V2 Rubric Detail — a7aabd6e-8081-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:16
Duration
20m 19s
Contact
631-273-7993
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00137331
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.00/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall50.9% (-5.1)

V2 Grader Summary

The agent correctly identified the RE6500 as end-of-support and provided ownership with best-effort guidance (R3 Met), but failed to verify resolution (R1 Not Met) and conducted insufficient troubleshooting (R2 Partially Met). Critical technical inaccuracies in instructions (T1, T2, T3 Not Met) compromised resolution quality, though communication, empathy, and ownership were largely effective. The issue remained unresolved as success was never confirmed.

V1 Case Analysis

Customer needed RE6500 extender setup and router IP clarification. Agent sent email with wireless setup steps after advising a reset, but provided an incorrect URL and did not correct the customer's mistaken router IP address assumption.

Troubleshooting Steps
  • Collected extender serial number (14S10POCB00576) and confirmed out-of-support status
  • Advised resetting the extender for 10-15 seconds
  • Explained wireless setup flow (connect to extender's Wi-Fi, open browser, configure using main SSID/password)
  • Offered to email detailed setup instructions
Key Observations
  • Agent correctly identified RE6500 as out of support and set appropriate expectations
  • Agent provided an incorrect URL instruction ('username network. password') instead of http://extender.linksys.com
  • Agent failed to correct customer's mistaken belief that MR9000 router IP was 10.82.1.1
  • No verification of successful extender configuration was performed
Positive Highlights
  • Collected the extender's serial number (14S10POCB00576) and clearly communicated end-of-support status
  • Acknowledged customer's mobility concerns and confirmed wireless setup was possible without Ethernet
  • Provided a concrete self-help path via emailed instructions for an out-of-warranty device
Agent Errors / Gaps
  • Provided an inaccurate URL placeholder ('username network. password') for extender setup
  • Failed to correct customer's incorrect assumption about the router's IP address (10.82.1.1)
  • Did not verify extender functionality after instructions were given

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only sent setup instructions via email and did not verify the extender was successfully configured or the customer's issue resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed customer to reset the extender and follow basic setup steps, which advanced the path, but skipped key diagnostics like signal strength checks, placement verification, or interference troubleshooting.
R3 Met Correct resolution path conf 95%
Agent correctly identified the RE6500 as end-of-support, explained limitations plainly, and offered best-effort troubleshooting instead of dismissing the customer.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent jumped directly to a generic reset instruction without identifying symptoms, asking diagnostic questions, or narrowing potential root causes (e.g., placement, interference, prior configuration).
T2 Not Met Appropriate tools / resources used conf 85%
Agent relied solely on delayed email instructions and did not use available tools (remote session, admin UI check, or local setup URL http://extender.linksys.com) to verify device status during the call.
T3 Not Met No misinformation conf 100%
Instructions were materially incorrect and garbled ('type in : username network. password.'), contradicting KB-mandated setup URL (http://extender.linksys.com) and failing to provide actionable guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow and moved toward resolution but exhibited multiple unexplained silences and failed to clearly frame the email as the sole resolution path upfront.
C2 Met Confirmed understanding conf 90%
Agent adapted terminology to the customer's level (e.g., acknowledging customer's age, using plain language), patiently repeated clarifications about Wi-Fi names vs. router names, and maintained engagement throughout.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer the customer, and committed to sending follow-up instructions without deflection.
O2 Met Proactive follow-through conf 90%
Agent set clear next steps (email with instructions within 3–5 minutes) and confirmed the customer would receive them, establishing realistic expectations.
O3 Partially Met Closure confirmation conf 80%
Agent referenced the prior call ('I remember your prior call') but did not access case history, re-ask already-provided model numbers, or leverage prior troubleshooting to avoid repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for an end-of-support device setup. The issue was within L1 scope with best-effort guidance provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch, and none was required for the customer's request to set up an end-of-support extender.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed sincere empathy ('I totally understand'), used respectful language ('ma'am'), remained courteous under pressure, and acknowledged the customer's repeated efforts on prior calls.
X2 Met Tone & rapport conf 90%
Agent naturally matched the customer's pace, allowed repetition about Wi-Fi names, checked comprehension at key moments (e.g., confirming IP address understanding), and kept the customer engaged through lengthy explanations.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by providing written instructions via email, but required the customer to perform all configuration steps independently without offering agent-side actions or remote alternatives, increasing customer effort.
Call Transcript38 turns · 40 lines
Speaker 1
Yes, hi. I need some help. I was on the phone with you guys the other day and the woman got me to to to find my uh uh router or whatever. She she walked me through a whole bunch of things that I needed to split my router into two things for cameras, okay? Um, so she split it into the 2.4 and the 5.0, okay? Um, I can't um, um, I, okay. Now, I I need, I also have a
00:00
Speaker 2
Welcome to links. TSS supported to ensure quality service your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. This is Regina. I can help you today.
00:00
Speaker 1
Linksys, what do they call that extender thing? Okay? Um, that I unplugged because I needed to do what I had to do with these cameras. But now, um, there's a couple of things going on here. When I went into the, um, what is that? main thing that she made me go into. My she made me go into through my router.local. Okay? Instead of the IP address. You following? Do you want to know what model number I have or anything? Both of them. The main router, the the um, model number is uh, MR9000. The light is is blue.
01:00
Speaker 2
uhm. Yeah. Are you calling for the range extender, ma'am, or main router? What is the light indicator of the main router? [silence] And it is currently working? What is the light indicator? [silence]
01:00
Speaker 1
Right. But now I wanted to find out what the IP address is for that router. Well, I wanted to be able to figure out which, um, when I go into, okay, when I go into, um, the, uh, my list on my computer, okay? When I go to settings, okay? When I go to settings and I click on Network and internet, okay? It says Wi-Fi connect. Okay? I connect to that. It says show available networks. I click on that. Okay? The only um, okay,
02:00
Speaker 2
Okay, it's working. If you're planning to access the web interface of the router, Elizabeth bears, right? You can only use the one nine two dot one 168 dot one dot one or my router that local. Manata reason why you need that?
02:00
Speaker 1
Okay, it shows the two, okay, it shows it. It shows the two networks, okay, but now I'm trying to figure out how to get this extended thing on there, onto my computer. Okay, I can see the two ones that you set up, okay? Now, I wanna go and hook this up, okay, to my system as a Wi-Fi repeater or extender or whatever you guys call that. This model number is an RE6500. What it is is that I have my electronic stuff is in the basement by my computers, okay? That's where my main router is. In order to make the cameras work outside, I need to put an extender above ground.
03:00
Speaker 2
and we provide the serial number.
03:00
Speaker 1
Because the signal for this, um, the cap blink is telling me that my cameras are not reading strongly, getting a signal from the Linksys 9000 because it's pro, it's underground. So they extended their thing, their box that works their cameras. It has an extended range, um, capability to 250 ft, but it doesn't go underground. So I have to get, um, I had before. In order to me, if I want to sit outside at the patio, I needed this Wi-Fi extender in order to be able to sit out there and use my phone on Wi-Fi. You follow? So, what the guy at Blink just told me is that I have to call you guys up and get this extender that I had above ground working again. You go ahead. [silence] And tell us when you're done so we can [silence] hook it up. So, the serial number [silence]
04:00
Speaker 2
I totally understand that. Can you please provide the serial number of the range extender?
04:00
Speaker 1
is 1, 4, S 1, 0, P-O-C-B-0-0-5-7-6. No, 1, 4, S like Sam, 1, 0, P like Peter, 0, C like Charlie, B like Boy, 0, 0, 5, 7, 6. [silence] [silence]
05:00
Speaker 2
I guess that's 14. F for Freddy. 1, 0. Okay. Now, before we proceed, Elizabeth, I would like to set an expectation also regarding of the status of this range extender. As of now, we are no longer manufacture this one, and it's already end of support. So, the product is no longer received software or security updates that and no longer eligible for technical or warranty support.
05:00
Speaker 1
So you can't help me is what you telling me. OK. I'll, I'll take that. OK, so you gonna send it by email step-by-stepto me, right? OK. OK, I can figure that out as long as I can read it. I'll have to plug it in and set it up to that ethernet cord, and then plug and the ethernet other side has to be in the back of my 9,000, right?
06:00
Speaker 2
So, the only thing that I can help you is to send you article or step by step instruction on how to set up this one again. And I will send it via email. Make sure to reset the range extender. And once it's reset, just follow the instructions that I will send to your email, after this call. So, just wait three, up to five minutes, okay? Yes. But make sure to reset the range extender first. No need. No need. You can actually set up this one via wireless. So just press and hold the reset button for 10 to 15 seconds. After that, you can find on the Wi-Fi, you will see the network. [silence] Yeah, just connect to it using your laptop. Then, on a new tab, type in : username network. password. [silence] And then pick a method on how you want to work with your setup. Put your Wi-Fi's SSID or your main one, internet. [silence] Then, just put the password to it and choose the range extender. Just hit that front. And then, your range extender will be setup immediately. [silence]
06:00
Speaker 1
Oh, okay. So it doesn't have to be hooked up to the ethernet cord that they ran upstairs? Okay, good. Then I don't have to go running up and down the stairs at 70 years old to try to fix this. Okay. Okay. So I can do it right here at my desk just by plugging it in and doing it wirelessly. Right. That's right here. That's right near my computer down here downstairs. Now, when I move this thing upstairs, it's not going to lose its umph, right? Because it's going upstairs above ground, right? and then it's original spot, and then it's originally that spot is has did ethernet cord for it
07:00
Speaker 2
great. Please follow the instructions that I'll send to your email. No need for. but make sure it is closer to the main router, which is your MR9000. Okay. Yes. Make sure you're successfully set up the WISFI extender. After it's set up, you can relocate it back to its original placement. Yes. I just set up this one. as you.
07:00
Speaker 1
Okay, okay, because they ran a cord, because they weren't sure if the Wi-Fi would make it upstairs to the extender. So they ran an Ethernet thing. That's the thing that has like the big plug like a phone jack, but it's bigger. So they put that into the 9000 and then ran a cord to the extender. But yesterday when I called about the 9000 and splitting the circuit for the cameras, the lady told me to unhook this thing so it didn't get confused with the rest of the stuff on here. Okay? So, okay. Okay, that's what I need to do. Okay, honey, can you send me that email, please? Okay. Hopefully, I can do this. Okay, let me go on email.
08:00
Speaker 2
you want are the same as it was before. Yeah, sure. OK, so I just sent it to your email.
08:00
Speaker 1
[silence] He's the mail. Okay, let me refresh. Okay, why don't I see the email? You sent it already? At AOL. Okay, I just refreshed it. It says blank. Okay, I'm not seeing it yet. I'm going to keep refreshing the page. Oh, okay, hold on, let me do that. Okay, now end of support, here it is. Okay. Okay, end of support. Okay, let me print this out so I can read it and go with it. Print. Okay. Now,
09:00
Speaker 2
Yes, I sent it to your BBubbly Brain2 AOL.com. Yeah. It could also check your spam or junk.
09:00
Speaker 1
Now, if I want to find the, on my nine thousand I'm talking now, okay? If I want to find out what the local IP address is for this router, I go into device list, right? And then I just go, because in the device list, it has this router listed as a linksys 03726. That's the way it has it listed. Okay. Okay, even though, Okay, cuz, 'cause okay the name, that's not the name that I'm, that, that it's called under the system that the lady had me do. Okay. Okay.
10:00
Speaker 2
Yeah. That's your Wi-Fi name of the MR9000. I guess Yeah, it's different set up, ma'am. So just follow the instruction that I sent, because there's another way wherein you can send your range extender and we can you can set up your range extender.
10:00
Speaker 1
All right. So this, Link sys 03726 is the same router that she had me call LinkSis. She had me call it now. Hold on. LinkSis set up okay um five point something or other. Here, hold on. She had me call it LinkSis setup A five D. And then she had because that's the way it showed up under the network under my computer. It showed that up as by itself. But then when she split it, she had me put a dash with a 2.4 at the one that was for the cameras and left the original name as just the linkSIS setup A five D. You follow that's the new Wi-Fi name?
11:00
Speaker 2
the role wireless network because you split the band, so you always name. You have two Wi-Fi names that are broadcasted now.
11:00
Speaker 1
Okay. Okay. And then what is this then that I'm seeing on the devices then that says link sys 03726? Is it the same thing? Okay. When I went into my page right, um the Linksys Smart wifi thing and I went to device list and it shows me everything online, um like with all IP addresses, okay? Um it it has, I don't see the Linksys um set up A5D router. It only shows me a router that looks like a router and it says it's online. It says Linksys 03726.
12:00
Speaker 2
Yes, the 2.4 and 5 for the NHK 9000. Where did you find it? [silence] It might be the Wi-Fi name on the bottom of the router. It's the router name itself, not your Wi-Fi name.
12:00
Speaker 1
Okay, okay, that's the router name itself. Okay. Not the Wi-Fi name is the one she had me print up as the name for the Wi-Fi. On the back of, it says set up Wi-Fi, right? Under the name, it says linksys setup A5D. Password was a UFY QMADR, and she had me change that to what I wanted it to be, which was rosebud at 175. Okay? It is a Linksys 03726. And on the device list, it's not showing any [ silence ] Not connecting any. [ silence ] Not connecting anyone? H? [ silence ] There's a vacuum sound, it's a V. [ silence ] Do, do, ah, H. I don't see the name on the device list. [ silence ] Yeah. [ silence ] Over there, I don't know if you're gonna be able to. [ silence ] Yeah.
13:00
Speaker 2
You can actually look at the back of the router if the steps Wi-Fi name indicated there. Yeah. At the back. At the back. Tam let's check at the back of the MR-9000. That link says A5D. And what is the name indicated on the device list?
13:00
Speaker 1
that link just set up a 5D. Okay, yep. I just clicked on it. Yep, that's what it is. So, under devices, it's under Linksys 03726. It doesn't show the name that's on the bottom of the router. So, that IP address for the router now is 1082.1.1. That's what it changed it to. 'Cause I was trying to get into it the other day and that's why she told me to reset everything and she'll go through it with me. I used to go through, get the Wi-Fi in the address bar, 192.168 I think 1.1 or something like that, okay? [silence]
14:00
Speaker 2
Yeah, I'm not sure if I need a device name, not the Wi-Fi name, as I mentioned earlier. Yeah, because you change that.
14:00
Speaker 1
And then when I tried doing that again, it wouldn't let me in, you know. So then I had to go back and she couldn't get me in that way either. So then she had me go and do that uh local myrouter.local. Okay, and then that got me into this page. So I'm sitting here and I said to myself why before I start messing with this extender, let me get the IP address to get back in here that's not through the myrouter.local. So now I know so that should be the IP address for the 9000 is the 1 0 0.82.1.1, correct? Sorry, 10.82.1.1. Okay, hun. Okay, I'm learning this stuff. I'm 70 years old, so I'm not good at this stuff. I'm in. I'm just trying to figure it out so I gotta feel for it so that if I mess this thing up with this extender, I know I at least I can [silence] get my shit back together. I mean, cuz I, I can't be without the computer, you know. [silence] [laugh] I have the, okay. The the cable box modem comes in and it has its own router on there. [silence] It has its own router called my all T or something like that. Okay. And that one, every time I put that, if after they we split the system, okay? When I went to go do that 192.168 number, it brought me to my Optimum page to sign in. So, So the optimum took over the main address somehow, when we split the system, and then it gave me another address for the router, but I never, we never went that far cuz I didn't realize there was a um that it changed itself. You know?
15:00
Speaker 2
Okay. So as long as you have only one router, you don't have any router in your end, right? Okay, that might be your optimum have the same IP address.
16:00
Speaker 1
You know what I'm saying? I thought it was still on the 19 1.192 168 address but then it kept going back to the optimum. So then she said, well, don't worry about that now, let's get this going. And I and we never followed up and because I was just so happy to get the damn thing running again, you know? So, okay. So my router name is this LCS03726 devices, but on the bottom of the router, it's the one that she told me to keep as it is and just circle 2.4 at the end of it to differentiate for the cameras. That's that LCS, that that's the Wi-Fi names. but the router name is LCS03726. [music]
17:00
Speaker 2
Okay. Okay. So, as you have only one router, so is there a router name? [silence] Yeah, it is your Wi-Fi name. [silence]
17:00
Speaker 1
Do I got it? Okay, that's so confusing. Hold on. Router passwords, okay? So now, this names are Wi-Fi names. Okay. So now the actual router name, router name, and it's the new name where it's the one under devices. Devices, is, link, cis, oh, three, seven, two, six, and the IP address for that is 10.82.1.1. Okay. I got it. So really, so those Wi-Fi addresses then don't really have. [silence] [silence] an IP address, right? [silence] the Wi-Fi names. [silence] the Wi-Fi names don't really have an IP address. [silence] only the router. [silence] Okay, I got it now. [silence] I'm learning, hon, cuz like I said, I never dealt with this before. [silence] I thought they all had their own IP address, you know? Okay. [silence] Okay, let me print this thing out, [silence] and then let me go in [silence] try to do this [silence] and hopefully I won't have to shout out again cuz I got confused. Okay. [silence] Okay, let's see.[silence] Let me print out the three sheets. [silence] Okay, honey, thank you for your time. [silence] Thank you for your help and I'll when I can afford it, I'll get another one of these things if I can't get this to work, it's newer, I guess. [silence] Yeah.
18:00
Speaker 2
Sorry? No, it doesn't have, it's only the router for the range extender, either wired or wireless, so you can start it with [silence] wireless and then [silence] if should doesn't [silence]
19:00
Speaker 1
Okay. Okay, good. Okay. Okay, thank you. Okay. You too. Bye-bye.
20:00
Speaker 2
Yes, that's the time unit wired that. there is an option wherein you can add it as an access point. You're welcome and have a great day. Bye for now.
20:00