Call Detail: 7957de48-8030-11f1-b

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Call Start

2026-07-15 09:35

Duration

42m 47s

Contact

+966583369876

Issue Type

WiFi Connectivity

V2 Outcome

Partial Resolution

V2 Band

Needs Improvement

Agent & Case Context

Agent

Noha Magdy

HappyFox Case

#LTS00137229

Support Country

Saudi Arabia

Product Family

OTHERS

CSAT

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Sentiment Trajectory

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Ticket subject: WAP1200AC_NO INTERNET CONNECTION

V1 Rubric Scores

Resolution2.00/5

Accuracy4.00/5

Communication2.00/5

Protocol2.00/5

Efficiency2.00/5

Overall2.8/5

V2 Rubric Scores

Resolution3.12/5

Technical3.12/5

Communication2.50/5

Ownership4.00/5

EscalationN/A

Customer Exp2.50/5

Overall61.9% (+5.9)

V2 Grader Summary

The agent successfully guided the customer through a range extender reset and web UI setup using correct tools (192.168.1.1). However, the interaction lacked a logical diagnostic process (T1), as the agent failed to isolate the root cause of the 'no internet' symptom before performing multiple resets. Technical accuracy was partially met due to the conflation of admin and WiFi passwords.

V1 Case Analysis

Customer unable to get internet via Linksys range extender (WAP200). Guided through factory reset, connecting to default SSID, accessing 192.168.1.1, and configuring admin/Wi‑Fi credentials. Main router internet connectivity was not verified before extender setup; issue remained unresolved at call closure.

Troubleshooting Steps

Instructed customer to perform a factory reset (hold reset button ≥20 seconds)
Guided customer to connect to default extender SSID (Links Setup Extender)
Directed customer to access 192.168.1.1, create admin password, and configure Wi‑Fi SSID/password
Advised selecting main router's Wi‑Fi network during extender setup

Key Observations

Agent correctly identified the device as a range extender and used appropriate reset/setup steps per KB
Critical omission: Failed to verify main router internet connectivity before troubleshooting the extender
No confirmation of internet connectivity after extender configuration; customer explicitly stated the issue persisted
Instructions were repetitive and caused customer confusion (e.g., multiple reset attempts, unclear SSID selection)

Positive Highlights

Agent remained polite and patient throughout the call despite customer confusion
Correctly instructed customer to perform factory reset (≥20 seconds) per universal_factory_reset.md
Accurately guided customer to access 192.168.1.1 and configure extender settings
Provided reference number (00137229) for customer follow-up

Agent Errors / Gaps

Did not verify main router internet connectivity before configuring the extender
Provided confusing and repetitive instructions leading to customer confusion
Failed to confirm internet connectivity was restored after extender configuration
Did not summarize next steps or provide clear closure plan beyond reference number

V2 Indicator Ratings

Resolution

R1 Partially Met Issue actually resolved conf 90%

Agent guided customer through reset and setup steps; customer said 'Perfect' at end, but no verification of actual internet connectivity was completed.

R2 Partially Met Diagnostic thoroughness conf 85%

Agent initiated troubleshooting with reset and web UI access (192.168.1.1), which aligns with extender setup KB, but skipped WAN verification and LED status checks, making the process incomplete.

R3 Met Correct resolution path conf 90%

Agent pursued best-effort setup path for a range extender without dismissing the customer, consistent with OOW expectations and product support scope.

Technical Accuracy

T1 Partially Met Technically accurate info conf 85%

Agent identified symptom (no internet on extender) and attempted diagnosis via reset and reconfiguration, but did not isolate root cause (e.g., main router connection, ISP issue).

T2 Met Appropriate tools / resources used conf 90%

Agent correctly used the extender’s web interface (192.168.1.1) and factory reset as tools appropriate for setup—valid per universal_range_extender_setup.md.

T3 Partially Met No misinformation conf 80%

Instructions mostly accurate (reset duration, default SSID 'Linksys Extender Setup–XXX', IP address), but agent incorrectly conflated admin password with Wi-Fi password.

Communication

C1 Partially Met Clear & professional language conf 80%

Agent maintained basic control and completed setup steps, but lacked clear framing, repeated unclear questions ('what’s the name?'), and had disjointed transitions.

C2 Partially Met Confirmed understanding conf 75%

Agent used some technical terms without simplification, but did guide customer through steps; limited confirmation of understanding, though customer followed instructions.

Customer Ownership

O1 Met Ownership & empathy conf 95%

Agent owned the case throughout, did not transfer, and followed through on setup guidance and reference number provision.

O2 Partially Met Proactive follow-through conf 85%

Agent provided a reference number and implied continuity, but did not set explicit next steps or timeline if issues recur.

O3 Not Applicable Closure confirmation conf 100%

No prior case history; this was a first contact, so continuity could not be assessed.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation occurred and none was warranted—issue was within L1 scope for extender setup.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation performed; therefore, execution cannot be assessed.

Customer Experience

X1 Partially Met Customer effort minimised conf 80%

Agent did not explicitly acknowledge frustration, but remained patient and polite despite customer confusion, avoiding impatience or discourtesy.

X2 Partially Met Tone & rapport conf 75%

Agent repeated instructions when needed and adjusted phrasing slightly, though could have better matched customer’s pace and confirmed comprehension more actively.

X3 Partially Met Overall experience conf 80%

Customer had to repeat model/serial info, but agent eventually guided them to success without unnecessary holds or steps.

Call Transcript131 turns · 199 lines

Speaker 2

شكرا لاتصالك بالدعم الفني للينكسيس عميلنا العزيز يرجى ملاحظة أن مواعيد العمل لدى مركز الدعم الفني قد تغيرت ساعة العمل من الاثنين إلى الخميس من العاشرة صباحا إلى السابعة مساء بالتوقيت المحلي أيام الجمعة من العاشرة صباحا إلى الحادية عشر ونصف ظهرا ومن الثانية عشر ونصف ظهرا إلى السابعة مساء إذا كنت بحاجة إلى مساعدة في إعداد المودم أو جهاز التوجيه الخاص بك قد تكون هناك حاجة إلى اسم المستخدم وكلمة المرور إذا لم يكن لديك اسم المستخدم وكلمة المرور يرجى الاتصال بمزاوض خدمة الإنترنت الخاص بك والاتصال بنا مورة أخرى بعد الحصول على المعلومات المطلوبة شكرا لتصالك بالينكسيس معك نواة زائد رفاق