V2 Rubric Detail — 9b05751c-70e7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 22:45
Duration
7m 7s
Contact
Bill Rose
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134871
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6300 - reinstallation
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the issue or conduct meaningful troubleshooting, only promising to email reset instructions. Despite accurate technical advice on factory reset, the lack of diagnostic steps, poor call control, and failure to reduce customer effort resulted in an unresolved outcome. No escalation was needed, and this was a first contact.

V1 Case Analysis

Customer unable to complete setup on AC750 range extender (blinking orange LED). Agent collected serial/model, confirmed factory reset needed, and will email setup instructions to bill-rose@gmail.com.

Troubleshooting Steps
  • Collected device serial number and model
  • Confirmed brand (Linksys)
  • Advised that a factory reset is needed
Key Observations
  • Agent did not guide the customer through the actual reset procedure (press-and-hold reset button, wait for LED change to solid green or blinking white).
  • Multiple long silences (e.g., [04:00–05:00], [04:00–05:00]) indicate poor call control and inefficiency.
  • No verification of the reset process or LED behavior was attempted.
  • Customer expressed frustration about having to reinstall, but agent did not acknowledge or empathize.
Positive Highlights
  • Collected the correct serial number (S200M015C06122044) and model (AC750RNG) at [02:00].
  • Requested the customer's email and committed to sending written reset and setup instructions.
  • Correctly identified the need for a factory reset for a range extender stuck in setup (orange LED), which aligns with KB guidance.
Agent Errors / Gaps
  • Failed to provide immediate, on-call troubleshooting (power-cycle, reset button instructions) despite the issue being a common setup failure.
  • Did not confirm whether the suggested reset resolved the issue before ending the call.
  • Lack of empathy and minimal call control; did not acknowledge customer frustration.
  • Excessive silence and lack of pacing caused a disjointed and inefficient call flow (e.g., [04:00–05:00] silence after asking if the customer was near the router).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm resolution; only promised to email instructions without verifying success.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted (e.g., checking LED status, confirming WPS method, accessing web interface); agent skipped directly to promising reset instructions.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified factory reset as a potential path, but failed to verify device status, warranty, or attempt basic diagnostics first, making the resolution path premature.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent gathered model and serial number but did not ask about key symptoms (LED behavior, setup method used, error messages), leaving root cause unidentified.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any diagnostic tools (e.g., remote access, web UI check, app status) despite the extender being in range; relied solely on customer description.
T3 Met No misinformation conf 99%
The advice to perform a factory reset is technically accurate and aligns with documented procedures for a non-pairing extender.
Communication
C1 Not Met Clear & professional language conf 97%
Call lacked structure, clear expectations, or transitions; long silences and abrupt shifts indicate poor call control.
C2 Not Met Confirmed understanding conf 95%
Agent used formal phonetic spelling unnecessarily and failed to adapt to customer’s confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent did not take ownership; deferred resolution to an email without ensuring follow-through or offering real-time support.
O2 Partially Met Proactive follow-through conf 92%
Agent provided a next step (email instructions) but did not specify when or confirm receipt, leaving timeline unclear.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this issue.
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 96%
Agent showed no empathy or acknowledgment of frustration; tone remained transactional throughout.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust pace or style to match customer’s disorganized, repetitive speech, leading to confusion.
X3 Not Met Overall experience conf 97%
Customer repeated serial, model, and email multiple times; agent failed to reduce effort or streamline information gathering.
Call Transcript12 turns · 12 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. My name is Nathan, may you know who am I speaking? Sorry.
00:00
Speaker 1
Hello? William Rose, R-O-S-E, and I have a password and all that crap and it's blinking orange now. I'm trying to reset it up in my bedroom. Yeah. Hooking up WPS. Okay, unplug it, huh? Just a second. Okay. And you want me to read the back to you? What? Just a second. one seven x
01:00
Speaker 2
Your name again? What are you trying? What are you trying to achieve? You need to bring the extender near the router not away from the router. Give me the serial number of the device.
01:00
Speaker 1
s two zero M 0 1 5 C 0 6 1 2 2 0 4 4 The model is... Uh uh... Let me... Wait a minute. Well, the model is... We're in the... Just a second. Yeah, it's the uh... AC 750 RNG XC N Yeah, it says A-C Quick start guide for A C 750 RNG. [ silence ]
02:00
Speaker 2
We have the model of the device. I should be starting with RE. Can you take a look? [silence]
02:00
Speaker 1
And I already had extended. I've got a network name and password and extended network password and administration password. The brand is Linsey. L-I-N-S-Y-E. Excuse me. Yes. Excuse me.
03:00
Speaker 2
Yes. the brand of the device is Linksys. are you trying to connect this to the router? [silence] Who is the provider of your router is it Xfinity or [silence] [silence] all right. You're nearby the router, right?
03:00
Speaker 1
Yes, yes, I plugged it in right across from the from the router, and I got to go green, and it went yellow. [silence] Yeah, I tried to go there, and it told me to to go back because it was unsupported. [silence] I just put H- here we get support misc okay. Misky.com. Okay. [silence] And technical support and [silence] Okay, let me go back here cuz I had the page up.
04:00
Speaker 2
you are near the router. you connected the modem the extender? you need a computer or a phone to set up the extender. i will send you what did you do? how did you do it? [silence] [silence] [silence] [silence] [silence] [silence]
04:00
Speaker 1
Okay. Okay. It went to settings up and it didn't show mine in there. Yeah. Okay. Okay. Do I have to reinstall it though? I mean, and do all this over again and get the extender set up. I don't want to do that. For $15, I can get one from Xfinity. Okay. It's Bill E. Rose. B-I-L-L-E. Okay, B. Okay. B as in bet. I as in in. Okay. L.
05:00
Speaker 2
You need to factory reset? Okay, this is what I'm going to do. I will send you the instruction, the proper instruction on how to reset and reinstall. Can you give me your email address? Yes. Please. No, no, no. It's free. I will send it to you by email. Can you spell it in phonetics like Alpha B as in boy?
05:00
Speaker 1
Lima L Lima one. What does something, no, you want my email address? Just a second. It's really easy. B-I-L-L-E-R-O-S-E at gmail.com. At Gmail, yes. Okay, thank you. And this would be for, this would be the one that I can, okay. And so I have to make another password and everything?
06:00