V2 Rubric Detail — c8295ebc-7b25-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 23:36
Duration
8m 35s
Contact
Richard Lukashuk
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00136459
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_RE6500_Unable to detect the default SSID of the extender

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership0.71/5
EscalationN/A
Customer Exp1.79/5
Overall18.9% (-37.1)

V2 Grader Summary

The interaction failed to resolve the extender setup issue due to a total lack of diagnostic troubleshooting and inaccurate technical claims regarding LED states. The agent ignored the customer's report of a blinking red LED (an error state per KB) and incorrectly claimed it was white, while failing to guide the customer to the correct setup URL. Broken ownership and a poor handoff further contributed to the unresolved outcome.

V1 Case Analysis

Customer unable to see Linksys extender SSID after reset; LED blinking red. Agent noted end‑of‑life status, offered to email self‑help guide, no fix achieved.

Troubleshooting Steps
  • Collected customer name, email, phone, serial number, and model.
  • Informed customer of end‑of‑life status.
  • Offered to email a self‑help guide.
Key Observations
  • Agent incorrectly referenced solid or blinking white LED ([06:00]) when customer clearly reported blinking red ([01:00]), indicating a failure to accurately diagnose the issue.
  • No mention of the correct setup URL http://extender.linksys.com or the default SSID format 'Linksys Extender Setup–XXX' from universal_range_extender_setup.md.
  • Agent failed to guide customer through basic power-cycle or reseating of the extender, which are standard first steps for unresponsive devices.
  • Call was transferred mid-conversation from Donna to Sonna without a clear hand-off or summary, disrupting continuity.
Positive Highlights
  • Accurately identified the product model (RA6500) and serial number (14S10P0A421111) from customer input ([02:00]–[03:00]).
  • Correctly communicated that the RA6500 is end-of-life and no longer receives firmware updates ([05:00]), which aligns with Linksys product lifecycle policy.
  • Collected complete customer contact information (name, email, phone) as required for case documentation.
Agent Errors / Gaps
  • Misidentified LED status: claimed the extender was showing solid or blinking white ([06:00]) when customer reported blinking red ([01:00]), contradicting KB guidance in ax_maxstream_wifi_connectivity.md which states blinking red indicates a setup or connection failure.
  • Failed to provide the correct setup procedure for range extenders: did not instruct customer to connect to the default extender Wi-Fi network or access http://extender.linksys.com, both of which are mandatory steps per universal_range_extender_setup.md.
  • Did not perform any actual troubleshooting: no power cycle, no verification of physical placement, no guidance on checking outlet or power adapter, all of which are basic steps for a non-responsive extender.
  • Provided no actionable self-help content beyond a vague promise to email a guide, leaving the customer without immediate next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ended with customer saying goodbye and no solution provided; extender remained non-functional.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting performed; agent did not ask about power, reset procedure, or LED meanings.
R3 Partially Met Correct resolution path conf 95%
Agent acknowledged end-of-support status but offered self-help guide and attempted continued support instead of dismissal, aligning with OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent skipped diagnostic process; no questions about reset duration, power source, or placement; incorrectly assumed LED was white when customer reported red.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools (e.g., remote diagnostics, web interface guidance) despite customer being on-site and issue being resolvable via http://extender.linksys.com or IP access.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated LED was 'solid white or blinking white' when customer clearly reported blinking red; contradicts KB where red indicates error/failure state.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent framed interaction initially and placed on hold, but lost control by transferring to another agent (Sonna) without clear handoff or structured progression.
C2 Partially Met Confirmed understanding conf 93%
Agent used simple language but failed to confirm understanding or adapt to customer’s confusion about missing Wi-Fi network; no comprehension checks performed.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Call was transferred to 'Sonna' without explanation or continuity; original agent did not own the case to resolution or documented handoff.
O2 Partially Met Proactive follow-through conf 92%
Agent mentioned emailing a self-help guide but gave no timeline or confirmation it would be sent, leaving next steps ambiguous.
O3 Not Met Closure confirmation conf 96%
Second agent (Sonna) provided no acknowledgment of prior steps, asked no follow-up, and gave generic closing — clear break in case continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was clearly warranted — issue was standard setup problem within L1 scope even for OOW device.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 94%
Agent said 'thank you for your patience' but offered no specific empathy for customer’s frustration with reset failure or blinking red light.
X2 Partially Met Tone & rapport conf 93%
Agent maintained polite tone but used a scripted approach; did not adjust pace or rephrase when customer struggled to see setup network.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial number and describe issue; agent did not leverage known info and created unnecessary effort through poor handoff.
Call Transcript14 turns · 16 lines
Speaker 1
Oh, I've got a Linksys, uh, uh, let me think, it's got an R-65- hundred, router, uh, extender. Does that make it, ring a bell? I'll get it, I'm looking at, oh, you know what, it just snapped. I was trying to reset it and join a new network.
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. [silence] Thank you for calling Linksys Technical Support. My name is Donna, how may I help you today? Uh-huh. Yeah, yeah. [silence]
00:00
Speaker 1
I I switched to a new network. So, it it was white, I hit the reset button in it. And now after about a couple minutes, it's blinking red now. But it's telling me I should be able to see in the Wi-Fi, available networks a Linksys network to join. And uh, I got to get back to I got to look on my uh, TV screen or on my phone and see now that it's blinking red if it's doing that. Or you take over from here and you tell me what to do. Okay? I think so.
01:00
Speaker 2
Uh-huh. Okay. Mhm. Okay. Thank you so much for sharing that. Let's see what we can do to get this fixed. By the way, is this your first time calling Linksys technical support? Mhm. May- may I have your first name and last name, please? And can you please spell it out for me using-
01:00
Speaker 1
OK, Richard Lockishok. L-U-K-A-S-H-U-K. Address? Two-one. Yeah. Yeah. R-L-U-K-A-S-H-U-K@Gmail.com. Yes. Yep.
02:00
Speaker 2
Okay, um, it's Richard Locus-hawk. Oh, can I also have your email address please? And can you please spell it out for me? Take the happiest. Are. Okay, let me repeat it. It's R-L-U-K-E-A-S-H-U-K-E.A-S-H-U-K@gmail. com. Is this correct? All right, thank you so much. By the way, the model number of your product is RA 6500, correct? We also have the serial number located at the
02:00
Speaker 1
Okay. Okay. Okay. Now here's a serial number I just gotta get in the. Oh, wait a minute. Glass is done. I think if I get the right glasses, I can do this. Okay. Yes. Uh, serial number is 14, S, 1, 0, P, 0, A, 4, 2, 1, 1, 1, 1. There's four 1's at the end. I think you missed one. [silence]
03:00
Speaker 2
, and the box it came with. Okay. Okay, so this serial number is one for us one zero B 0A 42111. Is this correct? Okay, 1111. All right. Thank you so much.
03:00
Speaker 1
speaking. 921 1750 yeah. Speaking. sure.
04:00
Speaker 2
and are you calling from the United States? Who's your service provider? spectrum. Okay. By the way, I can see here that your phone number is 1-732-447-497. Is this the best number to reach you in case the call gets disconnected? Mhm. Okay, 248-921-1 73 Thanks very much. By the way, let me check the phone number in the system. May I please place you on hold for just two minutes? Thank you so much. Thank you for being patient. All right. I want to be upfront with you. This model has reached and of life support or end of support phase, so it no longer receives firmware updates or active fixes. I can still walk you through a few practical steps that often help, and add to work, I'll email you a self help guide you can keep because of the age of this product, there is a limit to the <start_of_audio>
04:00
Speaker 1
the name of the router? You mean, what is the name of my Wi-Fi system? You mean, spectrum set up
06:00
Speaker 2
So, what troubleshooting can reliably fix, some of this comes down to older firewall and hardware. Let's try the steps most likely to help and I'll be honest with you about what we find, okay? Thank you so much. By the way, you mentioned earlier that the LED status of the extender is solid white or blinking white. Okay. All right. What is the what is the Wi-Fi name of your main router? Yeah, the main router. Okay. So,
06:00
Speaker 1
I am connected to my Wi-Fi network and I see my Spectrum Wi-Fi but I don't see the Linksys one in the available options. Yeah. Yeah. Like two feet from it. [silence] Yeah. Okay. Thank you. okay. No, I'm fine. Okay, bye. Bye. okay.
07:00
Speaker 2
In that case, you can then install the range extender, your devices to detect the default Wi-Fi name of the range extender. And then once it detect the Wi-Fi name, you can start the setup process. Okay. Okay. Thank you so much too. Do you still have other questions that I can help you with today? Okay. Thank you so much. Thank you for your patience today. Once again, my name is Sonna. Have a great day. Take care.
08:00