V2 Rubric Detail — 3b0f5abc-6032-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:27
Duration
9m 34s
Contact
Shelby McLain
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132264
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide troubleshooting solely due to out-of-warranty status, violating the OOW best-effort standard and abandoning the customer's request for help.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication1.25/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent refused to assist with setup due to out-of-warranty status, violating Linksys support policy requiring best-effort troubleshooting. A technically inaccurate reset instruction (30 seconds vs. 10–20) was given, and the agent failed to adapt to the customer's requests for clarification. Despite promising an email, the agent abandoned the interaction without meaningful progress, resulting in an ownership gap and triggering an auto-zero for avoidance.

V1 Case Analysis

Customer unable to connect Linksys Wi‑Fi extender after modem replacement; provided reset instructions and emailed setup guide; offered paid support.

Troubleshooting Steps
  • Advised to place extender within 2‑3 ft of the router.
  • Instructed to wait for orange LED then hold reset button for 30 seconds.
  • Promised to email detailed setup steps and offered paid‑support.
Key Observations
  • Agent never collected the extender model or serial number.
  • Reset instructions were inaccurate (30 s hold, orange‑light timing).
  • Agent claimed inability to fully assist because the device was out of warranty, contrary to policy.
  • No verification that the extender successfully connected after reset.
Positive Highlights
  • Agent correctly identified need to reconfigure extender after modem change.
  • Obtained serial number and confirmed email address for follow-up.
Agent Errors / Gaps
  • Missing model/serial number collection.
  • Provided incorrect reset procedure.
  • Stated out‑of‑warranty prevented full assistance (policy violation).
  • Did not confirm that the extender was working before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'I can no longer walk you through the entire process' due to OOW status and ended support, offering only an email or paid service — issue not resolved or meaningfully progressed.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent instructed a 30-second reset and advised placement near the router, but did not verify symptoms, check LED states post-reset, or guide through setup — troubleshooting was incomplete.
R3 Not Met Correct resolution path conf 97%
Agent refused further assistance solely because the device is out of warranty, violating the OOW standard requiring best-effort troubleshooting for setup and connectivity issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only for serial number and ISP; no diagnostic questions about current LED behavior, connection attempts, or error messages — no logical diagnostic process followed.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (remote access, logs, web UI) were used or required for this basic setup issue; agent relied solely on verbal guidance.
T3 Not Met No misinformation conf 97%
Agent instructed a 30-second reset, but KB specifies 10–20 seconds or until LED flashes red and turns off — this is a material technical inaccuracy affecting reset success.
Communication
C1 Not Met Clear & professional language conf 94%
Agent provided no initial framing, had multiple unexplained silences, and abruptly shifted to warranty disclaimer without managing expectations or call flow.
C2 Partially Met Confirmed understanding conf 89%
Agent asked customer to spell name and email, showing some adaptation, but failed to adjust after customer said 'you will have to slow down and repeat that' — continued at same pace.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned the case upon learning OOW status, refusing to guide through setup and handing off to email instead of providing best-effort support.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send setup instructions via email immediately after the call — specific next step with defined action and timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff — continuity not applicable.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and could have been resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — E2 not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy, did not acknowledge customer frustration or difficulty, and maintained a transactional tone throughout.
X2 Not Met Tone & rapport conf 94%
Customer explicitly asked agent to slow down and repeat, but agent did not adjust pace or check understanding — failed to match customer's communication needs.
X3 Not Met Overall experience conf 93%
Customer was forced to wait for an email instead of receiving real-time guidance, creating unnecessary delay and effort despite being on a support call.
Call Transcript20 turns · 20 lines
Speaker 1
Yeah. Hi. I, um, we had to get a new, um, Wi-Fi network, um, I think it was our modem that we actually had to have replaced 'cause our other one was like outdated.
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, please have your device's 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 Joy. How can I help you today? [silence]
00:00
Speaker 1
Um, and since we got a new one, I have not been able to get our Wi-Fi, our Linksys Wi-Fi extender to work. Like I can't, I cannot figure out, I cannot figure out for the life of me how to get this connected to my new Wi-Fi network. 40, or sorry, 41110M as in Mary 18B as in boy 01677. Our internet provider is MetroNet, which is now partnered with T-Mobile.
01:00
Speaker 2
Okay. Have the serial number. Okay. I see. You have this serial number of your length 2 device, please. Okay, let me check. And who is your internet service provider?
01:00
Speaker 1
Shelby McClain, M-C-L-A-I-N McClain. Shelby S-H-E-L-B-Y. It's my first and last name. So, Shelby McClain, B as in boy, L as in Larry, C as in Charlie, @Yahoo.com.
02:00
Speaker 2
do you have your first name and last name please? NCIL. and how do you spell your first name? And lastly your email address. Okay, thank you. Alright so where is that extender located right now?
02:00
Speaker 1
you will have to slow down and repeat that.
03:00
Speaker 2
Okay. Mm. So, um, since you change, um, internet or modem, you need also to reconfigure this router in order for it to connect again. So, you need to plug that in near to your router first and reset to set it up and after you can relocate it. So, um. Oh, you need to can you need to reset the router first
03:00
Speaker 1
Okay. [silence] So do I, how do I reset it, do I just hit the reset button, is that what you mean? like that's on it. Okay. well, this keeps saying like, or this just keeps blinking blue. Oh, okay. Do I need to plug in [silence]
04:00
Speaker 2
So, you need to plug that in right next to the... I mean the extender. You need to reset the extender. You need to plug that in right next next to the router or at least two to three feet apart from it so that you can set it up easily. Then you reset it. Yeah, after you, like, plug it in right next to the router or near to it, you just have to wait for it to reboot first. And once the orange lights come out, then you press and hold the reset button for 30 seconds to reset it. Yeah, it's still booting up. So just wait for it to turn, like, blinking orange.
04:00
Speaker 1
and like my Ethernet cable, like directly into it. Okay, now it's like blinking orange. Okay. Right now while it's blinking orange, [silence]
05:00
Speaker 2
No need to plug in ethernet cable. Yeah. So just press and hold the reset button for 30 seconds. Again, after that it will reboot again and once it will turn blinking orange.
05:00
Speaker 1
Can you hand me a pen?
06:00
Speaker 2
Linksys extender.
06:00
Speaker 1
ok quit. I pulled it for 30 seconds. Um, Okay. Now it's blink now it's just solid blue. So you said I need to go to my settings and Wi-Fi. So now it's blinking blue. Okay. Yeah, because now it's blinking blue. P-pap quit. [silence]
07:00
Speaker 2
[silence]
07:00
Speaker 1
Yeah, can you just [silence] me the email? Okay. Thank you.
08:00
Speaker 2
By the way, ma'am, I checked here on my end this extender is no longer under warranty, so I can no longer walk you through the entire process. But I can send you an email, instructions for the setup procedure, or you can also avail our paid service that's $15 for an hour. All right? I'll be sending you the email right away after this call. So, after you reset that one, just connect to the links's extender setup name. It will direct you to the setup page or if not, just access the web interface or the website for the extender. I'll be sending you the instructions also for that. [silence] All right. [silence]
08:00
Speaker 1
[silence] Yes, thank you. Yeah, you too. Bye. Yep. Trying to end it.
09:00
Speaker 2
Let me verify again your email, that's Shelby Mclean BLC@yahoo.com. All right, so just wait for the email, I'll send it right away after this call. Thank you for calling, Lindsay's ma'am. Have a good one. Bye. You can end the call now ma'am, thank you. [silence]
09:00