V2 Rubric Detail — 6ec5d436-7585-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:45
Duration
9m 35s
Contact
Jonathan Lopez
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135539
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.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall29.2% (-26.8)

V2 Grader Summary

The agent failed to troubleshoot or resolve the RE6500R extender password issue, declared devices out-of-warranty without attempting best-effort support per OOW standard, and only promised an email guide. No technical steps were taken, empathy was lacking, and customer effort was not reduced. The issue remained unresolved despite being within L1 scope and supported by KB documentation.

V1 Case Analysis

Customer unable to link two RE6300 extenders to new Spectrum router; password not accepted. Agent collected serial, confirmed out-of-warranty, and promised to email a setup guide. No troubleshooting performed; incorrect registration URL provided.

Troubleshooting Steps
  • Collected serial numbers and model information
  • Confirmed out-of-warranty status
  • Created a support ticket
  • Offered to email a setup guide
Key Observations
  • Agent did not perform any actual troubleshooting of the extender password issue.
  • Provided an incorrect registration URL (register.linxys.com) — correct URL is support.linksys.com.
  • Failed to guide the customer through the extender setup process (e.g., accessing extender.linksys.com, verifying router password, confirming extender LED state).
  • Did not confirm whether the extenders were properly reset or in setup mode (blinking orange LED).
Positive Highlights
  • Collected the customer's name, email, and serial numbers accurately.
  • Identified the devices as out-of-warranty and communicated the paid-support policy clearly.
  • Offered to send a written guide to the customer.
Agent Errors / Gaps
  • Provided an incorrect URL for product registration (register.linxys.com). The correct URL is support.linksys.com per universal_support_contacts.md.
  • Did not guide the customer through the extender setup steps outlined in universal_range_extender_setup.md (e.g., connecting to extender Wi-Fi, accessing http://extender.linksys.com, entering router password).
  • Did not verify whether the extender was in setup mode (blinking orange LED) before attempting configuration, as required by the KB.
  • Did not confirm whether the customer had correctly reset the extenders or entered the correct router password.
  • Relied solely on sending a generic guide without confirming the issue was resolved or providing actionable steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the extender password issue or guided customer through setup; only promised to email a guide without confirmation of resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting performed — agent did not confirm reset completion, check LED status, or guide through password entry or setup flow; only collected serial number.
R3 Not Met Correct resolution path conf 97%
Agent declared devices out-of-warranty and offered paid support without attempting best-effort troubleshooting (e.g., reset, setup guidance) as required by policy for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked no diagnostic questions about extender LED state, reset procedure, or password format; failed to identify root cause of connection failure.
T2 Not Met Appropriate tools / resources used conf 95%
No tools, KB resources, or remote session used; agent did not access setup documentation, verify model compatibility, or guide customer through extender.linksys.com.
T3 Not Met No misinformation conf 97%
Agent provided no technical guidance; while warranty statement was accurate, failed to provide any of the technically correct setup steps (e.g., using 'admin' password or extender.linksys.com) per KB.
Communication
C1 Met Clear & professional language conf 91%
Agent framed interaction by collecting info, creating ticket, and maintained call control despite customer digressions about serial number and warranty.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language but misheard customer’s name (John vs Jonathan) and did not confirm understanding of the core problem (password issue with extender).
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent took ownership by creating a ticket and committing to send a guide; no unnecessary transfer or avoidance observed.
O2 Met Proactive follow-through conf 90%
Agent clearly stated next step: 'I'm gonna send you the guide on how you can configure the wireless settings.'
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope but not addressed due to lack of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent showed no empathy — no acknowledgment of frustration, apology, or validation of customer effort despite repeated attempts to clarify serial number and issue.
X2 Not Met Tone & rapport conf 92%
Agent used a detached, transactional tone and did not adapt to customer’s confusion or emotional state during troubleshooting attempts.
X3 Not Met Overall experience conf 94%
Customer repeated serial number multiple times; agent did not reduce effort by pulling KB steps or guiding through real-time troubleshooting.
Call Transcript14 turns · 16 lines
Speaker 1
Hey Gero, how you doing? My name is Jonathan. Good afternoon.
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.linxys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. My name is Mr. Giraul Duggan. Huh?
00:00
Speaker 1
Hey, um, yes, I'm calling because, uh, I was trying to do it myself, but, uh, I basically have these two Wi-fi extenders. The model numbers are the RE6500R. And, uh, basically, my, uh, spectrum, my Wi-fi, uh, internet company, they exchanged, they sent me a new router. So, you know, when you get a new router, they, they disconnect. And I'm trying to see how do I go by, because it's asking me when I go to link them up to, with the new Wi-fi router that I received from Spectrum, it's asking me for a password, but I've been trying to put the, I put the password from the new Wi-Fi router, but I'm, uh, it's saying it's not accepting it. I don't know. I was thinking that I had to reset them first, right? Oh, yeah, that's what I thought. I'm going to plug them in and reset them. I'm not kind of new to this. I'm not taking time out of you from somebody from helping somebody else, right? You got like a minute to give me a hand? No, no. If you can guide me, uh because I I just plugged them. So I just pressed the button for to reset them. Okay. Okay. Yeah. Yeah. The serial number is. A. Uh, does it start with a. Oh yeah. Oh. These two of them. They must have a different number. Okay. I'm gonna start with the first one is 17X for extra. 11T for Papa. I think that's a zero or oh, not three. It could be either. But then after that is the C for.
01:00
Speaker 2
here we go. How about this? We'll start with a serial number. Can you give me the serial number? I mean I got the the model number. Just a serial number.
03:00
Speaker 1
Charlie. Number 803377. I think I'm going to have to take a picture because the number looks so small. I want to make sure I'm giving you the right information. I mean, let me look it up with my phone. Yeah, I can see it better with the phone. I'm going to read it back to you again, now that I have a better view. 17x. The letter X for extra. 11. The letter P for Papa. I'm not sure if that's the O or a zero. Then. it's a zero? Okay. Then the letter C for Charlie.
04:00
Speaker 2
right, uh, true.
04:00
Speaker 1
the letter uh B for Bravo, zero three three seven seven. Okay. Do you want the other one or do you want to uh uh check this one first? Uh uh, no they they, yeah the other one has a different serial number. They're both the same my, uh, yeah they they both the same model number is they both the uh uh uh R-E 6300. Both Both But both the both of them have different serial numbers. Yeah. I just checked. Yeah, cuz it was.
05:00
Speaker 2
Got it. Thank you. No, this one's okay. um, they're the same model number, right? Both are E6300. the the model number I mean. Just the model. God. Thank you. OK, so, let me... Right, let me just create a ticket for you. [silence]
05:00
Speaker 1
First name Jonathan, last name Lopez, L-O-P-E-Z. U-H from Salt 2006. I'm going to spell it out. A for Alpha, I for India, R for Romeo, A for Alpha, S for Sam. Another S for Sam, A for Alpha, U for Uniform, L for Lima, T for Tango. 2006@gmail.com. spectrum
06:00
Speaker 2
You said your name is John. What's your last name? Felling. And what is your email address? Okay, and what is the name of your Internet provider? Okay, got it.
06:00
Speaker 1
Oh my god if I tell you I I know it's been more than a year but less than two years. I'm pretty sure this has been more than a year but less than two I believe. Ah will you I I so it the is is it uh uh of the uh out of warranty? Okay. Do you does it show you?
07:00
Speaker 2
I need to know if this is in warranty or out of warranty but turns out to be out of warranty so unfortunately for out of warranty devices we charge $15 to assist you care that it's not refundable unfortunately it is out of warranty
07:00
Speaker 1
okey
09:00
Speaker 2
how about this one I like I said it's gonna be the same if we're gonna do it here so I'm gonna send you the guide I have your email right here I'm gonna send you the guide on how you can configure the wireless settings of your Xtender and you how you link that to your router is that okay okay that's all got up you have any questions okay you have a good one I'll send it to you okay bye bye
09:00