V2 Rubric Detail — de45b7f0-702f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 00:50
Duration
34m 39s
Contact
Amy Murrey
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134696
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6500_Reconfiguration.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall87.7% (+31.7)

V2 Grader Summary

The agent successfully resolved the extender setup issue by guiding the customer through reset and configuration, ultimately achieving a working connection confirmed on multiple devices. While the reset duration instruction was technically inaccurate (60 seconds vs. KB's 10–20 seconds), the process succeeded, and the agent maintained ownership and clear communication. The outcome was a full resolution, though with minor inefficiencies and suboptimal technical guidance on reset timing.

V1 Case Analysis

Customer unable to connect RE6500 extender to new router. Paid support $15 was purchased. Extender reset, setup wizard completed via correct URL after initial errors. Extender now shows solid green and internet works on both 2.4GHz and 5GHz extended networks.

Troubleshooting Steps
  • Verified model (RE6500) and serial number
  • Collected contact information (phone, email, name)
  • Confirmed warranty expired and processed paid support ($15)
  • Guided customer through factory reset (two attempts: 30s then 1min hold)
  • Instructed to connect to extender's default Wi-Fi network
  • Provided incorrect setup URL and default admin password
  • Eventually guided to correct URL http://extender.linksys.com
  • Completed setup wizard, selected both 2.4GHz and 5GHz bands
  • Entered Wi-Fi password and completed configuration
  • Verified solid green LED and internet connectivity
Key Observations
  • Agent offered paid support before any basic troubleshooting, violating protocol.
  • Provided materially incorrect technical information: wrong default admin password and multiple incorrect setup URLs.
  • Gave inconsistent reset instructions (30 seconds then 1 minute) despite RE series having a standard reset procedure (10 seconds).
  • Failed to reference or create a HappyFox case number.
  • Despite poor accuracy and protocol, the customer ultimately achieved a working connection.
Positive Highlights
  • Successfully collected full contact information and verified warranty status with specific expiration date.
  • Correctly identified that flashing orange LED indicates disconnection (per universal_range_extender_setup.md).
  • Eventually guided customer to correct setup URL http://extender.linksys.com after initial errors.
  • Properly instructed to connect to extender's default Wi-Fi network 'Linksys Extender Setup–XXX'.
  • Correctly guided customer to select both 2.4GHz and 5GHz bands during setup.
  • Successfully completed setup wizard resulting in solid green LED and confirmed internet connectivity.
  • Handled payment securely by pausing recording before collecting card details.
  • Confirmed resolution by verifying both LED status and internet connectivity on extended network.
Agent Errors / Gaps
  • Offered paid support before attempting basic troubleshooting such as power cycling or checking physical placement.
  • Provided wrong default admin password: stated '12345678' at [23:00] when correct default is 'admin' (per universal_range_extender_setup.md).
  • Provided incorrect setup URL: 'http hotel T-O-M-T-O-N-P-A' at [17:00] and 'extender.link sys.com' at [18:00], neither of which are valid.
  • Gave inconsistent reset duration instructions: first 30 seconds [09:00], then 1 minute [14:00], when RE6500 requires only 10 seconds (per universal_factory_reset.md).
  • Failed to confirm the correct reset method for RE series (reset button, not 5-press).
  • Did not create or reference a HappyFox case number.
  • Provided confusing setup instructions by mentioning non-existent 'Linksys app' and 'Wolf Pop Box' for extender setup.
  • Incorrectly instructed customer to skip admin password creation step when it is required for future access.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms resolution: 'we're able and successfully connect your extender' and customer expresses gratitude: 'You made my day. Thank you.'
R2 Met Diagnostic thoroughness conf 95%
Agent guided through reset, Wi-Fi connection to setup network, web setup via extender.linksys.com, password entry, dual-band selection, and final verification on smartphone.
R3 Met Correct resolution path conf 97%
Agent correctly identified device as out-of-warranty (expired 2020), offered paid support option with clear terms, obtained consent, and proceeded with full troubleshooting.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified symptom (flashing orange LED), asked about setup history, verified model/serial, confirmed reset state, and used LED behavior to guide next steps — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 92%
Agent appropriately used physical reset button, LED status, default Wi-Fi network, and local web interface (extender.linksys.com) — all correct tools for extender setup issue.
T3 Partially Met No misinformation conf 93%
Agent instructed 30-second then 60-second reset; KB specifies 10–20 seconds OR until LED flashes red and turns off. Overly long duration is suboptimal but did eventually work. Not a complete failure as reset succeeded.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained general control but had multiple long silences, unclear transitions (e.g., 'Wolf Pop Box'), and moments of disorganization (e.g., 'What are you doing right now?').
C2 Met Confirmed understanding conf 92%
Agent adapted to customer’s Mac OS, used plain language, confirmed understanding ('Is it showing up?'), and repeated instructions when needed.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent handled payment, performed full troubleshooting, and resolved the issue without transferring — full ownership throughout.
O2 Met Proactive follow-through conf 96%
Agent confirmed successful setup, tested connectivity, and closed the call with no pending actions — clear resolution and closure.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent expressed understanding and politeness but empathy was minimal and transactional ('I understand') — no acknowledgment of frustration or repeated effort.
X2 Met Tone & rapport conf 91%
Agent adjusted pace, repeated steps when customer struggled, and maintained engagement despite technical hiccups.
X3 Partially Met Overall experience conf 88%
Agent required two full resets and repeated setup attempts; customer had to reconnect multiple times — avoidable effort due to incorrect initial reset duration.
Call Transcript60 turns · 64 lines
Speaker 1
Yes, I've recently got a new router and I'm just trying to link my extender to it. [silence]
00:00
Speaker 2
[silence]
00:00
Speaker 1
uh okay my my extender's links system not my router um it's four s one zero p080 0634 uh okay there's two other numbers which number with 800634 um yeah um okay so wait is it the R E 6 500
01:00
Speaker 2
Okay May I have the serial number of your extender serial number can be found at the back Okay Let me make sure I got it correctly so that's one four As for plan one zero Pi for Polo Sierra for Charlie 800364 is that correct? Okay Thank you All right for a moment and the model number is showing on the device itself
01:00
Speaker 1
[silence] correct. [silence] [silence] no. [silence] 330-232-4974. Murray, M-U-R-R-A-Y-A 1728 at gmail.com. M-U-R-R-A-Y-A 1728 at gmail.com.
02:00
Speaker 2
That's correct. So RE six five zero zero right. All right. Thank you so much. And is this your first time calling Linksys Let me pull up your record here. May have your phone number registered here. All right. Let me check it. Seems that the phone number has no record. But let me have your email address instead. Okay, I'm sorry. Can you spell again your email? All right.
02:00
Speaker 1
Correct. Yeah, I mean yeah, the first night I got my router, I hooked it up and it worked, and then I had to reset it because I wanted to have it separated, you know, like the 5G and the 2.4, whatever. And then ever since then, I haven't been able to get it to link. It's Amy, A-M-Y, Murray, M-U-R-R-A-Y
03:00
Speaker 2
While my system is checking the warranty and support of your linksys device and just to make sure you've got a new router and you were trying to connect this extender to the new router, right. And this extender is it, it used to work fine with your router. Uh-huh. I see, so it means needs to have a reset and reconfiguration of your linksys extender and may have also your first name and last name to address you properly. All right, thank you.
03:00
Speaker 1
It's flashing orange despite slightest. You said it was $15.
04:00
Speaker 2
And may I know what's the light showing on the top or in the front of the extender right now? All right, thank you. So flashing orange means it's disconnected. And upon double checking it here, Amy, with your Linksys' router warranty and support, it has ended or expired last April 30th, 2020. So for our out of warranty devices, if you wish as to troubleshoot, reset, and reconfigure your Linksys extender, we do have this paid support that will cost $15, 1-5. It's a non-refundable technical support lasting for one hour, if we're unable to fix your issue or determine your device's defective, no replacement or refund will be given. Would you like to avail this paid support and reset and reconfigure your extender? [silence]
04:00
Speaker 1
Okay, yeah. Because my kids are going to kill me if I don't get this done. Okay. [silence]
05:00
Speaker 2
yes one five all right for okay understand and let me prepare my tools here for the payment just for a moment I'm going to hold the line for about one to two minutes and I'll get back to you okay [silence]
05:00
Speaker 1
No problem. Okay. Whenever you're ready. That's Amy Murray.
07:00
Speaker 2
Thank you so much for waiting on the line. Hello Amy. All right, I'm now ready with my tools here and I'm going to stop the recording to avoid getting your card details for a second. All right. All right, I'm ready. And to start with, may I have the first name and last name on the card? And your uh first name spells? E my, right?
07:00
Speaker 1
AMY.41474004 05-0897594.ten30040.44613. [silence]
08:00
Speaker 2
okay, thank you, and may I have the card number? alright, and the month and year for expiration? and the security code? and lastly, the billing zip code? aligned, thank you. And I'm going to place the order. You'll be receiving a confirmation for the receipt. Uh for a moment. All right, email has been sent and I'm going to resume the recording for our 1 hour troubleshooting for a second. All right, and to start with troubleshooting, for setup purposes, for the meantime, we're going to plug in this extender on the same room with your main router. All right, we're going to reset it to give it a fresh start. So let's plug into the power source. At the back of the extender, you will see there the reset button. I think you may need to use a clip or a pen to press and hold the reset. We're going to be Press and hold it for 30 seconds. And you will know that it has been reset. Light on the extender will go off for a few seconds. Yes, please. And let's wait for it to go back blinking orange. And for the setup process, since we're going to access the setup wizard, do you have a computer that we can use for setting it up? All right, that's great. And your computer, is it running in Windows or Mac OS?
08:00
Speaker 1
It's a Mac.
11:00
Speaker 2
All right, got it and going back to the light of the extender, is it now blinking orange? Okay. And while waiting manual, who's your internet service provider? All right, thank you.
11:00
Speaker 1
Yes. Mm. Yeah. And it's still light. Oh, now it's pockets. Now it's orange. K. Mm. It has the and.
12:00
Speaker 2
And is it blinking white? Still on the extender? [silence] Okay. uh the rest-tmost. Tony staring? [silence] Still white. And just to track this [silence] okay. Back orange. All right. On your Mac computer, let's open Wi-FI. And let's look for a Wi-FI name that says Linksys extender setup.
12:00
Speaker 1
name of my extender
13:00
Speaker 2
May I know what the extended Wi-Fi name, I see that means it has not been reset properly. And just to confirm, no link set extender set up Wi-Fi right like that's the default Wi-Fi name of the extender. There's none. There's no, I see. For in that case, we're going to reset again the extender. Just to make sure you're pressing the reset not the red like the red reset button, not the blue reset blue button right?
13:00
Speaker 1
I'm pressing it. [silence] I got it. [silence] It's white. [silence] Mm-hmm. [silence] Okay.
14:00
Speaker 2
Okay, this time we're going all the way press and hold it for one minute. Let me know when you're pressing it. I have my timer here. Okay, thank you. All right, timer starts. And while pressing the reset all, any changes on the light at the back, like it goes off. Okay. So keep pressing still, still have 20 seconds left. All right, you may now release the reset button. And is it blinking white now on the extender?
14:00
Speaker 1
Yes. Now it's orange. Found it. [silence] I believe it's connected.
15:00
Speaker 2
All right, so we'll wait for blinking. Orange. All right, so we're going to go back to your Mac computer's Wi-fi and let's look for Linksys Extender Set Up Wi-Fi name. All right. Connect to it. Select it. And if it shows connected, no Internet, that's okay. Just keep connected. And let's show the Linksys app on and it should have popped up on your screen. Are you able to see that? Is it showing up? Is it showing up on your screen? Wolf Pop Box, where's Wolf Pop Box? Open okay, display. You should be able to open it. So click on Linksys Extender set up box. Yep. Can you do that? What are you doing right now? Are you connecting it to the Wi-Fi? Hmm. [silence] Is our Wi-Fi connected to the Wi-Fi right now? Just keep going. Let's go to install setup guide. Is network security? Yes, we have Loss. It's showing up on your Mac computer. Click on box. [silence] Click on box. [silence] So network security, click on box [silence] So (click on) box default admin, 12345678. Do this [silence] Then double. Blank. Double tapered, yep. Local area network, and it says please do not check box. So please do it.
15:00
Speaker 1
There's no check mark, but it's highlighted blue. Like it's connected. Okay. Okay.
16:00
Speaker 2
showing like a check mark right okay that's that's okay so we'll go next open a web browser on your Mac computer and at the address bar type this URL link that will be two forward slash extender dot Linksys.com and search for it.
16:00
Speaker 1
I don't know if I did that right. I don't think I did that right. I don't think I typed it in right.
17:00
Speaker 2
And how is it? It's still searching. Okay, that will be http hotel T-O-M-T-O-N-P-A. Sam, then the colon symbol, two forward slash extender.Linksys.com.
17:00
Speaker 1
the Safari cannot connect to the server. telling me I am not connected to the Internet. It just says linksExstenderSetup-dash621 [silence]
18:00
Speaker 2
Can we check again your computer if it's still connected to the link sys set up Wi-Fi name? Might be disconnected. And it's still showing connected to link sys extender set up Wi-FI name, right? All right, so we'll try again. Let's not do not add any more the HTTPs at the address bar of your web browser. Just type extender.link sys.com.
18:00
Speaker 1
Okay, that's this is welcome to. Yep. Okay. Okay. Yep.
19:00
Speaker 2
Uh-huh. All right. That's the setup wizard, yes please. Click the I accept end user's license agreement. Put the checkbox and then start setup. Click that. All right. Then next is, how do you want to use your range extender? Select as a wireless range extender. Tap next on that. And then next, it will ask to select your Wi-Fi name from your main router. On that list, is it showing your 2.4 and 5 gigahertz? Select first the 2.4.
19:00
Speaker 1
It's selected them both. Okay. And it says it's connecting to the network.
20:00
Speaker 2
Or, can you select, select them both? All right. Let's select both. And then next, enter your Wi-Fi password when prompted. And then proceed to the next screen. All right. Let's wait for the next screen that will show your extended Wi-Fi name. Now connecting to the router.
20:00
Speaker 1
says, we will continue set up once we see a connection. yeah. yeah. orange. it says, your device disconnected, be sure that your range extender is plugged in. reconnect the leaks, extender setup on your Wi-Fi. Okay, now I, now it is, and now it's reconnecting to the network.
21:00
Speaker 2
Okay. And just a spinning screen, right? Okay, let's [silence] further wait for it. And while waiting, let's also observe the light in the front of the extender. Is it currently [silence] blinking, orange or green? Okay. Okay. Make sure your computer is still connected to the-linksys extender setup Wi-Fi name. Let's open Wi-Fi on your Mac computer. Okay, let's wait for it. [silence]
21:00
Speaker 1
you're talking. But I'm too close to my router.
22:00
Speaker 2
Alright. It shows your 2.4 and 5 gigahertz Wi-Fi name, same Wi-Fi name with your main router but it has EXT at the end, right? All right, so you may proceed with the next button. Then it will show the spot finder. For spot finder, we'll just going to tap next on that. [silence]
22:00
Speaker 1
Okay, so connect anyway. Okay. Now, it wants a secure range extender administrative password. Okay. Now it wants to register my router.
23:00
Speaker 2
ok, so the object tap next to finish the setup yes connect it anyway click that ok, yes, please create your admin password this will be used to log in into the settings of the extender you may create want to 128 characters for max or you can at least minimum of eight character combinations of letters or numbers. Once you're all done, you can tap next. [silence] You can skip that [stall] part for now.
23:00
Speaker 1
Okay. says it's set up. No, it's orange. says I cannot join. Let's. turn. Okay, let's see here, where to go.
24:00
Speaker 2
click skip. Let's wait for the message that your extender is set up. All right. And let's check now the light of your extender. Is it solid green? Still orange. Let's open the Wi-Fi on your Mac computer instead and let's look for the ext- -U W Wi-Fi name. We'll connect to it. Let's toggle off and on Wi-Fi on your Mac computer, then try connecting again.
24:00
Speaker 1
Now it's disappeared. Oh, but my, oh, okay, but my my personal extensions are coming up now. It's solid white. That's, okay. [silence] [silence]
25:00
Speaker 2
it's OK. Okay. And can we confirm again if the light now on the extender, if it's solid green? Solid Y. All right, that's great. That means it's connected and configured. Then let's try once again your Mac computer connected to the extended Wi-Fi name and we will test the internet.
25:00
Speaker 1
It's trying to connect here. I don't understand. Two. Should I try the other one? Okay. Well, when I hit join Oh, wait
26:00
Speaker 2
Okay. on your Mac computer, how many extended Wi-Fi names are showing up? and you're trying to connect to the 2.4 extended Wi-Fi or to the fives? yes, please, we'll try the other one, the 2.4. [silence]
26:00
Speaker 1
Okay, let's see here, looks like it's trying to connect now. [silence] Keeps saying it's timing out. [silence] I guess I can put you on speaker and try connecting on your phone.
27:00
Speaker 2
Okay. Do you have other device that we can test, connect to the extended Wi-Fi name apart for your Mac computer, like a Smartphone or an iPad?
27:00
Speaker 1
Okay, let's see here. It's telling me incorrect password when I know it's correct. Okay, I thought I just.
28:00
Speaker 2
Yes, please. No worries. Make sure it's the same Wi-Fi password with your Wi-Fi router. It's also a case sensitive.
28:00
Speaker 1
No, it's... Yeah, and I'm frying it again here. Okay, now it's working. Or now it's trying to load, should I say? Oh, it says I'm connected. 2.4.
29:00
Speaker 2
It's showing incorrect password still. Okay. All right. Okay. All right. And is it the 5 gigahertz or the 2.4? All right. We'll test the 2.4 or 2.4, try to access any website on your phone. All right, we'll also going to try the 5 gigahertz on your smartphone, connect to the extended 5 gigahertz wifi name. And check if it's warm working with internet. all right so device this smartphone is already connected and online to the extended Wi-Fi name we can now unplug your extender and move it back to its designated spot
29:00
Speaker 1
Then it's flashing white. Okay, now it's orange.
32:00
Speaker 2
[silence] All right, next that we'll be flashing orange and we'll wait for a solid white light. So we'll give it two to three minutes to reconnect back. [silence] All right, waiting for a solid white.
32:00
Speaker 1
[silence] a solid white. [silence] Yes. [silence] Okay, let's say here. [silence] Okay, it connected. [silence]
33:00
Speaker 2
all right, and you can also check back the extended Wi Fi name check if it's showing on your smartphone, the 2.45 gigahertz. Try connecting to them and check the internet. Okay, check the internet. [silence] [silence]
33:00
Speaker 1
Yep. Nope. You made my day. Thank you. You too. Bye.
34:00
Speaker 2
All right. So we're able and successfully connect your extender. Amy and is there anything else that I can assist you with? Linksief. You're welcome and your paid support is also complete. We have fixed your issue and i'm happy to assist you, Amy. Once again, this is Raquel and thank you for calling Linksief. Have a wonderful night ahead. Be safe. Bye now. Bye.
34:00