V2 Rubric Detail — 7bd1eade-6031-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:21
Duration
9m 7s
Contact
Charlott Williams
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132262
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't Remember the Password_RE6300
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-27.8)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting or resolution for the customer's range extender login issue. Despite the product being out of warranty, best-effort guidance (e.g., factory reset steps) should have been offered. Instead, the agent defaulted to a paid support pitch, gave an incorrect URL, and provided no actionable path forward, resulting in a completely unresolved case with poor ownership and communication.

V1 Case Analysis

Customer unable to access range extender admin after modem change; password forgotten. Extender out of warranty (expired 11/5/2019). Agent suggested factory reset but provided incorrect URL (support link cis.com) and no reset steps. Offered $15 paid support; customer declined and will call back later.

Troubleshooting Steps
  • Verified serial number and warranty status (expired).
  • Recommended factory reset without step-by-step instructions.
  • Offered paid $15 troubleshooting session.
Key Observations
  • Agent provided a malformed and potentially unsafe URL (support link cis.com) at [06:00], which is a serious accuracy and security risk.
  • No step-by-step factory reset instructions were given, despite customer asking how to perform the reset at [03:00].
  • Agent did not collect or confirm the range extender model number before giving advice.
  • Agent pushed paid support before offering any actionable self-help steps, violating support policy.
  • Customer ended the call with no clear path forward, only the intention to call back later.
Positive Highlights
  • Agent accurately identified and communicated the warranty expiration date based on serial number lookup.
  • Maintained a polite and patient tone throughout the call.
  • Correctly identified that a factory reset is needed after a modem change.
Agent Errors / Gaps
  • Provided incorrect and potentially unsafe support URL (support link cis.com) instead of support.linksys.com at [06:00].
  • Failed to give step-by-step factory reset instructions (press and hold reset button for 10 seconds) despite customer asking how to perform the reset at [03:00].
  • Did not collect or confirm the specific model number of the range extender.
  • Did not offer any valid self-help resources (e.g., KB article, email with steps) after customer declined paid support.
  • Repeated the same recommendation without confirming customer understanding or progress.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any actionable solution; only suggested a paid session and told the customer to call back later.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed — agent assumed a factory reset was needed without verifying model, LED status, or prior reset attempts.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty range extender, best-effort troubleshooting (e.g., factory reset steps) should have been provided; instead, agent deferred to paid support with no free guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask diagnostic questions or identify specific symptoms; jumped directly to 'factory reset' without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent failed to reference KB articles, check model-specific reset procedure, or guide customer through recovery options.
T3 Partially Met No misinformation conf 92%
Factory reset advice is technically correct, but agent gave incorrect URL ('support link cis.com') and wrongly claimed out-of-warranty support requires payment.
Communication
C1 Not Met Clear & professional language conf 96%
No clear structure or expectations set; conversation lacked direction and devolved into payment discussion without a troubleshooting plan.
C2 Not Met Confirmed understanding conf 95%
Agent used generic responses and did not adapt to customer’s stress or confirm understanding; no simplification or empathy in technical communication.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — avoided resolving the issue and pushed customer toward a paid session and future callback.
O2 Not Met Proactive follow-through conf 96%
No specific next steps provided — only vague suggestion to 'call back whenever you’re available,' with no timeline or action plan.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
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 94%
Minimal empathy expressed; failed to acknowledge customer’s frustration after hours of effort and physical difficulty with fingerprint login.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, transactional tone and did not adjust pace or style to match customer’s stressed and fatigued state.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number and was left to find reset steps alone, increasing effort instead of reducing it.
Call Transcript18 turns · 19 lines
Speaker 1
Oh.
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid sup. Please have your device's 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. Hi, thank you for calling Linksys. My name is Ven. I'm going I'll be today. Uh-huh.
00:00
Speaker 1
And so I can't figure out how to get back into, it's asking me for a password. And I can't remember, I can't even get it to open up because I did the finger identity. And my fingerprints are crap because I worked so hard with my hand. But I need to figure out how I can get it, cuz I don't have to buy another one. This is still working, but when I changed my modem, and like, anyway, I got issues then I need to get into, figure out how to change the network for the new modem into this device. [silence]
01:00
Speaker 2
Mm-hmm. [silence] Since you have a new modem, naturally the router also needs to be configured with it. So for your range extender, you also need to perform a factory reset on it. In other words, you're starting all over from scratch, since currently it's not able to provide you any connection as of the moment.
01:00
Speaker 1
So how do I do, because I've tried doing the reset on it and holding the buttons in and then I'm going into my phone and trying to do it that way using the Wi-Fi because it pops up in my Wi-Fi, but it won't let me in. Then when I do it, I go into that to reset the put the new password for the modem in, but it won't take it. I can get in through my Wi-Fi on my I'm using my telephone, so I'll take I'll go into my telephone and I see it on here and I hit it and it tells me to do then it'll ask me for my password but apparently I set a password for it when I set it.
02:00
Speaker 2
I'm sorry. What do you mean by the password won't take?
02:00
Speaker 1
And it's okay. So how do I do a new factory reset? Do I have to send it in to have it done?
03:00
Speaker 2
Yes, right now, once again, you will need to consider doing a complete factory reset since what you have right now is a new modem. Your range extender will not be able to provide you any good connections at the moment. That's why it needs a factory reset. Once the factory reset is done, it will allow you you to create a new password all over again from the start.
03:00
Speaker 1
[silence] I know it's not it's been but I'll give you the serial number. okay the serial number is 17X11P looks like it's a zero, 7803425. Right.
04:00
Speaker 2
uh, could you please type it out real quick?
04:00
Speaker 1
You're speaking to Vera Ledbetter? Who it belonged to probably Don or either Charlotte Williams, and they left it for me when we bought my house. And I've actually caught in when I get it reset. And they told me how to do everything. That's been six years ago. [silence]
05:00
Speaker 2
Just to clarify who am I currently speaking with as well? Thank you so much. All right. And thank you so much for patiently waiting as well. So, upon checking it here in RN based on the serial number of the range extender, I do have to set your expectations that it is no longer in warranty. The warranty of the range extender had expired around November 5th of 2019, which sets that the unit is no longer eligible for any free troubleshooting on our end. But, in terms of where can you find the guides or
05:00
Speaker 1
So, if I paid you $15, in other words, you'd tell me how to do it.
06:00
Speaker 2
what steps can you follow, it's completely free. And available either on YouTube, if you need a video guide for it, or through our support site, which is support link cis.com. But for further troubleshooting for an out of warranty product, it entails a $[REDACTED_PAYMENT_DIGITS] cost if you do still wish to proceed. For the $[REDACTED_PAYMENT_DIGITS] payment, if you do still wish to proceed with it, you are agreeing to a one-time nonrefundable technical troubleshooting, that lasts for one hour. But if we also do determine that your current range extender is no longer functioning properly or there's any defects present on it, it's no longer eligible for any kind of replacement and no refund will be processed for it. Lastly, it's considered a [REDACTED_PAYMENT_DIGITS]% chance that weather will be processed for it.
06:00
Speaker 1
Okay, I just need, because it was working fine before. And what link did you send me that I could go to? Okay, if I pay you the $15, how long will it take me, take for us to go over the steps? [silence]
07:00
Speaker 2
It may or may not fix the problem. It is support.linksys.com. It varies and it depends. Since this is a range extender once again, you will need to perform a factory reset since you have a new modem. It needs to be reconnected properly in order for it to function well. The password as you mentioned you can no longer remember. The best way to at least try and see if the password is.
07:00
Speaker 1
Okay, what I might do is, cause I'm not, I, I might have, it might be, oh, my, cause I, initially set it up with my computer, I think, I'm just in a, crunch right now, cause I've been working on this for hours and ain't gotten anywhere. Um, since I have this number, and I know it's gonna cost me $15, I just, I'm just, I'll get back with, I'm just gonna wait, till I got time to go through this, cause I was fixing to, leave, but I'll, so, but it's good to know, yeah, it might be this weekend, or tomorrow even, and I'll call back. Okay. Thank you so much for your time. [silence]
08:00
Speaker 2
No worries there. Whenever you're available, you can always give us a call back. All right. Thank you so much. Thanks, take care, have a good day too. Bye bye for now.
08:00