V2 Rubric Detail — 988527d4-7942-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:57
Duration
52m 21s
Contact
Roberta Train
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135954
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 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
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall70.3% (+14.3)

V2 Grader Summary

The agent performed appropriate configuration troubleshooting for the RE7000 extender using correct reset and web-UI steps per KB, but the customer’s IP address issue remained unresolved at call end. While ownership and technical accuracy were strong, the call lacked clear framing, empathy, and a concrete follow-up plan, resulting in a partial resolution.

V1 Case Analysis

Customer unable to get RE7000 extender online; performed factory reset, guided through extender Wi‑Fi connection and web setup, eventually achieved a working extender connection.

Troubleshooting Steps
  • Hard reset of extender (15‑second reset button press)
  • Connected to extender's default Wi‑Fi network
  • Accessed extender.linksys.com and ran the setup wizard
  • Entered router Wi‑Fi credentials and selected 2.4 GHz only
Key Observations
  • Agent gave an incorrect URL (extender.lincessis.com) which is a factual error.
  • Agent suggested contacting the ISP for router band‑separation, which is a router‑setting issue, not ISP‑related.
  • Agent never confirmed the router model or verified that the main router was providing internet before proceeding.
  • The troubleshooting flow was repetitive and inefficient, with many resets and long silences.
  • Agent did not explicitly verify that the extender’s network actually had internet access before ending the call.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Guided the customer through a hard reset and initial connection to the extender’s setup network.
  • Persisted with troubleshooting despite repeated failures, eventually reaching a state where the customer reported the extender was working.
Agent Errors / Gaps
  • Provided wrong setup URL (extender.lincessis.com).
  • Misguided the customer to contact ISP about Wi‑Fi band separation.
  • Failed to capture or confirm the router model, which is required for proper troubleshooting.
  • Did not verify that the extender’s network actually had internet access before concluding.
  • Did not summarize next steps or confirm resolution clearly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call still seeing 'couldn't get IP address' on extender and unsure if cameras will work; issue not confirmed resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through full reset, correct web UI access, network selection (including handling missing 5GHz), and reconfiguration; steps followed KB logically and advanced resolution despite intermittent issues.
R3 Met Correct resolution path conf 90%
Agent kept case on configuration path (reset and setup) rather than escalating or dismissing, which is appropriate for a range-extender setup problem.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (‘connected without internet’, ‘couldn’t get IP’) and asked about reset/location, but missed key diagnostics (router model, band steering, DHCP status) that could explain IP failure.
T2 Met Appropriate tools / resources used conf 95%
Only tool needed was extender’s web UI (extender.linksys.com); agent used it correctly and did not request unnecessary tools.
T3 Met No misinformation conf 95%
All technical instructions (15-second reset, connect to Setup SSID, use extender.linksys.com, select 2.4GHz if 5GHz missing) align with universal_range_extender_setup.md.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control and gave sequential steps, but lacked clear framing, had multiple unexplained silences, and did not summarize progress or set expectations after holds.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated steps when needed, and adapted to customer’s confusion without technical jargon—effective for non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and re-engaged after holds to continue troubleshooting.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next steps (reset, reconnect, reconfigure) but did not set a timeline or offer follow-up if issues persisted with camera setup.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—this was a standard setup issue within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and thanked customer for waiting, but did not explicitly acknowledge frustration or repeated effort despite customer expressing confusion and delays.
X2 Partially Met Tone & rapport conf 85%
Agent remained patient and repeated instructions, but did not adjust pace or tone to match customer’s growing uncertainty during repeated failures.
X3 Partially Met Overall experience conf 80%
Customer had to perform multiple resets and browser refreshes, but these were necessary due to the nature of the setup process and UI timeouts, not avoidable agent-caused friction.
Call Transcript74 turns · 84 lines
Speaker 1
Hi there, I have a Linksys range extender, R E 7,000.
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, 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. [silence] Hi, thank you for calling Linksys. This is Joy. How can I help you today? O. K. I see. Um, may I have the serial number of that range extender, please? And who is your internet service provider? Mhm. May I have your first and last names? How do you spell your last name? O. K. And lastly, your email address.
00:00
Speaker 1
I N N at hotmail dot com. I'm sorry? Oh, pretty much everything. We've unplugged the router, unplugged the range extender. I get to the setup page and I could say it just says it's connected without internet and it's not finding, it doesn't, it's not finding the router or whatever. Yes. I've had it really close right now and about 100 feet away.
02:00
Speaker 2
OK. All right. So, what? What troubleshooting steps have you done so far, Matt, before calling? What troubleshooting steps have you done so far before calling us? [silence] OK. Did you like reset the extender? And where is it located right now? Like, how far is it from the router?
02:00
Speaker 1
Okay. Phone. Okay. Let me plug them back in here. Yeah, I used a paper, yep, I used a paper clip. Just let me find that again. Yeah. Oh, what did I do with it? I have to get another one. Sorry. [silence]
03:00
Speaker 2
To reiterate like a feet or a exercise. Can you reset it again. Then what device are you using right now for setup? Is it a phone or like a computer? Okay. So just reset the extender again, just press and hold the reset button for 15 seconds. Did you use like a pen or a paperclip to reset it? Okay, make sure.
03:00
Speaker 1
Okay. drinking green right now. drinking green
05:00
Speaker 2
All right. Then after reset, let me know if it will turn to blinking orange. Okay.
05:00
Speaker 1
Okay, now it's blinking orange. Okay. [silence] Just waiting for it to recognize.
06:00
Speaker 2
Okay. And then on your phone, kindly connect to the network name, Linksys extender setup. Okay.
06:00
Speaker 1
Not recognizing, oh my gosh, it's coming maybe now. Oh there it is there. Okay. Should I go into that one? Okay. Okay, no, it says connected without internet. Mhm. Okay.
07:00
Speaker 2
D. Yep. You connect to that one. Let me know if it will bring you to a page or not. [silence] Alright, and then can you open up a browser on your phone? And then access to this website, extender.linksys.com. [silence]
07:00
Speaker 1
Okay, so start setup. Okay, okay as well as a wireless range extender. There we go. Okay, now it's looking for networks. Okay, hold on. Okay, there's mine there. Should I touch that one? Okay. My, I'm sorry there's connecting to network.
08:00
Speaker 2
yep. yep. alright. okay. yep. you connect to it and then input your Wi-Fi password. [silence]
08:00
Speaker 1
It says, choose your 5G. Uh, 5 gigahertz network. Okay, but it says here it's still it's Okay, that one is not showing up on here. Let me just look for more. Okay, okay. Yeah, I do have that option. Maybe I should Okay. Okay. Okay. Okay, this this is telling me, [silence]
09:00
Speaker 2
Um, yes. So you can rename your 5 G. and also your 2.4 network that is for the extender’s name. Oh, okay. If you cannot see your network. Um, I think your network was not separated. You can just choose the option, I don’t need this network or what option do you have there? Yes. Uhu. So only 2.4 will be extended.
09:00
Speaker 1
says choose your five gigahertz network. Yes, I believe so. I've got options, yeah. no No. yeah, that's right. I do. yeah. Yeah, I do have that. Okay. It showed up on the last one, but not this time.
10:00
Speaker 2
What does it show? [silence] Do you have a 5GHz network on your router? [silence] Can you see that on the list? [silence] Do you have the option that I don't need this network or So just choose that option instead. [silence]
10:00
Speaker 1
I'm know. I have no idea. How would I check that? No, it's a home gateway. Okay. Still looking for networks.
11:00
Speaker 2
Is your network separated on your router? You can, you can check out with your internet service provider or what is your router? Is it a link? sorry. Sorry a different brand. Okay. I see. Yeah. You can check that one with your internet service provider. You can call them regarding with that one if your network is separated for not. But for now, Um, let's just extend Uh what available networks on the router for now. So, yeah. Just continue. What can you see on the page right now? Okay.
11:00
Speaker 1
I've got an option, I don't need a second network. Would that make any difference? Okay. Oh there it is there. Okay, then, and then mine. Okay, mine came up here, the 2.4. Okay, that that that came, okay. Let me let me go to that one. We'll see what happens. Okay. So now it says secure your range extender. Okay. Okay, so apparently it's going. [silence]
12:00
Speaker 2
Yeah, just choose that option. If it five will, really not show up. Yes, at that time.
12:00
Speaker 1
It just says your extender is set up. So, now I can connect my devices. Yeah. Oh, okay. okay, sure. Okay. Now, it's it's showing still. Oh, let me see here. Oh, yeah. Okay, I've okay, but now I've lost my other one, like my initial one. Yeah, the um, I've got the extension one now. [silence]
13:00
Speaker 2
what does it show right now? Okay, good. Can you check your Wi-Fi settings again to see if the extendoir is now showing up? Your main router,
13:00
Speaker 1
I don't have the. The original. Okay. Okay. Okay. Available network. On the extender it is solid green. Okay. So will it always will it always say you know it's it's it just it's always going to show the extension. Does that mean the. Yes. [silence] Gotcha. [silence]
14:00
Speaker 2
Try to turn off your Wi-Fi, and then turn it back on to refresh your networks. And what is the light of your extender, by the-way? Is it solid green or blue? Okay, good. So you can remove that one and re-locate it. Yes, for the extender, it will always show.
14:00
Speaker 1
Okay. Okay. Because this, the, the extender is going to be, um, okay. Okay. Now it just came up. My main internet came back. The extender said couldn't, couldn't get IP address. Yeah. [silence] Okay. Still strong. Yeah. Yeah, so it's, it's still showing solid green, which is good, right? Okay. [silence] Okay. Plugged it in somewhere else.
15:00
Speaker 2
of the ext at the end of the name. okay good On the Extender's network try to like relocate your Extender and then it will reconnect to you now yeah that means it's connected and online
15:00
Speaker 1
It's flashing green again. [silence] Still flashing green. And my main internet now is connected without internet. still flashing green let's keep being odd here now it's flashing yellow again or amber it's now flashing amber oh okay okay oh there now it's solid green okay so which is fine but now I've my current network it says connected without internet [silence]
16:00
Speaker 2
Just wait for the thingy to turn solid green. Yep, just wait for it to process, yeah. OK. You can try to reboot your router for that or double check your other devices if they can get internet connection from your main router or if not.
17:00
Speaker 1
Okay, let me just try something here. Okay, that's working. Um. and I just kept it cheesy. Yeah. Okay. Okay. Um. Yeah. I'm using this to run cameras. Let me just... Uh, HP. Okay, I have to figure out how to put this in action. I have to figure out the look. I'm gonna have to take it out again, just plug an ethernet in. I had to unplug it again, sorry, to put an ethernet. Cable in for my cameras. So it's just going through. Yeah, it's just going through the process again. It's blinking green. So, that's fine. No. it's flashing amber. Do you see any color? Okay, now it's, it's solid green again. Um, my main internet, the original internet is connected, no problem. It says available network, okay, this is available networks. This one with the extension couldn't get IP address. Is that a problem? It says, uh, the extension one says, couldn't get IP address. Yeah, yeah, yeah. Yeah, yeah, yeah, yeah. Yeah, no problem. Thank you. Yeah.
18:00
Speaker 2
What does that show again? Hold on. Give me a moment. Let me just check on that. Want yeah. Okay. I'll be right back. Okay. Within two to three minutes. Mhm.
22:00
Speaker 1
Hi. No problem. Uh-huh. Uh-huh. OK. Sure. OK. Okay. OK. OK. It it's asking me for log in.
26:00
Speaker 2
Hello, Ma'am. Thank you for patiently waiting. Yes. uh, yeah. Can you try to access again extender- linksys.com? We'll try to check the settings of the extender. [silence] Yes. Can you?
26:00
Speaker 1
I think, I think. Yeah, I think so. Okay, we're here, up. Okay, let me check here. Uh, okay, well, it's brought me to basic settings. Is that, am I on the right page here? Oh, the, the, wireless settings. [silence]
27:00
Speaker 2
do you still remember your login password that you changed when we set up? okay, so on the left side, kindly look for WLAN statistics I think that's the last option. Not under basic settings, that's the last very option under status
27:00
Speaker 1
Gotcha. Yeah, it's very doubtful about wireless and then administration and status. Yeah. Okay. And where would I find that which one would I go to wireless administration or status? Oh, sorry. Okay. Okay. Okay. Okay. Now, which one? The WLAN? Okay. Okay. All right. Okay, whole bunch of stuff here.
28:00
Speaker 2
Wireless and then can you see administration then after that status yeah so after that under status click W-LAN statistics Tab. Yes statistics.
28:00
Speaker 1
Ok. Um, let's see. I'm sorry. It's telling me the name of the internet. Okay. And what am I looking for? Status? Nope. Ok. Ok. Um, No, I don't quite get what here what I'm supposed to be looking at here. Um,
29:00
Speaker 2
Get packet round or uplink time. Truly look for status. Is it associated or not? Yes. Status. Yeah, after the signal quality.
29:00
Speaker 1
Okay, so I'm on the right page, the W.L.AN statistics, right? Oh. I'm on the. Yeah, yes, yes, I can, yes. Yes. Yep. Okay, yeah. So, we've got channel with, then channel, I'll go back. Oh, so you want status, right? Okay. Or I just had that a second. It says connected and then beside it, it says not configured.
30:00
Speaker 2
Yes, you're on the right page and then you can see there network name, extender Mac address, AP Mac address, can you see that? so more after AP Mac address, there is mode, radio band channel width, then channel, Wi-Fi security, signal strength, signal quality and then status. that. Yes. um
30:00
Speaker 1
Okay. Okay, if you while it back in again okay. Okay. Do I go back to the original page? Do I go back to the original page? Okay so what where should I? [silence] Okay but when I when I do it this time,
31:00
Speaker 2
okay. Kindly, uh, let's try to reconfigure your, um, extender again. Kindly, unplug that one and plug it back in right next to the router, or at least two or three feet apart from it. yes, Let's try to reset and reconfigure it again. Um, we will, we're going to reset the extender.
31:00
Speaker 1
What page should I be on. Oh, okay. Okay. Just let's okay. Okay. Gotcha. Okay. Okay. [silence] rbodega de coleta [silence] sorry
32:00
Speaker 2
Just close that page. Just close just close that page. Yeah. We will visit that one again later once we set up the extender again. So we will open up a new page for that.
32:00
Speaker 1
Okay. It's blinking Amber now. Yeah. Yeah. Okay let me just get something here. Yeah. Okay. Yeah no problem.
33:00
Speaker 2
Okay, so kindly reset it again, press and hold the reset button for 15 seconds. Um M while waiting for that one, ma'am I'll just have to check something again. I I'll be right back, all right. Okay, thank you. [silence]
33:00
Speaker 1
Hi. Okay, hold on. Okay, it's flashing green, okay? Oh, now it's now it's now it's flashing amber.
35:00
Speaker 2
[silence] Hello ma'am. I [silence] uh, what's the light of the extender? [silence] Okay, let me know if it turns blinking and then [silence] Okay. So, on your phone, kindly connect again to linksys. [silence]
35:00
Speaker 1
Yep. Okay. Okay, it's connecting. Okay, connected without internet again. Okay. Okay, now it's now it's telling me I'm offline. I can't access it.
36:00
Speaker 2
and then access again extender.lincessis.com. Let me know every page that you would take once you're set up or you start the setup.
36:00
Speaker 1
okay. okay. yeah okay all right. no it's off line it's not gonna let me oh hold on. extender. okay. no I'm, I'm. oo be . okay there we are okay. we're gonna start the setup again. okay. let's try this again. okay looking for networks.
37:00
Speaker 2
.r/-a href="https://extender.linksys.com/-/go to opener linksys.com new tab yes
37:00
Speaker 1
Okay, I found mine. Now I'll put the password in. Okay. [silence] Taking a bit to connect. Oh my goodness. It says this password does not seem to be working. No, the password for the Internet. Let me try it again. Yes. The same password.
38:00
Speaker 2
Are you routes password? Okay. Yeah.
39:00
Speaker 1
Now it's asking for that 5G network again. I'm sorry. Uh, I think, I don't know, it probably doesn't matter. Um, Okay. Okay. Okay. Oh, there we are there. Okay. All right. So you want me to go into that one next, right? Okay. Okay. So every is just right. Okay. So the placement is right. [silence]
40:00
Speaker 2
Do you want to extend your five gigahertz network or just the 2.4? Do you want to extend your 5th gigahertz or you just need 2.4 alone? Uh yeah, so just go ahead and just choose. I don't need this network. Yes.
40:00
Speaker 1
Okay, then I go to next. Okay. All right. So it says, secure your range extender. Oh, right. Okay, right. Okay, there we go. Okay. All right. Okay, I'll save that. All right. Okay, my extender is set up. What do I do now? Okay. Okay, so let me look at my connections.
41:00
Speaker 2
Yeah. Yep, so that's your login password. Okay, connect to your extensor's name. You go back to your Wi-Fi settings. Then once connected, um, you go back to that page and then log in again. Yes. Just refresh it. Yes, theextender.linksys.com. [silence]
41:00
Speaker 1
okay, hold on. Coming up is a blank page. Okay. Okay. .
43:00
Speaker 2
I mean, no one's logged in? Just type in again, extender.linksys.com to refresh it.
43:00
Speaker 1
I'm sorry, how do I refresh that? I did. And it- it's- it's coming up blank again. Another which? Okay. Okay. Oh, okay. So, I'm back into, let's see, manager, extend manager extender.
44:00
Speaker 2
Just type in again, Extender.Linksys.com. Just delete the website and then type in again. Or open another tab on your phone. Or do you have other another tab or close that browser and then open it again, then access the website. [silence] Yes.
44:00
Speaker 1
Okay, so what do I do there? No. No. It says your extender is set up. And then it says manage your extender. No, it's coming, it's coming blank again. Okay, let me just try something. No, no, no, no, that's, that seems fine.
45:00
Speaker 2
Does it give you an option to log in? What does the page show? Yes, it click manage your extender. But when you try to connect your phone to your extender, does it have, like, the error again that can't obtain IP address or does it just spin a set?
45:00
Speaker 1
That seemed fine actually. So let me just check that. Yeah, let me just check that my connection's there. So let's wait for it to come up. Yeah, my main internet is connected. And my available networks show a bunch of them plus the that main internet with the EXD. I don't see any I don't see any error message there at all. Oh I can now it can connect. Yeah. I can actually connect to it now. Yeah. So I'm just gonna I'm just gonna try a couple of things here. Um I'm gonna move my extender and plug in my camera. Just see what just to make sure everything's still. [ silence ]
46:00
Speaker 2
Okay. Okay. Uh-huh. Okay, I see. I think that's, what does it show? Like what does it say? Okay, I see. Hmm. Okay. Let's try that. [silence]
46:00
Speaker 1
Try that. it should be flashing orange, right? Or sorry, green. Yeah, okay. Just checking.
47:00
Speaker 2
Yes, ma'am. Then just wait for it to turn solid green. [silence] Okay, so Okay. Mm-hmm. Yes, ma'am. yeah. [silence] [silence] [silence] Okay, so uh... [silence] [silence] Um, yes, for your gamer, shoulders, be- [silence] mingled [silence] [silence]
48:00
Speaker 1
Okay, let me try that. No, still nothing there. That's weird. Yeah, it looks like, yeah, it looks like the extender. So, you've done your job there. Yeah. Yeah, that's, yeah, that's, yeah, that's what I'll do. Okay, well, you've been a great help. I really appreciate it.
51:00
Speaker 2
but the Explorer is working fine on your phone, right? Yeah, okay. So yeah, I think you have to just fix your camera or re-setup or reconfigure it, or you can also try to call mhm.
51:00
Speaker 1
yeah you too buy buh bye got that thing gone anybody you have to talk to them I don't they'll see if I can do you welcome
52:00
Speaker 2
Thank you for calling links desk you have a good one, thank you, and we will be leaving now, so you can end the call now.
52:00