V2 Rubric Detail — 3b51f0bc-809d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 22:33
Duration
6m 36s
Contact
608-733-8308
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137366
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE getting weak signal
⚠ Auto-Zero applied: Avoidance/Evasion

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent avoided all troubleshooting for a newly purchased RE7000 range extender with weak signal, incorrectly declaring it end-of-life and stating support ended May 2025 (contradicting KB). Instead of providing best-effort OOW support, the agent redirected the customer to return the product, demonstrating avoidance of responsibility. The call lacked ownership, empathy, and meaningful progress toward resolution.

V1 Case Analysis

Customer reports RE7000 extender shows green LED but does not extend Wi-Fi. Device out of warranty; agent incorrectly stated Linksys no longer manufactures range extenders and performed no troubleshooting. Advised self-help via support.linksys.com and replacement.

Troubleshooting Steps
  • Collected model and serial number
  • Checked warranty status via internal system
Key Observations
  • Agent made materially false statement: 'Linksys no longer manufactures range extenders' (contradicted by current RE Series models in KB).
  • No technical troubleshooting performed despite clear connectivity issue - skipped reset, setup network verification, SSID check, and placement guidance required by universal_range_extender_setup.md.
  • Correctly identified device model (RE7000) and communicated out-of-warranty status with end-of-support date (May 2025).
  • Provided correct official support URL (support.linksys.com) but offered no actionable self-help steps beyond replacement.
Positive Highlights
  • Collected and correctly identified model (RE7000) and serial number from customer.
  • Accurately communicated out-of-warranty status and technical support end date (May 2025).
  • Provided correct official support URL: support.linksys.com.
Agent Errors / Gaps
  • Factual inaccuracy: Claimed 'Linksys no longer manufactures range extenders' - contradicts current RE Series product availability (RE7350, RE7310, etc.) per universal_range_extender_setup.md.
  • No troubleshooting performed: Omitted required steps (reset, verifying extender's setup network 'Linksys Extender Setup–XXX', checking extended SSID '_Ext', placement guidance) for a connectivity issue.
  • Incorrectly framed end-of-life status as sole reason to abandon device rather than directing to self-help resources for setup/reset per universal_eol_firmware.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the weak signal issue; instead redirected customer to return the product without attempting troubleshooting or providing a solution.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken—agent collected model/serial number and immediately declared the product out of warranty without asking about setup, placement, or reset attempts.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the out-of-warranty device without offering best-effort troubleshooting (e.g., reset, placement advice, firmware check), violating OOW support expectations for a newly purchased unit.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified no specific symptoms beyond 'weak signal' and asked no probing diagnostic questions (e.g., LED status, reset attempts, placement), skipping logical troubleshooting sequence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools or KB-guided steps were used (e.g., no reset guidance, firmware check, or placement advice) despite clear need for diagnostic support for a 'weak signal' symptom.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated RE7000 support ended May 2025 and is 'end of life'—KB shows firmware updates available in 2021 with no specified EOL date, constituting materially incorrect information.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow and acknowledged customer input but failed to set expectations, guide the interaction, or provide clear transitions after data collection.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language and confirmed details but relied on scripted responses without adapting to the customer's informal tone, pace, or emotional state (frustration over new device failure).
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disowned the case by immediately redirecting the customer to return/replace the product instead of attempting resolution, honoring commitments, or taking ownership of the issue.
O2 Partially Met Proactive follow-through conf 89%
Agent provided a next step (return via Amazon) but gave no timeline, ownership details, or proactive follow-up plan, leaving the customer without clear expectations.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was basic setup/support, not requiring higher-tier intervention.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent offered a brief apology ('I really do apologize') but did not sincerely acknowledge the customer's frustration over a new device failing or needing return.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a neutral tone and allowed customer to speak but used repetitive, scripted responses without adjusting communication style to the customer's emotional state or pace.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and email; agent did not streamline the process, reduce redundancy, or handle steps agent-side to minimize customer effort.
Call Transcript12 turns · 13 lines
Speaker 1
Hello, this is a surprising that I just recently bought a range extender the model is Max-Stream AC 1990 plus and I
00:00
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 Epi. How can I help you? OK, so can you have the. Sorry. Can you please try to look underneath it? There is the model number and the serial number.
00:00
Speaker 1
It is plugged in. plugged right now. I have the box here so I don't know if I have that information in the box. Yes. Well it's already set up but it's not extending. You know what I mean? I followed the instructions. Yeah, I mean, I'm living in like a small house and there is a patio and the signal from the main router doesn't get to the patio. It is too weak. So I got this extender you know to expand the signal. and it is hooked up and the green is steady and I can see it connected through my cell phone, but it's not like extending the Wi-Fi. the serial number is X18X 20M24B B S D zero zero three cell 03016 correct yes yeah Jose my name is Jose Jose cha SEIKRI
01:00
Speaker 2
okay? all right. um can I have first the model number and the serial number the model number and serial number sir? okay so it's one eight four x-ray two zero M like Mary two four B issues and boy zero three zero one six, okay? so you have an RE7000. and I'm sorry it wasn't able to get your name so can I have your name please? Your first and last name: Jose.
02:00
Speaker 1
you can email me at uh Jose chagrin like my last name uh Jose j-o-s-e C-h uh ch-a-a-in 58 the number 58 uh j-o-s-e-c-h-a-a-in 58 gmail.com huh gmail.com No I don't I don't I think it think the signal the wi-fi signal is it is is it still weak it's like yeah it is like it is not doing anything it is not
03:00
Speaker 2
C-h-a-n and what about your email address, sir, Jose? C-h-a-n. Mm-hmm. At gmail.com. Okay. All right, so, sir Jose, yes. Um, yeah, so you tried, uh, setting up the range extender, but you're unable to see the extender's name? Is that what you're? Mm-hmm. It's still weak. [silence]
03:00
Speaker 1
extending the signal. no, I just got it from Amazon recently, like, I don't know, like two or three weeks ago. And I was about to return it and I said, I'm going to give it a try and give it and, you know, make a phone call. okay. Mhm.
04:00
Speaker 2
‡ü’V OK. All right. So probably, um, yeah, how long have you been using this device? Two or three weeks ago. Okay. All right. Yeah, because, um, just to set your expectations for based on our system. Okay, based on our system here, this device, our E7000, um, is already out of warranty. Okay, I understand that you just purchased this device, but the serial number shows that it's already out of warranty. And it's even one of our end of life router. So this model is, is an older model. And, um, the, the, we no longer manufacture this particular device. Um, the, uh,
04:00
Speaker 1
Oh, okay. Mm-hmm. Okay, perfect. No, no worries. It's just gonna return it because, you know, I have 90 days to do that through Amazon. So, no problem. I'm
05:00
Speaker 2
technical support also ended May 2025. All right. So what we can offer Mr. José is our website, which is support.linksys.com. So since um you can try our website since we have articles there on how to reset or reconfigure the range extender. Now, since you mentioned that you're you're still getting weak signal even after um you configure the the range extender, then uh since this is newly purchased, I would suggest you better replace it with a newer model. And um Linksys no longer manufactures range extenders. So, you can uh opt for another brand. Yes, yes. Yeah, you can still have that.
05:00
Speaker 1
Alphonso:My main router already has Linksys brand, because I love that brand. So that's what I'm going to do. Yeah. That's what I'm going to do. I'm gonna try to find another model. Parker:Okay. Alphonso: Alright. Parker: Sure, sure. Thank you, thank you so much for your time too. Alphonso: Okay. Bye. Parker: Bye. Bye. Alphonso: Thank you. Parker: You are as well. Thanks. Bye bye.
06:00
Speaker 2
Oh, okay. All right. Okay. Well, I really appreciate your time. I really do apologize for this. But yeah, thank you again. Not a problem, sir Jose. So thank you again for calling Linksys. This is Effie. Have a great night. You take care, sir. Yes, you, too. Bye-bye.
06:00