V2 Rubric Detail — add73192-73d2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:53
Duration
26m 14s
Contact
S Chhababa
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135177
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6800_device reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall67.4% (+11.4)

V2 Grader Summary

The agent correctly identified the RE6800 as end-of-support and provided best-effort troubleshooting, including actionable next steps via email. Setup was not completed during the call, but ownership was maintained and technical accuracy upheld. Empathy was limited, though communication was generally clear and appropriate for an out-of-warranty device.

V1 Case Analysis

Customer unable to complete RE6800 extender setup post-reset; extender not detecting main network and prompting for password. Agent confirmed device is end-of-support, offered to email 2.4 GHz setup guide. No resolution achieved.

Troubleshooting Steps
  • Instructed to perform factory reset and verify blinking orange LED.
  • Directed to connect to default extender Wi-Fi SSID (Linksys Extender Setup–1CD).
  • Guided to access extender.linksys.com.
  • Advised to move extender within 5 feet of main router.
  • Recommended restarting main router and performing another reset.
Key Observations
  • Agent repeated the same reset-duration question multiple times [01:00, 02:00], causing unnecessary loops.
  • No verification that the customer was connected to the extender's default Wi-Fi before accessing extender.linksys.com [05:00–07:00].
  • Serial number was initially misheard (RE6310) but later corrected [01:00]; warranty status was inferred from EOL statement, not verified via lookup.
  • Agent limited assistance after stating the product is end-of-support, offering only an email rather than full troubleshooting [09:00].
  • Email address was captured with phonetic spelling errors but normalized correctly to chaba@ccf.org [20:00–23:00].
Positive Highlights
  • Polite and patient tone throughout the call.
  • Correctly identified the default setup URL (extender.linksys.com) and that no password is required initially [05:00].
  • Accurately informed the customer that the RE6800 is end-of-support as of April 2025 [09:00].
  • Offered to send a step-by-step email guide for 2.4 GHz setup [09:00].
  • Correctly advised moving the extender within 5 feet of the main router for setup [12:00].
Agent Errors / Gaps
  • Failed to confirm the customer was on the default extender Wi-Fi network before directing to extender.linksys.com [05:00–07:00].
  • Did not ask for or verify the main router’s SSID/password, which is required to complete extender setup [11:00].
  • Repeatedly asked the same reset-duration question without progressing [01:00, 02:00].
  • Collected an incomplete serial number initially and did not perform a warranty lookup [01:00].
  • Provided limited assistance after stating the device is end-of-support, without exploring all possible troubleshooting steps [09:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The extender was never successfully configured during the call; the agent ended support and offered only email instructions.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked about reset duration, LED status, and advised moving extender closer and restarting router, but did not verify signal strength or guide through full setup completion.
R3 Met Correct resolution path conf 96%
Agent correctly identified RE6800 as end-of-support (April 14, 2025) and provided best-effort troubleshooting via email instructions rather than dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptoms (password prompt, network not showing) and asked relevant questions (reset time, distance from router), but did not fully determine root cause such as possible firmware or band steering issues.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal knowledge of EOL status and standard setup behavior appropriately; no additional tools were required for this scenario.
T3 Met No misinformation conf 98%
Technical guidance aligns with KB: default network is open (no password), orange LED means ready, dual-band capability exists, and placement near router aids detection.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control and gave instructions, but lacked clear framing, had unexplained silences, and failed to summarize next steps until prompted by customer.
C2 Met Confirmed understanding conf 93%
Agent used simple language, avoided jargon, repeated key points, and confirmed understanding when guiding setup steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the line, performed troubleshooting, and committed to sending follow-up email without transferring or abandoning the case.
O2 Met Proactive follow-through conf 95%
Agent specified email will be sent in 'three to five minutes,' advised router restart and final reset, and collected correct contact details.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is referenced or evident; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the product is out of support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore, execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained professional and patient but never explicitly acknowledged customer frustration or expressed empathy beyond procedural responses.
X2 Partially Met Tone & rapport conf 87%
Agent spoke clearly and used plain terms, but did not adapt pacing or check comprehension during moments of customer confusion (e.g., network not appearing).
X3 Partially Met Overall experience conf 89%
Agent asked customer to repeat resets and try different devices, increasing effort, but offset this by promising detailed email instructions to prevent future calls.
Call Transcript44 turns · 47 lines
Speaker 1
[silence] This is Surrendra. I have linked his row the wife. The extender right now with me, the model number is a.
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, paid support may be available depending on your issue. Please have your devices 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. [silence] Thank you for calling Linksys. This is L., how can I help? [silence]
00:00
Speaker 1
Sorry, I'm trying to see. I'm trying to set up. I did a factory reset, but somehow, the setup doesn't go through. It is a low, you know, it's asked me to wipe override, password reset, password reset again as well. So, wasn't sure what is going on with this. This is a R6800. Model 6800, not 68. 6800 6800. Yes, no. Serial number is 22A for Apple, 10p for Peter, 05737676. [silence] [music]
01:00
Speaker 2
RE 63 10, can I have straight a serial number? 688 okay. Can I have straight a serial number? Thank you so much. Let me just double check that one, sir. Okay. How long did you press the reset button?
01:00
Speaker 1
What is that? 15 seconds. by using my phone. So, I go, I connect to Wi-Fi right using the links in the watched video. So I connect to the Wi-Fi using the links, and then I go to this extender, the extender.links.com device. And uh, it does not let me connect at all, it says password, enter the password, enter the password again. So, I wonder, I can from computer too like lap, like, yeah.
02:00
Speaker 2
How long did you press the reset button? 15 seconds. Okay. And then how you how are you trying to set it up? And where are you going to sir, on your phone? Do you have any website? Correct. Mhm. I think, I think you need, ah not yet sir, I think you need to properly reset, sir, the Linksys router. How many seconds did you press the reset button again? 10 seconds.
02:00
Speaker 1
15 seconds. I can press while you're on line with me. Yeah, I can press more here. How about can you yeah it's reset right now. Okay Reset button here. I'm pressing it the devices yeah yeah I'm doing it right now. [silence]
03:00
Speaker 2
One.
03:00
Speaker 1
Let go now. Hello? Yeah, I I I can let go right now. 30 seconds are passed, right? Wait a minute, I will let you know what, the LED light is blinking green right now. It was blinking orange before. It's blinking. It's blinking orange right now. Yes, you're right. It should not ask for
04:00
Speaker 2
Yes, sir I'm still here did you let go already Yes you can let go and then what's the LED light okay if it properly reset it, it's supposedly it's after a few seconds or minutes, it should be blinking orange that means it's ready to be M M All right and then you should the wifi name should revert back to Linksys extender setup and then it should not ask for any password, sir try to connect [silence]
04:00
Speaker 1
Okay, let me let me one minute. Let me log in while you're there. Linksys extender. Yeah. I did that. It is Linksys extender setup - 1 CD. I did that. It's connected. What website I should go to? Extender.link what was it? Extender.linksys.com It's asking me for the password again. Let me connect to my.
05:00
Speaker 2
Yes, it should not ask for a, uh, any password because it's open by default. Uh, uh, uh.
05:00
Speaker 1
On the page here. Okay, let me see. Okay. I'm using my laptop. Let me see, different browser. I can use different browser too. So, explorer.com. Right? Okay, I did it. One minute. Give me. I don't know if it's connecting or not but you want me to connect to here, right? And the laptop or the device, let me connect. One minute. Yeah, yeah. One minute. What? Make sure what.
06:00
Speaker 2
asking for a password on the page. Try using, sir, a different browser. or a different device. Okay. Extended.conf link correct? Yes, tryYes. Make sure you're connected to the default Wi-Fi.
06:00
Speaker 1
Uh-hu You are not connected. It says let me see. I'm just connecting my laptop here right now, it's still blinking orange, like you mentioned over there, right? So I connected to my laptop. I connected to my laptop right now. I'm going to go on website extender.Linksys.com, right? Let me see on my laptop. Let me extender.Linksys.com. Okay. Then.
07:00
Speaker 2
If you're using your different device, make sure that that device is connected to the default Wi-Fi name of the extender and then try the extender that linksis.com, yes, once connected. Okay, that's fine. Yeah, that's fine.
07:00
Speaker 1
"Ranger extenders I use the W-L-L extend on next looking for network I'm on the process okay so let me see here one minute let me see if I can enter one minute yeah you know one more question I had for you I want to set up this as a 2G network so let me set up here and then I need your help to see if I can set up as a 2G network, OK." [silence]
08:00
Speaker 2
I think you're on the process... I think you're already on the process of setting it up. If it asks for a Wi-Fi name that you'd like to extend, then you're on the process of setting it up. In terms, sir, of setting it up after you successfully
08:00
Speaker 1
So I connected to the network. It's still looking for the network. You think it will connect? Okay, it's connected. So this blinking orange light on the on the device, it should turn into green, right? I think I setup it's completed.
09:00
Speaker 2
fully met this one app on on online. I can only send you an email step by step on how you can set up the extender as a 2.4 network only because uh based here on our system, the support has been ended for the RA6800 last April 14 of 2025. So we are no longer supporting you this unit over the phone. I can only send you an email step by step on how you can do the 2.4 GHz only. It will connect you if you're on that process, yes. It will turn solid green sir once you have completed the setup.
09:00
Speaker 1
here. Setup is completed. Choose your 5G network. That's what it shows me. Choose. Look for more network. One minute. It's not showing me. Looking for network. Can I go back into the same support here? Because it's not even showing me why my,
10:00
Speaker 2
Just follow the prompts on the page. It will let you know if the device has already been set up.
10:00
Speaker 1
You PI networks, why my Wi-Fi doesn't show up on this? I did, I get. So I accepted the start automatic software update as a wireless range extender, right? Then this is done, so I'm looking for network. When I select the network here, but it does not show. So basically I select here, the network. Enter the what is that? Very close, very close. Like maybe around uh
11:00
Speaker 2
extender. How far is this extender to the router to the to your main router? okay. How far is this extender to your to your main router, sir? How far is this extender to your link link uh to your main router? Just
11:00
Speaker 1
[DOWNWEIGHT] [silence]
12:00
Speaker 2
Okay. Usually, sir, for the setup, it's advisable or recommended to place the extender at least five feet within the main router or within the same room where the main router is so it will be easier for the extender to detect the Wi-Fi of your main router. You need to unplug this extender and then plug it near with the main router.
12:00
Speaker 1
I'm trying to set up some. taking that to so within five feet, you said we need to set up? uh the disconnect this from here. I'll take you downstairs. my the router please one minute. Let me see. if I can take it downstairs where the main router is. 32 seconds, okay, one second, yeah. Okay, there it is. Okay, let me see.
13:00
Speaker 2
Okay.
14:00
Speaker 1
is blinking orange now. [silence] is blinking orange now.
15:00
Speaker 2
Alright. [silence]
15:00
Speaker 1
Yeah. [silence] Yeah, it's connecting that to Linksys. Yeah, it's connected to Linksys now. I'll go to extender.Links.com. Yeah, I'm in that. It says, welcome to RE6800. Then start. Next, looking for the network. It doesn't show my network here. Oh, now it shows, yeah. So I go name main network. [silence] Yeah.
16:00
Speaker 2
Okay. Okay. [silence] Yeah, you have to select the Wi-Fi that you'd like to extend, sir.
16:00
Speaker 1
Being dead, Yeah. You're looking for the network it just. Okay. I think they're trying to fix the network.
17:00
Speaker 2
okay okay sir and then who's your internet service provider by the way sir Spectrum? okay
18:00
Speaker 1
Die take long times to connect to the network. It's still connecting. extender is having trouble connecting to why with a network. And rebooting a router. [silence] Yeah.
19:00
Speaker 2
Usually, sir will take 2 to 3 minutes. Okay, what you can do on that one, sir, you can restart your router, the main router. Turn off your main router, leave it off for at least three minutes, and then turn it back on. Once the router is back with internet connection, do one last reset with the extender, and then try to connect it back to the network, then do the set up. However, without one, sir, I cannot stay longer on the line because the device is already end of support. I can only send you an email step-by-step for how you can set it up as a 2.4. Can I have that one please? Thank you. And also, sir, for suggestions, copying notes on a user guide for the future reference. And a hard copy of the user guide as well. [silence] Sure, sir.
19:00
Speaker 1
Yeah. Yeah, can you email me at CHC. Apple, B for Bravo, A for Apple, S for Sam at ccf.org dot org. document end at the rate Charlie Charlie Frank, PCF.org.
20:00
Speaker 2
Harley Frank. Oh, okay. And first name and last name. And this is the best call back number, the one that ends in 13903. Okay. The last name sir is C H A B A B A, right?
21:00
Speaker 1
I'm tried. I did already. So it just connect five. Sorry, one last question. Does it connect to 5g network as well? The extended. Doesn't show my my when I my network it only shows 2.4 gigahertz.
22:00
Speaker 2
uh okay, okay, THH. Okay, thank you so much. Uh so give me three to five minutes after this phone call, I'll send it to your email, um while you're waiting, restart first the main router, okay? Okay, right. And then if anything, this one, please double check this one, sir. Yes, it's actually dual bands, sir. So it has 2.4 and 5 gigahertz.
22:00
Speaker 1
5gh on my network to connect this device. Yeah, it is 5 GHz because it is the latest router. Okay. Yeah. The email address again for me, please. So we get it right email. What email address you. Can you confirm the email address, please?
23:00
Speaker 2
Do one last reset since so it will try to detect the 5 gigahertz. But supposedly it should have detected 5 gigahertz. Does your router uh does your router has a 5 gigahertz? Okay. I see. So, um yeah, sire, to try to do one last reset and go through again with the extender.linksys.com. But I'll send you the email step by step for this, okay? Give me three to five minutes, all right? Anything else, any follow-up questions? Um, yeah, sorry.
23:00
Speaker 1
Yeah. That's what you have? Yeah. No, no. Can I? OK. Yeah, that's correct. Yeah, thanks. OK. OK. [silence] no, I hope this will work, I'll just keep going back. thank you. Okay, bye. You too, bye.
25:00
Speaker 2
okay, all right. So, yes, anything else, just give us a call, okay? Have a great day. Bye bye.
26:00