V2 Rubric Detail — ac69b02a-66a1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 20:59
Duration
9m 26s
Contact
kenneth Stachel
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133310
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall53.5% (+17.5)

V2 Grader Summary

The agent followed the correct OOW path by offering email instructions and paid support, but failed to resolve the issue or confirm setup success. Troubleshooting was incomplete, communication errors increased customer effort, and no empathy was shown despite clear signs of frustration. The case remains unresolved with avoidable friction.

V1 Case Analysis

Customer unable to access RE7350 setup page; agent advised reset and default Wi-Fi connection but provided incorrect URL (Xtender.linksys.com). No verification of steps. Issue unresolved.

Troubleshooting Steps
  • Collected serial number
  • Advised connecting to default extender Wi-Fi
  • Provided URL extender.linksys.com (corrected from initial correct statement)
  • Suggested a 15-second reset of the extender
  • Offered to email setup instructions
Key Observations
  • Agent provided an incorrect and unsupported URL (Xtender.linksys.com) at [08:00], which is a serious accuracy failure.
  • No verification of reset, SSID visibility, or connectivity was performed before ending the call.
  • Paid support was offered at [07:00] before confirming customer understanding or willingness, without first resolving basic access issue.
  • No case number was created or referenced, indicating poor case management.
  • Agent failed to correct or clarify the URL after initially stating it correctly at [04:00].
Positive Highlights
  • Accurately collected and repeated the serial number (41P10M13E02709) at [02:00], confirming correct device identification.
  • Correctly described the default SSID as 'Linksys Extender Setup' and explained the need to connect to it without internet access.
  • Provided the correct reset duration (15 seconds) to restore factory settings.
  • Offered to send written setup instructions via email, which could still help if the correct URL is included.
Agent Errors / Gaps
  • Provided incorrect and unsupported setup URL 'Xtender.linksys.com' at [08:00], which contradicts Linksys KB and risks customer misdirection.
  • Did not verify that the reset was performed or that the default Wi-Fi SSID 'Linksys Extender Setup' was visible.
  • Introduced paid support prematurely at [07:00] without exhausting basic troubleshooting or confirming customer need.
  • Assumed out-of-warranty status without performing a formal lookup; relied solely on lack of receipt.
  • Failed to create or reference a HappyFox case number.
  • Repeated instructions without confirming customer comprehension or progress.
  • Did not correct the URL error after initially stating it correctly at [04:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the extender was set up successfully; only offered to send email instructions without verifying resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested resetting the extender and accessing extender.linksys.com, but did not verify if the customer could see the setup network or complete setup steps.
R3 Met Correct resolution path conf 95%
For an out-of-warranty RE7350, agent offered email instructions and optional paid support — correct path per OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified WPS failure and setup page access issue, but skipped confirming LED state, reset success, or Wi-Fi connection status.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools needed; agent used standard web-based guidance appropriate for extender setup.
T3 Partially Met No misinformation conf 85%
Correct URL and reset duration given, but agent said 'Xtender.linksys.com' and misstated email as 'Stetchel...@gmial.com' — minor but avoidable inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided some direction but failed to set expectations early and abruptly introduced paid support without transition.
C2 Partially Met Confirmed understanding conf 80%
Language was mostly clear, but repeated mispronunciations (e.g., 'Xtender', 'Stetchel') and spelling errors caused confusion despite context.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and committed to sending instructions — demonstrated ownership.
O2 Met Proactive follow-through conf 90%
Agent specified they would email instructions within five minutes and invited a callback with proof of purchase — clear next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer frustration, repeated attempts, or difficulty — no empathy expressed.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, transactional tone and did not adapt to customer’s pace or confusion about email and URL.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number and correct email address; agent failed to reduce repetition or streamline data entry.
Call Transcript19 turns · 19 lines
Speaker 2
Welcome to links us 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.linksus.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 two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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, please have your device's serial number and contact information ready.
00:00
Speaker 1
Yes, I purchased a Linksys Wi-Fi extender, and it's, or the model, RE7350. And I was trying to connect it, according to the meager instructions given with the product, and the WPS wouldn't work. So I have a link.
01:00
Speaker 2
If unavailable, kindly call back later for out of guarantee product paid support options. Thank you for calling Minksis. This is May, how can I help you? Are you there? Okay, there is another way around to set up the extender without using the WPS. I'll walk you through that. I just need the serial number of your RP7405 extender. I [silence]
01:00
Speaker 1
Okay. Not the Mac number. Okay, Serial number is 41 P10 M13 E02709. Correct. Yeah, I'm not sure when I bought it. I just like, oh boy, I don't have my receipt. Now. [silence] Okay.
02:00
Speaker 2
Serial number. Not the Mac but the serial number, SN. Okay. What I have here is four one P for Papa, one zero M for Mike, one three Echo, zero two seven zero nine. Okay. Um, it's just that it shows here it was uh purchased year 2024. But I can have this one updated. You mentioned you just bought it, right? But you still have the receipt or any proof of purchase if you.
02:00
Speaker 1
Okay, I got online and and tried to um, unlink the, unlink this. And it kept telling me to put in my Mac number with the uh extender xxx. And as far as I got was, was I got a screen and it said connect now? Or no, um, set up now. But it was a demo. And I could never get the screen. That was the actual 7350 product screen to start the setup.
03:00
Speaker 2
On your website, you can take a screenshot, and I can go ahead and assist you right now. If you can't, I can still send you email that email contains two set up instruction for the linksys extender to work. It's like this, it's like this. Your device, which you are using, it should be connected to the default Wi-Fi of the extender which by default it's extender.
03:00
Speaker 1
extender linksys.com now how do you get to how do you get to how do you get to the default page do you go online it was I pulled a not to get the model number
04:00
Speaker 2
Linksys extender setup, that's going to be the default name. So you'll be connected to it, no internet, but that's totally fine, because without internet, you can still set up the extender. So once your device is connected to the default Wi-Fi name, you just need to open a browser and access extender.linksys.com, that will surely route you to a page that says Start Setup. It's a Setup Wizard. That's how you can yeah extender.linksys.com. You should um, hmm. You should your device should be connected to the default Wi-Fi name. Is it connected already to the Linksys extender setup Wi-Fi?
04:00
Speaker 1
It's what um. No, it can't. No, it was blinking yellow. Okay, started out solid blue then blinked yellow. I can go to the settings on my. Hmm.
05:00
Speaker 2
Set up. Because if not, you need to reset your extender. It's not steady green, right? Can you still see its default WiFi broadcasting, which is "Linksys Extender Setup"? And you can go to the settings of your phone, go to WiFi and check if the WiFi name is broadcasting. [silence] Settings and WiFi. Settings and WiFi, where you can see all the WiFi available. [silence] You need to start by connecting your device to the extender's name. [silence] It will not really route you to its setup wizard if the phone or the...
05:00
Speaker 1
I see. Okay. And I can do that through a computer or a phone? Okay. And I can do that on my computer through the setup? Okay. Okay. And I just go to settings. I'm guessing it has something to do with
06:00
Speaker 2
device you're using is not connected at all to the extender's wi-fi it will be separate as long as it's connected to Linksys setup wi-fi name Linksys extender setup yeah if that name is not a broadcasting you need to reset the extender by pressing and holding its reset button for 15 seconds for you to see its default life name which is Linksys extender setup
06:00
Speaker 1
OK. Well, I'll give you my email address just in case. It's staciel0cam@kenneth@gmail.com. Correct. Correct. Correct. OK. Correct. Correct. [silence]
07:00
Speaker 2
And that, yeah, do you want me to send you an email? If not, we do have another option. Paid connect, but that will cost you $15 for just one time troubleshooting. That will last for an hour. You think you can do it already? Okay, what's your email address? Okay, that's Stetchel, I mean, dot Kenneth@gmial.com. Your first name is Kenneth and then last name is Stetchel? Who is your internet? [silence]
07:00
Speaker 1
I got an Armstrong cable company? Out of Butler Pennsylvania. Okay, and I got to my settings in my computer and it's showing the Linksys zero seven eight one three properties, connected and secure. And now I go, Now I go to the website.
08:00
Speaker 2
Okay. Okay. I'll just create an account here. Once this call will end, just wait for five minutes. Max, I'll send the instruction via email, okay? Okay. You can then actually just access the website I told you earlier, which is Xtender.linksys.com since you're already connected to it. Yeah, I'll write the website. I'll um, I will that's part of the instruction that I'm about to.
08:00
Speaker 1
Okay. Okay. All right. Thank you. I know.
09:00
Speaker 2
All right, I can stay longer in the line since your device is out of warranty, but feel free to call us back once you found a receipt of your, uh, extender, we can then update your the warranty start date. Okay? All right. Thank you for calling, , Kenneth. Bye for now.
09:00