V2 Rubric Detail — a8af92a8-611d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:32
Duration
8m 28s
Contact
Edward Pavlik
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication1.25/5
Ownership2.86/5
Escalation0.00/5
Customer Exp1.79/5
Overall29.0% (+3.0)

V2 Grader Summary

The agent took ownership and showed empathy but failed to resolve the issue, provide accurate technical guidance, or use appropriate tools. The 30-second reset instruction contradicts documented procedures, and no escalation was offered despite ongoing failure. Customer effort was not reduced, and prior history was ignored, resulting in a partially resolved case with significant gaps in technical accuracy and communication.

V1 Case Analysis

Customer unable to complete RE6700 setup; stuck on 'demo site only' page. Agent advised incorrect 30-second reset and referenced RE7350 model. No case logged. Issue unresolved.

Troubleshooting Steps
  • Confirmed customer was connected to extender's default Wi-Fi (implicit).
  • Advised a 30-second press of the reset button.
  • Mentioned RE7350 setup instructions as applicable.
Key Observations
  • Customer explicitly stated the device is out of warranty and provided model RE6700.
  • Agent never asked for or confirmed the exact model number or serial number.
  • Agent provided inaccurate reset duration (30 seconds instead of 10 seconds per KB).
  • Agent referenced RE7350 model instructions despite customer having RE6700, which have different setup flows.
  • No case number was created or referenced, violating protocol.
  • Customer is 83 years old and clearly struggling; agent failed to adapt communication style for clarity.
  • Agent did not suggest using http://192.168.1.1, clearing browser cache, disabling DNS/VPN, or trying incognito mode—basic troubleshooting steps for 'demo site only' issue.
Positive Highlights
  • Agent acknowledged customer's emotional state and expressed empathy.
  • Agent used polite and respectful tone throughout the call.
  • Agent attempted to send instructions, though they were for the wrong model.
Agent Errors / Gaps
  • Failed to verify product model/serial number.
  • Gave incorrect reset instruction (30 seconds instead of 10 seconds).
  • Referenced RE7350 when the customer has RE6700, implying incorrect setup flow.
  • Did not suggest using the correct local URL (http://192.168.1.1) or alternative browser troubleshooting (incognito, cache clear, DNS/VPN disable).
  • Did not capture a case number or log the interaction per protocol.
  • Failed to provide any self-help resource (KB article, email, chatbot) after customer declined further action.
  • Did not confirm customer understanding or adapt pace for elderly customer despite clear signs of confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer repeatedly states the setup fails at 'demo site only' and no resolution, RMA, or working fix is provided by the agent.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asks if customer connected to extender's Wi-Fi and suggests a reset, but does not perform full troubleshooting (e.g., checking local IP, browser, or confirming model).
R3 Partially Met Correct resolution path conf 91%
Agent attempts reset and offers to resend instructions, but does not clarify paid support path or escalate despite OOW status and unresolved issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identifies 'demo site only' symptom and asks about Wi-Fi connection, but does not systematically diagnose root cause (e.g., firmware, browser, or model mismatch).
T2 Not Met Appropriate tools / resources used conf 97%
No tools used — agent does not guide customer to check local UI (e.g., 192.168.1.1), verify firmware, or test with different browser/device despite opportunity.
T3 Not Met No misinformation conf 96%
Agent instructs 30-second reset (exceeds documented 10–20 sec for RE series); also references RE7350 setup for IRES6700, which may not be valid.
Communication
C1 Not Met Clear & professional language conf 95%
Agent interrupts, gives fragmented responses, fails to set expectations, and loses control of call flow; customer repeats information multiple times.
C2 Partially Met Confirmed understanding conf 90%
Agent uses simple language but does not confirm understanding or adapt communication style for an 83-year-old caller experiencing frustration.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent remains on the call, does not transfer, and attempts to assist directly without passing responsibility.
O2 Partially Met Proactive follow-through conf 89%
Agent tells customer to reset and call back if it fails, but provides no timeline or specific next steps for follow-up.
O3 Not Met Closure confirmation conf 96%
Agent does not reference prior ticket or history; treats issue as new despite customer mentioning previous interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
No escalation offered despite unresolved issue after basic troubleshooting and customer expressing repeated frustration.
E2 Not Met Escalation prep & handoff conf 97%
No escalation executed; therefore, no correct path, details, or customer notification about escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent expresses sympathy ('I'm so sorry') and thanks customer, but does not explicitly acknowledge repeated effort or emotional state.
X2 Partially Met Tone & rapport conf 89%
Agent maintains polite tone but does not adjust pace or check comprehension; customer remains confused and repeats issue.
X3 Not Met Overall experience conf 95%
Customer repeats the same problem multiple times; agent does not use prior information or streamline steps to reduce effort.
Call Transcript17 turns · 17 lines
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 [silence] ready. For assistance, [silence] press one now. For out-of-warranty products, [silence] paid support may be available depending [silence] on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product [silence] and it's no longer under warranty, [silence] paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support [silence] with our technical specialists. If your product is found to be defective, [silence] no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
Uhhhhhhh, hi., I, I talked to, uh, one of your representatives the other day., I have a, uh, IRES 6700, which is, I just got it about a year ago from a neighbor, but it's out of warranty, as I understand it., and your representative, um, your representative sent me a thing on how to deal with it, uh, how to try to activate it., and I'm running the activation and I get to a point that's called run setup., and on your website, it says demo site only., uh, I, I, follow all the instructions and everything is fine that you sent me., and then when I get to run setup, it says demo site
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash r slash LinkSys. Thank you for calling LinkSys. This is Joy. How can I help you today?
01:00
Speaker 1
uh right only. Now I don't understand why the company would do this to me. Uh uh I understand it's out of warranty, but I I don't know why she gave me instructions to do something that I can't do. Does that make sense? That's correct. I had a ticket number for a nice person like yourself that I talked to the other day and uh I I I went ahead with her instructions and that's this is what I came up with. I mean, it doesn't work with the quick setup. So I was going along with the uh instruction setup sheet that they recommended. [silence]
02:00
Speaker 2
Um um. All right, um, yeah, just remember, this is Mr. Edward Pavlik. [silence] Um, okay, yeah. [silence] Okay, I see. [silence] Right. Let me send you these instructions. Then maybe it it's much more, um, effective for you to follow this just the moment.
02:00
Speaker 1
[KEEP_UNCERTAIN] I don't think there's anything wrong with my unit. As I say, my neighbor, the story my neighbor, he's a little smarter than I am, he got it for me and set it up and then he went on, went on his way to India and he died on the way to India. So I'm here stuck with the thing trying to figure it out. I tried yes that's what the paper clip? Is it the button or the little hole next to it, the button? Oh yeah, little-hole. That says reset. Yeah, I tried that.
03:00
Speaker 2
Oh, I'm so sorry, I did that. Um, did you reset your extender before with, following the procedure? Yes, the small button, hold on. The little hole, that's the reset button. Yes. Uh-huh. Let me send you another,
03:00
Speaker 1
I think I could follow the instructions and everything was going just fine. All the lights were working and when I got to run setup, it just said demo site only. Exactly, I followed the instructions. It said power it on, wait for the orange light. I got that. Connect to the default Wi-Fi. I found that. And then the next thing says run setup, open a browser like I did. But unfortunately, when I opened that browser, the thing that comes up, it says demo site only. And they also gave me extender.linksys.com.
04:00
Speaker 2
When you—before you set up, have did you like connect to the network name of your extender before doing the set up? Uh-huh. Uh-huh. What website did you go? Have you tried to use any
04:00
Speaker 1
[silence] Yes. I tried that on my computer. That's exactly where I did it. [silence] Again, I'm not a, you know, unfortunately, I'm 83 years old. I'm semi-intelligent and it's just a puzzling thing to me that I can't get this to work when I get into this glitsch where it says demo site only. [silence] It also gave me the option of trying 192.1.1 and that uh that didn't work either. Runs me to demo site. [silence] So I my my question to you is why would the company when they give you these instructions that are easy to follow, when you're following them, it hits you into this glitch that says demo site only? [silence]
05:00
Speaker 2
different device like a computer or different device to set up. For that one, sir, that must work. because most of our customers
05:00
Speaker 1
No, I it comes up, it comes up with the lingo linguistics extender setup, with the three numbers on it, I forgot what they are, but uh, it comes up very cleanly on the computer. Oh, it does do that, but then it says demo site only.
06:00
Speaker 2
um most uh no internet for uh open a browser and it says yes yes that is not the um when you go to extender.linksys.com it must show up as welcome to um your extender's model and then it must show you start setup button
06:00
Speaker 1
I guess I could have pulled it up while we're talking, but if you have any other suggestions, I will go along with those instructions that you send me, and I'll give it one more try. and if, if, if it's not working, I will call back with the thing on my computer. and if we can't do it, I'll, I'll be disappointed in linksys because you know, I I, I think I, I'm, I, I know what to do, but you've been very wonderful. You did send that to me. All right. All right, so, hold that reset button for 30 seconds.
07:00
Speaker 2
Yeah, I already sent you the instructions. And try to reset your extender again, press and hold it for 30 seconds this time to make sure that it was properly reset. Yes. Um, I sent you the instructions with the different model that is RE7350 that was indicated there, but they have the same, um, setup.
07:00
Speaker 1
All right. Again, if we're being recorded, I just want to thank you for being wonderful and helpful and having a nice attitude. I, as I say, I was disappointed with the company. I've got to get another extender if this one doesn't work. But, uh, if we're being recorded, just thank you for your kindness and being polite. I appreciate it. Thank you. Bye-bye.
08:00
Speaker 2
[silence] thank you for calling lynks do you have a good one
08:00