V2 Rubric Detail — 897179c8-6664-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 13:42
Duration
8m 16s
Contact
Christopher Belcher
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133227
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall72.4% (+16.4)

V2 Grader Summary

The agent correctly diagnosed that the RE7350 extender needed reconfiguration after the router reset and committed to sending the user guide, demonstrating technical accuracy and ownership. However, no direct troubleshooting or resolution verification was performed, leaving the fix unconfirmed. This constitutes progress but not full resolution.

V1 Case Analysis

Customer sees "no internet" on router Wi-Fi after network re-setup; RE7350 extender likely still configured to old SSID. Advised to reset and re-configure extender; user guide to be emailed.

Troubleshooting Steps
  • Identified that the range extender still had the old network configuration.
  • Requested and recorded the extender model number (RE7350).
  • Advised that the extender needs to be reset and re-configured.
Key Observations
  • Customer was confused between the router and the range extender, leading to mixed statements.
  • Agent did not verify whether the router itself had internet before focusing on the extender.
  • No warranty, serial number, or case number was collected; not required for a simple extender reset but a missed protocol opportunity.
  • Agent ended the call without confirming the outcome, leaving resolution unverified.
Positive Highlights
  • Asked for and recorded the exact extender model number (RE7350) at transcript [05:00]–[06:00], enabling correct documentation.
  • Captured the customer's email address and promised to send the appropriate user guide (transcript [06:00]–[07:00]).
  • Maintained a polite and clear tone throughout the call.
  • Correctly diagnosed the root cause: extender still pointing to old network post-reconfiguration (transcript [04:00]).
Agent Errors / Gaps
  • Did not confirm router WAN connectivity before recommending extender reset (transcript [00:00]–[02:00] shows customer reporting no internet on main Wi-Fi).
  • Did not provide concrete reset instructions (e.g., hold reset button 10 seconds) despite customer uncertainty about procedure (transcript [05:00]).
  • Did not verify the fix after the suggested action, leaving the issue unconfirmed (no validation at call end [07:00]).
  • Failed to close the loop operationally — no confirmation that the router regained internet or that the extender was successfully reconnected.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent identified the likely cause (extender using old config) and initiated a path forward (sending user guide for RE7350), but did not confirm resolution of the 'no internet' issue on the main router or verify extender reconnection.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent inferred the extender needed reconfiguration after router reboot and advised reset, which is a relevant troubleshooting step; however, no direct diagnostics (e.g., checking router status, extender signal, or web interface) were performed.
R3 Met Correct resolution path conf 98%
Agent correctly determined that the RE7350 extender required reconfiguration post-router reset and offered the appropriate user guide, aligning with KB guidance for this scenario.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (no internet on main SSID, extender working) and deduced the extender was still on old settings, but did not ask targeted questions about recent changes or test connectivity directly.
T2 Partially Met Appropriate tools / resources used conf 89%
No remote tools or web interface checks were used, but the issue (extender misconfiguration after router reset) is commonly resolvable via KB guidance without tool use; agent relied on logical inference rather than unsupported assumptions.
T3 Met No misinformation conf 97%
Advice to reset and reconfigure the RE7350 extender matches universal_range_extender_setup.md, and offering the user guide is technically accurate and appropriate.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained conversation flow and confirmed understanding, but did not set clear expectations at the start or explicitly frame the troubleshooting approach.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed model number and email, and adapted to customer’s pace without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, and committed to sending the user guide, following through before call end.
O2 Met Proactive follow-through conf 97%
Agent provided a specific next step (email within five minutes) and verified the customer’s email address to ensure delivery.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this appears to be the first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was within L1 scope and being addressed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and professional but did not explicitly acknowledge customer frustration or prior failed attempt with another agent.
X2 Met Tone & rapport conf 93%
Agent matched customer’s conversational pace, repeated key details, and kept engagement throughout.
X3 Partially Met Overall experience conf 90%
Customer had to locate model number and perform reset independently; agent could have reduced effort by guiding through reset steps live.
Call Transcript15 turns · 15 lines
Speaker 2
Hello? Yes. Yes. [silence] Yes. [silence] Right. [silence] I plug them and I plug them back in. [silence] Right. [silence] It's I mean, it's the word Lynsis. [silence] It's is lit up solid in white. The only way I can get the Wi-Fi to broadcast is on the extender. On my 2.4 and my 5 Wi-Fi lines, it says no internet secured. [silence]
00:00
Speaker 1
Okay. Just to confirm with you, sir by saying extender, are you referring to the router? Okay. Um, is that a- is that somehow, uh range extender? Is that also a linksys product, sir? Okay, can we remove the range extender from the picture and let's focus on work. I mean connecting to the linksys Wi-Fi. I mean linksys router. The router. Yes, sir. And you you try to connect to the linksys
01:00
Speaker 2
Well, there's a router ext,
01:00
Speaker 1
other devices.
02:00
Speaker 2
Right. I mean, that's, let me go back downstairs to the computer. The only way I was able to get connected was with the extender, so let me go back down to the computer. I unplugged the range extender. Okay, my computer now says no internet. Well, via the Wi-Fi, it's not, there's no cable. Uh huh.
02:00
Speaker 1
RIBE: Right.
03:00
Speaker 2
okay, now it's saying, now it's, now on my linkSYS Wi-Fi, it is saying connected. Let me check the linkSYS. But yeah, and then my five is, is connected also, at least at this moment. But. Okay, I need to go upstairs and check my other computer to see. I mean, so if they stay connected, what am I supposed to do on my range extender? Do I need to reset it or? [silence]
03:00
Speaker 1
you also have the range extender, um, just to let you know, uh, you've uh, since you have done a reboot on your range, on your router, you also need to reconfigure your, your range extender. So you need to reset your range extender and uh reconnect it. That's why it's not connecting or it doesn't have Internet. Yeah, exactly, sir. Yes, sir. Yes, sir. Because it was configured. It was still configured with your previous um previous network. Okay, so since you have done a re configure. Exactly, sir. And it was never mentioned here on the documentation that you
04:00
Speaker 2
Right, okay. Right. Mm-hmm. Oh, okay, okay. I see. And so that could be why I was like preventing maybe, cause I didn't, she didn't tell me to reset the range extender. I didn't know I needed to do that. So, so that could be why it was still, it was still causing the regular router lines to not be working again. So, okay, so I need to pretty much reset the extender also, is what you're telling me. I see. Okay, before she had me reestablished a network.
04:00
Speaker 1
you have a range extender. That's why I was I asked you about the range extender that you have. Configure your exactly, yes, sir. mm-hmm. Uh, yes, sir. There's a button on the range extender, if you can provide me the model number I can send you the um, user guide for that model yes, so that you'll have a reference on how you can set it up. Uh-huh. Yeah. Yeah.
05:00
Speaker 2
okay I see right okay so so basically since I reconfigured the network I'm not gonna need I'm gonna need to reconfigure the net the range extender also okay okay and I do that just like I did when I got the thing where I have to like I guess I'll have to go look at the instructions or I have to go hold it up to the router or something or press some button I think I I have to I'm sure okay. Instruction okay okay okay well this is helpful I my I hope hopefully this will keep working that I was I was after I work with the other you know the other woman earlier and I came back oh this is uh okay let's see the model number on this
05:00
Speaker 1
Okay, sir. I will look for the range. I mean, the user guide of this re7350 and I'll be sending it to you via email. All right. Yeah. Okay. And and that's also the reason why you weren't able to log in or access the web user interface because you were not connected to the router. You you were connected to the range extender. Yeah. All right, sir. Okay, sir.
06:00
Speaker 2
uh range extender is hold on one second R-E 7350 okay okay okay well that's helpful I'm I'm glad that's what it was I was afraid I'm I'm gonna have to get a new router cuz I like I see when I went up and it wasn't working still but I didn't think about having to reset that as well so. uh range extender okay okay all right well let me uh let me work on that and we'll go from there so hopefully that will fix my problem.
06:00
Speaker 1
Alright, so I think that that's all good for now. Ummm. Okay. Alright. yes sir. Oh by the way, sir, just let me just verify your email address again, just to make sure you'll receive it. It's um Haley's Uncle@Charter.net. Okay. All right. I've got it. Alright, sir. Alright, so just expect my email right after this call, uh, give me at least five minutes. Alright, sir. You're very much welcome, sir. Have a great day and take care. All right. Bye for now.
07:00
Speaker 2
All right, it's great. Yes, it is. It looks like the the link this router is connected right now. So, so, okay. Okay? Right. Yeah, it's h a i l e y s u n c l e @Charter.net. Yep. Okay. Great. Okay. I will do that. All right. Thank you for your help. I appreciate it. Thanks. Thank you too. Bye bye. [silence]
07:00