V2 Rubric Detail — a389c246-7705-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 17:35
Duration
8m 19s
Contact
Vill Nezer
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135819
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to change the password on the extender

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall56.2% (-7.8)

V2 Grader Summary

The agent correctly diagnosed the extender issue as requiring a reset due to router password change and provided a clear path forward via email guide, demonstrating technical accuracy and ownership. However, live troubleshooting was not conducted, communication lacked empathy and clarity, and resolution was deferred, resulting in partial progress rather than full resolution.

V1 Case Analysis

RE6350 extender not connecting after router password change; device out of warranty. Sent step-by-step reset guide to vcinnnazer@gmail.com.

Troubleshooting Steps
  • Collected model and serial number of the extender
  • Verified warranty status (out of warranty)
  • Explained that extender stores its own password and must be reset after router password changes
  • Offered paid support option
  • Sent step-by-step reset and setup guide via email
Key Observations
  • Agent did not attempt any on-call troubleshooting (e.g., power cycle, reset, or verify current settings) before offering paid support or sending a guide.
  • Technical explanation about extender password retention was accurate and aligned with KB guidance (adjacent_connecting_devices.md).
  • Long silences and lack of active engagement; customer had to repeat the issue multiple times.
  • No empathy or acknowledgment of customer frustration despite clear confusion.
  • Provided a valid self-help path via email, which is acceptable for out-of-warranty devices.
Positive Highlights
  • Accurately diagnosed the root cause: changing the router password does not update the extender's stored credentials (consistent with KB guidance).
  • Correctly identified that the extender must be reset and reconfigured to reconnect to the updated network.
  • Collected necessary device information (model, serial, email) for follow-up.
  • Provided a free self-help resource (step-by-step guide) despite the device being out of warranty, aligning with best practices.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting on the call, such as guiding the customer to power cycle the extender or check its LED status.
  • Did not confirm whether the extender was visible on the network or attempt to access its web interface (e.g., http://extender.linksys.com or http://myrangeextender.local) before recommending a reset.
  • Long periods of silence and poor call control, especially after asking for the serial number.
  • Did not verbally summarize next steps or confirm customer understanding before ending the call.
  • Did not acknowledge the customer's frustration or confusion despite multiple repetitions of the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the extender issue during the call and only promised a post-call guide; no confirmation that the extender was fixed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified the need to reset the extender due to password mismatch after router change, which is a relevant troubleshooting step, but did not guide the customer through it live or verify current symptoms like LED status or network visibility.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged out-of-warranty status and offered a free guide instead of paid service, aligning with best-effort support; however, the refusal to assist beyond email guidance may fall short of full best-effort troubleshooting expectation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent correctly inferred that changing the main router password does not affect the extender's stored credentials and concluded a reset is needed, showing logical diagnostic reasoning, though minimal probing was done.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used internal system lookup (warranty status) appropriately but did not apply KB resources or remote tools during the call; reliance on post-call guide is acceptable if customer unable to proceed live, but not ideal.
T3 Met No misinformation conf 95%
Agent accurately stated that resetting the extender is required when its stored WiFi password no longer matches the router, consistent with universal_range_extender_setup.md.
Communication
C1 Partially Met Clear & professional language conf 75%
Call had long silences and poor pacing, but agent eventually gathered model/serial and set expectation about next steps (emailing guide), maintaining minimal control.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple terms and confirmed basic understanding by summarizing the plan; however, failed to adapt fully to customer frustration or confirm comprehension of technical steps.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent collected customer contact info and committed to sending a guide, following through on a clear action item without transferring or abandoning responsibility.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the next step — sending a step-by-step guide via email immediately after the call — which is specific and time-bound.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on the information provided.
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 80%
Agent did not explicitly acknowledge customer frustration, but remained polite and professional throughout despite customer impatience.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a calm tone and provided a clear next step, though did not fully adjust to customer’s emotional state or check for understanding during key moments.
X3 Partially Met Overall experience conf 70%
Customer had to repeat information (serial/model), but agent did reduce future effort by committing to send a guide rather than requiring another call.
Call Transcript18 turns · 18 lines
Speaker 1
I can't do any more dishes until you tell me. Mm-hmm. The dishwasher. Okay. Tommy, do that. Why are you smiling? Why do you lock me in? How do you pack your music? I'm on the phone with customer service, but what do you need? What does that mean to pack? No. For grease or for farmhouse? No, I don't pack for the night before or the day of. Yes, hi. I changed my router's password. And
00:00
Speaker 2
Welcome to Lynx-Sys 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. LYNCXIS.com. Sorry, that's not an available option. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty 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. [silence] Hi, thank you for calling Lewis. This is Chi. How can I help you today?
00:00
Speaker 1
[silence]
01:00
Speaker 2
I'm sorry, sir. You have a you changed the router password and . Mhm. OK. What are you trying to do with the extender, sir? Set it up? Like first time setting it up? What is your main router, sir? OK. So you have a Spectrum router and you want to change the password on your extender.
01:00
Speaker 1
Correct. Because it's not working. Where? Where? Okay. Okay. Yeah, I can see it. Oh, you didn't. Because it's not connected to the WiFi. I don't know what what you don't understand. [silence]
02:00
Speaker 2
Are you able to see its WIFI name, sir? [silence] On the available networks? On your available networks, right? On your phone, your computer? [silence] On the WIFI setting. [silence] Okay, so, it's just that, you can see the WIFI name, it's just that, you can connect to it because it's asking for password. [silence] Maybe, it's open though, correct? [silence] It's not, it's just it's asking for password? [silence] Okey-dokey.
02:00
Speaker 1
Yes. So, 23, B like Bravo, one, zero, P like Papa, zero nine, a like alpha, zero nine two seven zero.
03:00
Speaker 2
May I have the serial number of that extender, please? Let me just check on that unit. Okay, just a few seconds.
03:00
Speaker 1
R like Romeo, E like echo, 6350. Yes. I
04:00
Speaker 2
[ silence ] please provide me the uh model number of your extender [ silence ] [ silence ] [ silence ] okay [ silence ] okay is there any device uh that is still current uh connected to your extender right now, sir
04:00
Speaker 1
Again. Again, I'm, I want I'm gonna say it again. I don't know why you don't understand. Ever since I changed the password on the router, the extender has not been working. Therefore, any and all devices that were connected to the extender are not working. [silence] Okay. [silence]
05:00
Speaker 2
I understand that one sure. But then sure, not all devices will be disconnected because if you will change the password for your main router, the password, the password will remain sure on the extender. Anyway, sure, what we can do with this is to reset your your extender and set it up again with your router. [silence]
05:00
Speaker 1
I don't know, two years, three years? I don't remember. Okay, yeah, let's do that. I'm not going to pay any more money now.
06:00
Speaker 2
How long have you been using this router, uh, this extender, sir? I see. Cause actually, sir, this device is showing out of warranty on our system. You have it two years and a half, sir. So, for out of warranty device, we no longer provide assistance, free assistance on it. We do have paid service, which is $15, sir. But let me set your expectation that troubleshoots your, it's not a guarantee that your extender will work. Other way, I can provide you a free step-by-step guide that you can follow online for you to set up your extender again. Okay. That's okay, sir. I can I have your um email address.
06:00
Speaker 1
Z like zebra. E like echo. R like Romeo. K like Kilo. T like Tango security.com Bill Dice. Bilo. [silence]
07:00
Speaker 2
Okay? [silence] At gmail.com, vcinnnazer@gmail.com. Okay, how about your first and last name, sir? Is it V-I-L-L or B-I-L-L, okay. Got it, sir. Okay, so I will send you the guide, sir, right after this call, uh, since you have uh, your main router working right now. You can uh, just click on the link and it will
07:00
Speaker 1
Sounds good. Okay, thank you. Bye bye.
08:00
Speaker 2
and I'll show you the start by start guide. Thank you, sir. Okay. Anyways, if you need further assistance, just call us back, sir. Have a good day. Please stay safe.
08:00