V2 Rubric Detail — 4ac8bb1e-700f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 20:57
Duration
5m 32s
Contact
Kimberly Johnson
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134668
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp1.79/5
Overall27.3% (-28.7)

V2 Grader Summary

The agent failed to troubleshoot the blinking-orange extender issue, incorrectly declared live support unavailable due to warranty status—contrary to OOW best-effort policy—and offloaded resolution to paid support and an email link. Despite accurate reset instructions, no meaningful diagnostic steps were taken, resulting in an unresolved case with significant ownership and customer experience gaps.

V1 Case Analysis

Customer reports RE7000 blinking amber, cannot access setup. Out of warranty; offered paid support, advised 10–15 s reset, will email setup instructions.

Troubleshooting Steps
  • Collected customer name, phone, email.
  • Attempted to obtain serial number (not provided).
  • Identified model as RE7000 (initially misstated as NRE7000).
  • Checked warranty status (out of warranty).
  • Advised factory reset (10–15 s press).
Key Observations
  • Agent misidentified the model as 'NRE7000' at [03:00], which is not a valid Linksys model.
  • Paid support was offered before any meaningful troubleshooting (e.g., power cycle, checking LED state, trying IP address) was attempted.
  • Factory reset instruction was technically inaccurate: KB requires holding reset until LED turns red, not just 10–15 seconds.
  • No verification of reset outcome or alternative access methods (e.g., http://192.168.1.1) were suggested.
  • Customer disengaged mid-call [04:00], indicating dissatisfaction with the support path offered.
Positive Highlights
  • Collected essential customer contact information (name, phone, email) at [01:00–02:00].
  • Clearly communicated warranty status and support limitations at [04:00].
  • Offered a self-help path by promising to email setup instructions after the call.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Incorrect model number provided (NRE7000) at [03:00].
  • Premature escalation to paid support without attempting standard troubleshooting steps.
  • Inaccurate factory reset procedure: KB states to hold reset until LED turns red, not just 10–15 seconds.
  • Failed to suggest alternative setup access via http://192.168.1.1 when extender.linksys.com failed.
  • Did not confirm whether the customer had already tried a reset or power cycle.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the blinking-orange issue; only offered paid support or an email link without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps (e.g., power cycle, verify reset, check setup network) were performed before citing warranty status.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated live support is unavailable for out-of-warranty devices, violating OOW best-effort policy requiring troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify root cause—no questions about power, LED meaning, or setup attempts—jumped directly to warranty statement.
T2 Not Met Appropriate tools / resources used conf 85%
No use of KB, diagnostic tools, or remote access; relied solely on verbal description without verifying symptoms.
T3 Met No misinformation conf 95%
Reset instruction (10–15 seconds) and LED behavior (blinking amber after reset) are technically accurate per universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent collected basic info but failed to set expectations or guide the interaction toward resolution after identifying the issue.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but did not adapt to customer’s frustration or confirm understanding of instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent abdicated ownership by deferring to paid support and email instructions without attempting resolution.
O2 Met Proactive follow-through conf 85%
Agent committed to sending setup instructions via email—a clear next step with defined action and timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; first-time contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on issue complexity or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized but did not acknowledge customer’s repeated efforts or emotional state meaningfully.
X2 Partially Met Tone & rapport conf 80%
Maintained neutral tone but did not adjust pace or style in response to customer’s growing disengagement.
X3 Not Met Overall experience conf 90%
Repeatedly asked for serial number despite customer struggling; provided no in-call resolution, increasing customer effort.
Call Transcript12 turns · 12 lines
Speaker 1
Welcome to Rachel. Yes, ma'am. My Linksys extender is blinking orange, the amber color. And it just continues. I've tried to do a
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 registerlinksys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. 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. This is Regina, and I'll help you today.
00:00
Speaker 1
set on it, and when I log on through the site, um, it won't, it won't allow me to do anything with it through the site, so, uh, I've tried resetting it, I've tried booting it, I've tried all kinds of things and it's not letting me do anything. Yes. Yes. Kimberly Johnson. Yes. 434-465-5138.
01:00
Speaker 2
Okay, so I totally understand your concern, but is this your first time calling us for support? And are you calling from the United States? Okay, so may I know your first name and last name, ma'am? So, you are Kimberly Johnson. And your callback number.
01:00
Speaker 1
Sam Kimberly j 1970 at gmail. Yes, Sam. Just one and it's in the extender. Sorry? What was that? Yes, give me just one. Yes. Give me just one moment. I'm getting my glasses. Okay. The uh serial number, [silence]
02:00
Speaker 2
and your email. Okay, so it's Kimberley J 19 70 at gmail.com. And how many devices do you have, Kimberley? Can you please provide a serial number of your range extender? Can you please provide a serial number? Kindly provide. Okay. Um, um,
02:00
Speaker 1
Yes, it is. Firefly. Yes, ma'am.
03:00
Speaker 2
Okay. So, the model number of your range extender is NRE7000, right? And who is your internet service provider? Sorry. Can you spell it for me? Like Firefly, one word? Now, before [silence]
03:00
Speaker 1
Um, that's okay. I'll see if I can figure it out on my own. I appreciate it though.
04:00
Speaker 2
Okay, so it indicates on our system that this device is no longer under warranty and I really apologize that live support is no longer available for this one. However, we have paid support. So I can still assist you setting up your range extender again, but then you need to pay 15 and it's good for 60 minutes of troubleshooting. But don't worry. Yeah, but don't worry if you don't want to proceed with the paid support. I will send you a link to your email after this call for the instructions and how to set up the range extender again. But make sure to reset, to press and hold the reset button of the range extender for about three. Sorry.
04:00
Speaker 1
OK, thank you. Thank you, you too.
05:00
Speaker 2
10 to 15 seconds and once it's reset it will turn blink it returns to blinking amber which means it's ready for setup. And after that, please follow the instructions given via email after this call. Okay? So, thank you so much also Kimberly for calling Linksys and have a great day. Bye for now.
05:00