V2 Rubric Detail — 87c1be64-7efe-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 21:05
Duration
13m 23s
Contact
619-246-9157
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#EOS00136975
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6300_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall89.6% (+33.6)

V2 Grader Summary

The agent successfully guided the customer through a factory reset and confirmed the extender was broadcasting its setup network, achieving meaningful progress for an end-of-support device. Technical accuracy was partially met due to incorrect LED color description (green vs orange) and reset duration. The interaction resulted in a partial resolution as final internet connectivity was not confirmed on the call.

V1 Case Analysis

Customer unable to set up RE6300 range extender (out of warranty). Instructed to perform a reset (~30 sec) and connect to 'Linksys Extender Setup-XXXXX' Wi-Fi. Customer confirmed seeing the setup network and began setup. Agent promised email with instructions but did not provide setup URL or verify internet access.

Troubleshooting Steps
  • Confirmed model number (RE6300).
  • Instructed customer to perform a hardware reset using a paperclip (~30 sec hold).
  • Advised customer to look for the default 'Linksys Extender Setup' SSID after reset.
  • Confirmed customer could see and connect to the setup network.
  • Explained the setup flow and advised verifying internet on the '_EXT' network before relocating.
Key Observations
  • Agent correctly identified the device model (RE6300) and its out-of-warranty status.
  • Reset instruction duration (~30 seconds) exceeded the KB-recommended 10-20 seconds for RE series extenders.
  • Agent failed to provide the correct setup URL (https://extender.linksys.com or http://192.168.1.1) despite the customer being connected to the setup network.
  • Customer confirmed seeing the setup network and beginning the setup process, indicating partial progress.
  • No verification of successful internet access was obtained before ending the call.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Correctly identified the device model (RE6300) and confirmed it was out of warranty.
  • Guided the customer through a factory reset and confirmed the setup Wi-Fi network appeared.
  • Advised verifying internet on the '_EXT' network before moving the extender, aligning with best practices.
  • Offered to email step-by-step instructions, providing self-help support for an out-of-warranty device.
Agent Errors / Gaps
  • Advised a ~30-second reset hold time, which exceeds the KB-recommended 10-20 seconds for RE series extenders (universal_factory_reset.md).
  • Failed to provide the correct setup URL (https://extender.linksys.com) or IP address (http://192.168.1.1) for the RE6300, despite the customer being connected to the setup network (universal_range_extender_setup.md).
  • Did not confirm that the extender successfully joined the main network or provided internet access before ending the call.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed extender broadcasted setup SSID and guided customer to begin setup, but did not verify completion or internet access through extended network.
R2 Met Diagnostic thoroughness conf 94%
Agent performed factory reset, verified LED behavior post-reset, confirmed setup SSID visibility, and guided customer to connect and start setup — logical troubleshooting sequence appropriate to issue.
R3 Met Correct resolution path conf 93%
Agent correctly identified RE6300 as end-of-support, provided actionable troubleshooting (reset, connect to setup network), and committed to sending detailed setup instructions — fulfilling OOW best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent identified symptom (extender not connecting), verified device status via reset and LED check, confirmed setup SSID broadcasting, and directed next steps — demonstrating logical diagnostic process.
T2 Met Appropriate tools / resources used conf 98%
Issue required only basic on-device diagnostics (reset, visual LED check, Wi-Fi scan); no advanced tools necessary, and agent used appropriate methods for scenario.
T3 Partially Met No misinformation conf 95%
Agent correctly instructed reset and connection to setup network, but described LED as 'flashing green' when KB specifies blinking orange; also instructed 30-second reset when KB says 10+ seconds — minor inaccuracies.
Communication
C1 Met Clear & professional language conf 96%
Agent opened call professionally, collected required information, maintained control during silence gaps, guided customer through steps, and closed with clear next actions.
C2 Met Confirmed understanding conf 95%
Agent used simple language, confirmed understanding of email spelling, adapted pacing to customer’s pauses, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent created a case ticket, stayed on the line throughout, did not transfer, and took ownership by committing to send follow-up instructions.
O2 Met Proactive follow-through conf 96%
Agent clearly stated an email with step-by-step setup instructions would be sent and explained when and how to move the extender after successful setup.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with best-effort support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 91%
Agent remained courteous and patient despite customer silence and repetition, acknowledged effort ('you've tried everything'), and closed warmly — demonstrating empathy and professionalism.
X2 Met Tone & rapport conf 94%
Agent matched the customer’s pace, allowed time for movement, used reassuring tone, and checked in after delays — maintaining engagement effectively.
X3 Met Overall experience conf 90%
Agent minimized future effort by committing to send detailed setup instructions; while email spelling was repeated, it was necessary for accuracy and done collaboratively.
Call Transcript24 turns · 26 lines
Speaker 1
Come back in here. Yes. I've been trying to use this Wi-Fi extender and for whatever reason, I can't get it to work. What? No, it's not working, ever since I bought it.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Linksys. How can I help? Was that working, before, man, for your Wi-Fi extender? Was it working, before? [silence] When did you purchase the extender? [silence] let me just double check though. Can I have the serial number? Thank you so much. And who is your internet service provider? The model number, ma'am, is the RE6300, right?
00:00
Speaker 1
Where do I find the model number? Oh, below the serial number I have the mac address and then 250. Oh no model number, there it is. I see it. It's R-E-6-3-0-0. Yeah. Uh, U-all. Uh, I'm not sure which one. I think it's the rot.
02:00
Speaker 2
RA6.300, that is the model number, correct? Um, at the back, where you found, uh, where you actually found the serial number. Mhm, okay. All right. And then this is your first time calling Linksys? Okay. Let me create a case ticket first, ma'am, for documentation purposes. Can I have an email address? [silence]
02:00
Speaker 1
I don't want to get junk mail. Use uh FreeSpirit. F-R-E-E. Actually no. I just use my regular email. I'll block their junk mail. It's G-I-T-U-M-A-P @gmail.com. T-U. T for Tom. U from umbrella. A. M as in Mary. A. Z in apple. P for Paul. Correct. Correct.
03:00
Speaker 2
Sorry. G-I-U... Mm-hmm. So at gmail.com, right? So what I have is G for George, I for India, T for Tom, U for Uniform, M for Mike, A for Alpha, P for Paul at gmail.com. Okay. And first name and last name.
03:00
Speaker 1
PUMA. Yes. Everything I could find on YouTube. Uh, plugging it in, getting close to the modem. Uh, letting it flash orange and then nothing happened after. I don't even see it appear on my Wi-Fi link or my Wi-Fi connections. No. No.
04:00
Speaker 2
[silence] And this is the best callback number in case the call [silence] This is connected. [silence] And what have you tried so far man for the extender? [silence] Okay, but can you still see the Linksis extender setup Wi-Fi name? [silence] You can see the [silence] Linksis extender setup name on the Wi-Fi list?
04:00
Speaker 1
do you want me to get close to the router. Okay, give me a second. One second. Second. Are you still there. Oh, okay. [silence]
05:00
Speaker 2
Because you have to, let's just do a hardware check first for this one. Do you have a push pin or a paper clip? Because that you have to do that one. I'm still here my miss.
05:00
Speaker 1
So, I have it plugged in. wait a minute. okay. right now it's flashing green. do I need to press anything? okay. low button on the side. okay.
06:00
Speaker 2
Okay, Give it some time. Give it some time, at least three minutes. Okay. We'll do a hardware check after that one, since you just plugged it in. later, ma'am. I will let you press the reset button just grab a push pin or a paper clip for now while we are waiting. Okay. Okay. So on the left side panel or on the right side panel, mom, you have a reset pinhole. You have to press and hold that reset button for 30 seconds. Well, the extender is plugged in. Okay.
06:00
Speaker 1
Now it's gone back to green. All right. I'm still pressing, right? Okay. I'm still pressing. [silence] Okay. I do. Okay.
08:00
Speaker 2
Give it some time. You're still within the. Yes. You have to still press the reset button. You can let go now. And then let's give it, okay. And then let's give it time to recover at least two minutes.
08:00
Speaker 1
I feel. I feel. Yeah, Xtender set up 5B9 before, boy.
09:00
Speaker 2
All right, and then I need you to go to your Wi-Fi settings, ma'am, on your phone or on the device that you have available that has the Wi-Fi. Check if you can see on the list the Linksys extender setup name. You can see it on the list. Linksys extender setup 5C91913. Before boy, okay. So that means that that is actually working, ma'am. So as for this one. You just need to connect your
09:00
Speaker 1
All right. Yeah. So I did click on it and said start.
10:00
Speaker 2
Connect to that Wi-Fi name and then set it up so it will associate with your main Wi-Fi. You need to follow setup prompts to connect it to your main Wi-Fi network. As for this one, just like to give you a heads up, the device is actually showing as out of warranty and then based also on our system, the device is ready part of our end of support products, which means that we no longer support the unit for troubleshooting over the phone. However, what I can do is that since you can see the Linksys Extender setup Wi-Fi name right now, so that means that the extender is still working. I can send you an email step-by-step that you can follow, so you can set it up connected to your main Wi-Fi. Okay.
10:00
Speaker 1
[ StartUp, is that where I go? ] Yeah. [ Silence ] I'm wondering, once I get this set up, can I unplug it and say to my office where it's closer to my device rather than because we share, because the router is also in my husband's office but I have a different office so if I unplug this with it I'll do everything I've done before. [ Silence ]
11:00
Speaker 2
Um, yes, you got the start setup page. Uh, yeah, that's actually what you have to click start setup and then it will provide you options to follow on how you can connect your extender to your main Wi-Fi. So just follow that prompts and then... Yes, after after you have successfully set it up, the extender will actually prompt you to move the extender.
11:00
Speaker 1
Okay. All right. Yeah. All right. Thank you so much, because right now, I'm connecting to the right Wi-Fi. And so, right now, it's just buffering to connect.
12:00
Speaker 2
So you will have that option. So once you're totally completed the setup, then um finish all the setup first before you move it. So you just need to unplug. So you just, so once you're done with the setup, ma'am the Wi will end as the underscore EXT. So you just have to connect to that one first. Try to connect on that WiFi name before you move the extender to your preferred location to make sure that you're done with the setup, and then you're able to get internet connection with the Wi name, and then if you can and then if you can get internet, then move it to your preferred location. But I'll still be sending you the email. So at least you have reference for future use, okay? Okay. Yeah, just just make sure that you that's your current WiFi. You're connecting right now. So with that Wi name, just make sure that you're able to get internet before you move it so you know that your WiFi, the EXT is connected properly and that is your current WiFi that you can use. After that, we can now proceed to move it so you just need to um pull up or unplug the extender from the power outlet, check. And since it will be using the same ESSID, just make sure that your device connected to the WiFi EXT before you unplug it or move it. Alright, make sure you read the manual that I sent you so you could reference it later on. Okay, okay. Alright? [silence]
12:00
Speaker 1
Thank you so much. I appreciate your help. You too. Thank you.
13:00
Speaker 2
Yeah, just follow the prompts, just follow the prompts that you have on the screen, finish the setup, then you're good to go. You're welcome, and thank you as well for taking the time calling Linksys. Have a great day there, okay? Take care. Bye-bye. [silence]
13:00