V2 Rubric Detail — 3e661552-797d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:57
Duration
21m 50s
Contact
James Konopasek
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00136074
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_RE7350
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall31.2% (+9.2)

V2 Grader Summary

The customer's issue with the RE7310 extender setup remained unresolved as they ended the call intending to call back. The agent provided factually correct URLs and cable advice but failed to conduct thorough diagnostics, use available tools (like checking DHCP client table), or take ownership of the case. No critical compliance failures were observed to trigger auto-zero.

V1 Case Analysis

Customer unable to access setup page on RE7310 in wired Access Point mode. Agent incorrectly claimed RE7350 is 'more advanced' and worth $7,350, failed to verify connection to 'Linksys Extender Setup-XXX' network, and did not guide through correct setup steps. Customer disconnected frustrated with no resolution.

Troubleshooting Steps
  • Collected serial number (X004TTVWIZV)
  • Incorrectly claimed RE7350 is 'more advanced' and worth $7,350
  • Suggested accessing extender.linksys.com and 192.168.1.1 without verifying connection to extender's setup Wi-Fi
  • Suggested checking Ethernet cable category (CAT5 or higher)
  • Suggested trying setup on a computer instead of iPad
Key Observations
  • Agent failed to verify the customer was connected to the extender's default 'Linksys Extender Setup-XXX' Wi-Fi network before directing to the web UI, a critical first step per universal_range_extender_setup.md.
  • Agent provided factually incorrect and misleading information by claiming the RE7350 is 'more advanced' and worth $7,350, which is not supported by any KB and contradicts product positioning.
  • Agent did not guide the customer through the specific wired Access Point setup flow from universal_range_extender_setup.md, including selecting 'As a wired range extender (Access Point)' mode in the setup wizard.
  • Agent did not confirm physical Ethernet connections or suggest a power cycle of modem/router/extender, basic steps outlined in the KB.
  • Call ended with no clear next step or escalation path, leaving the customer frustrated and without direction.
Positive Highlights
  • Attempted to collect the serial number, though initially misheard (02:00–04:00).
  • Correctly identified the need to access the web UI via extender.linksys.com or 192.168.1.1 (11:00–18:00), which aligns with the KB.
  • Suggested trying the setup on a computer instead of an iPad, which can sometimes resolve browser compatibility issues (13:00–14:00).
Agent Errors / Gaps
  • Failed to verify Wi-Fi connection to the extender's setup network before directing to the web UI (critical KB step at 09:00–10:00). Per universal_range_extender_setup.md, Step 1 requires connecting to 'Linksys Extender Setup–XXX' before accessing the setup page.
  • Provided factually incorrect and misleading information by claiming the RE7350 is 'more advanced' and worth $7,350 (05:00). This statement is not supported by any KB and is materially wrong.
  • Did not walk the customer through the specific wired Access Point setup flow from universal_range_extender_setup.md, including selecting 'As a wired range extender (Access Point)' mode in the setup wizard.
  • Did not suggest a power cycle of modem, router, and extender, a basic troubleshooting step outlined in the KB under 'Troubleshooting > Extended WiFi Network Won't Connect'.
  • Did not confirm the Ethernet cable was connected to the correct port on the extender (Ethernet port, not WAN), as required for wired Access Point mode per the KB.
  • Did not establish a clear next step or escalation path, allowing the call to end with the customer disconnected and frustrated.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states 'I'm going to have to call back. Nothing is working here at the moment.' Issue remains unresolved with no valid escalation, RMA, or confirmed workaround provided.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested trying extender.linksys.com and 192.168.1.1, and checking the Ethernet cable category, but did not verify LED status, confirm Access Point mode setup, or check the router’s DHCP table — key steps for wired extender troubleshooting.
R3 Partially Met Correct resolution path conf 89%
Agent correctly identified the need for wired setup but failed to address the model discrepancy (RE7310 vs RE7350) or recommend checking firmware compatibility or resetting to factory defaults specifically for AP mode — missing targeted resolution paths.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent confirmed ISP and serial number but failed to identify the root cause. Per universal_range_extender_setup.md, the agent should have verified the LED state (orange blinking for setup) and guided the customer specifically through 'Mode B — Access Point (Wired)' steps. Instead, the agent focused on browser connectivity without diagnosing the physical or logical link.
T2 Not Met Appropriate tools / resources used conf 98%
No diagnostic tools or KB-driven verification steps were used. The agent failed to guide the customer to check the router's DHCP Client Table to find the extender's IP, which is the specific tool/method recommended in universal_range_extender_setup.md when the setup page won't load for a device already joined to a network.
T3 Met No misinformation conf 99%
Agent correctly referenced extender.linksys.com and http://192.168.1.1, and advised using CAT-5 or higher cable — all factually accurate per KB guidance.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow but provided no structure, agenda, or transition — responses were reactive with excessive filler ('uh huh', 'okay') and no summary or control during customer confusion.
C2 Partially Met Confirmed understanding conf 86%
Agent used polite tone but failed to adapt to customer’s repeated confusion about Ethernet vs Wi-Fi bands, did not confirm understanding, and repeated instructions without simplification.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent allowed the customer to disengage with 'you can call back' instead of owning the case, offering follow-up, or ensuring resolution — abdicating responsibility before issue was fixed.
O2 Not Met Proactive follow-through conf 93%
No clear next steps were defined — agent offered no timeline, action plan, or commitment, leaving customer to self-resolve with 'try again later'.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue had not yet reached a point where escalation was warranted (e.g., confirmed hardware fault, repeated failure after full troubleshooting).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent failed to acknowledge customer frustration beyond a generic 'I'm sorry' — no empathy statement, no validation of effort, and no apology for the unresolved state.
X2 Not Met Tone & rapport conf 90%
Agent maintained a monotonous, unresponsive tone despite customer expressing confusion and urgency — no adjustment in pace, clarity, or engagement level.
X3 Not Met Overall experience conf 92%
Customer repeated serial number and setup steps multiple times; agent did not document or use prior input, increasing customer effort unnecessarily.
Call Transcript36 turns · 40 lines
Speaker 1
Yes. I just bought and I'm trying to install the Wi-Fi extender 7310, the RE 7310, and I'm having some issues with that. Can you help me or would you be referring me onward?
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. [silence] Hi, thank you for calling Linksys. This is technical support. My name is Dylan. How can I help you today? [silence] All right.
00:00
Speaker 1
correct. No, it is not. It is not this issue though. Wow, you said that perfectly. Well done. Yes. it. I believe, um, below the barcode, actually, yeah, there's a couple of numbers. Um, saw me if this isn't the correct one. as an exa zero zero four. as in Charlie. as in Thomas. as in Sam. as in zebra. I as in whale, I as in Victor. as in wind Z as in zebra. I as in
01:00
Speaker 2
You've I mean the "SIR" oh number of your RE7310. I'm sorry. I wasn't able to catch that. It's X for X-ray, 004, T for Charlie, T for Tango. What's after that?
02:00
Speaker 1
[KEEP_UNCERTAIN] Wilbur V is in Victor. Yeah, let's try another number. Okay, so let's see. Okay, here we are. Here's the yeah, yeah, I have the proper one now. It's super microprint. So I'll have a magnifying glass. It's 41. He is in Peter. 10 M is in Michael. 13 is in Edward. 007 51. [silence]
03:00
Speaker 2
I see. What's the label with this characters you just provided me, sir James? Because I don't think this is the cereal number. All right. I'll go. All right. Let me just repeat that one, Sir James. It's 4 1 P for papa, 1 0. [silence]
03:00
Speaker 1
Yes. Correct. Xfinity or Comcast. Yeah, that's what's confusing. The box says 73 10.
04:00
Speaker 2
M for Mike one three E for Echo zero zero one seven five one all right thank you so much for that one uh let me just check this serial number for you and then may I also confirm who's your internet service provider okay all right thank you so bear with me let me just finish up the record here okay so it shows here that you have a I mean an R E 73 50.
04:00
Speaker 1
I ordered a seventy three ten, I ordered a seventy three ten and then when I um, began the installation it went to the Xtender uh, software that came up as seventy three fifty. So what's going on with that what's going on with that. So on the box, well then, again and I want to clarify the box says seventy three ten and then when I began the installation it came up as seventy three fifty.
05:00
Speaker 2
Uh, uh, that also, I don't know, sir, because I don't know, um, cuz this, I mean, you did not purchase the device directly to us, but, uh, anyway, you don't have to worry about it. If it's saved $7,350, then it's more advanced than the, you know, what's indicated in the box. Uh. Uh.
05:00
Speaker 1
So let me tell you what I've done and what what the issue is. I've done several factory resets. Currently, I am on a fresh factory reset. I've done nothing since then. I have a good internet connection. And I have a I'm using a wire ethernet connection. And that cable tests as a good cable. So I have uh all good connection. I have internet. I have good cable. And it's now connected to um the extender with the orange or amber uh flashing light. And so when I I began the install and what I thought the first thing it told me was I don't have an internet connection, but then all of a sudden the connection
06:00
Speaker 2
uh huh um uh uh uh uh uh uh uh uh um um okay
06:00
Speaker 1
timed the_EXTαλύτερ extender name, uh, what is the mix? Uh, WP WPA2 three and I completed everything and it's telling me I don't have an internet connection. So it's not it's not seeing the ethther net cable connected that I did that in the I installed the cable in the proper sequence as well so without the cable, without the cable, I plugged in the extender, waited for the yellow flashing light, orange flashing light, and then plugged in the ethther net cable. So I see so under, uh, Wi-Fi.
07:00
Speaker 2
Okay. Uh-huh. Okay. Uh-huh. I see. All right, Sir, no problem.
07:00
Speaker 1
[silence] No. it. it has to be wire it has to be wired. I have yes, I have a uh uh an 80 feet of ethernet cable. to a garage that's not where uh what it's on right now. I have it right in front of me hooked up directly ethernet. but uh it has to be wired. It has to be wired.
08:00
Speaker 2
Yeah, there's actually three ways to connect your range extender. One is through the wireless way using the WPS button. And also, we do have the setting up in a web browser. We also have setting up as wired range extender. So, you want this to be wireless or a wired It has to be wired. [silence]
08:00
Speaker 1
i'm using an iPad. yeah i'm using an iPad is that a yeah yes yes
09:00
Speaker 2
Alright, no problem, sir. Do you have a computer we can use to, to set this up? Oh, you're using an iPad? I see. Okay. So, right now, it's blinking orange then? Alright, just bear with me, sir. Okay, so right now, um, the range extender is already plugged in to the ethernet cable. Okay. Okay. So, um, first thing first, sir, uh, let? Connect your iPad to the link is extender setup. So you go it is already connected. Okay. All right. So you have already connected. All right. So right now, sir, let's open a browser. All right. And then...
09:00
Speaker 1
I'm in the browser. Yes. Yeah, I have extender dot link sys dot com in the address bar. And what it's telling me is it can't open, there's no network connection. Uh through the uh that's correct through the extension.
11:00
Speaker 2
Okay. So you're now connected? I mean, are you in the browser? All right. And then on the browser, let's type in http. I mean, you tap it in the address bar. Yes, yes, that's it. There's no network connection.
11:00
Speaker 1
I'm- the- the- the internet cable- um it's not giving me a internet connection- [silence] yeah- um uh now I'm putting an extender um next to this- okay
12:00
Speaker 2
Okay let me just notate that one here. Hold on. Okay how about this one sir? Let's type in http:// colon double forward slash. Hello sir. [silence] Yes so instead of just Xtender dot lenses dot com let's type into
12:00
Speaker 1
the right night he just hanging not doing anything yes should I try the computer instead of an iPad would that make a difference it shouldn't I've done it on the computer I've done it
13:00
Speaker 2
how about we pip pip it in with http://extender.linksys.com. [silence] how is it? it's it's just spinning. it would uh... yeah. how about we try it on a uh... uh... computer?
13:00
Speaker 1
it's booting up. I'm booting it up, yes.
14:00
Speaker 2
All right. So you're... Excuse me. ...so you're using your laptop right now? Uh-huh. All right. and who are in there. The other one, the other child nodes uh the first [silence]
14:00
Speaker 1
It doesn't seem to want to come up. uh it just keeps hanging. Um, [silence] with wi I have Wi-Fi set for the uh link sys extender and then I did extender.link sys extra colonization and it's telling me uh I'm sorry I didn't uh yeah, I got I got that and then I um I am connected to that and then I did link sys then I did extender.link sys.com and it says server not found
16:00
Speaker 2
uh huh did you connect to your did you connect did you connect your laptop to the lynx is extender setup it should be connected to the links it so you should be connected to the links extender set up sir for you to be able to access the web interface so you go to your laptop's wi-fi and you look for links extender set up okay
17:00
Speaker 1
[silence]
18:00
Speaker 2
Okay, how about this. You try typing in HTTP colon double forward slash one nine two dot one six eight dot one dot one.
18:00
Speaker 1
No, it's giving me problems. It's giving me problems. I'm going to have to call back. Nothing is working here at the moment. Um, yeah, I'll go ahead. Go ahead. Uh-huh.
19:00
Speaker 2
how is it sir I'm sorry let's see you might you might want to check the the ethernet cable sir if it's properly plugged in and you also need to check the category that you're using right now if it's cat 5 and above
19:00
Speaker 1
You lost me on the 5 E. I'm. Um. I have, um, the, the 2, um, gigahertz and the 5 gigahertz and I usually use the two. I don't know if that's what you're speaking about. But that's. Ah, okay. Um, um, um, um, Yes, it is. Yes. Yes, everything is good on that. But, um, I, I'm going to get off and, um, go through everything all over again and see what's going on. Um, what I, what I don't understand is I was I was able to connect to the extender.
20:00
Speaker 2
Uh, the ethernet, I'm referring to the ethernet cable, sir. Yes, sir. So it should be CAT5 above. Okay. And ensure that you're properly plugged in the ethernet cable. I see. Mm-hm. Yeah, uh, we might need to reset the the, mm-hm.
20:00
Speaker 1
to populate all the information but it's not showing connection to the internet so I'm going to say at the moment that's my problem I need to figure out what's going on with that and this should be smooth from there so I'm going to thank you I'm going to get off the phone and uh get into that thank you very much you okay uh I have to first make sure I want to see why I'm not seeing the internet at the extender and uh I'm also yeah and I'm running out of time on it at the moment but um I will call back is uh okay thank you very much okay bye
21:00
Speaker 2
oh so so you're just uh going to do it yourself uh -- oh okay sir right sir okay sir sure
21:00