V2 Rubric Detail — 46d79f10-7c7c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 16:27
Duration
7m 54s
Contact
Margaret Fogel
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00136711
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall37.5% (-22.5)

V2 Grader Summary

The agent identified the extender as out‑of‑support and promised email instructions but provided no troubleshooting, did not resolve the password issue, and offered no empathy. Consequently, the call ended without a solution, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect RE6500 extender after changing router Wi‑Fi password; agent emailed generic setup steps and explained extender is in open‑network mode.

Troubleshooting Steps
  • Collected extender model number (RE6500)
  • Checked warranty status (expired)
  • Explained extender is in open‑network setup mode
  • Offered to email detailed setup instructions
Key Observations
  • Agent did not advise a factory reset of the extender despite the red blinking LED, which is the usual first step after a password change.
  • No verification was performed to confirm that the extender successfully paired after the customer followed the instructions.
  • Agent provided only generic setup guidance and did not explore whether the extender’s stored Wi‑Fi credentials needed to be cleared.
Positive Highlights
  • Collected the correct extender model number and identified the warranty status.
  • Offered to email detailed setup instructions, providing a self‑help path.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not instruct the customer to perform a reset of the RE6500 to clear the old Wi‑Fi credentials.
  • Did not verify that the extender was successfully paired after the password change before ending the call.
  • Ended the call without confirming that the customer understood the next steps or without scheduling a follow‑up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome during the call — only promised email instructions. Customer remained unable to complete setup.
R2 Not Met Diagnostic thoroughness conf 96%
Agent did not ask any diagnostic questions or walk the customer through any troubleshooting steps.
R3 Not Met Correct resolution path conf 94%
Agent identified the extender as out‑of‑support and offered to email instructions, but did not attempt any best‑effort troubleshooting required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No symptom clarification, no targeted questions, and no root‑cause analysis were performed.
T2 Not Met Appropriate tools / resources used conf 94%
Agent never used any tools (remote session, admin UI, logs) that were appropriate for diagnosing the extender issue.
T3 Met No misinformation conf 93%
Agent correctly described that the extender appears as an open network and must be paired with the home Wi‑Fi, which matches the KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed the call with a greeting and collected email/name, but did not guide the customer through the setup process or set clear expectations beyond the email.
C2 Met Confirmed understanding conf 92%
Agent used plain language, avoided technical jargon, and repeated the steps in simple terms.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership of sending the instructions via email and did not transfer the call.
O2 Met Proactive follow-through conf 94%
Agent gave a concrete next step – email the instructions and wait five minutes after the call ends.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged the customer's frustration or repeated attempts; no empathy statements were made.
X2 Not Met Tone & rapport conf 94%
Agent maintained a neutral script and did not adjust tone or pace to match the customer's evident irritation.
X3 Not Met Overall experience conf 95%
Customer was left to repeat information and perform the setup on their own; the agent did not streamline or reduce effort.
Call Transcript12 turns · 14 lines
Speaker 1
Silence Yes, hi, I hope you can. I've been trying for three days to do this and I can't. Um, I just got a new router and I have to change the password, um.
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] Thank you for calling Linksys. This is May. How can I help you? Mm-hmm. Okay. I see. That's fine. That's why we're here. Regarding the password, it usually needs your main Wi-Fi password of the router and its default SSID. Yeah.
00:00
Speaker 1
You know on the on the uh main router that we just changed. It's a Verizon router. Um There's a password that changed because the old router was bad. Um or was intermittent. You know how it just the... So I tried to put the new password in to this, but it says that it's not ballant. I know. Right, I know, but the thing is that the main router was changed. So since for a week, I've been changing passwords on everything in the house, but I can't seem to do the extender.
02:00
Speaker 2
mhm, mhm. mhm. oh, uh
02:00
Speaker 1
Do I have to go online somehow and change that? Or will it pick it up? Right now, I have the extender right next to the router and it's still not picking it up or changing the password. I don't know if I have to do something said to to do like a factory reset where you push the button on the back of the router for 15 seconds. [silence] Yes. I have it plugged into the outlet right now. It's blinking red, so I'm going to push it for 15 seconds.
03:00
Speaker 2
Mm-hmm. Okay. Yeah, 15 seconds only while it's plugged into the outlet.
03:00
Speaker 1
Yes, the model the model number is I have the original box, uh, R is R-P six five zero zero. Yes.
04:00
Speaker 2
Can I have the model number of that extender you're referring to? What's the model number? RE6500. Let me just check if we can see a support product. One second. Yeah, regarding your RE6500, its support date already - I mean, the support for that extender already ended last year, around May. So for instruction via phone, I cannot do it. We don't have tools anymore from our end, but I can send email instructions via email, give me one moment.
04:00
Speaker 1
Oh, wonderful. Thank you. Oh, thank you, thank you, thank you. M, Marge as in Mary. A as in Apple. R as in Robert. G as in girl. 1195@yahoo.com. Margaret Fogel, F as in Frank. O as in Orange. G as in girl. E as in Elvis. L as in Larry. And it always happens as soon as the warranty ends. It's been over almost a year, but as soon as it ends, um, that's when you you need the help, right? Yeah. Verizon.
05:00
Speaker 2
Uh-huh, and that email contains the instructions on how you can fix the extensions. There you go. You're welcome. Uh-huh. Uh-huh. Okay, and what's your first name and last name? It starts not to work usually when this happens. Okay, but your internet provider, who is it? Verizon. Okay. Once this call will end, just wait for five minutes, please. [silence]
05:00
Speaker 1
Okay. Now, it's blinking red, so should I try to put in the password, maybe? Okay. Yeah, now it, it says, yeah, it says start setup. Okay. So I, I hit start setup.
06:00
Speaker 2
Margaret. I'll send it to your email. Okay, uh, it's actually an open network right now. It's back to Linksys extender set up. That's the wifi name you will see on the wifi list. And it's an open network because uh, you need to set it up, you need to pair it to your active wifi, which you need to type in your own wifi credentials. Once it's already set up, you will see your wifi with an EX. Perfect. Okay. So, that's actually the setup wizard and all you need to do is to complete that. Once it's done, just look for your wifi name with an EX on the last port. The wifi password you need to enter after is [silence] No matter how much I would love to, but this call is being recorded. Oh. Thank you for understanding and regret. Thank you again. Okay. You too, Margaret. I'll still send the email just in case it will not work. All right. Talk to you later then. Thank you. Bye bye.
06:00