V2 Rubric Detail — adf772a6-73e9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:38
Duration
19m 37s
Contact
Ronald Thompson
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135209
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LED Changed
⚠ 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: Avoidance/Evasion — agent avoided conducting basic troubleshooting, provided factually incorrect technical information regarding LED indicators, and dismissed a potential hardware issue without escalation despite the device being under warranty.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to diagnose or resolve the dim blue light issue on a two-month-old RE7350 extender, provided incorrect warranty information, and offered no actionable steps. Despite documented procedures for RE series troubleshooting and clear escalation triggers for potential hardware faults, the agent minimized the issue without investigation, resulting in an unresolved outcome with critical failures in technical accuracy and ownership.

V1 Case Analysis

Customer reports dim solid-blue LED on RE7350 extender purchased April 14, 2023. Agent incorrectly stated warranty expired (claimed purchase in 2016), provided no troubleshooting, and closed call with invalid advice to 'monitor'.

Troubleshooting Steps
  • Confirmed model number RE7350
  • Recorded serial number 41P410M13849101
  • Acknowledged prior power cycle performed by customer
  • Noted LED is dim but solid blue
Key Observations
  • Agent grossly misstated purchase date (2016 vs 2023) and warranty length (1 year vs 2 years), leading to false out-of-warranty conclusion.
  • Agent provided factually incorrect technical explanation: claimed LEDs 'change color' due to 'mix-ups' and that dim blue is normal behavior — directly contradicts KB (universal_range_extender_setup.md and led_range_extender.md).
  • No standard troubleshooting steps (factory reset, firmware update) were offered despite clear hardware symptom (dim LED).
  • Agent provided a nonsensical, invalid case number.
  • Call contained excessive filler, long silences, and poor control, severely impacting efficiency.
Positive Highlights
  • Obtained correct model number RE7350 after customer located it — [04:00]
  • Successfully recorded serial number as spoken by customer — [05:00]
  • Captured customer name and email — [06:00]
Agent Errors / Gaps
  • Incorrectly stated customer purchased device in 2016 (actual: 2023) — [16:00]
  • Incorrectly claimed RE7350 has only a 1-year warranty — KB states 2 years — [16:00]
  • Falsely concluded warranty is expired — device is still in warranty — [16:00]
  • Provided invalid technical explanation: claimed LEDs 'change color' due to 'mix-ups' — no such behavior documented in KB — [13:00–14:00]
  • Failed to perform any standard troubleshooting (factory reset, firmware check) for LED issue — [12:00–15:00]
  • Provided a nonsensical, invalid case number — [17:00–18:00]
  • Misled customer by stating dim LED is normal and to 'monitor' — no validation or resolution attempted — contradicts KB guidance for dim LED (universal_range_extender_setup.md and led_range_extender.md)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent told customer to continue monitoring the dim blue light without confirming resolution or offering troubleshooting; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic steps performed beyond collecting model/serial; no power-cycle, reset, firmware check, or LED interpretation attempted.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly stated purchase date as 2016 (not 2023), leading to wrong warranty assessment; failed to offer appropriate path despite device being under warranty and symptom possibly indicating hardware defect.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to apply a logical diagnostic process. He ignored the specific symptom (dimming LED) and did not ask any diagnostic questions to determine the root cause, instead dismissing the symptom as a 'mix up' of colors.
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use internal tools correctly to verify warranty, stating the purchase date was 2016 when the customer explicitly stated it was bought two months ago (April 2023).
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect information. He claimed a dim blue light is a 'mix up on the light indicators' and that it turning teal/green/turquoise is 'actually still fine.' The RE series KB does not support this; it specifies the LED blinks orange for setup and does not list 'dim blue' or 'teal' as healthy operational states.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent framed interaction by collecting info and creating a case, but lost control during verification phase with long silences and repetitive questioning; transition to resolution was weak.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms and repeated key info (case number), but failed to adapt when customer expressed confusion about LED behavior — repeated scripted reassurance instead of clarifying.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent created a case and documented details, showing initial ownership, but failed to follow through with action — no troubleshooting, escalation, or commitment to resolve.
O2 Not Met Proactive follow-through conf 90%
Only next step provided was to 'continue to monitor' — no specific action, timeline, or follow-up commitment made despite unresolved symptom.
O3 Not Applicable Closure confirmation conf 95%
Confirmed first contact; no prior case history or handoff context required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Dim or fading LED on a two-month-old RE7350 could indicate hardware fault; agent did not escalate to L2 or initiate RMA process despite under-warranty status and persistent symptom.
E2 Not Met Escalation prep & handoff conf 85%
No escalation executed — therefore no correct path, details, or customer notification about escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent used polite language and acknowledged customer’s concern with 'I totally understand,' but provided no genuine empathy for repeated effort or device concern beyond script.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a calm tone and paced with customer during data collection, but failed to adjust when customer questioned LED meaning — doubled down on incorrect explanation rather than reassessing.
X3 Not Met Overall experience conf 90%
Customer had to repeat model number, serial number, and purchase date multiple times due to agent’s disorganized verification — avoidable repetition increased customer effort.
Call Transcript30 turns · 33 lines
Speaker 1
Welcome to Linksys support. To ensure quality of 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-warmty products, face support may be available, depending on your issue. To learn more about your service option, press two. Please have your device serial number and contact information ready. If unavailable, please call back later. Mm. Mm. Mm. Hello? Hello, thank you so much for waiting.
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.Linksy.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2 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. [silence]
00:00
Speaker 1
I'm calling about a doing, um, this extender, and the blue light that's on there is real, it was real bright before, so I'm not sure though, so it just seems like it's, I mean, I can hit it, it's going, it seems like it's working, but the light is real dim, all of a sudden. Like I said, it's only two months old. It's a Linksys Max-strength Wi-Fi 6 range extender. You can check under the label, I mean, if it's not in there, what is that? a number? The exact model
01:00
Speaker 2
Linksys technical support. My name is Dylan, how can I help you today? Okay. Yeah. Okay. I see. Can you provide me like, the exact model of the device there? You can check underneath the route, I mean, the device itself.
01:00
Speaker 1
that is the model the Max-Stream Wi-Fi 6 range extender it says it says AX1800 what's what kind of number is it is it a number because I'm looking on the box now is it R like R E and what was what's what's it called the what number the model model number unknown.
02:00
Speaker 2
yes, sir. I totally understand that, but that's the, actually, the alternative name. There's a exact model of the router that is located underneath, like, um, it consists of at least two letters and then a number. are not on the box or on the device itself. the the model number. [silence]
02:00
Speaker 1
hold on one second. oh. shucks. oh boy. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. yeah. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. uh. model number. model number. model number. all right. hold on a sec. hold on one minute. okay. I got to go take it out. [silence] Hmm. Alright, okay, I got to get. I can see this. Okay, let me see. I got to magnify this with my phone so I can see it. Hmm. Okay, so the model number it says RE 7350.
03:00
Speaker 2
- how about the serial number? - yes. - yes, sir. - mm-hmm. - mm-hmm. - I think is zero. - yeah. - okay. - let me just repeat that one. - it's four one P for papa, one zero M for Mike, 1 3 8, 4 9 1 zero one.
05:00
Speaker 1
The key for echo 0 to 8 seconds. Right. I like to thank you so much for that one. So, um, here's what I'm going to be doing today. I'm being completely correct. There will be a secured room. Mm-hm. I would need to run some verification with you. Mm-hm. Mm-hm. Uh, talking with your name. Ronald. Ronald Thompson. Ronald Thompson. Mm-hm. Ronald Thompson. R-O-N-A-L-D and Thompson is T-H-O-M-P-S-O-N. All right. How about your email address? My email address is Ron R-O-N, the number 12 at,and it's optonline.net. I'll spell it O-P-T-O-N-L-I-N-E.net. This is Ron Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
06:00
Speaker 2
Alright, sir. Thank you so much for that one. So, um, here's what I'm going to do, sir. Uh, I'll be creating a quick record of you here. So, I would need to run some verification with you first. So, starting with your full name. Ronald Thompson. All right, sir. How about your email address, sir?
06:00
Speaker 1
12
07:00
Speaker 2
below 10 I'm sorry that's around 12 at op. G. So, um, u, after opt, there's dot, right? Oh, it's opt online. Uh-huh. N-E dot o k. Uh-huh. All right, sir. All right.
07:00
Speaker 1
[KEEP_UNCERTAIN] [silence] Like now. You said it was a one+++++ you bought it right? Like two months ago? Um, What do you have? I have the receipt. I have the information online. Yeah, what do you need from that? Let me see something. Let me minimize. This receipt here to just burst warms on you. You bought this one two months ago, so it probably like in April. Right. You need the order number or something? Um, I just need the he's like
08:00
Speaker 2
you so much for that okay and uh let me know who's your internet service provider optimum okay so let me just check your your device information here okay you have mentioned it you just bought this one like two months ago I see uh do you still have the receipt of it okay so I'll just notate here that you just bought this one two months ago so probably like um within April uh I just need the exact date third West Bird Chase alright sir [silence]
08:00
Speaker 1
Okay, let me see if we have orders. All right, order placed. Okay. I placed my order on April 14. It says, order placed April 14. I think that's where this. I think that's where this. I right. Uh, talk about April 14. Mhm. April 14. I think that's what it says here. Let's see. Yeah. Last one. [silence]
11:00
Speaker 2
Mhm. That's all right, sir. I'll take no doubt of that. April 14th.
11:00
Speaker 1
purchased on April 14th. That's when I got it. So it's very much a concern. blue light that shows you that it's connected when you connect it to your router, that blue light that shows up on there's it's supposed to stay solid. You know what I'm talking about? Blue light. That light is real real dim now. It used to be real bright. Okay. I called that called earlier and the support tell me to unplug it, plug it back in again and see what happened. I did that. There's no progress right? We did a cycle through.
12:00
Speaker 2
okay. So going back to your concerns, sir. um as what you've what you've mentioned. It was uh working fine, but uh somehow it suddenly disconnected. Uh-uh. Yeah, yeah, the blue light. I see. So Any progress? When uh when you did a power cycle.
12:00
Speaker 1
Mm-mm-y. Yep. I did that and then and the same thing happened when it came back on, it stopped flashing. It was blue but it was real, real dim. The wife, uh, the wife I was still broadcasting and you're saying uh yeah, I think yes it seems like it's, it's okay. So far I don't know whether something's gonna happen or not. The The communication, um, is working fine. It's, it's I think, it happens, um sometimes with other devices. Now it's it's mixed up with the the different light indicators on the it's, um, uh, license, which causes, um, the device to change color. It's, um, uh, the the very rare
13:00
Speaker 2
okay, but um, the Wi-Fi is still broadcasting and you still can connect to it. I see. so if that's the case, sir, um, that's working fine. it's, I think, it happens sometimes with our devices. you know, it it mixed up with the the different light indicator on uh, it's um, light which causes um, the devices to change color. because um, some of our routers,
13:00
Speaker 1
[DOWNWEIGHT] First, what's by... it's only... so... what do you... which means online. It turns... like... or a green or bright light to indicate the brake. Which is actually real fine. Real fine. No, it didn't turn color. It's just still blue, but it's real dim. 'Cause I got two... I have... I've had another ones that stay green before. The other ones used to be green. This one is blue. And so... Like, um... Let's, um... An example, uh... So, the way like... Like I only get, ah... to show that it's blue line, but, you know, it's mixed up on the light indicators. Uhm... it seems, uh... Blink, ah... But, it's, it was pure online. Well, it didn't change colors. It blinks and flashes different colors when it's trying to connect. Once it's connected, it stays solid.
14:00
Speaker 2
despite should only show solid blue, which means online, it turns like teal or a green color or a turquoise light indicator, which is actually still fine, it's working fine. Yeah, yeah, that's, Yeah, that's a somehow an example to it. Guys, our routers are only built to show solid blue light, but due to the mix up on the light indicators colours, it turns different, but it's still online. [silence]
14:00
Speaker 1
What blue, that's what happens. It doesn't change the mother if it changes one of the mother colors, it's not getting a good signal. When it's flashing, it's not connected. If it's yellow, the signal is weak. And then and then it turns solid blue that means you have a good connection. Well, uh, Okay. So you think it's still good? Yeah, yeah, we're still good. Mm-hmm. Okay. I want to make sure I'm getting the right connection in there. Well, it's a good connection. No issues with the connection. It's working fine.
15:00
Speaker 2
But it Yeah, yes, yes. Hmm. But this one, it's... I'm, the Wi-Fi is still broadcasting. Yeah, yeah, it's still good, sir. Yeah, you don't have to worry, sir. Yeah, you can actually... well, just continue to monitor it for now. Um, if there's no issues with the connectivity, then it's working fine. But if uh the event that you have experienced some issues with the...
15:00
Speaker 1
Connection. You can always give up a car. Mm-hmm. Now, it's still under warranty, right? For how long? Yes. Yes. Based on your. What? Month of purchase, because, uh, on April 14, 2023. So, for this specific model, it only has a Mm-hmm. What? Okay. So, it's still under warranty, okay. Now, you have all that information I gave you in the system now, right? Yes, sir, exactly. Okay, so, if I call back, they'll know it, they'll know about it? Mm-hmm. Okay. Okay. Okay, I don't have to, I don't have to register, register anything doing anything, do I? [silence] Yes, sir. You don't have to register anymore. Mm-hmm. Mm-hmm. What was you going to say? If, if you can provide what? If you want.
16:00
Speaker 2
Yes, yes. Uh, based on uh, um, your date of purchase, it was on April 14th of 2016. So for this specific model, it only has a year warranty. Yes, sir. Yes, sir. Yes, sir. Exactly. So for mm hum. Mm hum. Yes, sir. All right. So, um, if you want I can provide. Yes, sir. You don't have to register anymore. Oh. If you if you want I can.
16:00
Speaker 1
Right. Yeah. hold on one second. Let me just, Yeah, can you, can you email it to me? The case number? okay. What's the case number? Larry Tom. Larry Tango. Do I. Say that again. Larry Tom what? Larry Tango. Do I? Do I.
17:00
Speaker 2
I can provide you the case number and I can just uh mention it to you or uh provide it to you over the phone if you want uh all right. All right. So the case number would be uh LTS LRTS. [silence] Sierra Sierra Lima, Tango, Juliet, Delta, Oscar, November,
17:00
Speaker 1
It's working. Did I write? yeah, yeah, yeah, okay, okay, I guess we're all good now. Um, but I'm just going to be here reading the case in case there's some issues with uh, coverage. Okay. alright then okay. And thanks for your help. Thank you for covering some great products. Are you a wellness consultant? Have a great day. yeah, you too. Bye. Bye.
19:00
Speaker 2
Yes, sir. Yes, sir. All right. So I guess we're all good for now. Just don't hesitate to give us a callback in case you encounter some issues with the connectivity. All right, sir. All right, thank you as well, sir, for calling Langsons and bringing this matter to our attention. You do have a great day and take care. All right, bye for now.
19:00