V2 Rubric Detail — 3bef5660-796b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:48
Duration
35m 53s
Contact
Dan Lombardi
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136039
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
Escalation2.50/5
Customer Exp2.50/5
Overall70.1% (+26.1)

V2 Grader Summary

The agent successfully guided the customer through the physical setup and basic connection of the RE6350. However, the agent provided materially incorrect guidance by telling the customer to skip the admin password, which is a required step in the authoritative KB. The call ended with a partial resolution as the customer still faced 'method not allowed' errors when attempting to access the admin interface.

V1 Case Analysis

Customer unable to access RE6350 web interface after reset; encountered 'Method Not Allowed' error and repeated redirect to setup wizard. Agent advised browser/device changes but did not resolve UI access issue.

Troubleshooting Steps
  • Instructed 15-second reset of the extender using the red button
  • Guided customer through extender setup via extender.linksys.com
  • Suggested using a different browser and a phone to access the web interface
  • Provided default IP address 192.168.1.1 as an alternative access method
  • Advised relocating the extender and checking signal strength
Key Observations
  • Agent incorrectly advised skipping the admin password setup, which contradicts KB guidance requiring 'admin' as the default password.
  • Customer repeatedly reported 'Method Not Allowed' error and redirect to setup wizard, indicating a potential firmware or hardware issue.
  • Agent did not attempt firmware update or escalate despite repeated UI failures.
  • Serial number was eventually captured correctly, but no warranty or support eligibility check was performed.
Positive Highlights
  • Correctly instructed a 15-second press of the reset button on the RE6350 [08:00–09:00], aligning with KB guidance for factory reset.
  • Provided the correct setup URL (extender.linksys.com) and default IP (192.168.1.1) as fallback [29:00], per KB recommendations.
  • Suggested trying a different device (phone) and browser to rule out client-side issues [25:00], demonstrating basic troubleshooting logic.
Agent Errors / Gaps
  • Advised customer to skip creating an admin password at [16:00], which is incorrect — the default password is 'admin' and must be used for login (per universal_range_extender_setup.md).
  • Failed to recognize that the 'Method Not Allowed' error on 192.168.1.1 and repeated redirect to setup indicate a firmware or hardware fault, not a client-side issue.
  • Did not escalate to Linksys Support despite repeated failure to access the web interface after reset and multiple device/browser attempts (per universal_escalation_guide.md).
  • Did not verify if the extender was providing internet connectivity after setup — a critical validation step missing from troubleshooting.
  • Did not mention or attempt a firmware upgrade, which could resolve web interface issues (per universal_range_extender_setup.md troubleshooting section).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Setup was completed and the extender showed solid green, but customer could not access admin interface due to 'method not allowed' error; agent suggested relocation as workaround without resolving admin access.
R2 Met Diagnostic thoroughness conf 95%
Agent guided reset (15s hold), verified LED states, connected to extender Wi-Fi, tried extender.linksys.com and 192.168.1.1, tested multiple browsers and devices.
R3 Met Correct resolution path conf 90%
Agent pursued appropriate troubleshooting path for setup issue; no indication device is out of warranty or ineligible for support.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Collected model (RE6350), serial, ISP (Optimum), location, LED behavior, and attempted setup steps — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Used correct tools: reset procedure, extender.linksys.com, 192.168.1.1, browser/device switching — all appropriate for extender setup failure.
T3 Not Met No misinformation conf 100%
Agent told the customer 'no need for that, just skip it' regarding the admin password setup. This contradicts universal_range_extender_setup.md, which explicitly states that when prompted, the user must 'enter the password admin (default), then click Login' to access the setup page.
Communication
C1 Met Clear & professional language conf 90%
Opened call professionally, maintained structure, moved through steps logically, kept control despite customer confusion.
C2 Partially Met Confirmed understanding conf 80%
Used plain language but introduced 'Spot Finder' without explanation; did not confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, did not transfer or disengage prematurely.
O2 Partially Met Proactive follow-through conf 80%
Told customer to relocate and 'check if signal is good' but gave no specific metric, timeline, or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history and no handoff occurred.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 80%
Escalation not made, but agent reached limits of KB guidance (web UI failure); borderline case — could have escalated given persistent admin access issue.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, and decision not to escalate was borderline reasonable given partial progress; thus E2 is N.A. under rubric rules.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
No explicit empathy statements, but remained patient through repeated steps and serial number confusion without showing frustration.
X2 Partially Met Tone & rapport conf 80%
Maintained steady pace and clarity; while not highly adaptive, did switch to phone suggestion when computer failed — minor adaptation.
X3 Partially Met Overall experience conf 80%
Customer repeated serial number due to ASR issues, but agent eventually confirmed it; had to retry browsers, though agent was guiding real-time troubleshooting.
Call Transcript65 turns · 68 lines
Speaker 1
Yes, I'm having difficulty getting my, I have a Linksys Wi-Fi extender, and I'm having a hard time getting that hooked up and working. Okay, which, what number would that, I got the side of the box. I have a not, mother?
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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is Joy. How can I help you today? Okay, um, I have the serial number of that Linksys extender, please? Uh, the one that's at the bottom.
00:00
Speaker 1
So it starts with one thousand, one hundred one, eight oh seven. Hold on. Oh, there it is. Okay. 23, the letter B, then 1 Q in quick, p as in Peter. Zero, nine A as in apple, q in quick, four, nine, seven, one.
01:00
Speaker 2
physical device that's not the one can we check at the bottom of the extender itself yeah so that's this 3b for boy 12p for paul 09a
01:00
Speaker 1
I'm sorry, say that again? What do you have before. Before Paul is the P. No, it's one Q as in quick. So I'll do it one more time. 23 B as in boy, 1 Z. 1 Q as in quick. P as in Peter. Q as in quick. 9 A as in apple, Q as in quick. 4 971.
02:00
Speaker 2
one two Apple Q for quick 4971 correct 23 B F boy 12 P for Paul 09881 A for Apple Q for quick 4971 right? 1 2 1 okay and okay go on
02:00
Speaker 1
Oh, you know, I'm just noticing, I did something wrong there. Let me, the letter, the note right before the letter P is a zero. So it should be two, three, B as in boy, one, zero, P zero nine A zero four nine seven one. The model number is R E six three five zero.
03:00
Speaker 2
okay yep and who is your internet service provider? okay okay got it do you have the model number? And who is your Internet service provider?
03:00
Speaker 1
Optimum Dan Lombardi Lombardi D Lombardi LO M B A R D I at AOL AOL AOL dot com. And I it's right. [silence]
04:00
Speaker 2
May have your first and last name please and lastly your email address on and aol.comokay. Okay so um where is the extender located right now
04:00
Speaker 1
next to the computer which is um across the room from the router. Okay hold on one second. Okay it's now plugged in about six feet in the router. [silence]
05:00
Speaker 2
Can you unplug that one and then plug it in right next to the router or at least 2 to 3 feet apart from it so that we can connect it easily. Then we'll just relocate after. [silence]
05:00
Speaker 1
Okay. It's flashing green right now. Yes. I think at one point I may have held it for five seconds. Okay. Thank you.
06:00
Speaker 2
Alright, then just wait for it to boot up, then let me know if the light will turn blinking, Amber or orange. Okay. Did you reset it before calling, like you press the reset button? Hmm, like for how long. Mhm, like for how long. Mhm, okay, I see. We will try to reset it with me. Hmm. What's the color of the button of the reset. Is it white or red?
06:00
Speaker 1
red and it is now flashing Amber. okay, hold it one, hold on one second. I forts to go to paper tubing.
07:00
Speaker 2
Okay. OK. OK. Okay.
07:00
Speaker 1
Okay, so where do you want me to put the pin? Hello? Hello? It's the uh,
08:00
Speaker 2
Yes, so you press the reset button, the red one, you press and hold it for 15 seconds.
08:00
Speaker 1
from the left channel. output only the spoken words, no labels or timestamps. if there is silence or no speech, output only: [silence] red one, right? 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19. Okay, done. blinking green now. Okay. Okay. it's a computer.
09:00
Speaker 2
Yes. [silence] Just for 15. And what's the light of the extender? [silence] Okay, good. Let me know if it will turn blinking amber. [silence] By the way, through what device would you like to use for the setup? A phone or a computer? [silence] Okay.
09:00
Speaker 1
Okay, it's flashing Amber. It's like Amber now? Okay. Okay.
10:00
Speaker 2
Okay. So you can access your computer through the Wi-Fi network Linksys extender setup. And then once connected,
10:00
Speaker 1
okay, I do have a browser open at extender. link okay
11:00
Speaker 2
Connected. If it did not bring you to a browser directly, can you open up any browser that you have?
11:00
Speaker 1
Okay. Okay, I have [silence] start [silence] Okay. [silence] start, se. [silence] looking for networks. [silence] So it's a link to my [silence] internet, right? Okay.
12:00
Speaker 2
([silence]) Yep, as your wireless range extender ([pause]) Yes, your router's network name.
12:00
Speaker 1
All right. All right, connecting to the network. Still connecting. All right, your extended wireless network. It's giving me a two point four Gigahertz extended network and a five Gigahertz extended network. I can change it. This is for the extender EXT. Okay, does it have to be, does the password have to be, or the network name have to be one? [silence] [wren singing] Woo! [silence]
13:00
Speaker 2
Do you want to change the name and also the password for that one, or you just want to leave it as it is? Okay. Yes, so that will be your extender's name for 2.4 and 5. Make sure you input, uh, EXT at the end. Yes, so that indicates that that is the extender's network.
14:00
Speaker 1
but like, is one word with dot x x e x t? Okay. Oh, okay. Okay, I'll do next. Now it says I'm too close to the router. Just connect anyway. Okay.
15:00
Speaker 2
Yes, yes um, yes so the 5 and the 2.4 must have a different network name to identify them. Yeah. You can just uh input five ext at the end or 2.4 ext. Mhm. Yep, just connect anyway. Just to finish this up.
15:00
Speaker 1
create an admin password. Okay. And I register your product. Okay. I'll go to the wireless menu on this device and choose Wi-Fi. Wi-Fi. Do I have to do that right now? I'm working on this right now. I don't see the wireless. [silence] name. [silence] I see Minstic extender set up should I be? [silence]
16:00
Speaker 2
You will use that one if you wanted to log in to your extender settings. So you can just use Admin. Um, no need for that, just skip it. Um, skip. did you complete the, the, the setup? Complete the setup already? Okay. Okay. So check if the network, you can turn off your Wi-Fi and then turn it back on to refresh the network. Um, no. Just the Wi-Fi on your computer. Just turn it off. Then... Okay. Okay, good.
16:00
Speaker 1
Is this what, Admin password or the other password. Okay. Is the five gigahertz, 5G of farther range than the 2.4? Okay. All right, now it says you are almost done, enter your password. Okay, I did that. Next.
18:00
Speaker 2
The other password for dose ex-tenders. 2.4 is further in range but lower speed. And for the five gigahertz, shorter range but um, stronger speed.
18:00
Speaker 1
Use this information to connect. I've got that. Save it. Yeah. Okay. And now I'm trying to extend from one room all the way to the other end of the house. Should I put this like halfway in between, or where would you recommend I plug this in? [silence]
19:00
Speaker 2
So it's already set up. Okay, good. So if the extender is now solid green, then you can unplug that one and relocate it back to its original place. then check the spotfinder if it's right.
19:00
Speaker 1
Okay, so when I plug this back in, do I wait till it's blinking amber before I do this? Okay, how do I find that spot checker? Where would I go for that? I'm not connected to the internet. Only because I unplugged it.
20:00
Speaker 2
sher cue or not or right place or not? Um, it will go blinking green, to blinking amber, then wait for solid green light to come out, then log in to the web interface again. Um, you log in again to extender dot linksys.com and use your admin password for that. And then there you will have the option for pathfinder. Yes. So just wait for it to go online.
20:00
Speaker 1
Okay, Solid Green now. Uh, the five is available. I can hook into that one. Okay. Okay. Okay, the 2.4 now it's coming up. Okay. You're not connected to the range, uh, hold on.
21:00
Speaker 2
and the network name available okay you can you can connect yeah okay
21:00
Speaker 1
I'm on the support page. I wouldn't be on setup. Hm. Yeah, I have to do the setup again, I guess, right? You find that. OK, so it's your same network name, the same as your main network. No. So how do I -- I'm just going to find that plug checker thing. [silence] Yes. And when I go there, they give me a choice of doing setup range extender or access range extender settings.
22:00
Speaker 2
What can you see on the page? Um, it will not bring you to a setup page. It must bring you to a login page since we already set up the extender. Did you access extender.linksys.com? Then, what does the page show? Oh, it's gone. Yeah. Access range extender settings.
22:00
Speaker 1
you wanna click on that and ask me network names are the same, when your main network and extended network share a name, it can be difficult to tell which one I don't have them. Same network names are different. You have it connected to a done network using extended extender.Lincoln.com on your device, choose, X. Okay. I did that. Once connected, reload extenderlinksys.com on your browser and enter the address. Okay. So I have to reload extender.Lincolnsyssroute.com. And then, So when I put extender.linksys.com in, it sends me right back to the same page with set up range extender or access range extender settings.
23:00
Speaker 2
But your computer is connected to one of the extenders networking. The 2.4 or the 5?
24:00
Speaker 1
Yes, the 2.4. but now do I go and access define the settings? And I was in there. I did the same thing. And I'm supposed to be able to enter my admin password and log in. It says reload it. I'll try it again, but I just went there and it doesn't give me my admin password and log in. It just sends me to this, um, to this setup page. So I try a different I'll try a different browser.
25:00
Speaker 2
Oh, yes, it doesn't show you up. How about your phone or try different device or different browser.
25:00
Speaker 1
Trying to open it on a different browser now. I do have a good signal. Okay.
26:00
Speaker 2
But as long as you can get of good signal on that location, that's okay. [ silence ] Work?
26:00
Speaker 1
not really you said I can do it on my phone too oh okay hold on all right now it is okay now what I do? Extender.linksys.com okay.
27:00
Speaker 2
yes make sure your phone is connected to the extender's network okay then access access the same site yes sir
27:00
Speaker 1
I go back to that page of set up or access all right okay access and now it's asking me to once connected reload extender.Linksys.com minus solid green yes I yes I think so I just wanted to go to the farthest end of my range and see make sure I'm in range
28:00
Speaker 2
I'm access. But your extender is solid green, right? Yeah. Is it working fine when you connect to it? Can you go online? Can you try the IP address?
28:00
Speaker 1
[silence] do I'm sorry say again 192 192. what comes after? 163 [silence]
29:00
Speaker 2
192.168.1.1 try that that's right mm-hmm 168.1.1
29:00
Speaker 1
Dr L L L easily was able to do it on the other browser. My user name, I can't remember what my user name was. Uh... which to the what was it username that I entered, what was it, um, is it the name saying username and password and then verify your human. Oh, wait, this is my Optimo. It's asking me to do my Optim, um, that's weird. Um, let me find it. Um, oh, yeah, keeps sending me back to that other thing. Yeah.
30:00
Speaker 2
okay.
30:00
Speaker 1
Okay, now I got a password. So my admin password was.
31:00
Speaker 2
Okay.
31:00
Speaker 1
It says method not allowed. Method not allowed on my computer. Okay, hold on. There's where my other networks. Okay, change my network. Now I'll go back to, XTENDER.LINKEDIN.COM. Okay, now it's asking for a password. I'm gonna put in my password one more time. [silence]
32:00
Speaker 2
Oh, what's the error again? I'm you're on your computer right now or on your phone? Um try it on your phone. Uh connect to that same Wi-Fi extender, same name. Uh,
32:00
Speaker 1
Oh, good, okay. Basic settings. All right. Okay, on this basic settings, let me see. They have all the settings. Do I just save hit save on this page? Hm. Okay, there's it on my phone, so it's just one scroll. But let me try. Oh, I see it. I got it now. Spot finder, open that. Um, it just, [silence]
33:00
Speaker 2
Then, "basic WPS," "cross-band," and "spot finder." On the rights, I mean, on the left side, no need to change anything, it's already been saved, so after basic settings on the left side there's WPS and then cross-band and then spot finder option okay, okay.
33:00
Speaker 1
It gave me wireless range extender and then not giving me anything else. It just has kind of a blank space. I don't know why that's not giving me anything else. Yeah. Spot Finder. No, it's not working.
34:00
Speaker 2
Even if you, like, refresh the page, it's not working. Okay. Yeah, I think it's the web interface itself, since we don't have any, um, updates with this extender anymore, this unit. So, but yeah, you can just try by relocating it, and then check if you still have signal on that location using the extender, then that's fine. [silence]
34:00
Speaker 1
Okay I'll try that. Um thank you for your help. Thank you. Bye. No, that's all. Thank you. Bye bye. Bye. [silence] Bye. [silence] Thank you. [silence]
35:00