V2 Rubric Detail — b6d291b0-80a2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 23:12
Duration
15m 2s
Contact
860-830-6910
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137378
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_RE7000

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.0% (-23.0)

V2 Grader Summary

Agent incorrectly declared the RE7000 end-of-support (contradicting KB), provided no troubleshooting, and failed to escalate a supported device issue, leaving the customer unresolved. Communication lacked structure and empathy, while ownership and experience scores reflected abrupt disengagement and added friction. No auto-zero applied as critical failures (e.g., abandonment, discourtesy) were absent despite severe technical inaccuracy.

V1 Case Analysis

Customer unable to sync RE7000 extender via WPS; agent incorrectly claimed device end-of-support per system and provided no troubleshooting. Directed to support.linksys.com only.

Troubleshooting Steps
  • Collected customer contact details (phone, email)
  • Verified router model (MX5300)
  • Checked internal system for support eligibility
Key Observations
  • Agent claimed RE7000 is end-of-support per system check, directly contradicting KB documentation which lists RE7000 as a supported model with setup instructions
  • No troubleshooting steps performed despite clear symptoms (blinking orange LED) and documented WPS/reset procedures in KB
  • Failed to collect serial number or perform warranty lookup before declaring support eligibility
  • Provided only generic support website direction without specific KB references or self-help resources for RE7000
Positive Highlights
  • Collected customer contact information (phone, email) and attempted account record lookup
  • Verified router model (MX5300) which is relevant for WPS compatibility checks
  • Provided correct support website URL (support.linksys.com) as self-service resource
Agent Errors / Gaps
  • Incorrectly stated RE7000 is end-of-support, contradicting KB documentation
  • Failed to perform any troubleshooting (power-cycle, reset, manual setup) despite documented procedures
  • Did not verify warranty status through official channels or collect serial number
  • Provided no technical guidance or specific KB references despite model-specific setup documentation existing
  • Misrepresented company policy by implying no support available for RE7000

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared RE7000 end-of-support and offered no resolution path; issue remained unresolved with no troubleshooting or escalation.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps performed — agent skipped diagnostic questions, reset procedures, or tool usage, relying solely on CRM status.
R3 Not Met Correct resolution path conf 96%
Agent used end-of-support status as reason to stop assisting, violating OOW standard which requires best-effort troubleshooting even for unsupported devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent identified no symptoms (e.g., blinking orange LED), asked no diagnostic questions, and determined root cause solely from CRM without investigation.
T2 Not Met Appropriate tools / resources used conf 97%
Agent skipped required tools/procedures (extender.linksys.com setup, factory reset, LED checks) and relied only on CRM lookup, failing to advance the issue.
T3 Not Met No misinformation conf 100%
Agent incorrectly stated RE7000 is end-of-support; KB (universal_range_extender_setup.md) confirms it is still supported, constituting materially inaccurate guidance.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure — agent moved abruptly from greeting to denial of support without framing expectations, managing time, or maintaining control during customer frustration.
C2 Not Met Confirmed understanding conf 93%
Agent used technical term 'end of support' without explanation, failed to adapt language to customer’s confusion/frustration, and provided no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility immediately, refused to assist beyond directing to self-service, and showed no ownership of the case or customer’s problem.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested visiting support.linksys.com but gave no specific steps, timeline, or follow-up commitment, leaving customer without actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Customer had a valid setup issue with a supported device (per KB), but agent failed to escalate after minimal L1 effort, violating escalation triggers for unresolved cases.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted beyond L1 resolution attempts that were never initiated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered minimal empathy ('I'm sorry'), acknowledged none of the customer’s frustration over a new product failure, and remained transactional throughout.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, unadaptive tone despite customer’s visible distress, and failed to engage or adjust communication style to maintain understanding.
X3 Not Met Overall experience conf 95%
Customer repeated model numbers and purchase details; agent added unnecessary effort by providing only a generic website link without reducing friction or repetition.
Call Transcript15 turns · 16 lines
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product.
00:00
Speaker 1
Yes. I have a question. I just bought the extender and
07:00
Speaker 2
Thank you for calling links. This is Kyler. How may I help you?
07:00
Speaker 1
I'm trying to connect with my router and it's not syncing, so, hello? Yeah, so can you, please, help me? Yes, I'm putting it, OK. Hello? OK. I have a route extender, uh, RE7000, Linksys. And, uh, I tried to, uh, uh, use a WPS and for some reason it is, uh, taking longer time and it's not syncing with my router. I have a Linksys router also.
08:00
Speaker 2
Yes. Yes sir. All right, so you're trying to set up a new range extender and you just bought it. Yes. Yes. All right. When you, what do you call this once, when you connect it to the range, did you sit like near to the router?
08:00
Speaker 1
Yeah, I did. So, I will use the button underneath, the router's W.P.S and [silence] then it was then I click it on my extender. so, didn't do it. I did it multiple times I just reset it. I don't know why it looks like it now is the orange is blinking. [silence] whatRouter number, model number? okay. Hold on a second. Model is MX3300.
09:00
Speaker 2
did you press it on the router first the mode the range extender within two minutes? okay sir may I know the model number of your router? yes yes
09:00
Speaker 1
333 or sorry 5300 I did call before when I was installing my router a few years ago not for this item. area code 860-830-6910.
10:00
Speaker 2
I'm sorry MX okay and have before sure this is a first time okay all right can i have your phone number let me try to pull up using number okay thank you all right okay
10:00
Speaker 1
Han. Yes. Correct. Yes. From Amazon. Correct. [silence]
11:00
Speaker 2
uh... Sorry, I wasn't able to pull up a record here. Is it under Mr. Muhammad Khan? And the email ID MT-Kan001@gmail.com? And your internet provider is Astound. Correct? Okay. Okay. And again, this is for initial setup of your range extender. Where did you get this range extender? Then that's RE7000, right? Okay.
11:00
Speaker 1
So what should I do? Um. Um, um. No. Then I will, I will just return it. it's a useless. I mean, I don't understand.
12:00
Speaker 2
All right. Because I'm actually sure, as I checked our system here, the RE7000, sir, this range extender is already included on our end of support products. End of support means we're no longer providing any technical assistance, sir. So if you have problems setting up the device, there'll be a like we can no longer provide assistance. Okay? But what we can do, sir is to like refer you to our AI tool, okay? And it can be found in our website at support.linksys.com.
12:00
Speaker 1
If I get the sticker it's 24/7 link to support technical assistance. Call this number, which I did. Um, 90 days, you know? I just got it today.
13:00
Speaker 2
Yes sir because probably that is already old stock on the seller okay at times where we updated our system okay probably that is kind of old already that is why um if actually we have a link on our website sir where you can check if your device is still under um support okay. Yes sir but on our um system this device the re1000 is one of our um part of the end of support product so again probably sir this product has been already an old stock on the seller that they just sell it and in in our system we already ended our support because this is one of our for range extenders sir actually most of our range extender right now has already been like end of support already yes you can like consider and um checking other brands you're welcome and again you may take our website that's support. Linksys.com
13:00