V2 Rubric Detail — c1e25b70-8139-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 17:14
Duration
7m 5s
Contact
402-213-1010
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137500
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support RE7000
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical1.25/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall48.4% (-9.6)

V2 Grader Summary

The agent correctly identified the RE7000 as end-of-life and provided accurate warranty status (T2 Met), but failed to deliver required best-effort troubleshooting for out-of-warranty devices (R3 Not Met) and gave an invalid support URL (T3 Not Met). Communication, ownership, and professionalism were strong (C1, C2, O1, O2, X1, X2 Met), but the issue remained unresolved with no in-call diagnostic progress (R1, R2 Not Met). No auto-zero triggers were present.

V1 Case Analysis

Customer unable to add RE7000 range extender via app after ISP change; device out of warranty/EOS. Agent informed warranty expired, provided self-help article and advised to reset/reconfigure.

Troubleshooting Steps
  • Verified product model and serial number
  • Confirmed warranty expiration and end-of-life status
  • Advised customer to perform a factory reset and reconfigure the extender
  • Offered to email a self-help article with setup instructions
Key Observations
  • Agent correctly identified RE7000 as out-of-warranty and end-of-life using serial number
  • Agent provided incorrect website URL (links.com instead of linksys.com)
  • No step-by-step guidance provided for factory reset or web interface access (http://extender.linksys.com or http://192.168.1.1)
  • Agent failed to mention default admin password 'admin' for extender web interface
  • Minimal empathy; no acknowledgment of customer's frustration over app failure
Positive Highlights
  • Quickly collected and verified serial number to identify product model
  • Clear communication of warranty expiration and product end-of-life status with specific dates
  • Appropriate offer to email self-help article for EOS product
  • Maintained structured call flow without unnecessary loops or hold time
Agent Errors / Gaps
  • Provided wrong website address (links.com) instead of linksys.com
  • Did not guide customer through factory reset procedure required after ISP change
  • Failed to direct customer to extender's web interface (http://extender.linksys.com or http://192.168.1.1)
  • Omitted default admin password ('admin') for extender web interface
  • Did not explain potential app compatibility limitations with RE7000

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated support has ended and offered no resolution path beyond a self-help article; issue was not resolved or meaningfully advanced.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps were executed—agent did not ask about LED status, reset attempts, or connection method, nor guided the customer through diagnostic actions.
R3 Not Met Correct resolution path conf 90%
Agent correctly identified EOL status but failed to provide best-effort troubleshooting (e.g., factory reset, re-pairing steps) as required for OOW devices per rubric; dismissal violates OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent collected serial number and name but did not identify specific symptoms (e.g., LED behavior, app error) or follow a logical diagnostic sequence to root cause.
T2 Met Appropriate tools / resources used conf 85%
Agent used internal system to verify warranty and product lifecycle status of RE7000, which is appropriate and necessary for EOL determination.
T3 Not Met No misinformation conf 100%
Agent provided an invalid URL 'links.com' for support. Per KB, the correct URLs are support.linksys.com, linksys.com/support, or extender.linksys.com.
Communication
C1 Met Clear & professional language conf 90%
Agent opened call professionally, collected required info, explained EOL policy, and set expectation about follow-up email.
C2 Met Confirmed understanding conf 90%
Used plain language, avoided jargon, confirmed understanding, and adapted tone to customer’s pace and level.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the interaction from start to finish, did not transfer, and committed to sending an article post-call.
O2 Met Proactive follow-through conf 90%
Clearly communicated next step: article will be sent after call; also provided fallback option via website search.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on customer request or issue complexity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Remained courteous, used polite phrases ('thank you', 'take care'), and maintained professionalism despite declining support.
X2 Met Tone & rapport conf 90%
Matched customer’s conversational pace, checked understanding, and maintained engagement throughout.
X3 Partially Met Overall experience conf 85%
Reduced effort by offering a self-help article, but failed to provide any actionable steps during the call, requiring customer to self-navigate post-call.
Call Transcript9 turns · 11 lines
Speaker 2
Welcome to lynx's 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. Thank you for calling lynx's support. This is AI. How can I help you? [silence] Right uh can you tell me first uh are
00:00
Speaker 1
[ silence ] yes the serial number is one eight x two zero m two nine a one seven four seven nine that is correct yes that is correct V version two it is very DARRI last name is T. Jones
01:00
Speaker 2
All right, what's the serial number of your Linksys router? All right, I'll say it again. The serial number is 18X20 M, 29 A for Apple, 17479. Is that correct? All right. So, your Linksys product is a range extender model RE7000. All right. I'll go ahead first to record for you, sir. May I have your name?
01:00
Speaker 1
Joong, B, E, J, O, N, G. B, E, kind of similar, it looks like D, Jong. The letter D like in dog, E like in Edward, J is in John, O is in ocean, N is in Nora, G is in George. That is correct. It is my first initial and my last name. So it's B-D Jong, number 1015 at gmail.com. That is correct.
02:00
Speaker 2
[silence] D A S N Bary Dickinson [silence] Yeah, thank you, Bary. Uh, what about your email address, Bary? Sorry. [silence] So, bdj1015@email.com [silence] Bary, what about your internet service provider? Who is it?
02:00
Speaker 1
I can't seem to- using the app, yes, using the app, it's not recognizing it. I didn't push the reset button or anything, because I thought I could call you first. Yes.
03:00
Speaker 2
All right. So, you changed provider, internet provider, and now your range extender got disconnected. So, you want to add your range extender, but you cannot see it on network or can't find your, uh, range extender. Right? Okay. All right. Mm-hmm. Yes, uh, but usually when you, uh, got a new modem or you changed a new internet service provider, you will have to reconfigure again any Linksys product, whether it's a router or a range extender. So, uh, You may have to do a reset and reconfiguration on your range extender. But I have to inform you first, Barry, that your range extender is apparently already out of warranty. It was warranty status expired last January 28, 2022. And on our system, it also, this range extender that you have, the model RE7000 already ended it its life cycle phase. Its life ended last 2023, meaning we no longer manufactured or sell this type of range extender because it's using an older technology. And there's no longer any security or firmware updates for this range extender. And also its support ended lasts 2025. Meaning since it's no longer manufactured or no longer say. We no longer provide any technical support or assistance with regards to this range extender. But your range extender is still in working condition. It will still work. It can still be set up. It's just that we cannot provide you any assistance on how to troubleshoot your range extender as its support has ended. But I can send you a self-help article with regards to our end of support Linksys product. The self-help article has all the connectivity, setting up the Linksys product and its configuration on it. So you can just check on that article or also better upgrade the Linksys product or range extender you're using, but your range extender is still in working condition. You can still set it up, just follow the guidelines that I'll be sending to you.
03:00
Speaker 1
Right that should be helpful. Okay. Well I'll speak. I'll keep an eye on. Looking now. I'm sorry, I'm checking now for it. It's not . Thank you. Okay, understood. Thank you. Understand. Thank you. Very good. Thank you for your help.
06:00
Speaker 2
on your email, okay? Yeah, right. So all good Barry, just check your email for the self-help article that I'll be sending, okay? I'll be sending it to you after the call, Barry. Yes, yes. Yeah. If you happen to see that, you can always call us back, or you can go to our website, links.com, and just type the model of your range extender, RE7000, and it will pop up some of the articles regarding your range extender. Okay? You're welcome. Thank you also for calling Linksys, Barry. Take care. Have a great one.
06:00