V2 Rubric Detail — e38e8caa-7fb6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 19:04
Duration
5m 21s
Contact
630-639-2074
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137131
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_RE6500
⚠ Auto-Zero applied: Avoidance/Evasion

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent incorrectly declared the RE6500 range extender as end-of-support and redirected the customer to a hallucinated AI tool (support.lenscept.com) without performing any troubleshooting. This constituted Avoidance/Evasion, as confirmed by Assessment 3's KB validation showing the device is supported. The interaction lacked resolution, technical accuracy, ownership, and customer experience, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports RE6500 range extender showing 'network lost' and unable to connect. Agent incorrectly stated device is end-of-support, provided invalid support URL, and performed no troubleshooting. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly declared RE6500 as end-of-support; per KB, RE6500 is a supported model with documented setup and troubleshooting steps.
  • Provided invalid support URL 'support.lenscept.com', a known ASR hallucination variant of support.linksys.com.
  • No standard troubleshooting steps performed (power cycle, LED check, reset, setup page access via extender.linksys.com or 192.168.1.1).
  • Call diverted into irrelevant shipping/insurance discussion without initiating RMA, replacement, or troubleshooting process.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to acknowledge and use the correct model number (RE6500) provided by the customer.
  • Provided invalid support URL 'support.lenscept.com', which is not affiliated with Linksys and is a confirmed ASR hallucination.
  • Incorrectly stated the RE6500 is end-of-support; per KB, RE6500 is a supported model.
  • Did not perform any standard troubleshooting for range extender connectivity (LED check, power cycle, reset, setup page access).
  • Diverted into irrelevant shipping/insurance discussion without initiating any RMA, replacement, or troubleshooting process.
  • Failed to guide customer through extender setup process despite clear KB guidance for RE6500.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared the RE6500 end-of-support and redirected to an AI tool without resolving the connection issue or confirming any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (power cycle, LED check, reset, login attempt) were performed; agent skipped diagnostics entirely.
R3 Not Met Correct resolution path conf 95%
Agent selected incorrect resolution path by falsely claiming the RE6500 was end-of-support and redirecting to an AI tool, despite the device being supported per KB.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent never identified symptoms, asked diagnostic questions, or attempted root cause analysis; interaction lacked logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI, reset procedure, LED status) were used despite being necessary to diagnose a non-connecting extender.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect information: cited non-existent 'support.lenscept.com' and falsely claimed RE6500 is end-of-support when it is explicitly supported in KB.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost control of the call, made disjointed statements, and failed to set expectations or maintain a coherent agenda.
C2 Not Met Confirmed understanding conf 93%
Agent used confusing language (e.g., 'Lenis' instead of 'Linksys'), failed to adapt to customer’s level, and offered no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by redirecting to an AI tool after minimal effort, without attempting resolution or documenting a valid reason to disengage.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow-up were provided; customer was left with only a vague suggestion to use an AI tool.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Agent made no escalation and provided no justification for not performing basic troubleshooting, which was warranted for a functional issue on a supported device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy, failed to acknowledge the customer’s frustration, and remained transactional throughout.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace; interaction remained mechanical and disengaged, leaving the customer confused.
X3 Not Met Overall experience conf 95%
Customer had to repeat information unnecessarily, and agent provided no effort-reducing actions or agent-side resolutions.
Call Transcript12 turns · 12 lines
Speaker 1
Hi, I'm, I have one of the extenders and it's been working, you know, just fine, but now it's not connecting. The rest of the internet in the house is working, but you know, just says network lost, your wireless network is currently down. I've tried to reboot it, but I get nothing. I'm hoping you can help. [silence]
00:00
Speaker 2
welcome to Linksys support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self help options available please have your serial number ready and stay on the line for assistance thank you for calling Linksys this is Scylla how can I help you? Okay ma'am before we um start let me just uh verify what is the model number uh of the router that you have at home? because um it's really helpful for me to know perhaps the model number so that I can give you better assistance ma'am mm-hmm
00:00
Speaker 1
Uh, let's see. serial number is one four S like sugar one zero P zero C A one zero zero zero two. and no S like sugar. uh huh. yes. Uh, no, no, no, no. so C for Charlie, A like apple one zero zero zero two.
01:00
Speaker 2
The, and your Lennox device? Okay. Let me just check, Mum, if I got it correctly. Is it F for Fred, D? One zero. Okay. and then is it one zero and then is it P for Peter? and then zero, and then is it C for Charlie? and then eight one, zero, zero two. How many zeros, ma'am?
01:00
Speaker 1
And what is that start with, do you know? Oh, yeah, so it's, um, our like Robert, E like Edward, 6,500. Uh, 630-639-2074. Uh, first name is Tammy, T-A-M-Y. Last name is Peasel, P-E-T, Z like zebra, E-L-T.
02:00
Speaker 2
how about the model number? uh, ours, like, possibly, um, letters. You can check that, ma'am. Um, maybe on the top of the device. They have that, um, on the top of the device. Mhm. Okay. Looking up your model. Okay. And can have also your phone number, ma'am, to create a record. Your first name and last name. Okay. And, oh free. Do you have service plan on it? Yes, ma'am. Yes, ma'am. Right. And can use the free shipping as well. Yeah, yeah. So let me verify your address. Yeah. It's marked as a replacement, correct. [silence] Can you tell me how it works? Uh, not mint now. Okay, ma'am. And there is also an insurance on this unit [silence] Do I need to fill any form in [silence] Okay, ma'am. Include the box. Let me know and will be available as. We sent you the dispatching yourself for the shipping. It's right on the screen. I will send you the email confirming your shipping order. And you will receive the email shortly with your tracking number. Okay, ma'am. Anything else? No more? Okay. Bye-bye.
02:00
Speaker 1
redmi ata zero, zero, at hotmail.com. say that again? correct.
03:00
Speaker 2
How about your email address? Again, your last name is spelled as P-E-T-Z-E-L-T, right? Your last name, it's P for Peter, E for Edward, and then T for Tango, Z-E-L-T? Okay, Eric. So again, ma'am, you're having problem with this router, or this range extender router, it one, it losts its connection, right? Okay. Ma'am,before we start here for any troubleshooting, let me just inform you about the status of your lens device. Okay? It shows it here in our system, ma'am, that the device that you have, the R65 is
03:00
Speaker 1
Okay. Uh, okay. And why do you not support it any longer, if it's your, if it's your router? Okay. Uh, could you remove some extra spaces?
04:00
Speaker 2
This [silence] this range extender [silence] is one of our end of support device. That means the Lenis is no longer providing any technical assistance. What we can offer in this one, ma'am, is you can take full advantage of our AI tool that can be found on our website, support.lenscept.com. [silence] [silence] It's already end of support, ma'am. [silence] This range extender [silence] has been already in the market for like many years already. So I'm already uh part of our end of support products. [silence]
04:00
Speaker 1
you what should I do? support.linksys.com all right thank you
05:00
Speaker 2
Um, you can take uh, you can use our AI tool, ma'am, on our website. That's support.linksys.com. Linksys.com, yes.
05:00