V2 Rubric Detail — 4b18677a-6a7b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 18:35
Duration
9m 10s
Contact
James Allison
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133797
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7000_Reconfiguration of the RE
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect information (wrong URL: 'support.linsys.com') — constitutes a critical failure under rubric section A–F. This is not an ASR artifact; the agent repeated the incorrect domain in context where the correct one is standard knowledge.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to troubleshoot, provide accurate information, or demonstrate ownership, leaving the customer's issue unresolved. A critical error in providing the wrong support URL triggers an auto-zero. Despite offering a ticket number, no meaningful progress was made toward resolution.

V1 Case Analysis

Customer unable to connect RE7000 range extender to Starlink Wi-Fi; agent noted out-of-warranty status, offered AI tool and paid support, provided ticket LTS000133797, but gave no troubleshooting steps and incorrect product/URL information.

Troubleshooting Steps
  • Collected customer contact information and confirmed device model
  • Asked about LED status (flashing amber)
Key Observations
  • Agent provided no troubleshooting steps for range extender setup (e.g., extender.linksys.com, WPS, or wired AP mode)
  • Agent incorrectly stated the RE7000 is the latest range extender model (KB lists newer models like RE7350)
  • Agent misstated the support URL as 'support.linsys.com' (correct: support.linksys.com)
  • Agent did not direct customer to extender.linksys.com or 192.168.1.1 for setup (KB-mandated steps)
Positive Highlights
  • Collected customer contact details and created a ticket (LTS000133797)
  • Offered free AI support tool as a self-service option
Agent Errors / Gaps
  • Failed to provide any troubleshooting steps for range extender setup (contradicts KB: universal_range_extender_setup.md)
  • Incorrectly claimed the RE7000 is the latest range extender (KB lists newer models like RE7350)
  • Provided wrong support URL (support.linsys.com instead of support.linksys.com)
  • Did not direct customer to extender.linksys.com or 192.168.1.1 for setup (KB-mandated steps)
  • Offered paid support without attempting basic troubleshooting

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; customer's extender still not working, and agent provided no functional fix or self-help path beyond directing to AI tool.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all diagnostic steps — did not guide customer through WPS, manual setup, or local access to extender interface despite amber light indicating setup failure.
R3 Not Met Correct resolution path conf 96%
Agent correctly identified OOW status but failed to provide best-effort troubleshooting (e.g., factory reset, WPS pairing, myrangeextender.local access) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process — agent did not identify root cause of amber light, skipped questions about setup method, and accepted customer's reset claim without verification.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., KB articles, setup guides, remote diagnostics) and failed to direct customer to correct self-service resources like extender.linksys.com.
T3 Not Met No misinformation conf 98%
Agent provided incorrect URL 'support.linsys.com' (transcript: 'support.linsys.com.Mhm') — a clear factual error that misdirects the customer.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow and offered options, but failed to set expectations about OOW limitations or guide a resolution path.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but failed to confirm understanding and misstated critical information (URL), reducing clarity despite customer engagement.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disowned the case by immediately deferring to AI or paid service without attempting to resolve or personally follow up.
O2 Met Proactive follow-through conf 93%
Agent provided a clear next step (use AI tool at support.linksys.com) and gave a ticket number (LTS 000 133 797) for future reference.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this out-of-warranty setup issue.
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 96%
Agent showed no empathy — no acknowledgment of frustration, repeated effort, or inconvenience despite customer expressing ongoing connectivity issues.
X2 Not Met Tone & rapport conf 94%
Agent used a one-size-fits-all script, did not adapt to customer’s exploratory tone, and missed cues to slow down or confirm comprehension.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number, name, and phone number; agent did not leverage verified info to reduce effort or streamline the interaction.
Call Transcript14 turns · 17 lines
Speaker 1
Okay. I welcome support. [silence] Yeah, hey, I've got a link 6 7,000 R R E 7,000 and I'm not able to connect to my Wi-Fi network.
00:00
Speaker 2
welcome to Lyngsis support. 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 devices 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. Thank you for calling Linksys.com. Okay.
00:00
Speaker 1
I connect with it and I haven't been able to figure out the documentation. Uh it was working before, but now I have Um, okay. I've I've pushed out reset. I have pushed the reset button for 10 seconds. Yes, 18 X 1 0 P is Peter. Uh 0 A is Albert. 8 0 6 8 8 2. That's correct. [silence] yes. Yes, 719 331 6538. [silence] My first name is James and my last name is Allison, A L L I S O N. [silence] It's Jimmy, J I M M Y, Allison, A L L I S O N. [silence] He is Peter, he is Edward.
01:00
Speaker 2
18X for X-ray. And then 10P for Peter. 0A for Apple, and then 8 0 6 8 8 2. Okay, great. And again, you're internet service provider is Starlink. And, um... Can you have also your phone number, sir? Okay. Okay, and how about your first name and last name? Okay, how about your email address?
02:00
Speaker 1
So, Jimmy, Allison, PE at gmail.com. Yes. Yes, a Starlink gateway or router. Yeah. No, well, I, yeah. The wireless name is just simply Starlink.
03:00
Speaker 2
All right, thank you for this um information. Again, sir, um your concern right now is this is for the uh reconfiguration of your range extender with a new provider which is Starlink, right? And does um Starlink has a um you have already a wireless router, correct? Or a gateway. Mhm. And you know already what is the Wi-Fi settings of that um gateway. Like the wireless name? Mhm. Well, using the Wi-Fi from your Starlink, your devices can go online, correct?
03:00
Speaker 1
Yes, all my devices go online with Starlink. That's correct. It's flashing amber. Okay.
04:00
Speaker 2
Ok. So you just want to extend the Wi-Fi signal of Starlink. Okay. Sir, before we start for any troubleshooting, what is the color of the light on the range extender? Okay. So basically if it is, that's the light, that means range extender is not powered. You need to configure that. You need to connect that to the wireless router, okay? But again, sir, before we start for any troubleshooting, let me just inform you about the status of your router. It shows it here in our record that your RE7000 range extender is already out of warranty and complimentary phone support is no longer available. Okay, but you don't need to worry about it. We do have um options for our warranty Linksys products. The first option is since you do have internet connection right now, you can um take advantage of our AI tool that can be found on our website, and that is support.linksys.com. Okay. And our second option is I can send you an email where I can uh put there the instructions on how to um configure this range extender. Okay. Right? And our third option, we have this paid connect service.
04:00
Speaker 1
Oh. Okay. Um, well, I'd like to try the AI agent. Okay. Uh, where is the, uh, uh, where is the
06:00
Speaker 2
time, non-refundable technical support that will last up to 60 minutes of troubleshooting. Okay? And with this option, it will only cost you $15, but there's no guarantee, but we will be able to fix the issue. And in any case, we found out that your device is defective, there will be no refund or replacement. Okay? So which options uh, which options would you like to proceed with, sir? Okay, the website, sir, again is Support.Linksys.com. Okay? Mm-hmm. The AI um, uh, is you can um, uh, check the icon. That's on the lower right hand, side corner. That's the blue circle with a speech bubble.
06:00
Speaker 1
Yeah. Just a that was. That was Linksys.support.com. Oh. Support dot Linksys. Oh, okay. Okay and then you say there's something at in the lower right-hand corner of that page. Oh, that smiley face. Yes. Okay. Okay well. Very good. I'll give this a try. Okay, go ahead. [silence]
07:00
Speaker 2
Smiley face, that's our AI, tool. Uh-huh. And support search, support.linsys.com.Mhm. Yes.All right, no problem. In any case, you change your mind and you want to avail our paid connect where we can walk you through on how to set up this RangeExtender, you can always give us a call and you can give this ticket number. Okay. Your, okay, your ticket. [silence]
07:00
Speaker 1
All righty. Now, hey, what, you tell me what the next. range extender. Is what's the latest range extender for home use that link, this has right now? Is it really that's your latest one. Man. Okay. I thought that I thought this was really old. Okay. Okay. Okay. Well, thank you.
08:00
Speaker 2
ticket number, sir, is LTS 000 133 797. Okay. Um, this is our latest range extender, sir. RE-7000. Yes, sir. Hm, yes, sir. And we, Yes, sir. But we don't have new or release range extender. You're welcome. So thank you for calling LimpSet. This is Carla. Goodbye for now. Goodbye.
08:00