V2 Rubric Detail — 3c6cad1c-6b66-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:37
Duration
28m 44s
Contact
Douglas Wedding
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133990
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical5.00/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall65.0% (+9.0)

V2 Grader Summary

The agent provided technically accurate and logically sequenced troubleshooting, guiding the customer through a factory reset and setup process. While the issue was not fully resolved due to external router problems, meaningful progress was made. The agent partially met ownership and communication standards, continuing support despite OOW status but with suboptimal empathy and next-step clarity.

V1 Case Analysis

Customer unable to complete RE7000 extender setup; extender blinks orange, EXT network not visible. Performed reset, guided to default Wi-Fi and extender.linksys.com, advised using same router password and looking for SSID with _EXT suffix. Sent email with detailed steps. Issue remains unresolved pending router replacement.

Troubleshooting Steps
  • Confirmed product model and serial number
  • Instructed on factory reset (press reset button 15 seconds)
  • Guided to connect to default extender Wi-Fi and access extender.linksys.com
  • Walked through setup wizard: select main router SSID, use same Wi-Fi password, look for SSID with _EXT suffix
  • Sent email with step-by-step instructions and created support ticket
Key Observations
  • Agent offered $15 paid-support option despite being able to provide free email instructions
  • Communication was fragmented with pauses and unclear prompts, causing customer confusion
  • No verification that main router was online before proceeding with extender setup, violating basic troubleshooting protocol
  • Agent correctly identified that extender blinking orange indicates inability to connect to main router
  • Accurate technical guidance provided per KB (reset procedure, extender.linksys.com URL, _EXT suffix requirement)
Positive Highlights
  • Collected correct model number and serial number
  • Provided accurate reset procedure (15-second hold) per universal_range_extender_setup.md
  • Correctly instructed to use extender.linksys.com for setup per KB
  • Accurately explained extended network should have _EXT suffix per KB
  • Correctly advised using same Wi-Fi password as main router per KB
  • Created ticket and sent email with full setup guide
Agent Errors / Gaps
  • Offered paid troubleshooting without first confirming customer's willingness or need
  • Failed to verify main router functionality online before guiding extender setup
  • Did not recognize that extender blinking orange indicates connection failure to main router, prioritizing router diagnosis first
  • Repeated vague questions and failed to maintain concise step-by-step flow
  • Did not obtain clear confirmation of customer's email address before sending instructions

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call reporting 'none of my internet's working now' and extender still blinking orange — no resolution achieved.
R2 Met Diagnostic thoroughness conf 92%
Agent guided customer through factory reset, connection to default SSID, and setup via extender.linksys.com — logical, sequential troubleshooting steps that advanced the case.
R3 Partially Met Correct resolution path conf 88%
Agent acknowledged OOW status but offered $15 paid support instead of continuing full best-effort troubleshooting; however, did proceed to guide reset and setup steps, providing meaningful help despite warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified blinking orange LED as key symptom, confirmed model and serial, and directed appropriate diagnostic path (reset + web setup), establishing root cause as failed initial configuration.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (logs, remote access) were needed; agent correctly used KB-based web setup process appropriate for the issue.
T3 Met No misinformation conf 96%
Instructions were technically accurate: correct reset duration (15 sec), correct URL (extender.linksys.com), correct setup flow, and accurate info on using same SSID/password.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control and gave instructions, but failed to set clear expectations, had long silences, and did not manage transitions smoothly (e.g., sudden shift to email).
C2 Partially Met Confirmed understanding conf 83%
Agent used correct technical terms but did not adapt language or confirm understanding when customer expressed confusion about browsers and SSID visibility.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent began troubleshooting but introduced paid support option early and relied on email follow-up; however, did continue to guide live steps, showing partial ownership.
O2 Partially Met Proactive follow-through conf 82%
Agent promised to send an email but gave no timeline; did not establish clear next steps for the customer beyond 'call back when router is fixed', but did create a ticket for continuity.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history — nothing to reference or hand off.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was made or needed — issue was within L1 scope and agent provided appropriate troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — issue was handled at L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent used minimal empathy phrases ('that's okay'), but did not acknowledge customer frustration or effort; remained professional but not proactive in emotional support.
X2 Partially Met Tone & rapport conf 83%
Agent continued at same pace despite customer confusion about browser choice and SSID visibility; did not adjust tone or simplify explanations in response to customer's repeated disorientation.
X3 Partially Met Overall experience conf 81%
Customer had to repeat serial number and perform multiple reboots independently, but agent did guide correct setup steps and avoid unnecessary repetition of diagnostics.
Call Transcript41 turns · 42 lines
Speaker 2
Welcome to link. 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.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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.
00:00
Speaker 1
Yes, I'm trying to hook up my range Linksys range extender 7000 model. And I got to the page and was able to change the SSID and things like that and and put the password in. But what happens is it it starts blinking orange after after the green blink goes away, it goes into an orange blink and then I I can't use it. And I'm kind of back to where I am. I've I've got the currently I've got the cable hooked up between my modem and the Linksys extender 7000 model. That's plugged in. It's blinking orange. [silence]
08:00
Speaker 2
Thank you for calling leans is this is made how can I help you? Uh huh. Uh huh. Uh huh. [silence]
08:00
Speaker 1
My modem or my Wi-Fi router does not have a WPS button, only your device has the WPS button. Okay, I'll [silence] yeah, I'll unplug it I think, right? Look at [silence] back. Okay, [silence] me do that. Alright, I can do that. It's a refurbed I got discount on. The serial number is 18x20M21B09422. 422.
09:00
Speaker 2
Yeah. Oh, what's the serial number of that extender? Serial number. Mmhmm. Yep. Uhuh. Uhuh. okay. That's one, eight, extra eight, two zero, my, uh, two one, boy zero nine four two two. Did I hear it right? Okay. Yeah.
09:00
Speaker 1
Yeah. Yes. Well, until I unplugged it, it was flashing orange, but when I when I first plug it in, it'll it'll it'll it'll it'll flash green when I first plug it in, but then it times out. So, right now it's I just plugged it back in, it's flashing green, like it's supposed to. Okay.
10:00
Speaker 2
4 222. and um if you can see the model number there what i can see from my end the model number of your range extender is R E 7000 is that the device that you have and it's currently flashing what color flashing orange? I see. OK. so yep um correct me if I'm wrong too it shows here the device was purchased year 2021 this is eligible for one year warranty technical support via phone and chat and since it's already beyond that uh for me to help you with your concern I can send email instead instruction without using
10:00
Speaker 1
I'll just take an email. Um, let me just tell you I just purchased it refurbished. So the refurbished doesn't have tech support. Yeah, okay. Yeah, I just got, I just bought it refurbished. Yes ma'am. And I'm in the 90 day window. Yeah, it's I got it on, Amazon company. Okay. What's your email address so that I can call you back?
11:00
Speaker 2
to WBPS. You can configure it like that. Email contains set up instructions, all including the reset as well. But if you want me to help you right now, we have bad connect option, but that will cost you $15 for just one time troubleshooting. The email that's for free. Refurbished. It's eligible for 90 days Tax Board. You bought it. Okay. From Amazon. Okay. What's your email address so that you can send to us the copy of the receipt or proof of purchase? What's your email? [silence]
11:00
Speaker 1
Right. Douglas wedding Metronet and they they use the Euro uh router and the the Nokia modem and uh when I was talking to them I don't know they said that the AC 1900 plus extender from Linxix wasn't compatible with their equipment. Is that true? I just want to say. [silence]
12:00
Speaker 2
Okay. That's...David whiskey echo. Dave Dave India Nancy at Gmail.com. How about your first name and last name? Ah, okay. One second. And who's your Internet service provider? Metall Now. So far our expander is compatible to all model numbersEuro router is online, correct?
12:00
Speaker 1
It's the, uh, the router is, uh, Eero, uh, Eero. Yeah, I, I've been there and I, I was able to change the SSID name and put in a password. But, that, uh, that was where I'm at right right now. kind of stuck at the point. Yeah, yeah. It gives you like four devices to choose from, and I picked the bottom one, yeah, and then went through and say
13:00
Speaker 2
Okay, plug in the extender right now. Let me just help you. Well, I will send you an email for you to reply, providing your receipt. For the meantime, you can, um, connect to the default SSID, Linksys extender setup. Can you see that one on the Wi-Fi list? Mhm. Oh. Um, actually, it will route you to the setup wizard. Were you able to, uh, to access that page, like welcome to RE7000 setup? Like that.
13:00
Speaker 1
set it up. Oh, that's not it. May I copy the default name? What? Oh, you want my ssid. Yes, I changed it to what I had before in its place. I replaced an old extender with the same name as the new extender so everything would be compatible. So, do you want that name on my internal network?
14:00
Speaker 2
No, that's not really the set up page. It's not. [silence] Yeah. [silence] This um, can you still see the default WiFi name or not anymore? [silence] Uh the WiFi name that is that you created, what's the WiFi name? [silence] What's the WiFi that you created? [silence] Not the main router's WiFi, but the extender's WiFi now, since you changed the name of the extender. [silence] Not the internal network. Um, how is it? I, I mean, um, um, let's just reset the extender instead. [silence]
14:00
Speaker 1
Oh, yeah, OK. Yeah, I haven't tried that yet. Let me get an eight-pin here and do the reset on that. How long do I stand? Hold the button. I got your on speaker. It's still plugged in. Wonder reset. One. How long, do you hold it? 10 second? How long? 15. Okay. Okay. OK. It reset. Now it's blinking green again. So it did reset. It was orange. OK.
15:00
Speaker 2
While it's plugged into the outlet, you need to grab a sharp pointed object to press the reset button 15 seconds. 15 seconds. Yes, 15. One five.
15:00
Speaker 1
What do you suggest? Now. Are you there? Oh, okay. Yes, yes, yeah. Okay, it's connecting now. Yes, link extender setup. You know, it says it's not connected to the internet, but it's private relay.
16:00
Speaker 2
once done? Yeah, once done connect to the default wi-fi name that Linksys extender setup, connect your phone to it.
16:00
Speaker 1
[silence]
17:00
Speaker 2
that's okay, that's fine, that's really totally fine. Since your extender is not yet hooked up to any routers. So, once you're connected, all you need to do uh connected to the internet is to access this website. This is accessible still even though there's no internet. Just make sure you type it on the address bar. You're ready? Yeah. It should be extender.linksys.com. So, tick the box that you have read and accepted and then hit next. Select as a wireless. It should be your router's Wi-Fi that you want to be extended. [silence]
17:00
Speaker 1
eet back eet back here to that. I clicked on that. No internet connection. Where was I? I got the pack. I got the page. Where was I? Access your city. [silence] r
18:00
Speaker 2
The main router's Wi-Fi. The setup LED indicator. Actually, just focus on the setup wizard, because if it's left idle, it will log you out.
18:00
Speaker 1
That's a bossa page where I'm supposed to plug that in under Google oh here it is. I found it. It was under Google Face. Okay. There and then password put that in. almost there and then it's okay if the 5G and the 2.4 have the same name right? Same message. Yeah. Okay. Same name and same password and and go secure your range extender created admin password. Okay. You create the password. Can I just use the same one as I do on my name router? It's not [silence]
19:00
Speaker 2
Mhm.
19:00
Speaker 1
Legal right.
20:00
Speaker 2
Yes, that's the only hint below.
20:00
Speaker 1
Okay. So now it's still blinking orange and I need to go back and switch my. I mean, what do I do now? I've got the page. It's all filled out. I got the password in there. Now what? We're breaking orange. It's it's not available showing up on my phone as a choice I could pick. Should I disconnect this and start over? Was that not the correct password? It's not showing up on my phone as an option. Think... I should just click the next button. [silence] Ugh! Google sign in didn't take me into the account. It just took me back to the original screen. Now I'm confused. Should I choose Safari on my phone? Or should I choose Chrome on my phone to log in? One of the two choices is not working.
21:00
Speaker 2
mhm so just reconnect to the Wi-Fi that you have with an ext on the lost part that's your Wi-Fi now for the extender
21:00
Speaker 1
the cable. Okay. Okay. I'm on the main Wi-Fi Wi-Fi now. I'm on the main Wi-Fi. So now what do I do? I'm on my phone. It doesn't show the it doesn't show it is available. The memory? Oh, okay. You could remember we named them the same thing. So how how would it not? Yeah, oh. Okay, so. Underline. Right. so it'll it'll put that in there for me. But it's, but it's,
22:00
Speaker 2
That will be your main Wi-Fi. What cable? Did you wire this extender? [silence] Not the main Wi-Fi, but the extended one, the E-X-T. [silence] Turn off your Wi-Fi then and turn it back on. [silence] No. Once it's configured, though it's the same name, there's EXT on the last part, which will be the, your, [unclear] that will be [unclear] You will see it on your Wi-Fi list. Your main Wi-Fi with an underscore E-X-T. [silence] Connect to that Wi-Fi.
22:00
Speaker 1
Yeah. Okay, but it's, it's blink, blinking orange still, is that okay? Yeah. Yeah. I'm, I'm waiting for it to reboot finish rebooting, I guess. It's not showing up as a, it's, it's not showing up on the list. I rebooted the modem like you told me. Um, let me reboot. Let me reboot. Oh, I should have done the Wi-Fi router. I'm, I'm sorry. It's, it's got a red light on it. That tells me something's, I'm rebooting it. So this should fix that problem. Okay, it's blinking orange, the, the router since I rebooted it. We'll give it a minute here.
23:00
Speaker 2
one. The password that you need to use will be still your main Wi-Fi password. That's okay. Just connect first. See the Wi-Fi with a with EXT on the last part. Still not, but it rebooted the modem. Not the modem. No need to go ahead.
23:00
Speaker 1
my yearal router you know oh okay I when I with it just turned it off so now I'm gonna actually boot it again I think because it's my phone is showing it spinning trying to get this thing m I'm gonna unplug it plug it back in because it's when I hit the button I don't know if it's on or off some
24:00
Speaker 2
when you said router are you referring to the extender your euro your your router I'm confused okay yeah just make sure the route it's up and running cause our linksies will just keep on blinking red if the main router is off online so
24:00
Speaker 1
Alright, I'm going to plug it back in now. And give it a minute. Let's see. Yeah, it's it's showing everything. earlier. Yeah. Yeah, it was working before. Yeah. When we did all that stuff, um. Okay, I'm going to unplug the extender and plug it back in. So, it gets a reboot. Okay, it's it's rebooting. Okay, my main Wi-Fi on my euro is now
25:00
Speaker 2
your router is online to begin with right since earlier like it was totally fine you're online with that. I'm just wondering why you rebooted it all of a sudden it should be only the extender that needs to be unplug replug if the main router is already working up and running.
25:00
Speaker 1
low showing up on my phone and it's working. I've got a green blinking light on your device. Let's see if it's it'll show up now with the E-X-T on it. It underscore E-X-T. That's what I'm waiting on right now. Okay. It's spinning. Everything's blinking and spinning. It's green. It's blinking green. And my my Wi-Fi on my main Wi-Fi on my phone is spinning. Now just got a checkmark. Okay, so I got the the main Wi-Fi checkmark. It says no internet connection. yeah none of my internet's working now it's they're all not working okay yeah I've got a I've got a technician coming tomorrow to replace the uh uh the uh router I want I told him I want a new equipment so he'll be here tomorrow so it's not been okay
26:00
Speaker 2
for the main Wi-Fi. No internet. I guess your extender is already fully configured. It's just waiting for the internet to be available on the main router. No need to press the reset button on the extender. Um, do you know how to troubleshoot the main router? It's already beyond my expertise. Um, if the main router, Douglas, will be changed, your extender needs to be reset if that's the case, okay? So just call us if ever the router is already up and running. And I already sent you an email.
27:00
Speaker 1
Perfect. Thank you so much. If you'll call. 8. OK. Okay. Thank you so much. All right. Have a good day. Bye bye. Bye. [silence]
28:00
Speaker 2
Anytime you can send to us a copy of the receipt and we'll update the warranty start date here, okay? You're welcome, Douglas. I already created a ticket here and your phone number ended 4768. Is that correct? 8592. Mhm. If you'll call back using the same number, next technician can pull up your record here and we'll know what we have done so far. Okay. All right. You're welcome, Douglas. You take care then. Have a good day too. Bye bye. All right.
28:00