V2 Rubric Detail — 48202e6c-6b49-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 19:09
Duration
6m 30s
Contact
Martha Enns
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133958
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup new device_RE6300
⚠ 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
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership3.00/5
EscalationN/A
Customer Exp3.57/5
Overall34.6% (-1.4)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and remained professional, but failed to provide any troubleshooting or actionable steps despite the issue being common and resolvable. Per OOW best-effort standard, even expired devices should receive meaningful troubleshooting for setup issues, which was not delivered, leaving the customer's problem unresolved and increasing their effort.

V1 Case Analysis

Customer unable to see Wi-Fi SSID from new range extender; agent skipped troubleshooting, declared warranty expired, and offered only a vague email with self-help steps without resolving the issue.

Troubleshooting Steps
  • Collected serial number and customer details
  • Verified ISP (Spectrum) and noted warranty status
Key Observations
  • Agent skipped all basic troubleshooting steps (power-cycle, reset, LED interpretation, pairing) required for range extender setup issues per KB.
  • Warranty status was declared without verifying model number or checking warranty database.
  • No concrete troubleshooting instructions or verification steps were provided; only a vague promise of an email was made.
  • Call ended without confirming customer understanding or next steps, leaving the issue unresolved.
Positive Highlights
  • Maintained a polite and professional tone throughout the call.
  • Collected customer name and email for potential follow-up.
  • Offered a free self-help email option when the customer declined paid support.
Agent Errors / Gaps
  • Failed to ask for or confirm the extender model number before declaring warranty status.
  • Skipped required troubleshooting steps (power-cycle, reset, LED interpretation, pairing) before discussing warranty or paid support.
  • Declared warranty expired without verifying serial number or checking warranty database.
  • Provided no actionable troubleshooting guidance—only a generic email offer with no details.
  • Ended call without verifying customer understanding or confirming next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer’s extender issue (green light, no Wi-Fi SSID) was not resolved; agent offered only paid support or a future email with no immediate resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, factory reset, checking local access via http://extender.linksys.com), despite the issue being common and resolvable with basic steps.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty but failed to provide best-effort troubleshooting per OOW standard; instead defaulted to paid support or email, violating the expectation to assist with setup issues even when out of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only for serial number and ISP; did not identify symptoms beyond 'green light, no SSID' or probe for root cause (e.g., incorrect mode, need for reset, connection method).
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — no KB reference, no guidance to local UI (http://extender.linksys.com), no remote session offered, despite the issue being within scope of self-help resources.
T3 Met No misinformation conf 97%
Agent accurately stated warranty had expired and that Linksys does not extend warranties — factually correct per policy.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent set expectations about warranty and options but lacked a clear troubleshooting flow; multiple silences and unclear transitions reduced call control.
C2 Not Met Confirmed understanding conf 93%
Agent did not adapt technical guidance to customer level — provided no actionable steps, used no plain language explanations, and left customer without understanding of how to proceed.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent created a case record, stayed on the call, and attempted to offer assistance options without transferring — demonstrated ownership of the interaction.
O2 Not Met Proactive follow-through conf 95%
No specific next steps given (e.g., 'check your email in 3 minutes', 'try power cycling'); customer left without clear action plan or timeline.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the out-of-warranty context and available support paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent used polite language ('ma’am', 'thank you'), remained courteous, and did not show impatience or frustration.
X2 Met Tone & rapport conf 91%
Agent maintained a consistent, respectful tone appropriate to the customer’s pace and emotional state.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and email; agent failed to use information efficiently and created unnecessary effort by not providing real-time troubleshooting.
Call Transcript11 turns · 12 lines
Speaker 2
welcome to links 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 more about your service options, press two. 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. Hi, thank you for calling Linksys technical support. This is Rio. How can we assist you before to do today?
00:00
Speaker 1
But the extender that I'm trying to set up, and I'm having some issues like the light is green, but I cannot find the WiFi name either on my device, on either of my devices. This is the first that I've fixed it.This device was in the house, when we bought the house. So for me, this is the first time setting it up. Uh, sure, let me unplug it now. Okay. Serial number is 17X.
01:00
Speaker 2
Okay got it sir um I'm sorry ma’am got it ma’am uh ma’am by the way it’s just the first time that you've uh set up this device or this is uh working fine before okay all right gotcha may I know ma’am what's the uh serial number for this device please
01:00
Speaker 1
20 Even as in Mary. one, a, b as in boy. 00623. Spectrum. Yes. nnn M and nвец. E as in Edward. Then Nancy, Nancy, Selena.
02:00
Speaker 2
you mind. Thank you. who's your internet service provider please. And is this the first time that I'm you called Linksys? [silence] is okay. Let me create for your records before I proceed and troubleshoot your device. I know your first last name. N A N N S. Is that Nan? [silence] Got it. [silence]
02:00
Speaker 1
Yes I am. True, T-R-U-E, MarthaM-M-A-R-T-H-A at Gmail.com. [silence] Okay. [silence]
03:00
Speaker 2
Martha. Martha Ince, correct? How about your email address, Mel? Give me just three minutes, let me just fill in everything first in the system, okay? X Tender, XT 300. all right so ma'am i was able to create a record for you in the system however uh based on your record here um the warranty of your product is already been expired and just to set proper expectation that we no longer provide free technical assistance for out of warranty devices however if you insist we can still provide you one time phone support lasting only for 60 minutes but there would be a fee for that and that's $15 if by chance you don't want to pay $15 it's okay
03:00
Speaker 1
Just a free for now. Yes, through as in, uh, Tom. Like, through T-R-U-E. Okay. Uh,
05:00
Speaker 2
we still have a free option for you, wherein I can only send you an email and how you can possibly troubleshoot on your own your extender. That's for free. But which one do you prefer? got it. Um again, Ma'am, uh your email address, if this is correct, that's T-R-U-E and then martha at gmail.com. Correct? True Martha. All right. got it. Okay, got it. So, Ma'am, after our call, give me just three minutes and then, uh, just refresh your email and then check if you are able to receive it, okay? Thank you so much, Ms. martha. You have a nice day ahead. Well, bye for now.
05:00
Speaker 1
[silence] How much is the warranty on an extender like that? [silence] Oh, okay. [silence] Okay. You too. [silence] Bye.
06:00
Speaker 2
Um we, we, we actually, don't extend the warranty for your devices. We don't have those options. Thank you, ma'am. You have a nice day. Bye-bye.
06:00