V2 Rubric Detail — b4993e84-6b72-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 00:06
Duration
6m 51s
Contact
Kendall Petri
Issue Type
Extender Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133997
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall20.5% (-35.5)

V2 Grader Summary

The agent failed to provide any troubleshooting or ownership for the extender setup issue, citing end-of-life status as a reason to disengage. While the device is out of warranty, best-effort support was expected but not delivered. The interaction lacked empathy, structure, and technical engagement, resulting in no resolution and a poor customer experience.

V1 Case Analysis

Customer unable to set up RE4100 range extender after ISP change and reset. Agent confirmed device is out of warranty and end-of-life. Directed customer to incorrect URL (support.linksys.com) instead of extender.linksys.com. No troubleshooting performed.

Troubleshooting Steps
  • Collected model number and serial number
  • Asked for Wi-Fi network name (SSID) and password
  • Checked warranty status
Key Observations
  • Agent provided incorrect URL for extender setup (support.linksys.com instead of extender.linksys.com) at [05:00], directly contradicting the KB.
  • No troubleshooting steps were performed despite the KB providing clear setup instructions for range extenders.
  • Call ended without confirming whether the customer could complete the setup.
Positive Highlights
  • Collected essential device information (model, serial number).
  • Identified and communicated the out-of-warranty status clearly.
  • Collected customer contact information (name, email).
Agent Errors / Gaps
  • Provided incorrect URL for extender setup (support.linksys.com instead of extender.linksys.com), directly contradicting the KB reference for range extender setup.
  • Failed to guide the customer through the standard setup flow outlined in the KB (plug-in, connect to extender Wi-Fi, open http://extender.linksys.com).
  • Did not verify the router’s Wi-Fi password or signal strength before proceeding, as recommended in the KB.
  • Did not confirm resolution before ending the call, leaving the issue unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; only directed customer to website without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed — did not verify LED status, connection attempts, or setup method.
R3 Not Met Correct resolution path conf 96%
Agent dismissed support due to OOW status without offering best-effort troubleshooting (e.g., setup steps, LED check, password verification), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify specific symptoms or ask diagnostic questions beyond basic model/serial; no root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — no remote session, admin UI check, or guided diagnostics; relied solely on verbal description.
T3 Met No misinformation conf 94%
Correctly stated device is out of warranty and provided accurate support URL (support.linksys.com).
Communication
C1 Not Met Clear & professional language conf 96%
No clear agenda set; call lacked structure, transitions, or control — ended abruptly after minimal interaction.
C2 Not Met Confirmed understanding conf 95%
Used scripted, generic language without adapting to customer’s level; no confirmation of understanding or simplification.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Immediately deferred to website instead of owning the case; no attempt to assist despite OOW status allowing best-effort help.
O2 Partially Met Proactive follow-through conf 90%
Provided next step (visit support site, use AI), but no timeline, follow-up, or accountability for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Correctly decided not to escalate — issue was basic setup for an EOL device, resolvable via self-help; no valid escalation trigger.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy shown for customer’s frustration with ISP change and failed setup; interaction was transactional and dismissive.
X2 Not Met Tone & rapport conf 95%
Maintained a rigid, scripted tone; did not adjust pace or style to customer’s confusion or emotional state.
X3 Not Met Overall experience conf 95%
Increased customer effort by directing them to search articles and use AI, rather than guiding them through steps.
Call Transcript12 turns · 13 lines
Speaker 1
I'm trying to set up an extender in my house and I, I can't do it, I can't get it.
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is Abby. How can I help you? Okay, so you're trying to... [silence] [music] Hello.
00:00
Speaker 1
It was working before, but then I changed internet companies. so I reset. I reset the little box. It's uh, R-E-4,1 00 W. Yes. Um, 4-1-0-0-W. Oh. one six A 1-0-P-0 four one zero zero W.
01:00
Speaker 2
connect a wireless extender, ma'am. Is this for initial setup or that was working before? Oh, okay. Okay. So you've reset this range extender to factory default. Okay. All right. What's the model number again? R E. Okay. And can I have the serial number, please?
01:00
Speaker 1
0, 860-4572. Yes. Kendall K-E-N-D-A, Petrie. P-E-T-R-I. Yes, Kendall K-E-N-D-A-L-L P-E-T-R-I. yes, Kendall K-E-N-D-A-L-L P-E-T-R-I. ri at gmail.com yes. Uh Huh. Do I have the what? Oh. Um, well, before it was like the same name as my, the bigger part of my house and then it said dash Ext.
02:00
Speaker 2
Okay, so that's your first and last name@ gmail.com. And who is your internet provider now? Mega Cable? Okay. So do you have the wireless settings of this of your ‘Linksys router?’ Ma'am, the wireless settings, like the network name as well as the password for your wireless router.
03:00
Speaker 1
A new white box, yes, from the company. Oh, well, yes, it's working. Yes, the name is Casa Maria, C-A-S-A, and then A-M-A-R-I-A. Mm-hmm. Mm-hmm. [silence]
04:00
Speaker 2
well that's the extender name. but your wireless router because you've you have a new router now, right? yes, did they provide you the wireless settings like the wireless name, Wi-Fi name, and the Wi-Fi password for your main router? okay, so you know the settings. all right. okay. so ma'am, uh, upon checking here in our system, yeah, because I just checked the the model number, same goes with the serial number. yes, your device RE4100, how long have you been using this? [silence]
04:00
Speaker 1
Uh, maybe, uh, 5 years. So that's no good anymore. What is the website? Uh huh. [silence]
05:00
Speaker 2
Okay. Okay. Yes, this range extender, ma'am, is out of warranty, okay? It's even one of our end-of-life routers. And even the technical support for this device already ended August 2024. Right? So, there the technical support is no longer covered for this. Well, what we can offer, Miss Kendall, is our website, which is support.linksys.com. Okay? You can find their articles on how to set up the wireless range extender. So, you may try that website. We can also have the AI. You can also take a look at support.linksys.com. L-I-N-K-S-Y-S dot com.
05:00
Speaker 1
Okay. Okay. And you're saying there's going to be articles on it? Okay. Okay. I'm sorry, how am I going to ask the agent? Okay. Okay. Okay. Thank you. Yes. You too. [silence]
06:00
Speaker 2
Yes, yes ma'am. You can also take advantage of the AI tool at the bottom right. So just ask our AI agent how to configure this range extender. Okay? So just click on the icon at the bottom right. Yes, just ask the AI agent and it will give you instructions how to set it up. All right. Thank you so much for your time. And this is Eddie again from Linksys. Thank you for calling. Have a great night, ma'am. Take care. Bye-bye. [silence]
06:00