V2 Rubric Detail — 34c303f6-719a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:04
Duration
32m 35s
Contact
Pat Brown
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135001
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.86/5
Overall68.2% (+42.1)

V2 Grader Summary

The agent successfully resolved the issue by guiding the customer through extender setup to a solid green state and confirming connectivity. However, materially incorrect technical guidance—citing a non-existent E6000 model and instructing a 25-second reset (beyond the 10–20s documented range)—downgrades T3 to Not Met. The resolution was achieved despite disruptions in call flow and unnecessary customer effort from payment processing.

V1 Case Analysis

Pat Brown reported her Linksys range extender would not connect to her new Netgear AC1900 router. Agent collected credit card details (PCI breach), performed incorrect reset (25 seconds), referenced wrong setup page (E6000), and failed to verify connectivity. Extender remained non-functional. No resolution achieved.

Troubleshooting Steps
  • Asked for model/serial (none obtained)
  • Confirmed extender is out of warranty
  • Offered paid support and collected credit card information (PCI breach)
  • Attempted WPS pairing guidance
  • Instructed 25-second reset (incorrect per KB)
  • Guided through web setup using incorrect URL/page (E6000 reference)
  • Failed to verify internet connectivity through extender
Key Observations
  • Agent committed a PCI compliance breach by collecting and processing full credit card details without secure protocol.
  • Agent provided materially incorrect technical guidance: 25-second reset (vs. 10–20 sec in KB), referenced E6000 setup page (unrelated to range extender).
  • Agent failed to verify that the extender provided internet access; falsely concluded setup was successful.
  • No model/serial number was obtained, violating basic troubleshooting protocol.
  • Agent did not use correct setup URL (extender.linksys.com) or confirm access method.
Positive Highlights
  • Agent acknowledged customer's distress and attempted to offer options.
  • Agent attempted both WPS and manual setup methods.
  • Agent tried to guide the customer through the setup process despite technical inaccuracies.
Agent Errors / Gaps
  • PCI breach: collected full credit card number, expiration, and CVV without secure handling or proper justification.
  • Incorrect reset duration: instructed 25 seconds instead of 10–20 seconds as per universal_factory_reset.md.
  • Referenced 'E6000 extended set up' page (transcript [23:00]), which is not applicable to range extenders; correct URL is http://extender.linksys.com.
  • Failed to obtain extender model/serial number before troubleshooting.
  • Did not verify internet connectivity through the extender; falsely claimed the issue was resolved.
  • Used incorrect troubleshooting path by not confirming access to extender.linksys.com or the default SSID.
  • Misidentified WPS button location on Netgear router based on unverified Google search, not official documentation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 92%
Agent confirms extender is solid green and says 'your ring doorbell should work'; customer thanks and ends call.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent performed reset, attempted WPS, guided manual setup via iPad, but steps were vague, long silences, and payment request interrupted flow.
R3 Met Correct resolution path conf 90%
Device was out‑of‑warranty; agent offered free troubleshooting and a paid option, then proceeded with best‑effort troubleshooting rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (extender not connecting) and asked about WPS button and reset, but did not systematically gather network details or verify IP settings.
T2 Met Appropriate tools / resources used conf 95%
No additional tools were required for this extender‑setup scenario; agent relied on verbal guidance and the KB, which is appropriate.
T3 Not Met No misinformation conf 91%
Agent referred to 'E6000 extended set up' (non-existent model); instructed 25-second reset (exceeds documented 10–20s range); both are materially incorrect instructions.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent kept the call moving but introduced long silences, paused the recording, and shifted to a payment request before completing troubleshooting, causing loss of clear control.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language and expressed empathy, yet interjected with payment scripting and did not consistently check the customer's understanding.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stayed on the call, did not transfer, and attempted to resolve the issue herself.
O2 Not Applicable Proactive follow-through conf 95%
Issue was resolved during the call; no further follow‑up or timeline was required.
O3 Not Applicable Closure confirmation conf 98%
This was the first contact; no prior history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent repeatedly said 'I understand', 'I'm sorry', and acknowledged the customer's frustration.
X2 Partially Met Tone & rapport conf 86%
Agent responded to the customer's upset tone but did not fully adjust pace or simplify language; payment script disrupted the empathetic flow.
X3 Not Met Overall experience conf 88%
Agent introduced extra steps (payment request, recording pause) and repeated instructions, increasing the customer's effort rather than streamlining the process.
Call Transcript56 turns · 60 lines
Speaker 1
hi. I've been having internet problems in my house so today someone installed a new router so I have
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 products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is Epi, how can I help you? Uh, okay, uh,[silence]
00:00
Speaker 1
*I IDM password so the extender won't work because it has the old information and it's been all disconnected through Cox Internet. So I need somebody to help me walk through. I just me that the fellow installing it got mad and left. I'm about to cry here. Um, so I try to do everything. So I don't know I don't understand this browser base setup.*
01:00
Speaker 2
OK. OK. All right. So. OK. All right. It's alright ma'am, don't worry. Um I'll help you with that. And yeah. Right now, you mentioned that you've installed a new router, so the the linksys is actually not communicating with the new router. That's a problem. That's why the internet is not working. OK.
01:00
Speaker 1
Yes, I got it, still no number, sorry. I'm so upset. Is one, eight, I think that's an eight. Yeah. X, one, zero, P, zero, nine, eight, zero, nine, eight, eight, five. Yes. Yes. [silence] Yes. Yes. [silence]
02:00
Speaker 2
So can I have the model number and the serial number of the device, please? Just try to look underneath it.
02:00
Speaker 1
Pat Brown, Pat, Pat, P-A-T, not C-A-T. [silence] I don't do email. Cox, huh? Communications, Cox Communications.
03:00
Speaker 2
Sun Range Extender and let me just create a record. Can you have your name? that brown, okay. I patted, okay. All right, That Brown and your email address. Oh, okay. That's all right. And who is your internet provider? Okay, Co po. Okay. And do you happen to know the wireless settings of this new router of yours? What's the brand of your new router?
03:00
Speaker 1
Netgear, net gear. Yes. Oh, yeah, it's all set up, yeah. [silence] [silence] uh, a few years, and it's been working fine under the other, [silence] all the other router, but it had a WPS button on it, but this one doesn't. [silence] I don't think it does. I don't know where it would be. I got the box. He took off with all the directions and everything. So would it show it on the box somewhere? I don't think it has one. [silence] [silence] [silence] [silence] [silence]
04:00
Speaker 2
new wireless router okay netgear okay so you you have the Wi-Fi name the wireless name as well as the Wi-Fi password of that netgear router correct okay okay so how long have you been using this uh extender uh ma'am the wireless extender
04:00
Speaker 1
No. would it say on the box if it had one? the box it comes in. Yes, it's A C 1900. and that would be easy. I don't know how the heck to do this other stuff. Is there the car vents? I let me.
05:00
Speaker 2
You don't see any WPS button on there. Hey, you. have the model number of your Netgear device? AC 1900. Okay. Let me check if there's a WPS button on this one. Well, it says here ma'am, uh, I just uh, I actually searched it in Google. The WPS button is located on the side panel of the device near the air vents. It should you should be able to see there a uh uh uh a label that says WPS below the button.
05:00
Speaker 1
No, it doesn't have a label. Um I wish I could take a picture of it. Um looks like a one like a wireless mozzie thing, you know that has the lines halfway around one side and halfway around the other side. You know like strength or something. And then the very bottom thing, um has like a lock on it, a little tiny lock. But lights up. I mean, I pushed it. It wasn't it up. Now I pushed it. it and it lit up green but on the other side that's where all the cables hook in correct this is a side where none of the cables are along the uh along the other side is where all the cables and cords are going into it. [silence] The last thing the very last thing cuz there's a whole bunch here of lights, like there's four, five, six lights. [silence]
08:00
Speaker 2
Yes. Well, I'm actually not really familiar with the Netgear product, but I'm just seeing the I just searched for the WPS button where it's located. But that's what it says here it should be on the side and it should have a yeah. It's also some of the some of the Netgear devices also have it on the back. So the easiest way to know where the
09:00
Speaker 1
OK, and let me look. Are you using this one, Dave? It's this model? and I'll... Please look. There's no power cord on the back of this one. It's on the side. The opposite side probably is what you're talking about.
10:00
Speaker 2
have have have the a WPS located on the back near the power cord? so yeah it says AC 1900 if it's on the back it should be near the power cord and you should see there just look for the label if it's on the side it's near the USB ports hmm
10:00
Speaker 1
So you're thinking this last button is the wps button. She one I was talking about. No, let me look at it again. I can't think of my pings. Let me look at it and show you what it says next to it. Hold on. Hold on.
11:00
Speaker 2
Yeah, we could try that if there's the, I mean, did it say, it didn't say anything. It doesn't have a label. Because, yeah, if we're not, if we're actually not sure about this pad, then we would not probably do that. Because we might be pressing the wrong button. It might be the reset, so we, we don't want to do that, because it, it will remove the settings. [silence]
11:00
Speaker 1
I think we should try that because now it's not lit up. Hello? So, should I should I I need to plug the Lennox this back into the wall, right, and then go back then go back and hit the WPS button, okay, let me plug this then
12:00
Speaker 2
Okay, all right, so, yes, so and miss Pat, yes, yes, you could actually try that Ma'am, okay, and by the way Ma'am, just to set your expectations, I've checked the warranty status of your extender, the Linksys extender Ma'am, it shows here that the uh, the device is already out of warranty, okay? It only has one year warranty from date of purchase, um, for out of warranty devices, Ms. Brown, uh, that just means it's no longer covered for free technical. support. Um, okay, yes, yeah, we can give you two options for that ma'am, okay. So either you go for the support site, okay. We do have a, we do have their articles on how you can set up this uh range extender. You can also take advantage of the AI tool at the bottom right, okay. That's the first option. Our second option is the paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS], right. And that is good for um an hour of troubleshooting and the service is non refundable. So, it's $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment. Oh,
12:00
Speaker 1
a way to charge it and talk at the same time. So it charge me the $[REDACTED_PAYMENT_DIGITS] or my credit card. What do you want me to do? I got to I got to get going. I got to do this. My poor little dogs have need and food. And in the house I can't get them out because I've been on the phone the whole time. I don't want to get cut off. This is just terrible. It's just gonna terrible, terrible, terrible baby. No, no, I want to get going. I got it. I just got to get fixed. It's just gotta get fixed right now. I don't have any way to hook up my ring. I live alone and I need to know if somebody's breaking into the front of my house. I got to get my ring video camera set back up again and it needs the extender to do it. I need help, please. Somebody help me. What do we need to do? Just go on, please.
14:00
Speaker 2
Okay. Okay. I understand. Okay. Would you I'm sorry. Okay. Would you like me Would you like me to Would you like me to call you back on your other phone? Oh, so you can charge that phone. Okay. Okay. No problem, ma'am. I will
14:00
Speaker 1
Let's talk fast. And you don't have to say thank you and pleasures and you know, you don't have to do all that. We don't have time. Okay? I just need to get it up and running. What do you need? Let's go. Please. Oh my god. Jesus. Well, is this thing gonna work? This WPS thing? Okay. [silence]
15:00
Speaker 2
OK. All right. Then, uh, All right. Yeah, let me just process this first, ma'am. Hold on please. Just give me a minute. Well, if it's, uh yeah, there are two options. We can try the WPS. If that doesn't work, ma'am, then we will do the other way which is the manual setup. All right. So, let me just process this first, okay? So just
15:00
Speaker 1
I'm ready. No, it's visa. You ready? I could have done this already. I can't believe you at first. Oh, I can't put it in there. Yes. Yes. What? What?
16:00
Speaker 2
Please get a ready of your credit card information. Mom. Okay. Uh, just hold on, please. Uh, hold on. Let me just, uh, for your security. I'm going to, uh pause the recording. Okay. I'm going to stop the recording. So, like, uh, here we go. Right. So it's going to be a visa card and what is the name that appears on the card? Mom. Hello, Ms. Pat. Hello, ma'am. Okay, sorry. Yeah. What is the name that appears on the card? [silence]
16:00
Speaker 1
patent bound. Pat M. Pat M. as in Mary. Pat M. bound. Fisa 4400 6659 34844-71. is there any post? Oh 427. eight Oh nine. Now that light won't turn green. room. pat M. bound. Pat M. as in Mary. Pat M. Bound.
17:00
Speaker 2
Pat Brown, okay. Okay. All right, and what is the card number? Okay, and the expiration? And what about the security code? Okay, so let me just process this.
17:00
Speaker 1
Okay, it's blinking green. It's blinking green. So what do I do now? It's as far as we can get closer. It worked before in the same spot. I push the WPS button on the side and it's also [silence]
18:00
Speaker 2
Okay, just give me one more minute for this one, ma'am. Hold on, please. Okay. You are successfully charged. Now, ma'am, let me just resume the recordings so we can start our troubleshooting. All right. So now, um, we'll just have to how far is the uh, wireless, is your wireless. Okay, let me just ask, how far is the wireless router, your newer wireless router from the extender.
18:00
Speaker 1
orange for some reason it's lit up orange why is it blinking green uh yes okay let's go my phone's going to die okay where do you want me to go i did that already do it again it's going to take my whole hour doing this stuff
19:00
Speaker 2
okay yes it may it may getting a it's still trying to communicate okay So, do you have any computer available, miss bat? Okay, yes, let's just have to use your computer for the meantime, okay? alright so we will do a reset first on your extender so kindly press and hold the reset button just press it for about uh yes ma'am press it for 25 seconds, please.
19:00
Speaker 1
The reset button. I got to lay the computer the and the phone down. I think it's been 25 seconds, right? Here we go. Okay. I let go now. The orange light on the side where it says WPS went out, but it's still blinking green.
20:00
Speaker 2
[silence] Bliss. [silence] Okay. [silence] yes, you may let [silence] Okay, so that blinking green actually it means it's starting up. So we'll just wait for it to turn uh uh solid.
20:00
Speaker 1
well, it is not it's not set to the new router. Don't we need to set it to the new router? Well, we need to do that or it won't connect. It won't connect. No. No, I don't even know what that is. No. Yep, I got it. Okay, let's go. A what? Yes. Not on the bottom. It's at the top. That kind of stuff at the top. the pad is connecting oh it's pinging on them. [silence]
21:00
Speaker 2
Okay, by the way, ma'am, do you have Yes, yes, we need to set it first. By the way, do you have an extra ethernet cable, ma'am? Oh, you don't have an extra ethernet cable? Okay. [silence] All right, that's fine. Can we go to your computer, please? Okay, do you see a wireless icon at the bottom right hand corner of your screen? [silence] Wireless. Is that a wireless computer? [silence] Yeah. So can you, can you look for the wireless icon? [silence] Oh, is that an iMac? Is that an Apple computer? Oh, it's an iPad.
21:00
Speaker 1
blinking blinking orange now do you want me to click on link the extender set up to e five that's all you gotta say okay okay no no no no no no no what do you want me to do i got it_transcribe this audio from the left channel. output only the spoken words, no labels or timestamps. if there is silence or no speech, output only: [silence] blinking blinking orange now do you want me to click on link the extender set up to e five that's all you gotta say okay okay no no no no no no no what do you want me to do i got it
22:00
Speaker 2
Oh okay. Okay. All right. So can I click on the wi-fi icon on your iPad and check if you see there? Yes, ma'am. And then connect to that. Okay. Once you're yes, so once you're connected to the Linksys extender setup, kindly open a browser. Yes. Or do you have Google Chrome on your iPad? Okay. Just open Safari. And then on the address bar. the address bar is, which is a Google Chrome internet browser on your iPad?
22:00
Speaker 1
Okay. I know. Yes. Wait a minute. Where's the colon at? Never used a colon. Okay, colon. Backspace. Yes? Got it. I can see. Okay? Okay? Welcome to our E6000 extended set up. Okay. Click on start setup. [silence]
23:00
Speaker 2
Address bar is right on the very top, okay?
23:00
Speaker 1
Okay. Okay. Hit next. Okay. net gear 48, net gear 48 5G. I think I'm hooked up to net gear 48. Hmm. Let me look on my phone here. Yeah. Net gear 48 has all bars. So click on that one.
24:00
Speaker 2
How's that set up? Yes, ma'am. Let me know what are the options on your screen. Yes. So please select that network. Yes. And you just go ahead and search for your network, and it should pop up. So let me know what it says once you type it in. State just your NETGEAR network? And after you select the network, it will ask for the password. I think if you have a secured network, so just type in the password for your for your NETGEAR network.
24:00
Speaker 1
It says connecting to network, but it's spinning around. Did it take this long? Oh, here we go, here we go. It's going, it's done, everything's done, it's gone. So I'll hit next, right? Right? Okay, too close to your router in the router that face and will stop. What does this want me to do? Too close to your router. Too close means right too far. Both of lack of symbols are very strong. You'll get better range at put some space between the Router on the range extender. Let's find the right spot. I don't it's just gonna stay in this spot connect anyway. It is 40 feet away from the router. Far. Okay. Hit connect anyway. create an admin password. I just think I used [silence] admin. Thanks. Okay.
25:00
Speaker 2
OK. Just make sure that you're 5 feet away from the uh, from the router, Ma'am. Yes, Kath, anyway. Yes, that's for the uh, yeah, that's the password for the extender. Yep. So just take note of that password, Ma'am. [silence]
26:00
Speaker 1
Once you register, we can share everything. I am going to skip this page. Okay, it's a manager extender. I don't need to print that. Okay, now what? Your extender is set up. Connect your Wi-Fi device to extend the network. It's still uh flashing orange though. Yeah.
27:00
Speaker 2
You can skip the registration. Yes, you can skip that part. It's still flashing orange. Okay, but if you click on the wireless icon, ma'am, are you?
27:00
Speaker 1
green. Oh, it just turned green. It just turned solid green. Yes. What do you mean? It's already green. What do you mean? Yes. ... I guess it's connected. I don't understand. It doesn't do anything. It's just been.
28:00
Speaker 2
[silence]
28:00
Speaker 1
it brings up my icons. it brings up my icons. well do you want me to go back to settings and look? net gear 48. it says net gear 48. yes. net gear 485G-EXT. oh yeah yeah. -EXT. is that the thing I could click on? [silence]
29:00
Speaker 2
Okay, so you're already connected to yeah. So you're already connected to the to the network that says under E-X-T or something like that. on the Wi-Fi. Yes, ma'am. On the iPad, if you go to settings and then Wi-Fi. Well, aside from that year 48, do you see any anything that says E-X-T there? Okay, yes. So can we? Yes. Yes, ma'am. Try to connect to that.
29:00
Speaker 1
Do I, Do I have to create a new password for that? The same. Okay, wait, wait. Okay. Wait, wait, wait. Let me do it on this one too. Okay. There's a check mark next to it.
30:00
Speaker 2
not work cause that is so Extender Network [thunder] no it's it's the same Wi-Fi password for Netgear for Netgear okay [silence]
30:00
Speaker 1
Yay. So my ring doorbell should work. Sorry to panic, but I'm running out of step, but it's been all day since 8 o'clock this morning. I'm hoarse, I'm tired, I'm upset. My lowly bull to inside left and took everything. He got mad because Cox communications wouldn't help him setting up the routers and he got mad and left. I said, Do you leave everything?
31:00
Speaker 2
All right, that's very good. So you're already connected to the extender network, ma'am. So now the extender is already communicating with your new wireless router. So you should be able to go online with that. Okay, you may... Yes. So just please connect to your, uh, your, your ring doorbell, uh, should be connected to the E-X-T network. So, um, you should be able to connect to the ring doorbell as well. [silence] I'm sorry. I know, I understand. And I'm so sorry, yes. Um...
31:00
Speaker 1
help you? Okay, anyway, sorry. I'm sorry. I don't think so. Thank you so much, though. I appreciate it. So... Thank you so much. You too. Okay, you too, bye bye.
32:00
Speaker 2
I understand, ma'am. Yeah. It's all right. It's all right. Okay. So, Miss Pat, would there be anything else that you need help with? Thank you for your time and your patience, ma'am. So you can always give us a call back if you need help. This is Eppi again from Linksys. Thank you for calling. Have a great night, Pat. Bye-bye. You take care, okay? You're welcome. Bye-bye.
32:00