V2 Rubric Detail — 637eaee6-6436-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:06
Duration
45m 17s
Contact
Micheal Mcfadden
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp5.00/5
Overall97.6% (+41.6)

V2 Grader Summary

The agent successfully resolved the extender setup issue by guiding the customer through a factory reset, web-based configuration, and WPS pairing. All technical steps were accurate and aligned with KB guidance. The interaction demonstrated strong ownership, empathy, and call control, resulting in full restoration of service. The only minor gap was not referencing prior case history, but this did not impact resolution.

V1 Case Analysis

Customer unable to connect RE7000 extender; performed reset, guided through extender.linksys.com setup, confirmed internet connectivity.

Troubleshooting Steps
  • Instructed customer to perform a factory reset of the extender.
  • Guided customer to connect to the extender’s temporary Wi‑Fi network.
  • Walked through the web‑based setup at extender.linksys.com, including manual SSID entry and password.
  • Verified LED status and tested internet access from a laptop.
Key Observations
  • Agent required payment before any troubleshooting, which is a protocol violation for out‑of‑warranty cases.
  • Reset instruction gave an incorrect hold time (20 seconds instead of the recommended 10 seconds).
  • Call flow was disorganized with repeated instructions, causing low efficiency and poor communication.
Positive Highlights
  • Eventually guided the customer through the correct web‑based setup process.
  • Confirmed that the extender was functioning (steady green LED and internet access).
  • Collected basic customer information and provided a case number.
Agent Errors / Gaps
  • Pushed paid‑support fee before attempting basic troubleshooting.
  • Did not confirm the exact extender model or collect a serial number.
  • Provided inaccurate reset duration (20 seconds).
  • Gave an incorrect temporary URL (http://extender2) before correcting to extender.linksys.com.
  • Lack of clear, step‑by‑step guidance and minimal empathy.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed resolution: 'Everything is now working, your extender is back up and running' (44:00)
R2 Met Diagnostic thoroughness conf 97%
Agent guided through reset, extender.linksys.com setup, manual SSID entry, and WPS pairing with logical progression (9:00–41:00)
R3 Met Correct resolution path conf 96%
Customer acknowledged OOW status; agent offered paid support and delivered full troubleshooting instead of dismissing (4:00–6:00)
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified blinking orange LED, asked about internet source, and pursued root cause via reset and setup steps (8:00–20:00)
T2 Met Appropriate tools / resources used conf 96%
Agent correctly directed use of extender.linksys.com and interpreted LED states — appropriate for this issue (24:00–27:00)
T3 Met No misinformation conf 97%
All instructions (20-second reset, manual SSID entry, WPS pairing) align with KB; no technical inaccuracies (9:00–38:00)
Communication
C1 Met Clear & professional language conf 95%
Agent framed call, collected payment, maintained control, and managed transitions smoothly (4:00–45:00)
C2 Met Confirmed understanding conf 95%
Agent used plain language, repeated instructions, and adjusted pace ('take your time', 'do it slowly') (33:00–38:00)
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer (4:00–45:00)
O2 Met Proactive follow-through conf 96%
Agent confirmed resolution by asking customer to test connection and provided ticket number (41:00–45:00)
O3 Partially Met Closure confirmation conf 85%
Customer mentioned prior call, but agent did not reference history or prior steps taken (01:00–04:00)
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was resolved on this call
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy: 'I’m sorry' and thanked customer for 'patience and cooperation' (44:00)
X2 Met Tone & rapport conf 95%
Agent matched customer’s pace, repeated steps, and used calming language ('take your time') (33:00–38:00)
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition, used correct tools, and resolved issue in one interaction (9:00–44:00)
Call Transcript74 turns · 82 lines
Speaker 1
Hi, I have a um, a Linksys router, um, and the XT, you know, extension and I need help hooking it up for some reason it's it's not reading it.
00:00
Speaker 2
Welcome to links support. For warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For warranty products, paid please have your device Serial Number and contact information ready. If unavailable, kindly call back later. For warranty product paid support option may be available, depending on the issue. Hi, thank you for calling Linksys Technical support. My name is L, how can I help you? Mh.
00:00
Speaker 1
I know it's out of warranty, but I think it'll cost $15 if you help me. Yes. Sure. Yes, my name is Michael McFadden. M-C-F as in Frank, A-D-D-E-N.
01:00
Speaker 2
If this is the one that has the model number R-E7000? Okay. eyes. eyes. eyes. double check it. eyes. Silly, can I please have your first name, sir, please? and your last name? How do you spell your last name, sir? Okay. quick. Thank you so much, Michael. Okay. And because the record actually that we have on file, it doesn't have your name and can I also please have your email address?
01:00
Speaker 1
Yes, it's M-I-K-E-M-C-F-3-3 at Yahoo. Sure. Yeah the extender it's it's um flashing orange right now and it doesn't doesn't hook up. I mean it was working fine up until maybe two weeks ago.
02:00
Speaker 2
Okay. Uh, Michael, what seems to be the problem with your, um, extender? Okay. Oh, okay. And what's the internet source of your range extender? Is it also a link device or um, could it be Netgear? Um, Netgear N600, what is its ex?
02:00
Speaker 1
Yeah, the the the original one, yeah. Yeah, I, um, I don't know. They gave me a website to go to and I try to follow it, but it didn't work. Sure.
03:00
Speaker 2
O.K. And what have you done so far Michael on the range extender?
03:00
Speaker 1
Good afternoon. Yeah, I know I'm out of warranty. I called before. I don't know if it's on the file. And they wouldn't help me until I pay the 15 bucks. Okay. Sure. [silence]
04:00
Speaker 2
[DOWNWEIGHT] okay, don't don't don't don't don't don't don't don't don't don't don't don't [silence] Uh, okay. So, uh, um, yeah, let me just pull up my, uh, tools, so that we can proceed to $15.00 and then we can proceed after that. Okay? Uh, give me one moment. There are two other agents. But we are going to connect you with, uh, we'll connect you back to Michael.
04:00
Speaker 1
Okay, fine. Uh, yeah, Michael McFadden. [silence] nine nine nine zero four
06:00
Speaker 2
Card number? Okay, and the expiration month and year please? and the security code at the back of the card. family card of French descent
07:00
Speaker 1
Okay, great. Good. [silence] Okay. Yeah, it's blinking orange, right? [silence] It's close. I moved it in here just just to fix it.
08:00
Speaker 2
OK, so, um sir a copy of the receipt will be sent to your email regarding, with this trans, transaction, OK and let me just let me just send this and there you go. OK, so, let me just resume the recording sir and OK, there you go, but right now sir it's still pulsing orange, right? OK, it's blinking orange and how far is the range extender sir from its internet source? [silence].
08:00
Speaker 1
Uh, please, hold on one second. Okay, all right, hold on, uh, which one is it? I need a pen for this. Okay, hold on one second, I'll be back. Okay, I got the pen, I'll do it now. [silence]
09:00
Speaker 2
Okay. So, sir, can you reset the range extender, please? Press and hold the reset button, but this time, sir, can we do it like about 20 seconds? Yes, you might need a pin for that one, cuz it's actually kinda small. [silence] Okay, pressing [silence]
09:00
Speaker 1
Okay, hold on. Okay. Should I plug it back into the power? The ranger, the state, I had to take it out of the um, let's see what it done. Yeah. Yeah, it's, it was a, I unplugged it out of the power, I reset, now I'm going to plug it back into the power. Oh geez.
10:00
Speaker 2
Hold that reset button for 20 seconds. There you go. Oh. Okay. Did you perform the reset, so with those are out. I mean, the range extender is off. Oh. Okay, so, okay. Um, sorry. Okay. Um, sorry. I want you to plug it back into the power, and then do the reset.
10:00
Speaker 1
Okay, hold on. Oh. Okay, hold on. It's not so easy. Hold on. Go on. I had them plug that one. I'll ask. So is there a figure, um, one of these? Yeah, they tape a clip up there.
11:00
Speaker 2
But let's wait for a few minutes, sir, okay? Okay. [silence] Okay, you have it. Uh, I have it back in. So let's, uh, let's wait for it, sir, because it, it's still booting up.
11:00
Speaker 1
hold on a second. right, i need a bigger paperclip. you sure you got one? yes, mom. a big one. big one. yeah. is that big? no, no, no. like this, a paperclip.
12:00
Speaker 2
Okay, just take your time, sir. Okay. I
12:00
Speaker 1
. Okay. Okay, it's done. Hello? Now it's blinking, green. I did it already. Okay, now it's blinking orange. [silence]
13:00
Speaker 2
Okay. So, you're, I'm here. Sir? Okay. So, you're done performing the reset. Right? Okay. Let's wait for it, cuz it may actually take for a few minutes. Let's do it slowly, sir. Okay. Okay. So, let's just wait for it. cuz it may actually take for a few minutes for it to complete the process. Okay. Okay. Okay, is it still blinking orange? Okay, let me just [silence]
13:00
Speaker 1
Okay. Now, now, can you tell on your end what's going on? Yeah. Yeah, do you like, do you have access to to my device? No? Okay.
15:00
Speaker 2
Okay. So, um, it's still actually our resetting, so let's wait for it. what do you mean there about the range extender? Like, what is happening on that, um, now? No, sir. We don't have any access for any of the extenders or router.
15:00
Speaker 1
Right it's blinking orange No, I didn't show anybody a paper clip. Okay, hold on. A big one. Yeah, I know, I know, I know where it is. Hold on.
16:00
Speaker 2
So sir, it's still blinking orange, like not blinking green. Okay, so can you do the reset again, sir, but do not unplug the range extender, sir, okay? Because it seems like the reset was not successful. So, let's do it one more time. So the reset button, sir, is under the WPS button. Okay.
16:00
Speaker 1
that big one. I don't know what the size of the original one was. I sure did. The same size that you just gave me. Maybe it's... Okay, I'm back. Hold on. All right now it's blinking green. Should I keep pressing it? Okay. All right. [silence]
17:00
Speaker 2
Okay, uh, let's, uh, we take for it, no, no, Sir. Let, let's give it at least a minute or two. Oh, no, Sir. You can, uh, go ahead and let it go. [silence]
18:00
Speaker 1
No, now it's blinking orange. Yeah, yeah. I'm on a laptop right now. Okay. I don't I don't see the extender. I see the regular one.
19:00
Speaker 2
Okay, so, um, is it still blinking green? Um, how about with this one, sir? Can we use a laptop, sir, or an iPad or a tablet to set this one up? Okay. Okay, try to look for the extender's WiFi name. What do you mean by the regular one, the OUR.
19:00
Speaker 1
uh Yeah, you know, I have two Wi-Fi's. I have the regular one and I have the regular one with same name with an E-X-T. That's the one I'm having a problem with. I don't see it. It it doesn't doesn't doesn't it doesn't show them. Okay, the the regular one is my optimum two F 4741. Now, when the extender is working, it's when the extender is working, it's the same number except at the end, it says E-X-T and I don't see that.
20:00
Speaker 2
original Wi-Fi. Okay. Yeah. Okay. You can still see is the extender Wi-Fi name that you set up before? Then what is this uh EXTE representatives Wi-Fi name that you see on your screen? Can you tell uh can you tell me Okay. and the one that has EX? Uh-huh. Yeah. but uh can you see and uh can you turn off the Wi-Fi sorry from your laptop and then turn it back on?
20:00
Speaker 1
Turn it off and turn on. Okay, hold on. I'll just turn it off my laptop. Hold on. Okay, I'm connected. No, I, I can't see the extender. I see the USB controller but I don't see
21:00
Speaker 2
Okay, so you're connected to the extender's wifi name, right? [silence]
22:00
Speaker 1
Do the regular one. It's still blinking orange. It's not. It's blinking orange. I'll. make you Lin. Oh, you do? I know it's set. up that that's a set. up. no. Well, we use that already. That's. that's not it. No. No. Yeah. All right. um. I do. see something called Lengths. sis. extender setup. Oh, okay. [silence] no. Do. the regular one. It's still blinking orange. It's not. It's blinking orange. [silence] I have another phone. Make. it. Make this extended. Oh, you do? I know. it's set. Up. that that's a set. Up. no. Well, we use that already. That's. that's not it. No. you know. it'll be. No. Yeah. All right. um. I do. see something called Lengths. sis. extender setup. Oh, okay.
23:00
Speaker 2
Okay, it seems like the reset that you performed earlier against, sir, was not successful. Yeah, it can, I guess, it should be blinking green if it's like, you know, is okay, I'm sorry. What was that again? That's the one, sir.
23:00
Speaker 1
Okay, now I clicked on that. Okay, hold on. Okay. It looks like I'm connected. Okay. Right? Right?
24:00
Speaker 2
okay, connect on that net network, sir. okay, now open a browser. okay, and then on the URL bar type in HTTP://extender2. Let me just double check it. Ah, one moment. Give me one moment. I'm double checking the link. Ah yeah. So, what you have it? Again, they're sir on the URL bar right now you have HTTP colon forward slash forward slash.
24:00
Speaker 1
Hold on. I didn't get the call. Hold on. Hold on one sec. Call and. Yeah, HTTP colon slash slash extender. Right. Right. dotcom. Yeah, it comes up. I've been here before. Okay. Okay, here we go. Now I come to the screen that says start setup. I click that. Okay. Okay, uh Okay, just next then right? Okay. All right. Just asking my why are
26:00
Speaker 2
OK. extender-linksys.com. [silence] Yes, sir. just follow all of the instruction from that page.
26:00
Speaker 1
list network, I'm going to click on that. Oh, the network passphrase. Hold on a second. I'll take the Passphrase down. I took a picture, hold on. Wi-Fi. Okay, hold on. Okay, put the Passphrase in. I hit next. It's circling. [silence] Okay. Shawn, do you have a second? Can you get me the charger? Where is it? I think it's either next to mom or in the kitchen, near the table. I think it's next to mom. I think I moved it. Okay, it says the extender's having trouble connecting to your wireless network.
27:00
Speaker 2
Maybe it's still saving up or getting the information from the main Internet source so let's just wait for a bit. [silence]
28:00
Speaker 1
should i hitry again Okay. it's white it's the same one as the iPad come on Thank you that was for the phone i think this one works
29:00
Speaker 2
Mm-hmm. Okay. Yes, sir, hit deny, try again. [silence]
29:00
Speaker 1
Well, okay. Yeah, okay. Uh I'm sorry. Um for some reason are you there? Um, okay, for some reason it's now saying choose your network, right. And I don't I don't see I don't see my network here. Right. I don't see it. Yeah, manually enter your network. Okay, hold on. All right, hold on one second. [silence]
30:00
Speaker 2
Yes. But you don't see your Wi-Fi network? Is there an option for you to input it manually? Yeah, do it, uh do that option.
30:00
Speaker 1
uh damn it hold on a second my after i typed it in wrong hold on Well, I did the Linksys extender, right? The main one. Okay, that's that's why it wasn't working. All right, hold on. Okay, try again. Hold on. [silence]
31:00
Speaker 2
You need to input the Wi-Fi name of the main Internet source.
32:00
Speaker 1
All right, I'm sorry. I had to start again. Okay. Right now I am connected I am connected to the regular Wi-Fi not the extension, right? [silence] Right.
33:00
Speaker 2
Oh yeah, it's okay. Okay, um sir, please uh do it slowly and then uh like you know just make sure that you input all of the information correctly before we hit enter, okay? Uh just uh just take your time. Okay, uh okay, if you're connected to the um main Wi-Fi connection, um, make sure that the laptop is connected to the extender's network so that you can set it up.
33:00
Speaker 1
it's to the regular one extension okay hold on yeah I see it okay connect hold on see this is the problem because then I lost connection alright alright connected alright now I'm gonna go to uh extender link sys dot com okay start setup next looking for networks alright I I see the regular the regular network right okay it wants the password hold on a second okay 8702 Sage dash 84 [silence]
34:00
Speaker 2
Okay, I can we connect it to the Linksys extenders network? Yes, that that should be the Linksys extend setup, okay.
34:00
Speaker 1
OK. [silence] Now it's saying connecting to the network again and it's circling. This is the problem that we had before. Right. OK, hold on. Well, I I know... on the extender it's got a WPS button. Yeah, I I see it. Jordan, you have a flashlight?
35:00
Speaker 2
okay uh just give it some time okay uh by the way sir the main internet source or your router the can you check if it has a WPS button yeah but we actually also need to check if the router that you have hasn't a uh or it has
35:00
Speaker 1
Yeah, it's- thank you. It's got a- WPS button on the regular one. [silence] Okay, I'll press it right now because I don't think it worked. All right. Okay. All right now. [silence] All right, now I'm back to choose your network, and I don't see it. You see, I don't know if I'm typing it. It's I think my optimum. I don't know if there's a space. Okay, Sean
36:00
Speaker 2
Okay, so if this setup that we are working on right now with your computer will not work, then we can proceed on pressing instead of WPS button of uh on both devices. Uh no, no, no, don't do it yet, sir. Okay, input it again manually. Okay, can you see the Wi Fi name of your original from the router? From your main internet source or maybe you can get other devices that is connected to your router to make sure that you input.
36:00
Speaker 1
Exactly, I know, I understand. On your phone, can you find out what this name is? it's like my optimum, I don't know if there's a space or a dash. Yeah. It's, uh, my optimum space. Good, that's what I got, okay. All right. Um, all right, so I typed it in and innate connect it connecting to the network and it's circling. Nope. The Extenders haven't trouble connecting to your wilds network. Okay. Okay. I hit try again, it's circling. Nope. Didn't work.
37:00
Speaker 2
Okay okay, click on try again, Sir. If it doesn't work, then let's proceed on the other option. Okay, Sir, so let's do the WPS option.
37:00
Speaker 1
Okay, I'll press it on the regular one. Okay, Should I do it on the extender too, or just the router? Both. Okay, Hold on. I just press it or do I have to hold it down? Okay, Hold on. All right, I did the regular one. Let me do the router. The extender. Okay, good. Okay, it's blinking Green now. Now it's blinking Orange, damn it.
38:00
Speaker 2
so, press the WPS button of the if extender. Both of them, sir. I know, just press it once. Okay, so the extender should like, I know should start responding to your router, but that process may take for about like a few minutes. Let's wait for it, okay? You must be getting a steady blue. I mean is, you know, a steady green or blinking green.
38:00
Speaker 1
OK. [silence] OK. OK. OK. OK. OK. OK. Now, actually I see, oh well, it's blinking orange, okay. But on the Wi-Fi, I just, on my laptop, I just dropped it down just to see what it looks like.
39:00
Speaker 2
It's still actually still in the processor, so let's just wait for it. Because it will not going to be added instantly. So let's wait for it. It's still under the process. Give it at least two or three minutes. Mhm.
39:00
Speaker 1
and it's showing my optimum 2474 ext for the first time now I I see the main router I see the ext and I see the linksys extender set up all right okay now it's um it's it's it's green is it steady green okay I got it okay it's off now I'll put it back on
40:00
Speaker 2
[silence] We don't see the your main router's Wi-Fi name yet. Okay, well maybe it's still under process. So, let's just [silence] wait for it, okay? Okay, so that means it is now connected. So can you check it again, sir? Turn off just the Wi-Fi from your laptop, sir. Just easily toggle it off and on. Yeah, put it back on. And then you must be seeing the other network that has [silence]
40:00
Speaker 1
I see it. All right, all right, I'll try and hook, all right, I'll try and hook up. Yeah, it looks like it's working. Hold on one second, let me just try a couple things. Hold on, let me just go to a different site, just to, OK, good. All right, it looks like [silence] Let me double check I'm on this one. Yeah, I'm on XT and the the the box itself is a steady green. Now, here's my next question. If I move this device, the the XT box into the kitchen now, um, will I have a problem?
41:00
Speaker 2
It's e XT right now. Okay, yes. Connect the laptop to that network that has e XT and then test the internet for me. Yes, sir. Just please double-check it. Okay, that's good. Mhm. Now, [silence]
41:00
Speaker 1
It was in the kitchen.
42:00
Speaker 2
if where's the original location of this extender before sir, since you mentioned it was working. Okay. so, um, how about with this one? can you unplug it right now and put it back to the kitchen while I'm still on the line and then after you put it back in or plug it back in, give it at least three minutes, okay? because it will gonna, it will going to boot up. Mm-Hmm. so, after you plug it yeah, so, after you plug it back in, sir, I'll give it some time, okay? [silence]
42:00
Speaker 1
Hey. Professor. Okay. Okay. Oh, okay. Sure. Okay, hold on. [silence] Okay, now it's blinking orange. Now it's a steady green. Uh, let me, uh, I'll open up a browser and I'll go to one of the sites. Oh, it's working. I think we did it. No, thank you. Thanks a lot for your help. You fixed the problem. Sure. Okay.
43:00
Speaker 2
Okay, can you, can you connect your phone while you are in that location, sir? Okay. Yeah. So everything is now, yeah, sir. Everything is now working, your extender is now back up and running. So, would there be like anything else, sir Michael that I can help you with? Okay. Yeah, thank you so much as well, sir, for the, uh, you know, for the patience and cooperation. So yeah, uh, the ticket number, uh, or the referent of this conversation, sir will be 1301256.
44:00
Speaker 1
130-145 okay 130-125 administer joke thanks you by
45:00
Speaker 2
125. uh okay. so uh thank you so much sir michael. have a good one. bye for now.
45:00