V2 Rubric Detail — 4e2a7802-6e92-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 23:30
Duration
33m 34s
Contact
Doug Vicory
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#GI00134375
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication0.00/5
Ownership3.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall40.5% (-15.5)

V2 Grader Summary

The agent correctly identified the RE550 as a TP-Link device and directed the customer accordingly (R3, E1, E2 Met), which was the appropriate path. However, no troubleshooting was performed, the customer’s frustration was unacknowledged, and no resolution was achieved. The interaction lacked structure, empathy, and effort reduction, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to reconnect RE550 extenders after router password change. Agent misidentified RE550 as TP-Link and directed customer to TP-Link support without troubleshooting.

Troubleshooting Steps
  • Requested model and serial number (garbled/incomplete).
  • Incorrectly identified RE550 as a TP-Link product.
Key Observations
  • Agent misidentified the RE550 as a TP-Link product at [31:00], despite the customer stating 'RE 550' and 'It's a linksys' at [28:00] and [31:00]. This contradicts the KB, which lists RE550 as a Linksys range extender (universal_range_extender_setup.md).
  • No troubleshooting steps were provided. The KB (universal_range_extender_setup.md) outlines clear steps for reconfiguring extenders after a password change, including accessing extender.linksys.com, resetting the extender, and verifying password synchronization.
  • Serial numbers were not accurately captured or recorded, and no attempt was made to clarify the garbled information.
  • Warranty or support eligibility was not discussed, despite the issue potentially being covered under Linksys support.
  • Agent provided an incorrect escalation path by directing the customer to TP-Link support instead of offering Linksys-specific self-help, KB articles, or internal support.
Positive Highlights
  • Agent attempted to gather model and serial number information, showing initial effort to identify the device.
  • Agent suggested taking a photo of the serial number to improve clarity, demonstrating problem-solving intent.
  • Polite tone and closing, maintaining professionalism despite incorrect technical handling.
Agent Errors / Gaps
  • Incorrect product brand identification (RE550 is a Linksys extender, not TP-Link). This is a material accuracy failure contradicting the KB.
  • Failure to provide any troubleshooting guidance for the extenders, despite clear KB procedures for password-related issues (universal_range_extender_setup.md).
  • Failure to collect or verify serial numbers accurately for case documentation.
  • No discussion of warranty status or support eligibility, which is a protocol failure for product support calls.
  • Providing the wrong escalation path (directing to TP-Link support) instead of offering Linksys-specific self-help, KB articles, or internal support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The agent did not resolve the issue; the customer's extenders remained non-functional, and no solution was provided by Linksys.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted—no questions about placement, signal, or setup process; the agent immediately redirected after identifying the brand.
R3 Met Correct resolution path conf 95%
The agent correctly identified the RE550 as a TP-Link device and directed the customer to the appropriate vendor, which is the correct resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
The agent did not diagnose symptoms or ask relevant questions—only requested a serial number before redirecting.
T2 Met Appropriate tools / resources used conf 90%
No tools were necessary; the agent used correct product knowledge to identify the device was not a Linksys product.
T3 Met No misinformation conf 97%
The agent accurately stated that the RE550 is a TP-Link product and that support should be directed to TP-Link.
Communication
C1 Not Met Clear & professional language conf 94%
The agent provided no structure, agenda, or call control—conversation was reactive and disorganized.
C2 Not Met Confirmed understanding conf 95%
The agent failed to adapt to the customer’s confusion and frustration, using no plain language or comprehension checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
The agent took ownership of identifying the product brand but did not attempt any further assistance or follow-through.
O2 Met Proactive follow-through conf 91%
The agent clearly stated the next step: contact TP-Link support.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
The agent correctly decided not to handle a non-Linksys product and escalated to the appropriate vendor.
E2 Met Escalation prep & handoff conf 93%
The agent informed the customer of the correct escalation path and contact party (TP-Link).
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy was shown despite clear customer frustration and repeated expressions of helplessness.
X2 Not Met Tone & rapport conf 95%
The agent did not adjust tone or pace to match the customer’s emotional state or level of understanding.
X3 Not Met Overall experience conf 96%
The customer was asked for serial numbers multiple times and received no actionable help, increasing effort unnecessarily.
Call Transcript14 turns · 26 lines
Speaker 1
[silence] [silence] I'm gonna do.
00:00
Speaker 2
Welcome to linksist 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 dot linksist dot com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support. 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
[silence] I don't get it. I do that. can I do that? I don't wanna do that. I just don't know how to do it. [silence] Oh, I do not either, like I'm making it up the world. don't know how to do that. don't want to do that. don't want to do that. I was trying to find out. I spent hours trying to find out, and I'm just there. [silence] I can. But as soon as I walk away and plug it into someone else, it just goes away. I've had every problem a million times. [silence] I said so good. How about this? I don't sense want to do anything. [silence] Let me see, I'm about halfway between router unknown, my dad's uh, farther back there somewhere. Okay. now why my dad? I am between two trees. What one on the tiny tiniest little it's likely. Say that to. I'm staring out of baby 20 feet. 2022-05-04 15:16:43.207000] No, I think I am like 20 ft from it. I just stare at the computer. Okay this ridiculous. I can't do this. I don't know how to do it. I don't understand what they're saying. [silence] [silence] Hi, man. My name is Doug Vickery. OK. I spoke to someone earlier and I thought we had it figured out, but something's still going wrong. I'll try to explain. So I have two RE550 extenders. OK. Yesterday, I changed my password on my router and my modem router. The router I'm trying to extend is a bridge router. Mm. Ever since then, I changed the password. Everything's happened except I can't get the extenders to work. Um, now, the individual who set this last times, we walked through a little bit and then they said, OK...
02:00
Speaker 2
Hey for calling Lincoln's. My name is Nathan. Who am I speaking to?
27:00
Speaker 1
I'm trying to network. That is because the router's 5 gig. Network is operating on the A staff, whatever that means. Follow up with recommending disabling band steer. On the router. I have no idea how to do that. Doug? No problem, Doug. Bickery V-I-C-K-E-R-Y. I spoke to somebody several hours ago and. Go ahead. The model number of my modem? Oh, the extender is a R-E. Uh 550. Now like I said, I have two of them, they're identical.
28:00
Speaker 2
I have to more. Do you have a se- serial number of the device or the model? Yes, a router, the extender, extender.
28:00
Speaker 1
[silence] yeah I'm - yeah I call, wink. Sorry, well let me unplug the one because I'll tell you right now. I hook it up right directly to the, to the um, you know the plug is like three feet from the router and it says okay now try to move it. Well I try to move it the soonest I move it. I can't, I can't it within 20 feet and it can't go anywhere. All right. I have two serial numbers. Okay, hang on a second. Okay, I have, sorry, got anyone on the glass that work at normal. Okay. tiny. Okay. YZY 2380FZ40437400. [silence]
29:00
Speaker 2
Mm hmm. Do you have the serial number of this device? You called Lewis, right? All that you go. [silence] Give it to you. [silence]
29:00
Speaker 1
It's a six. Sorry, very hard to see. I'm sorry, what was that? okay yes that's probably a better idea. Hmm, not good at this, so bear with me. Who stopped that?
30:00
Speaker 2
Take a picture of it you may be able to get the correct you know and you can and you take a picture of the serial number so that you can expand it.
30:00
Speaker 1
Okay, let me give you the first one again. YNE 23080 fizz of Frank, 402,346. Is a one zero number. And the second one is R E 550. It's a linksys. It's a T P Link. I'm sorry, what was this? I'm calling linksys, yes. [silence] Okay. So, you probably want to have admin user trained on helping me
31:00
Speaker 2
We have the model the model number do you have the brand? Oh sorry you're calling Linksys tp link is the different brand huh yes uh re 550 is a tp link let me verify okay the re 550 and uh gb and then any variant of the re-550.
31:00
Speaker 1
Okay. I'll give you a second. Yeah. It's a TPM. Yeah. Well, there's just people to talk to. Sure. So you have to have to call somebody else is what you're telling me. I, I thought I called the T.P. Hotline. So the T.P. Hotline. Uh oh, okay. Now I understand. Thank you. Bye bye. You too.
32:00
Speaker 2
That'd be okay. Yes, yes. You have to call No TP link. You have to call the TP link hotline, not the Lin's desk. Okay? Yes. All right. You got it. Tom. That's okay. Bye-bye for now. Have a nice day and you today. Dog.
33:00