V2 Rubric Detail — cd368e56-8224-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 21:16
Duration
8m 47s
Contact
203-685-2960
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#EOS00137719
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall53.7% (-2.3)

V2 Grader Summary

The agent accurately identified the RE6300 as end-of-life and out-of-warranty but failed to provide required best-effort troubleshooting, leaving the customer to self-resolve via a support article. While communication was clear and ownership was demonstrated, the lack of empathy, effort reduction, and diagnostic depth resulted in an unresolved outcome. No critical failures (e.g., discourtesy, abandonment) triggered auto-zero.

V1 Case Analysis

Customer unable to reconnect RE6300 after router change; warranty expired; agent sent KB article via email.

Troubleshooting Steps
  • Collected serial number
  • Confirmed ISP and LED status
  • Verified customer email
Key Observations
  • Agent did not walk the customer through any RE6300 re-configuration steps (power-cycle, reset, or setup wizard).
  • Provided an invalid support URL (linksys.com/.support) — correct URL is support.linksys.com or extender.linksys.com.
  • Issued contradictory statements about warranty coverage: first said warranty expired, then claimed support coverage until May 2025.
  • No confirmation of access to extender's setup interface or default credentials, a key prerequisite for troubleshooting.
Positive Highlights
  • Collected the extender's serial number and the customer's email address.
  • Confirmed the customer's ISP (Fios) and asked about LED status, showing basic diagnostic awareness.
  • Maintained a polite and professional tone throughout the call.
  • Correctly identified the need for reconfiguration after a router change.
Agent Errors / Gaps
  • Failed to provide step-by-step setup guidance for the range extender despite it being a standard procedure documented in KB.
  • Provided an invalid support URL (linksys.com/.support) which does not resolve — violates ACCURACY and KB guidance.
  • Gave conflicting information about warranty status, undermining trust and clarity.
  • Did not confirm or clarify access to the extender's setup interface or default credentials, a key prerequisite for troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent offered to email an article but did not resolve the setup issue during the call; no confirmation of successful reconfiguration was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed Wi-Fi credentials availability and LED status but skipped step-by-step guidance, relying solely on self-help instead of live troubleshooting.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the device as EOL and out-of-warranty but failed to attempt best-effort troubleshooting as required by OOW standard before offering self-help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (needs reconfiguration after router change) and confirmed Wi-Fi password availability, but skipped diagnostic steps like signal strength checks and did not determine root cause of prior failure.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not attempt remote guidance, direct setup via extender.linksys.com, or firmware check, despite the scenario requiring hands-on configuration support.
T3 Met No misinformation conf 97%
Information provided about EOL status, warranty expiration, and support.site is factually accurate and consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced herself and collected information but failed to set clear expectations about limited support for EOL devices or structure the interaction toward resolution; call ended with passive email follow-up.
C2 Met Confirmed understanding conf 94%
Agent used plain language, repeated email for verification, and avoided jargon; communication was accessible and clear despite transactional tone.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took ownership by committing to send the article personally and did not transfer or abandon the case.
O2 Met Proactive follow-through conf 97%
Agent specified a 5–10 minute timeline for sending the article, providing a clear next step and realistic expectation.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within scope of L1 support, even if unresolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered no empathy or acknowledgment of the customer's frustration; the interaction was purely transactional despite customer's expressed history of difficulty.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a steady pace and confirmed email details but did not check understanding of setup process or adapt to customer’s expressed confusion about prior failed attempts.
X3 Not Met Overall experience conf 96%
Customer was left to read an article post-call instead of receiving real-time assistance; agent could have reduced effort by walking through setup steps during the call.
Call Transcript12 turns · 15 lines
Speaker 1
It's my first time in multiple years you I I have in my notes that I wasn't able to get uh a Linksys re6300 set up properly and and it's worked for years and we just changed uh Wi-Fi vendors so we have a new router, new password and I went to the compilate to see you know get directions to to uh uh. [silence]
00:00
Speaker 2
[ silence ] Welcome to lynx. U.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. [ silence ] [ silence ] Thank you for calling Lynx. This. My name is Paula Badger agent 11039. is this your first time calling or do you have a ticket number?
00:00
Speaker 1
Going back to the system to function again, and I just it is still not working. David. Correct? W A N G A A R D. Vanguard. G. A A R D. two zero three. six eight five. That's correct. Uh, the same last name, one guard w a n g a r d at Comcast. Net. 6300. [silence]
01:00
Speaker 2
Thank you for the information. This is 203-685-2960. And should you call us back in the future, you can use this phone number as a means for us to pull up your records. And also, can I have your email address? Got that. [silence] Comcast.net. And you said this is the just wanna verify, I heard this, but just wanna you, uh, the range extender is RE6350 or the 6,300. Okay. Okay. and may I know the serial number of that device? Sir. [ silence ] It's at the bottom.
02:00
Speaker 1
It's on the back. Uh, 17X11P750790. They're all the same. If they're, if they're O's, then they're all Os. If they're zeros, they're all zeros. So, it's, All three are oblone. Pete so it'd be, it'd be PEAT or it'd be P P zero nine a five zero seven nine zero. Verizon it's blinking kind of an ambery green to yellow.
03:00
Speaker 2
Okay, there are zero. One last question, David. May I... I see. That's what I've got. And may i know who is your internet service provider? Fios. And yeah, going back to the concerns sir, what I heard is that you changed wireless router. You also changed Wi-Fi name and password. Basically, this is a reconfiguration for a new wireless router. Now currently David, the way called the extender, what's the color of the LED status sir? Is it red, blinking? I see. And right now, since it's plugged in, how far is that to your new wireless router? Is it right right in front of it? Close to it or 15, okay, perfect. Okay, all right. Hold on. Uh, checking right now, sir. Actually, I'm including it if a database, um,
04:00
Speaker 1
You know they were very good and and but they asked for all the same kind of information when I was setting it up initially with the uh with the Xfinity uh Wi-Fi. [silence] Um [silence] [silence] [silence] [silence]
06:00
Speaker 2
I see. Yep. Yeah. And you've had this for five years, right? And actually, two insights to the systems that we have, sir, okay? This is now, this range extender used to have a one-year complimentary assistance and warranty, and they're both expired. It's also part of the EOL, meaning end of life, and Linksys is not manufacturing this device anymore. What I can do for this right now, okay, because the only thing that happened here is that the router has been changed, so there's no problem prior to that, so what you need is a reconfiguration. Now, I believe you have the Wi-Fi name and the
06:00
Speaker 1
Yes, Sir. Yes, Sir. [silence] Okey dove. Thank you. That's correct. [silence] Okay, Thank you. So you, you, you can't just walk me through it?
07:00
Speaker 2
Wireless password for that router right. [silence] Do you have that with you? Okay. So, uh, what I can do for this is send you uh an article that will help you uh reconnect this one to your uh router, sir. [silence] Okay. Now just to verify one more time, uh the uh the uh email address so that I can send this right after this call. Uh, I know I got this correctly the first time, but I uh let me just verify anyway. It's W A N G A A R D @Comcast.net. [silence] All right. I'll send you that uh 5 to 10 minutes from now, sir, okay? And um to know more about the links product, you can visit linksys.com/.support. You have a wonderful day, sir. Thank you. [silence]
07:00
Speaker 1
Okay. All right. Thank you. Bye bye.
08:00
Speaker 2
No, sir. Um... uh, we for both uh we can assist you if um end of life, but the uh support is still covered. Okay? But right now um the and support with this is uh May 6th of 2025, sir. It's been a year. All right, but don't worry. I'll give you that, okay? And it would be uh the same steps that was given to you five uh five years ago, sir. Okay? Hooking this up. All right. Bye-bye.
08:00