. So it's showing I guess three bars is what it's showing. I get internet, but the problem with the internet that I get is that like if I'm trying to watch like a video, a short video, it [silence]
22:00
Speaker 2
I'm sorry sir okay okay so that's already good sure try to check if you can get internet now okay but that's when you are connected to the um regular wi-fi that's when you get connection to um all devices okay let's check also the um you will have site as well perfect so that's good okay sir what you can Yes, but how about now shared, since you are already connected to your extended network? [silence]
22:00
Speaker 1
It seems to be working now. I've got a video going in it. So I've got a hallway that has some plugs in it so I could try plugging it into the hallway.
24:00
Speaker 2
Okay. Okay. Okay. Actually, sir, you can just try to observe it for now. Uh, if you think that it's quite good, then you can unplug the extender, sir, and move it closer to that room. Yes. Yes, sir, you uh, you can try but uh, I will not suggest uh, it to do it now, sir. Try to observe it first, because it's
24:00
Speaker 1
okay alright very good thank you for your help i really appreciate it thank you bye now
25:00
Speaker 2
might go high, uh, like the signal will go higher. If everything is good, sir, and you'll get good signal in that place, you can just play with the location of the extender. put it on that hallway and try to check if you will still be able to get that same signal, same, um, feature or same, um, internet connection when that extender is on that place on the hallway. You're welcome, sir. Have a good day, sir. please stay safe and feel free to call us back. Your welcome sir, byebye.
25:00