V2 Rubric Detail — b8a02a2e-7a4f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 22:03
Duration
7m 50s
Contact
Bipin Popat
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00136274
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7000 Reconfiguration wireless settings

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall60.4% (+4.4)

V2 Grader Summary

The agent correctly identified the RE7000 as end-of-support and provided a self-help path, but failed to verify resolution or perform meaningful troubleshooting. Critically, the agent gave materially incorrect technical instructions (no default password, 30-second reset) contradicting KB, which undermines technical accuracy and prevents successful resolution. Ownership and communication were adequate, but the lack of verification and incorrect guidance result in an unresolved outcome.

V1 Case Analysis

Customer reported RE7000 extender not connecting after Cox router password change. Agent confirmed model, noted end-of-support (2025), emailed setup guide. Provided incorrect reset instructions (30 sec hold, amber blinking). No verification of resolution.

Troubleshooting Steps
  • Confirmed device model (RE7000).
  • Checked support status (out of support as of 2025).
  • Offered to email a step-by-step guide.
  • Provided reset instructions (hold reset 30 seconds, wait for amber blinking, connect to default Wi-Fi).
Key Observations
  • Agent correctly identified the product model (RE7000) and support status (ended 2025) [04:00].
  • Agent provided materially incorrect reset procedure: KB states 10+ seconds until LED turns red, then blinks orange; agent instructed 30 seconds and referenced amber blinking [07:00].
  • Agent correctly stated the default setup network has no password, aligning with KB [07:00].
  • Customer indicated they had already performed a reset (green to orange LED), but agent did not verify the outcome or confirm if the extender reconnected [07:00].
  • Agent sent a setup guide via email, providing a self-help path for an out-of-support device.
Positive Highlights
  • Correctly identified the product model (RE7000) and confirmed it is out of support [04:00].
  • Offered to send a detailed setup guide via email, providing a self-help resource [05:00].
  • Acknowledged customer's difficulty with small print and attempted to verify contact details carefully [02:00].
  • Correctly advised that the default setup network has no password, matching KB guidance [07:00].
  • Maintained a patient and empathetic tone throughout the call.
Agent Errors / Gaps
  • Provided incorrect reset duration and LED behavior: KB specifies holding reset for 10+ seconds until LED turns red, then blinks orange; agent instructed 30 seconds and referenced amber blinking [07:00].
  • Misread customer's email address during verification, initially transcribing 'PSMP' instead of 'P.O.P.A.T' [02:00–03:00].
  • Failed to confirm whether the customer successfully performed the reset or if the extender reconnected to the network after following the guide.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent sent a guide and gave verbal reset instructions but did not confirm the extender was successfully reconnected or that internet access was restored; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic diagnostic steps: did not confirm current LED state, whether the extender’s setup network was visible, or if the customer had already attempted a reset — jumped straight to instructions.
R3 Met Correct resolution path conf 95%
Agent correctly identified RE7000 as end-of-support and chose the appropriate path: provide self-help guide and reset instructions instead of RMA or escalation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (extender not working after password change) but asked no follow-up questions to verify current state or isolate root cause beyond assuming a reset was needed.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (e.g., remote session, logs) were necessary; agent used available KB-style guidance appropriately for an OOW device with a common setup issue.
T3 Not Met No misinformation conf 100%
Agent stated the default WiFi 'does not have a password' (KB: default is 'admin') and to hold reset for '30 seconds' (KB: 10-20 seconds until LED turns red).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and collected info, but said 'I'm confused' and failed to reframe the interaction after customer clarification; weak call control during mid-call confusion.
C2 Met Confirmed understanding conf 95%
Agent used simple language, repeated key steps, and avoided jargon — adapted well to customer’s pace and apparent technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the line, took ownership of sending the guide, and did not transfer or disengage despite the device being out of support.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the guide would be emailed immediately, setting a specific and realistic next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was a configuration reset on an OOW device, which aligns with self-help resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent used polite language but did not acknowledge customer’s effort (e.g., trying Cox app, resetting) or express empathy for the inconvenience.
X2 Met Tone & rapport conf 95%
Agent matched customer’s conversational pace, repeated instructions, and confirmed understanding through repetition.
X3 Met Overall experience conf 95%
Agent avoided redundant questioning, sent a visual guide to reduce effort, and streamlined steps despite technical inaccuracies.
Call Transcript14 turns · 15 lines
Speaker 1
Yeah, I have this linksys uh extender part and uh I had a password change recently on my cox thing and uh so the extender part does not work. so they uh told me to call you
00:00
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. Thank you for calling linksys. My name is Gerald. How can I help you? One second. Okay. What is the serial number? [silence]
00:00
Speaker 1
[silence] Great. [silence] Uh, okay, my eyes are not that good. I wish they had bigger. So, I think it's 1, 8, X 20 M 27 C 01306. [silence] Uh, hold on one second, it's very small handwriting. It's R E 7 0 0 0 V 2.
01:00
Speaker 2
Sure. Brand and model number of your link saysfather. Nope. Extender. And(model number). No, that's not right. Got it. okay. I got it at thank you. I just checked that here. Okay.
01:00
Speaker 1
Model number... Yeah, 7,000, yeah. The Bipin Popat, P-O-P-A-T? Yes. Last name, yeah. Bipin, B-I-P-I-N Popat. It's bipin.period.bopopat@gmail.com.
02:00
Speaker 2
RE 7000, right, model number? Thank you, What is your first name and last name? B O P A T. That's a last name. And what's your first name spelling? B I, and thank you. What's your email address? I'll read it back to you. I just want to make sure that I got it correct, so that's B as in boy, I as in India, B as in Paul, I as in India, n as in Nancy, underscore, PSMP. [silence]
02:00
Speaker 1
Yeah. Yeah. P. O. P. A. T. At. Dot. Dot. Dot. Pod. gmail.com. box. Cox. Fox. Fox. Yeah. A new modem too. With a higher speed. modem.
03:00
Speaker 2
hozen Oscar p as in Paul, a as in Alpha, t as in Tango. at gmail.com. thank you. What was your internet provider again? You mentioned that. I forgot. What was that? Cox ISP. Okay. Thank you. So let me just confirm. confirm so you changed the router password and now your extender does not recognize that router anymore. Oh, okay. Got it. Thank you. Okay. So I checked the, but by the way, all you need to do is to reconnect that to your Wi-Fi of the cax router or your router. But I checked the RE7000 right here. Based on the record, the model number unfortunately, the support of this is already ended 2025, so we no longer support this model number. But what I can do, I I can send you the guide on how you can connect connect that back to your router. Is that okay? If I'll send you the guide. Okay. I'll I'll give me five minutes. I'm gonna simplify the guide for you.
03:00
Speaker 1
Okay. Okay, sure. Yeah, so you want me to wait till you figure out what and you're going to stay on the line? Okay. Yeah.
05:00
Speaker 2
Okay I also gonna change something on it so that it will be easy and understable to follow. Appreciate your understanding with this you have question. You want to send, uh yes, we can do that I'll send it to you. Uh hold on, let me just get the the guide I mean let me get it for you for 10%. Oh actually there is an available guide right here and I think this is uh easy to follow there, it comes with uh photo so you can have a reference, and I'm gonna send that to your email now and that's sent. [silence]
05:00
Speaker 1
Now I'll tell you Cox had a an app and I tried using their app and you like, you know, bring the phone closer to the pod and all that and it didn't did not work. You know it. Yes, that's right. I don't know how it, how it somehow I need this pod connected to, to my internet, you know, and that's how I don't know. But, see the internet not reach into another room, so that's why I have this extender.
06:00
Speaker 2
Um what's your Hold on I'm confused. so are you trying to pair the the re your extender to the Cox router right? using WPS or what are you doing on the app of the Cox provider? Oh okay. oh okay understood so all first thing you need to do since you have a new password you may need to reset so that it will
06:00
Speaker 1
Yeah. Yeah, I've done that you know, so when you press the reset button, it's green and then it changes back to orange. Okay, alright, I'll try that out, okay? Alright, thank you, sir. Thank you. Thanks for your help. Thank you.
07:00
Speaker 2
Will be easy for you. You may need to reset the extender. Just press and hold the reset button of that. Hold it down for 30 seconds and once it's showing an amber light blinking, connect to the Wi-Fi of that. By default, it does not have a password and follow the guide I sent to your email. And then connect to the Wi-Fi and then follow the guide I sent to your email. Just follow those steps and you should be able to connect to your extend it to your router.
07:00