V2 Rubric Detail — a543801e-6f3e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 20:03
Duration
15m 15s
Contact
Kathy
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134517
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp5.00/5
Overall45.7% (-10.3)

V2 Grader Summary

The agent collected device details and promised follow-up instructions but failed to provide essential troubleshooting steps like factory reset, which is required for RE6300 access recovery. Out-of-warranty status was misused as a reason to withhold best-effort support, violating R3. While communication and next steps were clear, the core technical resolution was incomplete, preventing full issue resolution.

V1 Case Analysis

Customer unable to access RE6300 extender (blinking amber). Agent collected model/serial, confirmed out-of-warranty status, offered paid support, and emailed setup instructions. No fix confirmed.

Troubleshooting Steps
  • Collected model number RE6300
  • Collected serial number
  • Confirmed out-of-warranty status
Key Observations
  • Agent did not attempt a basic factory reset or power-cycle before offering paid support.
  • Paid-support offer was made despite the issue likely being resolvable with free troubleshooting steps.
  • Agent provided a clear email address and promised a follow-up email, giving the customer a self-help path.
Positive Highlights
  • Collected model and serial number accurately.
  • Identified and communicated out-of-warranty status clearly.
  • Provided the customer with a concrete next step (email with instructions).
Agent Errors / Gaps
  • Skipped basic troubleshooting (power-cycle/reset) before suggesting paid support.
  • Prematurely offered paid support without first confirming the issue could be resolved for free.
  • Did not verify whether the emailed instructions resolved the problem before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the issue or execute a valid resolution path; only promised to email instructions without confirming if the customer could access the device or reset it.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked for model/serial, checked light status, suggested moving closer and power-cycling, but failed to guide through factory reset — a core troubleshooting step for RE6300 password/access issues.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly treated out-of-warranty status as a barrier to full troubleshooting; per rubric, OOW devices require best-effort support (e.g., factory reset guidance), but agent withheld key steps and pivoted to paid support instead.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified blinking amber light and attempted basic isolation (outlet test, proximity), but did not follow logical diagnostic flow to root cause (e.g., failed reset, corrupted config).
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used — agent did not guide customer through factory reset procedure (required for RE6300 recovery) or suggest accessing admin UI via http://extender.linksys.com, despite being necessary for resolution.
T3 Partially Met No misinformation conf 89%
Warranty status and email follow-up were accurate, but agent failed to provide technically complete guidance on reset process or light behavior, leaving customer without actionable solution.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic call flow but had long silences, unclear transitions, and no initial framing of agenda or expectations.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms and apologized, but did not confirm customer understanding of critical steps like reset procedure or setup sequence.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on the call and promised an email, but avoided taking ownership of the actual fix (factory reset), effectively deferring resolution.
O2 Met Proactive follow-through conf 97%
Agent clearly stated: 'I will send you a step-by-step instruction … within three to five minutes after we end the call,' setting a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue was within L1 scope (extender reset).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent opened with apology and closed politely, showing empathy and professionalism despite the unresolved outcome.
X2 Met Tone & rapport conf 91%
Agent matched customer’s conversational pace, used accessible language, and responded patiently throughout.
X3 Met Overall experience conf 93%
Agent avoided repetition, used provided serial/model, and offered email instructions to reduce future effort.
Call Transcript28 turns · 30 lines
Speaker 1
[KEEP_UNCERTAIN] What. Mm. . H. Hi, my name is Cassie, and I'm having a problem with my like reporting it. I am. Mm. . Go to my activity and it's telling me stands unavailable. Mm. And also, when I click on Log in, instead of being able to choose the day to look back. Mm. . It's telling me here separates unavailable a view and save activity, mm. Selected date. Uh, any ideas what, why this is on the flight?
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-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support options may be available, depending on the issue. Hello, thank you for calling Linksys Support. This is Tramm. How can I assist you today?
00:00
Speaker 1
system that's hooked up to my home computer. Um, it's flashing yellow, and um, it I it's asking me to um, reset my password or to log in. Excuse me. I don't have my password. And it's not letting me like change it on the computer. Yes, I have the serial number. Uh, 17X 11 T O A 912 8 8 7 7. So the next number is the is is it the Mac address that you want that's underneath it? Um, uh is that the next number?
01:00
Speaker 2
we we will we will be right. I do apologize seeing that one, ma'am. let me assist you with this concerns. can you provide the model number and the serial number of this Linksys device that you have? the model number, ma'am.
01:00
Speaker 1
here's another number. Maybe this is it. Five six four nine eight two 64. Okay. It had like, it looked like it had like a infinity sign is at the model number? Does that mean model number? and R, let me see if I can see that. Hold on. uh, it would be on the back, right? The back of this. R. I don't see an R anywhere. Oh, it's on the front, sorry. Yeah, it's R E 6300. And Sashun like yellow oranges to me. Okay, perfect. Thank you. [silence]
02:00
Speaker 2
Can I have my truck here? And also, my go, yes, go ahead. Can you see there's an RE? I'm yes, but yes, but got it.
02:00
Speaker 1
What? The what? Yeah. Blinking amber, correct. Uh-huh. Uh, My internet? It's Xfinity. Okay. It started like last week so I unplugged it. I put it like in an outlet and then I put it back on the strip with uh my home computer. So it like I can't hook up my printer and I can't hook up my ring. And I don't know if that's causing it. [silence] We did have a
03:00
Speaker 2
Okay. And the light of this one is a blinking amber. The light status, is it blinking amber or a solid amber? All right. Tell me who is your internet service provider? All right.
03:00
Speaker 1
rain last week, but I never lost power. So could it be a power surge thing? I mean, I don't know. Hello? Uh, it is close to the route. Is the router the internet or is it something else? I would Oh, you want me to go? Okay, that's in my family room. I'm up in the office. Should I remove it and then put it by the by the router then, right? Okay. Okay. So should I.
04:00
Speaker 2
Mhm. Can you move it closer ma'am to the, um, router? Yes. The internet. Yes, yes please.
04:00
Speaker 1
Okay.
05:00
Speaker 2
yes, ma'am. kindly unplug it and move it closer like about three feet away from the, uh, pen- up sorry. no, ma'am. you don't need to press anything. Did you plug it in already? um. And is it plugged in directly to the outlet or is it on the plug with the charger?
05:00
Speaker 1
[silence] It's correctly in the outlet. Let me see. Um, I plugged it in a, I mean, both these outlets work. there yeah, there's no color. No light flashing. Not at all. Um, yeah, they're, it was working when I had it plugged in to the strip next to the home computer. Yeah, this outlet, I mean, it, it does work. Should I move these antennas?
06:00
Speaker 2
Mm-hmm. It's right. So there is no light at all. Right. Maybe the outlet is not working in that area. Mom, do you have any outlet? Because it's working earlier, right?
06:00
Speaker 1
Yeah, there's no no light flashing no color. Um, let me try a different outlet. Hold on. Hmm. This is like right across from the other one. Uh, there is no color. On the box. Okay. Sure. Sounds good. Hmm.
07:00
Speaker 2
All right. Let's wait for a minute. Let's give it a minute.
07:00
Speaker 1
Oh, okay. So, so, you know, what? The amber light just started blinking. Already. That was a good minute, wasn't that? The only though I've unplugged it, replugged it in, plugged it in where the router is nothing and just just [silence]
08:00
Speaker 2
All right, so there is no light, but all right, let's start thinking. What troubleshooting have you done so far with this device that you have, now? Now, you mentioned there are two of these, right?
08:00
Speaker 1
Uh, let me look at it. Um, it looks like it has, like, it's just a gray one. Where it, it, another light says reset. That's not lit up. That would be red, I would assume. It looks like it just has arrows on it. There's no words. I can't look at it. Can't really see it, because I don't want to unplug this unit again. It's just a little gray button on the side. But I didn't do it with you on the phone. Just like the reset button. Okay. [silence]
10:00
Speaker 2
I see you got it. Let's go on a little bit. Thanks. right, so here's the thing that we will do here, Ma'am, with this extender that you have. We will reset this extender, and then try to set it up again, because I think this one lost its connection. And also been checking here, whether this router that you, I mean, the extender that you have, this extender was already out of warranty, last March, 5 of [REDACTED_PAYMENT_DIGITS] And for the out of warranty device, Ma'am, I do apologize, but I could not provide, a free troubleshooting over the phone. However, if you insist, I can provide you a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but there is a payment of this [inaudible]. I'm sorry, Ma'am. [silence] We will set it up and... [inaudible].
10:00
Speaker 1
Yo, you can send me the link, I can try and set it up. It's a pretty easy step by step. Uh, what should that, what color should this light be, like a steady amber color, what color is it. Okay, it is blinking amber. uh, oh, to set it up. Okay, I'll try that. and then and then I can reset my password so I have access to that. Correct?
12:00
Speaker 2
[KEEP_UNCERTAIN] [silence]
12:00
Speaker 1
to my internet. To my internet, okay. Yeah, cuz those, uh- uh.Ah. Got you. Okay. So I should keep it close to the router, not hooked up to the computer. It's better here. Gotcha. Yeah, and I have bad, I don't know why my internet's so bad here all the time. Um, so do these break over time, or not really? It just needs to be reset, it seems like.Gotcha. Okay, like I said, we had pretty bad storms last week, Wednesday, and myOnce there was
13:00
Speaker 2
yes, ma'am, and make sure that this extender is closer to the internet source so that you can set it up. And once it's set up, yes, and once it's set it up, and the light status changed to solid green, then that's the time you will, you are you can relocate this extender. Yes, not hook up to the computer but closer to the internet source first. No, it's just needs to be reset.
13:00
Speaker 1
A lot of damage in the surrounding area where I live and then like the sirens went off the next day. I we had no damage here and my lights stayed on, but I I bet it was a power surge. I feel like it was it was probably a power surge. Okay, even though it was hooked up to that strip thing. Okay, uh do you have my email or do you want my email? Okay, it's my name Kathy. K-A-T-H-Y. G R E And E L L G at Gmail.com you can repeat that if you want. Correct. Yes. Al. Okay. Excellent.
14:00
Speaker 2
Mhm. Yes, may I provide your email address? Got it. It's Kathy, Kathy Grinnell at Gmail dot com. All right, so, yes, I will send you a step-by-step instruction, on how to set it up. And expect the email from me, ma'am within three to five minutes after we end the call.
14:00
Speaker 1
If I have any problems, I have the number and I can give you guys a call back. Thank you. Thanks for your help. You have a good day. Okay, bye bye. Bye. Bye.
15:00
Speaker 2
yes, ma'am. You can contact us back if there's a problem. all right!? Yeah. Have a good one also. Bye for now.
15:00