V2 Rubric Detail — c12a51aa-7b18-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 22:02
Duration
32m 19s
Contact
James Matthews
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136449
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7000 - reinstallation

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.9% (+19.9)

V2 Grader Summary

The agent provided technically accurate troubleshooting steps (reset, default password, WPS) and maintained ownership, but the issue was not fully resolved due to customer’s lack of router access. The interaction resulted in partial progress with a clear path forward, supported by correct technical guidance and reasonable call management, though empathy and next-step clarity could be improved.

V1 Case Analysis

Customer unable to access RE7000 V2 extender setup after factory reset; password still required. Agent gave reset and WPS instructions but router not reachable. No resolution; advised to call back when router access is available.

Troubleshooting Steps
  • Instructed customer to press and hold the reset button for ~30 seconds.
  • Advised to try the default admin password (admin) on extender.linksys.com.
  • Suggested using WPS button pairing with the router.
Key Observations
  • Agent gave inaccurate reset timing instructions and did not verify the correct reset procedure for RE7000.
  • Warranty status was stated without any lookup or confirmation.
  • Agent failed to acknowledge the customer's frustration or the fact that the ISP had changed.
  • No clear next‑step schedule or callback was set; the customer was left to call back on their own.
  • Agent provided the default admin password but did not explain why it might still be prompting for a password.
Positive Highlights
  • Collected the extender model number, serial number, and customer email.
  • Attempted to guide the customer through a factory reset and default password check.
Agent Errors / Gaps
  • Provided incorrect reset button timing guidance (30 seconds vs. standard 10‑20 seconds).
  • Stated the router was out of warranty without verification.
  • Did not acknowledge or empathize with the customer's frustration.
  • Did not give a case/ticket number after creating a case.
  • Suggested WPS pairing without confirming the customer could access the router.
  • Failed to set a concrete follow‑up or callback appointment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer remained unable to access the extender setup page or complete configuration; no resolution was achieved despite multiple attempts.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided customer through factory reset, password attempt (admin), and WPS pairing suggestion, but did not verify LED behavior post-reset or confirm whether the extender actually entered factory-default state.
R3 Met Correct resolution path conf 95%
Agent correctly acknowledged device is out of warranty but still offered free phone support and attempted troubleshooting rather than dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (password prompt after reset) and asked about reset method, but failed to systematically diagnose current mode (e.g., by confirming LED sequence or setup network visibility) as required by universal_range_extender_setup.md.
T2 Met Appropriate tools / resources used conf 94%
Issue involved basic setup recovery; no remote tools or logs were necessary, and verbal guidance using standard procedures (reset, default password, WPS) was appropriate.
T3 Met No misinformation conf 96%
Agent correctly stated default password is 'admin' and accurately explained WPS pairing. The 30-second reset instruction is a reasonable variation of the 10+ second requirement in universal_range_extender_setup.md and did not derail the case.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent set limited expectations ('call us back when you have access') and maintained call control, but lacked initial framing, had unexplained silences, and did not smoothly transition between steps.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms and repeated key instructions, but occasionally spoke unclearly (e.g., 'three zero seconds') and did not consistently confirm understanding despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the interaction from start to finish, did not transfer, and committed to helping further when customer gains router access, showing responsibility.
O2 Partially Met Proactive follow-through conf 91%
Agent established a clear next step (customer to press WPS when able and call back), though no specific timeline or callback was scheduled.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and agent continued to assist.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent offered reassurance ('I can help you, don't worry') and acknowledged storm indirectly, but did not explicitly recognize customer’s frustration or prior failed attempts.
X2 Partially Met Tone & rapport conf 90%
Agent remained patient and stayed on the line, adapting slightly by simplifying language, though tone was somewhat flat and not fully attuned to customer’s stress.
X3 Partially Met Overall experience conf 91%
Agent avoided unnecessary repetition and offered a path forward, though customer had to perform resets and was ultimately told to call back later, increasing effort.
Call Transcript26 turns · 30 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
I have one thing that five adults have Yes. Hang on just a sec. Yes, my name is James Matthews. I have a Linksys 7,000 extender that my internet service provider changed and I was trying to reprogram it to the new new passwords and stuff and it was not connecting properly. So maybe foolishly, I did a factory reset on it, not knowing that it was going to require the factory password, which is on the box which I no longer have. Pardon? Say that again. Yes, I have. Yes. The model is RE7000 V2. and the serial number is 812374692.
12:00
Speaker 2
I don't know who you're speaking with.
13:00
Speaker 1
Well it used to be well it's spectrum now. It's perfect it was spectrum before and it's spectrum. Yeah. Okay. Yes. X, R, A, Y, M, A, N, J, M as in James Matthews at gmail.com.
14:00
Speaker 2
Let me take a look. Who is the new Internet service provider? Spectrum. Let me find a solution. By the way, let me create a case ticket for you. Can you give me your email address? [silence]
14:00
Speaker 1
X-ray man Jm. Yes, no no spaces, no hyphens. X-ray man Jm. Okay. Uh, it's not... Yes, I I have it unplugged. So I need to plug it back in now. Yes, it's Please Okay, it's blinking green. Uh-huh. You tell me how long to press it.
15:00
Speaker 2
k M at J M at Gmail.com all right I got it now sure now on the reset button can you press and hold it for three zero thirty seconds do not unplug it make sure there is power mission no no okay plug it back when you see something like blinking red or blinking blue you can press the reset button hold it for three zero seconds okay press the reset button down
15:00
Speaker 1
So it's still just blinking green. I'd already reset it before, so I'd gotten the quicker flash. Oh, now it's yellow. So if I go to set it up now, it's going to require a password. Okay. That's what I was expecting, I was so surprised. [silence]
16:00
Speaker 2
All right you can let go [silence] Okay that's good great [silence] No [silence]
16:00
Speaker 1
I was uh , uh , prompted for a password when it said that it needed a password. Okay. Well, I guess that's it. Uh, let me see what that okay. All right. Well, I can well, I've got I'm talking to you on my phone. I'm opening my computer now. Um, for what it's worth, we're in the middle of a thunderstorm and we have no internet access right now. But that should not stop me from being able to access the um, yes. So now I go to linksys-setup.com
17:00
Speaker 2
I can help you. Don't worry. Uh I can help you. I will set an expectation for you. Your router is already out of warranty. But on the phone, I can help you. There's no charge for that one. It's free. I can help you set it up. Let's do this one. Now, on your phone, you can do it. All right. Yes. Uh router. Hmm. Setup.
17:00
Speaker 1
okay extender.linksys.com oh yes oh yes yeah yes hang on a sec Linksys extender setup there it is it's asking for a password is that that that say that again yeah yeah I had already tried a D M I N no and I think I also tried password
18:00
Speaker 2
extender Setup, okay it does, okay try admin, admin, admin, admin, it should not ask for a password that's strange. No, in a lab. I get an re7000 when the
18:00
Speaker 1
I used an ink pen. and that yes. and while, while, Oh, Oh, okay. while you were gone, I, I rebooted my computer to see if that would make any difference. Oh, and I, hang on a sec. No, it still wants a password. All right, here we go again. [silence] All right, the light went off. [silence] and then
24:00
Speaker 2
set you didn't ask for a password. All right. When you reset it, did you use a paper clip or something hard? And when you press it, All right. Okay. Can you try one more time? Press and hold it. What happened? It still wants a password. That's unusual. [silence]
24:00
Speaker 1
[silence] Has it been 30 seconds? All right, I'm going to let loose now. I'm going to turn it. Oh, now it's blinking yellow. What? Shall I go back to Linksys extender setup again? Still wants a password. It says you can also connect by pushing the button on the router. The WPS button. Yes. Yes.
25:00
Speaker 2
tell me the color. yellow. with orange. yellow. all right. yes please. want the password. ah yes. for the WPS. okay. yeah. if the router has a WPS, you press that one and do the same with the,
26:00
Speaker 1
So. press the WPS button and what else? Okay. okay, maybe I'm misunderstanding. I don't I didn't think I got this linksys extender with a router. I think it was just just an extender. Right. Right. Um, but will I be able to get in and and set the
27:00
Speaker 2
extender. It will work. No, there are only two WPS buttons on the router and on the extender. You press them within two minutes. There is no order. You can press the router first or the other way around.
27:00
Speaker 1
Passwords and such. And will I be able to get to the web setup if I don't have a password? Okay. All right, well the the router is in a different apartment. I don't have access to it. We're supposed to hit WPS at the same time. Okay. Are you still there? Um, I want to. All right. Let's see if I can't. [silence]
28:00
Speaker 2
Yes. Uh, you, you, I don't know, you don't have to because it's the router and the extender, they will be the one to talk machine to machine, no human intervention. They will talk to each other. As long as within two minutes. Do you want me to wait for that one? I can.
28:00
Speaker 1
I'm going to put you on a brief hold, okay? Are you there? Yeah, I can't get at the router right now, so I guess I will have to leave this. Once I press the WPS buttons, what will happen then? Okay. Okay. All right. Yeah, the reason I called you is because the um, you know, I researched this on the internet and it said that there's usually a, there's usually a factory password on the box and I don't, I don't have the box anymore.
29:00
Speaker 2
Yeah, I'm here. So, and then wait for it. It should be okay. Now, it usually take around three to five minutes and then it should reconnect. You can give us a call, James, anytime. There is no limit on the phone support and it's for free. All right. Give us a call back when you have access to the router. Is this usual underneath. [silence]
30:00
Speaker 1
No, I don't see anything on. There there is a there there is a number. It's four digits with a hyphen and four digits again. That's on it's on the back. It's underneath the the gosh, underneath the Mac address. using an using an ethernet using an ethernet cable. Okay. All right. Okay.
31:00
Speaker 2
The device itself, but I checked on the device, it doesn't have [silence] Okay. Now, if you have access to the router, once you have it, we may try to connect it wired to the router to let them connect. And then, once you have access, give us a call, we will try another option which is to wire directly to the router. I hope that will work. Again, yes. Correct. Yes. James, don't have to worry about the warranty on the phone. It's unlimited, it's free. Okay, just give us a call. All right.
31:00
Speaker 1
Thank you. Okay, thank you. Yeah.
32:00