V2 Rubric Detail — da7f3dca-7003-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 19:35
Duration
13m 25s
Contact
Julia Kash
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134659
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6800 - reinstallation
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met — Agent provided materially incorrect technical information (wrong reset duration and invalid setup URL), which constitutes a critical failure under rubric item F (Non-Adherence to Approved Procedures).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent correctly identified the need for a factory reset due to prior configuration but provided materially incorrect technical guidance — 30-second reset (vs 10–20 seconds) and a fake URL ('lenses.com') instead of 'extender.linksys.com'. The customer never completed setup, expressed confusion, and the call ended without resolution. These critical errors trigger an auto-zero under the rubric.

V1 Case Analysis

Customer unable to access extender setup page; agent provided incorrect URL (lenses.com) and 30-second reset instruction; model number not collected; issue unresolved.

Troubleshooting Steps
  • Collected serial number and email address.
  • Instructed customer to factory reset the extender by holding the reset button for 30 seconds.
  • Directed customer to connect to extender's Wi-Fi and access setup via 'https://lenses.com'.
Key Observations
  • Agent provided incorrect setup URL 'https://lenses.com' at [12:00], which is not a Linksys domain and contradicts KB guidance.
  • Instructed 30-second reset hold time at [08:00] and [09:00], exceeding KB-recommended 10–20 seconds for range extenders.
  • Failed to collect model number despite it being essential for accurate support (transcript shows agent asked but customer did not provide).
  • Assumed device was out of warranty without verification or lookup at [04:00].
  • Did not confirm whether the extender's setup Wi-Fi network (Linksys Extender Setup–XXX) appeared after reset.
  • Did not guide customer to try IP address 'http://192.168.1.1' as fallback when hostname failed.
  • Customer expressed confusion at [05:00], but agent did not adjust pacing or rephrase instructions.
Positive Highlights
  • Collected serial number and customer email for follow-up.
  • Correctly identified the need for a factory reset to clear previous configuration.
  • Suggested using a phone to connect to the extender's Wi-Fi, which helped the customer see the network.
Agent Errors / Gaps
  • Provided wrong setup URL: 'https://lenses.com' instead of 'https://extender.linksys.com' (direct KB violation).
  • Instructed 30-second reset duration, exceeding documented 10–20 seconds for range extenders (universal_factory_reset.md).
  • Did not collect or confirm the extender model number, required for accurate support.
  • Assumed out-of-warranty status without evidence or verification.
  • Failed to verify that the extender's setup Wi-Fi network was visible after reset.
  • Did not offer fallback access via IP address (192.168.1.1) when hostname failed.
  • Did not acknowledge or address customer's expressed confusion at [05:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never confirmed successful setup; call ends with 'Nope, that’s it. Thank you,' indicating no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent identified the extender was previously configured and correctly recommended a factory reset as a necessary first step; however, failed to guide through full setup or verify connection beyond the reset.
R3 Partially Met Correct resolution path conf 91%
Agent recognized the extender was pre-configured and chose factory reset — a valid path — and offered help despite out-of-warranty status, aligning with best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (blinking amber LED, not seeing setup network) and inferred prior configuration — a logical root cause — but asked few follow-up diagnostic questions about router model or network environment.
T2 Not Met Appropriate tools / resources used conf 96%
Agent provided incorrect URL 'https://lenses.com' instead of 'http://extender.linksys.com' — a critical tool failure that would prevent setup initiation.
T3 Not Met No misinformation conf 95%
Agent instructed 30-second reset (vs KB 10–20 seconds or LED flash-off cue) and gave wrong setup URL — materially inaccurate guidance.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow but had long silences, repeated unclear instructions, and failed to summarize or confirm next steps clearly.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but failed to confirm understanding after giving complex instructions; customer explicitly said 'I didn't understand half of what you told me.'
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the case, did not transfer, and attempted to resolve the issue end-to-end.
O2 Not Met Proactive follow-through conf 93%
No clear next steps or timeline were established; call ended without confirmation of success or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Not Met Customer effort minimised conf 91%
Agent did not acknowledge customer frustration or repeated attempts; no empathetic statements made.
X2 Not Met Tone & rapport conf 90%
Agent repeated instructions without checking comprehension; customer expressed confusion but agent did not adjust pace or method.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number, was given wrong URL, and unclear reset duration, increasing effort unnecessarily.
Call Transcript25 turns · 26 lines
Speaker 1
Hello.
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 device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. My name is Nathan. I know who, am I speaking? Hello. Yes, my name is Nathan. Your name please? Randy Cass. How can I help you.
00:00
Speaker 1
we're having trouble getting the extender to to the browser? I've been trying. I have the instructions hold on, I'm writing down the serial number. So it tells me to plug it in, which I just plugged it in. Now I've got to wait for the light to amber up. I can, our router box does not have a wps button on it. So I am trying i'm huh? uh well according to directions, it told me to put it between, Sure, that's gonna be the router and where I want the extension. Okay, I I All right. I'll go right closer. Okay. She's putting it within like, about four feet of the router box. The serial number is A. 22A 10T 057 38006.
01:00
Speaker 2
Yeah, good. Do you have the serial number and model number as well? [silence]
02:00
Speaker 1
Did you get that? It's a 22a10. He is in Paul's zero. [silence] Going to look. He's going to look. I have my computer set up in a different room. It's amber. It's blinking amber.
03:00
Speaker 2
Okay, let me try. 22103, right? Or C. Yes. Well, got it. Now, tell me the color of the light. You still have the instructions on how to send it out?
03:00
Speaker 1
I have the instructions, yes. [silence] Am I supposed to be looking I've got my laptop in front of me. Am I supposed to be looking for the links extender setup where my, well, I don't see it listed on it. I have our internet connection. I have, uh, one, two, three, four, five, six different things that I can choose from and one of them is not the lx.
04:00
Speaker 2
You need to connect either a phone or a computer to the Setup Extender, and then after that, you run the Setup. I can guide you. By the way, your router is already out of warranty, but let me help you. Yes. Did you try to factory reset the router, the extender? This one, this router I believe was
04:00
Speaker 1
I'm sorry. I didn't understand how to do it. I didn't understand. Can you let me see? I did not understand half of what you told me to do. Correct.
05:00
Speaker 2
It's already used or configured to connect to another device. And right now, you're trying to connect it to your new router, and that's why you cannot see it. What you're gonna to do is factory reset it so that you can start over again from the top. By the way, this is what has to happen. This is what has-- Listen, let me-- Let me explain. Your extender is already configured to connect to another router. Now, you try to connect this one to a different router. That's why you cannot see the extender setup. For you to set up this router to connect to a new router, you need to
05:00
Speaker 1
Okay, is... Okay, how do I set it back to factory setting? Hold on. Okay. Yes, that'd be great. It's Jenny, G-E-N-N-Y-K, as in kitchen1234@msn.com. [silence]
06:00
Speaker 2
You need to factory reset this extender so that you can see the Linksys extender setup Wi-Fi and then you can start. and that's the reason why I ask you if you have the link. Okay. Now let me guide you through. There is a reset button on that one. You need to reset that one. Press and hold it for 30 seconds. Can you give me your email address, Lyra? Let me send you the instructions. Thank you. Now, can you do a clock to release it?
06:00
Speaker 1
Okay, let me go to the other room where it's at and do that. Does it need to be plugged in? I'm sure it does, right? Sure. Okay, computer and sender are in the same room. Are you there? Hello,
07:00
Speaker 2
plus month, New Mexico. the reset button for [REDACTED_PAYMENT_DIGITS] seconds. Can you bring the computer, the router, and the extender to the same location because if it's too far, it may take time to discover each other. To be possible? Yes, I'm here. I'm here.
07:00
Speaker 1
Hold on. Pretty. I'll go through your your thing. Sorry, we lost you. We'll be right back now. Okay. I'm searching for something that I can stick there and hold the button. You got a paperclip? Okay.
08:00
Speaker 2
All right, press the reset button, hold it for 30 seconds. [silence] All right, I need you to factory reset the Extender. Press and hold it for 30 seconds.
08:00
Speaker 1
You said for three seconds? Oh, OK. It went from blinking amber to blinking green, and now it's off. Now it's blinking green again. I'm still holding it. OK. Now am I supposed to look to see if I can see it on my computer? [silence]
09:00
Speaker 2
zero, 30 seconds. Wait for it. All right, release it now. Yes.
09:00
Speaker 1
I do not. Can you go get me my phone, please? I see it on my phone. I don't see it on the computer. Do I have to set it up on my phone? Okay, it's connected to it.
10:00
Speaker 2
all right yeah you can use a phone
10:00
Speaker 1
It just said no Internet connection on it. Open a browser on what? On my phone or on my computer? Okay.
11:00
Speaker 2
Right. Can you open your browser on your phone, the one that is connected to the extender?
11:00
Speaker 1
Okay. go to this. yeah. Okay. Now do I follow the prompts? Okay. I I probably can do that from now.
12:00
Speaker 2
H T P eight s dot lenses dot com. Then it will initiate the setup. Yes, that's it. That'll be easier to find on then.
12:00
Speaker 1
Yes please. Nope, nope, that's it. Thank you.
13:00