V2 Rubric Detail — d16ecbbc-7943-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 14:06
Duration
13m 2s
Contact
Jason
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#GI00135961
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Extender_EOS
⚠ 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

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall26.5% (-31.5)

V2 Grader Summary

The agent incorrectly stated the RE6300 does not support Access Point mode, directly contradicting the official KB which confirms it does. This fundamental technical error invalidated the resolution, troubleshooting, and guidance. Despite ownership, the customer was misled and left without a valid path forward, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer inquired about using a Linksys RE7300 range extender as a wired access point. Agent confirmed that extenders cannot be converted to AP mode and advised that only routers or mesh systems support this functionality.

Troubleshooting Steps
  • Attempted to verify model number (initially misidentified as RE6300)
  • Suggested connecting to extender's default Wi-Fi and accessing http://192.168.1.1
  • Recommended trying extender.linksys.com as an alternative URL
  • Confirmed that range extenders do not support Access Point mode
Key Observations
  • Agent initially misidentified the model as RE6300 at [04:00] despite customer stating RE7300.
  • Agent incorrectly claimed the RE6300 was out of warranty without verification.
  • Agent correctly stated at [12:00] that extenders do not support Access Point mode, aligning with KB documentation.
  • Customer provided correct model (RE7300) and serial number (1623) early in the call.
  • Call had audio issues and repeated apologies affecting clarity.
Positive Highlights
  • Correctly explained at [12:00] that range extenders cannot be used as access points, consistent with universal_range_extender_setup.md documentation.
  • Provided accurate default IP address (192.168.1.1) and extender.linksys.com URL for initial setup.
  • Acknowledged uncertainty and checked internal documentation before giving final answer.
  • Maintained polite tone despite audio issues and customer technical level.
Agent Errors / Gaps
  • Misidentified model number as RE6300 despite customer clearly stating RE7300 at [04:00].
  • Provided unverified warranty status for RE6300 without checking serial or purchase date.
  • Failed to collect or confirm correct model number and serial number after initial confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent incorrectly stated RE6300 does not support AP mode, contradicting KB which confirms it does, leaving customer without a valid solution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential troubleshooting: did not verify Ethernet connection, LED status, firmware version, or attempt to access extender.linksys.com; jumped to conclusion without validating device state.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly declared AP mode unsupported on RE6300, leading to wrong resolution path; KB explicitly lists RE6300 under 'Access Point mode available on' models.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't access UI) and asked for model number, but failed to ask key diagnostic questions (e.g., is Ethernet connected? What is LED status? Was mode changed in UI?) to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Agent referenced an internal document contradicting official KB, which is a critical error; did not consult or apply KB guidance (universal_range_extender_setup.md) that confirms AP mode is supported.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect information: claimed RE6300 does not support AP mode; KB explicitly states it does (under 'Access Point mode is available on: RE6300').
Communication
C1 Partially Met Clear & professional language conf 82%
Agent set brief expectation about warranty but lost control during model confusion and long silences; failed to structure troubleshooting steps or maintain clear direction after initial exchange.
C2 Partially Met Confirmed understanding conf 79%
Agent used simple terms but failed to adapt to customer's technical level (customer mentioned factory reset, DHCP, public IP); did not confirm understanding after delivering key (and incorrect) information.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and attempted to resolve the issue without deflecting responsibility.
O2 Not Met Proactive follow-through conf 88%
Agent closed with definitive statement that AP mode is unsupported, giving customer no path forward despite KB confirming it is supported; no next steps offered for correct configuration.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue should have been resolved at L1 with correct KB application.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 78%
Agent offered brief apologies but did not acknowledge customer's technical effort or frustration at hitting a dead end due to incorrect guidance.
X2 Partially Met Tone & rapport conf 76%
Agent maintained neutral tone but did not adjust pace or depth for a self-identified technical user who needed precise configuration guidance.
X3 Not Met Overall experience conf 91%
Agent caused unnecessary customer effort by providing incorrect information, forcing customer to seek help elsewhere or experiment blindly; could have directed to correct KB steps.
Call Transcript17 turns · 19 lines
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]
00:00
Speaker 1
26, seven nine, and I'll just give you a summary of what happened. So basically my cable modem got fried. Mm-hmm. It's not on the front, but hold on. Let's see if I see it here. A D26. It's a Linksys extender that I'm trying to convert to an actual access point. 1623, I'm looking at the back of the device. 1623. Am I calling, okay, so I'm on it is an R365300v2.
04:00
Speaker 2
I'm sorry. [sound of static] [sound of static] um I'm sorry uh I'm sorry sir uh let me just confirm uh what's the model number for the device? Uh what's the model number sir? Because uh was it able to have that kind of uh we don't have uh the the kind of extender sir? [sound of static] Model number. [sound of static] Is this RE 1600? RE 7300. [sound of static] Sorry, go ahead. RE. Okay, uh, um you've mentioned here uh something aside from uh the RE uh Jortee uh that you've eased to your customer so can you confirm that um if it's RE 1600 or it's RE 7300, eh? Maybe uh just double-check the model number. Then it wouldn't damage also your unit in case if you use the wrong extender.
04:00
Speaker 1
I'm basically just trying to convert this from an extender to a dedicated access point that I can connect directly to my cable provider modem. So I did a factory reset if you have to escalate this to a to a two, I'm quite technical, so I just need a little guidance. That would be helpful.
05:00
Speaker 2
Okay, all right, okay. Okay, yeah, sure, sure, that's not a problem, so in order for us to troubleshoot the extender, let me just set proper expectation here. The RE6300 model of extender is already been out of warranty. Now, if by chance if we're going to run some troubleshooting and it might not work, there's instances the firmware is not is never updated anymore. So if we cannot fix this issue, we cannot provide you a replacement for this extender, okay?
05:00
Speaker 1
got it. Yes, so I'm about two now. Before I did that, I'm about to now. So I have two of them. So right now I have one that I believe is factory reset. And now I'm going to plug in my cable provider, of course, hold on. All right. So while that's picking up a DHCP address, the problem is, on the actual when it converts to access point, the only DHCP address it'll provide to my endpoints, anybody connected to the AP wirelessly is the public IP of the cable modem router. You follow?
06:00
Speaker 2
All right. Okay. Uh, you mentioned earlier you wanted to have this, uh, extender as an access point. Uh, did you somehow put a, ethernet cable from the extender down to the, uh, modem? Okay.
06:00
Speaker 1
So I'm gonna try again I have it plugged in, I'm going to I see it as my, SSID, the default name, Linksys Extender setup dash D201-I'm going to click connect. Okay, so now it's connected open which means I probably have internet but we, I don't want that, that's obviously wide open. So I need to know how to get to the console, so I can browse the internet. If I'm how do I get to the console? Let's see if I can do an IP config, I don't know what the URL is to get to it. Of the actual, yes.
07:00
Speaker 2
Uh-uh. Oh. Well, for the URL of the Linksys Divisor is, yes, you are correct, that's default IP address, the 192.168.1.1, but you need to connect first. If you're using a computer or a tablet or a phone, you need to be connected first to the default Linksys extender's Wi-Fi.
07:00
Speaker 1
Yes, so I... Right, so the problem is, okay, so I am connected to the default- the access point via SID on another computer with a wireless adapter. I'm physically connected to my cable modem, and I can browse the Internet. But the problem is, if I try to connect from another machine, obviously, there's no DHCP that's being provided. And if I do an IP config on the device that is connected, I get all the public IP information from my router, and I don't want that. So, uh, I- it's just, is there another way if I- I have another factory reset one that I can plug in and I just wanna get to the web interface, you know, to to manage it. No. No, cuz it's providing... Because it's providing my
08:00
Speaker 2
be sure before you can access the page. huh. mhm. mhm. Okay, yeah, so when you went to 192.168.1.1, it's not letting you have the Linksys web interface?
08:00
Speaker 1
And the public IP not the 192.198. or the 2. So, uh, but let me see. I can, Yeah. All right. Hey, go, you got it. I did do that too, but let's do HTTP if it doesn't like to give us security. HTTP. And it's not going to work because it's, it's trying to go out to the internet to resolve that address. And that's the problem. So, and then the internal out the inside interface is it's giving it a public IP address. So here's what I had like what I'd like to try to do. I'm going to plug in my factory default like I just took out the box The second
09:00
Speaker 2
Look. Okay, try instead, sir. Extender dot linkSYS dot com.
09:00
Speaker 1
One. okay? and I'm going to connect to the uhm like we're setting it up for the first time. Anyway, unless you can walk me through why when I change the mode to access point on this extender, I lose the client DHCP settings. so I anybody else who tries to connect will not get an address, only one machine. Thank you so much. take your time. okay. so I think, all right, then I'm plugging in the other one, and if somehow I can make the second expansion
10:00
Speaker 2
Let me double check, sir, because usually extender cannot serve as the total access point, only routers and mesh system, but I'm gonna double check.
10:00
Speaker 1
an extender connected to this extender that's now an AP, maybe it'll give me a DHCP. It'll... I'm just talking out loud to see if I can... Uh, hold on. So, we're gonna factory default this one. Okay. So I am factory-defaulting the second one as if you're gonna walk me through how to set it up for the first time. And I think I'm gonna write something different here. Unless you have another suggestion. So, So you're but I can turn these into access points, correct? It does. It does. If you go into the web interface, there's an actual mode that says, would you like this to be an extender, or would you like this to be an access point? So, within the web UI of this the model there is. So, I don't know if you need to pull that up. Oh, okay. So that's you're answering my question. So, it doesn't support based on the firmware that it has on it, and that's why they don't support it. You're saying it doesn't support. I see. So that answers the question. Okay. Okay. I'll I'll figure it out on my end. then thank you very much. You've been helpful. Bye bye.
11:00
Speaker 2
Um, again, sir, for an extender, uh, it does not have a built-in option to switch to access point mode, like some other, uh, [silence] Uh, well, I have a document here, sir, in our system that it really does note. Uh, support access mode in its firmware. You can only extend your connection. Mhm. Yes, sir. It does not support for the RE6300. Yeah. [silence] R. R. All right.
12:00