V2 Rubric Detail — 26fd9d6a-651c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 22:31
Duration
31m 9s
Contact
Tom Speers
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133045
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7350_Reconfiguration of the RE
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall94.8% (+38.8)

V2 Grader Summary

The agent successfully resolved the issue by resetting and reconfiguring the out-of-warranty extender using correct procedures and tools. While call control and effort reduction were slightly impacted by redundant requests for serial number, the agent demonstrated ownership, technical accuracy, and empathy. No escalation was needed, and the resolution was confirmed by the customer.

V1 Case Analysis

Customer unable to access RE7350 extender after router replacement. Performed factory reset (~20s), guided through wireless setup via extender.LynXS.com (incorrect URL). Extender showed solid white light. No connectivity verification performed.

Troubleshooting Steps
  • Advised factory reset of the extender (reset button hold for ~20 seconds)
  • Guided customer to connect to extender’s temporary Wi-Fi network
  • Walked through the web-based setup wizard using incorrect URL (extender.LynXS.com)
  • Confirmed LED status after setup
Key Observations
  • Agent pushed paid support before confirming warranty or performing any troubleshooting.
  • Provided incorrect reset duration (20 seconds instead of ~10 seconds per KB).
  • Spoke an incorrect setup URL (extender.LynXS.com instead of extender.linksys.com).
  • Warranty status was incorrectly communicated; agent claimed out-of-warranty despite customer indicating recent purchase.
  • No verification of internet connectivity or Ring camera functionality after setup.
  • Call ended abruptly due to service loss without proper closure or recap.
Positive Highlights
  • Eventually guided the customer through a successful factory reset and wireless setup process.
  • Maintained a polite and professional tone throughout the call.
  • Collected customer contact information (name, phone, email) for follow-up.
  • Confirmed LED status as part of post-setup validation, per basic procedure.
  • Correctly identified the need to reset and reconfigure the extender after router change.
Agent Errors / Gaps
  • Premature paid-support offer without confirming warranty or need.
  • Provided inaccurate reset time (20 seconds; KB specifies ~10 seconds).
  • Spoke an incorrect setup URL (extender.LynXS.com; correct is extender.linksys.com).
  • Did not properly verify warranty status before offering paid support.
  • Did not confirm internet connectivity or device functionality after reconfiguration.
  • Failed to correct customer's misidentification of extenders as routers.
  • Did not normalize or correct ASR artifact 'LynXS' despite clear context indicating extender.linksys.com.
  • Allowed call to end without confirming resolution or providing follow-up instructions.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms extender setup is complete and thanks the agent; agent verifies the extender is communicating with the router.
R2 Met Diagnostic thoroughness conf 97%
Agent guides customer through reset, checks LED status, uses extender setup wizard, and confirms successful re-configuration.
R3 Met Correct resolution path conf 96%
Despite device being out-of-warranty, agent offers paid support and proceeds with full troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent identifies forgotten password and flashing orange light as symptoms, confirms model/serial, and determines reset and re-pairing is needed.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly uses http://extender.linksys.com and reset button — the appropriate tools for range extender setup.
T3 Met No misinformation conf 96%
Agent provides correct 20-second reset duration (within 10–20s acceptable range), correct URL, and accurate wireless access point setup steps.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent fails to set initial expectations; pauses recording without explaining timing; call control is reactive at times.
C2 Met Confirmed understanding conf 94%
Agent uses plain language, adapts to customer’s frustration, and checks OS to tailor instructions appropriately.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case from start to finish, does not transfer, and completes resolution without abandoning responsibility.
O2 Met Proactive follow-through conf 97%
Issue is fully resolved during the call; no pending follow-up or disconnect commitments were made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this is the first interaction, so continuity cannot be assessed.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent correctly decides not to escalate, as the issue is resolvable via paid support and within scope of L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; the issue was resolved in-band.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent acknowledges frustration, apologizes for inconvenience, and thanks customer for patience and cooperation.
X2 Met Tone & rapport conf 95%
Agent remains calm, matches customer’s pace, and repeats instructions when needed to maintain engagement.
X3 Partially Met Overall experience conf 82%
Agent asks for serial number multiple times despite it being provided early, causing unnecessary repetition.
Call Transcript54 turns · 58 lines
Speaker 1
Hi, Carla. Do you want my, the serial number of my device first? Model number is 7350.
00:00
Speaker 2
Welcome to linksys support to insure quality. 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 devices 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. Thank you for calling linksys. This is Carla. I help you. Okay, yeah, so I'm gonna have the uh model number and serial number.
00:00
Speaker 1
Serial number is four. Yes, ma'am? seven, three, five, zero. I think that's it. Yep. I don't believe so. Hold on. Seven, three, five, zero. There is no there's no less. Please go ahead. I do not see a number.
01:00
Speaker 2
okay. Uh, what's the exact model number. there? Um, does it have a letter before that? Uh, are you looking on the. the? Uh, is that on the device itself. like if you check it on the device itself at the bottom.
01:00
Speaker 1
Now you want the serial number? 4, 1, P like Paul, 1, 0. Okay. M like Mary, 1, 3, E, 0, 1, 1, 5, 3. It's on the... Okay. Well, then remove the dash. Is that better?
02:00
Speaker 2
How about thee, um, show your number, sir. [silence] Yes, [silence] uh-huh, [silence] all right. Okay. Is that also the serial number on the device roun this paper? Or on this [speaker ] because our serial number doesn't have a dash on it. Okay, [silence] okay, let me just [silence] I think that's four one and then P for P. [silence]
02:00
Speaker 1
One three... Yes. Three... de lecture. Zero, one 153. Yes. [silence] R.e. seven.
03:00
Speaker 2
Okay, and what's the problem y'all have with this device here? [silence] Yes, sir. [silence] Yes? [silence]
04:00
Speaker 1
Okay, I'm sorry about that. But as I said, my earbuds just powered off, and I wouldn't have been able to hear you really well. Okay. Can you hear me, ma'am? Can you hear me, ma'am? Okay. Um. There are two Linksys extenders involved in this situation. Um. And I'm in an older apartment building. We have two ring cameras downstairs in the lobby of our apartment, our, our building. And I'm the building manager, and the ring camera, the ring camera system is connected to my Wi-Fi service, which is a router in my apartment. Uh, in order to be able to get a good signal for the cameras that are on the ground floor of the building.
05:00
Speaker 2
okay yes uh...
05:00
Speaker 1
I'm my apartment is on the third floor. So we had to install two LinSIS extenders uh on floors leading up to my apartment in order to be able to make a good connection Wi-Fi connection. you understand that so far? That's correct. um it yes. No both cameras are connected to my router uh are connected to my router and the two LinSIS extenders that we have installed are um Well, let me just skip ahead Transcribe this audio from the left channel.
06:00
Speaker 2
so again, um, the main router, or the main wireless router is on the third floor, correct? And then you have two ring camera. Okay. One ring camera is connected to the main wireless router. Correct? both cameras connected. Mm-hmm. Mm-hmm.
06:00
Speaker 1
head. This will make it a little bit a little bit easier for you. I think. Uh, my my router, which is an AT&T, uh, wireless air router. It failed last week. Uh, when it did that cut off all, you know, connection, uh, Internet or connection with the Ring cameras. So, I've had to replace the AT&T router, but it has a new network name. Now, my problem is I'm trying to reprogram, um, the two Linksys routers with the new, um, network, Wi-Fi network name, SSDR, um, all all of that. I need to do so for each device and I'm not able to connect to the, uh, the extender Linksys extender, uh, setup. The only way I seem to be able to do it, the only way I seem to be able to do it is to use a direct Ethernet connection between my laptop and the link sys device. The re7350. So my pro my problem is my problem is, is that in trying to make that connection, um, I was able to reset one of the link sys devices I think it it took those changes but I can't get into I can't access the second device that I gave you the serial number for. I can't access that device even with an ethernet cable because um I can't remember the password and it won't um I've reset the device I pushed the reset button. So I tried to take everything back to its factory defaults and I understand the factory default password to be admin.
07:00
Speaker 2
Okay. Okay. All right. So, okay. [silence]
08:00
Speaker 1
So, I tried using that, it doesn't work. I've tried using the old password that I had set up originally for that device and it didn't work. So I can't get into the device to change the network settings. And that is what I am trying to do. [silence] [silence] [silence] 415 260 4145. [silence] [silence] Tom Spears S-P-E-E-R-S. Thomas.spears@gmail. [silence] [silence]
09:00
Speaker 2
Okay. So basically, right now is, uh, we're trying to reconfigure the Range Extender with a new wireless router, correct? Okay, so before we, uh, like, continue here, let me just continue creating a record. Can I have your phone number? Mhm. How about your first name and last name? And how about your email address? Mhm.
09:00
Speaker 1
I believe that so. Let me take a look at the first extender. Okay. The first extender, which is on the floor below me, it has a solid blue light, so I'm assuming that it is in operation. But the device whose serial number I gave to you, that's a flashing orange light. Yeah. Yeah.
10:00
Speaker 2
Okay, thank you. So the other range extender right now, um, it's not working. Since you have two, right? One is already working and the other one, the one that you give it to me, this real number, that's the one that it did not work. Correct? Okay, then that means it's not um connected. Okay, if it is like flashing or blinking, all right? So, um when you reset the
10:00
Speaker 1
It started off by being, it started off blinking blue, and then it went to blinking orange. Uh, no, it's on the same floor as the router. But understand, it's, um, when you set up a router, um, lots of things can get in the way. I mean, they're it's sending signals through walls and so on and so forth. So, um, I had no problem with the Linksys connection with this device's connection. I had no problem with it before my, um, AT&T router failed. So, the issue isn't in the, the problem wasn't, the Linksys extender. The problem is...
11:00
Speaker 2
routers, the range extender, does the light turns blue or? Mm-hm. Okay. When you set up the range extender, is it near on the router, or is it far from the router?
11:00
Speaker 1
which was that the AT&T router failed and had to be replaced. So now, the problem is to reconfigure the Linksys devices to recognize the new Wi-Fi network, the new router. [silence]
12:00
Speaker 2
Okay. So in this case, sir, we'll possibly need to like re-configure the, like do another reset again on the range extender. And then if possible, just for the setting up the device, it should be like near to the, near the router just to make sure that it's really connecting to the new wireless router. But before we continue, sir, for any troubleshooting, let me just inform you about the status of the router. I would just want to inform you about the status of the router.
12:00
Speaker 1
It's brand new. How could it, how could it, how could it be out of warranty? It's, it's been a year or less since it was installed.
13:00
Speaker 2
Sorry, the status of the range extender, using the serial number that you provided. It shows it here in our record that this range extender is already out of warranty but in complementary phone support. Okay, do you still have the receipt, sir? Of this range, when you bought it? Because to validate the warranty certi... since it shows it here in our system that the range extender, the R-E-S 350 need to be validated. For the paid connect service, sir, is only for the paid support service? If you choose a paid Connect support down the line, we will be charging a hundred percent fee. Currently, we cannot proceed with the chargeback request since it's out of warranty. So, maybe the best option that we can do is to escalate to the internal representative and verify if there's any way to not regenerate your RMA number. So, I hope this... Okay?
13:00
Speaker 1
[KEEP_UNCERTAIN] So, we've already spent 15 minutes talking to each other. So, we really only have 45 minutes left, is that correct? [ silence ] I don't seem to have any choice. Please go ahead. What do you need? What do you need, man? What is it you need, man?
14:00
Speaker 2
15 US dollars for a one time nonrefundable technical support that'll support session will last up to 60 minutes and in any case if we found out the device is defective there will be no refund or replacement and by this on also Sarah there is no guarantee that we'll be able to fix the issue but rest assured we will be walking through on how to okay okay the started of the 60 minutes are after we um process the um transaction if you want to go with our um paid connect service okay um we have also um and um we have also another option that is for a one-time free.
14:00
Speaker 1
Fine, are you ready to, are you ready to take the credit card information? [silence] Okay, please pause, please, please pause.
15:00
Speaker 2
We'll process a transaction to your, uh your, my, uh, credit card, like we're accepting Mastercard, Visa, or Amex. Hold on, sir. Before we'll process the transaction, let me just prepare my system. Okay. And then, uh, since this is recorded, for security purposes, I'm going to, um, pause the recording. Okay? And then I'll be asking some information about your credit card. Again, this is a one-time non-refundable technical support that will last after [REDACTED_PAYMENT_DIGITS] minutes. And again, um if if we found out device is if effective okay.
15:00
Speaker 1
Thank you. It is now [REDACTED_PAYMENT_DIGITS] p.m. Pacific time where I am. I have an appointment at [REDACTED_PAYMENT_DIGITS] p.m. So we won't have [REDACTED_PAYMENT_DIGITS] minutes with each other. We'll really only have about [REDACTED_PAYMENT_DIGITS] minutes. Um, let me give you my credit card information. Let's get the show on the road. Yes.
16:00
Speaker 2
Yes. Okay? Okay. Give me one moment. Okay. I'm going to pause now the recording so that we can continue the transaction. Again, so this is a one-time non-refundable technical support. Okay?
16:00
Speaker 1
[silence] under Thomas W. Spears. 4488, 39361, 4237, 0232. [silence] 10 of 30. [silence] 168. 94109. [silence]
17:00
Speaker 2
Okay, the recording has now stopped, sir. So I'm going to, we're going to press transaction. By the way, is the card holder name, it's under Tom Spears. And how about the card holder, I'm sorry, card number. Sorry. And how about the expiry date? And how about the security code? And how about the billing zip code? Okay. I'm going to process now the transaction that is only $15. Okay. All right sir, we successfully process the transaction. Okay, so I'm going to send the copy of the receipt to your email which is Thomas.Spears@gmail.com. Okay. Their receipt has been sent to your email. So, I'm going to resume the recording now so that we can continue to troubleshooting. Okay, so the recording has been resumed. By the way sir, is the range extender right now in the same room with the router? Silence.
17:00
Speaker 1
[silence] probably 20 ft. No, it's not. The extender the the extender is up on a wall and there is a a power outlet that it's plugged into that whole thing is encased in a cage, a metal cage so that no one can steal or bother the the extender, right? So I can't take it out of the cage. There would be no way physically for me to move it from where it is now. Okay? Let's let's move on.
19:00
Speaker 2
And how far right now? Do the range extenders? It's not really possible to bring it near. All right, can we? So, we cannot do a reset on the range extender.
19:00
Speaker 1
Pardon me. I've heard you and I can push the reset button. That's not a problem. Would you, Sure. Okay, I should tell you at this point that, I, I, I should tell you, there is an Ethernet cable plugged into the bottom of the unit. Do you want me to remove it? It's not connected to anything. All right, fine. Push the reset button for how long? For how long? Okay. All right. Stand by. I'm pushing it now.
20:00
Speaker 2
Yeah? We need to do a reset on the extender. We need to do a reset. Okay, can we go to press the reset button in the rain cextender? Press and hold it for. Um, and that ether net cable that connected. So just leave it um connected. Okay, again, just um press and hold the reset button. 20 seconds 20 seconds.
20:00
Speaker 1
So five seconds gone. 10 seconds gone. 20. Okay. I've taken my finger off the reset button. Solid blue. Nope, blinking. Blinking blue. I should tell you in addition to the internet the ethernet cable, I also have my laptop here.
21:00
Speaker 2
OK, what is the color of that light right now? [silence] OK, let's just wait. It's still starting up.
21:00
Speaker 1
No, but that's correct. Okay. It's still blinking blue. It's Windows. It's Windows 11. Hold on please. By the way, did I
22:00
Speaker 2
but the ethernet cable is not connected to anything, just to the range extender, right? [silence] on your laptop, what is the operating system, is it Mac or Windows? [silence] okay, on this laptop can you go to the Wi-Fi check if you can detect the wireless name from the range extender? okay
22:00
Speaker 1
voice is now blinking orange. Okay, I can, I can, Please wait. Please wait. I'm trying to do what you've asked me to do earlier. Um, it's connected, my laptop is connected to my AT&T router, which is 20, 25 ft away. Okay, but, alright, the Linksys extender setup does show as a choice in my Wi-Fi and it didn't do that before. That's interesting. Do you want me to chew? Okay. Hold on, it's connecting.
23:00
Speaker 2
Okay, all right. And then, on your laptop, sir. Yes. [silence] Yes. Silky connect to the, yes, connect to the linksys extender setup.
23:00
Speaker 1
still connecting. Still connecting. It has no any internet connection, but it is open. Okay, but it says no internet connection, okay, I've. Okay, done.
24:00
Speaker 2
yes. it is connected okay. open a browser. yeah that's okay. sir. no problem with that. okay. after um okay. open a browser. can you tap on the address bar? please type H T T P colon double slash extender dot LynXS.com. [silence] [silence]
24:00
Speaker 1
it's going to take me to the wizard page it is there okay okay hold on it just says welcome to the extender setup, start setup so i'm going to click on that and you said as as an access point. okay i'm clicking next it says ethernet cable not detected. should I now plug in the ethernet cable? okay okay hold on um i may have to go all the way okay damn it.
25:00
Speaker 2
Yes, select S Wireless Access Point. And yes. Um, sir, did you connected it not the wired connection? Because there are two types of connection that you are going to select, wireless and wired, then you should have go to the wireless. [silence] Um, sorry, it is here. [silence]
25:00
Speaker 1
Okay, I've gone back to ... hold on. Wireless range extender. Sorry. Got it. My mistake. Okay, it says, choose your wireless network if you are extending. Dual band network, blah, blah, blah. And it says, looking for networks. So, I'm waiting. Okay, at the very top is the new network. And I've clicked on that. Okay, I'm going to have to ... it's going to take a little bit of doing, so please bear with me for a .
26:00
Speaker 2
It should be us as a wireless range extender. Is there a to option? Yes. Yes. Okay. You select that menu, and then it will ask for the password.
26:00
Speaker 1
Awesome. Okay. Clicking next. Connecting to the network. Okay. Um, it's listing. Yes, just a moment. It, it's asking me to set in a Okay, a bunch of things have network name, password, it's already populated that, and security mode. Okay, standby. Um, all right, hold on. All right, it says, I've clicked next going on to the next page and it indicates that I am in the just right.
27:00
Speaker 2
Okay. Yes. Um, yeah, that's, okay. It's, your, uh, it prompt you there that, your extended network, right? And then you can see there the name of your network with, uh, the, the name that's from your router underscore Exit. It will display. It prompt you that your extended network. It will give you, like, a sort of a summary. Um, yes. Mhm. Okay.
28:00
Speaker 1
I'm going to move on. Click next. Okay, it says created administrative password. Click next. Extender is set up. Manage your extender. Okay. It appears that it's done. Let's take a look and see what color it is.
29:00
Speaker 2
Yeah... Mhm... Mhm... That is for your extended password... [buzzing]... What is the... What's the color of the light?
29:00
Speaker 1
Okay. Ma'am, I think we're done. Thank you. I very much appreciate your time. This is, this has been a real frustrating exercise for me, but hopefully you don't deal with endlessly frustrated people all day. Not a problem. Okay. Thanks again so much. I appreciate it. I think we're done. I'm sorry. We're lost. Oh, service is lost so I'll hang up and I'll call back, I'll go out to find good service. Thank you once again.
30:00
Speaker 2
Okay, So that means your Range extender has been set up, it's now communicating to the wireless router, okay? You're welcome, sir. Okay, and thank you also for your cooperation with the troubleshooting, okay? And if you want to know more about Linksys devices, sir, or about articles to like about to know more about how to solve any Linksys issues, you can go to our website support.linksys.com yeah? Alright so is there anything else you want, is there anything else, sir? Okay. Thank you for calling Lynx Credit, this is Carla. Have a great day to you, sir.
30:00