V2 Rubric Detail — 532074b8-6520-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 23:01
Duration
8m 30s
Contact
Michael
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133047
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately offering paid service and disengaging, despite the issue being within best-effort support scope for an out-of-warranty device.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to provide any technical troubleshooting, gave factually incorrect information about 5 GHz networks, and evaded ownership by pushing paid support. No resolution path was established, and the customer was left to self-serve despite a clear, solvable configuration issue. This constitutes avoidance and a complete breakdown in support protocol.

V1 Case Analysis

Customer unable to set up RE6300 after reset; extender prompts for 5 GHz password not present in single-SSID Spectrum setup. Agent confirmed model/serial, stated device is out of warranty, and offered paid support or generic website visit. No troubleshooting steps (e.g., factory reset verification, WPS pairing, manual setup via extender.linksys.com) were provided. Customer declined paid support and ended call with no resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to provide any troubleshooting steps for the RE6300 setup issue, despite the KB clearly outlining reset, WPS, and manual setup procedures (KB article 237).
  • No guidance was given on accessing the extender's setup page (extender.linksys.com or myrangeextender.local), a critical step for post-reset configuration.
  • Agent allowed over 30 seconds of silence without explanation, creating a poor customer experience and failing to address the customer's request for free guidance.
  • Agent pushed paid support as the only viable path despite the customer declining and requesting free assistance, violating protocol that requires offering at least one practical self-help path for out-of-warranty customers.
  • No specific KB article or URL was provided, leaving the customer with only a vague directive to 'visit our website.'
Positive Highlights
  • Correctly identified the product model (RE6300) from the serial number.
  • Accurately stated that the device is out of warranty based on system lookup.
  • Collected customer name and partial email address for case documentation.
Agent Errors / Gaps
  • Failed to follow the KB-mandated troubleshooting flow for RE6300 setup (KB article 237): no factory reset verification, no WPS pairing guidance, no manual setup wizard instructions via extender.linksys.com.
  • Did not provide the correct setup URL (extender.linksys.com) or direct the customer to the relevant KB article (237) for RE6300 setup.
  • Allowed prolonged silence without informing the customer of the delay or offering reassurance, severely damaging call efficiency and communication.
  • Pushed paid support as the only path forward despite the customer declining and requesting free assistance, violating the requirement to offer at least one practical self-help path (e.g., KB article, email instructions).
  • Did not confirm whether the customer could access the extender's setup page or clarify credential confusion (e.g., extender password vs. Wi-Fi password), a critical gap in environment handling.
  • Failed to offer or send a follow-up email with troubleshooting instructions, KB article, or setup guide, which is a basic expectation for out-of-warranty customers who decline paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a best-effort troubleshooting path; only offered website or paid support without guiding setup.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps taken — no verification of extender reset, no guidance on accessing setup page, no explanation of dual-band networks.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent should have offered best-effort troubleshooting; instead, immediately defaulted to paid service without attempting resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask diagnostic questions about router settings, did not clarify if customer has dual-band network, and did not identify root cause of password confusion.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — no attempt to guide customer to extender.linksys.com, no remote session, no verification of admin interface or logs.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated 'there is no 5G and no 2.4G', when the extender requires the 5 GHz SSID/password — technically inaccurate per KB guidance.
Communication
C1 Not Met Clear & professional language conf 95%
Call lost focus and became a sales pitch for paid support; long silences and abrupt transition to disengagement without problem resolution.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language and confirmed model number, but failed to explain technical concepts (e.g., 5 GHz) in accessible way despite customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — redirected to website or paid service without attempting to solve the issue or commit to resolution.
O2 Partially Met Proactive follow-through conf 88%
Provided two options (website or paid support) but no timeline, follow-up, or accountability for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed for customer’s frustration over lost configuration; interaction remained transactional and dismissive.
X2 Not Met Tone & rapport conf 93%
Agent maintained rigid, scripted tone and did not adapt to customer’s confusion or repeated attempts to clarify the issue.
X3 Not Met Overall experience conf 94%
Increased customer effort by directing to external website or paid service instead of providing immediate, actionable guidance.
Call Transcript12 turns · 14 lines
Speaker 1
Yes, it's it's a little bit old, huh? There should be no issue with it, but I face an issue right now. It was working for a couple of days. It get powered, it get disconnect. And for some reason it lost all the uh uh uh uh uh uh uh configurations. So I reset it and I try to do it again right now. And it ask me for a 5G network password. And I don't have a 5G, only one password. It's a Spectrum modem and it only one username and one password. There is no 5G and no 2.4G. I have the serial number.
01:00
Speaker 2
Okay. All right. So right now you're trying to re-set up or reconfigure your Linksys device. By the way, sir, before we proceed, can I have the model number and the serial number?
01:00
Speaker 1
Yes. 1-7-X-Ray-2-0-Mike-1-8-Bravo-0-0-9-2-3. Correct. Correct. My name is Michael.
02:00
Speaker 2
OK, can you have it, please? All right, so it's one seven X for X-ray, two zero M for Mary, one eight B as in Boy, zero zero nine two three, correct? OK, let me just check it. So you have an R E six three hundred. OK. All right, let me just create a record, sir. So, can I have your name, please? Michael, OK. And your last name? How do you spell it? OK. OK. Can I also have your email address please? Sorry, I wasn't able to get that. Can you have it again? V - E - N - I - C - E Okay. All right. All right, and who is your internet provider sir? Spectrum. OK. All right. Now, we're
02:00
Speaker 1
like what okay
04:00
Speaker 2
You can actually run the setup for your range extender, but do you have the Wi-Fi settings from Spectrum, from your wireless router manufacturer? The network name, as well as the Wi-Fi password for your wireless router. Okay. All right, yeah, because we need that in order for us to have this configured properly, okay? If there's a WPS button on your wireless router, we could probably do that first. If not, then we need to run the setup wizard manually, okay, so we can properly set up the settings of this range extender. Now, based on our system, capital, okay? Your RE6300 is already out of warranty. How long have you been using this device? Yes. So it's out of warranty, sir. And it's no longer covered for free technical support. Okay. However, they can give you two options for that. We do have a website, a support site, wherein you can find our articles on how to reconfigure your Linksys extender. You can also take advantage of our AI tool at the bottom right. Okay. And the second option, sir Michael, is our support, I mean is our pay per ticket service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. And the service is non-refundable. So we would be able to walk you through the process.
04:00
Speaker 1
I understand if this is gonna be technical or anything on the device out of [silence] fronty, but since, as I told you, I don't ask for anything, I'm just I need the guidance. I I'm able to do whatever you want to do from my end. Oh, for
06:00
Speaker 2
To set up this range extender. But you'll have to pay for the service. So, how would you like us to proceed, sir? Uh yes, sir. Uhm But we can only walk you through the process, Sir Michael, if you will pay for the service, since this is already out of warranty. You can try our website first if you want. We do have related articles from our website that is that will show you how to set up this extender. And that is for free. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
06:00
Speaker 1
uh what's what's the website so you said what's the model for my my device eS 300 oh okay
07:00
Speaker 2
Re six to three, 6300.
07:00
Speaker 1
Okay, let me, let me try this. Okay. Thanks Mr.. You too, thank you.
08:00
Speaker 2
Okay, well right. all right, so, you so much for calling link sister, this is at p.u, you do have a great night thank you b.b.
08:00