V2 Rubric Detail — c06d779e-709e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 14:04
Duration
6m 23s
Contact
Barry Newby
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134755
Support Country
Other / Unmapped
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfigure range extender
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-43.5)

V2 Grader Summary

The agent correctly identified the RE6300 extender and its expired warranty but failed to provide any troubleshooting or best-effort support. No diagnostic steps were taken, no resolution path offered, and the call ended without empathy or next steps. This resulted in an unresolved case with critical failures in resolution, ownership, and customer experience, despite technically accurate warranty information.

V1 Case Analysis

Customer Barry Newby reported RE6300 range extender stopped working after Spectrum router replacement. Agent confirmed model RE6300, warranty expired 2019, offered paid $15 support; customer declined and will consider purchasing a new extender.

Troubleshooting Steps
  • Identified device model as RE6300
  • Checked warranty status (expired 2019)
Key Observations
  • Agent correctly identified the RE6300 model despite initial serial number mishearing.
  • No basic troubleshooting (e.g., power-cycle, WPS re-pairing, or web interface access) was attempted before offering paid support, per KB guidance for range extenders (universal_legacy_device_wifi.md).
  • Agent accurately communicated warranty expiration and paid support eligibility, aligning with KB policy.
Positive Highlights
  • Correctly identified the device as a range extender (RE6300).
  • Accurately communicated warranty expiration (2019) and explained paid support eligibility per KB policy.
  • Collected customer name and email accurately.
Agent Errors / Gaps
  • Failed to attempt free troubleshooting steps (e.g., power-cycle, WPS re-pairing, or web interface access) before offering paid support, contrary to KB guidance for range extenders (universal_legacy_device_wifi.md).
  • Did not confirm customer access to router settings or Wi-Fi password, which is essential for re-pairing (credential handling miss).
  • Misheard and incorrectly repeated the serial number at [01:00], which could lead to case misidentification if not corrected.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution path beyond a paid service or purchasing new hardware; issue was not resolved nor was a valid best-effort troubleshooting path provided.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—agent only confirmed device model and warranty status without diagnosing the reconnection issue.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., re-pairing steps, WPS, or manual setup) as required by policy; instead used warranty status as a reason to stop helping.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms, ask diagnostic questions, or determine root cause—only collected customer details and warranty status.
T2 Not Met Appropriate tools / resources used conf 94%
Only used warranty lookup tool; did not attempt remote diagnostics, status checks, or consult KB for extender re-pairing despite clear need.
T3 Met No misinformation conf 99%
Correctly stated that RE6300 warranty expired in 2019 and that free support is not available—factually accurate per policy.
Communication
C1 Not Met Clear & professional language conf 95%
Failed to set expectations or agenda; call lacked structure and ended abruptly after offering paid service.
C2 Partially Met Confirmed understanding conf 91%
Used simple language and repeated customer’s name, but did not adapt to emotional state or confirm understanding of technical options.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Did not take ownership—shifted responsibility to customer by suggesting paid service or replacement instead of attempting resolution.
O2 Not Met Proactive follow-through conf 95%
Provided no next steps, timelines, or follow-up commitments—left customer with only a paid service option or self-resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No empathy expressed for customer’s frustration; used transactional tone and scripted closing without acknowledging difficulty.
X2 Not Met Tone & rapport conf 93%
Did not adjust to customer’s tone or pace; interaction remained flat despite customer’s repeated corrections and evident irritation.
X3 Not Met Overall experience conf 95%
Increased customer effort by requiring payment or new purchase instead of guiding through free reconfiguration steps.
Call Transcript9 turns · 11 lines
Speaker 1
This is Lynx's technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynx's specialist. Yes. Yes. Okay. Yes. Your call got connected. Lynx's. All right. Uh can you provide me first third uh serial number of your Lynx's router? Sure.
00:00
Speaker 2
Hello. Yes. I'm sorry. I thought I had Caney. I'm sorry. Boy, I'm really good. But I do have, I do have, yeah, what happened was I do have, um, um, a links, um, standard. How do you reset, how do you reset it for the new router? Okay. Let me go over here and get it for you, okay? There it is. It's serial number is one-ninety and three dash zero. These are two figures.
00:00
Speaker 1
the serial number of your linksys router is one seven X for X-ray W. one one nine zero see alright, so your linksys router or I mean your links sys product is actually a range extender. its model is RE6300. So that's your LingSYS part is a range extender. it's an it's a range extender. it's not actually a router. it's a range extender. So, uh your range extender is working, fine, right? So, um since you have and this router came from spectrum, your internet provider. I see. Alright, so uh I'll create first a record for you, sir before we continue on this. Uh topic. Uh, can I have your name? Barry
01:00
Speaker 2
no, it's not no it was working fine until we changed the router the router of the the spectrum router came in so and it was working fine okay right right right right right my name's Barry Nuby yes [silence]
02:00
Speaker 1
You're welcome. And your last name? Was? N a u B Y. Mhm. All right. Barry Newby. Thank you, Barry. And what about your email address, Barry? So your first name, Barry. Barry newbie one two three, at gmail.com.
03:00
Speaker 2
Just write it right. Thank you. Newbie. N-E-W-b-y. No, no, N-E-W, like William. Bye. Why? Mm-hmm. Right, right. It's my name and it's 123@. gmail. Yes. Last name too. And 123.
03:00
Speaker 1
Is it Barry Newbie123 at gmail.com? Yes. Hmm. All right, thank you Barry. You mentioned that your internet provider was spectrum and then you have a range extender that got disconnected because you have a new router from spectrum. So, this is a easy Barry, we just need to set up again or reconfigure your range extender to add it to your spectrum router. But I have to update you first, Barry, of your range extender warranty status, because upon checking on our system, our record indicates that your range extender model RE-6300 is already out of warranty. It's Warranty status expired last 2019. Since it's a very long time ago since you have this range extender, so it's already out of warranty. Now, since your range extender is already expired its warranty status, i cannot provide you free technical assistance, but if you want me to walk you through the steps on how to setup again your range extender, you have to apply for the paid connect service, which is of 15 US dollars. Okay, that's fine. You're welcome, Barry. and thank you for calling
04:00
Speaker 2
Okay. Well, let me think about it. What I'm going to do is I'll probably go buy another one because it probably is, oh, ah, you said 2009. I might get a newer one it might be more stronger, you know, stuff so that's what I'm going to do next. Okay? Thank you so much for your patience. Thank you so much.
05:00
Speaker 1
It's no pressure. Um, take care. Have a good day. Bye.
06:00