V2 Rubric Detail — a7af1194-6410-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 14:36
Duration
29m 8s
Contact
Thomas Rokovitz
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132772
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by falsely claiming out-of-warranty devices receive no free support and pushing a paid service instead of providing required best-effort troubleshooting per KB policy.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the extender setup issue, provided minimal troubleshooting, and incorrectly claimed that out-of-warranty devices are ineligible for free support — directly violating the OOW best-effort standard. The agent abandoned ownership, offered no valid escalation, and failed to demonstrate empathy, resulting in a fully unresolved case with critical compliance failure.

V1 Case Analysis

Customer unable to connect Linksys range extender after reset; agent provided incorrect reset duration and wrong setup URL, offered paid support, no resolution achieved.

Troubleshooting Steps
  • Verified serial number
  • Instructed customer to press reset button (incorrect duration of 30 seconds)
  • Advised to forget the extender's Wi-Fi network and reconnect
  • Suggested moving the extender closer to the router
Key Observations
  • Agent provided incorrect reset duration (30 seconds vs 10 seconds per KB).
  • Agent gave wrong setup URL (extender.linksyswrt.com instead of extender.linksys.com or 192.168.1.1).
  • Agent did not collect the extender model number, preventing model-specific guidance.
  • Agent did not offer any self-help resources after paid support was declined.
  • Customer was frustrated by repeated failed attempts and lack of progress.
Positive Highlights
  • Agent asked for and recorded the extender serial number.
  • Agent attempted to guide the customer through resetting and reconnecting the extender.
Agent Errors / Gaps
  • Incorrect reset time instruction (30 seconds instead of 10 seconds).
  • Wrong URL for extender configuration page (extender.linksyswrt.com).
  • Failed to collect extender model number.
  • Did not provide any self-help guidance after paid support was declined.
  • Repeatedly asked customer to retry without troubleshooting progress.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never got the extender to connect; agent ended the call without a solution or valid workaround.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only instructed a 30-second reset and to forget the network, then repeated the same steps without further troubleshooting or logical progression.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated that out-of-warranty devices receive no free technical assistance, violating the OOW best-effort standard requiring troubleshooting for setup, pairing, and firmware issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified the symptom (flashing orange light, no internet) and asked for serial number, but did not ask key diagnostic questions (e.g., which SSID the customer was connected to, IP address, browser behavior).
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, web-interface check, logs) were used even though accessing the extender’s setup page would be required; agent failed to guide customer to http://extender.linksys.com or http://myrangeextender.local.
T3 Partially Met No misinformation conf 92%
Correct instruction: 'press and hold the reset button ... for thirty seconds.' Incorrect statement: 'out-of-warranty devices we can no longer provide free technical assistance' — contradicts KB policy requiring best-effort troubleshooting.
Communication
C1 Not Met Clear & professional language conf 94%
Agent never set expectations, allowed the conversation to drift, and failed to regain control when the customer grew frustrated; no framing or transitions provided.
C2 Not Met Confirmed understanding conf 93%
Agent used a scripted, technical tone and did not adjust language or check understanding despite the customer’s repeated confusion and hearing issues.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately offered a paid supervisor instead of continuing to own the issue, abandoning responsibility after minimal effort.
O2 Not Met Proactive follow-through conf 95%
No clear next-step timeline was given; the only 'next step' was a paid escalation with no schedule or actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Escalation to a supervisor was offered, but the decision to charge the customer was not a valid trigger; the issue could have been further troubleshooted at L1 with proper guidance.
E2 Not Met Escalation prep & handoff conf 96%
Agent never actually transferred the call; they only mentioned a $15 charge and left the customer hanging without executing any escalation.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed little empathy, failed to acknowledge the customer’s frustration, and did not apologize or validate their experience.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace; continued with the same script despite the customer’s repeated confusion, hearing issues, and anger.
X3 Not Met Overall experience conf 93%
Customer had to repeat steps, reset the device multiple times, and was told to 'forget the network' without clear guidance, increasing effort unnecessarily.
Call Transcript54 turns · 57 lines
Speaker 1
Your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Ready for support, register your product by visiting register.netgear.com. Please have your device serial number ready for assistance. Press one now. For out-of-warranty products, please have your device 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. Hi, I'm going to help you today. Yes, ma'am, um, let me get your speaker. I got a new a uh Nighthawk router, the Nighthawk R7400, and I got that a few days ago. It's set up and working real good.
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, 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. This is this is joy. How can I help you today?
00:00
Speaker 1
And now I have my Linksys booster that I need to get reprogram so it recognizes that router is what I'm thinking is, and I'm by the um Linksys, uh, router now, or, excuse me, the booster now with serial number, and so I'm hoping you can help me through this. Yes, man, I got it here in the box. We went to magnifying glass. The serial number is 18 X 20 M like Mary 2 CCC 066 70. Correct.
01:00
Speaker 2
okay you have just gave us the number of your linked device okay let me verify that's 1 8x 2 0 M for Mary to see for Charlie see for Charlie zero six six seven zero. Correct? [silence] And who is your internet provider?
01:00
Speaker 1
Infiniti. Thomas Rokovic. Spell my first name. uh, yeah, T-H-O-M-A-S. R-O-K-O, V like Victor, I-T, Z like zebra. Oop, say that again. I'm not hearing you real clear. Speak up a little louder, please. Okay. uh, yeah, T-H-O-M-A-S. R-O-K-O, V like Victor, I-T, Z like zebra. Oop, say that again. I'm not hearing you real clear. Speak up a little louder, please. Okay.
02:00
Speaker 2
Uh, service provider. What's your first and last name, sir? Can you spell your first name, please? Yeah. Can I have your last name? Your email address. Your email address. Your email address. All right, let me just check this device first. Just a moment. When did you purchase this extender or this booster? Yeah, so you need to plug in that booster.
02:00
Speaker 1
Oh, okay. Let me go unplug it now. All right. Let me go to the other room and I can plug it in. How many feet? Two to three feet? Oh, that's got to be pretty close, huh? Okay. Hang on here. Oh, okay. Hang on one second here. Let me do this. Get it plugged in.
04:00
Speaker 2
because it's near to the router, at least two to three feet apart from it, so you can set it up easily. And then we will just relocate that one after. At least two to three feet apart. Yes. So that the router will recognize it easily.
04:00
Speaker 1
Okay, hang on. Put you on speaker. Can you hear me okay? There, can you hear me okay? Yes, sir. Okay, if we get disconnected, you see my callback number. Yes, that's 909-430. Yes, ma'am. Okay, now, let me do this. Okay, the link is just plugged in, I'm about two to three feet from the router. [silence]
05:00
Speaker 2
Yes, sir. Yes, sir. Yes, that's 904 3074 991. [silence] What is it?
05:00
Speaker 1
Yeah, right now the light is green, flashing green. Oh, oh, oh, I'm sorry, you're breaking up a little bit. My hearing's not real good, so. Okay, it's blinking green. Do blinking green. Still blinking green. And you want it to blink orange? All right. Not doing it yet. Are you trying to do something from your end? Oh, okay. Now it's blinking orange. It's blinking orange.
06:00
Speaker 2
The light of the extender. Let me know. It will start to have a flash, uh, blinking orange. Let me know. Let me know if it will turn to blinking orange. Yes. Let me know, sir.
06:00
Speaker 1
Now on this side. Okay. Hang on here while it's plugged in. Huh? Okay. I'm gonna I'm going to hang on. I'm going to put put you on speaker. Let me get a paper clip. Okay. I got a paper clip. Hang on here. I got to do a few things around. Okay. The little red button, put it in with a paper clip and hold it for how long?
07:00
Speaker 2
All right can you reset that one first? Using a paper clip or a pin you press and hold the reset button the small hole on the side of that extender yeah you've got this and hold it yep you've got this and hold it for thirty seconds [silence]
07:00
Speaker 1
Okay. Okay, here I go. Whoops, hang on. Hang on. Okay, I'm pushing it in. It's a little red button, correct? Yeah. Okay, I'm holding it. Now it's flashing green, orange, green. Do you think that was 30 seconds yet? Okay, I let go. Now it's flashing green.
08:00
Speaker 2
you'll let go now once it will turn back to green then you wait okay you wait for it to
08:00
Speaker 1
okay, so now we wait for it to flash orange again? okay hang on, let me get you out a speaker, okay, say that again well, i'm on the phone, i won't mess it up we'll use my computer now, the computer is do i need to have to try go get the computer and bring it in here now? okay, so we can't we're not gonna okay, now it's flashing orange so let me go get my computer and let me get the computer i had the computer in the room by the where the links was.
09:00
Speaker 2
Yes, sir. Do you have your computer, or what device would you want to use for the setup? You can also use your phone for the setup, what device would you want to use? Okay. Yes, sir. Okay.
09:00
Speaker 1
Okay. So now, let me grab that laptop here. and go back in where the router and the link sys is. Okay. So now what we want to what do you want to do? Okay. Hang on. Okay. hang on. Okay. I got time speaker and let me go to Wi-Fi settings. Okay. What comes up is my Netgear 74 and then also link sys extender setup
10:00
Speaker 2
So on your computer, you go to your Wi-Fi settings and check the available network
10:00
Speaker 1
-075 and. hold on let me get you off the speaker sometimes. And then there's also a Netgear N750-5 G okay got you there. Connect. It's connecting trying to connect. Not connecting yet. I hope it connects no, internet Open, It says. It couldn't connect.
11:00
Speaker 2
communication is good. So you ... >u. you connect to Linksys extender Setup.
11:00
Speaker 1
Now, what do we do? Oh, it won't open. It did not connect. Hang on. Let me click open. Click open. Other people might be able to see you if you send over this network. Connect automatically. Um, I clicked open. Huh? Hit connect? Okay, let me hit connect again. It's trying to connect. See here. Uhm. [silence]
12:00
Speaker 2
[silence] You wanna open it? yes
12:00
Speaker 1
router is working. Lisa's light is flashing orange and no internet open. Do I have... Okay, do I have to connect to the network first and then hit Linksys? Okay, hang on here. Let me connect. I'll connect to uh Netgear 74 connect oh okay well how am I going to connect on Linksys? I tried Linksys extender setup post I I clicked on it but it's not it's not connecting. [silence]
13:00
Speaker 2
Yeah. Yeah, that's all right. As long as you're connected to the network. No, you must be connected to Linksys, and once connected, you open up a browser, any browser. No, you need to connect to Linksys, not on the other networks, just Linksys. Just choose to, yes, that one.
13:00
Speaker 1
I hit, it says, open, it says open, I hit connect, it's trying to connect. Hang on here. I mean, I'm about 10 ft away from the router. Did I need to be closer? Did I need t- Oh, okay, let me get closer. Hang on. Hang on here. Let me put you on speaker. You're on speaker. How close do I need to be?
14:00
Speaker 2
What does it show? What error does it show? you need to you need to be closer. You need to be closer to the extender from the.
14:00
Speaker 1
yeah okay alright hang on here i'll get right next to it hang on moving things out of the way okay give me a minute okay okay now I'm gonna put it right next to the router or to the all right
15:00
Speaker 2
is possible, right next to it or like 2-3 feet.
15:00
Speaker 1
I'm silent. I'm right next to the link, Linksys. My laptop right next to it. Yeah, I'm trying to connect again. Let's try again. Come on. I'm like right next to it, like a couple inches. The light's flashing orange. Okay. and links system is only two feet from the modem. nope, it won't connect. It says no internet open. it it it says disconnected.
16:00
Speaker 2
I'm here... All right. And try to connect again to the Linksys extender setup. But does it say it's connected even though it doesn't have Internet? Can you try to click open?
16:00
Speaker 1
It says no internet comma open but it won't nothing happens. It shows a lot of bars. It shows that it's there. I clicked on properties. Now when it says connect, link this extender. It says connect automatically when in range. That's on all. Should I turn that to on? Yeah, that's probably the problem. Connect automatically when in range, links the extender. Okay, now let me try it again. Maybe that was the problem, huh? Let's try it again. Owe. I don't know we're having any more luck. What could be the problem? All right. It says no internet, not open. Now, I can go to the internet and I can go to Linksys where I had on that one paper where it says go to the Linksys Extender and plug mine in. Can we do it through the Linksys website? Well, yeah, hang on, let me go get the paperwork up front. [silence]
17:00
Speaker 2
It talks to use connected even though it doesn't have internet connection, so that we can access the setup page. [silence] Um like you need to connect to other network? Is that what you want? Um no.
18:00
Speaker 1
Okay, hang on a minute here. Let me grab this paperwork. Now, you understand right now, I'm not connected to the internet. You told me not to connect to the internet. I can connect to the internet and I got this one paperwork from you guys last time. Your extender is set up. I printed it out and it says over here, to view or change extender settings, go to extender.Linksys.com. extenders.I- can X. Well, I can X, I can-
19:00
Speaker 2
If you are connected to the Linksys extender, not the other networks, you can access that website.
19:00
Speaker 1
Access, your website, Lisa's extender, but I've got to be on the internet. If I just, I just told you when I type in Lisa's extender setup.com. What? Well, I don't, right now, we just hit, Lisa's extender setup and it wouldn't connect. Right now, I'm connected to Netgear. Let me see this here. Hang on. If I'm on the internet, now I'm on the internet. Now let me click Lisa's extender and let me connect to that. See if it connects now.
20:00
Speaker 2
It will route you to a different page, sir, like a demo site, only, not the actual LinkSys, or not the actual web interface of your extender, so you cannot edit anything if you are not connected to its network. [silence] Can you try to forget that network with LinkSys extender setup? Forget, or delete that network.
20:00
Speaker 1
how come I got this paper here that tells me to view or change extender settings go to Extender Link sys.com why can I just type that and it go there? The thing that's has already been set up before I got a new router routers settings router mode set up and so now we got to length list over here and I just told you it's not connecting to length of extender setup 75
21:00
Speaker 2
it's after you set up the extender sir so try to forget the extender's network links is extender setup and then let your computer find it again to connect
21:00
Speaker 1
a live. It's not connecting. We tried it five times. We tried it five times. connect to what? wait a minute. delete what? delete it. [silence]
22:00
Speaker 2
you're yeah that's why I told you to forget network and try again no you did not forget the network you just tried to connect but this time you delete or forget that network on the settings and try to connect again Linksys extender setup so on your Wi-Fi settings you forget the network Linksys extender setup you go to properties if you have that option then choose to forget network to delete it the Linksys extender setup name yes [silence] delete or forget network yes, yes, sir and then let your computer find it again once it will pop up again try to connect yeah, try to connect again
22:00
Speaker 1
Nope, it's not connecting. I'm on your, I'm on the phone and I'm not going to be able to do a phone conversation and try to, this should work on my laptop. Do you want to put me with a supervisor? Somebody else that try to troubleshoot this? Because we're not getting anywhere. Okay, so what's going on? What's wrong? I don't understand when it had this piece of paper I printed last time when we set this up. It says, it says to view or change extender settings. Visit: HTTP:// extender.linksyswrt.com. I can go to that one and then it says, which extender do I have and click on it.
24:00
Speaker 2
Kan mo gedraaid na probleem aan hulp te raken? Don't know problem aan hulp te raken? Dan zal de laagographer hetzelfde zijn.
24:00
Speaker 1
why can we not do it that way? The extender's not brand new. It's been set up. Don't you understand? What? Well, maybe we shouldn't have done that then. Okay. So, all right. All right. Well, here's, okay. Well, you tell me what's going wrong here. We did the reset. Now it's flashing orange. I tried five times to click on Linus's extender.
25:00
Speaker 2
Okay, you try to do it that way, and then it will really show you that you need to connect to your extender first before doing the setup. That procedure is after you set up the extender. Because right now you're... We reset the extender, sir. We reset the extender, so we we reset the extender, so that means it deleted all the settings that was set up there before, and it went back to its factory default setting. It will also disconnect to your new denier. Since your router is new, you have to reset extender also. Yes.
25:00
Speaker 1
Setup-75. It's not connecting. We're beating our heads against the wall. We need to try something different. You wanna give me? No. I'm not trying and I, listen, I'm not trying it on my phone. I'm doing it on my laptop. Why don't you connect me with a supervisor that's, well, maybe troubleshoot this a little bit better than you. I'll hold while you connect me to a supervisor. [silence] Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute here. How old is my extender? My my booster?
26:00
Speaker 2
that's why we need to try different device too to check if they will have the same error. your ex your extender is a year older, so that means it's out of warranty, and for out of warranty devices, we can no longer provide free technical assistance. but if you want to continue, you have to pay paid service that's $15 for an hour. I did just give you like a consideration earlier. based on.
26:00
Speaker 1
Three years old. All right. Okay. So now, it's been working, now it's not working. So when we're on the phone earlier here, you're telling me to get to link to extender setup, and where it's not going to be any charges, you were going to help you, you're going to help me with no charge at that point, weren't you? Okay. So let's pause on that statement. So I got to pay for a supervisor $15 an hour, that he or she may or may not be able to help me. And you're telling me, but you the supervisor's going to do the same thing that you're doing. So why would I want to go to a supervisor, if they're not going to be able to help me and they're going to tell me to do the same thing.
27:00
Speaker 2
Based on its serial number sir, it's two years old. So this extender has one ... Yeah I'm trying to consider it first, but right now if you're looking for a supervisor then the time will be extended and you need to pay for it since it's out of warranty.
27:00
Speaker 1
yeah exact same thing so so what you're okay all right you know what here's you know what i'm going to do you know what i'm going to do i appreciate your time but you have been zero help so what i'm going to do is i had it background my computer is working in the back room with this new netgear um router so i almost don't even need this extender so what i'm going to do is i'm going to call netgear i'm going to buy one of their extenders and have them help me and take this linksys one and throw it in the trash all right Yeah, so you haven't helped me at all. All right.
28:00
Speaker 2
So, either I give you the supervisor or not, we will still be charging you $15 if you wanted to continue troubleshooting with me or with other person.
28:00
Speaker 1
Thanks for your time and goodbye.
29:00
Speaker 2
You do too, Sherry. Have a good day. Bye.
29:00