V2 Rubric Detail — 3532bade-6b28-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 15:13
Duration
9m 35s
Contact
970-250-9072
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall58.1% (+0.1)

V2 Grader Summary

The agent correctly handled the out-of-warranty status by offering both paid support and self-help instructions (R3 Met, T3 Met), but failed to demonstrate empathy or adapt communication to the customer’s distress (X1, X2, X3 Not Met). Troubleshooting was incomplete and no resolution was confirmed, resulting in a partial resolution outcome.

V1 Case Analysis

Customer unable to reconnect RE6300 extender after relocation. Device out of warranty. Agent provided factory-reset instructions and default SSID (Linksys Extender Setup–XXX). Customer will attempt steps independently. No case created or follow-up confirmed.

Troubleshooting Steps
  • Confirmed out-of-warranty status and offered paid support
  • Provided factory-reset procedure for RE6300
  • Explained default setup SSID and LED indicators
Key Observations
  • Agent provided technically accurate instructions for RE6300 setup (factory reset, default SSID, LED indicators)
  • Repeated paid-support offer after customer declined and expressed frustration
  • Asked for irrelevant router model information (AT&T router)
  • Failed to collect customer contact details or create a case for follow-up
  • Did not verify whether the troubleshooting steps resolved the issue before ending the call
Positive Highlights
  • Correctly identified out-of-warranty status and communicated it clearly
  • Provided accurate factory-reset instructions and default SSID details for the RE6300
  • Offered a self-help path when the customer declined paid support
Agent Errors / Gaps
  • Repeated paid-support offer after customer declined and expressed frustration
  • Asked for unrelated router model information
  • Failed to collect customer contact details or create a case for follow-up
  • Did not verify resolution or confirm the customer understood next steps
  • Poor call control — allowed customer to disengage without closure

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends without confirmation the extender was successfully connected; customer remained uncertain and no resolution was verified.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent provided reset instructions and mentioned the default Wi-Fi name, but did not confirm LED state, guide through setup steps, or verify connection success.
R3 Met Correct resolution path conf 96%
Agent correctly identified device as out-of-warranty and offered both paid support and free step-by-step instructions — appropriate path per universal_paid_support_workflow.md.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (can't reconnect extender) and advised reset, but skipped key diagnostics like current LED status, Wi-Fi network visibility, or prior configuration state.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (e.g., remote access, logs) were needed; verbal guidance on reset and setup was sufficient and appropriate for this issue.
T3 Met No misinformation conf 97%
Instructions on reset duration (30 sec–1 min), default SSID 'Linksys extender setup', and no password required are technically accurate for RE6300 per universal_range_extender_setup.md.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic flow but failed to set clear expectations, summarize next steps, or manage transitions smoothly; repeated prompts caused disjointed pacing.
C2 Met Confirmed understanding conf 92%
Agent used plain language, avoided jargon, and repeated key points when customer expressed confusion — adapted to customer’s self-described technical level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent offered to send instructions and asked for contact info, but did not commit to follow-up verification or stay on the line to complete resolution.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to sending instructions via email but did not specify delivery time or confirm receipt; no callback or reconnect timeline established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted — issue was within scope of L1 support for an OOW device, and agent offered valid resolution paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent never acknowledged customer’s frustration ('I'm so frustrated', 'this is too complicated') with empathy or reassurance — remained procedural throughout.
X2 Not Met Tone & rapport conf 90%
Agent used a flat, repetitive tone despite customer’s emotional cues; failed to adjust pace or offer encouragement during moments of confusion.
X3 Not Met Overall experience conf 90%
Customer had to locate device, reset it, move it closer, and potentially call back — agent made no attempt to streamline steps or reduce effort.
Call Transcript19 turns · 19 lines
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. Or please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. 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.linksys. Good
00:00
Speaker 1
[silence] Yes ma'am. I bought a one of your Lynk Sys range extender. It's an R 6300 uh back in 2018 and I had been using it quite a bit and it's working fine. Well then we moved to a new location and so I've got all the different Wi-Fi and all that kind of stuff. And I'm having a dickens with trying to get this unit connected to my Wi-Fi and I don't know if you can lead me through that.
01:00
Speaker 2
You can also connect with other users for tips and guidance at Reddit.com slash r slash linksys. Hi, thank you so much for calling. In sis, this is strache.
01:00
Speaker 1
Sure, uh it is 17x1 1 P. O 88 02 399. Yes. 17x11p08802399. Uh AT&T.
02:00
Speaker 2
Okay, can you provide me your serial number?
02:00
Speaker 1
mm hmm
03:00
Speaker 2
Okay. So as for checking in our records, sir, it shows that this device that you have is already out of warranty. Uh the warranty expired last December 2019. And just to set your expectation, sir. For out of warranty device, um we no longer provide free technical support. But if you wish to be assisted over the phone, sir, um we have a fee service which is which will cost you uh pen, um money that's going to be $15.00 per one hour of troubleshooting. Or if you don't want to pay for the service, I can send you a step-by-step instructions, sir, on how to add it back I mean reconnect it to your network. If I may ask, sir. Yeah, go ahead. Um if I may ask, sir, how did you try to um connect the.
03:00
Speaker 1
I'm, I have not ever tried the WP button just because I've got other things connected to our router, and I don't want to have to reset all of that stuff. So I'm I'm pretty stupid when it comes to this electronic stuff. Uh, I'm I'm sorry, does it have what? Uh, model. I I'd have to go upstairs and look. I don't know. I think maybe what I'll do. Hmm, what? No, uh, it's not a Linksys router. I'm I'm sure it's an AT&T router.
04:00
Speaker 2
Okay, what's your, okay, what's the model number of, what's your router, sir? Is it a Linksys as well? What is the brand and model of your router? But it's not a Linksys, is it a Linksys? All right, so since this device has been, has been connected, or working
04:00
Speaker 1
Yes, I tried that. Okay. Yeah. And I just don't know how to do it because I can see it and I and it comes up on my computer screen. And then I and I don't know what password it's asking for. I'd set it up when I'm an original, but I guess
05:00
Speaker 2
Before sir, it's been configured before. You may have to reset the device, the extender. Factory reset, sir. For like 30 seconds press on the reset button. So the reset button, sir, is the one in the hole, sir. Okay? So the one that's it. Okay, press and hold it, sir, for 30 seconds to one minute and then you'll have to reconfigure it, sir. When you set it up, sir, you have to move it within five feet of the router so that it will connect. Once the light indicator is return solid green, which means online, you can relocate it back. But the minimum requirement for the extender to reconnect should be near the router.
05:00
Speaker 1
I guess it should. I just don't know. It's just too complicated. I guess. What number am I trying to connect? You mean for the password? Well, first of all, I tried, I tried the password for the router. That didn't work. Then I tried the oh, that's the password. Oh, that's the password. Oh, that's the password. Oh, that's the password. Oh my god. Because I keep seeing it. Yeah, all right. I get it. Yeah. If we can't figure this out, then we're going to have to change first the password, then the name of the router. K, I get it. I get it, I get it. I'm sorry. I'm just so frustrated. Then you need to speak to the tech guy. Yeah, no. I better. I better do that. But that means he's gonna come to the house. That's like a huge deal. He's coming to the house. 7:38 PM
06:00
Speaker 2
What password is that? What network are you trying to connect sir? Yes. Yes. Because, are you connecting to the default Wi-Fi name of the extender sir? Because if you have reset the extender see and it was successfully reset, the Wi-Fi name sir of the extender for a setup is Linksys extender setup. So that's the default Wi-Fi name of the ex. No, no. That's the Wi-Fi name sir. And it's not gonna ask for a password sir, if you're going to connect to that network. There is no password sir. You can just connect and then you can start the process, the setup process.
06:00
Speaker 1
[KEEP_UNCERTAIN] setup and then it's showing me a number and that's what I've been hooking on to, but maybe that's not the Lynksys extender. I guess I was confused about that. So maybe I I'm sorry. Uh you could send me step-by-step instructions. I would try that if you would like to do that. Thank you. Well, you know, I've got that. I've gone into the to the website and I've seen how it does but I can't get that far because I can't get this thing.
07:00
Speaker 2
would you like to: proceed with the paid service: instead, would you like to proceed with the paid service or I will just send you a step-by-step instruction, okay, then if that's okay, sir, can you please give me your full name and email for account, I mean, for case creation and then I will send you the the link for the instruction.
07:00
Speaker 1
I just can't I don't know. Maybe I need to go find my neighborhood quiz kid. Heh. Yeah. Well, I'm holding the I'm holding it in my hand now because I had to take it out unbug it to look up the serial number. So I I can start all over again, but you know, Okay. And where do I find the Oh, oh, I see it. Yeah. Okay. I I see that. Well, one of the things is that the router is
08:00
Speaker 2
So, so far, so far, sir, what do you see on the screen right now? On your computer? Okay. Okay. I see. Okay. And when you set it up, sir, please move it right next to the router, sir. And reset it again. The light indicator, sir, if it's ready for setup, it's supposed to be blinking amber and the default wifi name, sir, again which is link sys extender setup and then the three numbers, sir are the last three digits on the mac address. So, that's the default that's the default wifi name, sir, of the extender if it's properly reset. Yes. Mhm.
08:00
Speaker 1
It's in a different room, and so I guess I need to take it and we'll get it closer. Okay. Uh, okay, I'll give that a shot. Thank you. Okay. Have a good day. Okay, great. Well, thank you, I appreciate it. Have a good day. Thank you. Bye.
09:00
Speaker 2
yeah i guess sir i guess that's a problem dont worry sir you can call us back sir if you need uh like help dont worry sir have a good day you too bye bye [silence]
09:00