V2 Rubric Detail — a153ba9c-69bb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 19:43
Duration
11m 45s
Contact
Shirley Newby
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00133653
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7350_Range Extender Stopped Working
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided meaningful troubleshooting, failed to use available tools, and provided no resolution path despite clear indicators of device malfunction.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform basic troubleshooting, ignored repeated customer effort, and offered no resolution or escalation despite blinking yellow light indicating setup failure. Minimal engagement and lack of ownership confirm an Avoidance/Evasion auto-zero. Issue remains fully unresolved.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the extender disconnection or TV connectivity issue; call ended without solution or escalation.
R2 Not Met Diagnostic thoroughness conf 96%
Only asked about light status; no power-cycle, reset, firmware check, or other standard troubleshooting steps were performed.
R3 Not Met Correct resolution path conf 95%
Did not verify warranty status, did not offer RMA, and provided no best-effort troubleshooting path despite in-warranty claim.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process; only one question about LED color without follow-up on symptoms or root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools (e.g., admin UI, logs, remote diagnostics) to assess extender state, despite blinking yellow indicating setup failure.
T3 Partially Met No misinformation conf 91%
Correctly interpreted solid blue = online, but failed to address blinking yellow or provide accurate next steps for re-pairing.
Communication
C1 Not Met Clear & professional language conf 95%
No clear agenda, poor call control, frequent interruptions, and no structured transition through troubleshooting stages.
C2 Not Met Confirmed understanding conf 94%
Failed to adapt communication for senior customer—no simplified language, confirmation checks, or patience with repetition.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
No ownership demonstrated—no commitment to resolve, no offer to escalate, and no effort to take charge of the case.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up plan provided; call ended abruptly due to connection issues without resolution.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation despite unresolved hardware-like symptoms (blinking yellow light) and customer frustration; should have triggered escalation.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; ignored customer’s age, repeated struggles, and frustration; cut off without acknowledgment.
X2 Not Met Tone & rapport conf 94%
Did not match customer’s pace or tone; rushed and interrupted, worsening confusion instead of adjusting style.
X3 Not Met Overall experience conf 95%
Customer repeated serial number multiple times; agent did not document or streamline input, increasing effort unnecessarily.
Call Transcript22 turns · 23 lines
Speaker 1
Hi, Sean, how are you today? Hello. Okay. Yeah, it's uh, it's Sheri Neube calling. Uh, just so you know, you can call me Sheri. Um, I have an issue.
00:00
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 one now. For out of 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. Hello, thank you for calling Linksys Technical Support, this is charm. How can I assist you today? I'm good, thank you so much for asking. [ silence ] Yes, hello. [ silence ]
00:00
Speaker 1
With an in-warranty product. Um, and, uh, working fine up until I went away on Saturday afternoon. And when I came back, it wasn't working. it, yeah it. Yeah, it became disconnected. Okay, the serial number. It is? This one's got my knee. Uh, okay. Go Luna. Uh, it's 4-1-P. No, that, yeah, that 4-1-P-1-D, I believe it is. And oh, 4- 1-, oh shit. You don't make it for 73-year old eyes. 4-1-P-Zero, or, it's O or zero. M-1-4 V as in boy, 0, 0, 8- Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
01:00
Speaker 2
[silence] All right, so it got disconnected to the network. I need to provide him the serial number and the model number. [silence]
01:00
Speaker 1
Branch addresses fifty-five one hundred seventy-three. Yeah. Branch already. transcribe this audio from the left channel. output only the spoken words, no labels or timestamps. if there I see the seven nine seven nine. Can you read that gold? I'm just going to get my sister to read it. She's got better eyes and I knew it. The serial number. Okay. 41. 41. It's just, 10. 10. M. M. is an one four. 14. B. B. 002. 00279. 79. Yes, better. 655173. Yeah. Last.
02:00
Speaker 2
So it's four one P four 1 P 0 M 1. Yes, go ahead. All right. ma'am. Got it. Thank you so much. one moment here. Okay. Double check here.
02:00
Speaker 1
products about and I believe it was last july uh just something like that. [silence] Perm. [silence] Uh, yeah, I'm not even near the router. I'm just by the I'm out here where there's the the lights are all working. She just checked. She's cable cable internet. So all lights are working. [silence] I can tell you exactly what's happening if you'd like to know. So maybe you can kind of skip skip a couple steps. Okay. Um, I I I reset it last night with the WPS or whatever it is.
03:00
Speaker 2
And what's the light status of this router pen? What's the light status or what's the color of the light? Uh, yes, please.
03:00
Speaker 1
W, yeah, WPS. And everything went fine. And see, it wasn't working like TV at all, it just kept spinning and spinning. It was offering. And it said it was connected and that it would go out again and in again and out again about every minute. And it would stop connecting. It just kept disconnecting. Are you talking about the WPS light?
04:00
Speaker 2
Okay, okay, got it. It keeps on disconnecting. So the light yes, one moment here. dying. speaker. All right. What's the light status, ma'am? Is it solid green, a blinking light? No, maam. The light in front of this extender that you have. [silence]
04:00
Speaker 1
The extender, the, uh, the, uh, well, first of all it was solid blue, then it was blinking blue, and the last time it was, yeah, it was, uh, yellow, blinking yellow. It was like it, like it had never been set up. No, I touched it. Pardon me? No, it's blinking yellow. is blinking yellow. Yeah, the last time I was it was blinking yellow. Oh, you want to test this? You can't test it. Okay, hold on, I'll go inside. Oh, I had to get it up with the bright lights. So I could see the, uh, see the model number. [silence]
05:00
Speaker 2
How about now, ma'am? Is it solid blue? [silence] How about now? All right, blinking yellow. [silence] Yes, please, so that I will know what's the light status. [silence]
05:00
Speaker 1
[KEEP_UNCERTAIN] Mm. What do you mean you something? Go on. Go home. No, you have to look and then you go out. Oh. I know. Sorry, I know they're slow getting upstairs to get to it. Okay, honey. You're dealing with a senior citizen. Okay, well now, I didn't even see the light. It's solid blue. Now it's blinking. Yeah, I did. I had it outside so I could see. Yeah, I had to have it outside so I could see the model number.
06:00
Speaker 2
harvey man. Did you just plug it in? All right, let's wait for a minute or two.
06:00
Speaker 1
Our service provider is Dialogue, D-I-A-L-O-G and they're really good I mean I've had the service since February on Dialogue and I've had this broadband working ever since. I believe it was, July or August of last year. And I did register and I did register it.
07:00
Speaker 2
[silence] And also Ma'ama do you remember who is your internet service provider? Dialogue. Now? [silence] And also when did you purchase this device ma'am? July or August last year. Mhm. So let me see.
07:00
Speaker 1
Okay, solid blue now. Nope. Nope. It's solid blue again. Nope. Naughty, welcome again. Hello. Nope. Okay. Okay. It just, at times you can go out. That's all.
08:00
Speaker 2
solid luka let's wait one moment here yes one moment here we're begin
08:00
Speaker 1
Yes, it is. connected. Okay, so how come my TV can't hook up to it? Let me turn it on. Turn my TV on. My TV's right beside the router. The, the extender's right beside, sorry, the extender. I did take a minute for my TV to boot up. And my, Oh, I just, let it load. Who's loading? [silence]
09:00
Speaker 2
All right, so now it's solidly right. Okay, good solid blue, ma'am. It means that it's online and connected to, mhm, yes, connected to your router. When you hook it up to the TV then. Uh-huh. Yes, please. Uh-huh. That's correct.
09:00
Speaker 1
go to the TV where I I could try and get it to go I guess first of all, I should have checked something okay okay okay but shouldn't happen yeah, I know what they when we're complete is all right I'm saying I I
10:00
Speaker 2
I do apologize to cut you off, ma'am, but you're cutting in and out. Hello, ma'am.
11:00