V2 Rubric Detail — 52997fe6-6b5e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 21:40
Duration
26m 40s
Contact
Nawar Johny
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133980
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6300_Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication0.00/5
Ownership4.29/5
Escalation5.00/5
Customer Exp0.00/5
Overall41.6% (-18.4)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and offered paid support, but failed to perform any actual troubleshooting to resolve the blinking extender issue. Communication was fragmented, lacked empathy, and required the customer to repeat information, resulting in an unresolved outcome despite correct policy adherence on warranty and escalation judgment.

V1 Case Analysis

Customer unable to set up Linksys RE6300 extender after modem change; device blinking. Warranty expired Sep 2023; offered $15 paid support and promised KB article via email. No troubleshooting performed.

Troubleshooting Steps
  • Collected serial and model number (RE6300)
  • Verified warranty status (expired)
  • Offered paid-support option
  • Promised to email a KB article on extender setup via web browser
Key Observations
  • Agent correctly identified the product model (RE6300) and serial number from customer input.
  • Warranty status was explicitly checked and correctly reported as expired.
  • No troubleshooting steps were performed despite the issue being a common setup problem covered in KB articles.
  • Call contained excessive filler, poor pacing, and unclear transitions between topics.
  • Agent provided a valid self-help path by committing to email a KB article on extender setup via web browser.
Positive Highlights
  • Correctly identified the product as a Linksys RE6300 range extender.
  • Accurately verified and communicated warranty expiration (Sep 29, 2023).
  • Offered a valid self-help path by committing to email a KB article on extender setup via web browser, per KB guidance.
  • Provided a legitimate paid-support option for out-of-warranty customers, in line with policy.
  • Collected customer contact information (phone and email) for follow-up.
Agent Errors / Gaps
  • Failed to perform any actual troubleshooting despite the issue being a common setup problem covered in KB articles (e.g., factory reset, web browser setup).
  • Incomplete instruction regarding accessing 192.168.1.1; guidance was fragmented and abandoned.
  • Did not confirm whether the extender was factory reset after the modem change, a critical first step per KB guidance.
  • Did not verify if the extender was within range of the router during setup, per standard procedure.
  • Poor call control — excessive filler, repeated phrases, and long silences reduced efficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent offered paid support and promised to send an article but did not resolve the blinking extender issue or confirm successful setup.
R2 Not Met Diagnostic thoroughness conf 96%
No actual troubleshooting steps (e.g., factory reset, power cycle, pairing method) were performed; agent skipped to paid support without meaningful diagnostic effort.
R3 Met Correct resolution path conf 98%
Agent correctly identified the device was out of warranty (expired Sept 29, 2023) and offered paid support as the appropriate path per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked about setup method and location of extender but failed to follow a structured diagnostic process to determine root cause of blinking LED.
T2 Not Met Appropriate tools / resources used conf 92%
No use of diagnostic tools (e.g., remote session, log review, firmware check, or local access verification) despite the issue requiring hands-on troubleshooting.
T3 Met No misinformation conf 97%
Information on warranty expiration and paid support cost ($15) was accurate and consistent with policy; no technical inaccuracies stated.
Communication
C1 Not Met Clear & professional language conf 94%
Agent’s communication was fragmented with long silences, lacked clear framing, and failed to guide the customer through a coherent troubleshooting sequence.
C2 Not Met Confirmed understanding conf 93%
Agent used technical phrasing without confirming understanding, did not adapt to customer’s confusion, and ignored cues suggesting frustration.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, did not transfer, and took ownership by offering a solution (paid support) and committing to email an article.
O2 Met Proactive follow-through conf 97%
Agent clearly stated an article would be sent within 5–10 minutes, providing a specific next step and timeline.
O3 Partially Met Closure confirmation conf 87%
Agent acknowledged this was the second call but did not reference prior case details or avoid re-asking information already provided.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Agent correctly decided not to escalate, as the issue fell within the scope of paid support and no higher-tier escalation trigger was present.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted; customer declined further assistance.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent failed to acknowledge customer’s repeat contact or express empathy; interaction remained transactional despite customer’s visible frustration.
X2 Not Met Tone & rapport conf 93%
Agent maintained a rigid, procedural tone and did not adjust pace or style to match the customer’s disjointed and emotional state.
X3 Not Met Overall experience conf 96%
Customer was asked to repeat email and phone number despite prior history; agent performed no on-behalf actions to reduce effort.
Call Transcript17 turns · 21 lines
Speaker 2
Welcome to Linssys 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.linsys.com. Please have your device serial number ready. For assistance, please just press one. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, please just press two. Please have your device's serial number and contact information ready. If unavailable, kind call back later. For out of warranty product, paid support option may be available, depending on the issue.
00:00
Speaker 1
Thank you. Fix India, whatever you did. She yes. Welts mama. What's up after 3 billion years? A world's me? Is she asking me about the food? Uh wing order. So not bother about one two. She Ja. Second please? I have a that one. [laughter] forget it, it's going, Barbara. Oh, wait. Oh, wait. Oh, wait. You have to thank Michael. And he wrote to this wonderful frontal views and stimulated efforts to collect papers supporting the hypothesis. Hi, how are you today? [silence] I'm good. Thank you. [silence] What's up? [silence] How have you been? [silence] Hi, so am I. [silence] Hi, so am I. [silence] What are we chattin' about today? [silence]
06:00
Speaker 2
Okay. Hi,
19:00
Speaker 1
[silence] I'm calling regarding my um, you know, uh, I got uh, I changed my Wi-Fi uh, modem, so I had to change the whole Wi-Fi. And I got a device from you, it's keep blinking. I don't want to help to set it up to be honest. Uh, it's it's the uh, uh, Wi-Fi uh, it makes the signal more stronger. The the link is uh, that's the crayon number on everything here. Sure. Uh, the crayon number it's 17811 P as in Paul 0 AA as in Alpha AB as in Boy 06100.
20:00
Speaker 2
Yes, these may have a serial number. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Okay, thank you.
20:00
Speaker 1
It's four, two, two, six, two, seven, eight, seven. Oh, yeah. Correct. Yes. R-863-0. Right, yeah, I changed the modem and I have to have to change the whole Wi-Fi number and the business, or blinking after I set it up. And I don't know how to fix this one now. I don't know if you can help me out with that. That'll be great.
21:00
Speaker 2
the model number showing at the bottom may have it as well. Okay. Apart from that, is there a model number showing, RE, Romeo Echo six, 300? All right. Okay. So you have the. All right, so you have the linksys mesh extender. So just to verify your concern is, you're trying to connect this extender to your main Wi-Fi router, right? Okay. Okay, got it? All right. Okay. all right. Thank you for that information. All information before we proceed with your linksys extender setup,
21:00
Speaker 1
Oh, this is the second time. I called the first time when I uh bought the device and they helped me when I uh put it in. sure 773 877 9488. Okay, uh let's try this. I have two email addresses. It's noir nn a w a r johnny j o h n y at gmail.com.
22:00
Speaker 2
Let me check. Is this your first time calling Linksys? Okay. Thank you. And may have your phone number registered here before. All right. Let me check the phone number. Seems that phone number has no record. How about email address instead? All right. Thank you. And just to make sure I got it correctly, I'll spell it. So that's N for November, A for Alpha, W for Whiskey, A for Alpha, R for Romeo, John. The John is.
22:00
Speaker 1
jay j as in john oh h h honey n as in nancy and y as in yellow [silence] okay my name is was n as in november a as in apple w as in whiskey a as in apple n as in robert [silence] it's been two years maybe a little bit more
23:00
Speaker 2
Honey. Mm-hmm. How fo- Uh-huh. Uh-huh. Okay. Uh-huh. All right. Thank you. Let me check the email address. It seems that the email has no record. Let me create a new one instead. Could be that you are registered before in our old- older tools, and may have your first name and last name. All right. Thank you. And let me double check here. How long you've been using your Linksys extender? [silence]
23:00
Speaker 1
It was before, but not the new one. Now... I did not, to be honest.
24:00
Speaker 2
Right, thank you. And while my system's checking the hardware warranty and support of your Linksys router, when you tried to set it up this extender, is it on the same room with your new Wi-Fi router? All right, Kelkis. For set-up, you may need to put it near to the main router in order to connect during the setup process. And when you mentioned earlier that you have tried to set it up, did you use a button on the extender, or did you use a web browser in setting it up? All right, thank you. For that, since it's a new router, so it will be a reset factory settings on the extender itself. And there is a setup wizard that we can access using a web browser. And to set your expected, know that [silence] going back to your Wi-Fi setting, [silence] for us to access our extender setup page or file, where we'll be able to connect as I've mentioned to set it up, so we can fix up quickly. [silence] what we need to do is to disconnect [silence] your router [silence] that presents [silence] 192.168.1.1 on your computer [silence] connecting to the extender [silence] to the router itself [silence] let's proceed first by checking [silence] on a computer [silence] checking if they connect [silence] our main router [silence] capable to connect to extenders [silence] the new Wi-Fi router is working fine [silence] now, let's proceed into setting up your Wi-Fi [silence] at this time. [silence]
24:00
Speaker 1
[silence] No, I don't want to do that. I just was the advice, I remember two years, like for four or $50. I'm not saying another $15.
25:00
Speaker 2
Back to the hardware warranty of your Linksys Extender, upon double checking it here, it's ended last September 29, 2023. And if you wish us here over the phone to troubleshoot, reset, reconstruct your Extender, for our out of warranty devices, we have this paid support for troubleshooting that's amounting to $15, that's 15. It's a non-refundable technical support for one hour. If we are unable to resolve your issue and determine your device is defective, no replacement or refund will be given. Would you like to avail this paid support for troubleshooting here over the phone? I understand. It used to have one year hardware warranty and free technical support.
25:00
Speaker 1
Okay. Yeah, that works. No, that'll be it for today. I appreciate it. Thank you so much. You too. Thank you. [silence] Bye-bye.
26:00
Speaker 2
But how about this, I'm going to send you an article instead on how to reconfigure link systems extender and how to set it up using a web browser. I'll be sending it to your email after this call within five to ten minutes. All right. Thank you for your time. And anything else, other clarification and questions to reach us? You're most welcome and thank you for call linksys and have a wonderful day. Welcome. Bye-bye. [silence]
26:00