Call Detail: 3e0dbb94-70c4-11f1-b

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Call Start

2026-06-25 18:32

Duration

52m 41s

Contact

Elizabeth Hernandez

Issue Type

WiFi Connectivity

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Gerlie Miguello

HappyFox Case

#LTS00134826

Support Country

United States

Product Family

RANGE EXTENDERS

CSAT

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Sentiment Trajectory

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Ticket subject: setting up re7350

V1 Rubric Scores

Resolution2.00/5

Accuracy3.00/5

Communication2.00/5

Protocol2.00/5

Efficiency2.00/5

Overall2.3/5

V2 Rubric Scores

Resolution1.56/5

Technical1.88/5

Communication0.00/5

Ownership1.50/5

Escalation0.00/5

Customer Exp0.00/5

Overall0.0% (-46.0)

V2 Grader Summary

The agent initiated basic troubleshooting steps including LED check and web UI access but failed to complete a coherent diagnostic sequence, avoided escalation, and prioritized receipt collection over resolution. Confusing instructions, poor call control, and lack of empathy resulted in an unresolved case despite customer persistence.

V1 Case Analysis

Customer unable to set up RE7350 range extender; reports orange flashing LED and cannot access 192.168.1.1. Agent guided through basic setup steps but issue unresolved. No escalation or follow-up scheduled.

Troubleshooting Steps

Asked for model and serial number (eventually clarified to RE7350)
Requested receipt for warranty verification
Instructed to place extender within 1 meter of main router
Guided to connect to extender's Wi-Fi SSID 'Linksys Extender Setup'
Directed to open 192.168.1.1 in browser
Suggested trying second extender after first failed

Key Observations

Agent eventually clarified model number as RE7350 (from initial confusion with MR7350) at [02:00], but did not confirm serial number clearly until later.
At [30:00], agent incorrectly instructed customer to 'leave password blank' when the RE7350 setup page requires authentication (default is typically blank or 'admin'). Ambiguous phrasing led to confusion.
At [35:00], customer confirmed extender was not connecting to internet and page would not load; agent failed to troubleshoot further or escalate.
No escalation, callback, or follow-up plan was offered despite persistent failure.
KB reference: The RE7350 setup page (http://192.168.1.1) requires authentication. Default credentials are blank username and 'admin' password (per universal_password_login.md). Agent's instruction to 'leave password blank' was technically incomplete and led to customer confusion.

Positive Highlights

Requested receipt to verify warranty eligibility [03:00], aligning with support protocol.
Attempted to walk the customer through standard extender setup steps (proximity, SSID connection, web access) [07:00–32:00].
Clarified model number to RE7350 after initial confusion [02:00], showing effort to correct information.

Agent Errors / Gaps

Initially failed to capture clear model number (confused RE7350 with MR7350) [01:00–02:00].
Did not verify whether the extender obtained an IP address or internet after each step.
Provided ambiguous guidance on password handling for the extender's web UI [30:00], contradicting KB (universal_password_login.md).
Did not offer escalation or a concrete follow-up plan when the problem persisted [35:00].
Failed to confirm success on second extender before ending call [51:00–52:00].

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 98%

Customer never confirms successful extender setup; agent ends call without resolution or confirmed next steps.

R2 Partially Met Diagnostic thoroughness conf 91%

Agent instructed customer to plug extender near router, check LED (orange flashing), attempt web UI access at 192.168.1.1, and try alternate device — but skipped factory reset and systematic isolation steps.

R3 Partially Met Correct resolution path conf 89%

Agent initiated troubleshooting for out-of-warranty device and attempted setup guidance, but prematurely fixated on receipt collection instead of completing best-effort path or explaining limitations.

Technical Accuracy

T1 Partially Met Technically accurate info conf 92%

Agent identified extender model, asked about LED status and placement, and directed to web interface — but failed to systematically isolate issue or determine root cause like firmware or hardware defect.

T2 Not Met Appropriate tools / resources used conf 94%

No use of diagnostic tools (e.g., remote session, log review); relied solely on customer description despite repeated web UI access failures that required deeper validation.

T3 Partially Met No misinformation conf 90%

Correctly directed to 192.168.1.1 and advised connecting to extender’s setup SSID, but incorrectly told customer to 'leave password blank' during setup, which contradicts RE series documentation.

Communication

C1 Not Met Clear & professional language conf 96%

Frequent long silences (e.g., [24:00], [31:00]), abrupt shifts between receipt requests and setup steps, and no clear framing or transitions indicate poor call control.

C2 Not Met Confirmed understanding conf 95%

Used inconsistent terminology (e.g., 'Layer Extender', 'links examiner'), repeated unclear instructions, and failed to confirm understanding despite customer confusion and disengagement.

Customer Ownership

O1 Partially Met Ownership & empathy conf 88%

Agent stayed on the call and attempted troubleshooting but repeatedly deferred to receipt submission without owning the technical resolution process or committing to follow-up.

O2 Not Met Proactive follow-through conf 96%

No specific next steps, timeline, or follow-up commitment provided; call ended abruptly after partial progress with no closure.

O3 Not Applicable Closure confirmation conf 99%

No prior case history referenced or observable; this appears to be the first contact.

Escalation Judgment

E1 Not Met Correct escalation decision conf 93%

After multiple failed setup attempts and persistent connectivity issues, agent did not escalate to higher support despite clear complexity beyond L1 troubleshooting.

E2 Not Met Escalation prep & handoff conf 93%

No escalation executed; therefore, correct path, details, and customer notification criteria were not met.

Customer Experience

X1 Not Met Customer effort minimised conf 97%

Agent never acknowledged customer frustration, repeated attempts, or expressed empathy; interaction remained transactional and unresponsive to emotional cues.

X2 Not Met Tone & rapport conf 95%

Agent maintained a rigid, procedural tone despite customer confusion, language barriers, and repeated disconnections, failing to adapt pace or style.

X3 Not Met Overall experience conf 96%

Customer repeated model number, serial, receipt, and connection status multiple times; agent did not consolidate information or reduce redundant effort.

Call Transcript54 turns · 63 lines

Speaker 2

Welcome to Lynxys 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 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your linksys product and it's no longer under warranty, paid support is available for a minimum non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.