V2 Rubric Detail — 5e746076-7084-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 10:55
Duration
10m 11s
Contact
Louise Etherington
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00134738
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall48.8% (+12.8)

V2 Grader Summary

The agent made partial progress by acknowledging the issue, initiating a reboot suggestion for error 2298, and scheduling a callback with case documentation. However, no full extender-specific troubleshooting was completed, and remote tools were not leveraged, leaving the issue unresolved. The interaction showed moderate technical and communication competence but fell short of full resolution.

V1 Case Analysis

Customer reports range extender with solid pink LED cannot connect to router. Agent incorrectly advised 5-press pairing and wrong setup URL, failed to collect model number, and recommended return to Amazon. Support case created for callback.

Troubleshooting Steps
  • Incorrectly advised 5-press pairing reset (not supported on extenders)
  • Directed customer to access 192.168.1.1 (wrong URL for extender setup)
  • Suggested power-cycle/reboot of the parent router
Key Observations
  • Agent advised 5-press pairing method, which is not supported on range extenders (adjacent_range_extender_to_mesh.md, universal_5press_models.md).
  • Directed customer to http://192.168.1.1 for extender setup; correct URL is http://extender.linksys.com (adjacent_range_extender_to_mesh.md).
  • Failed to collect the extender model number, which is critical for accurate troubleshooting.
  • Suggested a compatibility issue with ISP (TOOB) without evidence or model verification.
  • No valid troubleshooting path was established; customer was directed to return the device prematurely.
Positive Highlights
  • Polite and empathetic tone throughout the call — [08:00–10:00].
  • Collected full contact details (name, email, phone) and created a support case — [08:00–09:00].
  • Acknowledged the customer's frustration and set expectations for follow-up — [09:00–10:00].
Agent Errors / Gaps
  • Advised 5-press pairing method for a range extender, which is not supported (adjacent_range_extender_to_mesh.md, universal_5press_models.md) — [03:00, 04:00].
  • Directed customer to http://192.168.1.1 for extender setup instead of http://extender.linksys.com — [03:00, 04:00].
  • Did not ask for or verify the extender model number, preventing accurate troubleshooting — [00:00–05:00].
  • Suggested an unsupported compatibility issue between the extender and ISP TOOB without model or firmware verification — [04:00].
  • Failed to provide any correct technical guidance or achieve a functional fix during the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Call ended with no resolution; agent only suggested returning the device and scheduled a callback without completing any effective troubleshooting.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent acknowledged customer's prior attempts and suggested rebooting the parent node for error 2298, which is a documented workaround in some cases, but did not initiate full extender-specific troubleshooting (e.g., extender.linksys.com, connecting to extender's Wi-Fi).
R3 Partially Met Correct resolution path conf 90%
Agent recognized the device was out of return period and offered best-effort debugging rather than outright refusal, aligning with OOW expectations, though the path lacked model-specific depth.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified the symptom (extender not connecting, pink/purple light) and asked about ISP and prior steps, but failed to ask for model number or confirm extender-specific details like back-panel LEDs or setup method.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent suggested a reboot to resolve error 2298, which is a valid local troubleshooting step; however, no tools (remote access, admin UI verification) were used due to access issues, and the agent did not guide the customer to try extender.linksys.com as an alternative.
T3 Partially Met No misinformation conf 84%
Agent correctly associated solid purple/pink light with setup-ready state (per LED guides) and suggested rebooting for error 2298, a plausible workaround; speculation about ISP software compatibility was unsupported but did not override the troubleshooting path.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent greeted the customer, acknowledged frustration indirectly, set up a callback, and maintained call control despite interruptions, though the troubleshooting plan was not clearly structured.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple language and repeated key steps; while pronoun use was inconsistent, the core instructions were accessible, and the customer confirmed understanding of email and callback logistics.
Customer Ownership
O1 Met Ownership & empathy conf 91%
Agent took ownership by collecting contact info, creating a case, and committing to continue support on callback, avoiding transfer or disengagement despite complexity.
O2 Partially Met Proactive follow-through conf 88%
Agent established next steps (callback, email confirmation) and set expectation for follow-up, though no specific timeline was given for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted at this stage—agent was continuing best-effort troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent did not explicitly express empathy, but remained patient and solution-focused despite customer’s frustration and interruptions, maintaining professionalism.
X2 Partially Met Tone & rapport conf 83%
Agent adapted pacing to customer’s pauses and repeated information clearly; while tone was procedural, it matched the customer’s technical level and kept them engaged through logistics.
X3 Partially Met Overall experience conf 87%
Agent reduced future effort by capturing case details (email, phone, serial) to avoid repetition on callback, though initial data collection required some redundancy.
Call Transcript15 turns · 18 lines
Speaker 1
Oh hi, y'all. So I purchased a, um, uh, like a Wi-Fi booster, um, from Amazon. And actually, frustratingly, the, uh, return period ended like three days ago. But the, um, the booster, it's basically just not connecting to the router anymore. Um, I've tried your--and we've tried a high number of things to get it working, but it just won't come off--it won't--um, just--it won't connect to the, um, router at all. Um, and I've tried all the troubleshooting as well. [silence] And the other boosters all work okay. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you so much for calling Linksys. This is Jessica, can I help you? the three different online service provider.Who is your internet service provider?
00:00
Speaker 1
It's tube. T-O-O-B. At one. Yeah, I know. I've got other ones that two have provided me. And the other one, the tube provide me. That's fine. That's connect again. Okay. So it's not the road tour. Well, I've tried, via the link see's app, I've tried using the WPS button, tried using the five click reset as well. So I've done all that with your with your online help. I can, actually, I can read you what what the other things that they said that, so they just sent the, oh, and they try to re do it.
02:00
Speaker 2
all right okay at the service in the middle of basically nothing more reaction the train please wait
02:00
Speaker 1
what sorry so like a pink pinkish sort of just solid light at the moment and if I reset it it goes blue and then it starts flashing blue and then it just goes back to the pink and then I've tried to set it um so this is so basically what the online help has said oh so we've tried factory reset the 5-press pairing method multiple pairing attempts power cycles and the light still stays on the pink and we've also tried to um go online and do the where you put the 198 um address 198,168,1,1 address in um and it's coming up with an error 2298 so can't even can't do anything on there either so we've tried all of those things already [silence] Hey, Can't access that That was the last thing we tried, Yeah He specifically said he was fine for that Which is very frustrating
03:00
Speaker 2
It it seems like. try multiple multiple things things already. [silence] Uh multiple troubleshooting. [silence] all the basic one and it's not uh try. [silence] but you haven't tried to add the node using the uh by accessing the one into the one six eight one one one, right? [silence] because you cannot access it the first time, right? [silence] Okay, we will try that ma'am, but um just to set your expectation based on the serial number that you provided me, it shows that this device um the model is um specifically uh from FibreMe uh Internet Service provider, so there could be some compatibility issue uh with the one that was provided by two. [silence] Okay, because of the software, compatibility issue of the software. [silence] yep. [silence] and um and technically what technically yeah and technically the
04:00
Speaker 1
Yeah, I can't now. It's two days after it's two days after the return period, they just stopped working. So it lasted basically 30 days. Yeah, so the return period ended on the 22nd of June. Um, so, oh yeah, four days, three days. Yeah. Yep. Yes. Yep.
05:00
Speaker 2
The best option that we can recommend is to return the device to Amazon. But if you'd like to still try, do you just purchase, do you purchase this last month? Okay, we could, we will just, okay, we will just try to configure this one by accessing the router settings and then, if it's not gonna work, then we will try other things.
05:00
Speaker 1
try to access those settings on my laptop and also my phone. It wouldn't work. Um error says 2298. Error 2298. Um yeah, my can't I can't turn off the wi-fi though. I can't I can't I can't completely restart my router. So I've done all that. That means we'll lose wi-fi connection, won't it? Yeah, well yeah, but everyone's working from home. So it should right. I'm going to have to check Cuz everyone's working from home. That's all So I can't
06:00
Speaker 2
Okay, all right. All right, we'll use your laptop, sir. You- what's the error? Okay, let's try to reboot the parent node. Unplug and then- re-plug right away. That is one because- rebooting the router, it's one of our work arounds to fix the 2298 error. Yeah, temporarily. But the router will we boot, the router will reboot after 2 to 3 minutes. You will still regain access.
06:00
Speaker 1
that's why we've done what that that's the whole that's why i did all that, reset reset everything last night rebooted the boolean everything. And this is one node still isn't working. I'm just going to have to check because I might have to call back at a another time Hold on. Sorry, two seconds. Uh, um, I'm trying to via what this but they want me to reboot the router. So it be so it'll go off like two or three minutes. Is it bear for a video back when you're in lunch? What time is that? Sorry, don't know what time it is now la. Because if I call back at that time, then I can. Okay. Yeah, sorry, I can't I can't reboot the i can't reboot the router now. So I have to maybe frame back in an hour. to set it. Because I can't I can't turn a Wi-Fi on now. Um and because people are working. Yeah that'd be brilliant yeah. So my email address is L O U E 2 3 1 1 at gmail.com. L O U E, yeah. That's correct. Louise Etherington Etherington. I S E E T H E R
07:00
Speaker 2
Senate, ma'am, we can just proceed later. I can provide me your full name and your email address so I can create a case. Next time you will call back, there's no need to repeat all of it.Okay so that's gonna be l o u e. Right? Okay uh two three one one at gmail.com. How about your full name? So l o u i e uh okay and your last name? A T H
08:00
Speaker 1
Eth er in-g-pon, yeah, that's correct. That's correct. Yeah. Brilliant. Yes. Okay, brilliant, lovely that, yeah. Nice, okay.
09:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Maramang Tamang Ton. Okay. Story next. Like, your phone number is 0772048535. Correct? Cool. So, just provide that phone number, ma'am, whenever you call us back so we can proceed with the debugging. And, um, ma'am, while waiting or before you will call us, I mean, you call us back, you can try to call Amazon to look for ' to ask for any, um, other option that you can do if in case that this will not really work. Because, um, just in such an expectation, ma'am, we cannot provide you, um, replacement for this. Um, we can just try to, um, provide debugging.
09:00
Speaker 1
OK, that's no problem, thank you. Thanks for all your help. Thank you very much, thanks. Bye. Bye
10:00