V2 Rubric Detail — 97cd91f2-7945-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:18
Duration
30m 36s
Contact
Johnny Wilson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135990
Support Country
United States
Product Family
END OF SUPPORT
CSAT
—
Sentiment Trajectory
—
Ticket subject: product inquiry
⚠ Auto-Zero applied: Avoidance/Evasion — agent completely avoided troubleshooting a technical issue, provided no resolution path, and redirected to non-supportive advice (selling the device), constituting a failure to engage in basic support duties.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent completely ignored a reported technical failure where the RE7000 caused a total loss of internet connectivity. No KB-backed troubleshooting (LED checks, admin UI access) was attempted, and the agent instead suggested the customer sell the device. This constitutes a critical failure of avoidance and technical inaccuracy.

V1 Case Analysis

Customer reports RE7000 range extender disrupts internet when connected after modem change. Agent confirmed router works but did not troubleshoot extender. Advised selling extender without resolution. Issue unresolved.

Troubleshooting Steps
  • Collected router model (EA6500) and serial number
  • Confirmed router provides internet when extender is unplugged
Key Observations
  • Agent did not identify the RE7000 as the primary device under support.
  • No diagnostic steps were taken on the range extender (LED check, reset, setup page access).
  • Agent prematurely closed the call by suggesting the customer sell the extender rather than resolving the technical issue.
  • Long silences and lack of structured troubleshooting reduced call effectiveness.
  • Agent did not confirm whether the extender was previously working or if this was a fresh setup with the new modem.
Positive Highlights
  • Correctly confirmed that the router (EA6500) is functioning and providing internet when the extender is unplugged.
  • Collected accurate router model and serial number from the customer.
  • Maintained a polite tone throughout the interaction.
Agent Errors / Gaps
  • Failed to identify the RE7000 as the primary device causing the issue, focusing instead on the working router.
  • Did not collect the extender's model or serial number, missing a critical step in product-specific troubleshooting.
  • Did not check the extender's LED status (e.g., solid orange, blinking, red) to assess its state [universal_range_extender_setup.md - Troubleshooting].
  • Did not instruct the customer to reset the extender (10-second press of reset button) to clear old configuration [universal_range_extender_setup.md - Forgot Admin Password].
  • Did not guide the customer to connect to the extender's default WiFi network ('Linksys Extender Setup–XXX') and access http://extender.linksys.com or http://192.168.1.1 to run setup [universal_range_extender_setup.md - Step 1 & 2].
  • Did not verify if the extender was in wireless extender or access point mode, nor confirm compatibility with the new modem setup.
  • Provided no technical troubleshooting path and instead advised selling the device, which is not a valid resolution for a support call.
  • Allowed the call to end without confirming any next steps or self-help resources, leaving the customer without a path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue of the extender causing internet loss when plugged in; no troubleshooting or resolution path provided.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken (e.g., checking extender LED, placement, or setup method); agent accepted customer description without verification.
R3 Not Met Correct resolution path conf 95%
Agent suggested selling the extender instead of offering tailored support; failed to pursue any technical resolution path despite functional hardware.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to apply any logical diagnostic process. The customer explicitly stated that plugging in the extender caused a loss of internet access, yet the agent asked no questions about LED status, connection mode, or signal strength, which are primary diagnostics in universal_range_extender_setup.md.
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use any required tools or resources. Per universal_range_extender_setup.md, the agent should have directed the customer to the setup page (extender.linksys.com or 192.168.1.1) or checked the LED indicators to diagnose the connectivity failure.
T3 Not Met No misinformation conf 95%
Agent provided an unsupported conclusion that the extender was not needed because the customer had 'good internet speed' without it, ignoring the technical failure (internet loss when plugged in). The agent failed to provide any technically accurate guidance on how to resolve the conflict between the new modem and the extender.
Communication
C1 Not Met Clear & professional language conf 95%
Multiple long silences, lack of structure, and failure to guide conversation; agent lost control and allowed drift into off-topic resale discussion.
C2 Not Met Confirmed understanding conf 93%
Agent used vague language (e.g., 'it will remain the same') without adapting to customer’s confusion or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided responsibility by suggesting customer sell the device rather than resolving the issue or escalating.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan established; call ended with no actionable resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Agent made no escalation despite clear technical issue requiring L2 investigation; decision not to escalate was unjustified.
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%
No acknowledgment of customer frustration; agent remained transactional and offered no empathy or validation.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt tone or pace; continued with flat delivery despite customer’s repeated attempts to clarify intent.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number due to agent’s request for barcode scan; no effort to reduce repetition or streamline process.
Call Transcript27 turns · 29 lines
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_LINKSIS.com for more information about your product. [silence]
00:00
Speaker 1
hi my name is Johnny Wilson I have a um a links or um re7, 1,000, um what's the name of the uh yeah, yes. Now, um I changed my modem. I also have a router, a links a links router. I changed my modem and um.
16:00
Speaker 2
Thank you for calling Linksys this is ice. How can I help you. [silence] A range extender. You have a range extender Re 7 toilets.
16:00
Speaker 1
you after activating it, I couldn't get on the internet. And when when I unplugged the extender, I was able to get on the internet. Can you or would you be able to tell me why the extender that I have right now, when it's plugged, I can't get on the internet.
17:00
Speaker 2
I think I understand.
17:00
Speaker 1
So right now, the new, the new modem I have is a Netgear that is compatible to my Xfinity, which is the Internet provider. In fact, they recommended a few of them, and that's one of them. I have a Linksys router. So the modem is connected to the router, through the computer, and then the extender is in a kind of centralized location. So is there something that has to be changed for the extender to communicate with the
18:00
Speaker 2
you will have [silence] [silence] [silence] [silence] [silence]
18:00
Speaker 1
Even if before it worked perfectly well, my modem is connected to my router and it works, meaning I can on the Internet and everything. Okay. Now, let me ask you the other question. [ silence ] [ silence ]
19:00
Speaker 2
all right, so you mean to say your router is connected now to your netgear modem and it works? um, okay. okay, thank you.
19:00
Speaker 1
Would the extender, would the extender, would the extender still give me its benefits with that new router? I mean not router new modem because the modem is it's a, you know, it's a, I guess a modern one that the Xfinity will recommend to work with Xfinity systems. Would the I'm saying would it, would it help, would it improve, would it do its job? You know I mean because right now, excuse me, I'm just trying to, the benefit that's, I guess that's where I'm going with.
20:00
Speaker 2
Well, your range extender will still work, or so long, because the main function of a range extender
20:00
Speaker 1
Would it still be beneficial to the speed of the you know the or to the beneficial to the to the way I yeah.
21:00
Speaker 2
Well, Johnny, it will not change any uh what is the specific on your range extender, what does it it remains the same. So how much uh your range extender will perform, it will remain the same as what it says on its box because it will not really made any changes unless you have lowered your internet speed subscription or you have uh upgraded your internet speed subscription then that will make some [silence]
21:00
Speaker 1
okay because like I said like right now without the range extender I'm getting excellent speed and everything using that new modem I see
22:00
Speaker 2
[silence]
22:00
Speaker 1
Mhm.
23:00
Speaker 2
Well, if you don't have devices that are too far away from your netgate modem, then you don't need a range extender because the purpose of a range extender is you have a bigger house or it's far away from the netgate modem. So that's why you need a range extender so that the internet will reach the other end of your area which is far away from your netgate modem router. But since the
23:00
Speaker 1
Yeah, it's a I see. Okay. Okay. Uh, uh, let's see. The hip. Let's see the hip. number, excuse me. This? Yeah. Okay. Let me go in there. Let me go in the room where it is now. I was in my office. The links is router is E six five zero zero. Yeah. Okay, let me see.
24:00
Speaker 2
the linksys router Johnny what's the model of your [silence] E A six 500 all right um may I have the serial number?
25:00
Speaker 1
[silence] The serial number would be under it, I am assuming. Serial number is one two N-206 0B-308-143-3. [silence] Would you say it backwards, 3-14-308-143-3?
26:00
Speaker 2
Uh Huh. Can you turn that around? We need to take a picture, we need the serial number. Again, please. Okay. Thank you. [silence] Thank you. Oh, let me scan the barcode. [silence] Okay.
26:00
Speaker 1
No, just for the lac, just 1 1 4 3 there is no number after 3 yeah Yes yes yes
27:00
Speaker 2
434 - one for three. The last digits. So, this router of yours is already connected to your Netgear modem and working, right? Since you can access your internet. Okay. So, that's good. So, your range extender, the one you mentioned, RE7000, you can, since you said you are receiving good internet speed without the rain extender, then you can try to just put it on shelf or keep it. Maybe if you have bought another big house, then you will need the range extender, so that part of your area
27:00
Speaker 1
Mn. Can I trade it in? Can I trade it in? No, no, no, no. I shouldn't say trade it in, because when you trade in something is when you buy something. Can I get... can I sell it or get rid of it? Okay. [silence]
28:00
Speaker 2
The coverage of your modem could connect to your Wi-Fi, but since you're getting a good internet speed then, I think you can just keep your range extender, put it on shelves. Yeah, you can, but if you want, if you still want to use it, you can actually, Yes. Yeah, you can sell that range extender to your neighbors if your neighbors have a big house, you can sell it to them, or you can sell it through some online, you can sell it, because [silence] that's
28:00
Speaker 1
Oh yeah, it is, it is. And it is, um, how would, you know how I can find out the value of it? Well, I'm on a one, I'm in a single family, excuse me. And we are not going to move. It's about something. Yeah, okay. But how would I determine the value though? How much was this, the original price? You know? Yeah. Yeah. Okay. Thank you very. Thank you very much. By the way. Yeah. That's it. Yeah. Thank you. Yeah.
29:00
Speaker 2
cutting off linksys water. But you can tell your buyers that range extender are good for extending their Wi-Fi connection to outer area of their home or building. You're welcome. You're welcome. And thank you for calling linksys, Tony. That's all. All right. All right. Uh, have a great one, Johnny. Take care. Goodbye.
30:00