V2 Rubric Detail — 6262807e-7be6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 22:34
Duration
18m 38s
Contact
Vani Row
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136618
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6300 - reinstallation
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall29.4% (+7.4)

V2 Grader Summary

The agent failed to follow the RE6300 setup KB, provided technically inaccurate information about LED status, and did not resolve the issue or escalate. While showing partial effort in troubleshooting and maintaining engagement, the lack of technical accuracy, incomplete OOW troubleshooting, and no resolution left the customer's issue unresolved.

V1 Case Analysis

Customer unable to get RE6300 extender to connect; LED remains blinking orange. Agent gave multiple incorrect instructions (30-second reset, wrong LED interpretation, no setup URL), failed to verify router existence, and incorrectly declared device out of warranty without verification. No resolution or valid next step provided.

Troubleshooting Steps
  • Instructed customer to press reset button for 30 seconds (incorrect duration).
  • Asked customer to look for 'Linksys Extender Setup' Wi-Fi network.
  • Suggested opening a browser without providing the correct setup URL.
  • Repeatedly asked about router existence without confirming setup prerequisites.
Key Observations
  • Agent provided multiple materially incorrect technical instructions that directly contradict KB guidance.
  • Failed to follow basic support protocol: no case number, no warranty verification, no collection of essential details.
  • Call was inefficient and unstructured, with no clear troubleshooting path and repeated confusion.
  • Agent incorrectly declared the device broken and out of warranty without evidence.
  • No valid next step or escalation path was provided to the customer.
Positive Highlights
  • Agent remained on the line and attempted to engage with the customer despite confusion.
  • Agent asked the customer to check the LED color multiple times, showing some attempt to diagnose.
Agent Errors / Gaps
  • Provided wrong reset instruction: 30 seconds ([06:00]) instead of 10+ seconds until LED turns red (per universal_range_extender_setup.md).
  • Did not provide the correct extender setup URL (http://extender.linksys.com or http://192.168.1.1) when customer explicitly asked what to type ([14:00]).
  • Misinterpreted LED status: blinking orange is the correct ready state for setup (per universal_range_extender_setup.md), but agent treated it as a failure state.
  • Claimed the extender was out of warranty without verification or lookup.
  • Failed to collect essential case information: no case number, no firmware version, no router model or credentials.
  • Did not confirm the existence of a router or obtain WiFi credentials before attempting setup.
  • Suggested the extender was broken when it was likely functioning correctly in setup mode.
  • Did not guide the customer to connect to the extender's default SSID before attempting setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer repeatedly states the extender remains blinking yellow and wants steady yellow; agent never achieves this state or confirms resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent instructed reset and checked for Wi‑Fi names, aligning with initial troubleshooting, but skipped key steps like confirming orange LED or accessing extender.linksys.com per KB.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged device is out of warranty but continued assisting rather than dismissing; however, did not fully apply best‑effort OOW troubleshooting (e.g., full reset and setup steps per KB).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow logical diagnostic sequence: instead of verifying 'blink orange' state and guiding to setup page, made contradictory claims about device being 'broken' and asked if user has a router.
T2 Not Met Appropriate tools / resources used conf 95%
No use of KB, web interface, or diagnostic tools; agent relied solely on verbal prompts without referencing documented setup flow (e.g., extender.linksys.com).
T3 Not Met No misinformation conf 97%
Agent stated 'Blinking yellow means there is a traffic or some connection to it,' which is inaccurate per KB: for RE series, blinking orange/amber means 'ready for setup.'
Communication
C1 Partially Met Clear & professional language conf 87%
Agent attempted to guide with prompts but lost control due to long silences, abrupt shifts, and failure to frame interaction clearly.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language but confused customer with 'What do you call a browser?' and failed to confirm understanding after key steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on case and attempted to help, but suggested replacement he could not provide and did not fully own resolution path.
O2 Partially Met Proactive follow-through conf 84%
Agent gave some next steps (reset, check Wi‑Fi) but no clear timeline or follow‑up plan; steps were incomplete per KB.
O3 Not Applicable Closure confirmation conf 99%
No prior case history evident; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Agent failed to escalate despite being unable to resolve; warranted escalation not initiated after troubleshooting stalled.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent did not express empathy explicitly but remained polite and continued trying to help despite confusion.
X2 Partially Met Tone & rapport conf 82%
Agent maintained engagement and repeated instructions, though tone lacked adaptation to customer’s growing frustration.
X3 Partially Met Overall experience conf 81%
Customer repeated information, but agent avoided unnecessary holds and attempted to guide through steps, reducing some effort.
Call Transcript26 turns · 29 lines
Speaker 1
welcome to Mixed Support for everything and To ensure and care for your needs. [silence] Verona Marina L right. 1 83 at icloud.com.
00:00
Speaker 2
Welcome to [Dutch electronics company] 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.dutch-e-electronics.com for more information about your product. Thank you for calling [Dutch electronics company] my name is Nathan with an "a". NOA who am I speaking to? Werena. First person calling [Dutch electronics company] with a "t" Werena. Let me create a case ticket for you. Can you give me your full name and email address? Can you? Can you repeat one more time?
00:00
Speaker 1
Hello. Marland 8183 at iCloud.ca. M-A-R-Y-L-A-N-D-hat. mnmy8d. Mhm. What's your full name? Vani Rome. I'm M-M-M. I would like some information, I need some assistance in setting up this Wi-Fi. I plug it out and I can't get it back to be on the steady yellow. Can you give me the model of your... What's the what? Model, or the one? What's the what, what's the, it's Linksgky. R-E-6300. [silence] Yes. R-E-6, 300. Yeah.
01:00
Speaker 2
it's 5 5 9 in the We're going to be here. eight one eight three at I could 5 9 7 1 what's your phone name and Verona and tell me what to do to tell me the model of your router model of your router. What? It's an extender, right? Do you have a router? You have a router? Do you have the router? Did you know the password to the router? No, no. Don't give it away. Do you know that the extender needs a router to work, right? Okay. RE7000 is an extender. It will work only if you have a router. You have a router? Can you read the serial number of your extender? [silence] You go to google, Google. All right. I mean like the website for the manufacturer of this. That's the best way to figure out what's going on. [silence]
01:00
Speaker 1
Serial number one one, one one, Claus Paul, 0699 one seven three zero nine. what is upon us, delight? It's all on. It's
03:00
Speaker 2
Stand by, let me find a solution. Can we, what is the color of the light on your extender?
03:00
Speaker 1
Hold on. Jesus. Okay, it's a blinking yellow light. Yeah. I know that. No, no, no, I don't want you to replace it. Just tell me what to do to make it stand on an arm.
04:00
Speaker 2
All right. Right. just to set an expectation. Your router is. red. Your extender is. out. out of warranty. I cannot replace. this if it is.
04:00
Speaker 1
Let it stay on steady. Hmm. Hmm. Hmm. Yeah. Can you check if you can see the WäFi? Yeah, the links, GE or what's up, I don't know what to set up. Hmm? No, I see links say C-003955GHD and I see links 003
05:00
Speaker 2
I will help you okay, allow me Okay, allow me to continue. I will help you set up the extI will allow you to set up the extender. Just in case this is a hardware issue, I will let replace it. Clear? Do you have a phone? Can you check if you can see the Linksys, the Linksys extender setup on the Wi Fi? Look for that one. There is a Wi Fi name called Linksys extender setup. Can you check if you can find that one?
05:00
Speaker 1
Yeah, hold on. Yeah, press the reset button. I did. blinking yellow. Yeah, I think it's now coming orange.
06:00
Speaker 2
Can you press the reset button on? Can you connect to those listed? Hold it for 30 seconds. [silence] Now tell me what is the color of the light? Wait until it becomes solid orange. tell me the color now. Can you check in your phone if you can see the Wi Fi name, Linksys extender setup? What else? Check again if you can see the Linksys extender set up. That's not your extender that's the different one your extender when you pack the... Okay. Is it from your neighbor or? All right. Can you turn off the Wi-Fi on your phone? Wait six seconds and turn it back on?
06:00
Speaker 1
Hold on. Turning off my wi-fi. wait. wait. that's better. Wi-Fi setup. okay. Wi-Fi setup. okay. [silence] blinking orange light. my Wi-Fi name is yes. it's my Wi-Fi name.
09:00
Speaker 2
Turn it on. Turn it on. Check again if we can see the Wi Fi name link the set up extender. Can still see your old Wi-Fi name? Silence the Wi-Fi.
09:00
Speaker 1
It was working. You need to send some signal from where you are to make it steady yellow. Yeah. Yep. No, it's not going to be there. It's there. [silence]
10:00
Speaker 2
It's broken already. Your router is already broken. This is not working anymore. This extender is not working anymore. It's broken. Again. Hello. When you do, when you do factory reset, the one I did a while ago, it will erase all the previous connection. And then, after that, it will change the old Wi-Fi name from linksys, whatever, the old name one. It will go and change it to linksys extender setup. That is the Wi-Fi name of your extender. If you don't see it, it means, meaning, it is not working. If you Factory reset it
10:00
Speaker 1
Set the setup. I don't see it. connect. Okay. Um, yeah, I can see my Wi-fi name. It's there somewhere. Yes, my beside Wi-Fi. My Wi-Fi name is there. The Wi-Fi name is there. My Wi-Fi name for the house is here, but it's for. Can you connect to that Wi-Fi? Yes, I I connected already. It's connected to my Wi-Fi. Yeah, it's connected to it. We have internet.
11:00
Speaker 2
extender setup, Okay. can you try to connect to your old Wi-Fi name? the one that you can see? And then, can you connect? can you connect to that Wi-Fi name? I connected to that one. And then, Do you have Internet?
11:00
Speaker 1
yeah I got internet I have internet but it's if it's on the steady yellow I get a better service huh? unplug it yeah yeah hold on no I'm not seeing depth no I'm not seeing it now I'm not seeing it now [silence]
12:00
Speaker 2
All right, it's re-kinged then. Can you unplug the extender? Undoggled. Can you unplug the extender? Can you check again if you can still see your extender or your Wi-Fi? If you plug it back again, tell me.
12:00
Speaker 1
Yeah, hold on. I do things like this, man. Yeah, I see it now when it's strong. But the light keep, but the light keep blinking yellow. It's supposed to be on a steady yellow light. I know they used to have me plug in the, they used to have me press here, press there. And it would stay on steady yellow. It's not staying on steady yellow. Okay, so here it is. Link extender settler. I just saw it. So should I click on it?
13:00
Speaker 2
Can you connect? Blinking yellow means there is a traffic or some connection to it. it has not to what to be solid or like it is all
13:00
Speaker 1
Yeah, here it goes. I see Lynch Extender setup 4B9. It's blinking orange now. Connect that one. Yeah, I did. Unable to join. Open the browser. It's unable to join. What do you call a browser? Chelsea, come here. What do you call a browser? I said open up Safari Chrome or do you open up Safari Chrome? Yeah, I said Safari Chrome. Seconds. Okay. Hello. Uh, what do I? Um, what do I type in to the search bar? The text is not clear. Take the note on SMTP DLI Noshield. Hello? Hello? Hello? Uh, what do I? Um, what do I type in to the search bar? The text is not clear. Take the note on SMTP DLI Noshield. .
14:00
Speaker 2
Go ahead and connect. Connect the account. Now open a browser for me. I'm able to join. A browser is Safari. Chrome. Can you connect first before you're going to do that one? Make sure you are connected. Uh, links is set up. Yes and Kelsey can you help me? Can you make sure you can connect. We have our
14:00
Speaker 1
What'd you say? Could you say that one more time, please? Yes.
15:00
Speaker 2
Do you have a router in the house otherwise than the extender? RE6300 is an extender. It will not if you don't have the router. Do you have a router? [silence] Your Linksys device is an extender RE6300. It will not work if you do not have a [silence] router. I my question is will do you have router in the house? The [silence] router is the source of [silence] the internet. We need [silence] that one [silence] for this extender to work.
15:00