V2 Rubric Detail — b4bb6870-7eb8-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 12:45
Duration
19m 32s
Contact
813-684-9723
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#EOS00136837
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall7.5% (-52.5)

V2 Grader Summary

The agent failed to troubleshoot the RE7350 reset issue, incorrectly treated end-of-support as a reason to stop helping, and provided no technical guidance despite KB-backed reset procedures being available. This resulted in an unresolved case with poor communication, ownership, and customer experience.

V1 Case Analysis

Customer unable to reset RE7350 extender; device is out of support. Advised to return to Amazon.

Troubleshooting Steps
  • Verified serial number and model.
  • Checked internal system for support eligibility.
Key Observations
  • Agent correctly identified the RE7350 and confirmed it is end-of-support, providing a valid next step (return to Amazon).
  • Agent failed to offer the factory reset procedure (hold reset button 10+ seconds) from the KB, which is a standard fix for forgotten passwords.
  • Call was highly inefficient: long silences, repeated requests for name/email, and filler phrases like 'Okay, can I have your full name and your email address, ma'am?' at [15:00] after already receiving it.
  • Agent interrupted the customer multiple times and showed poor call control, contributing to a disjointed flow.
  • Despite being out of support, the agent could have offered self-help steps (e.g., factory reset) before directing to return.
Positive Highlights
  • Correctly identified the product model (RE7350) and serial number (41PIOM12E00185).
  • Accurately informed the customer that the device is end-of-support with a specific end date (June 11, 2026).
  • Provided a clear, actionable next step (return to Amazon) appropriate for an out-of-support device.
Agent Errors / Gaps
  • Failed to provide the correct factory reset method for the RE7350 (hold reset button 10+ seconds) as documented in universal_factory_reset.md.
  • Did not attempt any password-recovery steps before declaring the device unsupported.
  • Repeatedly asked for customer name and email after they were already provided at [15:00], indicating poor information tracking.
  • Excessive filler and long silences (e.g., [17:00] 'Okay, let me just try to check...') without explanation.
  • Interrupted the customer mid-sentence, reducing communication clarity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the reset issue; instead, dismissed it by citing end-of-support and advising return to Amazon without attempting troubleshooting.
R2 Not Met Diagnostic thoroughness conf 99%
No troubleshooting steps were performed; agent did not ask about LED status, reset duration, or method, and did not guide customer through documented reset process.
R3 Not Met Correct resolution path conf 97%
Agent used end-of-support status to stop helping, violating the OOW standard that requires best-effort troubleshooting (e.g., reset, firmware, setup) even for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (won't reset) and prior functionality but did not ask diagnostic questions about LED behavior, reset hold duration, or power source to determine root cause.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use or reference any KB articles (e.g., universal_factory_reset.md) despite a clear technical issue requiring tool/KB use for accurate guidance.
T3 Not Met No misinformation conf 95%
Agent claimed phone/chat support unavailable due to end-of-support, implying no help possible, contradicting KB-backed guidance that EOL devices still support self-help and best-effort troubleshooting.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provided little framing, had long silences, lost control of conversation, and allowed customer to dominate without clear transitions or agenda setting.
C2 Not Met Confirmed understanding conf 91%
Agent used a rigid, scripted tone without adapting to customer's technical level or frustration, failed to confirm understanding, and did not use plain language or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent abdicated ownership by citing end-of-support as reason to stop helping, rather than attempting resolution or exploring self-help options despite rubric requiring best-effort support.
O2 Partially Met Proactive follow-through conf 88%
Agent gave next step (return to Amazon) but provided no timeline, follow-up commitment, or alternative path (e.g., reset guide), leaving customer without technical resolution.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain per Assessment 4 and transcript.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was a reset request on an EOL device resolvable via self-help per rubric OOW standard.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer's frustration over a device that 'won't reset' after prior success; response was transactional and dismissive without acknowledgment of inconvenience.
X2 Not Met Tone & rapport conf 94%
Agent maintained rigid, scripted pace despite customer's growing frustration; did not adjust tone, speed, or approach, leading to disengagement and abrupt call end.
X3 Not Met Overall experience conf 90%
Agent required customer to repeat serial number and personal details unnecessarily; did not reduce effort by providing reset guide or KB link, creating avoidable friction.
Call Transcript13 turns · 14 lines
Speaker 2
[silence] Welcome to links is support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.links.com for more information about your product. We're currently experiencing higher than normal call volume which may result to a longer wait time. We appreciate your patience. You can also visit our website at links. com or our chat support to serve a live chat. We apologize for the delay and we'll be with you as soon as possible.
00:00
Speaker 1
Yes, good morning. I have an RE 7350 range extender and I successfully installed it and then decided I want to do it differently and I took it down and I reset it and it won't reset. When I plug it in it's sitting there waiting for someone to log on to it and I don't have the password anymore. 41PIOM12E00185. Uh frontier.
13:00
Speaker 2
Hi, thank you so much for calling Linksys. This is Josh. How can I help you? [silence] What's the serial number of the device? [silence] Who's your internet service provider?
13:00
Speaker 1
yes Well actually, the box shows 73 10 This is the first time. I've tried to Go ahead. I tried to reset it 3 different times and it just won't go away. Yeah
14:00
Speaker 2
How about the second child, ma'am? What's the last name? Okay, it shows here that based on the serial number you provided, the model number is R-E-7-3-5-0. Okay. Okay. But then other than the file, okay. But that other one is flat I it's not possible that you can okay, have you called links before ma'am or this is the first time? Sorry, ma'am. Can I have your sorry, go ahead. Go ahead. First you first. So it was working. You just reset it. It was working before, Ma'am?
14:00
Speaker 1
Yes it was. Kathleen Neville, N-E-V-A-R-I-L, H-L-E-E-N, V for Victor, A-R-I-L. Yes, N-E-V-A-R-I-L, G-E-N-N-N-I-83 at gmail.com.
15:00
Speaker 2
Okay. [silence] Okay, can I have your full name and your email address, ma'am? Uh hold [silence] Hold on. Your first name is Kathleen. C uh K-a-t-h-e. Okay, your last name is N-e-e-a-r-i-l. Okay, how about your email? [silence] [music] [silence] [music] All right. So uh [silence]
15:00
Speaker 1
Yes. Just what?
16:00
Speaker 2
As we're checking here in our records ma'am, the system shows that this device that you have is already end of support and for end of support device ma'am, phone and chat support is no longer available. When did you purchase it ma'am? June 22nd, 2026. Okay, let me just try to check, ma'am, what I can do for this name, okay? No worries. [silence]
16:00
Speaker 1
Yes. All right, how long is support on this product? I got it, it wasn't even delivered till June.
18:00
Speaker 2
Hello, yeah, thank you so much for patiently waiting on the line ma'am Kathleen. As we're checking here ma'am, we discussed this with my team since the device is really already out of support. Ma'am, I would suggest to return the device to Amazon because the support date ma'am ends last June 11, 2026. So
18:00
Speaker 1
from 20 seconds is it relative to the they sold me an old one then okay? [silence] great. [silence] I will return it to Amazon that's all I needed to know. [silence] Thank you so much. Bye bye. [silence] [ music ]
19:00
Speaker 2
Yeah, that's Yes, because this is, um, this device man was originally released on the year 20, um, 2018. Okay, no worries. You're welcome, ma'am. Bye bye for now.
19:00