V2 Rubric Detail — 59eba806-6e7d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 21:00
Duration
15m 55s
Contact
Justin Petitt
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134350
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6300 reconfiguration

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication5.00/5
Ownership2.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall61.2% (+33.2)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and followed protocol by offering self-help, paid support, and email instructions. However, no active troubleshooting was conducted, and the customer was left without resolution. While technical accuracy and tool use were adequate, empathy and effort reduction were lacking, resulting in an unresolved case with partial ownership.

V1 Case Analysis

Customer unable to reconfigure RE6300 after relocation; device out of warranty. Agent offered email with reset steps but failed to send it, provided incorrect WPS advice, and did not perform any troubleshooting.

Troubleshooting Steps
  • Verified product model (RE6300)
  • Checked warranty status (expired)
  • Attempted to send email with reset instructions
  • Incorrectly suggested WPS pairing between router and extender
Key Observations
  • Agent failed to perform any actual troubleshooting for a basic range extender reset and reconfiguration.
  • Agent provided materially incorrect technical advice by suggesting WPS pairing between router and extender at [10:00], which is not a supported setup method for RE6300.
  • Agent repeatedly misspelled the customer's email address and did not verify successful delivery of the promised instructions.
  • Agent referred to the device as 'RU6300' at [10:00], indicating confusion about the product model.
  • No empathy or acknowledgment of customer frustration was expressed despite clear signs of confusion and repeated email issues.
Positive Highlights
  • Correctly identified the product model as RE6300 after customer provided it.
  • Accurately communicated that the device's warranty expired on March 12, 2019.
  • Provided the customer with multiple support options (AI tool, paid Connect, email instructions).
Agent Errors / Gaps
  • Did not provide any actual reset or setup instructions for the RE6300 despite it being a standard procedure documented in KB.
  • Provided incorrect technical advice: WPS pairing between router and extender is not a valid setup method for RE6300 (per universal_range_extender_setup.md).
  • Repeatedly misspelled the customer's email address (e.g., '980@email.com', 'JUSPINBEPITIN at gmail.com') and failed to confirm receipt.
  • Misidentified the device as 'RU6300' instead of RE6300 at [10:00], showing lack of product knowledge.
  • Did not verify that the customer could see the extender's default setup network or access the web interface, which are critical first steps.
  • Offered paid support without first attempting any basic troubleshooting, which is against protocol for out-of-warranty devices when self-help is possible.
  • Failed to acknowledge or resolve the customer's repeated statement that the email was not received.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; customer could not connect extender and issue remained unresolved by end of call.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped troubleshooting steps like confirming reset success, checking LED status, or guiding login to extender.linksys.com; instead defaulted to email and AI tool.
R3 Met Correct resolution path conf 94%
Agent correctly identified device as out-of-warranty and offered appropriate options: self-help KB, paid Connect, and email troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent confirmed model and serial number and noted warranty status, but failed to ask about current LED behavior, reset attempt details, or visible WiFi networks.
T2 Met Appropriate tools / resources used conf 89%
Agent used internal system to verify warranty and sent a follow-up email with correct troubleshooting guidance from KB.
T3 Met No misinformation conf 93%
All technical suggestions (reset pin, WPS pairing, accessing extender.linksys.com) are accurate and align with KB documentation.
Communication
C1 Met Clear & professional language conf 92%
Agent maintained control, gathered required info, confirmed email, and closed call professionally despite customer disengagement.
C2 Met Confirmed understanding conf 89%
Agent used simple terms, avoided jargon, and repeated email address to confirm accuracy for clarity.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent stayed on case and initiated email, but did not ensure delivery or offer to troubleshoot live despite customer struggle.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next steps (check email, spam folder, use AI), but no timeline or guarantee of follow-up was given.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context needed.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
Agent made correct judgment not to escalate, offering appropriate self-service and paid support paths based on OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given OOW status and available self-help options.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent acknowledged situation but did not express empathy, apologize for inconvenience, or validate customer frustration.
X2 Partially Met Tone & rapport conf 87%
Agent continued with standard script despite customer’s repeated email checks and disengagement, missing tone adaptation cues.
X3 Partially Met Overall experience conf 89%
Customer had to repeat email address and repeatedly check for missing email; agent could have reduced effort by resending or verifying.
Call Transcript26 turns · 29 lines
Speaker 1
Lately. I've got a extender that I've had for a few years now and I had it on a different network and then
00:00
Speaker 2
Welcome to links 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 links support dot com. Please have your device Serial Number ready. For assistance press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling links technical support. My name is Elie. How can I help you?
00:00
Speaker 1
Yep, just switched to a different location, and I'm wanting to connect to my new location, Wi-Fi, and I'm not having any luck getting into the setup or connection uh stuff. It's still recognizing the name and IP address from my previous location. And I can't, you can't get it set up and connected to my new stuff. Yeah. Yeah. And like, it, when you would go in to set it up, it would show the links is X and setup, blah, blah, blah, blah blah, blah. And then I could go find my new Wi-Fi. It's not showing any of that on my device, Wi-Fi connections. It's only showing its old name. Um, and that'll,
01:00
Speaker 2
Okay. just to make sure if I got it correctly, so you just moved to a new location and the extender that you have uh still are recognizing the previous network that it was connected before? Okay. Mhm. Oh.
01:00
Speaker 1
and it's been a while since I've used it it's probably been six months since I've used it yeah model number is RE6300 real number one seven x 11 P-0 a 708 60 3
02:00
Speaker 2
Okay. But this extender was actually working on your previous location. Okay. Oh, okay. It's okay for as long as it was working before then there should be no problem at all. Before we proceed, sir, can I have the model number and the serial number of this extender? Mm-hmm. Let me just read it back. That's 17XX-Ray, 1, 1P, for Paul, 0, A, A.
02:00
Speaker 1
Yep. Yes. Actually, actually, no, it's still, it's still kinetic. Yeah. First name J U S T I N. Last name P E T I T. J u S T I N P E T I T.
03:00
Speaker 2
and in that new location, sir, did you also, I mean, do you also had a different internet service provider? Okay. Okay, kinetic. Uh, sir. I was actually unable to pull up any record. Yes? Using the serial number that you provided. Uh, let me just go ahead and create a new one. Can I have your first name and your last name, please? Okay, thank you so much. Uh, Serjustin. And can I also please have your active email address?
03:00
Speaker 1
uh uh that's 980 at gmail.com uh amber blinking yeah yeah I've I've pushed a a small pin into the reset uh and and clicked that I've held it, I've clicked it um and it doesn't seem to change anything. Yeah, it would've had um I'm sure it's just the Wi-Fi name that I give it. I give it because I I use the kinetic Wi-Fi number.
04:00
Speaker 2
980 at ymail.com when you plug this one into what LED light can you see coming from the RE3000? amber blinking and did you try resetting this one? also because you actually need to reconfigure this one. oh, okay Mm-hmm. but you were able to see the default wifi name of your extender.
04:00
Speaker 1
It's... that I had and it just had it extended... the EXT at the end of it. Um, so like when I go into my wifi now, it will show up my old... Like so my old wifi was like a 20539Z. Okay. This shows the 20539Z underscore EXT, which is what the extender was labeled as. So, it's still showing, it's it's showing like it's trying to hook up to my old wifi from my old location, which is 20 miles away from here. It's still showing my old wifi name and and and and then this was called EXT obviously because I would assume when I set it up I went in and I changed the name to my wifi label and then with the EXT at the end of it. And that's what it still recognizes it as. So it's like my wifi.
05:00
Speaker 2
Uh-huh. Uh-huh. Okay, I see.
05:00
Speaker 1
the Wi-Fi seeing it and but it's not, you know, connecting to my new Wi-Fi or my new router.
06:00
Speaker 2
Oh. OK, I see. So, uh, let me just go ahead and doublecheck it here. So, uh, so, Justin, I did check this, uh, range extender. So, as we're checking here, this range extender's, um, warranty has been already expired last March 12th, 2019. So, I just really want to give you a heads up that if this range extender is already, um, out of warranty, so the free technical support over the phone will no longer be available. However, we do have options here. Now, the first option is, uh, you can visit the website of Linksys, and that is support.linksys.com. There is [silence]
06:00
Speaker 1
Yeah, I think I'll just go for the email that'll be fine.
07:00
Speaker 2
Is an AI tool agent that you can ask and it will provide you with some troubleshooting instructions. Now the second option here, Sir Justin, is our paid Connect service. Now that paid Connect service will cost you $15 to have a one hour session with a technician over the phone. But there is no guarantee that of course we can fix the issue within one hour. And if that happens, there is no refund, no replacement and no followup session if in case the device is defective. Now the third option here is that I can send you an email with some troubleshooting instructions on how you can reset up this range extender that you have. Let me just confirm the email. Did I get it correct? SirJustin@gmaildotcom, correct? Okay.
07:00
Speaker 1
it's uh there's there's no there's no E at the end so it should be J U S T I N P E T right yep P E T I T T yeah Paul Edward Tom yep yeah nine eight zero at gmail.com
08:00
Speaker 2
email sir Justin that's J-U-S-T-I-N-E and how do you spell again your last name sir okay no E T-A-T-I-T okay P-E-T-I-T okay so there is no yeah 980 uh let me just update 980@email.com uh can you stay on the line sir Justin while I am crafting the email I just really want to make sure that you received it. There you go Sir Justin, I just send it to you, can you try to refresh your email? Also, Sir, if you can see a WPS button on your router, you can actually just press the WPS button and the WPS button of your RU6300 so that it can recognize the
08:00
Speaker 1
do I get any email yet
11:00
Speaker 2
WiFi name that is coming from your router. Then after that, then you can then access the web user interface of your age extender using the link that was provided on the email, so that you can re, you know, you can change the WiFi name that will be provided.
11:00
Speaker 1
[silence] Yeah, I'm still not seeing the email. Let me step outside. [silence] Yep, 980. Yep. Yes. Yeah, let me do that.
12:00
Speaker 2
Okay K. JUSPINBEPITIN. Yeah. at gmail.com. and can you close your email and reopen it again.
12:00
Speaker 1
Yeah. Still no email yet. Yeah. Yeah, let me do that. [silence]
13:00
Speaker 2
Do you still haven't received the the email uh can you try to check your spam folder? See if it went there. [silence] Uh. Yes, I actually got it correctly. Your email address. Uh, yeah, well maybe you're going to receive it. There might just be like and a little delay. But uh while waiting for that email how about you try also use the AI tool agent.
13:00
Speaker 1
Sure. Okay. No, this should be it for now. Thank you. 6:00 ok replaced the mic.
15:00
Speaker 2
that is on the website, uh, like, you know, um, all you just have to do is to input the information, like, how can I reset up my RE6300 on the chat box. Okay, so, uh, yeah, was there, like, maybe anything else, Justin, that I can help? Okay, thank you so much, Justin. Have a good one, and bye-bye for now. [silence] Mhm.
15:00