V2 Rubric Detail — e5ff9186-7c9c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 20:21
Duration
25m 33s
Contact
Clint Biggers
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136756
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01 - add as a new child node

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall28.5% (+2.5)

V2 Grader Summary

The agent provided materially incorrect technical guidance by applying the 5-press mesh pairing method to a range extender, which is contradicted by universal_5press_models.md. Furthermore, the agent failed to use the correct setup procedure (local browser) defined in adjacent_range_extender_to_mesh.md and incorrectly claimed the device was obsolete. No functional resolution was achieved, and the customer was advised to return the device without proper troubleshooting.

V1 Case Analysis

Customer unable to connect RE7310 Wi-Fi 6E extender to MX8500 mesh system. Agent incorrectly treated extender as a mesh node, provided invalid 5-press instructions, and falsely declared the device obsolete. Issue unresolved; customer advised to return the extender.

Troubleshooting Steps
  • Requested extender serial number
  • Attempted to pair extender as a mesh child node using 5-press method
  • Verified lack of Ethernet port on extender
  • Falsely declared device obsolete and advised return
Key Observations
  • Agent fundamentally misidentified the RE7310 range extender as a Velop mesh node (WHW1).
  • Agent provided invalid 5-press pairing instructions, which are not applicable to range extenders.
  • Agent failed to follow the documented extender setup procedure (connect to extender Wi-Fi, use http://extender.linksys.com).
  • Agent falsely declared the RE7310 extender obsolete without verifying its support status.
  • Agent did not confirm the extender model number before providing technical advice.
  • No case number was created despite stating a case would be opened.
Positive Highlights
  • Agent collected the extender serial number (2009A1060B808290) and confirmed the mesh router model (MX8500).
  • Agent asked for the customer's email and full name, indicating intent to document the case.
Agent Errors / Gaps
  • Misidentified the device type, treating a range extender as a Velop mesh node.
  • Provided materially incorrect technical guidance by instructing the customer to use the 5-press method on a device that does not support it.
  • Failed to follow the correct setup flow for a range extender as documented in adjacent_range_extender_to_mesh.md.
  • Falsely declared the RE7310 extender obsolete and end-of-life without checking its support status.
  • Did not confirm the extender model number before giving pairing instructions.
  • Did not create or provide a case/ticket number despite stating a case would be opened.
  • Did not verify the customer's internet service provider settings or router firmware, which could impact extender compatibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the extender is obsolete and advised return without resolving connectivity or providing functional outcome.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted troubleshooting by instructing 5-press method and checking LED status, but applied incorrect procedure (mesh pairing to extender); partial effort with flawed execution.
R3 Not Met Correct resolution path conf 90%
Agent misapplied 5-press method (for mesh nodes) to a range extender and declared it obsolete without verifying compatibility via KB; resolution path is technically invalid.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the correct device type (extender vs node) and did not probe for basic setup requirements (local browser access, distance to router) as outlined in adjacent_range_extender_to_mesh.md.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use the authoritative KB for range extenders (adjacent_range_extender_to_mesh.md), which specifies setup via http://extender.linksys.com, relying instead on an informal 'lab' check.
T3 Not Met No misinformation conf 100%
Agent instructed a 5-press reset on a range extender; universal_5press_models.md explicitly limits this method to Velop Intelligent Mesh models (WHW, MX, MR) and excludes other types. Additionally, claiming the device is 'obsolete' and has no firmware is unsupported by the provided KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent framed interaction initially and attempted guidance, but long silences (6 seconds), vague 'going to lab' statement, and disorganized flow disrupted control.
C2 Partially Met Confirmed understanding conf 85%
Agent used terms like 'mother node' and 'reset button' that may be understandable, but did not confirm comprehension or simplify after customer repeated steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent took initial ownership, created case ticket, and attempted lookup, but abandoned follow-through on 'lab check' promise without update.
O2 Partially Met Proactive follow-through conf 80%
Agent set expectation of checking model in lab but failed to deliver timely feedback; ended call with return advice instead of concrete next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — issue was within scope but misdiagnosed; agent attempted resolution, albeit incorrectly.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation executed; 'lab' comment was informal, not a formal escalation path.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered procedural apology ('Sorry for that one') but provided no empathy for repeated effort or frustration; tone remained detached.
X2 Partially Met Tone & rapport conf 80%
Agent continued at own pace despite customer confusion (repeating model numbers); adjusted slightly by rephrasing reset instructions once.
X3 Partially Met Overall experience conf 80%
Customer repeated serial/model numbers multiple times due to agent’s fragmented data collection; agent could have streamlined but made some effort to proceed.
Call Transcript23 turns · 25 lines
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Alexa, stop music. Alexa, stop music. Alexa, volume five. Alexa, play band on the run. Alexa, stop. Yes, my name is Clint Biggers.
02:00
Speaker 2
Thank you for calling [pause] Linksys. My name is Nathan. We know who I'm asking. [silence]
09:00
Speaker 1
Uh, no, I've called a long time ago. I haven't had any problems in a long time. So, I bought a an extension, uh an extender for my Linksys mesh system and I cannot, I can't seem to connect it. Yes. It is a uh I got a SKU number. Do you want a serial number? Or a FP number? Serial number is 2009. All right, is 2009 alpha 1060 Bravo 808290.
10:00
Speaker 2
All right. Let me take a look at the system. Please tell me what is the problem. Okay. Can you give me the model of the extender? Yes. Serial number? Serial number would work.
10:00
Speaker 1
No, it's not a router. It's a. I bought it from Amazon so maybe that's the problem. It's an extender. Let me see what the the number is on the extender. Yeah. Oh, okay. Let me just double check, make sure those serial numbers match. And they do, they match. [silence]
11:00
Speaker 2
say to be alright he's a router alright it's Ethernet network okay this is a modem router that can serve us an extender and at the same time as the router alright this will you're you all right all right now you can set this up
11:00
Speaker 1
No, I don't want it set up as a new Wi-Fi router. I want it I want to put it to my current um system. I have a Linksys Mesh system already. Let me see if it's written on the it's a Wi-Fi 6e tri-band. Yeah, this is the old one and it is um it's a 43 F 10 and you want the serial number? 43.
12:00
Speaker 2
we can set this up as a new Wi-Fi router and Now, it is... What is the model of your Linux-Media system? The mother node. The primary node. What is it? The mother node? The original? Not this one. The other one. MX... go ahead.
12:00
Speaker 1
the F one zero Mary one seven, Bravo, zero, three, nine, three, six. It's an MX 8,500. It is it is yes, it is working. Yes, it is near it. It's like a light purple. Solid.
13:00
Speaker 2
let me take a look ah all right we can we can connect this one as a child node. yes your mx. 8500 is working. can you confirm that one? now can you bring this W.H.W. 1 near the mother node? what is the color of your WHW one? ah all right. let me create a case ticket for you. what's your full name?
13:00
Speaker 1
clint biggers b-i-g-g-e-r-s. Yes, it's clint C-L-I-N-T at dpi serve S-E-R-V-E dot com. uh, the internet provider. Is that what you're asking me? It is um spectrum.
14:00
Speaker 2
Okay, do you have an email confidence? All right. By the way, who's the internet service provider? Is it spectrumltimity? Yes. All right. Now, can you go to the mother node and I need you to press and release, do not hold. Press and release the reset button, one press per second, and then do it right times. Press and release.
14:00
Speaker 1
on the router? You talk... which, we're on the mother node I have to do that on? Okay. Okay. I alright. Say that one more time. You want me to press and release the reset button five times? Oh. Okay. I did it. What's that?
15:00
Speaker 2
Release, do not mother note. Yes on the H500 the mother note press and release, do not hold one press per second, do it five times. Yes one press per second. Did it react, the water node? It will blink and then it will start flickering. The water node will blink and then it turns red and then goes black.
15:00
Speaker 1
the red blinking on the WH but I don't think I've ever actually can I haven't been successful in connecting the two Linksys and it's blinking red
16:00
Speaker 2
color of light now?
16:00
Speaker 1
On the extender. I do have an Ethernet cable. I don't think there is a port on this node. Yeah, I don't kind of underneath. I don't see one. Let me take it out. No. There is no child mode. Or there is no plug. So I had to unplug it to look and now I'm, yeah, I already did. No, there is no no plug, none, no ethernet hole. There is nothing. Nope. Okay. [silence]
17:00
Speaker 2
No, no, no, no. OK. OK. Is there an internet underneath? There is none. It's none. Hmm. On the side, there is none, as well. Here the power. You have to press model. Allow me to go to the lab, let you take a look if I can find your model. OK, you will do it. I'll be back. [silence]
18:00
Speaker 1
Yes. Yeah, okay. Okay. Yeah, okay. Yeah, okay. Yeah, okay. Yeah, okay. Yeah, okay. Yeah, okay. [silence] Yeah, okay.
24:00
Speaker 2
Clint, can you hear me? Sorry it took me some time. I couldn't find the model anymore. And then I found it underneath the shelf that it was on. This product is already considered obsolete end of life and end of support. Most likely this will no longer have firmware. If this is new, I strongly suggest you return this one. There will be no update on this router, on this extender. Yeah. [silence]
24:00
Speaker 1
Okay. All right. All right. Thank you very much. No, it never connected. Yeah. All right. I will. All right. I appreciate it. Nope. Thank you very much. All right. Have a good day. Bye bye.
25:00
Speaker 2
Sorry for that one. Tell me, did it successfully conect, did it connect? Okay, we'll take, return this one. This will not work. The reason is that the firmware is no longer valid. All right. Then anything else I can help? All right. Then have a nice day. And you too.
25:00