V2 Rubric Detail — d4e7906a-641e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 16:18
Duration
6m 39s
Contact
Marcus Hill
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00132792
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp1.43/5
Overall47.6% (-8.4)

V2 Grader Summary

The agent failed to troubleshoot or resolve the extender setup issue, offering only a promise to email instructions without diagnosing the root cause. While ownership and next steps were handled adequately, and technical advice was accurate in theory, the lack of diagnostic engagement, empathy, and active support resulted in an unresolved case. No critical failures were present, but overall assistance was insufficient.

V1 Case Analysis

Customer unable to connect RE7000 extender to new Eero router. Agent verified model/serial, noted warranty expired, and promised to email manual setup instructions. No troubleshooting performed; issue remains unresolved.

Troubleshooting Steps
  • Collected serial number and model
  • Checked warranty status
Key Observations
  • Agent never verified the extender’s LED state or performed a reset before recommending a setup.
  • No step‑by‑step troubleshooting was given; the call ended with only a promise to email instructions.
  • Warranty status was correctly identified and communicated.
  • Agent repeated the customer's email incorrectly, indicating a lack of attention to detail.
Positive Highlights
  • Collected and verified the extender’s serial number and model.
  • Accurately identified that the product is out of warranty.
  • Offered to send a written guide via email, which is a valid self‑help path.
Agent Errors / Gaps
  • Did not follow the standard mesh/extender troubleshooting flow (no reset, no LED check, no access to extender UI).
  • Failed to confirm whether the suggested solution resolved the problem before ending the call.
  • Repeated the customer's email address incorrectly, showing poor attention to detail.
  • Provided a generic WPS suggestion even though the customer explicitly said the new router lacks WPS.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome beyond promising an email; the extender remained unconfigured.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed — no questions about LED status, reset history, or connection attempts; skipped directly to reset and email.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device was out-of-warranty and offered setup instructions via email, but failed to attempt even basic troubleshooting before resorting to self-help.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms (e.g., LED color, error messages) or ask diagnostic questions; assumed cause without evidence.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used internal system to verify serial number and warranty status, but did not reference KB articles, guide customer through setup page access, or suggest checking extender.linksys.com.
T3 Met No misinformation conf 95%
Advice to reset, use WPS, or perform manual setup is technically accurate for RE7000 per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow (collected info, promised email), but did not set expectations for resolution path or explain limitations of emailed instructions.
C2 Met Confirmed understanding conf 94%
Agent used simple language, confirmed spelling, and adapted to customer’s pace without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took ownership by collecting necessary details and committing to send an email without transferring or abandoning the case.
O2 Met Proactive follow-through conf 95%
Agent provided a clear next step with a timeline: 'wait for five minutes max, I’ll send you the email.'
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; this was the first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted given the issue type and agent's actions.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent showed no empathy for customer’s frustration; used only scripted pleasantries without acknowledging difficulty or repeated effort.
X2 Not Met Tone & rapport conf 89%
Agent used a flat, transactional tone and did not adjust to customer’s evident annoyance or confusion about WPS compatibility.
X3 Met Overall experience conf 92%
Agent minimized repetition and only required essential input: serial number, email, and name.
Call Transcript14 turns · 14 lines
Speaker 1
Uh, yes, I'm trying to get my my Linksys extender hooked up to my new router and it's just not wanting to. I was hoping you could help me with it.
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, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
you're with that. Yeah. Hang on a second. I've got it right here. [silence] Are you still there? [silence] Okay. It is 18 X.
01:00
Speaker 2
Uh, yeah, sure. Can you have the serial number of that extender? [silence] Uh, no? Yeah, go ahead.
01:00
Speaker 1
10 P 0 C 9 0 7 3 7 0. Yeah. Yeah. Correct. No, I guess I've had, I guess I've had it. It was working fine and then it just started flailing around. Yeah,
02:00
Speaker 2
Uh-huh. Okay, I have here one eight X-ray one zero Papa zero Charlie nine zero seven three seven zero. Is that right? Okay. Um, let me just check it here real quick. Uh, it shows here the model number is RE7000 and correct me if I'm wrong, it also shows here that this device was purchased here 2020, which means, uh, the hard what warranty for this product already ended year 2021, since we're only giving one year warranty for this extender that you have. Uh, did you just purchase this one recently? Or you had it for that Uh-huh.
02:00
Speaker 1
Well I did that and it and it won't connect to my new router my Eero router.
03:00
Speaker 2
Our extender will stop working if there's a new Wi-Fi settings that is being created on the main router and also if ever it was accidentally reset and if you change mode ah router that's the time it will uh stop working. And all you need to do is to reset the device completely back to default and to configure it back. Oh. So you have a new router then. Okay. Yeah there is a uh there's two type uh set up for this extender the set up wizard and then the manual option. I can send you email on how to do it like uh that email is for free.
03:00
Speaker 1
All right. Well, is the email any different than just? I mean, I know how to, to get it, you know, flashing looking for it. But my new router doesn't have, I guess, WPS or something, so it's not finding it. [silence] Right, where when I do it, it when I when I try it, it says, doesn't we can't, oops.
04:00
Speaker 2
uh, and yeah, so to set it up you can use WPS. If it fails, then you can do the setup wizard. It's not, you don't have to push any buttons there, you just need to access the settings of the extender and the other one is the manual setup.
04:00
Speaker 1
Okay, email it to me. M the letter M six 413 740 at gmail. nearly six 413 740 at gmail.
05:00
Speaker 2
Okay, Uh huh if it's just near that means you need to do it manually so that it will not going to ask those questions or it will just prompt you right away to the login page of your extender doing the manual set up. All right. What's your email address. Uh-huh, Oh pardon. I didn't get that. um Am I right? If it is it M for Mike 641740@Gmaill.com
05:00
Speaker 1
Marcus Hill? H-I-L-L. Yeah. Okay, thank you. Oh gosh. No problem.
06:00
Speaker 2
Got it. What's your first name and last name? How do you spell your last name? Okay. All right then. And your internet service provider now, is it Spectrum? Okay. Once this call will end, just wait for five minutes max, I'll send you the email, okay? You're welcome. Thank you again for calling. Bye for now.
06:00