V2 Rubric Detail — 72a647fe-6061-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 22:05
Duration
10m 28s
Contact
Jo Warren
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132327
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6700_Initial setup of the RE
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately redirecting an out-of-warranty customer to paid support or self-service without attempting any best-effort troubleshooting, contrary to OOW standard requiring real troubleshooting attempts.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting or support for setting up the RE6700 range extender, despite the customer’s clear need and non-technical background. After confirming the device was out of warranty, the agent defaulted to paid support options without attempting best-effort guidance, resulting in no resolution and a complete lack of ownership. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to get internet via RE6700 extender; out‑of‑warranty, no troubleshooting performed, customer declined paid support.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never provided any setup or reset instructions for the RE6700 extender.
  • Agent claimed the device was found defective without performing any diagnostics.
  • Agent offered paid support without first attempting basic troubleshooting.
Positive Highlights
  • Collected customer's name, phone number, email, and serial number.
  • Identified the correct product model (RE6700).
  • Informed the customer of the out‑of‑warranty status.
Agent Errors / Gaps
  • No troubleshooting steps were given despite the issue being a basic setup problem.
  • Incorrect statement that the device was found defective without evidence.
  • Failed to verify warranty status before offering paid support.
  • Lack of empathy and clear guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer said 'I guess I'll do without TV. Thank you and have a good day.' — issue not resolved and no outcome achieved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent did not perform any actual setup steps or meaningful troubleshooting; only offered AI tool or paid support after basic info collection.
R3 Not Met Correct resolution path conf 90%
Agent identified device as out-of-warranty and immediately offered paid support without attempting best-effort troubleshooting (e.g., guiding through setup steps), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process followed — agent asked for Wi-Fi name but did not obtain it or use it; failed to assess signal, password, or placement despite extender blinking amber.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use KB, remote tools, or even reference setup instructions; no evidence of consulting internal resources or applying documented procedures.
T3 Met No misinformation conf 95%
Correctly stated that blinking amber means not connected and that out-of-warranty devices no longer have complimentary support.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected customer info and confirmed intent, but failed to set expectations about process or guide interaction toward resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not confirm understanding or adapt to customer’s self-identified non-technical level ('I'm not an internet person').
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — redirected to external tools and ended call without attempting to resolve the setup issue.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments provided; customer left with no actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within scope for L1 support, even if OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy; did not acknowledge frustration, repeated effort, or impact on customer’s ability to watch TV.
X2 Not Met Tone & rapport conf 85%
Agent maintained a transactional tone and did not adjust pace or style to customer’s confusion or emotional state.
X3 Not Met Overall experience conf 90%
Customer was forced to seek external help (AI tool or paid service) instead of receiving direct assistance, increasing effort.
Call Transcript20 turns · 21 lines
Speaker 1
Well, I went to AT&T and they gave me this do internet service and the internet service does not reach my bedroom. [silence] I could be watching a TV show and then all of a sudden, it's starting [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored and recorded. 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's serial number ready. For assistance, press one. Now, for out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on your issue. Thank you. For calling Linksys, this is Gary Loj. How may I help you?
00:00
Speaker 1
hey, yeah, circling, so it says no internet connection. I'm probably about 35 ft away from my router. So they at one time or another they gave me a Lynx656m extender, but it was never set up and I don't know how to set it up. Yes. Yes. Yes. I think this is the first time. Um, RE6700, serial number
01:00
Speaker 2
Okay. Okay. So, um, you're trying to, um, SET up a range extender, right? So that your bedroom, uh, will have a, like a good wireless connection. Correct? And that is the first time you will SET up the extender, correct? All right, ma'am. Let me just create a record for this. Have you called Linksys before? Or this is the first time? All right. And can I have the model number and serial number of your Linksys device?
01:00
Speaker 1
Yes. Serial number is one six as Sam, one two P O one six 22232. That's all serial number. Yeah.
02:00
Speaker 2
Okay. Okay, let me check if I got it correctly. It's one six and then S for sugar. One, two. P for Peter. And then 016. And then 22232. Correct? And again, this is an RE 6700, and this is the first time that you're going to set up the Rurger, right? The refresh extender. And, um, can you have silence We consequently
02:00
Speaker 1
618. I'm calling from a home phone. So it's 532-4836. Area code 618. 532 4836. Well, it's hard to spell Joe, J-O. Last name is Warren W-A-R-E-N Correct. Cancun . mom@ gmail.com
03:00
Speaker 2
What's your phone number, ma'am? Mm-hmm. 5, 3, 2. Yes, and then Mm-hmm. All right, thank you. How about your first name and last name? Last. Again, first name is Jo. Last name is W-A-R-R-E-N. Correct. And how about your um email address? Okay. Ma'am, can you spell it, the first name?
03:00
Speaker 1
Like Cuncakun Mexico C and C U N yes correct it's AT&T U S Illinois
04:00
Speaker 2
[silence] ICNCUN. C-N-C-U-N M-O-M @gmail.com mum. Thank you for this information. And by the way, Mum, your wireless router, your main router, is that a Lynx Tell us as well or is it a different brand? AT&T. And you're calling from Canada, ma'am, or the US. Okay. Thank you. M. All right. And you already know what is your Wi-Fi name from your AT&T modem, right? From the AT&T wireless router. Because this range extender Yes ma'am, the wireless name from your router. Like the name, the Wi-Fi name, right?
04:00
Speaker 1
Well, this is. It has the number one. It has all five hub aqb. Yes. You need the long numbers. You need my. Correct. I probably won't be able to I probably won't be able to do this because I'm not an I'm not an internet person. [silence]
05:00
Speaker 2
Because this, Range Extender ma'am, will depend on the settings that you have from your, um, wireless, um, router. Mhm that is from your Wi-Fi from your main router. Right? Um, we'll do that when we are going to set the our range extender and your internet provider is, um, AT&T, Right? Okay, all right. okay.
05:00
Speaker 1
that the before I called you. It's blinking kind of like a green. Kind of like a yellowy green. I guess it's yellow. Kind of goldish yellow. Well, steady now.
06:00
Speaker 2
All right, ma'am. So here's the thing, ma'am. Um before we start for any troubleshooting, let me just um inform you about the status of your router. And before you, ma'am, is your uh rain extender already plugged into the power? Okay. What is the color of the light right now? Okay. It's blinking um Okay. But it's but it's um but it's like um blinking, right? Is it like an orange, like amber or is it like green, more on green?
06:00
Speaker 1
off and on. and then it's back on.
07:00
Speaker 2
Okay. Hello? And the color is amber or is it like more on the green? Kinda green or kinda orange? Kinda yellow.
07:00
Speaker 1
because I can't, I can't watch TV in my bedroom. It, it plays for a few minutes and then all of a sudden it starts searching for the internet. It, it keeps on searching in my bedroom. It's the first time.
08:00
Speaker 2
Okay, I think that's AMBER ma'am. Um, that's, um, if it is blinking AMBER, that means it's not connected. Ma'am, by the way, again, um, this range extender, um, this is the first time that you're going to use it, is that correct? Um, ma'am? I can, um, I can barely hear you. Um, your voice is kind of fading out. Yes. That's why I'm trying to check ma'am if this range extender was set up before, or this is the first time. Okay. Right. Because, um, when I checked the, um, serial number, Okay. Okay. It shows it here on our record that this range extender that you have, the RE6700, is already out of warranty. And if it is already out of warranty, ma'am, that means complimentary technical support is no longer available. Hey? But you don't need to worry about it, ma'am. We do have couple of options for out of warranty products. The first option is you can take advantage of our AI tool that can be found in our website. That is support.Linksys.com. While our second option is our paid connect service. This is a one-time non-refundable technical support that will last after 60 minutes of the troubleshooting. But there's no guarantee that we will be able to fix the issue. And in any case,
08:00
Speaker 1
I guess I'll do without TV. Thank you and have a good day. [silence]
10:00
Speaker 2
after we troubleshooting the device found out defective, there will be no refund or replacement, ma'am. So, which options would you like to proceed, ma'am? Okay, ma'am, no problem. You can check our website. It is support.Linksys.com, okay? For updates. So, thank you for calling LinkSys, ma'am. This is Carla. Bye for now.
10:00