V2 Rubric Detail — 9882cadc-7cc3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 00:58
Duration
35m 35s
Contact
Michael Veggian
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00136779
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7000_Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall24.8% (-31.2)

V2 Grader Summary

The agent correctly identified the RE7000 as end-of-life but failed to provide any meaningful troubleshooting. Despite the device being listed in the universal_range_extender_setup.md KB, the agent refused to walk the customer through the process, resulting in an unresolved outcome and high customer effort.

V1 Case Analysis

Customer unable to obtain internet via RE7000 extender; device is EOL; agent provided incorrect support URL and no troubleshooting steps.

Troubleshooting Steps
  • Confirmed device model (RE7000)
  • Asked for name, email, ISP
  • Informed customer the device is end-of-life and support ended
Key Observations
  • Agent correctly identified the RE7000 as end-of-life and communicated support limitations (transcript [32:00]).
  • Agent provided an incorrect support URL: 'support-linksys.com' instead of 'support.linksys.com' (transcript [32:00]).
  • No concrete troubleshooting steps were offered despite customer having already tried factory reset and WPS.
  • Agent failed to collect serial number or verify warranty status beyond stating EOL status.
  • Agent incorrectly stated that Linksys Smart Wi-Fi website is discontinued (transcript [34:00]), which contradicts KB guidance.
Positive Highlights
  • Agent correctly identified the RE7000 as end-of-life and communicated that technical support ended in May 2020.
  • Agent apologized for the issue and acknowledged customer frustration.
  • Agent set accurate expectations about inability to provide direct support for EOL devices.
Agent Errors / Gaps
  • Provided incorrect support URL: 'support-linksys.com' instead of 'support.linksys.com'.
  • Incorrectly claimed that Linksys Smart Wi-Fi website and cloud services are discontinued, which is not accurate per KB documentation.
  • No troubleshooting steps offered for the connectivity issue.
  • Did not request or record the device serial number.
  • Did not verify or discuss warranty status beyond stating EOL without confirming eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states device is end-of-life and 'can't walk you through the process,' offering only self-help resources — no resolution or valid escalation path provided.
R2 Not Met Diagnostic thoroughness conf 97%
Agent suggests factory reset and setup wizard but performs no diagnostic steps (e.g., checking LED status, signal strength, or router compatibility) before redirecting to self-help.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identifies RE7000 as end-of-life and directs to self-help, which aligns with policy, but fails to attempt even basic best-effort troubleshooting (e.g., guiding through reset or setup steps).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process: agent does not ask about extender LED, confirm connection to setup network, or verify router settings like band steering or firmware as outlined in universal_range_extender_setup.md.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the authoritative KB (universal_range_extender_setup.md) to provide guided troubleshooting for the RE7000, which is explicitly listed as a supported model in that document. Redirecting to a general website instead of using the specific setup steps available in the KB is a failure to use resources appropriately.
T3 Met No misinformation conf 99%
Statements regarding the RE7000's EOL status and the discontinuation of the Smart Wi-Fi website/app support are treated as factually accurate within the context of the agent's system and not contradicted by the provided KB.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduces self and collects basic info but loses control with long silences, no clear structure, and abrupt transitions without managing expectations.
C2 Partially Met Confirmed understanding conf 89%
Agent uses polite tone but does not adapt to customer’s frustration or confirm understanding; technical terms like 'end of life' are not explained in context.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicates responsibility by stating 'we can’t walk you through the process' and offers no further assistance, failing to own the interaction.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or follow-up offered — only a generic website reference without guidance on how to use it effectively.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the EOL status of the device.
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 91%
Agent says 'I'm sorry to hear that sir' but provides minimal empathy and does not acknowledge the customer’s repeated effort or frustration meaningfully.
X2 Partially Met Tone & rapport conf 89%
Agent maintains formal tone but does not adjust pace or style despite customer’s expressed fatigue; communication remains one-size-fits-all.
X3 Not Met Overall experience conf 96%
Customer is forced to navigate self-help sites, re-enter credentials, and repeat information without agent reducing effort through direct guidance or action.
Call Transcript13 turns · 18 lines
Speaker 2
speak method. Welcome to links 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.
00:00
Speaker 1
[silence] He seems quite intense. [silence] I got that other color off good. [silence] How is it clean so well? [silence] waiting on technical support. [silence] [silence] push the numbers. [silence] [silence] [silence] very good. [silence] Okay. and early ago. and You know, okay. Yes, please. Yes, sir. Well, I hope you can, it's been a long low process here. I have a Linksys RE7000 extender and I absolutely can't make it work. I've tried factory reset. I've tried the WPS. I work on it for, I don't know, a couple of hours. Yes. Ma'am. Right. Right. It'll connect, it'll connect, but it doesn't connect with the internet. Like it'll show connected but without internet access. Michael, last name is V as in Victor.
02:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Okay. [silence] RE7000 um range extender, right sir? Yes. So, so it's not communicating or it's not connecting to your router. [silence] Okay. All right, sir, let me just create a record. So, can I have your name? [silence]
30:00
Speaker 1
E. W. G. I. N. M-S-V as in Victor 2-9-0-2 at A-O-L dot com. AOL dot com. Yeah, it's. You'll use them when you go up. Yeah. Spectrum. Start a second. Yeah, I do.
31:00
Speaker 2
Okay, and what about your email? Okay, M.S. D. 2902@aol.com. Okay, and who is your internet provider? Sir. It's spectrum. Okay, so you have the router from spectrum, right? Okay. All right, sir. So yeah, so it seems that the uh the repeater I mean this range extender is not communicating. and it seems that there's a need for you to [silence]
31:00
Speaker 1
One of your what? Sorry. Great. Yeah. [silence] Great. Yeah.
32:00
Speaker 2
reset this to factory defaults and run the uh set up wizard again okay and upon checking here on our system okay your our E7000 device is already uh one of our end of life routers yeah and the technical support it's one of our end of life devices okay okay um yes we no longer manufacture this particular device sir and the technical support for this device uh ended May 2020. So what we can offer Michael yeah I'm sorry to hear that sir but um yes but uh what we can offer sir is our website which is support-linksys.com okay you can find there articles and how to reconfigure this
32:00
Speaker 1
Yeah. All right, how about can you help me with the links this app? I downloaded the app to help. You don't support the app? No, I'm asking about the application.
33:00
Speaker 2
This range extender and you can also take advantage of our AI tool at the bottom right. I can also send you our end of support home networking kit or guide, yeah, so you you would be able to, so that you you can set up your range extender, so yes, sir. It's still going to be the same thing, sir. Yeah, that links us. Yeah, we also since your device is already end of life, it's end of support, we also don't walk you through the, we can't walk you through the process for that. And [silence]
33:00
Speaker 1
called links this on the phone well I'm trying I'm trying to log in and every time I enter my email address and my password it says I have the wrong password then I hit reset password and it doesn't carry over it wants me to create another account all right no okay well this isn't
34:00
Speaker 2
why do you need to, why do you need the app, sir, the Linksys app? Okay. So just to set your expectation, okay, that Linksys smart Wi-Fi website is already discontinued, okay? They've already ended that support as well. Okay, we no longer, the Linksys smart Wi-Fi website or the remote access or the cloud service is no longer available. So that's the reason why you're unable to
34:00
Speaker 1
Can you offer me a discount on a new device? So it's actually got support? No. Oh, I see. All right. Thank you.
35:00
Speaker 2
No, sir, I'm sorry. And we don't sell devices here. You can only you can only purchase it from the store, Amazon or Best Buy or any local store. All right, sir.
35:00