V2 Rubric Detail — 69c865cc-6c3c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 00:10
Duration
6m 53s
Contact
Debby Paget
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00099869
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200_slow to no internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.50/5
Technical1.88/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall64.5% (+20.5)

V2 Grader Summary

The agent provided a plausible workaround (factory reset) for an out-of-warranty device but failed to conduct thorough diagnostics or use correct reset duration per KB. The issue was not resolved during the call, and technical accuracy was compromised by incorrect reset timing advice. No escalation was needed, and ownership was maintained, resulting in a partial resolution.

V1 Case Analysis

Customer reports intermittent RE6500 extender disconnections and admin-login failure; advised extended factory reset and re-setup. No verification of fix or next steps provided.

Troubleshooting Steps
  • Advised extended factory reset via the reset button (1-2 minutes).
  • Explained that the extender will revert to its default SSID (Linksys Extender) after reset.
Key Observations
  • Agent did not verify admin password, LED status, or power-cycle the primary router before recommending reset.
  • No warranty or support-eligibility discussion was performed despite the device being obsolete.
  • Agent provided a single, generic fix without confirming whether it resolved the issue.
  • Customer ended call mid-troubleshooting; agent did not confirm next steps or offer follow-up.
  • Agent failed to acknowledge customer frustration or control call flow.
  • Agent did not direct customer to the correct admin URLs for RE series extenders (http://extender.linksys.com or http://myrangeextender.local).
Positive Highlights
  • Correctly identified the device as a range extender and gave the proper factory-reset procedure (1-2 minutes).
  • Set realistic expectations by noting the model is obsolete and no longer receives updates.
  • Communicated the default SSID name the extender will broadcast after reset (Linksys Extender).
Agent Errors / Gaps
  • Failed to acknowledge the customer's frustration at [02:00] when they described recurring issues.
  • Did not collect or confirm warranty status or offer appropriate support path despite stating the device is obsolete.
  • Did not ask about or verify LED indicators, power-cycle steps, or other basic diagnostics.
  • Provided only a factory-reset suggestion without confirming the result.
  • Allowed the call to end without confirming resolution or setting a clear next step, resulting in operational abandonment.
  • Did not direct customer to the correct admin URLs for RE series extenders (http://extender.linksys.com or http://myrangeextender.local).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent advised factory reset as workaround, but issue (intermittent disconnection and login failure) was not confirmed resolved; customer was to try reset after call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent acknowledged reset attempt and suggested holding longer, but did not troubleshoot login failure or disconnection cause (e.g., firmware, signal strength); jumped to hardware defect explanation without diagnostics.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device (RE6500) as obsolete and out-of-warranty, offered best-effort troubleshooting (reset), but did not fully explore software fixes before attributing to hardware defect.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (intermittent disconnect, login issue) but did not ask diagnostic questions (e.g., firmware version, signal strength, error logs); assumed hardware defect prematurely.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., remote diagnostics, firmware check, logs) or consult KB for RE6500-specific reset procedure; relied solely on verbal description.
T3 Partially Met No misinformation conf 95%
Agent correctly stated factory reset would restore defaults, but advised holding reset 'for a minute or more' — KB specifies 10–20 seconds or until LED flashes red and turns off; this is materially incorrect guidance.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, framed reset as next step, confirmed understanding, and allowed customer to act post-call.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, confirmed customer understanding, and adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and provided a clear path forward without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent set expectation to perform reset and re-setup, but did not specify timeline or follow-up; no callback or disconnect commitment made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope to troubleshoot.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite, acknowledged customer’s frustration with intermittent issue, and offered a solution path without defensiveness.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, allowed pauses, and confirmed understanding before concluding.
X3 Partially Met Overall experience conf 85%
Agent avoided unnecessary repetition, but did not offer to troubleshoot remotely or provide detailed written steps; customer must self-serve the reset.
Call Transcript12 turns · 13 lines
Speaker 1
No, I believe I had called before when I first got the device. might made that may be cause those couple of years ago. first name is Debby. last name Gupta
00:00
Speaker 2
to. 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 10 now. For out of warranty products, please have your device's 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. Hello. Thank you for calling Linksys. My name is. This is your first time calling. I see. Can I have your first and last name, please?
00:00
Speaker 1
Beat Baby, be nimbalaleta, all one word at yahoo.com. [silence] I have one. [silence] Yes, the serial number is [ [silence]. [silence]. 1, 4. [silence]. As in Sam, one zero. [silence]. PZ in Peter, zero. [silence]. PZ in Charlie, 704031. [silence] Model number is Re 6500.
01:00
Speaker 2
And, may I confirm your current phone number? All right, how many links does the device have? May I have the serial number, please? and what is the model number of this device? and who is your internet provider? [silence]
01:00
Speaker 1
five Verizon fires. I actually, I may, a very simple question. Um, it, every now and then, it, it, general works, but every now and then, it gets disconnected, disconnected from the internet, uh, from the primary router. And then, when I, um, reboot it, it comes connected again. If I power reset it, then it will connect back up again. So, that happens periodically and I was hoping that, you know, today, actually hoping that maybe I'll go and look at the, the exchange the settings, etc. But for some reason it don't take my admin password. I have written it down, but it doesn't seem to like it. And then I tried to use a pen to press the little red reset Reset button on the bottom, and that does not seem to allow me to get in. That's my problem, not that it's not working, but it will just keep getting disconnected every now and then. The Wi-Fi connects it, but just that it loses connection to the primary router. Even though my devices stay connected to the web extender, So that was my problem. This thing, simply my problem is, one is it gets disconnected from the wireless router, and number two is that I don't seem to be able to get into the admin portal. Even though I just tried to reset it to the little red button on the bottom, but it doesn't seem to make a difference. No, no, that's my understanding. Now that's my expectation is, but when I'm pressing it even with a pen, pressing
02:00
Speaker 2
[silence] If you press the reset button, that will go back to its factory settings, which means it's the factory default setting.
03:00
Speaker 1
That little red button, it doesn't seem to do anything. I may be three years, three plus. Okay. Okay. yeah, that's fine, I can do that. Okay, so basically,
04:00
Speaker 2
well, that means it's possible, there's a hardware defect on it already, how long have you been using this? yeah, um, and also, uh, this device is already, uh, an obsolete model, which we no longer manufacture, so normally, uh, there's no further updates for that, no further development for its software or firmware, so as time goes by, that will really get slow, or will get connectivity issues, or, um, it will not reset, uh, like what you did, um, but you can try to reset it for a minute or more, um, that's the correct way to do it, um, if you press the reset button for a long time, that will go back to its factory default settings, which you will need to set up the range extender again.
04:00
Speaker 1
you're saying, sense. Okay. Sorry.
05:00
Speaker 2
Yes. Just to check if that will be a successfully factory reset because that's the workaround for that. And set it up again as a range extender. It will go back to it will go back to its original Wi-Fi name. You will check it on your Wi-Fi settings if you can see Links's Extender and you can connect to that without password and it will route you to the setup. So you can set up again your range extender. Yes, it will go back to that network name.
05:00
Speaker 1
Okay. okay, let me try that. Let me try that again. I'll try to do it, I'll try to keep it longer. If it worked, that's great. If it doesn't work, then I just have to as long as I'm using it, I have to remember to power reset it every now and then right? That seemed to be the what's doing it. Okay. All right. Um, anything else you want to do? Do you want me to try it while you're on the call? Okay. Okay. Let me try this. Thank you. goodbye [silence]
06:00
Speaker 2
Yeah, that is correct. M, sure. OK. Yeah, sure. You can, yeah, just do the factory reset and if it's successful, then set up the Range Extender again. That's the workaround for that. That's it. All right. You're welcome. Thank you for your time. All right. Bye. Bye.
06:00