V2 Rubric Detail — 60a76178-7bb9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 17:12
Duration
9m 53s
Contact
Cray
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136560
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall31.7% (-4.3)

V2 Grader Summary

The agent correctly identified the VLP01 as end-of-life but failed to provide any best-effort troubleshooting for the SSID visibility issue, took no ownership of the problem, and showed no empathy for the customer's frustration. The interaction resulted in no resolution, with the customer directed only to self-help after minimal engagement, meeting the criteria for an Unresolved outcome.

V1 Case Analysis

Customer reports Wi-Fi network from VLP01 range extender not visible on devices despite solid blue LED. Agent incorrectly stated device is end-of-life and unsupported, offered self-help email. No troubleshooting performed.

Troubleshooting Steps
  • Confirmed extender LED solid blue (online status).
  • Verified only one router/modem in the network.
Key Observations
  • Agent incorrectly claimed the VLP01 is end-of-life and unsupported, contradicting KB guidance for range extenders.
  • No troubleshooting steps were performed despite a clear Wi-Fi connectivity issue.
  • Agent did not guide the customer to the extender's web interface (http://myrangeextender.local) for configuration checks.
  • Customer's frustration was not acknowledged, and the call was closed prematurely without validation.
Positive Highlights
  • Accurately collected model (VLP01) and serial number (26D10607906015).
  • Confirmed extender LED status (solid blue) to verify online status.
Agent Errors / Gaps
  • Incorrectly stated the VLP01 is end-of-life and unsupported, contradicting KB guidance (universal_connecting_devices.md).
  • Failed to perform standard Wi-Fi troubleshooting steps (e.g., power cycle, check SSID broadcast settings, verify extender placement).
  • Did not guide the customer to access http://myrangeextender.local to confirm Wi-Fi settings.
  • Provided no technical validation or resolution path, leaving the issue unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device end-of-life and suggested purchasing a new router without resolving the SSID-not-showing issue.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only asked about light status and node count; no troubleshooting steps (e.g., Wi-Fi settings, SSID visibility, router admin interface) were performed.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent failed to provide best-effort troubleshooting and instead dismissed the issue by recommending a new purchase.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (network not appearing) and confirmed solid blue LED, but asked no further diagnostic questions to isolate cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or direct customer to access router admin interface (http://myrouter.local or http://192.168.1.1) to verify Wi-Fi settings — a basic tool for this issue.
T3 Met No misinformation conf 97%
Agent accurately stated that VLP01 is end-of-life and no longer supported or updated, consistent with Linksys EOL policy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed the interaction initially but lost control by abruptly shifting to product replacement without guiding troubleshooting or managing expectations.
C2 Met Confirmed understanding conf 94%
Agent used plain language and clearly communicated the follow-up email delivery timeframe ('within three to five minutes').
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — declined to troubleshoot, offered no self-help steps during the call, and immediately defaulted to replacement suggestion.
O2 Met Proactive follow-through conf 95%
Agent provided a specific next step: 'expect an email from me within three to five minutes after we end the call' — a realistic timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was not complex enough to require escalation beyond L1.
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 97%
Agent showed no empathy — did not acknowledge customer's frustration over repeated restart attempts or difficulty seeing the network.
X2 Not Met Tone & rapport conf 95%
Agent maintained a transactional tone and did not adapt to customer's emotional state or confusion — continued procedural close despite customer's distress.
X3 Not Met Overall experience conf 96%
Customer had to repeat model and serial number; agent did not use available information to reduce effort or guide through basic checks that could have been done remotely.
Call Transcript11 turns · 11 lines
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. [silence]
00:00
Speaker 1
Hi. So I have one of the devices, I have a Linksys connected to my, well it's part of my Wi-Fi. So, everything seems to be online, except that I, it's just not showing up on my phone, it's not showing up on anybody's devices here. Like it says it's online on the router and modem, but it just does not pop up for us on our devices. Yes, exactly. Yes. [silence]
05:00
Speaker 2
Hello. Thank you for calling Linksys technical support. This is Tram. How can I to do it today? All right. Just to confirm, it is the light status is online. However, the network name is not showing on the Wi-Fi list. Is that correct?
05:00
Speaker 1
The serial number for the Linksys is two-six-D 1-0-6-0-7-9-0-6-0-1-5. Oh, model number is VLP zero one Oh spectrum. And I already called them. I called them. They said the they said everything, all the online everything was out of stock.
06:00
Speaker 2
All right. Let me take a look at that one, sir, and let me assist you with this concern. Before we proceed, guide to provide the model number and the serial number of your links, if others. Yes. Got it. Got it. And can you see a model number there, sir? Got it. Thank you so much. Let me see. And may I know is your internet service provider? [silence]
06:00
Speaker 1
[yikes] [silence] [music] on line, ah, but then they sent me to your guys' number. I've restarted both of them, I've restarted both, like three times I've restarted the, both the modem and the router and everything and it's just I I'm not seeing it. What? I'm sorry. Yes. like the little circle is blue. Yes. [music] Hello? Yes.
07:00
Speaker 2
How I mean what troubleshooting have you done so far? Mhm. All right, and the light status of your router, I believe is solid blue. Is that correct? The light status of your router is solid blue. Okay, yes. So it's solid blue. Okay, let me double check here. And how many Nodes do you have? or how many routers do you have? [silence]
07:00
Speaker 1
Just one. Just one router, one modem. Yeah.
08:00
Speaker 2
Let me take a look here. All right. Because based on the record here with regards to this model number that you provided to me and this URL number, this device was already part of our end of life and end of support device. That means that we don't provide technical support for this router anymore and also no updated firmware. So what I can highly suggest to you is to purchase a new router, a latest one and a secured one. And also what I can do here is I could only send you an email on how to troubleshoot it on your own. You may follow the steps or the instructions.
08:00
Speaker 1
Yes please yeah. It's car, so C-A-R, then number two, so car 2-C-R-A-Y. Car 2-Cray @gmail.com. Okay, thank you so much. Have a great day. Bye bye. [silence]
09:00
Speaker 2
yes sir all right do you want me to send the email to you uh can you provide your best email address got it all right so expect an email from me sir within three to five minutes after we end the call all right thank you so much sir and have a good one bye for now
09:00