V2 Rubric Detail — ccb1b752-741a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 00:29
Duration
11m 36s
Contact
Payton Molden
Issue Type
Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135253
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp3.57/5
Overall20.4% (-35.6)

V2 Grader Summary

The agent failed to perform any troubleshooting or configuration for the RE6400 extender, only offering website or paid support. This resulted in no resolution, no technical progress, and a failure to take ownership, despite courteous communication.

V1 Case Analysis

Customer wants to reconfigure RE6400 to new router after moving. Agent confirmed model RE6400 and serial 18G10P06917395, stated device is out of warranty. Provided incorrect support URL (support.Links.com) and offered $15 paid support. No reset or configuration steps performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided an incorrect support URL: 'support.Links.com' instead of 'support.linksys.com' (transcript timestamp [10:00]).
  • No actual troubleshooting or configuration steps were performed for the RE6400 extender.
  • Agent did not guide the customer through factory reset or web UI setup despite having the opportunity.
  • Warranty status was stated without confirming via system lookup, but the statement was factually correct.
Positive Highlights
  • Collected serial number and confirmed model number accurately.
  • Correctly identified the device as out of warranty and communicated support limitations clearly.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Provided wrong support URL: 'support.Links.com' — should be 'support.linksys.com'.
  • Did not guide the customer through any RE6400 setup or reset procedure, despite the customer asking for help reconfiguring.
  • Failed to use the Wi-Fi credentials provided by the customer to assist with reconfiguration.
  • Misrepresented self-help path by sending customer to an invalid domain, rendering the article search ineffective.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only offered website or paid support; no configuration or reset performed.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps attempted before suggesting external resources.
R3 Not Met Correct resolution path conf 90%
Agent cited out-of-warranty status and redirected to self-help/pay-service without best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask detailed symptom questions or follow logical diagnostic flow; only collected model/serial.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (local admin page, reset button, pairing) despite being required to reconfigure RE6400.
T3 Not Met No misinformation conf 85%
Provided incorrect URL (support.Links.com) and misnamed device ('LinkSight'), which are factual errors.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gathered basic info but did not guide caller through solution steps or set expectations.
C2 Met Confirmed understanding conf 90%
Language was simple, questions in plain terms, agent remained courteous.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of fixing extender; redirected to external resources.
O2 Not Met Proactive follow-through conf 85%
No concrete next steps or timeline given—only generic suggestion to visit website or pay for support.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted based on information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained polite and professional throughout, ending call courteously.
X2 Met Tone & rapport conf 85%
Agent adjusted to caller’s confusion, asked clarifying questions, used calm tone.
X3 Not Met Overall experience conf 85%
Customer sent to website and paid service, adding effort rather than simplifying resolution.
Call Transcript13 turns · 14 lines
Speaker 2
[silence]
00:00
Speaker 1
I'm messing with the with the linkster Linkstells extension. And I don't have the original one, I was wondering how I can change it. And I made a different spot. So it's using a different one, and I want to. Well, I want I'm at a new place. So I have a new and I want it to be an extension of that instead of the original that way it was first program to.
05:00
Speaker 2
Thank you for calling Linksys. This is Pi. How can I help you? Oh, Okay, so you want to revert it back to its original settings? Oh. Okay, so did you reset the device? It'll actually erase all the settings that you've configured, and then you can just configure it to your liking again. Okay? Or do you want to update it to another version?
05:00
Speaker 1
Um, I'm not sure how to do that. So, no, I would guess not. Um, okay, serial number is 18G10P06917395. Yep, yep. Um, I don't think so.
06:00
Speaker 2
divice with thefactory defaults all right can I have first the model number and the serial number of that length device sir okay all right so you have an re 6400 correct okay do you happen to know the wireless settings of your router
06:00
Speaker 1
[KEEP_UNCERTAIN] like, what, what would I need to know? just like the password for it? yep yes um I think it's Leniske's as well. Let me look. it's upstairs. it's a calyx. [silence]
07:00
Speaker 2
Yeah, cause the Wi-Fi name is well as the Wi-Fi password for your main router. Do you have a wireless router? What's the brand of your router? [silence]
07:00
Speaker 1
calix. Yes, just like the password and username or like the - I've got that. Mandal? Um, Tato one six six at gmail.com. So it's just P A Y T O one six six at gmail.com. Um, let me double check. [silence]
08:00
Speaker 2
okay. so you do have the Wi-Fi settings of that Calix router? correct. yes, the Wi-Fi name and the password. okay. all right, sir. so, let me just write a record. can I have your name, please? Peyton and lastname? can I also have your email address, sir? okay. so, Peyton166@gmail.com and who is your internet provider? [silence]
08:00
Speaker 1
Premier communications. Premier. Yes. The Wi-Fi router or the links keys? I haven't used it in probably two years.
09:00
Speaker 2
Clear Communications. All right. Or Premier. OK. And how long have you been using this device? The LinkSight? All right. Okay. So yeah, what we're going to do here sir is we're going to reconfigure your range extender. Just base on our system here, the device R6400 is already out of warranty. Okay. That just means it's no longer covered for free technical support. However, we can give you two options for this one sir Peyton. It's either you go to our website, which is support.Links.com. You will find our articles on how to reconfigure this range extender. You can also take advantage of our AI tool at the bottom right. That's the first option. Our second option is the paid connect service, which will cost you $15 lasting for an hour of troubleshooting. And this service is not refundable. Okay. So if you want, sir Peyton, you may try our website first. And that is again support.Links.com.
09:00
Speaker 1
Okay. Yeah. Okay, thank you. No, that should be it.
11:00
Speaker 2
Yeah, you will find their list of articles and how to set up this range extender. You may you may look at the model number of the extender, and that would be R E 6400. Okay. All right, then, sir. So, will there be anything else? Okay. Thank you again for your time. This is Eppy from Linksys. Thank you for calling. Have a great night. Take care.
11:00