V2 Rubric Detail — 361026fa-808e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 20:46
Duration
8m 48s
Contact
920-205-1053
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137349
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to reconfigure the RE

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp2.86/5
Overall18.9% (-37.1)

V2 Grader Summary

The agent correctly identified the RE6500 as end-of-life and out-of-warranty but failed to provide any meaningful troubleshooting or best-effort support for an OOW device, instead redirecting the customer to self-help resources. The call lacked diagnostic depth, ownership, and clear next steps, resulting in an unresolved issue with avoidable customer effort. Technical accuracy was partially met due to an unsupported claim about support end dates.

V1 Case Analysis

Customer unable to complete RE6500 extender setup; device keeps resetting. Agent confirmed out-of-warranty/end-of-life status and provided link to support.linksys.com for self-help.

Troubleshooting Steps
  • Collected model (RE6500) and serial number (14S10P05505353)
  • Confirmed device is out of warranty/end-of-life (support ended May 2025)
  • Advised factory reset and reconfiguration using a computer
  • Provided link to support.linksys.com and AI tool for self-help
Key Observations
  • Agent correctly identified model/serial and accurately communicated end-of-life/out-of-warranty status
  • No hands-on troubleshooting performed (e.g., power-cycle verification, reset procedure confirmation)
  • Call contained silences and repetitive serial number clarification, reducing efficiency
  • Agent provided correct support URL but did not verify customer access to resources or computer availability
  • Customer expressed clear frustration and sarcasm at lack of resolution (timestamp 07:47)
Positive Highlights
  • Collected required product information (model and serial number)
  • Provided accurate warranty status and appropriate self-service resources
  • Correctly identified RE6500 as end-of-life device with no further technical support available
Agent Errors / Gaps
  • Failed to attempt any troubleshooting steps beyond generic factory reset advice
  • Did not verify customer could access suggested support website or had computer for setup
  • Did not confirm correct setup URL for RE6500 (should be extender.linksys.com or 192.168.1.1 per KB)
  • No clear next-step or follow-up mechanism established after providing self-help resources

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent directed customer to self-help resources without resolving the issue or confirming a resolution path; the extender remained unconfigured.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were conducted — agent skipped diagnostics and immediately recommended a website after identifying the device as EOL.
R3 Not Met Correct resolution path conf 96%
Agent identified the RE6500 as out-of-warranty and EOL but failed to provide best-effort troubleshooting (e.g., factory reset guidance, configuration steps) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent collected model/serial number but asked no diagnostic questions about LED behavior, prior setup attempts, or network configuration.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — agent did not guide through setup process, verify connectivity, or leverage admin interface; relied solely on customer's verbal report.
T3 Partially Met No misinformation conf 95%
Agent correctly identified the RE6500 as a range extender and recommended a factory reset and computer-based reconfiguration per KB, but claimed 'technical support ended May 2025' without KB support.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent initiated the call professionally and gathered basic info, but lost control during silences and failed to structure a clear troubleshooting path.
C2 Partially Met Confirmed understanding conf 89%
Agent used minimal technical jargon but did not adapt to the customer's clear frustration or confirm understanding of next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disclaimed responsibility by stating support has ended and redirected the customer to a website, failing to take ownership even for best-effort help.
O2 Not Met Proactive follow-through conf 96%
Only next step provided was 'visit the website' — no specific instructions, timeline, or follow-up commitment were given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was within scope of L1, even as an 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 expressed empathy with 'I understand' and apologized, acknowledging the customer's frustration despite EOL status.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a steady tone but did not adjust pace or approach in response to the customer's mounting frustration or communication challenges.
X3 Not Met Overall experience conf 95%
Customer was forced to perform all effort independently — no agent-led actions, remote guidance, or simplification of steps were provided.
Call Transcript13 turns · 15 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling Linksys. This is Effy. How can I help you? Okay. So you're Is this for initial setup or that was working before? Can I have the exact model number and the serial number, please? Just try to look underneath it. [silence]
00:00
Speaker 1
Okay, I'm gonna have to. All right, so listen, I'm out in a, I'm in a steven, my Wi-Fi router is up in the house, my, my one that I have, my regular router, right, my ruter that I have up there. I have a hard wire run buried underground out to my steel shop, out to, I have a steel building, and the range extender is inside this steel building, so when I'm out here working, I can use my phone and whatever, right? So, um, I am currently sitting at the doorway inside this steel shop with my phone so that I can make Wi-Fi calls because I live in the boonies and I don't get cell service. So, I can make Wi-Fi calls off of the service Wi-Fi unit that's up in the house. So, I'm gonna have to set the phone down 'cause if I walk over with this phone inside this steel building to where this ruter the extender is, I'm gonna lose you. So, it's currently plugged in, the light is on, uh, it's solid white, and I'm gonna have to. I've been, the problem that I'm having is I only have this cell phone and I'm trying to log into the internet, you gotta log into the range extender to fricking uh tell the password, but then when you, it tells you to open up a browser and type in this address, so you can type in the password, so then it kicks off of that Wi-Fi system, tries to hook back up to the Wi-Fi from the house to get the internet and it just, it like resets every time, it just keeps resetting and it's just, it's a struggle. So, should I I but with all that being said, should I go unplug the unit and bring it over here and read the numbers off to you? And then I'll have to go back over and plug it back in and I'm hoping that I can talk to you and somehow you can enter the information that needs to happen to register this thing and I can give you the password for my Wi-Fi and and maybe you can get it up and running on your end for me. Okay, alright. Is there any way you can turn it up I got you on speaker phone and I got you on high volume and I can barely hear ya. Hey, that's much better. Yes. Okay. I actually got to set this phone down here. Are you still there? Okay, sit tight.
01:00
Speaker 2
access to your range extender. So we really need to manually set this up. And yeah, that's the reason why I need to ask for the model number and the serial number. In order for us to, yeah, validate the warranty as well. Hello? Can you hear me? Is that better? Okay, all right. Yeah, I'm still here.
03:00
Speaker 1
Oh I have the same unit for like five years and it finally uh, hello? Okay, my phone keeps keeps beeping cuz I'm I'm on the edge of my service and so I got this extender. Okay. I got my reading glasses. Do you have my phone number and c can you call me back in case I lose you? Yep. Yep. Yep. Yep. Okay. You ready? What do you want for a serial number? Uh 1 4 S as in Sam, 1 0 P as in Pacific 0 five five 0 5 353. Okay. Okay and?
04:00
Speaker 2
Yes sir. Yes I do have your phone number Here nine two zero two zero five one zero five three please. Okay so it's one four S and Sam one zero P four P. [silence]
04:00
Speaker 1
Correct. There you go. Yes ma'am. Jeff. Jeff. Kirk, K-I-R-K. J Kirk. C47 at gmail.com. Yep. [silence]
05:00
Speaker 2
ad theater 05505353 okay I'm just going to check this serial number. So you have an RE 6500 correct? Hmm I wasn't able to get your name sir. Can I have your name please? Jeff and last name? Okay and what about your email address? Okay so that is again jirk J for John K I R K C for Charlie J for John the number seven gmail.com.
05:00
Speaker 1
Hi, for Jeff, yup. My internet provider. That's a great one. I don't even know who they are. It's DSL. It's uh okay. Michigan Broadband. Yeah. So I got to go in the house and fire my computer up. Yeah, yeah.
06:00
Speaker 2
Okay, and your internet provider. [silence] Michigan Broadband. Okay. [silence] Yes. So actually this range extender, sir, as I've mentioned earlier, needs to be reconfigured. Okay. If you have a computer there, I think there's a need for you to reset the password. Yeah, you need to reset this device to factory defaults and reconfigure it using your computer. And just to set your expectation here, Jeff, okay. Um, upon checking on our system, your range extender RE6500 is one of our end of life devices, okay? Um, [silence]
06:00
Speaker 1
Ooh, upgrade? You wanna try and sell me an upgrade? Yeah, that's all right. cause I just bought this. It replaced this one. I had the same unit for the last five years, and I bought it on the internet to replace it because it mounts to the same, it mountand and it it worked fine. And uh, I'll run this in Sucker till it dies and then I'll buy your latest technology because I'm sure whatever you try to sell me today will be at its end of life cycle by the time this thing fails.
07:00
Speaker 2
[silence] I understand. Yeah, we're we're actually not selling anything here, so I'm just um informing you that this device is already out of warranty. Um, it's one of our end of life devices and there will be no more updates for this in the future. The uh, the technical support is even not covered for this. Um, the technical support ended May 2025. So what we can offer is our website search option. Yes. We do have a website support.linksys.com. You will find their articles and how to to reconfigure your device. Um, if you're looking to reconfigure your device, you can visit this page where it will give you all the details.
07:00
Speaker 1
yeah you know thanks so much for uh nothing i suppose and or pointing me in the right direction i guess on how to fix this myself um have a fantastic remainder of your week i guess Yup. Yup. Bye bye.
08:00
Speaker 2
figure it. this R E6500 you can also take advantage of our AI tool at the bottom right. So it will give you instructions on how to reset up the range extender. Yes, I apologize for that. Yeah. Okay. Well, I thank you for calling linksys Sir Jeff. This is Appia again from linksys. You have a great day. You take care.
08:00