V2 Rubric Detail — abc9e65e-6c3b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 00:04
Duration
40m 50s
Contact
Darren
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#TE00134119
Support Country
Other / Unmapped
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SUPCALL_Setup new device_RE6400
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent provided materially incorrect technical information (wrong IP address 10.1.10.1) that derailed troubleshooting, constituting a critical failure under T3 Not Met with severe impact on resolution path.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership2.50/5
Escalation1.50/5
Customer Exp1.07/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the issue due to incorrect technical guidance, poor call control, and lack of effective troubleshooting. Despite some ownership, the interaction resulted in no resolution, high customer effort, and a breakdown in communication, culminating in an unresolved state with a promised but unconfirmed follow-up.

V1 Case Analysis

Customer unable to access RE9000 extender UI; incorrect IP address (10.1.10.1) provided; device identified as EOL; no serial/warranty collected; pro-rated refund discussed with no prepaid label; follow-up promised for Monday.

Troubleshooting Steps
  • Guided customer to view IPv4 address via Windows Settings > Network & Internet > Change adapter settings > Status > Details.
  • Attempted to access extender UI at incorrect IP address 10.1.10.1 (KB contradiction).
  • Repeatedly redirected customer through Windows control panel and network settings without progress.
  • Identified RE9000 as EOL and discussed pro-rated refund.
Key Observations
  • Agent provided factually incorrect default IP address (10.1.10.1) for the RE9000 extender; KB specifies 192.168.1.1 (transcript [07:00]).
  • No product serial number or warranty status was collected, violating protocol for RMA/return discussions.
  • Troubleshooting was highly inefficient, with repeated navigation loops and no validation of basic steps (e.g., LED status, correct web access method).
  • Customer frustration was evident early but not acknowledged until after escalation.
  • No prepaid return label offered despite customer request, creating a negative experience.
Positive Highlights
  • Identified that the RE9000 is end-of-life and communicated lack of replacement stock (transcript [33:00]).
  • Provided a refund option rather than leaving the customer with no path forward.
  • Attempted to verify client IP configuration before accessing the extender, though method was flawed.
Agent Errors / Gaps
  • Provided incorrect default IP address (10.1.10.1) for RE9000 extender; correct address per KB is 192.168.1.1 (transcript [07:00]).
  • Failed to follow KB troubleshooting path; skipped basic checks like LED status and correct web access method (universal_range_extender_setup.md).
  • Did not collect serial number or warranty status despite discussing RMA and refund (transcript [33:00]).
  • Offered no prepaid return label for defective unit, contrary to standard RMA practice.
  • Created unnecessary loops by repeatedly redirecting customer through Windows network settings without progress (transcript [08:00]–[16:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent failed to resolve the issue, could not access the extender interface, and ended with a promise to follow up on Monday without confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted to check IP settings but used incorrect IP address (10.1.10.1) and missed basic steps like verifying extender LED status or performing a reset.
R3 Partially Met Correct resolution path conf 80%
Agent cited EOL status and proposed a pro-rated refund, but did not confirm hardware failure or explore available replacement models before concluding no resolution was possible.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified lack of connectivity but did not ask about power, LED indicators, or prior setup attempts; troubleshooting lacked logical progression to root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (e.g., ping, extender UI, router logs) despite needing to verify DHCP assignment or extender functionality.
T3 Not Met No misinformation conf 95%
Agent instructed customer to go to '10.1.10.1', which is not the default IP for any Linksys extender; correct address is 192.168.1.1 or extender.linksys.com.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent silences, unclear instructions, abrupt hold without confirmation, and failure to regain control when customer expressed frustration.
C2 Not Met Confirmed understanding conf 90%
Agent used inconsistent and confusing terminology (e.g., 'control panel' vs. modern Windows 11 settings), failed to confirm understanding, and ignored customer confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent did not transfer the case but deferred resolution to an unspecified team and promised a callback without confirming ownership of the outcome.
O2 Partially Met Proactive follow-through conf 80%
Agent set a vague next step (call back Monday) but did not provide a timeline for resolution or clarify what the customer should expect.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 75%
Agent decided to consult a team, suggesting escalation, but did not articulate a clear trigger (e.g., confirmed hardware fault, L2 complexity).
E2 Not Met Escalation prep & handoff conf 85%
No details were given about who the team was, expected response time, or next steps; customer was left uninformed about the escalation process.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I'm sorry' multiple times but did not acknowledge the customer's repeated effort or emotional state with genuine empathy.
X2 Not Met Tone & rapport conf 90%
Agent continued with technical steps despite customer’s anger and demand to finish now, failing to adapt tone or pace to the customer’s emotional state.
X3 Not Met Overall experience conf 90%
Customer had to repeat information, navigate unclear instructions, and wait 14 minutes on hold without updates, significantly increasing effort.
Call Transcript55 turns · 55 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh, hi Darren, this is Otto from Linksys' customer assurance team, level two. Hello sir. All right, um, so I'm going to get this connected. Anyway, uh, I think, uh, everything is, uh, in place now. Yes sir, I'm with you.
00:00
Speaker 2
[silence] Are you there? Yeah. [silence] I think I know how. Uh, hold on let me drop the other call. You're still with me right? Okay, go ahead. [silence] I'm hooking up um my computer to what? To Ethernet? Cable.
00:00
Speaker 1
the one we did the Wi-Fi. I let me verify. So the laptop is wired to the extender, sir, right? Okay. All right. Now, I'm I we're going to check first the IP address that has been given to the laptop. And this is Windows 11.
01:00
Speaker 2
Okay. I got the Ethernet, Ethernet cord connected between them. The laptop is wired to the extender.
01:00
Speaker 1
then we click on the Windows logos there okay uh no sir uh we have to check the IP address first uh before we can access for this to reconnect
02:00
Speaker 2
Sir, hold on a minute. I'm trying to make sure that I don't have Wi-Fi turned on and for the first time ever I'm seeing something I I don't even see what I normally click on anymore. Now it's got something there it says Creative Cloud desktop. Uh our RE 9000 Internet access. I guess we're hooked up. But you want me to open the browser?
02:00
Speaker 1
connected to the wireless router to your modem and that modem provide an IP address to your computer now we have to know it before we can access the interface well we're going to go back to that settings uh settings are like uh settings the Windows logo on your computer and then you go to settings
03:00
Speaker 2
Yeah. Go back to what say what's saying? Windows. All right. It's still still coming back to life. So hold on a minute. It's not responding.
03:00
Speaker 1
hold on, You know. No, no, no, sorry. There's a search field on the top where you can type control panel. Yes. Or ethernet network. Yes.
04:00
Speaker 2
All right settings you want me to go to ethernet under there.
04:00
Speaker 1
Okay. And from the top. Okay. Does it give you an IP address right there, sir. Okay. Click on it, sir. Let's see. Yeah. The one with...
05:00
Speaker 2
Okay, is the Ethernet connected. So you want me to click on it. All right, there's all kinds of dam numbers going here now.
05:00
Speaker 1
PP V4. 4. Addresser. sorry, 10. uh-huh. huh. okay. uh just want to make sure. uh below that is subnet mask below that is uh default gateway. what's the number is there. okay. keep that screen. okay. [silence]
06:00
Speaker 2
1 it says 10.10 75 1.10.75 no I don't see that underneath underneath IPv4 address says the same thing only DFS servers under that says manufacturer Intel under that it says description then under that says driver version
06:00
Speaker 1
OK. All right, now keep that screen. I'd like you to open up a browser. And then go to the address bar. Let's go. Yeah, Google Chrome. Yeah. I'd like you to type the numbers on the address bar. It's going to be 10.1.10.1. Yes, sir.
07:00
Speaker 2
Oh google Wednesday. All right, English. 10.1. 10.1-01. 10.1
07:00
Speaker 1
What do you have there? Okay. All right. This is not the IP address. So, let's go the other way of checking the IP address. Can we click on the Windows logo? And then go to settings. Once you go to settings, go to Ethernet.
08:00
Speaker 2
[HUMAN_REVIEW] Okay. Pretty much the same still thing's still in the search box and underneath that is a bunch of stuff that comes up as if we were searching what that meant. Go ahead. Sir, don't you think you skipped something?
08:00
Speaker 1
Ah, yes, sorry. Windows in the first internet, and then ethernet, sorry. And then from the top, you have a field there that you can type, find the settings. I'd like you to type there, control panel. Uh, panel. Control panel. Uh, not that one, sir. Uh, this is Windows 10. Uh, there should be control panel. It's an old operating system option. [silence]
09:00
Speaker 2
Do you want me to go to network and internet first? All right. and control panel. There's a there's a button on my computer called
09:00
Speaker 1
uh, if you already type the search bar there, the control panel, uh, you just need to click the control panel option. It will give you a different window. and it's two words there. Uh, type control panel, two words. Yes, sir. Uh, from the top, under ethernet, there's a search bar on the top, sir. We're gonna go to control panel, click it. And then you should, uh, okay, um, there should be,
10:00
Speaker 2
Now, what do you want me to hit besides the control button? Just control all by itself? Just the control button? You want me to type something like what? Okay, I got it. Now it takes me to Taskbar, Control panel, and system, both that's not hard. There's a hell of a lot easier way to get the control panel.
10:00
Speaker 1
Network and internet there or network and sharing center. Which one do you have? Click that one and then um, on the, uh, you should have the network and sharing there. Okay, click that one too. On the upper left, do you have an option there to click change adapter settings? Change adapter settings. Okay. Now, there's a back arrow on the upper left.
11:00
Speaker 2
network internet [silence] Okay. Yeah? there's three choices you want me to click networks status and task or connect to network or view network computers and devices [silence] No. [silence]
11:00
Speaker 1
Click it once, we're going to go to the previous screen. And from this page again, what do you have? Network and internet Or network and sharing center? Okay, click on network and um... Network and internet. I see. I'm looking for uh... from this option here. Network and sharing center. Nothing like that. Whoa. Whoa, whoa, whoa. Whoa. Whoa, whoa, whoa.
12:00
Speaker 2
all right network and internet underneath that it says view network status and tasks all right we're right back where we were a little while ago there's view network status and tasks and
12:00
Speaker 1
Just check here. [silence] okay. [silence] We're going to the network and sharing center, sir. We're going there. Okay. On the upper left, you have their change adapter settings. [silence] Okay. Now since we're using Ethernet.
13:00
Speaker 2
There's two, once I click on network and internet, there's two basic things that comes up. One is network and sharing center, and the other one is internet options. All right, and what am I looking for next? Change adapter settings. Okay, I see it.
13:00
Speaker 1
[silence] any ethernet icons? [silence] Okay, no, no, no, just the ethernet icon. [silence] Sorry, cuz we're going to double check the IP address being given by the modem. [silence] And we're almost there. [silence] Okay, and I'd like you to hover the mouse to [silence] there. [silence] And then um do a right click. [silence] And then um the ethernet icon there. [silence] Um [silence] You can hover your mouse to it and it's going to give you an option.
14:00
Speaker 2
Yeah. Do you want me to click on Settings? After, Settings? Yeah, it says Internet above it and below it says Ethernet. And I'll right-click on what? Well, right next to the picture of Ethernet, there's the word Ethernet. And above the word Ethernet, there's the word Internet.
14:00
Speaker 1
Oh, you want me to click on status? Are you... okay? Yes, I did. I thought you already did sir. That's what we're going, change adapter settings. Okay. Which one is connected under ethernet, sir? Okay. Can we hover the mouse to it?
15:00
Speaker 2
No? this is a picture. Right next to the word Ethernet. Now mind you, you told me a little while ago, you wanted me to look for change adapter settings. I said to you, then you then you started going on and I said, I said, did you want me to check to to click on change adapter settings? And you said no. All right. Now I see Ethernet, local area connection and Wi-Fi too. It's it's this uh, it's the extender.
15:00
Speaker 1
and then uh do a right right click and then left click on status. And there's a details button.Just some details button. Mm-hmm.
16:00
Speaker 2
[KEEP_UNCERTAIN] What's up, what's up? All right. All right. Okay. Let's click on status. All right. Then, what? The, details. Detail, details. Uh... Ethernet status. Under, now, I, when I click on that, it says general. And, and under general, has connection, IPv, for connectivity. case, I don't have that. I mean, it's, has got details here. And then IPv and I have, it says, IP for version. auto configuration and it's enabled and then add on the click on it but nothing happens nothing happens and my router is actually showing other futher saying yes my internet connected but there is no shows no ip no connectivity so my question is how do i fix this uh... okay so if i see your printer status there is connection go to one there's network right there in details, and then IPv4 and IPv6. You should see something. Have you marked on property? right click on the connection and click on properties. no, maybe it's because i'm just clicking on it, right? click on it, right click and go to properties. where? on that, connection right there. see, right click. Oh, alright.ip4 there, and I have OK, and IPV auto configuration and that's something. So that's IPV4, then IPV4 on the net for like V6. Click on it and make sure both IP and down situ elements, go and clicked and enabled. Alright. Not just that speed enabled. Right, there you go. Bam, connect to the internet. I will try something. I'll reconnect it. Okie doko, and we'll be waiting there. Okay. Hey, there.Were you able to connect now? Did it connect? I refreshed and nothing again, nothing cellular.
16:00
Speaker 1
Click on details, sir. If you click that, it will open a new window. Uh, can I have the IPv4 default gateway, sir? Oh, okay. So, this is so we can't access the page. Now, um, we, uh, set this up as an extender, okay? Um, hoping that we can access the interface and verify the firmware, sir. Now, I have to check this with the team whether or not this is going to be a possible RMA, sir. Okay? Because, uh, we haven't verified the firmware.
17:00
Speaker 2
IPV6 connectivity media state duration and speed details. all right, What do you want to know? the same. as I gave you a little while ago. 10.1. 10.1.
17:00
Speaker 1
Hello, sir. Are you still there? Uh, no, sir. I have to consult this with the team. I have to send an email and then, um, I have to get back to you on Monday, sir. Because um, we already checked everything, uh we can't pass the uh, access point setup, we are now setting this up as an extender and uh, we can't seem to access the interface to verify the firmware. And then I may have to consult the team with this.
18:00
Speaker 2
Yeah, I mean, I'm here, but I only, I could only understand about half what you said. You want me to hold, right? [silence] Look, I am not going to go through every damn thing I've been through again on Monday. Monday we're open for business.
18:00
Speaker 1
Yes. Yeah, we're not going to troubleshoot on Monday, sir. I'm going to get back to you. And then, once I have a response from the team, and I will ask them if this is good for a placement or not. Then I have to give you their instructions or whatever that is on Monday. Uh, let me just check if I have something here that I can consult with. Okay? I'm going to place you on hold like maybe three or five minutes, sir, okay? I'll be right back. Thank you, sir. [silence]
19:00
Speaker 2
I can't be setting in here on Monday. The people who work in this office will be in here on Monday. [silence] And what if they say no? [silence] Like I said, I can't do this again on Monday. So, talk to who you need to talk to and come back to the phone. Go ahead.
19:00
Speaker 1
Uh, Hi, there. I apologize for the long wait. Sir, okay. Now, uh, check, I'm sorry, Sir. Okay. Now, uh, there it has a cond, okay, because, uh, I see I see that there's really a problem with an extender. It doesn't route you to the access point our configuration. Second of all, uh, we can't seem to check the firmware. Now, um, checking on the links website right now, this RA6,400 is part of the EOL, meaning end of life. And Links sees, uh, is no longer manufacturing this. Therefore, uh, there's no stock for the replacement. Uh, then I'll put it in another scope, okay?
33:00
Speaker 2
It's all right. I rather do it now. I said it's okay. I want to finish just now.
33:00
Speaker 1
alternative solution for linksense. They offer this, pro-rated refund, Darren. Okay. Now, I have Albert attached a receipt. I believe you purchased this one, September 27th of 2025. I see the screenshot. Yeah, that's September 27th. That's, I'm about to say that Darren, okay? If ever, uh, it's gonna go to a pro-rated, uh, refund and yes, it's gonna be zero. Not only that, um, uh, you are going to send the defective unit to us. I'm sorry, sir.
34:00
Speaker 2
Yes, here. Here, here. Let's do this. Let's do this. The pro rating is zero. I haven't even got to use it. And you're going to send me a call tag?
34:00
Speaker 1
you're kind of breaking up there, you want me to send a call tag? Yeah, again, most likely if this is going to go to a pro rated refund, uh, it's going to be zero there. And then, uh, you have to send the defective unit to us if it goes to a pro rated refund. Now for pre-paid label, uh, uh, uh so we don't provide uh, uh, pre-paid label or a call tag.
35:00
Speaker 2
Yeah, you know, shipping label. Once again, now that we've said all that three times, two times for no good reason, are you going to send me a call tag? Basic you guys ain't worth a fuck, nothing but damn cheating ass Crooks. I but sundry.
35:00
Speaker 1
I just want to tell you ahead of time, there, okay? That's the outcome and you're right. By that time, Darin, your ticket will be forwarded to the customer service team. And yes, they will email you regarding the amount left. Yeah. If it's gonna go to a prorated refund.
36:00
Speaker 2
something. It ain't no damn good, and instead you send me one, you want the old old damn one back, that ain't no good. You want me to spend money and send you back the old one, it ain't no good. And you're not gonna pay me back for the postage it's gonna cost to send it to you, that ain't no good for you to throw away. [silence].
36:00
Speaker 1
[DOWNWEIGHT] and um I don't have the this is a system generated so most likely I hate I hate to say this but it's going to be around $5 or $2 or um this is just an estimate uh it's around maybe $5 or $3 if it goes to a yeah it's a system generated sir okay I don't have the calculation with me yes sir um most likely sir yeah based on the um amount 32 and um you purchase this one.
37:00
Speaker 2
the amount be what I paid for it? Say it again. That's what they're going to give me back. So in other words, since I haven't ever got to use it, they're going to pro rate it and give me back $5.
37:00
Speaker 1
one September uh of last year and it's three months left so I guess around those amount sir I'm so sorry. So I'm just setting up the experience. And this is already part of the EOL, meaning lynx is not manufacturing this. And there's we can't provide there's no replacement already sir. There's no lynx is not manufacturing this particular model. So, for sure, it's gonna be out of stock. There's nothing to replace. [silence]
38:00
Speaker 2
Yeah. So, I've got to use it zero months out of twelve months. So, send me a replacement that does the same thing. Sir, listen to me very carefully. You run into this all the time. They don't make this particular model. But everybody who's legitimate, can
38:00
Speaker 1
Are you telling me that? I'm sorry, are the lines that, um, breaking up? OK. Are you telling, um, uh, a model exchanger? Is that what you're talking about? I have to check that one if, uh, there's an available, um, Darren. But for this particular, uh, model, our A6400, it's in our links, his website. It's part of the EOL. Uh, I have to check that one with the inventory and, um, it has to be with the customer service team there.
39:00
Speaker 2
And tell me you don't make this one anymore, but you have to make a different model that does the same thing. So, send me the one that replaces it. The newer model.
39:00
Speaker 1
I don't have the visibility, and I need approval. If there's any model exchange, okay, I have to seek an approval. I have to wait for that there. And it has to we the customer service, I have to send an email to check the availability. That will take me some time.
40:00