V2 Rubric Detail — b2593ef6-74c0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 20:17
Duration
14m 13s
Contact
516-503-0917
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

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

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution4.38/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall70.3% (+10.3)

V2 Grader Summary

The customer successfully configured the RE7000 using the local IP 192.168.1.1. While the outcome was successful, the agent provided technically inaccurate guidance by claiming a factory reset was required due to a change in ISP, which is not supported by the KB. The agent owned the case and guided the customer to resolution, but lacked structured communication, empathy, and effort reduction.

V1 Case Analysis

Customer unable to set up RE7000 range extender at new location. Guided to connect to extender default Wi-Fi, access 192.168.1.1, and complete setup wizard. Setup completed; connectivity not verified. Paid support offered due to warranty status.

Troubleshooting Steps
  • Instructed to plug in the extender and wait for orange blinking LED.
  • Guided to connect to the extender’s default Wi-Fi network (Linksys Extender Setup-XXX).
  • Directed to access the setup wizard via http://192.168.1.1.
  • Assisted through the setup wizard: selecting the home Wi-Fi network, entering the Wi-Fi password, and keeping default WPA2-Personal security.
Key Observations
  • Agent correctly identified the RE7000 model and provided accurate setup instructions per KB.
  • Agent inaccurately stated the Linksys app is not compatible with the RE7000, which contradicts KB guidance.
  • Agent did not verify whether the customer could access 192.168.1.1 before proceeding, leading to confusion.
  • No verification of internet connectivity was performed after setup completion.
  • Agent mentioned warranty status and offered paid support, which aligns with the customer's out-of-warranty status.
Positive Highlights
  • Correctly identified the product model (RE7000).
  • Provided the correct local URL (192.168.1.1) for extender setup, as documented in the KB.
  • Successfully guided the customer through the setup wizard steps, including connecting to the default SSID, accessing the setup page, selecting the network, and entering the password.
  • Correctly advised to keep default WPA2-Personal security setting.
Agent Errors / Gaps
  • Incorrectly stated that the Linksys app is not compatible with the RE7000. The RE7000 supports setup via the Linksys app per KB.
  • Repeatedly instructed the customer to use 192.168.1.1 without confirming access, despite customer stating 'nothing is showing.'
  • Did not verify successful internet connectivity after setup completion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirms progress through setup ('I think I got it'), completes the wizard, and ends the call with gratitude, indicating resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent guides customer through connecting to extender's Wi-Fi, accessing 192.168.1.1, and completing setup steps in logical sequence.
R3 Partially Met Correct resolution path conf 91%
Agent proceeds with troubleshooting, but incorrectly implies the RE7000 requires a reset due to a new ISP, which is not required per KB; setup can proceed without reset if credentials are updated.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identifies symptom of no connectivity but misattributes need for reset to ISP change, skipping confirmation of whether extender was already reset or in setup mode.
T2 Met Appropriate tools / resources used conf 96%
No advanced tools needed; using 192.168.1.1 is correct and sufficient for this extender setup scenario.
T3 Partially Met No misinformation conf 95%
Agent correctly directs to 192.168.1.1 and WPA2-Personal, but incorrectly states that a reset is needed because of a new internet provider ('think you have a new internet provider now you need to reset'). The KB (universal_range_extender_setup.md) does not list ISP change as a trigger for a factory reset; resets are for forgotten passwords or failed setups.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent provides step-by-step help but does not set expectations at start, nor summarize steps; call lacks structure framing.
C2 Partially Met Confirmed understanding conf 87%
Agent uses terms like 'setup wizard' and 'private Wi-Fi address' without explaining them, though overall language is accessible.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owns the case throughout, does not transfer, and stays on until customer indicates success.
O2 Partially Met Proactive follow-through conf 85%
Agent gives functional next steps but does not clarify that the customer must stay on the extender's Wi-Fi network during setup, leading to confusion about browser access.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 and successfully resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent acknowledges difficulty but uses transactional tone; lacks explicit empathy statements or validation of frustration beyond minimal recognition.
X2 Partially Met Tone & rapport conf 85%
Agent responds to each query but maintains consistent pace and tone, not adapting to customer’s visible confusion or urgency.
X3 Partially Met Overall experience conf 84%
Customer repeats actions (re-entering IP, reconnecting Wi-Fi) due to unclear initial instructions; agent could have preempted confusion by emphasizing persistent connection to extender network.
Call Transcript26 turns · 27 lines
Speaker 1
[silence] [silence] Hello [silence] Oh yes. Hi, how are you? I'm trying to set up my Linksys uh wi-fi extender. [silence] And uh what happened was I had it set up at a different location and I'm bringing it
00:00
Speaker 2
[ silence ] 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. [ silence ] dot com. Please have your device serial number ready. [ silence ] for assistance, press 1 now. For out of warranty products, paid support. Please have your device's 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. Thank you for calling Linksys. This is me, how can I help you?
00:00
Speaker 1
DJ. and I want to set it up in a different location and I'm having problems connecting with the Wi-Fi and having it won't find it. You know what I'm saying? It's just uh I can't get it connected with the router. It won't it won't connect. It's it's my R E 7000? Yeah. Yeah, I have a new internet provider cuz it's a different location. Yes.
01:00
Speaker 2
what's the model number that you're trying to add what's the model number of that stand must be r-e 7000 think you have a new internet provider now you need to reset instead of the Legos uh-huh okay so yep you once it's successfully reset don't use the app as it's not compatible with the N quiet app the r-e 7000 you need to connect to it
01:00
Speaker 1
Oh, okay. Oh boy. Yeah, you're going fast. So, um, alright, so now, you know, I plugged it into the wall and I tried to have this, you know, the router, the internet service I have try to connect it with it and it says it can't find it. So, um, I can find it on my Wi-Fi on the phone. It says Wi-Fi extender and when I hit that, it says no internet, you know, available.
02:00
Speaker 2
It's default now, Wi-Fi instead. You'll be connected to the internet. It's the default Wi-Fi name is the extender links, then set up. Once you are connected to that, no internet. You can then access its Wi-Fi stop wizard, which uh you can use 192.168.1.1 to access your router settings. Your device by the way.
02:00
Speaker 1
Okay, so you have to run 1, 168.1.1. So that means, do I have to, um, I have to manually put that in there? That IP, I have to put that in there. In the uh, Yeah, cuz I'm gonna plug it into the wall again, you know, cuz it blinks orange, I get the blinking orange. You know, it goes green at first and then right now it's flashing green. So if I go onto my uh let's see, I want to find it on my Wi-Fi setting, it will, I do see.
03:00
Speaker 2
Uh-huh, but yes, stay connected to that Wi-Fi.
03:00
Speaker 1
uh, well, it didn't didn't come up yet. Uh, came up before with the link sys, but not yet. Um, I'll give it a second. I'll give it another second. And I even tried, you know, hitting up, uh hitting that reset button. I hit that too, and that didn't seem to work. You know what I mean? So, oh, no, no need to reset that. Uh, all right, they're right. The setup. So, right now, I'm looking on my Wi-Fi on my phone, but I don't see the link sys yet. Let me see. It didn't oh, no, it didn't come up yet. I don't know why it's not coming up yet. Uh, came up before now. It's blinking orange. Blinking orange. All right, here. I got it now.
04:00
Speaker 2
no need to press the reset button again once you're connected to the extended Wi-Fi, no need, no need all you need to do is actually just to set up. There's no need to press any buttons.
04:00
Speaker 1
261 did come up. that came up. Now, should I go to information and go to, uh, uh, go to, you know, it gives the, uh, forget this, it gives a private Wi-Fi address and limit IP address tracking, because the configure IP is, the, it does come up 192.168.1.100. It comes up that way. alright, so, do I get out of this, uh, my Wi-Fi on the phone? Do I get out of that?
05:00
Speaker 2
and they're out there. Okay. Yeah. Just use 192.168.1.1. That's for the extender settings, and it will route you to the setup wizard. All you need to do is to follow the on-screen instruction. You just get out of that, and reconnect your device to Linksys Extender. [silence]
05:00
Speaker 1
How do I do that now with uh I'm on like. Oh okay. You know right now it says linksys extender setup - 261. That's what it says. Uh huh. No, that's fine. Well I hit that do I hit that information button? Uh next to the uh wi-fi name, do I hit that?
06:00
Speaker 2
By going into the settings of your phone and Wi-Fi, select the Linksys extender setup name and that way you can configure it by accessing 192. 168.1.1 with or without internet, that will work. Yeah, it's an open network, but just keep on connecting to that Wi-Fi and then just access one to the 168, it will route you to the setup wizard after. Yes, you need to select that again.
06:00
Speaker 1
All right, so I should maybe, I should, should I turn off that auto join on the Wi-Fi? Should I, should I hit, turn that off? Or, or limit IP address tracking on the phone? I have an iPhone. So I'm just trying to figure out, you know, what to do with the uh, uh, when it comes up on the information on the extender. Uh, should I hit the forget this network? Should I hit that? Uh-huh.
07:00
Speaker 2
You cannot set up the extender without connecting to its own Wi-Fi. with a extender, yeah. No need. You're connected already to the Linksys extender setup name, connected no internet. Just don't mind that. You're still on the setup process, which that's really understandable that there's no internet yet on the extender.
07:00
Speaker 1
yeah there's the yeah, I, uh, I know, I can't get to that setup wizard, though, I don't know how to get to the setup wizard. You know, that's weird. Um, All right, uh, uh if I'm on Wi-Fi and I hit that, you know, like I said, I click the, um, it says Lintus Extender setup - 261. No internet connection. That's what it says.
08:00
Speaker 2
Okay, setup wizard already of the extender. Okay? That's the time that it will ask for your main Wi-Fi and after it's done, your links as extender will be online. That's how it works. Again, the numbers I provided, that will route you to the setup wizard page I'm talking about. 192.168.1. Yeah, it's fine again. Just access the 192.168.1. That's good.
08:00
Speaker 1
Alright. Alright, so I should go on a browser and do that. Alright, LinksYS. LinksYS and and and wi-fi extender, right? LinksYS. Oh, just put that number on the address bar. Alright. Yeah, I'm on a browser now. I'm using my Safari and I'll do that. Uh dot1.1 and I'll see what comes up if I do that. Um alright. Alright, and welcome to okay, I do have that now. I see the extender setup and should I hit start, I'll hit start setup. [silence] If I hit start setup, I see nothing on my computer. Nothing appears on my screen. And I tried to set it up with the Wash. I have amazing Wi-Fi. I put it in my laptop and nothing is showing. I put the number in my web browser and nothing is showing. [silence] [music] [silence] Are you there? It doesn't appear.
09:00
Speaker 2
Will route you to the setup wizard of this extender? Just make sure it's typed in on the address bar. Yes. No. What is the number? Is one nine two dot one six eight dot one dot one on the address bar? Yes.
09:00
Speaker 1
and then when I hit that, uh, let's see, as a wireless range extender, right? I'll hit next. So it's looking for my networks now. Okay, I got it. It sees my networks. And now I gotta put in the password, oh, okay. Oh, I think I got it. So now I, I, I should be able to, uh, I should be able to get that, um, I'll bear with me a minute. You're a lot of help, I know. It's just I was having a problem with this thing, but now I think I'm getting somewhere. Uh, okay. I'm gonna do this. I'm gonna do that. I gotta, okay. All right, okay. Okay. I gotta put in my password, and then I'll, and that should be all right, then. [silence] Um, okay. All right. I'm gonna do it now. Okay. All right. Um, okay. I'm gonna hit next. It's connecting to the network. It's- All right. Maybe this, this should work. I've got the little buffer wheel. Do I have to be close, should I be close to the uh Wi-Fi extender? Huh? Should I be like within a certain? You think I should be within? Yeah, but I'm like, about 15 feet away. Is that too far? [silence] I've heard you're gonna get an even like, when you first heard some like, well, there's always gonna be some kind of initial shock. And I'm like, hmm! [silence]
10:00
Speaker 2
yeah, yeah, yeah, just a need, just make sure where you're within the location of the extender. It will then work after.
11:00
Speaker 1
You know, I've got, yeah, let me get closer. I got the, oh, here we go. All right, it says 2.4 GHz extended. Okay, um, even though I have more than that on my internet, more than, but I guess, oh, it does show five, 2.4 and five gigahertz. All right, so I'm going to hit next. Should it be on, it should be set to White, WPA 2 personal, is that right? Okay. Okay, let's, got it. It's, it, right now it says I'm too close to my router. All right, router's Wi-Fi signal is very strong. Connect anyway? Okay. Gotcha. All right, it says my, secure your range.
12:00
Speaker 2
just leave all the default settings yes. the I do that. I mean WPA2 personal that's the security mode highly recommended. just don't change that.
12:00
Speaker 1
Uh extender, uh, do I have to do that? Or can I just skip it? Oh, I do. I do. I see. Oh, okay. Uh huh. All right. All right. Thank you, uh, for your help. I appreciate it. Thank you. Thank you. Thank you. All right. You have a good day. Bye, bye.
13:00
Speaker 2
Okay, yeah, you need to create a password in order for you to totally configure the extender. By the way, are you - I'm. Uh-huh. The extender you're calling for is entitled for one-year warranty. Um, I think you already purchased that one for more than a year. I just tell you right now you're not being charged for this, okay? But next time if ever extender's down again, then we have paid connect option, $15 charge if you want to proceed with that. For now, just finish the setup. Once done, your Wi-Fi will, um, the extender is online, the Wi-Fi will be the same, but there's an underscore ex beginning on the last part. Okay? You're welcome. You take care. Bye-bye.
13:00