V2 Rubric Detail — 4b7a5d74-6367-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 18:24
Duration
11m 2s
Contact
Carlos Zamora
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132638
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7000 Reconfiguration/Reconnect to WIFI
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp2.86/5
Overall45.2% (-10.8)

V2 Grader Summary

The agent correctly applied out-of-warranty policy (R3, T3) but failed to perform any troubleshooting (R2 Not Met) or take ownership (O1, O2 Not Met), resulting in an unresolved case. Empathy was shown (X1 Met), but customer effort increased due to payment barrier and lack of immediate support.

V1 Case Analysis

Customer reported RE7000 range extender blinking amber and not extending Wi-Fi. Agent verified model/serial, confirmed expired warranty, and offered $15 paid support or self-help guide via email. Customer declined paid support; no reset or troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and model
  • Verified warranty status
  • Offered paid support or self-help guide via email
Key Observations
  • Agent failed to confirm topology early, leading to confusion about whether the router or extender was at fault ([05:00]).
  • No troubleshooting steps (e.g., factory reset, power cycle) were provided despite customer explicitly requesting a reset at [02:00] and [06:00].
  • Agent showed minimal empathy and failed to de-escalate customer frustration despite clear emotional cues ([08:00]–[10:00]).
  • Agent correctly identified warranty status and offered a valid self-help path (email guide), preventing a complete operational failure.
Positive Highlights
  • Accurately collected device model (RE7000) and serial number (X10P05602994) despite ASR transcription challenges.
  • Correctly interpreted warranty status as expired and communicated the $15 paid-support policy clearly.
  • Offered a self-help guide via email as a no-cost alternative, providing a minimal but valid self-help path per KB guidance.
  • Did not provide technically inaccurate advice (e.g., wrong URL, reset method), preserving ACCURACY score.
Agent Errors / Gaps
  • Misunderstood the problem at [05:00], incorrectly stating 'Your router is not working, no internet' when the customer had already clarified the router was fine and only the extender was faulty.
  • Failed to provide the standard reset procedure for the RE7000, despite the KB clearly stating the 10-second reset method for blinking amber issues.
  • Did not guide the customer through basic troubleshooting (power cycle, re-pairing) that is safe and appropriate even for out-of-warranty devices.
  • Minimal empathy shown; responses were scripted and dismissive of customer frustration, especially at [09:00]–[10:00].
  • Allowed confusion between router and extender status to persist for over a minute, reducing efficiency and trust.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the extender remained non-functional and the customer hung up frustrated without a fix.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped basic troubleshooting steps (e.g., power cycle, reset button hold) and jumped straight to warranty status and payment.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and offered the standard $15 support option or self-help guide per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified blinking amber LED and asked for model/serial, but did not diagnose further (e.g., confirm reset procedure, check power source).
T2 Met Appropriate tools / resources used conf 92%
No advanced tools (logs, remote access) were needed; issue could be resolved via guided steps which agent chose not to provide.
T3 Met No misinformation conf 97%
All statements about warranty expiration, $15 fee, and self-help option were factually accurate and aligned with documented policy.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent lost clarity by confusing router vs. extender issue, but recovered and maintained basic control of conversation.
C2 Met Confirmed understanding conf 93%
Agent used accessible language, repeated information, and avoided technical jargon; customer followed along despite frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent failed to take ownership—offered no immediate help, deferred to paid service or future email without confirmation.
O2 Not Met Proactive follow-through conf 95%
Promised to send a guide via email but gave no timeline, confirmation, or follow-up plan; customer left without resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was within L1 scope but limited by OOW policy.
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 acknowledged customer’s frustration with empathetic statements: 'I understand you 100%' and 'I can relate with that'.
X2 Partially Met Tone & rapport conf 87%
Agent remained polite but did not adapt tone to match customer’s emotional intensity or actively de-escalate.
X3 Not Met Overall experience conf 94%
Customer repeated serial number due to ASR issues and was burdened with a $15 fee instead of receiving direct assistance.
Call Transcript15 turns · 17 lines
Speaker 2
welcome to links is 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's serial number ready. For assistance, press one now. For out of warranty, 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.
00:00
Speaker 1
Yeah, buddy, can you help me to reset my my expander? No, no, I it's not working, I already tried everything that I know, because you guys help me before, and it's still not working, I think I have to, I think, yeah, I think I have to reset the, from factory, and I used to do it with you guys many times, but. Yes, sir, just give me one second so I can type this here.
02:00
Speaker 2
Thank you for calling Linksys I'm called Gerald looking out Look reset or what do you mean by reset? Like factory reset default settings? Oh no internet Sure let me see what I can do can you give me the serial number and model number
02:00
Speaker 1
All right. All right. Yeah, the light is, um, blinking and, uh, Amber. All right, the serial number in this thing is, um, one X-Ray 1-0 Papa0 5-6-0-2-9-9-4. Yeah, one eight, number one, number eight, X-Ray.
03:00
Speaker 2
I'm not sure if I got it correct, but you can correct me if I'm wrong. So that's three, eight, X is an X. 180 is in Papa. 0 5 6 0 2 9 9 4, right? All right, thank you. Checking. model number, RE7000. What is your first name and last name so I can create a record for you? What's your email address? And who's your internet provider?
03:00
Speaker 1
Xfinity, no, no, no, the router is not working, the internet is working, the router is not working. This extender has always been working but stopped working two days ago. Um, I guess powering off and reconnect, I guess. Um, no, this got [noise] no, no, no, not the router, the router is working perfect. It's the extender that [noise].
05:00
Speaker 2
Your router is working, correct. It has internet, right. Okay so where do you want to connect the range extender then? Wait hold on, you lost me there so. One second, sorry to cut you off. Your router, you said it's not working, all right? No internet. [silence]
05:00
Speaker 1
I guess we lost power and everything came back except except this expander DR7000. I need to I need to um I guess do a reset maybe a reset uh regular reset or a reset from the factory like you guys used to uh do it with me. that's correct
06:00
Speaker 2
Ah... yeah, I think it's... yeah, I think it's probably already been reset. And you have to connect that back to your router, routers Wi-Fi. Well, well yeah. So let me just double check. Okay, there it go. So I got the result of the serial number right here. Um based on the serial number that you provided. Unfortunately, your RE7000, the warranty is already expired. If I'm going to assist you with this, you'll be charged $15 non refundable. Are you okay with that? unfortunately, our current process right now, if the device is out of warranty, we charge $15 to assist, but if you don't want to be charged, I can send you the guide and how you can do it yourself. That way, you won't be charged. All right. We can do that.
06:00
Speaker 1
where are you located man I am in Florida you guys used to help me from I remember last last time was this nice lady helped me with this um no charge and she was from the Philippines I'm sure you can do the same thing but uh I guess you don't you don't want to [silence] I know yeah
08:00
Speaker 2
Alright, let me find the file for you. How about um give me five minutes once when that call, I'll send it to your email. I got your email right here. I'm located in the Philippines. Why you ask? No, that's our new process. I believe that was before. That was true. But right now our current process, if the device is out of warranty, we charge $15 just. I'm willing to help, but I need to follow process.
08:00
Speaker 1
$15. one five? Yeah. That's right. You know, buying all these products for years and years, and now they start charging. That's how they appreciate the customer. They have no, they have, they have, no idea. Oh, no, yeah. I mean, I buy, I don't know, 200 products from the company, and this is how they treat customers. I mean, if I give you the-- for it still doesn't matter. They're going to still charging. It doesn't matter how much money you spend, but that's all right. That's how they lose customers. Very easy. I'm not buying anything else. I'm going to go to this
09:00
Speaker 2
1 5 non-repandable, it's going to last 60 minutes or one hour. [silence] to some, you're frustrated with this situation. The right, right.
09:00
Speaker 1
ECO ECO no more lenses sorry $15 to reach out to help a customer for like 10, 15 minutes that that's not cool I mean, you will be upset as well if you have to uh if if you've been a customer for so long and then you call for a simple setup and then you don't get the help, that's not cool. That's not cool. I totally understand you 100% because you got to do your job, but you have to understand customer like me, you know, yeah, freaking yeah, you follow the process. All right, you ready? No, all right. All right, take it easy, man. Bye bye.
10:00
Speaker 2
No, I understand again, I can relate with that, but then to follow a process. All right. Anything else? I have a good line.
10:00