V2 Rubric Detail — 682b932c-6018-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 13:22
Duration
6m 28s
Contact
John Musachia
Issue Type
Access Point Mode
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132224
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall56.5% (+0.5)

V2 Grader Summary

The agent demonstrated ownership by offering email instructions and avoided escalation appropriately, meeting OOW support expectations. However, technical inaccuracies in reset duration and LED behavior, combined with insufficient diagnostics and empathy, prevented full resolution. Customer effort was reduced by the email offer, but communication lacked adaptation to confusion, resulting in a partial resolution outcome.

V1 Case Analysis

Customer unable to reset RE6300 extender; advised 30s reset (incorrect), connect to 'Linksys Extender Setup' SSID. Email sent with instructions. No verification performed.

Troubleshooting Steps
  • Advised to press and hold the reset button for 30 seconds
  • Instructed to wait for LED to turn green and then blink orange
  • Directed to connect to 'Linksys Extender Setup' Wi-Fi network and access setup page
Key Observations
  • Agent instructed 30-second reset (timestamp [04:00]), but KB specifies 10 seconds for RE6300.
  • LED behavior described incorrectly: claimed it turns green then blinks orange, but RE6300 should blink amber during reset.
  • Serial number was stated by agent ([01:00]) but not confirmed with customer.
  • No case number created or referenced.
  • Agent cited 'out of RNT' ([05:00]) as reason for not guiding through setup, implying expired warranty.
Positive Highlights
  • Collected serial number from customer, indicating attempt at proper identification.
  • Provided clear sequence of steps for reset and Wi-Fi connection.
  • Offered to email written instructions, supporting self-help path.
Agent Errors / Gaps
  • Incorrect reset duration for RE6300: advised 30 seconds instead of 10 seconds per KB.
  • Inaccurate LED behavior description: claimed light turns green then blinks orange, but RE6300 blinks amber during reset.
  • Failed to confirm model and serial number with customer despite stating serial.
  • Did not create or cite a case number in the call.
  • Did not validate that the customer understood or completed steps before closing the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent provided reset instructions and promised email guides but did not confirm the extender was successfully reset or reconnected; no resolution verification.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed a factory reset but skipped key diagnostic steps like checking current LED state or prior attempts; troubleshooting was incomplete.
R3 Met Correct resolution path conf 90%
Agent correctly identified device was out of warranty (RNT) and offered email instructions instead of abandoning support, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent collected serial number and ISP but did not ask about symptoms, LED behavior, or what troubleshooting had already been attempted beyond reset.
T2 Met Appropriate tools / resources used conf 95%
No tools (e.g., remote session, logs) were needed or available for a factory reset guidance call; verbal instructions were appropriate.
T3 Not Met No misinformation conf 90%
Agent said to hold reset for 30 seconds and wait for LED to turn green then orange; RE6300 reset is 10–20 seconds and should flash red then go dark — colors and duration are incorrect.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent did not set expectations or summarize, but maintained basic control; customer interrupted to ask for clarification but call stayed on track.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'blinking yellow' and 'reset button' which are understandable, but did not confirm customer comprehension or adjust after confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to sending follow-up email instructions despite device being out of warranty.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send email instructions right after the call, providing a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 95%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted for a factory reset request on an out-of-warranty extender.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but gave no empathy statements or acknowledgment of customer’s effort or frustration; interaction was transactional.
X2 Partially Met Tone & rapport conf 80%
Customer asked to 'reverse' and 'back up,' indicating confusion, but agent continued with same pace and tone without adapting.
X3 Met Overall experience conf 85%
Agent offered to email setup instructions, reducing customer effort by providing curated guidance instead of requiring self-search.
Call Transcript10 turns · 12 lines
Speaker 1
Yes, I have bought several years ago, it seems like a. Lynx R-E 6300. [silence] Yes, I have bought several years ago, it seems like a. links, R-E 6300.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in 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 out of warranty products, paid support may be available depending on your issue. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Joy. How can I help you today? Okay. Um, just to verify. This is Mr. John Mosachia. Okay. Mr. John Mosachia. Okay. Mr. John Mosachia. All right. So I'm going to have the serial number of your device. Please. And who is your internet service provider? Who is your internet service provider. Um. Um, just to verify again, the serial number 170117036403800 expected, SN: 8. ISP: att.com. PN4P098 for ALC2487, correct? 42487 Oh go on. Thanks. Okay, got it. Ah, yes, okay. I need to answer your stuff. What troubleshooting steps have you done so far when you tried to reconnect the device? if you're going to reconnect or reconfigure it again, you need to plug that inn there to the router first or at least two to three feet of distance from the router.
00:00
Speaker 1
Okay, hold on a minute. Let's reverse. Back up to the beginning again of what you said. I have to take this into where the router is. Okay. What do I just set it by there and plug it in? How do I reset it back to the default setting?
03:00
Speaker 2
And then, [silence] after that once it will go back to like a blinking yellow, you press the reset button of that router at the side, the smallest button. [silence] I think it need a pin or a paperclip. [silence] Yes, near to it so that you can set it up easily. [silence] Then you can relocate later after the setup. [silence] Then, plug it in and then after that you reset it back to default settings so that you can set it up again. [silence] Once you plug in the router, I mean the extender near to the router, you wait for it to boot up and then
03:00
Speaker 1
[silence]
04:00
Speaker 2
Once it's blinking yellow, there is a button at the side, like a red button, you need a pin for that one, you need to press and hold it for 30 seconds. And then once it, once the light will turn green, you can let go and wait for it to turn back blinking orange again. And then you go to your Wi-Fi settings and you look for its network name. Linksys Extender Setup. Yeah. And then you connect to it and then you will directly, you will directly to the setup page. Okay, yeah. Um, once you plug it in, you wait for it to boot up [silence]
04:00
Speaker 1
Yes.
05:00
Speaker 2
first once it will blink uh yeah it will turn blinking orange then that's the time you push uh press and hold the reset button for 30 seconds yes and then after that you look for its network name on your Wi-Fi list if you can see linksys extender setup then that is the extender's name you connect to it and then you start the setup process you're welcome or would you like me to send you an email instructions for guides since this one is out of RNT we can no longer also walk you through the setup process
05:00
Speaker 1
[i have my um and] That's correct. Yes, ma'am. Thank you.
06:00
Speaker 2
uh, yeah, let me verify that. If for Sam, a for Alpha, C for Charlie, H I A for Alpha @ aol.com. Correct? Okay. All right, so I'll just send you the email instructions right away after this call. You're welcome. Have a good day. Bye.
06:00