V2 Rubric Detail — de112cae-64dd-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 15:05
Duration
11m 52s
Contact
Chuck Lichon
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132962
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial set up
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall61.9% (+5.9)

V2 Grader Summary

The agent acknowledged the issue and promised follow-up emails, but failed to perform meaningful troubleshooting or resolve the setup problem. While warranty status was correctly addressed and ownership maintained, lack of tool use, incomplete diagnostics, and minimal real-time support resulted in an unresolved outcome despite some customer effort reduction through documentation offers.

V1 Case Analysis

Customer unable to set up RE7000 range extender; blinking amber, no internet. Agent advised initial placement near router, offered email guide, noted out-of-warranty status. No case created.

Troubleshooting Steps
  • Collected customer contact information and serial number
  • Confirmed AT&T modem has internet connectivity
  • Identified blinking amber LED as ready-for-setup state
  • Advised placing extender within 1 m of the router for initial pairing
Key Observations
  • Agent correctly interpreted blinking amber LED as 'ready for setup' state for RE7000 (accurate per KB)
  • Agent advised correct initial placement within 1 meter of the router for pairing
  • No HappyFox case was created or referenced, violating case management protocol
  • Warranty status was asserted without system lookup or verification
  • No active troubleshooting steps (e.g., accessing extender.linksys.com) were performed despite customer being stuck in setup
Positive Highlights
  • Accurately interpreted blinking amber LED on RE7000 as 'ready for setup' state [06:00]
  • Provided correct guidance that extender must be placed within 1 meter of the router for initial setup [07:00]
  • Collected complete customer contact information including phone, name, and email [03:00–04:00]
  • Collected full serial number (X20MARY2CC06916) despite phonetic spelling [02:00]
  • Offered to send a step-by-step setup guide via email, providing a self-help path [10:00]
Agent Errors / Gaps
  • Did not verify exact model number (RE7000) before proceeding — mentioned only after customer had already described symptoms
  • Did not perform a warranty lookup in the system; relied solely on assumption without evidence [09:00]
  • No case/ticket number was created or referenced — violates required case management protocol [entire transcript]
  • Failed to initiate any active troubleshooting (e.g., navigating to extender.linksys.com or attempting web setup) despite customer being mid-process and reporting specific error
  • Did not confirm whether customer could access the extender's web interface or clarify confusion between router and extender setup steps
  • Incorrectly framed receipt submission as a requirement for 'free service' without clarifying that out-of-warranty support eligibility hinges on it, potentially misleading customer

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent promised to email a guide and request a receipt but did not resolve the setup or internet connection issue during the call.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent advised placing the extender within a meter of the router and noted the blinking amber light as ready for setup, but did not guide through actual setup steps like connecting to extender Wi-Fi or accessing http://extender.linksys.com.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the device was out of warranty and offered to verify a receipt, but failed to provide best-effort troubleshooting (e.g., setup steps, tool use) expected for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the blinking amber LED and asked about ISP and serial number, but did not ask critical questions such as whether the customer connected to the extender's Wi-Fi network or attempted to access the setup page.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools were used — agent did not direct customer to access http://extender.linksys.com or check connection to extender's Wi-Fi, which are essential for resolving setup issues.
T3 Met No misinformation conf 95%
Agent correctly stated that blinking amber means ready for setup and accurately described warranty policy and next steps.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected information and promised follow-up emails, but did not set clear expectations early or manage transitions smoothly, leading to multiple long silences.
C2 Met Confirmed understanding conf 90%
Agent used simple language, avoided jargon, and confirmed understanding through repetition, adapting to the customer's pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by gathering details, committing to send emails, and not transferring the call unnecessarily.
O2 Met Proactive follow-through conf 95%
Agent clearly stated two follow-up actions: sending an email for receipt submission and a setup guide, with instructions to call back.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was needed — the issue was within agent scope, and the decision not to escalate was appropriate given the OOW status and potential self-help path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration, but remained polite and patient despite customer confusion and silences.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady pace and repeated key points, helping the customer stay engaged despite confusion and pauses.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by offering to send a guide and receipt request, but left the customer to perform all troubleshooting alone without real-time guidance.
Call Transcript18 turns · 20 lines
Speaker 1
I'm having trouble setting it up. Now, I don't think I have a WPF on my router. So I tried doing the
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.linksux.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's 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. [silence] Hi, thank you for calling Linksys. This is Sherry. How can I help you today?
00:00
Speaker 1
browser based setup. And it says that when I go into my settings, it says that, let's see here, it says no internet connections. So, I tried shutting down the router and reopening it and I just did that and I'm still getting the same message that I'm not getting internet connection on my Lenoxian extender setup. So, where do I do it from? Go ahead. AT&T. Sure. Let's see. It is 1-8.
01:00
Speaker 2
uh-huh oh I see uh yes yes before I proceed with that may I know who is your internet provider? AT and T okay and may I also have the serial number of your length is fair please
01:00
Speaker 1
x, 20 Mary, 2 C C 0 6 9 1 6. X, no, X is in, no, not, it's 1 8 X, correct. Yes, yes, yes. Yes, I got it from my son. Yeah. Go ahead. Yes. He bought it for me. Well, I bought it through him. Yeah. He told me to get this unit. Okay. My phone number is area code 9-8-9,8-7-9,2-4-9-2. First name is Chuck, C-A.
02:00
Speaker 2
Okay. Okay. Okay. So, just need to check on the exact unit, sir, okay? So, this is not a brand new node, sir. This was given to you by your son. Okay. I see. So, that's just need to check on the exact unit while we wait. May I have your first and last name, sir? Or, let me start with your phone number in case we get disconnected. 249- you got it, thank you. How about your first and last name, sir?
03:00
Speaker 1
Okay, and last name is LaShawn, L-I-C-H-O-N, N as in Nancy.
04:00
Speaker 2
Okay. Okay. How about your email Address search up. Okay. Eee freelance 24 at gmail.com. Okay. So when you tried to use web interface set up ut sure, Uh did you encounter any error messages?
04:00
Speaker 1
in uh in my settings under Wi-Fi when I go into the well right now it says unsecured network and then it it goes to internet connection Let's see here. it says unsecured network now. Now it says no internet connection. Right. Uh the light oh my God it's amber blinking amber [silence]
05:00
Speaker 2
Mhm. I see, but your AT&T modem, sir, which is the main source have internet connection, it has internet connection, right? Mhm. It has internet connection. What is the light here on the top of this, on the front part of this extender? Yes, the light indicator is there.
05:00
Speaker 1
well, it doesn't appear to. I don't appear to have one. I I tried that and um, I even asked my AT&T provider. I I took a photo of the unit I have from them and um she said this one button on there is my WPS but when I push it it just goes off and on and it doesn't seem to function as a WPS. So, I don't know. It it um it doesn't say WPS on it at all.
06:00
Speaker 2
Okay, and you mentioned earlier about WPS sure you don't have any device that has the WPS feature. Uh huh. Uh huh. I see. Okay, so right now you mentioned that the light is blinking amber right? Blinking amber.
06:00
Speaker 1
where is it uh you mean we're in the house um it's it's about it's in the middle of the house I'd say about well I have a hallway I'm in my office and if you if you go out the door it's probably about 15 feet and then you turn right and that's probably 10 feet so about 25 feet 30 feet max
07:00
Speaker 2
Actually, sir, this blinking amber light means ready for setup. Where is it right now, sir? This extender. Yes. Yes. Where in the house, sir? Okay. How far is it from the main router? From your AT&T box. I see. Okay. So, that's possibly the reason why you can't set it up. Because for setting up this extender, it should be next to it. After you have successfully set it up or have it connected to your main router, then that's the time that you can unplug and move it to wherever you want. [silence] If the physical distance is too far, you can use a bridge to connect it. [silence]
07:00
Speaker 1
[silence] Well, he bought he bought it [silence] He bought it for me. Uh. [silence] Well, I should I have a receipt for it. Yeah. Now it's blinking amber. [silence] It's never been hooked up. [silence] Well, it's never been used yet.
09:00
Speaker 2
A r e 7000 range extender. Sir, unfortunately. Uh, yeah, you just mentioned, sir, that this was a gift or your son gave this to you. But sir, this unit is already out of. Hmm, bought for you. Okay. Um, will he be able to provide the receipt, sir? Hmm? Yes, yes, sir. Yes, sir. This unit, sir, shows that it's already out of warranty. And for out of warranty device, we can no longer provide free assistance. But then, sir, I can offer you other options. Yes, yes, sir. But, yes, sir. But based on the information I have here, it's already out of warranty. Um, sir, since you mentioned that you have a receipt, I will send you, uh, an email, sir. Can you reply with a copy of that, invoice, please?
09:00
Speaker 1
Well, I'll have to look it up. I'll have to look it up. It's not readily available. I'll have to find out where I have it. I guess it. Now, let me see where I may have gotten it from. We'll look at it. Okay. Uhm. Okay. All right. So you're going to send me email me some instructions.
10:00
Speaker 2
so that we can proceed with the free service sir. I see. not available right now. yes sir because that's actually part of our process sir that we have to confirm first that dev that this device is in warranty. anyway sir um other option that I can uh provide is I can send you the guide sir and how you can set up your range extender um and um yeah that will be a very easy to follow guide. just make sure sir that uh your just make sure that this unit or this range extender is just less than a meter away from the main router which is your ATT box. okay. yeah yes sir I will I will send you two emails, sure. I will send you two emails. So, first email for is for the receipt, that's for the warranty and for the free service. Second email for is the step by step guide in case you do you can't or in case you want it to follow, uh, to do the troubleshooting. Okay. So, yeah, I'll send it to you right after this call, sir. Just call us back if you already have send us the receipt for validation. And we can proceed with the free service if it's already, if it's still in warranty, sir. Okay. Thank you, sir. Your again, your email is c freelance 20 for gmail.com. Okay. Yes, sir. Thank you, sir. Have a good day. Please stay safe.
10:00