V2 Rubric Detail — 522794e8-6371-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:36
Duration
20m 42s
Contact
Sam Joseph
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132658
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall46.1% (-9.9)

V2 Grader Summary

The agent failed to resolve the extender setup, offering only a guide and paid support. While technically accurate on LED and password, they did not provide full best-effort troubleshooting, show empathy, or reduce customer effort, resulting in an unresolved case with poor experience.

V1 Case Analysis

Customer attempting RE9000 setup with blinking green/orange LEDs; out-of-warranty; agent guided hard reset, corrected Wi-Fi name, and emailed setup guide. Customer briefly accessed setup page but full configuration not verified.

Troubleshooting Steps
  • Collected model (RE9000) and serial (6192449970)
  • Identified device as out-of-warranty
  • Instructed hard reset (15–20 seconds)
  • Corrected default Wi-Fi network name to 'linksys extender'
  • Guided customer to connect via Wi-Fi to extender network
  • Confirmed default admin password 'admin'
  • Promised to email setup guide
Key Observations
  • Agent initially misidentified model as RE6000 before confirming RE9000.
  • Agent incorrectly stated default Wi-Fi name as 'Laces Extender Setup', later corrected to 'linksys extender'.
  • Customer accessed setup page after reset and connection, indicating partial progress.
  • Agent did not verify final configuration success or extender status after setup steps.
  • Paid support was offered before exhausting basic troubleshooting steps.
Positive Highlights
  • Correctly identified device as out-of-warranty using serial number.
  • Provided accurate hard reset instruction (15–20 seconds).
  • Corrected Wi-Fi network name to 'linksys extender' after initial error.
  • Clarified that setup should be done over Wi-Fi, not wired connection.
  • Confirmed default admin password 'admin' and promised to email setup guide.
  • Customer reported briefly accessing setup page, indicating partial success.
Agent Errors / Gaps
  • Initially misidentified model as RE6000 before confirming RE9000.
  • Provided incorrect default Wi-Fi network name 'Laces Extender Setup' (likely ASR artifact but repeated by agent).
  • Failed to confirm customer successfully accessed http://extender.linksys.com or completed setup wizard.
  • Did not verify that extender connected to main router or achieved solid LED state.
  • Prematurely offered paid support before completing basic free troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the setup issue; only offered to email a guide and mentioned paid support without completing configuration or verifying connectivity.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about model, LED status, and suggested a reset, but did not guide through full setup steps, verify network selection, or confirm internet access.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device as out-of-warranty and offered self-help guide and paid support, aligning with policy, but did not provide full best-effort troubleshooting (e.g., step-by-step web setup).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (blinking orange) and asked basic questions, but failed to diagnose root cause by skipping key checks (router SSID, password, IP access).
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (logs, remote access) were needed; agent used standard KB guidance appropriate for a basic extender setup issue.
T3 Met No misinformation conf 98%
Agent correctly stated blinking orange = ready for setup and default password is 'admin' — both factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and collected info, but had long silences, poor transitions, and failed to set clear expectations or manage the interaction proactively.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms (e.g., 'default name', 'configuration') but did adapt slightly by confirming the customer saw the network; however, did not consistently check understanding or simplify for confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — shifted to email guide and paid service instead of guiding to resolution, especially after customer expressed prior failed attempts.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to email the guide but provided no timeline or confirmation of delivery; next step was vague and customer left without assurance.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was standard setup for an out-of-warranty device, and agent made appropriate decision not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent never acknowledged customer’s frustration, repeated attempts, or emotional state; no empathy statements were made despite clear signs of difficulty.
X2 Not Met Tone & rapport conf 95%
Agent used a flat, procedural tone and did not adapt to customer’s confusion or shifting pace; customer had to switch devices and repeat actions without support.
X3 Not Met Overall experience conf 97%
Customer had to repeat personal info, switch computers, and perform resets without agent streamlining; process was disjointed and effort was not minimized.
Call Transcript36 turns · 39 lines
Speaker 1
Yes. Um, I tried to hook up my uh, I guess range.
00:00
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] Hi, thank you for calling Linksys. This is G, how can I help you today? [silence]
00:00
Speaker 1
sure extender uh extender oh you can give me a serial number I'm having problems with it it's theare e9000 what you watch what I'm sorry and turn internal excursion communication sure 2-3-L-10 p zero
01:00
Speaker 2
Are you are ignite, 9,000 is May Now, who is your internet provider, Chir irrespective. Your internet provider. Okay. So, now I have the city number of your leisure. Please. including router? What is your main router? Fox Okay. Okay, so is this the first time you're setting up this extender, sir, or was this working fine before?
01:00
Speaker 1
I nine thousand just one second let me let me um turn on the light here there now what was your question um let me put it i i just unplugged it and i went closer to the router oh my
03:00
Speaker 2
Okay. Uh, I cannot pull up any information. Sir, what is the model number again, sir? R-E 6,000, right? Oh, 9,000, sorry. Okay. So, what is the light on the front? Yes, sir. What is the light on the front part of the extender?
03:00
Speaker 1
I just turned it on. So it's linking green. Green, yeah. Six one nine two four four nine nine seven zero. Yeah. My name is Sam Joseph.
04:00
Speaker 2
[silence] Blinking green. [silence] Okay. Okay, so while we wait for that, sir, may I have your phone number, just in case you get disconnected? Mm. 297-0. Okay, thank you. How about your first and last name, sir? Mm.
04:00
Speaker 1
Uh Joseph J-O-S-E-P-H. J-O-S-E-P-H. Yeah Joseph like like Joseph my grandpa. Sam then the letter N S.D. 2003 at Yahoo.the.com.
05:00
Speaker 2
how do you spell your last name sir? Oh, Joseph. Okay. How about your email address sir? Okay, good,
05:00
Speaker 1
Flashing orange. Three feet. now. it's like almost touching. but not touching, I told them not to touch. I'm sorry? want. I tried yesterday and I couldn't, nothing happened. [silence] Do you want to reset it?
06:00
Speaker 2
flashing orange. and this is how close from the main router sir? three feet. okay. okay. so, the light on the top. did you try to do a reset on this extender sir? the uh light on the extender, did you, i'm sorry, the reset sir on the extender, did you try to press it?
06:00
Speaker 1
What's it up? did I try to set it up? I tried yesterday, today I didn't. I wanted to call you and hear your beautiful voice. Yeah. So tell me, go with the buttons or go with the procedures. you know, I I mean, I understand it's ready. So what's next? What should I do? Okay.
07:00
Speaker 2
Um, no, sir. Based on, uh, the light indicator, sir, chooses that that is already ready for setup. So you mentioned that you tried setting it up, right? Yes. So when you tried, um, no, sir. Thank you for that. Anyway, sir. Okay. So, this blinking orange light, here indicates that this is ready for setup. And, okay, did you, hmm? Yes, yes, sir. So you have to get a device first. Uh, any device, computer or iPad that you can use to run the configuration. Sir, unfortunately, based on the serial number here,
07:00
Speaker 1
It's, but okay, so I tried to push the button. You know, if it's different than, if if's different than with the manual, I mean, then yeah, send it, but if it's not different than the manual, is going to do the thing. It's, it's right, it's never connected to the to the router. Yeah. Uh, I pushed on the router, on the router, I pushed the button. So it's ready to receive and and on the extender, I pushed the button too, so they can, you know, automatically see each other. [silence]
08:00
Speaker 2
it shows that this is already an out of warranty device. But no worries, sir, for out of warranty device, yes, we can no longer provide free assistance for this. I can still send you the guide, sir, for the step-by-step setup process that you can follow. Hmm. How did you, uh, I'm sure, do, uh, run the setup? Like in what way did you have it reset?
08:00
Speaker 1
Yeah, WPS. Okay. Okay, so you're you're trying to lead me to either a paid, or you cannot help me. Okay. But if the device is not working and not working, but it's even, you know, I tried to go to the domain by typing the you know, it still didn't didn't work.
09:00
Speaker 2
So you tried the WPS setup. Okay. So this will be a different setup for this. This will be a user interface setup. So, so this, so for this service, since this is already out of warranty, if the persons you need for the assistance of setting up your RE9000 device, you can call us back, sir. We do have a paid service option. That's $15 for an hour of troubleshooting. Uh, What do you mean the domain for the user interface?
09:00
Speaker 1
92. one 88. uh I think, I don't know one.1 or something like that that's written on the piece of paper. Uh-huh. yeah. Wi-Fi, yeah. I mean, yeah that yes. I'm going to do it right now if you want. Yeah, it's right here. So, the Wi-Fi is [silence]
10:00
Speaker 2
Okay. Okay. So just a confirmation when you try to log in or when you try to set it up, sir, were you connected to your Wi-Fi network from the extender with the Wi-Fi? Were you routed to the blue page, sir? You, okay, and yeah, you can try, sir.
10:00
Speaker 1
Blinking blue, and now I have to push the button on, uh, here. Okay, now they are both trying... Okay, hold on. just a second. It's opening. So even when you push the button, you have to go to the computer? Yeah.
11:00
Speaker 2
a an no, sir. No, sir. Um, can you go to the settings of your on phone or, um, laptop or iPad. Silence. Uh, no, Cheir. Uh what you have right now is a ready for setup light indicator. So, next thing that you need to do, sir, is to connect a computer, um,
11:00
Speaker 1
Oh. So, I have to connect to a computer directly? With the cable? This wired one. All right. Just one second, please. Can I check to what? One of my computers got lost. Let me get to another one. [silence]
12:00
Speaker 2
to the Wi-Fi of your extender, then run the configuration. So we will try, sir, if you're seeing that, yes, if you can see the Wi-Fi name, the default name, then you can go ahead with the setup. Not directly via wired, sir, but Wi-Fi. Just Wi-Fi, sir. Yes, the Wi-Fi name, the default Wi-Fi name of this extender, sir, is Laces Extender Setup. Yes. Can you check your- can you check if you can see that name, sir? Yes. Can you go to the settings of your computer or iPad?
12:00
Speaker 1
Okay, so I'm gonna go to my browser. And what, type the name? Okay. On the internet, I mean, on the Wi-Fi. Yeah.
13:00
Speaker 2
Yeah, before you do that, can you check if you can see the linksys extender set up name? Or if you're connected to that. Yeah, wifi settings of your computer. Yes, an available network serving. Check if you can see a linksys extender set up wifi name.
13:00
Speaker 1
Uh, one second. I had to switch to another computer because my computer is here is not connected to Wi-Fi. It's connected to the cable. So, so I'm trying to another computer that's connected to the Wi-Fi. Wow. To have bad luck or what? I went to two computers that are all connected to that one the wildest. Okay, so we're looking to a light up. Transducer should be on this port. You just take it. Sasi, stay in the.
14:00
Speaker 2
Yes, your name here on the available networks.
14:00
Speaker 1
for the... extender name. A-T-H... what is it called? A... what? Oh, A-T-T? Is it? No? No. Okay. No.
15:00
Speaker 2
Uh, yes, yes, sir. Yes, but that's another network. By default, the name for this device is "linksys extender." Do you see that name? It's not showing up. um okay okay try to do another hard reset here press and hold the reset button for fifteen seconds twenty seconds just to be sure.
15:00
Speaker 1
So yeah when you do that, we says it has to be connected to the electricity, right? Okay, now it's blinking it's blinking green blinking green. Leggo. Okay, I did Letgo. Hmm
16:00
Speaker 2
[silence]
16:00
Speaker 1
So blinking green. Okay. Still blinking green. What do we want it to be blinking? What? Do we want it to be blinking orange? [ silence ] No, it did not blink orange and now, yes, now. Yeah, blinking orange and we're looking for linksys. Yes, I found, okay, I found, says connect automatically or just connect. Oops, I wish we connected. But that's fine. It says cannot reach the stage.
17:00
Speaker 2
Is this now? Uh, Connect automatically, sir.
18:00
Speaker 1
Okay, now. Yeah, now I accept automatic and start setup. Okay, send me, email me the guides if time, time and S.D, sds2023 at the atto.com. Yeah. Got it, okay. Okay. And the, the password is admin. Okay. Okay.
19:00
Speaker 2
Kanichgss page. Yes, yes, sir. Okay, sir. So since you, you are already on the setup page, sir, um, since this is already a ---an auto-forney device, I will, now send you the guide, sir, for you, to go ahead with the setup. Okay. Yes, yes. I'll email it to you. Uh, yes. you@2003 Yiu.com. Yes, yes, sir. So you're on the right page. You just need to run the configuration, sir. Thathat'll be your guide. Okay. And if you need further, yes, admin by default there, all ourall lowercase. Okay. So yes, sir, uh, you can call us back If you need further assistance, we do have a paid service if you need over the phone support. Have a good day, sir. Please stay safe. Thank you, sir. Have a good day. Bye-bye.
19:00