V2 Rubric Detail — 8589bd74-65b1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 16:20
Duration
7m 27s
Contact
Kevin Haggerty
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133124
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_RE7000
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.21/5
Overall70.7% (+14.7)

V2 Grader Summary

The agent provided technically accurate troubleshooting for an out-of-warranty extender with a blinking yellow LED, correctly instructing a 20-second reset and offering appropriate support options. However, the issue was not resolved during the call, and while ownership was maintained, the lack of a clearly defined follow-up timeline resulted in an Ownership Gap outcome.

V1 Case Analysis

Customer unable to complete range extender setup (blinking orange). Agent confirmed expired warranty, offered $15 paid support or free email guide. Provided incorrect 20-second reset instruction (KB: 10 seconds) and no complete setup steps. Customer declined both options.

Troubleshooting Steps
  • Collected customer name and created support record
  • Confirmed warranty status as expired
  • Offered paid support and free email guide
  • Provided incorrect reset instruction (20 seconds)
Key Observations
  • Agent provided incorrect reset duration (20 seconds vs KB-recommended 10 seconds) [ACCURACY ERROR]
  • No complete setup guidance provided after reset (temporary SSID, web UI access, Wi-Fi credentials)
  • Warranty status stated but not verified via system lookup
  • No model number collected, critical for precise extender troubleshooting
  • Agent failed to confirm customer's ability to access extender's web interface
Positive Highlights
  • Collected customer name and created support record
  • Clearly communicated warranty status and set expectations
  • Offered both paid support and free email guide as alternatives
  • Maintained professional tone throughout
Agent Errors / Gaps
  • Incorrect reset instruction: 20 seconds (KB standard is 10 seconds for most Linksys extenders) [04:00-05:00] [ACCURACY ERROR]
  • Failed to provide complete setup guidance after reset (temporary SSID, web UI at http://extender.linksys.com, Wi-Fi credentials entry) [KB REF: universal_range_extender_setup.md]
  • Did not confirm whether reset resolved the issue or if customer could proceed with setup
  • Did not collect extender model number, required for precise troubleshooting
  • Prematurely shifted to paid support discussion before completing basic triage

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer still has blinking yellow light and no successful setup after the call; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent instructed a 20-second reset, but did not verify if it worked or guide through post-reset steps like reconnecting to setup network or accessing extender.linksys.com.
R3 Met Correct resolution path conf 96%
Agent correctly identified OOW status and offered appropriate options: paid support or free email guide — aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified blinking yellow LED and asked about ISP and prior use, but did not diagnose WPS failure context or confirm extender model to verify WPS support.
T2 Met Appropriate tools / resources used conf 97%
Issue was basic reset troubleshooting; no advanced tools (logs, remote access) were needed or expected for this OOW device.
T3 Met No misinformation conf 98%
Agent correctly stated 20-second reset (within KB 10–20 sec range) and accurately conveyed warranty status and support options.
Communication
C1 Met Clear & professional language conf 95%
Agent collected necessary info, explained next steps clearly, and maintained control despite customer’s fragmented speech.
C2 Met Confirmed understanding conf 94%
Agent used simple, clear language and responded directly to customer’s questions without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a new case record, acknowledged prior support, and did not transfer — fully owned the interaction.
O2 Partially Met Proactive follow-through conf 91%
Agent said 'give me just three minutes' and 'refresh your email after our call' — implied but did not specify exact timing or confirm receipt expectation.
O3 Met Closure confirmation conf 92%
Agent referenced the customer’s prior support call over a year ago and built continuity by creating a new record based on history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this out-of-warranty, reset-type issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but did not explicitly acknowledge customer’s frustration or effort in repeated troubleshooting attempts.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a steady pace but did not adapt tone or speed to match the customer’s hesitant, interrupted delivery.
X3 Met Overall experience conf 94%
Agent avoided repetition, collected required info once, and provided a concise, actionable reset instruction.
Call Transcript12 turns · 14 lines
Speaker 1
Hi, yes, I have a, um, my Wi-fi extender, um, and it's, I'm not able to, uh, it just, the yellow light just keeps blinking, and I tried the WPS, ya, you know,
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, please have your devices 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 technical support. This is Rio. How can I assist you for today? [silence]
00:00
Speaker 1
You know, button, and button on the router and this unit. And I also went online you know, trying to reset my, um, um, you know, trying to reset it. You know, put password in and everything and you know, doing the setup all over again and it's just not setting up. Done? Is there any, a trick? Is there anybody could walk me through how to properly set up the, the Linksys, um, uh, Wi-Fi extender? Because this is blinking orange. I can't get it to go solid green. I have, um, my Wi-Fi worked in the house but I don't know why it's not reading my Wi-Fi. It's, uh, two feet. It's [silence] Thank you. Sure. Uh, uh, 18X, 10.
01:00
Speaker 2
Okay. Let me when you tried to set up the device, our how far is this from your modem? Okay. All right. Can you confirm to me, sir? What's the serial number? Your extender, please. Let me confirm, sir. Did you use it did you use this extender before already or it's the first time to use it. [silence] Okay, got it. Uh sir, can you confirm to me sir, if uh for this device, who's your internet service provider?
01:00
Speaker 1
no, I've called you guys before you guys have helped me 'set it up before. you kind of somebody walk me through and it worked fine I got couldn't do it online and somebody help you know somebody walked me through and I was able to get it, you know working again. no it was more than a year ago. okay. it's Kevin Haggerty K-E-V-I-N Haggerty H-A-G-G-E-R-T-Y. it's K for Kevin, K Haggerty that's H-A-G-G-E-R-T-Y, 9
03:00
Speaker 2
Thank you. Thank you. Is this the first time also you called linksys or is this more than a year ago or is this just recently? Did you call us more than a year ago or just recently? All right. Let me create a record first for you because we we no longer have a record for you if if you called more than a year ago, okay? May I have your first name and last name, please? And the email address you're using.
03:00
Speaker 1
Yep. Oh, the reset button for the- how long do I hold it in? I did.
04:00
Speaker 2
you give me just three minutes, let me just fill in everything first in the system. Thank you. Setup, device for reconf. Did you try to reset the extender here? Like hold and press reset button. Okay. Yep. Before you- well, before- before you are going to reset all of your device, you need to reset the device first. So by resetting it, you need to hold and press the reset button for at least 20 seconds.
04:00
Speaker 1
Oh, okay. I never. Okay, I didn't do 20 seconds. I just pushed it one time. So all right, I'll hold it for 20 seconds. Maybe that was my issue. All right, I'm doing it now. Okay. That'd be perfect. Yeah. Yeah, let's do that.
05:00
Speaker 2
Is that what you've done earlier? [silence] Now, sir, I was able to create a record for you in the system. However, based on the records here, the warranty of your product has already been expired and just to set proper expectation that we no longer provide free technical assistance for out-of-warmty devices. [silence] Uh, however, if you insist, we can still provide you one time phone support lasting only for 60 minutes, but there would be a fee for that and that's $15. [silence] Now, if you don't want to pay $15, it's still okay. What I can do for you is I can only send you an email for free with a troubleshooting guide that you need to follow on your own so that you could be able to reset up your whole system for your extender. That's for free. [silence] So which one do you prefer? [silence] Okay. [silence] Mmm. Again, let me confirm your email address.
05:00
Speaker 1
nope. no. no. Hagg e, is it Edward? E-R-TY. If I do the reset button for 20 seconds, should I do the try the WPS button on my Wi-Fi and this unit? Or do I have to, you know, try and read my Wi-Fi again? Okay. and that's what you're sending me. Okay. Nope, that's it. Thanks for your help. and have a good day, bye.
06:00
Speaker 2
Yep. So I was able to, I was able to make changes with your email here, so after our call, sir, give me just three minutes and you can refresh your email after our call, okay? All right. Anything else, sir, besides this? All right. You have a nice day ahead, sir. Bye-bye for now.
07:00