V2 Rubric Detail — cecb220e-8229-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 21:52
Duration
6m 10s
Contact
908-797-6395
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137722
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.25/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall61.4% (+5.4)

V2 Grader Summary

The agent correctly identified the RE7350 as end-of-life and provided a reset procedure, but failed on technical accuracy by instructing the customer that the LED should 'turn off' instead of 'blink orange' per KB (T3 Not Met). The agent skipped diagnostic questioning (T1 Not Met) and did not verify resolution (R1 Not Met), resulting in a partial resolution. Communication and ownership were generally effective but lacked complete next-step clarity.

V1 Case Analysis

Customer unable to get RE7350 extender LED to blink orange; advised factory reset (inconsistent duration) and directed to support.linksys.com due to EOL/expired warranty.

Troubleshooting Steps
  • Confirmed product model (RE7350) and serial number (M15E01290)
  • Informed customer of EOL and expired warranty status
  • Advised factory reset by holding reset button for 30 seconds (later corrected to 25 seconds)
  • Directed customer to support.linksys.com for self-help articles
Key Observations
  • Agent correctly identified RE7350 as end-of-life and out-of-warranty, setting appropriate expectations
  • Provided correct support URL (support.linksys.com) for self-help resources
  • Reset duration instruction was inconsistent (30 seconds vs. 25 seconds) and contradicted KB guidance (universal_range_extender_setup.md states to hold reset until LED blinks amber, typically 10+ seconds)
  • Agent did not confirm whether the reset resolved the LED issue
  • Agent accurately stated that Linksys no longer manufactures newer range extender models
Positive Highlights
  • Correctly identified product as end-of-life and out-of-warranty, aligning with EOL policy
  • Provided appropriate self-help resources instead of unnecessary escalation
  • Maintained clear and professional communication throughout the call
Agent Errors / Gaps
  • Inaccurate factory reset duration: KB states to hold reset until LED blinks amber (typically 10+ seconds), but agent instructed 25–30 seconds
  • Inconsistent reset timing guidance (30 seconds then 25 seconds) without explaining LED state change

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent instructed reset for 25-30 seconds but did not confirm the LED turned orange, setup completed, or internet restored. Call ended without resolution verification.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent suggested factory reset (a relevant step) but skipped basic checks (power outlet, cable, prior reset duration) and did not verify LED behavior post-reset.
R3 Met Correct resolution path conf 98%
Agent correctly identified RE7350 as EOL/out-of-warranty and offered self-help resources and a reset procedure, aligning with policy for such devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask any diagnostic questions about power, environment, or previous attempts. Customer stated the device 'blinks blue or is a steady blue' but agent jumped straight to reset without checking current state against KB.
T2 Met Appropriate tools / resources used conf 97%
Agent used internal system to verify serial number and warranty status — appropriate and necessary tool use for this scenario.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect guidance regarding the LED state: stated 'the light should blink, that should turn off,' whereas KB requires the LED to 'blink orange' to indicate readiness for setup.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained control and gave clear instructions but failed to set expectations for LED behavior post-reset or next steps if the reset failed.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed understanding of name/serial, and adapted tone to customer's pace without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the call end-to-end, did not transfer, and attempted resolution within scope despite device being EOL.
O2 Partially Met Proactive follow-through conf 90%
Agent gave a single instruction but did not specify what success looks like (orange blink) nor offer follow-up if reset fails.
O3 Not Applicable Closure confirmation conf 100%
No prior history or handoff; this was a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation needed — issue was within L1 scope (reset + self-help) and agent provided appropriate path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, thanked customer, used respectful language ('sir'), and acknowledged support limitations empathetically.
X2 Met Tone & rapport conf 93%
Agent matched customer's calm tone, responded promptly, and kept engagement despite technical limitations.
X3 Met Overall experience conf 92%
Agent avoided unnecessary steps, did not ask for repeated info, and gave a direct action to try.
Call Transcript10 turns · 11 lines
Speaker 1
Hi, Abby. My name is Paul, and I have a an R7350 Range Extender that I can't get to blink orange. So I can repair. If you want the serial number, I can give you that. I knew it was working before. I'm not sure why it's not working now. Um, the serial number is 4-1, P1, 0.
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. [silence] Thank you for calling Linksys. This is Abby. How can I help you? [silence] Okay. Yes, please. And is this for initial setup, by the way, or that was working before?
00:00
Speaker 1
M 1 5 E 0 1 2 9 0. P as in Paul. Yes. That's correct. Yep. Yes, Paul Lawton. L a w t o n. Is P as in Paul? [silence]
01:00
Speaker 2
Okay, so that's for one P one zero M like Mary. Yes, P is in fallen one zero M like Mary, one five E for echo zero one two nine zero. Correct. Let me just check this serial number and let me just create a record. This is, I have your name, and your email address, Paul.
01:00
Speaker 1
lawn nj like New Jersey gmail.com yeah it just blinks blue or is a steady blue but I can't seem to get it to blink orange so I can re yeah I don't understand what you said what do I need [silence]
02:00
Speaker 2
So, your concern is you're unable to appear to make that blinking orange light on your R-E7350 appear. [silence] Did you happen to, yeah, 'cause you need to reset the device in order for you to, um, set the, uh, extender. For, uh, you need to reset it to factory default.
02:00
Speaker 1
Okay, I see the reset button. While it's plugged in, correct? Oh, I haven't I've pressed it for like 10 seconds, but not 30. Fall? Yeah. Yeah. Okay. Okay. [silence]
03:00
Speaker 2
For your extender to be ready for setup, okay, you need to press and hold the reset button for around 30 seconds and yes, while it's plugged in and you haven't done that. Okay, yeah, I would suggest you press it longer, sir. And sir Paul, uh, just to set your expectation, okay, this RE7350, sir, is already out of warranty, okay? Uh, the yes, it's it says it's out of warranty and it's even one of our end of life devices. Um, uh, we don't we no longer have, uh, further updates and further development for this particular device. Uh, the technical support is
03:00
Speaker 1
Okay. Great. I'll do thanks I appreciate your help. Oh, one last question. Um, if I want to replace
04:00
Speaker 2
no longer covered. Okay, um, it ended June 2026. So what we can offer is our website, which is support.linksys.com. Okay, uh, you will find their articles on how to set up your range extender. You can also take advantage of our AI tool at the bottom right, Sir Paul. So, yeah, in your case, um, yes, uh, there's a need for you to reset your extender. As long as you have the wireless settings of your router, you should be able to, um, reset your extender. So just press and hold the reset button for 25 seconds. Okay. So make sure you push the reset button. Um, the light should blink, that should turn off. Okay? Not a problem, Sir Paul. So, uh, thank you again for calling linksys. This is sure. yeah well yes yeah just to be honest right we don't have any range extenders uh that I mean newer models of range extenders we no longer manufacture range extenders um you can opt for other brands sir Paul okay uh maybe they do have extender that's has uh you know that's that's new and you can get um technical support for that not a problem Earl Linton so this is happy from Links again thank you for calling have a great day have a great weekend thank you
04:00