V2 Rubric Detail — 30c20640-6050-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 20:01
Duration
7m 23s
Contact
Eric
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132313
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp3.21/5
Overall31.3% (-24.7)

V2 Grader Summary

The agent failed to perform any troubleshooting for the customer's inability to log into their RE7350 Wi-Fi extender, jumping immediately to a paid support offer without attempting basic diagnostics or guidance. Despite correctly identifying the model and promising a follow-up email, no meaningful progress was made toward resolution, resulting in a fully unresolved case with missed best-effort obligations for out-of-warranty support.

V1 Case Analysis

Customer unable to log into RE7350 extender admin UI; agent offered paid support and to email a generic guide, no resolution achieved.

Troubleshooting Steps
  • Identified product model (RE7350).
  • Captured serial number (41P10M19D04419).
  • Confirmed out-of-warranty status.
Key Observations
  • Agent did not provide the correct URL (http://extender.linksys.com) or default admin password for the extender, as outlined in the KB.
  • Serial number was captured but not clearly validated or repeated back for confirmation.
  • Call contained long silences and repeated prompts, reducing efficiency.
  • No attempt was made to guide the customer through basic login steps despite the issue being a common one.
Positive Highlights
  • Correctly identified the product model (RE7350) from customer input.
  • Clearly communicated that the device is out of warranty and explained paid support terms.
  • Captured customer contact information including name and email.
  • Provided a self-help path by offering to send a Wi-Fi Fix-It guide via email.
Agent Errors / Gaps
  • Failed to provide standard login steps for RE7350 (http://extender.linksys.com, default admin password) as outlined in the KB.
  • Did not verify or record a usable serial number with customer confirmation.
  • Provided no actionable troubleshooting before offering paid support.
  • Did not confirm whether the customer had already tried accessing the extender via the correct URL or reset it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the login issue or provide any troubleshooting path to access the extender; only offered paid support or a generic email guide.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were attempted—agent skipped diagnostics and went straight to paid support without verifying symptoms or attempting resolution.
R3 Not Met Correct resolution path conf 90%
For an out-of-warranty device, agent should have attempted best-effort troubleshooting (e.g., guiding to http://extender.linksys.com), but instead immediately defaulted to paid support with no technical intervention.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask relevant diagnostic questions (e.g., what happens when trying to log in, error messages, connection method) and did not identify root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used—agent did not guide customer to local URL (http://extender.linksys.com), check LED status, or suggest basic resets despite their relevance.
T3 Partially Met No misinformation conf 85%
Agent correctly identified the model (RE7350) and quoted the $15 fee, but provided no technically accurate resolution steps for the login issue.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set expectations about paid support and follow-up email, but failed to guide the interaction toward resolving the technical issue.
C2 Partially Met Confirmed understanding conf 85%
Language was simple and polite, but agent did not adapt to customer’s clear confusion about logging in or confirm understanding of instructions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent remained on the call and offered a self-help email, but did not take ownership of resolving the actual problem or attempt basic fixes.
O2 Met Proactive follow-through conf 90%
Agent clearly communicated that a Wi-Fi Fix-It guide would be emailed within 3–5 minutes after the call.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for warranty status but did not acknowledge customer frustration with login failure or show empathy for their difficulty.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a neutral tone but did not adjust pace or style to customer’s repeated clarification attempts and evident confusion.
X3 Met Overall experience conf 90%
Agent collected serial number and email once, avoided repetition, and offered a self-help resource to reduce further effort.
Call Transcript14 turns · 14 lines
Speaker 1
(You know what's up I'm acting You don't know with me This boy he came Looking for a phone Came to the workout)
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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, [silence] if you're experiencing issues with your Linksys product. [silence]
00:00
Speaker 1
[silence] Yes, I'm trying to get into my router, um, to my Wi-Fi extender, but I can't seem to get inside the informative, uh, get inside to log in. No, uh, first time calling.
01:00
Speaker 2
I am no longer under warranty. paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksyst.com. You can also connect with other users for tips and guidance at reddit.com/r/linksys. Hi, thank you for calling link's. This is 3G. Now, I'm going to help you today. [silence] What is Just your first time calling us for support?
01:00
Speaker 1
yes yes no S as an ELEPHANT L MA-N yes yes four seventies one five zero six zero three eight nine eric 1081 at gmail.com [set of voice] thor
02:00
Speaker 2
And are you calling from United States? May I know your first name and last name, sir? Eric Salman the and your email Eric Salman.
02:00
Speaker 1
1,081 at gmail.com. Yes. Eric, so mistaken. Yes. Hold on one second. Yes.
03:00
Speaker 2
[silence] eric/@gmail.com. [silence] And how many links does router [silence] [silence] Can we provide serial number?
03:00
Speaker 1
Hello? I thought I readable. Yeah, I readable. Is 41p 1 0m 1 9 D 0 44 19. Uh-huh. Yeah. Now now is one 9D for dog 0 44 19. Uh Xfinity.
05:00
Speaker 2
ye yes limited waiting with the the serial number set it needs a serial number the set is one four one p four paul one zero m for michael one nine e for Edward zero four four one nine And who is your internet service provider? Okay, so the serial, the model number for your range extender is an R E 7350.
05:00
Speaker 1
Yes. $15,000 for the for troubleshooting. Yes, yeah, send that email I'm not time.
06:00
Speaker 2
You know, before we proceed, I would like to set expectation regarding of the warranty status of your Linksys range extender. Okay, your device, even though is no longer under warranty and I really apologize, that live support is no longer available. However, we have a paid support, so I can still assist you setting up your range extender, figure out what's really going on, but you need to pay $15, and it's good for 60 minutes of troubleshooting. Yes. But if you doesn't want also to proceed with the paid support, I can send our Wi-Fi Fix It series guide via email for the helpful tips and guidance.
06:00
Speaker 1
All right, thank you. That would be much, Greg. Okay. You too.
07:00
Speaker 2
Okay. You're welcome. And you can also feel free to call us back if you're planning to proceed with the paid support, okay? So, kindly wait three up to five minutes or after this call for the email section. So, thank you so much for calling us Eric and have a great day. Bye.
07:00