V2 Rubric Detail — 7fbed65a-6c18-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:53
Duration
45m 38s
Contact
Darren
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#TE00134119
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
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Sentiment Trajectory
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Ticket subject: SUPCALL_Setup new device_RE6400
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall54.2% (+34.2)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty, used appropriate tools, and escalated with proper context and timing. However, they failed to reduce customer effort by re-asking information and did not complete best-effort troubleshooting for the wired Access Point setup. The issue was not resolved, but escalation was warranted and handled correctly, leading to an Appropriate Escalation outcome.

V1 Case Analysis

Customer unable to set up RE6400 wired extender; reports 'too far' error despite Ethernet connection. Agent misidentified model, gave incorrect reset instructions, declared device out of warranty without receipt verification, and scheduled callback for next day at 10 am after requesting receipt email. No valid troubleshooting performed.

Troubleshooting Steps
  • Requested model and serial number multiple times
  • Incorrectly described WPS button as reset button
  • Offered paid-support session
  • Scheduled callback for next day
Key Observations
  • Agent misidentified the product model as AE-6400 instead of RE6400, despite customer correction.
  • Agent confused the WPS button with the reset button, providing incorrect reset instructions contrary to KB guidance.
  • Agent declared the device out of warranty without receipt verification and pushed paid support prematurely.
  • No valid troubleshooting was performed (factory reset, LED check, web UI access, or Access Point mode setup).
  • Customer expressed extreme frustration due to repeated errors and lack of progress.
Positive Highlights
  • Agent collected customer contact details and scheduled a follow-up callback.
  • Requested receipt for warranty verification, which is a valid next step.
Agent Errors / Gaps
  • Incorrect model identification (AE-6400 instead of RE6400) — directly contradicts KB and customer input.
  • Wrong reset instructions — described WPS button as reset button, which is factually incorrect per KB (RE6400 requires holding the reset button for 10+ seconds).
  • Premature warranty denial — declared device out of warranty without verifying purchase date or receipt, violating support protocol for new devices.
  • Failure to follow standard range extender setup flow — did not check LED status, access extender.linksys.com, or guide through Access Point mode setup as per KB.
  • Pushed paid support before performing any troubleshooting, violating support protocol for new/unused devices.
  • Repeatedly asked for serial number already provided, indicating poor information retention.
  • Failed to acknowledge customer frustration, leading to communication breakdown.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The customer never completed setup or confirmed internet access; the issue remained unresolved at the end of the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model, serial number, and connection type, and suggested a reset, but did not guide the customer through the full setup process (e.g., connecting to default SSID, accessing extender.linksys.com, selecting Access Point mode).
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the device as out-of-warranty and offered paid support and escalation, but did not provide full best-effort troubleshooting (e.g., guiding through Access Point mode setup) before defaulting to escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent asked relevant questions (model, serial, wired connection), but failed to logically progress from symptom (‘too far from Wi-Fi’) to root cause (likely incorrect mode selection or setup flow).
T2 Met Appropriate tools / resources used conf 95%
Agent used internal warranty lookup tool to verify device status, which was appropriate and necessary given the OOW claim; no further tools were required.
T3 Met No misinformation conf 95%
Agent correctly distinguished WPS button from reset button and advised on power cycling; no technically inaccurate information was provided.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to maintain control by requesting information and offering escalation, but long silences, repeated requests, and lack of clear structure disrupted flow.
C2 Partially Met Confirmed understanding conf 80%
Agent used some plain language and responded to customer frustration, but relied on scripted phrases and did not consistently adapt tone or confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent attempted to handle the case and escalated only after limited troubleshooting; however, they remained engaged and coordinated the callback, showing some ownership.
O2 Met Proactive follow-through conf 90%
Agent set a clear callback time (10:00 am) and explained the escalation process, including timing expectations.
O3 Not Met Closure confirmation conf 95%
Agent repeatedly asked for the same serial number and model despite prior provision, indicating failure to review or reference earlier input.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation was appropriate given the unresolved setup issue and customer’s urgency; agent did not avoid difficulty but sought higher-level support.
E2 Met Escalation prep & handoff conf 90%
Agent informed the customer of the escalation, provided a name (Albert), and gave a callback window (1–3 hours), meeting execution standards.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized and acknowledged the situation, but responses remained transactional and lacked personalized empathy for the customer’s distress.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted slightly by simplifying some responses, but repeated instructions without checking comprehension and missed cues to accelerate.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number, model, and purchase details multiple times; agent failed to reduce effort by recording or referencing prior inputs.
Call Transcript55 turns · 60 lines
Speaker 1
thank you I just I just now got this lynx is out and
00:00
Speaker 2
for out of warranty product paid support option maybe available depending on the issue I thank you for calling on lync is technical support this is on key duties or today for assistance press one now for out of warranty priority paid support maybe available please have your devices still on her contact information ready if unavailable kindly call back later for out of warranty product paid support option maybe available depending on the issue I thank you for calling on lync is technical support this is on key duties or today
00:00
Speaker 1
All set up and it's telling me when I try to set it up that the extender is too far away from the Wi-Fi, which is ridiculous because I'm not even using it wirelessly. I got it hard wired with an Ethernet cord. Say again. Oh no, this is a new one. This is like number seven. I've gone through seven of these. They're getting really hard to find.
01:00
Speaker 2
Sure, if I may ask, is this the first time you are going to set up the extender or it was working fine before? What's this what's the product's model number?
01:00
Speaker 1
Yes. Um what the hell? I just took a picture of it and now I can't even find it in my uh... Hold on a minute. I don't know. I'll be where I can read it in about 10 seconds. Uh oh, see while I'm walking I'll tell you. I got uh, I got a uh, Wi-Fi in my building. And it I got a hard ethernet cord coming from it to the
02:00
Speaker 2
Is it R-E-6-4-00? Can you provide to me what's the serial number for this device, please? [silence]
02:00
Speaker 1
and uh you know I don't understand why they can't see that Yep. Yep. To the to the Modem. Yeah. uh Okay. So am it's worked for six other ones. So it doesn't really matter how many feet it is. Um I don't Probably about 80 feet. That's right. 80. Did you hear me say 80 feet? Yes.
03:00
Speaker 2
So this extender sir. The extender sir is connected hardware to your modem directly? Or to you? So how many feet is this? Like I was just confirming, sir. How far is this extender to the modem? Since you mentioned it is connected wired. 80 feet and this is hard word yes sir 80.
03:00
Speaker 1
Okay. I'm all way back out here where the thing's located, so I'm gonna have to sit still until you tell me what to do next. What's the plan now? You want those numbers? Okay. Serial number is one eight G, as in Golf, 1 0 P as in Papa 0 4 2 0 6 1 1 1 5. Here's for the hold on just a minute. I'm gonna take a better pitcher of this number on the back. my thumb was blocking part of the numbers. [silence]
04:00
Speaker 2
too far. Uh, yeah, it was good for meaning what serial number. great. You just recently purchased this extender, sir?
04:00
Speaker 1
Okay. Say it again, ma'am. I wouldn't say recently, but I just now peeled the protective cover off the front and never use it before. I can't be without Wi-Fi. So when the first couple of these failed, I went ahead and bought up as many of them as I could. One more time. It's only has to work for another three weeks and then I won't be here no more. So, I don't know what you're saying, but but but I don't really want to hear about other ways of doing it. How can I set it up? [silence] Um. [silence]
05:00
Speaker 2
You just recently purchased the extender, sir. Can you, uh, would you not consider, sir, having a mesh system? Not an extender? Did you not try to consider having a mesh system instead of having an extender? Okay, alright. Okay, not a problem, sir. Can you double check for me, sir, what the serial number for the device is? Because I cannot see it. [silence] I cannot. I have no idea.
05:00
Speaker 1
I don't know. I don't know. I don't know. What do you mean it's out of warranty? I just I haven't even used it yet. What do you mean it's out of warranty? I just I haven't even used it yet. In addition, I'm afraid people could be unkind to me. Out of pocket. I just I haven't even used it yet. Yeah. [silence] Should have told you before you opened it [silence] I know you just opened it. Out of warranty. [silence] See you next Tuesday.
06:00
Speaker 2
I see it here in the system. Can you double check the serial number? Because I cannot see it here in my end, sir. When did you purchase this device, sir? All right. So if if that's the case, sir, just like to set proper expectation. Range extender that you have is already out of warranty. Now for out of warranty devices, we no longer provide technical assistance. So, if I know that
06:00
Speaker 1
What? Well, you still... Come on Ma'am. You know how time... You have no idea what kind of bind I'm in right now. Okay, fine. Oh my God. You know what,
07:00
Speaker 2
For, out of warranty devices, we no longer provide free technical assistance. However, if you insist, we can still provide you 1-time phone support lasting only for [REDACTED_PAYMENT_DIGITS] minutes and there will be a fee for that, and that's [REDACTED_PAYMENT_DIGITS] dollars. $[REDACTED_PAYMENT_DIGITS] If by chance you right, so sir, if you wanted to avail of $[REDACTED_PAYMENT_DIGITS] paid support, that's a heads up, okay, before we extract the payment. So, we cannot guarantee
07:00
Speaker 1
It's going to take longer to do that shit than it is for you to just answer my question. I bought and paid for this thing. How the hell could I be out of warranty? Oh my fucking god. Let me walk back into my. No, because I can't, I don't have wi-fi to pull it up on my computer. Let me talk to your supervisor. There's there's something very wrong about this. I just opened the box to use it new. [silence]
08:00
Speaker 2
do you have a copy of the receipts here so i can validate the warranty period of your device now is there uh, as mentioned uh earlier i can provide you one time call support good for 60 minutes but there will be a fee for that and that's $15. Because sir just would like to set proper expectation your no uh your extender all right sure got it sir then J'ai la délicatesse et l'élégance d'une vache
08:00
Speaker 1
Hello. I bought a new I bought a new Wi-Fi. I just peeled this film off the front of it. It it's telling me that I'm too far away from my Wi-Fi router when when it don't matter because I got a ethernet cord between them. So I called to find out you know what's going wrong with the setup? And she's telling me that I have a new Wi-Fi that's out of warranty.
13:00
Speaker 2
uh hmm yeah what's the model of your device I may I ask
13:00
Speaker 1
Hold on. I have a serial number in a Mac address and there's a number underneath that. But it doesn't say model. Oh, I know what you're asking. RE 6400. RE. Might I might I say that I've been on this phone call for 15 minutes. It wouldn't took that long if y'all just stop trying to fuck your customers and help me. There are in Steingram. I'll have you know that I bought about seven of these things. You don't have a more loyal customer than me. And this is no way to treat me.
14:00
Speaker 2
AE-6400, did I get that right? R-E-G-H I really do apologize. May I ask, uh, who am I speaking with, sir? Uh, Aaron. Again, can you repeat your last name, sir? [silence]
14:00
Speaker 1
[DOWNWEIGHT] Stienspring and the first name's Darren. I found and took a snapshot of the day I bought it and the receipt from where I bought it. [silence] I bought it from simple cell. [silence] It's an electronic store. And I bought it on uh, shit. Why do you you say that? Hold on. I took two pictures. [silence]
15:00
Speaker 2
Ah, Darren. I'm sorry. OK. Where did you purchase the device, sir? OK. And can you help me with the serial number, please? [silence]
15:00
Speaker 1
I, I ain't had it that long, so it's, I bought it, it was, I don't, it don't say when I bought it, it said it was delivered on September 29th of last year, 2005, or 2025. Now, the serial number, Hold on. Serial number one eight G as in Gulf one zero P as in Papa Z four six. I'm sorry, zero four six one one five one eight. No, no, no, no, no, no, no. 18 G as in Golf. one zero
16:00
Speaker 2
Second General Fund. Mm mm Yeah, go ahead. Okay. That's one. The number a G for gol fall one zero PA father, Papa, zero.
16:00
Speaker 1
how, freeze and pop a, 0 4 6, 1 1 5, 1 8, [silence]
17:00
Speaker 2
Okay, got it.
17:00
Speaker 1
Yeah. Give me your email. diagnostic, tune, t-u-n-e, AT, gmail.
18:00
Speaker 2
Okay, Darian. I'm sorry, K. I'm actually, yeah, our system actually showing this device is already out of warranty. Now, since you only purchased this one recently, we may need to validate the the receipt for us to be able to dispute the out of warranty of this device. Um, sir, is there any way you can send me a copy of that receipt? I'll send you an email, please send my way. Yeah, how about like this. Uh, let me, um, uh, let me have your email address, sir. Okay, so that I can send you an email. You can only just attach and reply. [silence] Okay, let me repeat, sir.
18:00
Speaker 1
V - U - N - E. Like, "Tune up your car. A - U - N - E." Oh. Eight-five-zero, eight-three-two, 6603. Yes. [silence] Yeah, I got it. [silence] OK, coming to you. Sending and now sent. [silence] Al has been 25 minutes since I've since you guys answered the phone. You really think it would have took this long to help me instead of taking this long to cheat somebody out of their warranty? Well, I never
19:00
Speaker 2
yeah okay let me check my hand [silence] I really do apologize sir, but it's always been part of our standard procedure that
25:00
Speaker 1
You got the Pirow number. I never ever, uh, registered it before, and nobody else has either. You know, uh, two minutes ago. Do you have it?
26:00
Speaker 2
Mhm yeah actually I I I read I already got your um uh your email and thank you very much
26:00
Speaker 1
I have no idea what you're saying. Can you help me get this thing set up? Well, I've got a problem with that because I couldn't understand the other person, but I understand you. So how long could it take?
27:00
Speaker 2
Much for sharing that our order details. Um, yeah. Yeah. Uh, for this device uh Darren, okay. I'm sorry. Yeah. Would it please um um it's always been um uh part of our policy, sir, that the device must need to be isolated for us to be able to to help you, okay? Um, that is why our uh technical uh representative is, uh, trying to uh, to ask those information for her, to be able to proceed with the uh support. Okay? So, now, if you may, um, yeah, if uh, yeah, through that sir, okay? I will let the previous representative to help you, okay? And uh, proceed with the troubleshooting, all right? Will provide uh support.
27:00
Speaker 1
I don't need to escalate. I need to talk to somebody who speaks English that I can understand like you're like you and cannot you just put me on the phone with somebody? I got to get this done two. Two hours ago. So so only level two knows how to speak, is good at transcribing. [silence]
28:00
Speaker 2
Yeah, yeah, for that, I really do apologize, but I may need to escalate your case instead to our level two, for them to help with them. Yeah. Yeah, that is why I need to escalate your case to the level two to make sure you've been taken cared of. Now, the escalation, it may, it may take two to three hours for that, for them to be able to call you back or maybe an hour. Let me check, sir. Okay? But unfortunately, our level two is still engaged on a call.
28:00
Speaker 1
english is you? Oh my God. Sir. Sir, you picture in your head that I'm sitting in a nice cool air conditioning place. I'm not. I'm outside up next to a building where this is mounted, I don't want to sit out here for two hours. You're going to get somebody on the phone now? Is that what you're saying? I'll hold. What's your name? What's your name in case we get disconnected.
29:00
Speaker 2
Yes, sir. [silence] Yes, but don't worry, okay, if if if someone will be available in a less than an hour, then uh they will be going to call you right away. [silence] Okay, uh if a if if uh Yeah, if if that's the case, then um, yeah, uh please uh kindly uh kindly give uh the previous representative a chance, okay, to help you then. [silence] Yes, sir. [silence] Okay then. [silence] All right, okay, so uh just stay in the line, okay? [silence] Yeah.
29:00
Speaker 1
Albert, uh, in, in what, me in what department? I'll get disconnected and then I'll say, I already had this verified by Albert and they'll say, who's Albert? We or you? Yes. I'm holding. [silence]
30:00
Speaker 2
[KEEP_UNCERTAIN] My name is Albert Darren. Yeah, customer service. Yeah. If get, get disconnected, we will going to call you back. Rest assured, okay? Yeah, uh, someone will going to call you back if you get disconnected. Okay, but, uh, since like, you want to, uh, to be, uh, assisted right away, so just stay in the line, okay? I'll look for somebody, okay? Okay, hold on Darren, okay? I'll be right back.
30:00
Speaker 1
[silence] Yeah, I'm here. [silence] Yeah, 30 minutes ago. Now it's about to downpour on me.
37:00
Speaker 2
Hi, this is Paolo from Linksys technical support. Hello, sir. Oh, hi, this is Paolo, one of the senior technicians. I believe you need assistance for the range extender. I see. [silence]
37:00
Speaker 1
I got I got storm clouds moving in on me and what I'm doing I'm doing outside okay um so we need to do this kind of fast do I need it's it's been an hour since I plugged the linksys in do I need to unplug it and plug it back in it's flashing orange uh oh so I'm not sure what to do. [silence] No, I don't need to. I have an internet cord going from the router all the way to the linksys extender. Hardwired. all the way. [silence] Well, I know. [silence] Linksys? [silence] I got you. [silence]
38:00
Speaker 2
Um gotcha. Sir, uh yeah, uh first thing I uh first of all, um before we do any of that, okay. Okay. Darren, um I know there's a uh uh storm cloud right there, okay. But is it okay if we bring first that range extender to the location of your wireless router? Sure. I see. Just hardwire. Okay. Now, let me just check the model number sir, okay. One moment.
38:00
Speaker 1
Yes. you want to unplug it and plug it back in? It's flashing orange right now. It doesn't mean it's ready to be set up. brain's exhausted. I don't have anything to push that little button. I'm out in the field.
39:00
Speaker 2
Now, if we're going to go that route, yeah, we can try that, okay? Uh, let's go ahead, um, reset the range extender first. Uh, no, sir, uh, we need to push that button underneath the range extender. Uh, no, sir, it has to go back to its default settings. Once you reset that one, and then it's going to give us two options right there. Uh, are we going to be setting up as an access point, or we're going to set it up as a range extender. Right now, if it's blinking, yeah, right now, if it's blinking, like you're telling me, the extender, uh, or, I understand sir.
39:00
Speaker 1
There's a button above it. It has two arrows going around in circle. Would that do the same thing? [silence] No, sir. That little hole where you push a wire in, it right above it is a button that's got arrows going in a circle. Isn't that the same as the reset button? Yes or no. Okay. Let me go find a little piece of wire then. Hold on. [silence]
40:00
Speaker 2
Uh, no, sir. That is called WPS. It's a Wi-Fi protected setup. It's the one way of connecting a wireless device by pushing that. The reset button really is the uh the one with the word reset or a red button, kinda tiny. No, sir. That's a WPS. Okay. Ugh. Uh.
40:00
Speaker 1
[Narrator] Can I do the same thing by just unplugging it and plugging it back in? okay. okay. hold on I'm still looking for something small like that. how long does it need to be? no no no how long does the piece of wire have to be? never mind. I'm still looking for something to push it. that's what I'm calling a wire like a paper clip you know [silence]
41:00
Speaker 2
No, so that's what we call power cycle. If you do that, it's just rebooting the device. Make it 30 second or the standard is 50 seconds. But I'm sorry, what wire you're talking about? You're talking about the ethernet cable?
42:00
Speaker 1
How long does it have to be? Oh, my God. We're going around circles, man. I already told you. It's not what I'm talking about. I just told you. Paperclip. How long does the damn paperclip have to be? I just, I just, just forget it, man. Forget it. We're never going to communicate. I found something that's plenty long enough so I don't have to ask you how long it needs to be. Yeah, that was, that was the answer I've been looking for for a while. But it don't matter now, because I've already found it. Now, did Albert talk to you? [silence] All right, can you put a note with my serial number? So when I call back in tomorrow, somebody knows that I'm still in warranty, because it's just now starting to do little rain drops. Yeah, it's raining now. Yeah, I do that. Thank you. What time? Let's say, let's say, like, 10:00 in the morning
43:00
Speaker 2
yes sir we did if you I can process a call back tomorrow Darren if that's the case would you like me to all right is there yeah that's I'm about to ask that what is the best time to reach you sir 10 10 o'clock okay I'm not going to be around at that time sir
44:00
Speaker 1
Yeah, that'll work. Thank you. Okay, I need five hands here.
45:00