V2 Rubric Detail — 54b818ee-7a42-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:27
Duration
11m 13s
Contact
Scott Abramo
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#EOS00136250
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6400_device reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall69.0% (+12.9)

V2 Grader Summary

The agent correctly identified the RE6400 as end-of-support and provided a valid self-help path via email, demonstrating ownership and appropriate resolution strategy. However, no confirmation of success was achieved, troubleshooting was incomplete, and empathy was limited, resulting in an unresolved outcome despite reasonable handling of constraints.

V1 Case Analysis

Customer unable to reconnect RE6400 extender after power outage. Agent collected serial and email, noted end‑of‑support status, sent step‑by‑step web‑setup instructions, and advised a reset.

Troubleshooting Steps
  • Collected serial number and email address
  • Advised power reset of the extender
  • Suggested using the web‑based setup via extender.linksys.com
  • Offered to send step‑by‑step email instructions
Key Observations
  • Agent provided an incorrect URL (extender.thingsys.ys.com) instead of the correct extender.linksys.com.
  • Agent stated the RE6400 is at end of support, limiting phone assistance.
  • Long hold periods (2‑5 minutes) without interim updates.
Positive Highlights
  • Collected necessary device information (model, serial, email).
  • Provided clear reset instructions and explained the expected LED behavior.
  • Offered to email detailed step‑by‑step guidance despite product being out of support.
Agent Errors / Gaps
  • Incorrect URL given for web setup (extender.thingsys.ys.com).
  • Did not verify that the customer actually received or opened the emailed instructions.
  • Failed to obtain a clear confirmation that the issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never confirmed the extender was set up successfully; only offered to email steps and asked customer to verify receipt, but did not validate outcome.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked about LED status and WPS attempts, recommended reset and web-based setup — relevant but incomplete troubleshooting, as no live guidance was provided through the process.
R3 Met Correct resolution path conf 95%
Agent correctly identified RE6400 as end-of-support and provided appropriate path: email with self-help steps instead of phone support, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (WPS failure, amber light) and suggested alternative setup method, but did not fully diagnose root cause (e.g., power outage impact, firmware, or signal issues).
T2 Met Appropriate tools / resources used conf 93%
No advanced tools were needed; agent used case creation and email appropriately for an end-of-support device.
T3 Met No misinformation conf 95%
Technical guidance (reset while plugged in, use web interface) is correct per universal_range_extender_setup.md. The phrase 'extender.thingsys.ys.com' is a clear ASR artifact of 'extender.linksys.com' and is normalized per the ASR Reference.
Communication
C1 Met Clear & professional language conf 91%
Agent set expectations for hold time, explained next steps (email), and maintained control throughout without losing direction.
C2 Partially Met Confirmed understanding conf 87%
Agent used plain language but did not confirm understanding after key steps or adapt tone when customer expressed confusion about phone dependency.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent created a case, stayed on the line, did not transfer, and followed through by sending the email.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next step (check email), asked for confirmation of receipt, and set expectation for follow-up before ending.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history indicated; first-time interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted due to end-of-support status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained polite but did not acknowledge customer’s frustration over power outage or repeated failed attempts — missed empathy opportunity, though not dismissive.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a consistent pace and stayed engaged, but used a scripted tone without adjusting to customer’s confusion about device role or setup dependency.
X3 Met Overall experience conf 90%
Agent collected information once, created a case, and sent detailed instructions via email — minimizing future repetition and effort for the customer.
Call Transcript22 turns · 22 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
I've had it linked up for, and been using it for a couple years, and then we had a severe power outage for about three days, just a couple days ago, and just got the power on yesterday, and uh I'm unable to uh link up my extender to my modem. What do I do? What do you mean of the two extenders? No, I have one extender, but it has a, the the, the, the quick start guide shows two model numbers. So I didn't know if it was. Hold on a second. Let me see what I have here. Um, it's the model RE6400.
01:00
Speaker 2
[silence] I see. can you provide me further the serial number of the two extenders? You have two links extenders, right? Oh, Kay. uh, can I have Sir the serial number? Okay.
01:00
Speaker 1
You want a serial number? 18G 10P 08B 00120 [silence] Optimum S D A B R A M [silence]
02:00
Speaker 2
Yes, sir. I need the serial number. Thank you, sir. Let me just pull the one up here. And who is your internet service provider, sir, for reference? Okay. And let me create a case ticket first here before we move forward with your concerns for documentation purposes. Can I have an email address? [silence]
02:00
Speaker 1
[KEEP_UNCERTAIN] Oh at Comcast at net.com. Scott Abrahamowitz. Yes. Yes. What's that? Well, I've just constantly been trying to install it. Plugging it in and and trying to get it to work. What is what? [silence] Uh [silence] yeah. Okay, well, carry on, then. I'll see if I can get a hold of Tony. Tony Perez. Okay, well, I'll see if I can get a hold of him. On another line, here, have your phone handy, just in case.
03:00
Speaker 2
thank you and first name and last name of the account holder and this is the best call back number sir in case the call get disconnected the one that ends in three one eight seven all right so as for the extender sir, what have you tried so far? what have you tried so far for the extender and what's the LED light for the extender right now uh what's the LED light [silence]
03:00
Speaker 1
Well, when I first plug it in it blinks green and then I'm supposed to wait till it blinks amber and then I hit the WPS button in my modem and then I hit the WPS button on the on the uh extender and um after a while of it flashing green, it goes to flashing amber. It doesn't go to a solid green. I was able to do it when I first bought the unit.
04:00
Speaker 2
at the front, is it blinking green, blinking amber, solid green, solid orange? Hmm, okay, I see. Well, instead, sir, of WPS, because sometimes there are sometimes when you use a WPS setup, it doesn't connect or complete the setup. Probably, that's the reason why the extender is unable to link with your internet service provider's router. But you actually
04:00
Speaker 1
But why do I need... I... But is my extender just for my phone? Okay.
05:00
Speaker 2
we have two options here to set it up. Aside from the WPS, if that one, uh, I I know that you were able to set it up the first time that you purchase it, but as for this one, I believe you have the device for quite a while already, we can try uh we can try another setup using a web browser instead. So, um you have to do a one last reset for this and then set it up sir using extender.linksys.com. So you really need to have your phone so they will be properly associated to each other. So you'll have internet with the extender. So, however, I'll just like to set your exp No, sir, that is just for the setup only. Once you complete the setup of the extender using your phone, then you'll be able to connect other devices.
05:00
Speaker 1
Okay. Okay. Okay. [silence]
06:00
Speaker 2
But yeah, before we proceed with that one, I would just like to set your expectation. The RE6400 on our end shows already the end of support. So we are actually no longer supporting the unit over the phone. What I can do to help you out is that I can send you an email step by step on how you can set it up properly using your phone using a web interface so you can connect it with your internet service provider. I can send it to your email. All right. So let me create a case ticket here first, Sir. I'll put you on hold for like 2 to 3 minutes and then I will send you the email. Let me know if you received the email before we end the call, okay? All right. I'm going to send it to you, Sir. I'll put you on hold for like 3 to 5 minutes. [silence] I'll keep you, wait for your email.
06:00
Speaker 1
Okay. [silence]
07:00
Speaker 2
let me personalize the email first. Stay on the line.
07:00
Speaker 1
[silence] all right.
08:00
Speaker 2
Hi, sir. Thank you so much for staying on the line. So, I have already sent an email to the email address you provided me earlier. Can you double check if you receive it? Hi, . [silence] [silence]
09:00
Speaker 1
Alright. Am I resetting it while it's plugged in or not plugged in?
10:00
Speaker 2
Yes, that's the one, sir. Just follow that one, sir, so just reset, you have to reset again the extender. And then after you reset it, give it like 2 to 3 minutes before you begin with the setup and then just follow the setup process that I provided there. Then you'll be able to link it up to your modem. Yes, you can, sir. You can try the WPS but if still WPS doesn't work, um, you have to just go with the extender.thingsys.ys.com, but you have to reset again the extender. All right. Uh, you have to reset it, sir, while it's plugged in.
10:00
Speaker 1
Okay. Thank you.
11:00
Speaker 2
correct you're welcome sir and you have a great uh you have a good day still okay you take care bye bye
11:00