V2 Rubric Detail — b3c4605e-5f49-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 12:42
Duration
38m 9s
Contact
MARJUN V. ABELLANA
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dennis Gamolo
HappyFox Case
#LTS00132009
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7000_Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall58.0% (+15.9)

V2 Grader Summary

The agent followed an appropriate escalation path for an out-of-warranty device with suspected hardware failure, providing clear next steps and maintaining ownership. However, the reset instruction of 30 seconds is materially inaccurate per KB, warranting a Not Met on T3. Troubleshooting was disjointed and added customer effort, though escalation was valid and properly executed.

V1 Case Analysis

RE7000 extender not powering on or broadcasting default SSID; attempted WPS and 30s reset (incorrect); no LED observed; escalated to Level 2 with receipt requested for warranty verification.

Troubleshooting Steps
  • Guided WPS pairing between router and extender
  • Instructed power-cycle and attempted reset (30-second press)
  • Checked power outlet and LED status
  • Attempted to locate default extender SSID on a client device
Key Observations
  • Extender never displayed any LED after power-on, indicating possible hardware fault.
  • Agent gave an incorrect reset time (30 seconds) contrary to KB (10 seconds).
  • Standard extender setup flow (connect to default SSID, use extender.linksys.com) was not followed.
  • Agent escalated without confirming whether the device was defective or providing a clear self-help path.
  • Customer mentioned prior attempts and long reset times, suggesting possible hardware degradation.
Positive Highlights
  • Collected full customer contact information, device model, and serial number accurately [01:00–03:00].
  • Attempted multiple troubleshooting steps including WPS, power-cycling, and reset [12:00–22:00].
  • Maintained a calm and polite tone despite customer confusion and frustration.
  • Provided ticket number (LTS00132009) and offered to email receipt instructions [35:00–36:00].
  • Correctly escalated to Level 2 after reasonable attempts, acknowledging possible hardware defect [34:00–35:00].
Agent Errors / Gaps
  • Incorrect reset duration (30 seconds instead of 10 seconds) — contradicts KB for RE7000 [22:00].
  • Did not guide customer to connect to default SSID or access http://extender.linksys.com — missed standard setup path [30:00–31:00].
  • Miscommunicated warranty policy by implying no support without receipt, blocking basic triage [09:00–10:00].
  • Provided confusing WPS timing instructions — contradicted own directions by saying 'within two minutes' then correcting after customer error [12:00–13:00].
  • Failed to confirm customer could access Wi-Fi settings or distinguish between router and extender SSIDs [31:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the extender remained non-functional and the agent explicitly stated they were unable to set it up.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed WPS pairing, power cycling, and a reset attempt, but troubleshooting was reactive and lacked a logical sequence (e.g., checking Wi-Fi name before confirming power).
R3 Met Correct resolution path conf 90%
Agent correctly identified the device as out-of-warranty, requested proof of purchase to validate eligibility, and pursued escalation only after confirming the device showed no signs of life — consistent with best-effort OOW protocol.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the symptom (flashing yellow, then no light) and associated it with network connection failure, but did not ask about purchase context, setup environment, or prior attempts until late in the call.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal tools to check warranty status via serial number lookup and committed to sending a follow-up email — appropriate use of resources for the scenario.
T3 Not Met No misinformation conf 93%
Agent instructed customer to hold reset button for 30 seconds, which exceeds the documented 10–20 second range and contradicts KB guidance; this is a materially incorrect instruction that could prevent successful reset.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened the call professionally and created a case, but lost control during long silences, repeated unclear instructions, and failed to manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms but gave ambiguous directions (e.g., 'press it instantly', 'within two minutes') leading to customer confusion and repeated clarification requests.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, created a ticket, and committed to forwarding it — no unnecessary transfers occurred.
O2 Met Proactive follow-through conf 96%
Agent provided a clear next step (submit receipt via email), gave the ticket number (LTS-001-300-9), and explained the escalation path to Level 2.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Escalation was appropriate due to suspected hardware defect, failed power-up, and OOW status requiring receipt verification — legitimate triggers after reasonable L1 effort.
E2 Met Escalation prep & handoff conf 95%
Agent communicated the need for a receipt, confirmed the ticket would be forwarded to Level 2, and provided the customer with a reference number for tracking.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent apologized at the end ('I apologize that we were not able to set it up') but did not acknowledge the customer’s frustration earlier despite repeated failed attempts.
X2 Partially Met Tone & rapport conf 86%
Agent adjusted phrasing after customer confusion (e.g., clarifying WPS timing), but overall pacing was slow and tone remained transactional rather than adaptive.
X3 Not Met Overall experience conf 94%
Customer had to repeat information, try multiple outlets, perform extended waits, and re-attempt resets — all avoidable steps that increased effort unnecessarily.
Call Transcript52 turns · 57 lines
Speaker 1
Where'd it go? Where'd it go? Uh, yes. [silence]
00:00
Speaker 2
welcome to linksys support. To ensure quality service, you're 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 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. my name is Dennis. Is this your first time calling? Hello. Okay. Let me create a new case for you and I'll be asking you a few more questions. May I have your first and your last name?
00:00
Speaker 1
yes. two one four eight five zero zero three one five lana manna at t dot com at net.
01:00
Speaker 2
Okay, let me repeat that. So it's Lana L-A-N-A. And then your last name is Mangold M-A-N-G-O-L-D. Right. Okay. May I have your phone number starting with the area code? How about your email address? Okay, thank you. Let me repeat your phone number. You said it's 214-850-0315, right?
01:00
Speaker 1
Yes. Atlantis Hotwater, And Ma art 043. Yes. L a n a M 007. vision Or intertech number. How here here's a very complicated maze number, E9 National.
02:00
Speaker 2
And your email address is m43att.net. Is that right? Olana.m43. Okay, thank you. You're calling from United States, right? Okay, thank you. All right. And may I also know the model number of your linksys product? How about the model number? RE 7000. Okay. Thank you.
02:00
Speaker 1
18 X-ray 1 0 P as in Paul 0 5 A as in Apple 0 7 9 1 7
03:00
Speaker 2
And what is the serial number? Okay, let me repeat that. It's 1, 8, x10pa05a7917, right? Okay. While I'm in here, it's looking up the serial number to determine the entitlement status of your router, I mean, your range extender. Um, may I know who your internet service provider is?
03:00
Speaker 1
Spectrum. [silence] I'll believe online on internet. [silence] It won't hook up. We can't get it to work. [silence] We followed our we follow the procedures that link this gave us on their website and we can't get it to connect. [silence] It depends on what the change is color. Starts at blue and then it goes to yellow. [silence] I don't have it plugged in now. Do you want me to plug it in? [silence]
04:00
Speaker 2
Spectrum, okay, thank you. And where did you purchase range extender? O-okay, and-and-and how can I help you with this range extender? Uhm, okay, so, okay. And what is the color of the light that you see-can you see on your range extender? So right now, is it-color yellow? Oh yes, please go ahead and plug it into the power outlet.
04:00
Speaker 1
I don't think the router's up. What kind of device is the router? It's spectrum. Gave it to us. It's a brand new one because we have we just got one gigabyte internet. I have no clue what brand it is. Now it's flashing yellow, now. Yes. I don't know. Yeah, I don't know the brand of the router. Looking at it right now. Look, have a brand down there. Okay. It's never worked. No, since we got it, we never could get it, never get it hooked up.
06:00
Speaker 2
So, um, your router is not linked, right? Is that right? flashing yellow. Yeah, if it is flashing yellow, it means that it is not connected to the network or it's not connected to the router. So, what we can do with that is we will set it up. Okay? But, uh, no, was it working before or?
06:00
Speaker 1
Yes. And we have very good Wi-Fi signal, so very strong. We bought it because we go ahead. Well, we bought it because we put new security cameras on for Brinks. And Brinks said the signal on one of the security cameras was weak. And so we purchased the Linksys to boost that signal to the security camera. And so we can't get it hooked up. The link, the Linksys, I don't know.
07:00
Speaker 2
Oh okay, so this is the first time that you are setting it up, is that right? I see. Okay, thank you. Hold on just a second, okay? I see. Yeah, as like, I meant, Go ahead. like I mentioned to you earlier, Go ahead. Okay. and when did you purchase it? yes [silence]
07:00
Speaker 1
This year, I mean, in 26 sometime, I mean, the exact month day. Do you need a receipt or something? I mean, we have it. We have it. If you can dig it up. It's this year. It's less than a year old, less than a few months old, actually. Oh, probably last month. We thought we had it all. Did you need it? Did you? How do I get it running?
08:00
Speaker 2
okay. So you have a receipt. You just purchased it Last month. Is that right? Or this month? Yeah. Last month. I see. Yeah, I we would like to get a copy of your receipt. Um what I can do is I will send you an email and you can respond to it as soon as you are able to receive it. Okay? Yeah, like I mentioned to you earlier, we will set it up but
08:00
Speaker 1
I don't understand your question. We go online. Yeah, we I mean we can hook up all our computers hook up to Wi-Fi. My phone's on the Wi-Fi. I don't understand your question. Yeah, we have no problem. We got the Wi-Fi. We have no problem hooking up to the Wi-Fi. I mean, everything hooks up to Wi-Fi but the Lynx doesn't.
09:00
Speaker 2
Are you able to go online with your, uh, any computer or any other devices connected to your router? Yeah, so, ya know what, I can. What? Let. Yes, I was telling you earlier that, go ahead. Yeah, only the link is not, yes, like I've mentioned to you earlier, we need to, set up your range extender. However, since you mentioned that it is, you just purchased it, um, based on our system, or our records, um, your range extender is already out of warranty, but you mentioned that you just purchased it. So that is why I need a copy of your receipt to, to see that it was really purchased or a, uh, physical receipt, uh, so that we can take you off our system, um, so that we can really assist you with that.
09:00
Speaker 1
So, if we can't find the receipt, you're not going to help us. OK. Let's see if we get it worked up first. I probably work. I just don't know how to do it. I don't think it's broken. okay. Well, if if we can't get it set up, then we'll up to find the receipt because the only way he's going to replace it if it's broken is to have the receipt. OK. Let's try to get it set up. And if we can't get it set up, we'll dig around for the receipt and call back. I just about 10 ft. Across the room. [silence]
10:00
Speaker 2
As proof of your purchase, okay? I can help you right now, we can try to set it up. But if, if your rain but if your rain security is found to be defective, uh we will not be able to have it replaced unless you provide us a receipt, okay? Oh, sure not a problem. And how far is it from your router again? 10 ft away. Uh, can you. Go ahead.
10:00
Speaker 1
in direct lines. What society we can site this in. 10 feet maybe. Yes. Yes. It's a little thing that has the like a area going around that that the W.T.F.
11:00
Speaker 2
He also asked, can you check your router? Can you try to see if there is a WPS button on your router? Yes, the two arrows that looks like a circle. It's going around. That's right. That is what we call a WPS button. So you can see that on your router, right? Okay, how about on your range extender, do you also see the WPS button? Yes. At the side, correct.
11:00
Speaker 1
Yes. I can see that. on the router. Instantly or do you hold it for a while? do I wait two minutes. No, within two minutes. Okay, now I'm going to press it. Okay, we did. No, you just just press it instantly. That's it. okay. [silence]
12:00
Speaker 2
okay, that's great, um, because we can set it up, um, the quickest possible and that is through the WPS button, so while the range extender is plugged in to the power outlet, please press the WPS button on your router. On your router for just a second or one to two seconds. Okay. Then after that within two minutes, press the WPS button on your range extender. No just just uh for a second or one to two seconds, not a minute, okay? But after you press the WPS button on the router, wait I mean within two minutes, please press the WPS.
12:00
Speaker 1
Flash green. Did it? After two minutes, wait again, press it again. Oh, it did. We did. We pressed it and it's turning green, flashing green. Yeah. No, we pressed the WPS button on the router and then we did the WPS button on the Linksys. Yeah on the extender. Yes. Okay. Okay.
13:00
Speaker 2
All right then. Before two minutes is over, please press the WPS button on the range extender. No, not after two minutes, but before two minutes. Within two minutes, which one did you press? I need to press the WPS button on your router first before pressing the WPS button on your range extender. Okay, OK. That's great. So, yeah. Let's see. Um, let's wait up to two minutes to see if the lie on the range extender will become steady green, OK?
13:00
Speaker 1
Try to sign in. there about the yeah there's that last we got you have silence. It's flashing yellow again. silence. okay, press the okay dr. prash press plug it back in now? Okay. Okay. Now we have to wait two minutes.
14:00
Speaker 2
Okay, can we repeat the whole process? Um, that's unplug it, no, no, let's see. Let's unplug it first from the power outlet. Then wait ten seconds before you plug it back in. And then let me know the status of the light after two minutes, uh, after you plug it in to the power outlet. Yes, correct. Yes, wait two minutes to see the final status of the light. [silence] [silence] how's it going after you plugged it in to the power outlet? by the way, did you plug it into a, a power strip or a wall outlet?
15:00
Speaker 1
Correct. Yeah. You want us to push it in tighter to the wall outlet? It's in there firmly. It's plugged in properly.
18:00
Speaker 2
a wall outlet. Okay. So after plugging it into the wall outlet, there's no light on it. Is that right? Can you check if it is, if it, if it has, loose in contact? Um, can you make sure that it is tightly hooked up to the power outlet piece? Yeah, just to make sure that it is really, um, hooked up properly, because there's no light, as you mentioned, right? Okay. Can you unplug it again and then wait 20 seconds this time, [silence]
18:00
Speaker 1
next time we did this and we did this routine that you're giving us, we had to wait overnight for it to like to come back on again because we tried it over days and it took overnight for to reset. This outlet's fine. It works fine. I mean, I don't understand. Why would you try a different outlet? Yeah. It's it's within two feet of the router. The out is fine. It's nothing wrong with the outlet. We for this to reset because we tried this routine before several times. I mean, we read the instructions from Lynx. They're both, you know, very intelligent and we could not get it to work. So we had to wait overnight and we tried it for several days and it took overnight for the
19:00
Speaker 2
have um do you have any other available wall outlet that we can try? [silence] Yeah, because when you plug it [silence] there's no light that you can see, right? [silence] Yeah, that is why we need to try another wall outlet. Go ahead.
19:00
Speaker 1
ratted to reset for the extended to reset but I'll plug it in again. It just does not reset. It takes a long time for it to reset. Hours and hours, not 10 seconds or 20 seconds. I plugged it in again. If I called back this afternoon, it would probably the light would come back on again. Well, is like a few minutes. wait a few more minutes, yeah.
20:00
Speaker 2
Go ahead, please. Okay. Please wait two minutes to see the final. Okay.
20:00
Speaker 1
I think so. Correct, correct, no light. Yes, we use a little, use a hairpin or wherever you use a paperclip. Yeah, we'll get a big.
22:00
Speaker 2
Oh, it's going. There is still no light on the Reingstander. I see. How about this one? Can we try to reset it? um while it is plugged in, um, do you see the reset button? Other side? Okay. Yeah, you should need to use a pen or yeah any pen that comes that you can use to press the reset button. That's beside the wps press and hold it for 30 seconds. Okay. Okay, please do it while it's plugged in, okay? Okay, thank you. Oh, okay.
22:00
Speaker 1
Okay. I plug into another outlet. The light didn't come on.
25:00
Speaker 2
Okay, thank you. Could you wait two minutes to see if there will be still no light?
25:00
Speaker 1
[silence] that that her watch do
26:00
Speaker 2
Is there still no light on it? Okay, thank you. Um, may I put you on hold within for a minute to check out my resources? Okay, I'll be back. Uh, please stay on the line okay.
27:00
Speaker 1
begin here is still off yeah hey okay that go on bluetooth
30:00
Speaker 2
how are you counting to help how I how we work how we work I see can we check if while the light is off can we check if it's default Wi-Fi name is broadcasting Do you have any wireless device with you like a smartphone or a laptop so we could check if you can say its default Wi-Fi name
30:00
Speaker 1
what? [silence] Wi-Fi, okay. [silence] Wi-Fi. [silence] I have a fanuel 009RW. [silence] No. [silence] No. [silence] I have no. [silence] no. [silence] No, I don't see it anywhere. [silence] I see everybody else's.
31:00
Speaker 2
no, i'm going to the wi-fi. not Bluetooth. it's wi-fi, yes. and then look for linksys extender setup. that's the most of the time, the wi-fi name of the range extender. linksys extender setup the last three digits of the MAC address, which is, I believe, DCF. can you check it? so you do not see the linksys extender setup. that's a wi-fi name. so you do not see any linksys on your wi-fi list. I see.
31:00
Speaker 1
[KEEP_UNCERTAIN] Yes. Okay, we might just be able to find on a charge card, a copy of it on the charge card, that'd be good enough? Well, we don't, you don't get, you don't get receipts when you buy when you get a charge card, you don't get a receipt, you just get a charge on your credit card. You don't receive. No, not not but not is a charge card. You just get a charge on your charge card, but I'll send you what I got, but I don't I'm not
33:00
Speaker 2
Lana M. [silence] 43 AT sign .net, right?
33:00
Speaker 1
remember having a printed receipt like you get at a store. You just get a um chart and a $79.95, um, links to 79, whatever it was, so it was like $79 or something like that. But uh hold on. No, no, I think it was online. I think it was, I think it said through Amazon. We're going to check right now. Yes. Yes. I'm looking again on my [silence]
34:00
Speaker 2
all right from the physical store so it was purchased from a physical store right yes go ahead please check your email if you've received a confirmation from amazon where you purchased it and it will provide you the details of what you have purchased and we will consider that as your receipt okay that's the details that you need to attach on the email when you respond to the email that we'll be sending you okay okay all right i apologize that we were not able to set it up because there could be a problem on that range extender because we do not see a light at
34:00
Speaker 1
Yes. Are you gonna are you? Okay, wait a minute. Oh, so you're not going to transfer us to a technician? It defendant, he said it may be defective. Let's get the number. I just need the number. Okay. All right, go ahead and resay the number. Yes.
35:00
Speaker 2
[KEEP_UNCERTAIN] as of this moment and we do not see its wifi name so we will not be able to have it set up. So I will be forwarding your Ticket to our level 2 technician provided we need to have a copy of your receipt. Okay? Okay. And is there anything else that I can help you with before we end this call? By the way, um can you write down um your reference number? Like what I mentioned to you earlier, we need a copy of your receipt first before we could transfer. We we we we don't have ability to transfer a call. We will be forwarding your Ticket. Yes, your ticket number is can you are you ready? Yes, your ticket number is. [silence]
35:00
Speaker 1
013009. Okay, thank you. All right. Nope.
36:00
Speaker 2
LTS. L for Laura or Lana, T for Tom, S for Sam. Zero zero, one three, two zero zero nine. So LTS, correct. L for Laura, T for Tom, S for Sam. Correct. You got it correctly. You're most welcome. Anything else before we end this call? All right. And thank you again for calling Linksys. For more details about our products and services, feel free to visit our website, which is www.Linksys.com/support. And this has been the... [silence] Thank you. Dennis again. You have a great day. Goodbye.
36:00