V2 Rubric Detail — 61e3d7d6-798b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 22:38
Duration
38m 4s
Contact
Amy Evans
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#GI00136095
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MIS_Wants to Setup a TP-Link Device

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication2.50/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall44.1% (-21.9)

V2 Grader Summary

The agent correctly identified the RE605X as a TP-Link device and accurately informed the customer that it was outside the scope of Linksys support. While technically accurate (T3), the agent failed to perform any diagnostic troubleshooting (T1) or demonstrate ownership of the customer's connectivity crisis, leaving the issue unresolved.

V1 Case Analysis

Customer called about TP-Link RE605X extender setup with no internet. Agent confirmed device is third-party, out of Linksys scope, and referred to TP-Link support via tplink.com with mobile data suggestion.

Troubleshooting Steps
  • Collected customer name and email address.
  • Asked for and recorded the extender's model number (RE605X) and serial number (Y25B26701294).
  • Verified the device is a third-party TP-Link product and not supported by Linksys.
  • Explained that the Linksys app cannot be used for non-Linksys devices.
Key Observations
  • Agent accurately identified the TP-Link RE605X as a third-party device and correctly stated that Linksys cannot support it — this aligns with KB policy on non-Linksys hardware.
  • Agent provided the correct support URL (tplink.com) and practical advice to use mobile data, which is a valid self-help path.
  • Agent repeatedly used filler acknowledgments ('uh huh', 'sharp') which degraded communication clarity and professionalism.
  • Despite customer frustration and emotional distress (e.g., 'I need internet so I can actually go to work', 'Good God, how do I do-'), the agent failed to acknowledge or empathize with the customer's state at any point.
  • Agent initially asked for the serial number of a Linksys VLP01 device, which was irrelevant to the customer's issue, causing minor confusion.
Positive Highlights
  • Correctly identified the TP-Link RE605X as a third-party device outside Linksys support scope.
  • Provided accurate next-step guidance: contact TP-Link support via tplink.com.
  • Collected necessary customer information (name, email) and device details (model, serial) for case documentation.
  • Advised customer to use mobile data to access TP-Link’s support site, a practical workaround given lack of internet.
  • Maintained factual accuracy throughout — did not misrepresent capabilities of Linksys app or offer incorrect setup steps.
Agent Errors / Gaps
  • Failed to acknowledge customer frustration or offer any empathetic statement despite clear emotional distress.
  • Used excessive filler acknowledgments ('uh huh', 'sharp') which disrupted flow and appeared disengaged.
  • Initially asked for the serial number of a different device (VLP01) which was not relevant to the issue, causing minor confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent stated the device is out of scope and referred to TP-Link without resolving the customer's lack of internet or setup path; no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were taken for the core issue (no internet); agent immediately declared the device out of scope without diagnosing connectivity or setup barriers.
R3 Met Correct resolution path conf 94%
Agent correctly identified RE605X as a TP-Link device and appropriately declined support, directing to tplink.com — valid path given product ownership.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms beyond 'no internet' or ask diagnostic questions (e.g., modem status, device placement, prior setup attempts).
T2 Met Appropriate tools / resources used conf 92%
Agent used internal system to verify model/serial number ('let me check it in the system'), confirming device brand — appropriate tool use for scope determination.
T3 Met No misinformation conf 97%
All technical statements (RE605X is TP-Link, app only for Linksys, refer to tplink.com) are factually accurate and consistent with KB logic regarding third-party hardware.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent attempted to set expectations ('this is outside our scope') but used excessive filler ('uh-huh') and failed to fully control the call or guide next steps clearly.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but failed to adapt to customer’s escalating frustration with empathy or comprehension checks; communication remained transactional.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaimed responsibility immediately ('cannot assist you') without attempting any workaround or ownership of the customer’s connectivity crisis.
O2 Partially Met Proactive follow-through conf 88%
Agent provided a next step (contact TP-Link) but offered no timeline, follow-up, or support continuity; customer left with self-serve only.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; first interaction with no handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Correct decision not to escalate — issue involved third-party hardware outside Linksys support scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted — issue was correctly identified as out of scope.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized ('I apologize') and remained polite, but failed to acknowledge customer’s work urgency or emotional distress specifically.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a calm tone but did not adjust pace or engagement level to match customer’s agitation; missed opportunities to de-escalate.
X3 Not Met Overall experience conf 93%
Customer had to self-diagnose device brand and lacked internet to access TP-Link support; agent increased effort by offering no alternative access method.
Call Transcript18 turns · 26 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
That's annoying. no [silence] Bye. [silence] And I just going to light to my creation. You think it will be that easy. I need internet so I can actually go to work. I don't, if I don't internet, I am [silence] Oh, it's not. Mm. Great. Mm. I don't know what the hell. get your ass down from there do not do that no stop it you can't find a fucking router got the box using the way the steps keep your phone near the router make sure it is the wrong lane solid how can i [silence] [silence] [silence] Oh God Okay it's going in and out Well have you given him the well you forgot faces I already have you Alright. point used to add it to a known network is absolutely necessary. This sucks. [silence] Hey, up you awesome stuff. Thank you. Hello. Oh yes. Hi. Yes Ma'am. Yes please be my hero on this. I had an old Linksys tower and I just bought a new one. So on my app, it says, do you want to set up a new one? And it's a TP extender TP Links extended. Yeah extender. And can I do that on this app? Because I have no Internet.
06:00
Speaker 2
Thank you for calling techni... hello, thank you for calling listed technical support. My name is Donna. How may I help you today? Uh-oh. Mm-hm. Mm-hm. Mm-hm. So you also have, I see. Now, let me check your expectation.
29:00
Speaker 1
Amy Evans E as in elephant Amy EVE.E as in eternal EVANS EVANS, nine 580 at gmail.com E in the front of it, E as an elephant., Amy A Uh-huh, nine 580, uh-huh, E.
31:00
Speaker 2
Amy Aden. That's S. Okay. I have it. great. Um, okay. I, I'll, ah, can we, you also have your email address for future reference? uh, amy9580@gmail.com. So it's Amy 95 80 at gmail.com, right?
31:00
Speaker 1
Yes. My new one, correct? Give me a minute because it is small. The model is RE 605 X RE as in elephant, the number six zero five X. On my older one. Yeah, so
32:00
Speaker 2
All right, thank you so much, Amy. We also have the model number and the serial number of the product. You can find that on the label. Yeah, you can find that on the label underneath the device. Oh, okay. RE605X. Okay. Upon checking, this device is a TP-link brand. Can you also provide me the model number of the Linksys product? Yeah, it's the Linksys product.
32:00
Speaker 1
VLPo 1, where? Where is that? You said it again? Oh, I get it. I get it. I get it. Um, my god, they write it so small 2 6 D 1 0 6 0 7 8 2, 3 2 3 1. 3 1.
33:00
Speaker 2
Uh, RLP OH1, okay. All right, may I also have this URL number? You can find it on the label underneath the device. Yeah, Mm-hmm, you can find it underneath the device, right? Okay, 216... Okay, so 21060782321, is that right? Okay, let me check it in the system. [silence]
33:00
Speaker 1
So 26D as in David, 10607823231. I don't have that hooked up. I have the newer one hooked up. The newer one is I haven't given that information to you. Oh, is it SN? Is that the serial number? For the new one? For the new one it's Y25B26701294. The model number is RE.
34:00
Speaker 2
mhm.
34:00
Speaker 1
four hundred and 605 X. I don't know what that is because I I don't have internet. So I'm trying to contact some help here. I need help. I don't have internet. No, I ha that's what I'm calling you. Can I get it through this link? Can I do it on this app? because it says if you want to set up a new, if you want to set up a new mesh you can. [silence]
35:00
Speaker 2
I see. So, let me set your expectations - that RE065x is outside of our scope of support because it is a third party model. So, we cannot assist you in setting up this device. However, you can contact TP-Link for support, okay? Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. You can contact TP-Link at tplink.com. Sharp. Uh huh. Sharp. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. All right. So, since you don't have internet connection, do you have a modem right now?
35:00
Speaker 1
Yeah. If there's a Linc device. Yeah, gotcha. So how do I do this? Because I need help. Good God, how do I do- I can't do that. The box doesn't say anything. No nothing. and nothing. If I don't have the internet, I can't call or I can't access anything.
36:00
Speaker 2
We can actually set up a new mesh system. However, that Linksys app is only applicable for Linksys devices. It is not applicable with TP-Link. No, RE605 is not a Linksys device. It is a TP-Link device. TP-Link is different from Linksys. Yeah. Okay. So, if you need help in setting up your TP-Link device, you need to contact TP-Link support. Yeah. You can also check the box. You can also check the box if there's a phone number, or you can visit their support site and check the phone number listed in their support site.
36:00
Speaker 1
I don't know. It's on Wi-Fi TP Link extender. I don't know why it's not it's unsecured network but I don't like it. Right. Right. I know. I just don't know how to do it. Right, thank you so.
37:00
Speaker 2
Do you have a data connection in your phone? You can also connect your phone to a data network, so you can visit the TPLINK web site. This is not a LinkedIn device. It means that the TPLINK device is not yet set up. You need to set it up and then connect it to an existing network. You need to connect it to an existing network. It is not a stand-alone device. Yeah. For that, I apologize. Since it is not a LinkedIn product, I have limited support for it. What I can recommend is to contact TP-Link.com. [ silence ]
37:00
Speaker 1
much.
38:00