V2 Rubric Detail — 715d9be0-8212-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 19:05
Duration
10m 20s
Contact
985-518-6222
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137694
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Auto-Zero applied: Discourtesy (C)

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to troubleshoot the RE-7350 extender, provided inaccurate technical information about support end dates, and caused emotional distress through dismissive language ('you just hurt my feelings'). The interaction violated OOW troubleshooting standards and critical discourtesy policies, resulting in an unresolved case with no meaningful progress.

V1 Case Analysis

Customer unable to set up RE7350 range extender (flashing LED, no sync). Agent incorrectly stated support ended June 2026, provided wrong URL, and offered no troubleshooting. Suggested router replacement instead of self-help. Issue unresolved.

Troubleshooting Steps
  • Agent asked for model number (RE7350) and router model (EA6900).
  • Agent stated device is out of warranty and end-of-life.
  • Agent incorrectly claimed technical support ended June 2026.
  • Agent provided inaccurate URL: 'support in linksys.com'.
  • Agent suggested replacing hardware instead of troubleshooting.
Key Observations
  • Agent incorrectly stated technical support for the RE7350 ended in June 2026 — this is factually inaccurate and misleading as the date is in the future.
  • Agent provided an incorrect and malformed support URL: 'support in linksys.com' instead of support.linksys.com.
  • No troubleshooting steps were offered for the RE7350 setup issue, despite the KB providing clear instructions (power cycle, factory reset, extender.linksys.com access).
  • Agent failed to collect serial number or verify warranty status through system lookup.
  • Agent shifted focus to upselling a new router instead of providing self-help resources for the out-of-warranty device.
Positive Highlights
  • Agent confirmed the customer's name (Christy) and attempted to gather the extender model number (RE7350).
  • Agent acknowledged the device was out of warranty and end-of-life, which aligns with support policy for older models.
Agent Errors / Gaps
  • Incorrectly stated that technical support for the RE7350 ended in June 2026 — this is factually inaccurate and misleading.
  • Provided an incorrect and malformed support URL: 'support in linksys.com' instead of support.linksys.com.
  • Failed to offer any troubleshooting steps for the RE7350 setup process, despite the KB providing clear instructions.
  • Did not collect or verify the extender's serial number to confirm warranty status.
  • Did not provide any self-help resources or KB links despite the device being out of warranty.
  • Prematurely pivoted to upselling a new router instead of addressing the immediate setup issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the extender setup issue; directed customer to replace devices instead of performing troubleshooting.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting conducted—agent skipped LED checks, reset procedures, or connection verification and relied solely on warranty status.
R3 Not Met Correct resolution path conf 90%
Agent declared RE-7350 and EA6900 end-of-life and offered no best-effort OOW troubleshooting (e.g., factory reset, setup via extender.linksys.com), violating OOW standards.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent did not identify specific symptoms (e.g., LED status, network visibility) or ask diagnostic questions beyond model/brand; no root cause analysis attempted.
T2 Not Met Appropriate tools / resources used conf 80%
Agent claimed to check a 'database' but provided no evidence of tool use (e.g., warranty lookup, KB access, logs); relied on verbal assertions without verification.
T3 Not Met No misinformation conf 95%
Agent stated technical support for RE-7350 ended in June 2026 (a future date), which contradicts KB policy and misrepresents product support status.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to frame the interaction, lost control by shifting to unsolicited replacement advice, and provided no structured guidance or clear expectations.
C2 Not Met Confirmed understanding conf 85%
Agent used technical jargon ('end-of-life', 'obsolete') without explanation and did not adapt communication to address customer's confusion or emotional state.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent disclaimed ownership by declaring devices unsupported and pushing replacement instead of attempting resolution or troubleshooting.
O2 Not Met Proactive follow-through conf 90%
No actionable next steps or timelines provided—customer was directed to self-help resources with no follow-up plan or commitment.
O3 Not Met Closure confirmation conf 85%
Agent re-asked for model numbers already provided and gave no indication of using prior information or history, creating repetitive friction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed, and none was warranted based on the interaction's direction or customer requests.
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 90%
Agent caused customer to state 'you just hurt my feelings' through blunt, unsympathetic language about device obsolescence, demonstrating discourtesy and lack of empathy.
X2 Not Met Tone & rapport conf 85%
Agent maintained a scripted tone despite visible customer frustration and failed to adjust pace, style, or emotional responsiveness.
X3 Not Met Overall experience conf 85%
Customer repeated model numbers and problem descriptions multiple times due to agent's inefficient process; no effort made to reduce repetition or friction.
Call Transcript22 turns · 22 lines
Speaker 1
Welcome to Allie. Look, yes ma'am. I'm having difficulties setting up a one of your extenders that you just plug into the wall. Yes, May I? Underneath it. Behind it. Uh, what you said a serial number? Our model number is R-E-248. No, RE. None are flashing now. All the one flashing, maybe, maybe, I had a couple, two seconds now. Okay. Only green one only, light was red. Everything looks like normal. I'm just plug in [unclear Transcription], you know, rebooting, a forgot to click the button. Yeah. Don't have match code syncing showing up. Where can I find it at? [silence] Woke up to find [unclear Transcription].
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Thank you for calling Linksys. This is FB/FB. How can I help you? Yes. Can you have the model number please? Just try to look underneath it. [silence] Uh, serial number or model number?
00:00
Speaker 1
seven, three, five, zero. No, I want to say I thought I set it up, but I, I don't think it ever worked. So let's say we're starting from scratch. My name is Christy. I-E, G-R-A-V-O-I-S, Christy, C-H-R-I-S-T-I-E, at F as in frog, A as in Apple. F.
01:00
Speaker 2
Is this for initial set up, ma'am, or it was working before? Okay. Let me just create a record. Can I have your name, please? Christy. C-H-R-I-S-T-Y. Okay. And your last name. And your email address, ma'am. Oh, Eagle Advisors. Eagle Advisors. It will be mail.com.
01:00
Speaker 1
FAS Enviro? F-A-S Enviro. Yes. Um, um, add the name Router, what you said? Is the same, uh, links, links?
02:00
Speaker 2
Okay, so that's uh, christy your first name at F as in frying, A S as in sam, E N as in nancy, V as in victor, I R O. Okay. All right ma'am, so uh, so since you're trying to reconfigure this device. Yeah, uh, do you know the wireless settings of your router, you know, your main router? What is the uh what's the brand of your wireless router? You have a linksys router?
02:00
Speaker 1
Um, and that's L-I-N-K-S-Y-S, model EA6900? Yes, yes, ma'am. Um, yes. Uh, which, which one? The RA? I, I just bought this. I just, I mean.
03:00
Speaker 2
Yes. So you know the, uh, you know the wireless settings, like the Wi-Fi name and the Wi-Fi password, right? Of that Lynksys router? Okay. Yes, because for you to be able to set up that range extender, you should know the wireless setup of the main router. And ma'am, um, Ms. Christy, just to set your expectation, uh, okay? Uh, this RE-7350 is, uh, already out of warranty, ma'am. It's even one of our end-of-life devices. Okay? Um, it's already obsolete. And, uh, the, uh, yes ma'am, the RE-7350. You just bought this? Okay. Yes.
03:00
Speaker 1
But I mean, is it going to work or do I have to throw this away and buy another extender?
04:00
Speaker 2
Yes, I apologize. Yes. Yes. because it's one of our end of life devices. So we no longer manufacture this particular device. That's okay. So the technical support is even no longer covered for this device. Tech support ended June 2026. Okay, just last month. So, what we can offer Madam is our website which is support in linksys.com. You will find articles and how to set up this range extender. Okay. And, um, yeah, if you want we can. Well, it's, uh, actually this, this, uh, range extender should work with your existing wireless router because they are compatible. Okay. Well, another option Miss Christy. Okay, since, uh, you
04:00
Speaker 1
Okay, so the main router I gave you is that one okay? The main router? I mean right now, she doesn't have really good service so I don't know if it's the main router, the extender, or the internet coming into the house is weak or I don't know. I Let's not talk about the extender. Let's just
05:00
Speaker 2
you, you happen to get um an an older model, you can actually replace this with a newer model. Okay um as long as you still have the receipt from the store, you can replace it with a new one. You can even opt for another brand since all of our Linksys extenders are already out of warranty ma'am, end of life. Well, as long as it's still working ma'am, you can still make use of it. Yes ma'am.
05:00
Speaker 1
Talk about the main box mom does not have good enough service in this house at all. So it says a week signal. Week. Yeah. I'm like nearer inches from it, you know, the main router, the the E 6 9 0 0.
06:00
Speaker 2
like your, uh, your internet goes on and off, or something. It has, weak signal, okay, even if you're around, 25 feet away from it. Oh, I see. Okay, yeah. Let me just check this router. Yeah. Um, based on our database, ma'am, yes. The router is also one of our end of life routers. Okay, it's an older model. Um, the, uh, the tech support is is still not covered. It it's
06:00
Speaker 1
uh uh...hmm... Mm-hmm. Okay. Or I need I mean, it's been a little while. I mean, it did okay, but it never was really great, but mom has a big house. So, I finally broke down and got an exender thinking that would help somewhat. Um, but again, I don't know if it's the internet or can't really tell where the main signal is coming from. Not sure if it's... Is it direct from Verizon or...?
07:00
Speaker 2
ended August 2020. So, both of your wireless devices are end of life now. So, if you really want to have um, if you want to if if if you want to if you really want to get a good connection. So, um, I would suggest to upgrade your devices, especially the main router. How long have you been using this router? [silence]
07:00
Speaker 1
if I have to call the Internet people and now are you telling me that the routers are old and need to be all replaced you just hurt my feelings Oh sleeping
08:00
Speaker 2
yeah, it needs to be upgraded ma'am. I would suggest that you better get a newer model of router. So since this extender is brand new, then you can actually have it replaced with the store and get a newer model of router instead: not an extender. So you need to replace your main router. Need to get a new one. A newer model. Okay. So with newer models nowadays, okay? Uh, you can actually get a mesh system router, mesh routers. So it has, um, three, three uh pieces of uh equipment. Okay. Uh, it has, um,
08:00
Speaker 1
I mean, I'm scared to get y'all brand. Okay. okay, I may as well just get-
09:00
Speaker 2
[silence] It has three devices, or two, at least two. One is the main node and then the other one will act as an extender. So, it will extend the signal coming from the main router. [silence] So, yeah. [silence] Well, um, yeah, we're really not actually forcing you to get [silence] this ma'am, but it's [silence] it's still up to you then. It's still up to you. [silence] You can try the newer model of routers nowadays. Yes, for you to get better connections. [silence] Yes. [silence] Okay. And with newer models right now, you can get free technical support. It's the [silence] it's still covered. The technical support is covered so if ever there's a problem or if you have [silence] if you're experiencing issues, you can always
09:00
Speaker 1
Okay, thank you. Okay, thank you. Bye-bye. [silence]
10:00
Speaker 2
Got technical support. Thank you for your time, Miss Custy. And this is Epi again from Linksys. Thank you for calling. You do have a great day. Take care, ma'am. Bye-bye.
10:00