V2 Rubric Detail — 26b0e0da-7587-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:57
Duration
8m 2s
Contact
Jason Schrift
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135541
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_RE6300

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution1.88/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall63.3% (-2.7)

V2 Grader Summary

The agent provided technically accurate reset/WPS steps for the RE6300 extender but failed to conduct basic diagnostics (T1 Not Met) and incorrectly denied free troubleshooting for an out-of-warranty device (R3 Not Met), violating the OOW best-effort standard. While empathy and ownership were demonstrated, the lack of diagnostic rigor and policy misstep prevented full resolution. No critical compliance failure (auto-zero) applies as the agent did offer self-service steps, and Assessment 3 did not confirm an avoidance/evasion basis for auto-zero.

V1 Case Analysis

Customer wants to add RE6300 V2 extender to new router; extender is out-of-warranty. Provided reset and WPS setup steps and offered email guide.

Troubleshooting Steps
  • Collected serial number, name, email, and ISP details.
  • Informed customer that the extender is out-of-warranty/EOL.
  • Provided reset instructions (hold reset 20 seconds) and WPS/LAN-cable configuration steps.
Key Observations
  • Agent misidentified the customer's new router model (MF2000/AF3000) which was not relevant to the extender issue.
  • Correct technical guidance was given for resetting the RE6300 V2 and using WPS or LAN-cable setup, including the correct reset procedure (20 seconds until amber LED blinks).
  • Agent provided the correct web UI access URL for the extender (http://192.168.0.1), which is consistent with the KB for RE6300 range extenders.
  • Agent offered paid-support for an out-of-warranty device and provided a self-help path when the customer declined.
Positive Highlights
  • Collected essential customer information (serial, name, email, ISP).
  • Provided clear, step-by-step reset and WPS configuration instructions that align with the KB.
  • Offered to send a user guide via email for further self-help.
Agent Errors / Gaps
  • Incorrectly stated the router model as MF2000/AF3000, causing confusion.
  • Referred to themselves as "Authorized technical support agent, Frank, from Toronto" despite being Dylan, which could confuse the customer.
  • Did not verify whether the suggested steps resolved the issue before ending the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent provided reset and WPS instructions but did not confirm successful connection or resolution before ending the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed basic reset/WPS steps without probing LED state, prior setup attempts, or current extender behavior.
R3 Not Met Correct resolution path conf 94%
Agent stated no free troubleshooting for out-of-warranty device, violating OOW standard requiring best-effort attempts before mentioning paid options.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about LED status, prior reset attempts, or network configuration before prescribing a solution.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools were needed; agent correctly referenced manual steps (reset, WPS, 192.168.0.1) appropriate for RE6300.
T3 Met No misinformation conf 95%
Instructions to hold reset for 20 seconds, use WPS, and access 192.168.0.1 are technically accurate per KB for RE6300.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent showed confusion misidentifying router model (AF3000 → MF2000), repeated phrases, and lost minor control during overlapping speech.
C2 Met Confirmed understanding conf 93%
Agent used plain language, confirmed serial number verbally, adapted to customer’s fragmented speech, and explained steps clearly.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through by committing to email the user guide.
O2 Partially Met Proactive follow-through conf 86%
Agent outlined next steps (reset, WPS, email guide) but did not specify timeline or offer callback if steps failed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be the first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope even for OOW device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent acknowledged frustration with 'I totally understand that one,' showing sincere empathy for legacy equipment struggle.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, used affirmations ('Mm-hmm'), and maintained engagement despite disfluencies.
X3 Met Overall experience conf 93%
Agent avoided re-asking known information, offered to email a guide, and gave concise steps to reduce effort.
Call Transcript16 turns · 16 lines
Speaker 1
[KEEP_UNCERTAIN] Hi David. I just purchased a brand new router for my my system here. I I just I just was at the Staples and bought the AX3000. and I thought I was going to have a full. I thought I would be able to have.
00:00
Speaker 2
Welcome to Lynksys 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.Lynksys.com. Please have your device serial number ready. For assistance, Press 1 now. For out of warranty, 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 Lynksys technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
More coverage for my home. It's I don't know why my building it seems to be a dead spot but I do have a a a link extender, I would like to hook up that I used to use before. It's I just want to make sure A it's compatible because it's not allowing me to do it correctly on the on the app. So, I just want to late tell you which what what number it is. uh they it late. Well, you Oh, sorry. Yeah, TP link, right? Same thing, right? Are you not TP link? It's uh you're not? No. Linksys is not TP link, right? Think. Yeah, I know. But also I'm trying to I'm trying to connect my Linksys extender and I want to make sure to work with that AP 3000 modem. All right.
01:00
Speaker 2
Mm. Mm. I I see. Mm. I I see. All right, sir. So, just to make sure I got it right, you bought a a brand new Linksys router with the model uh MF 2000. I believe that's the AF three thousand. I'm sorry? Uh yeah. Um this is Linksys technical support, sir.
01:00
Speaker 1
Yeah, I, I bought a length Extender, the model I Have for the lengths of Extender, you want the model number? RE, 6,300 RE, 6,300 V2. Yeah, the serial number is, um, one seven X two zero M one eight C zero one seven four three. Correct. Um, Jason?
02:00
Speaker 2
Extension. Oh, okay. So, yes, please. RE. All right. How about the serial number store? Can you provide me the serial number? [Silence] All right. Let me just repeat that one, sir. It's one seven X. two zero, M one 8 C 0 1, 7 4 3. All right. Um, okay, so let me just create a quick record here, uh, for me to proceed further. Starting with your full name.
02:00
Speaker 1
Schrift, Schrift with a sch, schrijft Schrift, Schrift, Schrift, Schrift, Schrift, Schrift, Schrift, Schiff, S-C-H-R-I-F-T-Y-at me.com, correct, it's my old email, yeah, yeah,
03:00
Speaker 2
So that's s c h i f t. Or shift. Okay. Thank you so much for that one, sir. Jason. How about your email address? Alright. So that's your last name with a y at me dot com. Got it. All right, so May I know, sir, who's your internet service provider? Optimum. Oh, got it.
03:00
Speaker 1
modem, I guess it's a modem slash router, 500 megabytes. So it just, but to boost the power, because it was not getting into different parts of the apartment. It was getting bottled across the old, we had a very old Netgear router. We picked up this TP-Link router today at Telus, and I have this, I have this, this extender I had bought before. So I want to use the extender on the new router. And I'm trying to find out how to double connected. [silence] It worked fine. It worked, it worked, it worked fine with the old one. I just, I just want to be able to...
04:00
Speaker 2
Mmm . . . Mm. Mm. Mm. Uh-huh. Mm. Mm. Mmm. Sir, so just to set your expectation. Yeah, just to set your expectations, Sir Jason. The range extender that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one and update it firmware. also looking at here, the device is already out of warranty. Mm. Since it's already out of warranty, Sir Jason. Yeah
04:00
Speaker 1
and take I want to match it to this new router into the old router that's all yeah yeah correct right yes yes and I don't think disconnect the device
05:00
Speaker 2
Yeah, sir. I totally understand that one. But then again, since the device is already out of warranty, we no longer provide a free troubleshooting assistance for out of warranty devices. However, we do have an ongoing support to our Paid Connect service for a, one-time fee of $15, which you might want to consider. But if you don't want, I can send you an email for the troubleshooting steps that you can perform. Well, technically for this one, since you have change your router or, yeah, you have to purchase a new router, you may consider doing reconfiguration on your range extender. So technically, you need to reset the range extender back to its default settings and connect it back to the router. So if your router does have the WPS feature, you know, there's a WPS button on it and the bottom side of the router, there's a well, this button located once you press the WPS button on the router. So, on the range extender, there's also a WPS button. Once you press it, it will try to look for signal from the main router. So, if your router doesn't have the WPS feature on it, I recommend that you just connect a LAN cable on the router and to your range extender, then you can connect and access to the range extender by typing 192.168.0.1 on the address bar. And in there, the range extender will show you the wireless name and a password of your router. So, just copy those and disconnect the LAN cable of your range extender and connect it back to your purpose. Authorized technical support agent, Frank, from Toronto.
05:00
Speaker 1
It does. Yeah. It does. Yeah. So is that blinking orange lights or a standard regular orange light? Okay. I had that before, so maybe I was able to reset it. Okay. Yeah. So is that is that is that blinking orange lights or a standard or regular orange light? Okay, I had that before. So maybe I was able to reset it. Okay. [silence]
06:00
Speaker 2
The range extender RE6300, I believe, has a WPS, as well. So, you can easily connect it using the WPS button. So, once you reset the router, I mean the range extender and it turned to orange amber light, which means it's ready for setup. You just have to press the WPS button on your router and click on the WPS on your range extender, so that you can connect it. Yeah, blinking amber orange. Yeah. So, to properly reset it, you just have to press and hold the reset button for at least 20 seconds. Then, wait for it to go on blinking amber. And then, once it turns [silence] orange, [silence] it's ready. Okay, that's it.
06:00
Speaker 1
how long on each how long do I press it on each how long do I have to hold press the W-P-S button floor okay okay alright I'll uh hopefully this works you gonna send me a dude cause that's all after that's all after reset it okay okay perfect alright thank you very much [silence] thank you bye bye [silence]
07:00
Speaker 2
Sir, I don't [silence] if you press it once, at least one second, and [silence] yes, sir. uh I'll be also sending you the um the user guide for this specific model. So, you have a reference on any on the other, you know, troubleshooting stuff that you can perform. alright, sir. No problem. You're very much welcome. Thank you for calling Linksys. Have a great day. Bye for now.
07:00