V2 Rubric Detail — 4074f6f2-74ae-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 18:05
Duration
9m 16s
Contact
919-482-0148
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—

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
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall32.6% (+10.6)

V2 Grader Summary

The agent failed to perform any diagnostics or use tools to resolve the range extender issue. They provided materially inaccurate information by claiming Linksys no longer manufactures range extenders and mischaracterizing a mesh node (MX2000) as an extender. While a valid alternative (mesh) was suggested, the technical inaccuracies and lack of troubleshooting result in a poor technical performance.

V1 Case Analysis

Customer asked about extending Wi-Fi to a shop using an RE9000 extender. Agent incorrectly said Linksys has no extenders and suggested purchasing an MX2000 mesh node. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly stated at [02:00] that Linksys does not manufacture range extenders, contradicting the KB (RE9000 is a valid Linksys product).
  • No troubleshooting was performed despite clear opportunity (e.g., checking extender placement, signal strength, or setup).
  • Agent recommended an MX2000 mesh node without confirming compatibility with the customer's Netgear router or assessing outdoor range limitations.
  • Agent did not mention that range extenders can be daisy-chained or provide guidance on optimal placement for outdoor use.
  • No product details (serial number, warranty) were collected, and no escalation or follow-up was arranged.
Positive Highlights
  • Attempted to suggest an alternative solution (mesh system) rather than ending the call abruptly.
Agent Errors / Gaps
  • Incorrect statement that Linksys does not make range extenders (contradicts KB and product reality).
  • No troubleshooting performed for the RE9000 extender (placement, signal strength, or setup verification).
  • Recommended an incompatible product (MX2000 mesh) without assessing feasibility or compatibility with the customer's Netgear router.
  • Failed to inform the customer about daisy-chaining extenders or outdoor extension limitations.
  • Did not collect essential product details (model, serial, warranty) or follow standard support protocol.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent suggested purchasing an MX2000 as a mesh node to replace the extender setup, which is a valid alternative path for extending coverage, though no direct fix for the RE9000 was provided.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic questions were asked about placement, signal strength, or router settings; agent skipped troubleshooting entirely and moved straight to hardware replacement suggestion.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified that a mesh system could solve the coverage issue and suggested a compatible product (MX2000), but inaccurately stated Linksys no longer makes range extenders and misrepresented the MX2000 as an 'extender' rather than a full mesh node.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No logical diagnostic process was applied — agent did not identify root cause of poor signal, skipped basic checks (e.g., distance, interference), and assumed solution without analysis.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (e.g., web UI, signal test, firmware check) were used or suggested despite the need to assess extender performance and placement.
T3 Not Met No misinformation conf 98%
Materially incorrect claims: 'we don't manufacture Range Extenders right now' (contradicted by universal_range_extender_setup.md which lists current RE series) and stating MX2000 'works as an extender' (contradicted by universal_mesh_node_management.md stating mesh nodes are standalone routers/nodes, not extenders).
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained basic call control and responded to customer queries, but failed to set clear expectations, frame the interaction, or guide the conversation logically.
C2 Partially Met Confirmed understanding conf 80%
Agent used some accessible language explaining mesh benefits, but repeatedly used jargon like 'intelligent mesh' and 'nodes' without confirming understanding and did not adapt fully to customer’s non-technical framing.
Customer Ownership
O1 Partially Met Ownership & empathy conf 83%
Agent stayed on the call and attempted to offer a solution path (mesh upgrade), but did not take ownership of troubleshooting the existing device and defaulted to selling new hardware.
O2 Partially Met Proactive follow-through conf 81%
Agent suggested a next step (buying an MX2000) but provided no timeline, follow-up, or detailed instructions, leaving execution entirely to the customer.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within scope of L1 support but mismanaged.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent was polite and courteous but never acknowledged the customer’s frustration with poor signal or repeated effort; empathy was generic, not specific.
X2 Partially Met Tone & rapport conf 82%
Agent responded to customer’s pace and kept engagement, though tone was repetitive and slightly scripted; customer remained engaged and asked clarifying questions.
X3 Partially Met Overall experience conf 80%
Customer had to repeat model numbers and clarify intent, but agent eventually understood and offered a coherent (if flawed) alternative solution, reducing total effort compared to full restart.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to Linksys 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear, please, please have your device 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. [silence] Hi, hi, sir, how can I help you today, sir?
00:00
Speaker 1
Uh, yes ma'am. I've got a question. I've got a Linksys model RE9000 extender and, uh, what I'm trying to find out, right, it's a range extender. And I was told by a guy from Brightspeed Say, I got this extender in my living room. My other stuff is in the back of the house. And I'm trying to connect to my shop which is about 60, 70 yards away. And I'm getting a signal but it's just, uh, it says poor and sometimes it says fair. So he said that he, uh, I could probably get another extender and link it to him, but to the one in here and take it up to the shop and they should connect. Is that so?
01:00
Speaker 2
something his technical support. I've got a question. I've got a link in the description. uh-huh. uh-huh. [silence] Oh.
01:00
Speaker 1
So you don't have any extenders.
02:00
Speaker 2
Yes, actually, sir, yes, that will work, but then, unfortunately, we don't manufacture Range Extenders right now. You can still find them, sir, in Amazon or any local stores, but directly to us, no, sir. We still do assist that anyway, sir. Yes. Let me see. Let me see. Yes, hello, sir? Sir. Oh, hello sir. Mhm. Yes sir. You are looking for a range extender right? Uh, Mhm. There are other models sir. Uh, you can choose those. Mhm. Mhm. I'm sorry sir. Please stop. You can get the different, you can actually get a different transfer because unlike mesh nodes. [silence]
02:00
Speaker 1
So, Lenox, as long as there are links, it should work together probably. Okay. That's why I was asking. So, okay. Well, I appreciate it. And they say, I just take the new one. I find, if I find a new one, I take that and connect it to my, um, router and just take it up to the shop and plug it up and it should work, right? My router is a netgear. Yeah. Yeah. I also got, let me look at this. I'm going, walking back in now. The router is a Lenox. Um, it's a Lenox
04:00
Speaker 2
Range extender can work with other range extenders? Yes. Oh. Sure. Yes, sir. What is your router, sir? Also lynx's router. Is it like a mesh router, sir? Uh huh.
04:00
Speaker 1
I'm trying to supply. Okay. The mile is an MR 20 EC. Yeah, that's the model number. Yeah. Okay. Yes, ma'am. Yeah. A lot.
05:00
Speaker 2
oh, OK, I'm just going to say uh okay, this is actually um oh. Um, is that an extender, Sam? A separate extender? How about a buy a child note, sir? Or maybe a parent node. Yes, a mesh network, sir. essentially mesh networks, uh that will actually provide you um instead of having multiple networks uh
05:00
Speaker 1
Yeah. Well, this is actually for outside, this is for outside the house going up to my shop, okay? And what did you say I need? I could buy, since it's a mesh, what did- I didn't understand.
06:00
Speaker 2
If you have a mesh network, you will only use one network for all parts of the house, like if you have like two floors, if you have an extender, sure, on the first floor, you will have another Wi-Fi network. Then on the second floor, you will have another Wi-Fi network. If you have a like a mesh, if you will buy a mesh, what will happen is that those mesh notes, they will only have one Wi-Fi network, so wherever you will go inside your house, as long as you have the, the range. Yes. Yes. Yes. Yes, yes, sir. Yes, yes. A mesh, a mesh, sir. You can look for,
06:00
Speaker 1
Yeah that was that's that would do away with my extender Well So that and what's the model number of what you're talking about that would extend out further you have a model number Amx 2000
07:00
Speaker 2
This is an intelligent mesh. There are still intelligent mesh available in local stores or Amazon that you can purchase that will work with this device. That works as an extender, sir. Let's um. Yes. Yes, sir. For this one sir, you will have an option. you you can still use this as your parent node, this MR20EC. Then you can purchase a an MX2000. Yes, so what will happen sir, if you have two or three of that node, those will work as your extender, sir.
07:00
Speaker 1
- Body So, I could use it to take the like, if I can find an MX 2000, I could connect that to what my-to my router and I could set that in my-living room and it should extend up to my-shop. Right. Mhm. body Okay, yeah. This is wireless. I can either do this or we'll get another extender. Yeah. Okay.
08:00
Speaker 2
Yes, and aside from that sir, you will have an option, uh, if you have a mesh network sir, you can either wire or wirelessly connect those devices or those nodes. Hmm, yes, you can do wireless still sure, but then, um, as I've mentioned, unlike extenders that you have to, um, connect to another network, mhm, instead of connecting to another network, you will be able to connect to just one Wi-Fi network to all parts of the
08:00
Speaker 1
Okay. Yeah. Okay. Thank you. Yes, ma'am. Thank you. bye bye.
09:00
Speaker 2
It's inside the house, even outside. As long as it's in range, it is in range. You're welcome, sir. Feel free to call us back, sir. Have a good day. Stay safe.
09:00