V2 Rubric Detail — 6c5ba0ae-6e8c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 22:48
Duration
11m 3s
Contact
Jeremy SNYDER
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134369
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoids addressing the technical issue by redirecting to a warranty receipt email, effectively evading responsibility for resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to troubleshoot or resolve the extender password issue, instead diverting to an irrelevant warranty receipt request. No technical diagnostics were performed, and the customer was left without guidance. The interaction reflects avoidance of the core problem, resulting in an unresolved case with critical failures across resolution, accuracy, communication, and ownership.

V1 Case Analysis

Customer unable to set Wi-Fi password on RE7350 extender. Agent collected model/serial but provided no troubleshooting, asked for receipt, and ended call without resolution or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to initiate any technical troubleshooting for a standard extender setup issue.
  • Long silences and off-topic dialogue (receipt request, personal remarks) indicate loss of call control.
  • Mispronunciations ("LenSIS", "Xander") suggest lack of product familiarity and reduced credibility.
  • No reference to KB procedures: no LED check, no default network connection, no reset guidance.
  • Call ended without resolution, next step, or case documentation.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to guide customer through standard RE7350 setup steps (Step 1–3 in universal_range_extender_setup.md).
  • Did not verify extender LED status (orange blink = ready for setup).
  • Did not instruct customer to connect to 'Linksys Extender Setup–XXX' network.
  • Did not direct customer to access http://extender.linksys.com or http://192.168.1.1.
  • Did not suggest factory reset procedure despite password/login issue (Troubleshooting > Forgot Admin Password).
  • Asked for receipt before attempting any technical resolution, violating support protocol.
  • Claimed to send an email with a receipt copy without confirming email address or establishing need.
  • Used incorrect product terminology ('Xander' instead of 'extender'), indicating lack of training.
  • Allowed call to devolve into off-topic personal remarks, abandoning professional support context.
  • Ended call without creating a case, setting follow-up, or providing next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer states the extender 'won’t take the password' and agent provides no resolution or workaround; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 98%
Agent skips troubleshooting (e.g., reset, LED check, admin login) and instead focuses on warranty receipt, failing to advance resolution.
R3 Not Met Correct resolution path conf 97%
Agent prioritizes warranty verification over solving the setup issue, which is inappropriate regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No diagnostic questions about LED status, reset history, or network configuration; root cause not investigated.
T2 Not Met Appropriate tools / resources used conf 96%
Agent does not use KB, remote tools, or admin interface to verify extender state — all required for this issue.
T3 Not Met No misinformation conf 97%
Agent offers no technical guidance; only action is requesting a receipt, which is irrelevant to the technical problem.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacks structure, has long silences, and no clear transitions; agent loses control and fails to guide interaction.
C2 Not Met Confirmed understanding conf 95%
Agent uses vague language ('this one', 'that one') and does not confirm understanding or adapt to customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent deflects to email receipt request instead of owning the technical issue; abandons case without follow-through.
O2 Partially Met Proactive follow-through conf 89%
Agent mentions sending an email, but provides no timeline or confirmation of next steps related to the actual problem.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue was within L1 scope (extender setup), so escalation not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent shows no empathy, fails to acknowledge frustration, and remains transactional throughout.
X2 Not Met Tone & rapport conf 96%
Agent does not match customer’s pace or tone; conversation is disjointed and customer appears confused.
X3 Not Met Overall experience conf 98%
Customer repeats device details unnecessarily and receives no actionable help, increasing effort.
Call Transcript17 turns · 17 lines
Speaker 1
Hi. I have
00:00
Speaker 2
Welcome to Linxys 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 [silence]. Please have your device 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. [silence]. You're calling. Assistant in Mr. [silence]. Gerald looking out.
00:00
Speaker 1
a linksys Wi-Fi extender and I was trying to reset it up and uh for some reason I set it up and it takes over the uh router's name uh Talix dht and every time I do it the uh it won't take the password when I'm trying to set it up it won't take the password it won't take my password for some reason I haven't had any I haven't had a problem with this until now uh
01:00
Speaker 2
can you give me the serial number and model number of that extender or?
01:00
Speaker 1
Serial number is 41 P1 0M12 B03028. yeah Oh, it's an RE 7350. that's mean
02:00
Speaker 2
.[silence] [silence] Okay. [silence] [silence] [silence] Based on your phone number, I can see an account right here. Jeremy Snyder, is that you?
02:00
Speaker 1
Yeah, it won't work for some reason. [silence] Yeah. Uh it's nothing because it's not plugged in.
03:00
Speaker 2
Okay, let me use this one then. Let me check your record. Did you try using the the the the password of your router? Oh, you did not. Oh, I see. What's the light of your LenSIS router right now? Okay.
03:00
Speaker 1
Hello? Is it a new extender? It's new to me. Yeah, I got it from, I got it from Amazon. I just got a new router a couple months ago. I just got a new router like a couple weeks ago.
04:00
Speaker 2
[silence] [silence] is it on your Xander or not? yeah, can you hear me okay? [silence] I'm asking if this is a new Xander [silence] yes. [silence] is it a brand new Xander? [silence] when did you purchase this one? and this is it. [silence] do you still have the receipt of this Xander so I can update the warranty?
04:00
Speaker 1
What do you mean? I don't have an official receipt. It's on Amazon. Okay. I'm looking here.
05:00
Speaker 2
can you hear me? so what I'm asking is that do you have the receipt of this extender so I can update the warranty? what about online receipt? do you have online receipt? [silence]
05:00
Speaker 1
Okay, you want to Order number? Okay.
06:00
Speaker 2
I'm gonna send you an email reply to that with a copy of the receipt. I'm sending an email now. That that. You can check your email now.
06:00
Speaker 1
So if you want to get with. [silence]
08:00
Speaker 2
uh huh.
09:00
Speaker 1
Please mark it. [silence] So Amanda, don't let [silence] Mandy your night evening spaghettiOs. [silence] You already ate a bunch of those. Oh, man.
10:00