V2 Rubric Detail — 44e59b4c-6347-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 14:35
Duration
7m 3s
Contact
415-572-7014
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical4.06/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall26.4% (-9.6)

V2 Grader Summary

The agent correctly identified the device and warranty status but failed to provide any meaningful troubleshooting or resolution path. Despite the device being out of warranty, the agent did not offer best-effort guidance as required, instead defaulting to paid support and disengaging. The call ended with the customer left to retry setup independently, resulting in an unresolved outcome with poor ownership and customer experience.

V1 Case Analysis

Customer reported RE9000 with blinking orange LED and intermittent connectivity. Agent confirmed device is out of warranty and offered paid support. Advised to place extender near router and wait for solid green LED before relocating. No reset or router connectivity check performed. Call ended without clear closure.

Troubleshooting Steps
  • Asked about current LED state
  • Asked if reset button was pressed
  • Advised to place extender near router and wait for solid green before moving
Key Observations
  • Agent failed to collect or verify serial number despite policy requiring it for warranty validation.
  • No HappyFox case was created or referenced, violating case management protocol.
  • Agent did not confirm whether the customer accepted paid support or declined it.
  • Call ended without clear closure, recap, or confirmation of next steps.
  • Repeated filler phrases ('see you', 'uh-huh', 'yeah') and poor call control.
  • No empathy expressed despite customer confusion and frustration.
Positive Highlights
  • Correctly identified the device model as RE9000 based on customer input at [03:00].
  • Accurately explained that the extender should turn solid green before relocation, which aligns with KB guidance for RE series extenders.
  • Clearly communicated the out-of-warranty status and paid support cost, setting appropriate expectations.
Agent Errors / Gaps
  • Did not verify serial number before discussing warranty status (transcript [04:00] implies assumption without confirmation).
  • Failed to create or cite a HappyFox case, violating standard case documentation protocol.
  • Did not confirm whether the customer wished to proceed with paid support after stating the fee (transcript [04:00]–[06:00]).
  • Did not verify the main router’s internet connectivity before troubleshooting the extender (critical missing step).
  • Did not instruct a factory reset or power cycle despite blinking orange LED, which is a standard first step for RE9000.
  • Gave only high-level advice without step-by-step guidance or validation of understanding.
  • Ended call abruptly without summarizing next steps or offering further support options.
  • Repeated filler phrases and unclear phrasing (e.g., 'see you', 'uh-huh', 'yeah') reduced clarity and professionalism.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended with customer deciding to try on their own; no resolution, RMA, escalation, or confirmed self-help path was provided.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped basic troubleshooting steps like power cycling, factory reset, or checking placement; only asked about LED and reset button without guiding execution.
R3 Not Met Correct resolution path conf 97%
Agent immediately cited out-of-warranty status and offered paid support without attempting best-effort troubleshooting (e.g., reset, placement advice) as required by OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified device model and LED symptom but failed to follow a logical diagnostic sequence or determine root cause like signal strength or configuration error.
T2 Met Appropriate tools / resources used conf 93%
No advanced tools (remote access, logs) were needed; verbal troubleshooting was appropriate, and agent did not misuse available resources.
T3 Met No misinformation conf 95%
Agent correctly stated device is out of warranty since Oct 2021 and quoted $15 paid support fee, consistent with universal_paid_support_workflow.md.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent set expectation about paid support but lost control by repeating questions, using confusing phrasing ('See you... Is the router working?'), and failing to confirm customer acceptance.
C2 Partially Met Confirmed understanding conf 86%
Agent used repetitive and unclear language; did not adapt to customer’s confusion or verify understanding, though basic information was conveyed.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership—abandoned case after suggesting customer retry setup alone, without completing paid support enrollment or follow-up plan.
O2 Not Met Proactive follow-through conf 91%
No clear next steps or timeline were established; agent suggested moving extender closer but did not confirm action, ownership, or follow-up mechanism.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; confirmed first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on issue type or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent failed to acknowledge customer’s frustration or repeated attempts; no empathy expressed despite clear signs of difficulty.
X2 Not Met Tone & rapport conf 92%
Agent maintained a rigid, scripted tone and did not adjust pace or style to match customer’s confused and fragmented communication.
X3 Not Met Overall experience conf 93%
Customer had to repeat information and was ultimately left to self-troubleshoot without adequate support, increasing effort unnecessarily.
Call Transcript11 turns · 12 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, 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. [silence]
00:00
Speaker 1
support. Growing up. The supportive shelter. Each satellite. And. He needed to know how, [silence]
01:00
Speaker 2
Hi, thank you so much for calling Linksys. This is Trash. How can I help you? Hi, thank you so much for calling Linksys. This is Trash. How can I help? Hi, this is Trish from Linksys, second hand help you. Yes, hello? Yeah, how can I help you, sir? What's the model number of the Linksys device, is this the Linksys it says, Linksys on it, what's the zero number?
01:00
Speaker 1
Oh, 6a, 0 0 0 0 2 6.
03:00
Speaker 2
OK, so it's a RE9000. It's a range extender, correct? OK. Is this a new device or working before? OK. Who is your internet service provider? Who is your internet service provider? To say something. Are you trying to say something? OK. Was there a changes in the device?
03:00
Speaker 1
Okay, the orange light is blinking on and off and I I have one time and I've gone in and I've used the uh smart router smart setup wizard and it connects to internet and then two minutes later
04:00
Speaker 2
I just wanted to set your expectation as we're checking in our records it shows here that your device is already out of warranty since October 2021 and uh for out of warranty device we no longer provide free technical support. So if you wish to be assisted over the phone that's going to be through paid service and our priced servicer is uh $15 per one hour of troubleshooting. So if you're going to proceed with that um we will uh proceed with the troubleshooting. But just to verify sir um what's the light indicator of the device right now? Have you pressed the reset button of the extender?
04:00
Speaker 1
later it just connects. Yes. It's about 20 ft away. [silence] I originally set it up. Yes. Should I start over again, put it right next to it again and set it up and then move it back to where I want it to be at or? I did it what? Excuse me.
05:00
Speaker 2
See you. Is the router working, correct? You have internet from the router. Where is the extender located right now? Is it new? the router. Johnnie feet away? When you set it up, did you bring it right next to it? Before you, yeah. Before you move it, sir, did it turn solid green? Before you relocate the node back to its original location, did it turn solid green after the setup?
05:00
Speaker 1
I don't think it ever turned solid green, though. Okay, so I'll load it. Now, let me just try it again. Let me just try it again on my own and if I don't get it to work, then uh you're saying what I should do is move it closer, go through this setup wizard again, and it should turn solid green if it's connected properly. Okay, let me let me okay, let me try that. Thank you. Okay, bye bye. Okay, bye bye.
06:00
Speaker 2
see, maybe it wasn't successful because you did not wait for the extender to turn solid green before you relocated. So, would you like to proceed with the pager server so that we can try Uh-huh. Yeah. Before you click. Yes. So, you erased the extender again and then uh do the setup wizard again. All right. No worries, sir. You're welcome. Bye for now. Take care.
06:00