V2 Rubric Detail — 4aa9e92e-748c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 14:02
Duration
5m 34s
Contact
No name
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135303
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall55.9% (-4.2)

V2 Grader Summary

The agent correctly handled the out-of-warranty status and committed to email instructions, satisfying ownership and next steps. However, no real troubleshooting or diagnostic process occurred (R2, T1, T2 Not Met), and communication inefficiencies undermined efficiency. The resolution remains pending and unverified, warranting Partial Resolution.

V1 Case Analysis

Customer with RE7000 range extender (serial 18X10P05801020) out of warranty unable to connect to new Spectrum modem. Agent confirmed expired warranty, offered paid support (declined), and agreed to email reset/reconfiguration steps to kelliott088@gmail.com.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not attempt any live troubleshooting despite the issue being within scope of self-help guidance (e.g., reset, reconfiguration steps for range extenders).
  • Repeated asking for ISP provider at [04:00] despite already confirming it was Spectrum earlier in the call, indicating poor call control and inefficiency.
  • Agent correctly identified warranty status and offered an alternative self-help path via email, which is operationally acceptable for out-of-warranty devices.
  • Customer name was collected at the start but not documented in case notes; case number was not created or cited.
  • Agent did not verify whether the customer could access the extender’s web interface (http://extender.linksys.com) or attempt basic steps like power cycling or factory reset, which are standard for range extender setup per the KB.
Positive Highlights
  • Accurately captured and confirmed the serial number (18X10P05801020) and model number (RE7000) at [01:00–02:00].
  • Correctly identified the device as a range extender and acknowledged the context of a new ISP setup.
  • Clearly communicated warranty expiration and support limitations, aligning with KB guidance for out-of-warranty devices.
  • Offered a viable self-help alternative by agreeing to email detailed instructions after paid support was declined, which is an acceptable path for out-of-warranty support per the KB.
  • Confirmed the customer’s email address (kelliott088@gmail.com) accurately despite phonetic spelling, ensuring follow-up capability.
Agent Errors / Gaps
  • No troubleshooting steps were attempted or suggested before escalating to paid support or email instructions [02:00–05:00]. The KB clearly outlines basic steps for range extender setup (e.g., factory reset, access http://extender.linksys.com) that should have been provided.
  • Repeatedly asked for the ISP provider at [04:00] despite already having the information, creating unnecessary redundancy.
  • Failed to collect or document customer name and case number, violating protocol for case management.
  • Did not provide any immediate actionable steps (e.g., factory reset, access http://extender.linksys.com) that could resolve the issue independently, despite these steps being documented in the KB.
  • Did not confirm whether the customer had tried basic steps like power cycling the extender or modem, which are standard first-line troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent promised to email step-by-step reset/reconfiguration instructions within 5-10 minutes but did not perform real-time troubleshooting or confirm resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent only collected serial/model and offered to email instructions without diagnostic questioning or basic checks like power cycling or LED observation.
R3 Met Correct resolution path conf 96%
Agent correctly identified the RE7000 as out-of-warranty, explained limitations, and offered best-effort path via email — aligning with OOW standard by providing troubleshooting path rather than dismissal.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify specific symptoms beyond 'can’t link' and asked no diagnostic questions (e.g., LED status, prior working state, error messages).
T2 Not Met Appropriate tools / resources used conf 96%
No use of KB, logs, or tools; agent relied solely on verbal confirmation of model/serial and ISP without accessing diagnostic resources.
T3 Met No misinformation conf 98%
All technical statements (model RE7000, warranty expired, email follow-up) were factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call control but failed to set clear expectations early and repeated the ISP question multiple times despite confirmation.
C2 Partially Met Confirmed understanding conf 90%
Agent used polite language but did not adapt to customer confusion or verify understanding; repeated questions suggest misalignment with customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and honored commitment to send email instructions.
O2 Met Proactive follow-through conf 96%
Agent clearly stated next step (email with instructions) and provided realistic timeline (5–10 minutes).
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within scope for OOW best-effort support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly apologized and used courteous language (e.g., 'I really do apologize'), acknowledging frustration and remaining professional.
X2 Partially Met Tone & rapport conf 90%
Agent was polite but failed to adjust pacing or engagement — repeated ISP question despite clear answer, indicating poor adaptation to customer's state.
X3 Partially Met Overall experience conf 91%
Agent reduced effort by promising email but repeated the same ISP question unnecessarily, increasing customer effort.
Call Transcript12 turns · 12 lines
Speaker 1
hi Josh, I have a links device and we went to a new I guess internet service with a new connection and I don't know how to link it to this
00:00
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. 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. I think I'm calling linksys. My name is Josh. How may I assist you today. Mhm.
00:00
Speaker 1
Link it up uh one You can. It is 18 X 1 0 P 05 8 0 1 0 2 0. Yes. Uh, which one is the model number? Is that the Mac address or? Oh, I
01:00
Speaker 2
i see i got this one ma'am and just to verify how many Linksys routers do you have again in total and may i have the serial number of that router alright thank you so much for that one so let me double check again the serial number so is it 18xx ray 10 perp fall 0,580 10200 uh-huh thank you so much for confirming and may i also have the model number of this device
01:00
Speaker 1
Model number is R E 7000. Correct.
02:00
Speaker 2
I see. So this device is a range extender and you were trying to reconnect this one to your new modem. Is that correct? All right, thank you so much for confirming. So upon checking or upon double checking my resources regarding the hardware warranty status of this device, I really do apologize, but the hardware warranty status of this range extender has already expired and we no longer provide assistance over the phone or chat for out of warranty devices. However, rest assured that all our troubleshooting articles and guides are still available on our support website. However, ma'am, if you really wanted to be assisted over the phone, we do have this one-time non-refundable support that will last up to
02:00
Speaker 1
[silence] Are you kidding me? Okay, so let me get this straight. I am calling for assistance and because you say it's out of warranty, you are unable to help me unless I get charged? Okay, why don't you send me, me step-by-step by email? Yes, it is K Elliott. K-E-L-L-I-O-T-T-0-8-8-G-M-A-I-L.
03:00
Speaker 2
Yes, ma'am, and I really do apologize for that one. However, if you don't want to avail the paid service, I can still send - I can still send you detailed like what's sending a step-by-step instructions via email on how to properly reset and reconfigure this range extender. Yes, ma'am. And yeah, may I have your email address?
03:00
Speaker 1
Oh, that is, correct. Our service provider is the same, uh, is the same company. It just, um, upgraded to a new wireless box and modem. So, it, yeah, uh, it's spectrum. [silence]
04:00
Speaker 2
Thank you so much for that one. So again, ma'am, your email address is K for Edward L for Leonard I F R India O TT 0 8 8 @ Gmail.com. Is that correct? Thank you so much for confirming. And last thing ma'am, may I know again, who's your new internet service provider? May I know who's your new internet service provider? Modem. Uh huh. I see. And may I know again, so may I know again, who's your internet service provider? Is it? Spectrum? Uh huh. Uh huh. Uh huh.
04:00
Speaker 1
Okay. Okay. Thank you. Okay. Thanks. Bye-bye.
05:00
Speaker 2
All right. Thank you so much again for all those information. And again, ma'am, rest assured that you will be receiving an email from me that contains on how to properly reset and reconfigure the range extender. And rest assured that you will receive the email within five to ten minutes. You are most welcome, ma'am. And thank you so much again for calling me. Alexis, you have a great day. Bye friends.
05:00