V2 Rubric Detail — 4b7a9b94-7632-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:23
Duration
27m 32s
Contact
Dannie Hays
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135664
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.3/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall77.8% (-8.2)

V2 Grader Summary

The agent successfully resolved the RE7350 extender setup issue, with the customer confirming internet access and a solid blue LED. However, T3 is Not Met due to the agent's incorrect statement that the post-reset LED should blink blue (it should blink orange per KB). All other indicators reflect competent ownership, troubleshooting, and resolution, though communication and customer experience show partial gaps in clarity, understanding checks, and effort reduction.

V1 Case Analysis

Customer unable to connect RE7350 extender; performed factory reset, accessed setup via 192.168.1.1, selected home Wi-Fi networks (2.4 GHz and 5 GHz), set admin password, confirmed EXT network works.

Troubleshooting Steps
  • Verified model (RE7350) and serial number (PAPA10M12E02516).
  • Instructed factory reset (hold reset button for 15 seconds).
  • Guided customer to connect to extender’s default Wi-Fi SSID (Linksys Extender Setup–XXX).
  • Directed to access setup page via 192.168.1.1 after connection.
  • Walked through wireless range extender setup, selecting both 2.4 GHz and 5 GHz networks and entering router password.
  • Confirmed extended network (_EXT) connectivity and internet access.
Key Observations
  • Agent correctly identified the RE7350 model and collected the serial number early in the call.
  • Customer initially struggled to access the setup page due to not being connected to the extender’s Wi-Fi network; agent clarified this dependency.
  • Agent correctly used the factory reset procedure and default access method via 192.168.1.1 (fallback URL per KB).
  • Setup was completed successfully, and the customer confirmed internet access on the extended network.
Positive Highlights
  • Identified the correct product model (RE7350) and collected the serial number early in the call [02:00–03:00].
  • Correctly guided the customer through a factory reset by instructing a 15-second hold on the reset button [06:00–07:00].
  • Successfully resolved the issue by walking the customer through connecting to the extender’s temporary Wi-Fi and accessing the setup page via 192.168.1.1 [08:00–09:00].
  • Confirmed that the extended network was functional and the customer could browse the internet [25:00–26:00].
  • Correctly advised the customer to reconnect to the extender’s Wi-Fi when the setup page failed to load due to being on the main network [17:00].
  • Technical instructions were fully aligned with the KB for RE7350 setup, including reset procedure, default access URL, and setup steps.
Agent Errors / Gaps
  • Initially instructed the customer to browse to 192.168.1.1 before confirming they were connected to the extender’s Wi-Fi (the fallback URL works only after connection) [04:00–05:00].
  • Provided a vague explanation of the 'manual setup' option, leading to repeated attempts by the customer [17:00–19:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet access on extended network and extender LED is solid blue, indicating successful setup and resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through reset, Wi-Fi reconnection, IP access, manual setup, SSID selection, password entry, and final verification — all relevant steps for extender setup failure.
R3 Met Correct resolution path conf 95%
Agent followed correct path for new RE7350: no warranty avoidance, applied standard troubleshooting, resolved issue without escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified flashing orange LED, confirmed inability to access setup page, isolated issue to configuration state, and pursued logical reset and reconnect steps.
T2 Met Appropriate tools / resources used conf 90%
Used correct tools: local IP (192.168.1.1), extender Wi-Fi network, reset button — all appropriate and necessary for this scenario; no remote tools needed.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated post-reset LED should be 'blinking blue' — RE series should blink orange per KB; this is a materially incorrect technical detail affecting diagnostics.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general direction but had unexplained silences, failed to reframe after confusion, and allowed customer to drift during setup navigation.
C2 Partially Met Confirmed understanding conf 75%
Used simple terms but did not confirm understanding when customer struggled with manual setup button or page navigation; no adaptation to confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all steps, did not transfer, and saw resolution through to confirmation.
O2 Met Proactive follow-through conf 90%
Provided clear next steps (reset, reconnect, verify), confirmed completion, and closed with accurate expectations about relocation and persistence.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 and successfully resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained professional and calm but never acknowledged customer frustration or effort; interaction was transactional, though not dismissive.
X2 Partially Met Tone & rapport conf 75%
Maintained steady pace but did not adjust to customer’s repeated confusion navigating setup pages or delays in response.
X3 Partially Met Overall experience conf 75%
Customer had to repeat connection attempts and navigate back due to lost state, but agent eventually corrected course; some avoidable effort, not severe.
Call Transcript53 turns · 54 lines
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 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. [silence] Thank you for calling Linksys. This is May. How can I help you? Did you just purchase that expander or you had it for more than a year? Okay, go ahead. That seems to be the problem. Okay. I see. Yeah, you mean to say your main router is working fine. However, when you try to uh connect to the extender's Wi-Fi, it's not working. Okay. Can I have the serial number of that extender please? Okay, what I have here is 41.
00:00
Speaker 1
Yes. Yesterday Xfinity. What's what? Oh, it's X-L-I-N-E-M-E-N X linemen at Comcast.com. I haven't registered this yet because I just got
02:00
Speaker 2
PAPA, 1 0 Mike 12 Echo 02 516. Okay, let me just check this one here real quick. Uh, okay. You got our RE 73 50. You purchased this one on what day? Can you still remember? Yesterday. Okay, and then who's your internet provider? Our Comcast. And what's your active email? Your active email address, for your account here. Thank you. I'll just do that one here in my.
02:00
Speaker 1
Danny, D-A-N-N-I-E, haz, H-A-Z-S, H-A-Z-S, haz. It's flashing orange. Can I do it on my Mac? I got it. Okay, I got it.
03:00
Speaker 2
Um, pardon Can you spell your last name again, please? Uh-Okay. Got it. Now thank you. So the LED indicator on your extender Is it flashing? You said red. What's the color? Okay. Flashing orange. Okay. Check your Wi-Fi list go to the settings go to the Wi-Fi of your phone. Mac computer. Yeah, you can. Check the Wi-Fi list and there should be a Wi-Fi name link sys extender set up.
03:00
Speaker 1
okay. click on that. okay, it says it's connected or it's red. okay uh okay. I'm there. [silence] yes. yes.
04:00
Speaker 2
Mhm. Okay, that's fine. Even though there's no internet, you can still set it up. Just open a browser on your Mac computer. And then on your address bar, type this link. You're ready? So type there 192.168.1.1. So 192.168.1.1.
04:00
Speaker 1
Yeah, okay. This is what I've done in the past, I mean, last hour, and it doesn't connect. It's just trying the the bar just trying to go across there and nothing's happening. It's just Google trying to, you know, it's trying to connect, but it won't connect. Okay, I'll hang up.
05:00
Speaker 2
Okay, start set up. What's the message there? What so it's an empty page. There's nothing on that page. Okay, try this link instead. It's gonna be my router. That local, I mean, sorry, just erase that one and type there on the address bar extender.
05:00
Speaker 1
[silence]
06:00
Speaker 2
[silence] Okay. So if that's the case, kindly go to you're extender now. You're actual Linksys extender. Grab a sharp pointed object because you have to press the pin hole reset there on the extender while it's plugged into the outlet.
06:00
Speaker 1
Okay. Hang on just a second. Okay. I reset it. [silence] It's blinking blue so I go ahead and connect to the on the Wi-Fi list, uh.
07:00
Speaker 2
have to press and hold it for 15 seconds. Okay. Thank you. Once done, just reconnect now your computer back to the Wi-Fi name extender. It may take a minute before it will gonna show up, but once it is showing up, just connect to it even though it's unsecured, open, no internet. Links is extender setup.
07:00
Speaker 1
[silence] Well, [silence] I'll [silence] when I click on that. [silence] It doesn't [silence] It doesn't connect to it. [silence] I'm connected, but no internet.
08:00
Speaker 2
Yeah, you think you're mag just um, what's the error message? Is it just unable to connect or you're connected but no internet. Oh that's okay, that's normal because your extender is not yet connected to any wi-fi. So you can now open your browser with or without internet, you can set it up. So just open your browser and then on the address bar type there.
08:00
Speaker 1
Okay, just a second. I get that, same page. You're not connected to the range extender network yet. Okay, now it come up. Welcome to re73. Okay, now it's showing me uh how do you want to use your extender wirelessly?
09:00
Speaker 2
should I use another browser? Maybe you have another browser there OK extender extender numbersetup so check the box that you have read and accepted the expansion next
09:00
Speaker 1
Hey. Hello? It's got, how do you want to use your extender? Scott wirelessly. That's the next. Okay, now it's wanting my, my modems password. Okay. Okay. Hang on just a second. Okay.
10:00
Speaker 2
Yes. So select there as a wireless range extender. Okay. You need to choose your links, your Wi-Fi there and yeah, type in your Wi-Fi password after.
10:00
Speaker 1
Now it's asking me for choose your five gigahertz network, but it doesn't show. Well, I think I only use one. I don't that 2.4, I think. Well, I don't have that option. I don't see my network. My network signal is low. That's it. They're just too. No, I don't see it.
11:00
Speaker 2
ok. do you have a second network? or you only have one? [silence] ok. so I select there uh the option which is "I don't have a second network." what else? what else? what are the other options? okay. there's no option for you to bypass. like I don't um okay. just select there I don't see any [silence] thanks.
11:00
Speaker 1
Speaker 1 (0m1s615ms) Okay.
12:00
Speaker 2
okay, Okay. What are the other option? That you can see. okay, that's it. Only, uh, you already selected. I don't see my second network, right? Okay. And then when you selected that, you're prompted to that message now, which it shows the signal is weak.
12:00
Speaker 1
No, that's just another another option. I got them on that. I don't see my network. It says click, it wants you to try to re-install it. And if don't doesn't work, make sure your router is powered on. If so, move the extender closer to the router and run set up again. Well, I'm only probably six feet from the router. Correct. Right. Okay. I did. [silence]
13:00
Speaker 2
Okay. Mm-hmm. Um-hmm. Yeah, because you only have one network, so usually there should be an option there, which is I don't need a second network, but you- there's none when you check it on the page, right? No option, no other option. Try to select again, I don't see my second network. All right.
13:00
Speaker 1
It says Linksys at the top. Dual band wireless range finder. Extender. Choose your 5 gigahertz network. Then there's a box there that's looking for it. The things going around and around. And then underneath that it says I don't see or things you can click on. I don't see my network and my signal strength is low. That's it. Well, I don't know if I got that 5 gigahertz or not. And this Comcast [silence]
14:00
Speaker 2
and tell me exactly the page you have there uh uh uh huh what else and there's really nothing on the bottom part which i don't have a second network okay and just to make sure then you really have only one wi-fi right you don't have five gigahertz or two networks okay but the list there the
14:00
Speaker 1
I don't see any of those. Can I just cancel and try to do it again? I don't see any of that. It won't go back.
15:00
Speaker 2
But ish, I mean the Wi-Fi list there that you can see, it's not your Wi-Fi, like the names they're listed, it's not your Wi-Fi, any of your own Wi-Fi. Um, it will prompt you on the same message. Actually, it will still ask you. Normally in that part, if you only have one network, there should be really an option for you to skip that part, which is, I don't have a second network or I don't need a second network. That should be the exact message. But, uh, let's do the manual instead. Go to try to click the back arrow. Let's go back to the page where, okay. Just open a new tab instead and then access the same link. Once you're prompted to.
15:00
Speaker 1
Okay. Now I got. I'm back to that page. You're not connected to a range extender network yet. We can help. Okay. [silence]
16:00
Speaker 2
You will be starting setup.
16:00
Speaker 1
It takes me to that same page. You're not connected. Okay. Yes. Okay, now it's got a picture of the extender, just like we did before. I accept setup. There was, no.
17:00
Speaker 2
Oh, I forgot. You have to reconnect your Mac computer to the extender's wifi. It's probably reconnected to your main wifi. So, reconnect it now to the extender, Linksys extender setup wifi name. Can you still see it on the wifi list? Okay. Reconnect to that. Okay. Um, click on manual below. Manual setup. Okay. Click on manual below. Manual setup. Once you click the uh, once you're prompted to the page where it shows welcome to our ear setup and click the box that you have read and accepted, there should be manual option on the [silence]
17:00
Speaker 1
Oh. Well, it's not working. Oh, it takes me back to that page. You're not connected. Yeah, it is. OK, now I'm there. OK. Manual setup is what I want to do. Thank you. [silence]
18:00
Speaker 2
lower left side, did you proceed already to the next page? Uh-huh. OK. Recheck again your Mac computer if it's disconnected to the extender's Wi-Fi. OK.
18:00
Speaker 1
Well, it won't let me click on it. Manual set up. I did. I read I can't control. I just can't get it pop up tournament.
19:00
Speaker 2
Yes. And your login password is Admin, all small letters. You need to check the box first. Tick the box first that you have read and accepted the terms. And then click in manual. It's still not working. Okay. If that's the case, I'm wondering why the manual option is not working. When supposedly, when you click that, it will route you to the login right away.
19:00
Speaker 1
Okay. How do you see, how do you want to use your extender? Okay, next. Okay, now choose your wireless network. Okay, um there is a 2.4 and a five on this list, both of them. it wants my password. [silence]
20:00
Speaker 2
It's not working. Uh just cl-- click start instead. [silence] As a wireless [silence] still [silence] wireless extender. [silence] Okay. Your Wi-Fi. Select the 2.4.
20:00
Speaker 1
okay, now it says choose your 5 gigahertz network. Do that. Okay. Your Extender network. It's got uh, it's wanting me to name it.
21:00
Speaker 2
Can you see your 5 gigahertz Wi-Fi Uh-huh. [silence]
21:00
Speaker 1
Okay. Okay. Here we go. It says I'm too close to the router. Okay, it wants me to put in, create an admin password. Okay, hang on just a
22:00
Speaker 2
You can proceed. You can hit next. okay, select connect anyway. That's the login password you have to create in the future. If you will log into the extender settings, then. That's the password you need to type in to log in to the extender settings.
22:00
Speaker 1
[silence] Let me put my email in. [silence] Oh, okay. Sorry. [silence] Okay, your extender is set up. [silence] Okay. [silence] One second. [silence]
23:00
Speaker 2
That's not necessary, I already registered the product. Just skip that part. No problem. Okay, just close that page. It is already set up now. Check your Wi-Fi list. You should see there your Wi-Fi having underscore EXT on the last part.
23:00
Speaker 1
it. got Linksys extender setup. it's got my. okay. it. says the same. extender. Linksys extender setup. F02. No, it's grayed out. You want me to click on it? Oh, no, it's flashing. [ silence ]
24:00
Speaker 2
Mm-hmm. What else? Uh, just turn off your Wi-Fi and turn back on to refresh the Wi-Fi list. The extender, is it solid blue now? Ah, what I mean is the extender's LED in front. It's still flashing. Can you check on your phone if there's [silence]
24:00
Speaker 1
okay hang on a second. on my phone it's got my network name which is STELLA and an underscore and an EXT okay okay it's wanting me to put a password in yes okay it says it's connected
25:00
Speaker 2
your Wi-Fi having EXT in the last part. Okay, that's gonna be the extender. Select that and let's check if your phone can go online connected to the extended network. Okay, which is till your main Wi-Fi password. Okay, now try to visit any websites on your phone. Let's check if
25:00
Speaker 1
Okay. Yes, I can. I can go to a website. [silence] It's solid blue. I'm gonna move it about. [silence] So, I can just unplug it then plug it in 20 or 25 feet away.
26:00
Speaker 2
But the extender is it still flashing [silence] the extender? Good. Okay. That means it's already connected online. So, uh, you prefer that location for you to plug in or you're planning to relocate the extender. [silence] Okay, you can do that. It's already connected now to your router's wi-fi. It's already extending its wi-fi now. [silence] Mhm, 25 feet max. And then just wait for the LED to turn back to blue again. It will just reboot in a minute. And once it's already so.
26:00
Speaker 1
Okay. All right. Okay. Got it. Okay. Thank you very great help. Thanks a lot. Bye.
27:00
Speaker 2
valid blue. You can connect again your phone to the extender's Wi-Fi. As long as you will not press the reset button there, even if you unplug, replug the Linksys extender, it will, or, still going to work once it's powered back on. You're welcome. Enjoy the rest of your day then. Bye-bye. Bye-bye.
27:00