V2 Rubric Detail — d14262d0-6ffb-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-24 18:37
Duration
12m 48s
Contact
Mike Kraynak
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134657
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Nodes Disconnected_A0303

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall58.8% (+2.8)

V2 Grader Summary

The agent correctly handled the out-of-warranty status by offering self-service options, but provided technically inaccurate reset instructions, failed to use diagnostic tools, and showed no empathy or adaptation to the customer’s confusion. The issue was not resolved during the call, resulting in a partial resolution.

V1 Case Analysis

Customer reports three Linksys extenders blinking red; main node solid blue. Agent advised factory reset and re-add, claimed devices out of warranty, and offered to email instructions. No model verification or accurate reset guidance provided.

Troubleshooting Steps
  • Confirmed LED status of main node (solid blue) and extenders (blinking red).
  • Advised moving extenders close to the main node.
  • Suggested factory reset of each extender and re-adding them to the mesh network with contradictory timing (15 vs 30 seconds).
Key Observations
  • Agent failed to verify the correct Linksys product model — customer initially provided a NETGEAR serial, and 'BE6500' is not a valid Linksys model (closest valid models are RE6500 or MR6500).
  • Agent stated warranty status without checking serial or model, violating protocol.
  • Reset duration instruction was contradictory and inaccurate: KB specifies 10-20 seconds for most extenders (RE series), not 15 or 30 seconds.
  • Confusing instruction: 'do not do anything yet' after describing the reset procedure, creating operational ambiguity.
  • No confirmation that the devices were actually Linksys extenders — customer referred to them as 'modules' and 'extenders', but model was never verified.
Positive Highlights
  • Identified that the extenders were not connecting and that the main node was functional.
  • Offered a self-help path via email and gave the customer the option to purchase paid support.
  • Maintained a polite tone throughout the call.
  • Confirmed LED status and advised bringing extenders close to the main node, which aligns with KB pairing prerequisites.
Agent Errors / Gaps
  • Incorrect product identification — 'BE6500' is not a valid Linksys model; agent should have clarified or verified the model.
  • Inaccurate factory reset duration — KB states 10-20 seconds for RE series extenders; agent said '30 seconds or 15 seconds', which is contradictory and outside spec.
  • Contradictory instruction: told customer to reset, then immediately said 'do not do anything yet', creating confusion.
  • Failure to collect or verify correct model number and serial for warranty check — relied on unverified customer input.
  • Provided incorrect warranty eligibility information without validating serial or model against warranty database.
  • Did not confirm whether the blinking red light was due to pairing failure or hardware fault — missed opportunity to escalate if nodes never reached solid blue.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent promised to send email instructions for factory reset and re-adding child nodes but did not confirm resolution during the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified blinking red lights and suggested factory reset, but skipped basic steps like power cycling or checking physical placement despite customer already moving nodes close.
R3 Met Correct resolution path conf 95%
Agent correctly identified out-of-warranty status and offered appropriate options: paid support or free email instructions, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (blinking red on extenders) and inferred disconnection, but did not probe deeper into root cause (e.g., firmware mismatch, backhaul issue).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access to check node status, logs, or firmware version) despite the issue being diagnosable via admin interface.
T3 Not Met No misinformation conf 96%
Agent instructed '30 seconds or 15 seconds' for reset hold time, conflicting with KB's 10–20 seconds or LED flash-off cue; this is materially inaccurate.
Communication
C1 Met Clear & professional language conf 97%
Agent maintained control: opened call, collected info, explained options, and closed clearly with next steps.
C2 Partially Met Confirmed understanding conf 88%
Agent used terms like 'child nodes' and 'factory reset' without confirming understanding; customer expressed confusion, indicating mismatch in technical level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case, did not transfer, and committed to sending follow-up email instructions.
O2 Met Proactive follow-through conf 97%
Agent clearly stated next steps: email with instructions, then option to call back for paid support if needed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly decided not to escalate; issue was OOW and resolvable via self-service, making escalation unnecessary.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent did not acknowledge customer’s frustration, repeated attempts, or confusion; no empathy statements were made.
X2 Not Met Tone & rapport conf 92%
Agent used a rigid, scripted tone and did not adapt to customer’s confused and hesitant responses.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial numbers; agent gave contradictory instructions ('reset' then 'do not do anything yet').
Call Transcript26 turns · 26 lines
Speaker 1
I'm sorry. You'll have to speak up. Can you say again? Well, I'm not getting uh my Linksys network.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. Hi, thank you for calling Linksys. This is Joy. How can I help you today? This is Joy from Linksys technical support. How can I help you?
00:00
Speaker 1
To perform and I'm trying to figure out what's uh what the problem is. Of the existing what? Hold on. Um the serial number of the of the Nighthawk um router that I have is 7JL4555KA as in apple 096BA as in boy, six zero,
01:00
Speaker 2
Provide the serial number of your linksys device please. The serial number of your linksys device.
01:00
Speaker 1
boy. Um, I think the model number is is your B as in boy, E as in each 650, so it's BE 6500. Well, it says with network name NETGEAR 16 on the bottom of this router.
02:00
Speaker 2
[silence] do you have [silence] a model number? [silence] Let me just check [silence] for a moment. [silence] Is [silence] this a typo link [silence] or a NETGEAR router? [silence] Okay. Um [silence] yeah regarding with this one sir, um [silence] this is not our device. [silence] So you need to call NETGEAR instead to support it. [silence] [silence]
02:00
Speaker 1
uh, uh, okay but, but I'm I here's the issue aside from this uh, router, um, this the signal is going to the linksys uh, modules that I have, um, it's showing that it's working on the linksys module that's hard wired into the system, but that that's the one that should be transmitting wirelessly to the to the three extenders, and it's the three extenders that are that are not working, you know, they're all red lighted, so the system is only going so far, go ahead take it again uh okay
03:00
Speaker 2
give me the um give me the serial number instead of the linked sys device not the other the other one this is the node
03:00
Speaker 1
Okay. On the main device that's, that's the Lynx this uh node that's, that's wired to the computer, that serial number is 28H, as in Harry, one zero C, as in Charlie, six five eight zero zero three eight seven. Okay, hold on just a second.
04:00
Speaker 2
Yeah. And the serial number of your node, one of them, like the extenders. Now, and also, any of the issues that have come, what else can you do
04:00
Speaker 1
I'm looking for the serial number. Oh, okay. So, yes, on one of these nodes, the serial number is two zero J one zero. C as in Charlie, six seven seven two. Zero six seven one. Blinking red. Oh, there are three of them. And each of them are doing the same.
05:00
Speaker 2
So the child nodes or the extenders are is it blinking red or solid red?
05:00
Speaker 1
Thing, they're blinking read. The main node is solid blue. Well, I was just going to say, I can get them closer. They're within the the right now I have two of them within inches of the main node. And I have to let me just, uh do one thing here and extend the wire on the third one.
06:00
Speaker 2
But how about the main node? is it solid blue, I see So, um for that one sir, since they are blinking red, that means like they are disconnected from the network. So you need to bring them and plug them in right next to the main node or at least two to three feet apart from it to reconnect, but if it
06:00
Speaker 1
[silence] Okay, now all three are are within uh you know 18 inches of the main node. What are you saying? What what I'm sorry, can you just you just say again what do you want me to reset? Mhm. I'm I'm still not getting what you're saying. You're saying that when you say child nodes, you're talking about the
07:00
Speaker 2
But if they won't reconnect then that's the time you need to reset your child nodes and then add them again to your system if they won't reconnect the child nodes or this extender that you have. If they won't reconnect, you need to reset them back to default settings and add it to your system again if they won't reconnect
07:00
Speaker 1
these three extenders, right?
08:00
Speaker 2
Yes, sir. You need to reset them back to factory default settings by pressing the reset button at the bottom, the red one. um you need to press and hold it for 30 seconds or 15 seconds, and then you need to read it back to the system. Um before you do that, sir. do not do anything yet. Do not do anything yet. Um-hold it for not reset anything yet.
08:00
Speaker 1
Well, I'm happy to do whatever we need to do at this time. Yeah, I mean, I want to proceed with the most effective way to to get back online. So if that's uh a subscription to a service plan or or whatever it is, um uh that's fine. Or if you want to send me an email that uh allows us to continue
09:00
Speaker 2
So, that's the thing that you need to do in order for you to re-add it back to the system. But, as per checking here on my end, these nodes are no longer under warranty so we can no longer provide free technical assistance, but you can still avail our paid support that's $15 per hour. But if not, I can also just send you an email instructions for adding child nodes on the system. So, um like, would you like to proceed with the paid service instead?
09:00
Speaker 1
Well, if you're suggesting that you send the email first to see if I can reconcile this, is that would you prefer to do? Okay, well, why don't we try that? Yes, first name is Mike, M-I-K-E, and the last name is spelled K-R, Kr, Z-I, Zi, er, no, E.
10:00
Speaker 2
You have two options, sir, so you need to choose one. Either you go ahead with paid support for us to continue supporting you through phone, or if not, you can, I can also send you an email instructions for free for you to do the troubleshooting on your own. Okay. Yeah, you, sure, you can have the email first. And then if that won't still work or it won't really help you, then you can feel free to call us back and proceed with the paid support. Okay. May I have your first first and last name, please?
10:00
Speaker 1
was a Y as in nickel A K M for Michael G for George krayk so that's mg k 2052 at PTD dot net. That sounds correct, yes. Uh it's a company called Service Electric cable TV.
11:00
Speaker 2
And lastly, your email address. Okay. So let me just verify. That's M for marry, G for George, K for Kait, two, zero, five, two at pted.net. Correct? Okay. And who is your internet service provider? Okay. I see.
11:00
Speaker 1
Okay. Yes. Thank you for your advice. Thank you. Bye-bye.
12:00
Speaker 2
All right. So I'll be sending you the email instructions on how to re-add your child codes or the expanders back to the system after you do a full factory reset on that. All right? Right away after this call. All right. So just wait for the email after this call then try to uh do the steps on the articles that I'll be sending you and if that won't help then just feel free to call us back to proceed you the paid service. All right? You're welcome, sir. Thank you for calling. Have a good day. Bye. [silence]
12:00