V2 Rubric Detail — 4d49f020-7176-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 15:47
Duration
8m 16s
Contact
Nicole Williams
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134956
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately directing customer to paid support without attempting any troubleshooting, which constitutes evasion of standard support obligations.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting, incorrectly treated the case as non-Linksys, and evaded support responsibility by pushing a paid option. Technical inaccuracies, poor communication, and unprofessional conduct resulted in a complete failure to assist the customer, meeting the 'Avoidance/Evasion' auto-zero criterion.

V1 Case Analysis

Customer sought setup assistance for a Linksys RE6350 range extender (serial: 29V11M8A) to improve Wi-Fi coverage for a security system. Agent incorrectly advised an Ethernet cable is required for setup, failed to provide correct setup instructions (e.g., http://extender.linksys.com), and ended the call without resolution or proper next steps.

Troubleshooting Steps
  • Collected customer name, email, phone number, serial number, and primary router model (Spectrum MR-8300).
  • Incorrectly advised that an Ethernet cable is required for extender setup.
  • Informed customer the extender is out of warranty and offered paid support.
Key Observations
  • Agent provided materially incorrect technical advice: claimed an Ethernet cable is required for extender setup [05:00], which contradicts KB guidance (range extenders connect wirelessly).
  • No correct setup steps were provided (e.g., connecting to extender's default Wi-Fi, navigating to http://extender.linksys.com).
  • Agent failed to identify the extender model despite having the serial number.
  • Call ended unprofessionally without a recap, case number, or confirmation of next steps.
Positive Highlights
  • Collected customer name, email, phone number, serial number, and primary router model (Spectrum MR-8300).
Agent Errors / Gaps
  • Provided materially incorrect technical advice: claimed an Ethernet cable is required to connect the extender to the router [05:00]. This contradicts the KB (adjacent_range_extender_to_mesh.md), which specifies wireless setup via WPS or http://extender.linksys.com.
  • Failed to provide the correct setup URL (http://extender.linksys.com) or any step-by-step instructions for range extender setup.
  • Did not identify the extender model (RE6350) despite having the serial number, which could have been used to confirm product type and provide accurate guidance.
  • Offered paid support prematurely without attempting any valid troubleshooting or verifying warranty status through official lookup.
  • Ended the call unprofessionally without a recap, confirmation of next steps, or case documentation.
  • Made an unprofessional closing remark ('I'm totally lame') at [08:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent offered paid support instead of resolving the issue; no solution was provided for setting up the extender.
R2 Not Met Diagnostic thoroughness conf 98%
No logical troubleshooting steps were executed; agent did not guide through setup process or verify connectivity.
R3 Not Met Correct resolution path conf 97%
Agent defaulted to paid support rather than providing best-effort troubleshooting for an out-of-warranty device as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify symptoms or ask relevant diagnostic questions; confused main router with extender and misidentified product.
T2 Not Met Appropriate tools / resources used conf 97%
No use of tools such as admin page checks, logs, or configuration verification; relied solely on verbal description.
T3 Not Met No misinformation conf 98%
Agent made factually incorrect statements (e.g., 'ward your length\'s router', implying incorrect Ethernet requirement and branding confusion).
Communication
C1 Not Met Clear & professional language conf 96%
No clear framing or structure; agent introduced paid support abruptly and lost control of the interaction.
C2 Not Met Confirmed understanding conf 96%
Used confusing terms like 'ward' and 'links' without clarification; did not confirm understanding or adapt to customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by immediately suggesting paid support instead of attempting resolution.
O2 Not Met Proactive follow-through conf 96%
Only vague promise to 'send a code'; no specific next steps, timeline, or follow-up commitment established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent made unprofessional comment ('I'm totally lame') and showed dismissive tone toward customer frustration.
X2 Not Met Tone & rapport conf 96%
Failed to match customer's emotional state; customer expressed confusion and frustration, but agent did not adjust approach.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial number and model details; agent added effort by introducing payment barrier unnecessarily.
Call Transcript16 turns · 16 lines
Speaker 1
Yes, I'm trying to set up this uh this extender and I don't know what I'm doing. Yes, I bought this back in 2020.
00:00
Speaker 2
[silence]
00:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] But I need to use it now because my my Wi-Fi is not strong enough for my uh for my security system. [silence] [silence] Yes. [silence] Yes. [silence] My name is Nicole Williams. [silence] No, Williams with an S. [silence] 216, 296, 0627. [silence] Nickywilliams 341@mail. [silence] [silence]
01:00
Speaker 2
Thank you.
01:00
Speaker 1
No, no, no. Nicky, WIL LIAMS That's correct. Excuse me. I just have one one. The serial number is 2 9, V as in Victor 1, 1, M as in Mary to the number 8, A as in Apple.
02:00
Speaker 2
Okay, let me just spell it for you, just a quick, so it's N I K K I W I L D 3 1 9 7 1 1 1 at gmail.com. How many links is Node, you're planning to add with your existing mesh system? How many links routers do you have, Nicole? Can you please provide the serial number? [silence]
02:00
Speaker 1
09127. Yes. My internet, uh, provider is uh spectrum. Yes. And, uh, Model, let me see, MR, yeah, MR-8300. Correct. What's the model number? Uh, where would I find that at? Okay, um, would it be e, uh, Edward 89, f as in Frank 802.11 And, uh, Model, uh, 802.11 b and G wireless router, uh, firmware, firmware version uh V-8, page 55. Yes. Thank you. Okay, sorry. Um, page 55. Is that from the manual? Okay, you read me the page number? Ah, page number on the 55. Yes. All right, thank you.
03:00
Speaker 2
127 And who's your internet service provider? Spectrum Okay, so the model number of the router that you're planning to add with the parents node Nicole is an MR 8300 And what is the model number of the parents node? underneath or on the button?
03:00
Speaker 1
152808 oh okay okay where would I find the model number AT? Yes. You time out Oh you time out my eight my spectrum router number? No is from is from Spectrum My router is from Spectrum This link is the extender
04:00
Speaker 2
now the model number and the box is it a linksys router your main router is from linksys or not and candle jack yeah, because you mentioned that you called us linksys to set up this note as an extender to extend the Wi-Fi coverage of your internet so may I ask what is the model number of the main router is it from linksys or from the other band take it
04:00
Speaker 1
Right? [silence] So you need a, you said I need an Ethernet cable. Okay, I have an Ethernet cable.
05:00
Speaker 2
okay. Yeah, I would like to sit an expectation Nicole in wireless Crow. They will not workspin. You have a different brand, which is your main router. But of course to ward it, so you really need to customize a ethernet cable or ward a Linx's device to your spectrum router for it to work. Yes, you need an ethernet cable to ward your length's router to your main router from spectrum. But I would like to set that expectation also regarding of the warranty status of your length's router. Since it indicates in our system that this device is no longer.
05:00
Speaker 1
I have to pay $15. Is that what you you want? OK, can you send that to me please, 'cause why should I have to pay, I never even used this doggone thing. [silence]
06:00
Speaker 2
linksys router, but then you need to pay $15, and it's good for 60 minutes of trouble shooting. Yeah. But of course, yeah, but if you doesn't want to proceed with the paid support, I can also send our Wi-Fi fix-it series guide that has a quick and easy solutions for common out of warranty issues. Yeah, sure. Yeah, I do really apologize for the inconvenience um Nicole, but for this router, we can
06:00
Speaker 1
Yes. Yes, please do. So you sending me the code. Okay. Yes. You too.
07:00
Speaker 2
Oh, you know, I'm totally lame.
08:00