V2 Rubric Detail — bf2b511c-797c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:53
Duration
9m 7s
Contact
Kelly Stribling
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00136072
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall43.1% (+15.1)

V2 Grader Summary

The agent correctly identified the VLP01 extender as end-of-life and advised replacement, which is technically accurate per KB guidance. However, no meaningful troubleshooting was performed (only power cycle), no concrete resolution path was provided, and customer effort was not reduced due to repeated requests for serial/model numbers. The issue remained unresolved with no actionable next steps.

V1 Case Analysis

Customer reported two Linksys range extenders (model VLP01) with pale solid-blue LEDs and no wired Ethernet connectivity. Agent incorrectly stated solid blue indicates hardware failure, falsely claimed the model is end-of-life, and did not perform standard troubleshooting (UI access, reset, Ethernet test). No resolution achieved.

Troubleshooting Steps
  • Collected serial number and model (as spoken).
  • Power-cycled the extenders (off/on).
  • Observed LED behavior after power cycle.
Key Observations
  • Agent incorrectly interpreted solid blue LED as a sign of hardware failure; per KB, solid blue is normal for a ready extender.
  • Agent falsely claimed model VLP01 is end-of-life and unsupported; this model does not exist in the Linksys database — likely a mishearing of the customer's description.
  • No standard range extender troubleshooting steps were performed (e.g., accessing `extender.linksys.com`, factory reset, Ethernet port test).
  • Warranty status was not discussed, but the agent implied the units are out of support due to age.
  • Agent provided no self-help resources or KB articles to assist the customer after concluding replacement was needed.
Positive Highlights
  • Collected serial number and model information from the customer ([02:00]).
  • Maintained a polite and professional tone throughout the call.
  • Performed a basic power cycle test upon customer request ([05:00]–[07:00]).
Agent Errors / Gaps
  • Misidentified the product model — VLP01 is not a valid Linksys extender model; likely a mishearing of the customer's description ([02:00], [08:00]).
  • Provided factually incorrect technical advice: claimed solid blue LED indicates hardware failure ([06:00]–[07:00]), directly contradicting the KB, which states solid blue indicates normal operation.
  • Falsely stated that the VLP01 model is end-of-life and unsupported ([08:00]), which is unverifiable and incorrect per Linksys product records.
  • Failed to perform essential troubleshooting steps such as accessing the extender web UI (`extender.linksys.com`), performing a factory reset, or testing Ethernet connectivity.
  • Did not verify warranty status or offer any self-help path (e.g., KB article, email with instructions) after recommending replacement.
  • Did not attempt to clarify the actual model number despite clear phonetic spelling from the customer (V-L-P-zero-one).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded with recommendation to replace the unit but provided no concrete resolution, RMA, or fix.
R2 Not Met Diagnostic thoroughness conf 90%
Only a power cycle was attempted; no reset, firmware check, or deeper diagnostics performed despite the device being web-manageable.
R3 Met Correct resolution path conf 95%
Agent correctly identified the VLP01 as end-of-life (support ended 2025) and recommended replacement, which is the appropriate path for unsupported hardware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent noted solid blue LED and suggested power-cycle but did not ask targeted questions about setup history or prior changes to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools such as checking firmware via web UI (http://extender.linksys.com) or accessing device settings, despite the model being web-manageable.
T3 Met No misinformation conf 95%
Agent accurately stated VLP01 support ended in 2025 and firmware updates are no longer available, consistent with KB policies on legacy products.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had long silences, failed to frame interaction clearly, and did not summarize findings or next steps before closing.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but did not confirm understanding, adapt to customer frustration, or explain technical terms like 'end-of-life' in accessible ways.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took responsibility for diagnosing and advising despite limited resolution.
O2 Not Met Proactive follow-through conf 90%
No specific next steps were given (e.g., where to buy replacement, model recommendations); customer left with only vague suggestion to upgrade.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for an end-of-life hardware issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent thanked customer and was polite but offered limited empathy for frustration expressed about non-working extenders.
X2 Partially Met Tone & rapport conf 80%
Maintained neutral tone but did not adjust pace or emotional engagement; customer expressed resignation without agent intervention.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial and model numbers multiple times; agent failed to document or reuse information efficiently, increasing effort.
Call Transcript19 turns · 19 lines
Speaker 1
one Wi-Fi network together, but just keep in mind it couldn't get in my and you're doing this and it's pretty consistent. I'm not going to change anything. Oh, hi. Good afternoon. How are you? Good. Good. I have uh a Linksys um Wi-Fi extender. I have one two um that mesh and it hasn't been working properly for a couple weeks now. And I've tried to do everything with it.
00:00
Speaker 2
[jingle] 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. [jingle] Thank you for calling Linksys. My name is Jacob. How can I help? Good. How are you? [silence] I'm doing good. How are you doing? [silence] I'm great.
00:00
Speaker 1
Something I can you can troubleshoot with me? I'm sorry what was that? Let me get that. Okay. The serial number is two. Let me see what you mean. I think there's six or an eight. Hold on one second. Let me get something that I can see. Numbers are too small. Okay. [silence]
01:00
Speaker 2
Sure. Um, what is the serial number and model number of that? What is the serial number and model number of that? Right.
01:00
Speaker 1
the serial number is two Z like David 11 M like Mary three four B like Boy zero zero one eight three seven okay and and the model number is V like Victor L like Larry P like Paul zero one [silence]
02:00
Speaker 2
Okay, and the model number? Oh, sorry, I was in the mute. I didn't notice that. Um, sorry. So what is your first name and last name?
02:00
Speaker 1
S like Sam, S like Sam, P-R-I-B like boy L-I-N-G. Kelly Stribling, one, the number one, at gmail.com. Kelly, K-E-L-L-Y. Huh? It's green. Green. So, right, like I, I have uh,
03:00
Speaker 2
Kelly, how do you spell your last name? Thank you. What is your email address? So, just to verify, is it Kelly or Carrie? Thank you so much for confirming. Okay. Checking. So, what's the status of the towers right now? Is it red or blinking? Blue? No, it's red. So, when you said it's not working properly, you mean to say it's buffering or dropping the connection?
03:00
Speaker 1
So the one that's plugged into the router or the modem, wherever it goes into, is the main one. Then I have two extra ones upstairs. The lights on the ones upstairs are really pale, pale blue. Like, you can barely see it. Are they supposed to be blue? Okay. Okay. Cause I used to be able to get wired in the one room where that is. And I can't now. anymore. And they're not, the colors on the ones that are in the separate room are not as bright as they used to be. They're really faded.
04:00
Speaker 2
[silence].
04:00
Speaker 1
I mean, I guess I have everything plugged in right. I have the the white cord plugged into my, is the modems, that's the my Wi-Fi the Airst. So that plug goes from the Linksys extender to the back of that, correct? Okay. All right and then yeah, I've done that.
05:00
Speaker 2
How about if you turn it off and turn it back on? Uh, will it? Hum? Okay. The main tower, yes. Should be connected to Ares. I'm talking about the one that's upstairs. If you turn it off, turn it back on, can you see the red light? Can you see the red light?
05:00
Speaker 1
it stays solid blue. uh... Let me uh... see if uh... see if I can do that. It'll turn- unplug it or hit it hit the off button underneath. Yeah. Yeah, I know, it - if I turn it off, it doesn't go red at all. Just uh... it
06:00
Speaker 2
Yes blinking or it stayed solid blue. For how many minutes now. Stay solid blue. Because that could be a hardware problem if it stays all the blue. It should be red when it's not working. Unplug it and plug it back in. quick off and on. Check the light. Yeah you can also hit the off button and turn it back on just pick off. Let's wait two minutes. It should be it if it's solid blue
06:00
Speaker 1
When I turn it back on, it just goes right back to solid blue, and both of them do that. Yes. They both do that.
07:00
Speaker 2
already should be blinking blue. yeah when you turn it back on the light expected light will be solid blue for a second or two then blinking blue. after that blinking red it continues to blink red when it's not working. either solid red or blinking red. that should be expected light. if it's not doing red light that's gonna be a hardware problem. possible hardware issue i mean. hmm i see. error the two extenders. let me just check.
07:00
Speaker 1
Okay, thank you. Well, because it's probably older. because it's older. Yeah. Yeah. Okay, I probably just need to replace some then. Okay, all right. Well, thank you, yeah. All right, well, thank you for trying. Appreciate it.
08:00
Speaker 2
the model number maybe we can get the answer okay so I checked the the model number BLP 001 unfortunately it probably is reaching its end of life the the support this ended 2025 we can no longer support the place a router also I think that you know it effectively the firmware cannot be updated anymore the firmware is really the issue but in this case it's more like a hardware issue yeah unfortunately yeah we cannot it cannot catch up with the technology today better to upgrade the unit okay thank you so much for your understanding do you have other questions
08:00
Speaker 1
No, that's it. Thank you. Have a good evening. Bye-bye.
09:00