V2 Rubric Detail — deec6062-7f9a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 15:44
Duration
6m 8s
Contact
919-247-2131
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall3.7/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall75.5% (+1.5)

V2 Grader Summary

The customer’s issue was resolved as the setup network reappeared after following the agent’s instructions. While the agent demonstrated strong ownership, communication, and adherence to OOW standards, the 30-second reset instruction contradicted the KB’s 10+ second requirement, making T3 Not Met and R2 Partially Met. No escalation was needed, and no critical failures occurred.

V1 Case Analysis

Customer reported RE180G extender blinking amber and no setup network. Agent instructed a reset (hold reset 30s), confirmed end-of-support status, and advised proper placement. Setup SSID reappeared post-reset; internet connectivity not verified.

Troubleshooting Steps
  • Verified model number (RE180G).
  • Instructed a hard reset (press reset button ~30 seconds).
  • Advised checking for the default extender SSID after reset.
  • Recommended proper placement (2-3 ft from router) for initial setup.
Key Observations
  • Agent correctly identified the extender as out-of-support per KB and communicated this clearly.
  • Reset instruction duration (30s) exceeded the documented 10-20 seconds, but this is not harmful and aligns with some customer feedback for thorough resets.
  • Agent did not verify internet connectivity after the SSID reappeared, leaving resolution technically unconfirmed.
  • Agent provided clear, empathetic guidance and offered a realistic upgrade path (mesh nodes).
Positive Highlights
  • Correctly identified and communicated the product's end-of-support status [04:00].
  • Provided clear, step-by-step reset instructions with LED state guidance [02:00-03:00].
  • Empathetic tone and acknowledgment of customer frustration [05:00].
  • Offered actionable placement advice for optimal setup [05:00].
  • Provided a realistic upgrade path (mesh nodes) for long-term reliability [05:00].
Agent Errors / Gaps
  • Reset hold time (30s) was longer than the KB-recommended 10-20 seconds, though not materially incorrect.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed the setup network 'just popped up now' after following agent's reset and Wi-Fi toggle instructions, indicating the immediate issue was resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided reset and Wi-Fi toggle but skipped verifying LED state (should blink amber per KB) and placement before reset, omitting key diagnostic steps.
R3 Met Correct resolution path conf 95%
Agent correctly identified EOL status (May 6, 2025), provided best-effort troubleshooting (reset, placement, Wi-Fi toggle), and suggested mesh upgrade — aligned with OOW standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified blinking amber and missing SSID but did not ask about power LED, distance from router, or prior reset attempts beyond basic confirmation.
T2 Met Appropriate tools / resources used conf 90%
No tools (logs, remote) were necessary for this hardware-level reset issue; verbal troubleshooting was appropriate and sufficient.
T3 Not Met No misinformation conf 95%
Agent instructed a 30-second reset hold, but KB (universal_range_extender_setup.md) specifies '10+ seconds' — prolonged press risks damage and contradicts documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, provided clear step-by-step guidance, and closed the call professionally without digressions or loss of direction.
C2 Met Confirmed understanding conf 85%
Agent used accessible language (e.g., 'paper clip', 'turn off Wi-Fi') and confirmed understanding through repetition and customer confirmation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, provided troubleshooting, and did not transfer or disengage prematurely.
O2 Partially Met Proactive follow-through conf 80%
Agent gave immediate next steps (reset, toggle Wi-Fi, place 2-3 ft from router) but did not set a clear follow-up timeline or callback commitment if issues persist.
O3 Not Applicable Closure confirmation conf 100%
No ticket data available; this was first contact with 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 — issue was within L1 scope and resolved via best-effort troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent remained polite but did not explicitly acknowledge customer frustration or repeated setup attempts, keeping empathy generic.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, used clear phrasing, and maintained engagement throughout the troubleshooting steps.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used information effectively, and did not ask customer to repeat known details.
Call Transcript8 turns · 11 lines
Speaker 1
Yeah, I'm having trouble with my Wi-Fi extender. Yeah, it's one eight G as in, George one zero, P as in Paul zero A nine one eight. 106. [silence] Yes. Spectrum. It just keeps blinking amber and I get disconnected. And so I've tried kind of going through the setup process a few times. And now. Like when I.
00:00
Speaker 2
let me uh verify that's one eight G for girl one zero P for Paul zero A for alpha nine one eight one zero six correct and who is your internet service provider let me just check on this one just a moment So what's your main concern regarding with this extender ma'am? [silence]
01:00
Speaker 1
try and do the bat browser based setup um, which is how I normally fix it. now the linkssssssses extender setup network isn't even like showing up on the Wi-Fi list. Have I done what now? Um with like the little button on the side? Okay. No, I hadn't tried that yet. I was hoping I wouldn't have to do that. Hold on.
02:00
Speaker 2
Mm hmm. Have you like reset this one? Have you reset this extender? Yeah, like you need a pin or a paper clip for you to reset that one. So you need to press and hold that button for 30 seconds to make sure it was properly reset. and then just wait for the light to turn blinking amber again. It will reboot first, like it will have a blinking green light and then once it will turn blinking amber, you check if the default network name will show.
02:00
Speaker 1
Okay. I'm OK got it. Um, well It's blinking amber, but the thing is still not popping up with the setup network name. Mhm.
04:00
Speaker 2
Alright, so as per checking here on my end, ma'am, this extender is no longer supported. The end of support is last May 6, 2025. So after that one, we can no longer provide any technical help for this unit anymore. Okay. All right, ma'am. So, yep, that's all the steps that I can help you with. So anything else, any more questions? You can try to like turn off your Wi-Fi and turn it back on and also check the other devices if they detected the network name of the extender. And also
04:00
Speaker 1
Okay. okay. Yeah, it did actually just pop up now. So, okay, all right, I'll try that. okay. So, yeah, if I, if I keep having trouble, do you recommend just getting a new, a new one? Is this kind of an older, I don't know how long we've had this., okay. okay. Very good. Thank you. [silence]
05:00
Speaker 2
I suggest that you do the setup, uh, right next to your router or at least 2 to 3 ft apart from your main router. So the extender must be 2 to 3 ft apart from your router while setting up. Okay. Okay, that's good. Mhm. All right, ma'am. All right. For range extenders, like this type of range extender, we no longer manufacture them. Um what we have is like mesh nodes or mesh routers only. So you can check on those on our website for you to see their features and and specs and and how do they work. Okay. All right. Ma'am. You're welcome. Thank you for calling in. [silence] You are welcome! Bye.
05:00