V2 Rubric Detail — e904bb96-6b7f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 01:40
Duration
21m 55s
Contact
Shirley Newby
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent skipped required L1 troubleshooting (reset, power cycle, WPS re-pairing) and escalated without attempting standard diagnostic steps, despite customer providing detailed symptom description.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership3.50/5
Escalation3.50/5
Customer Exp1.79/5
Overall0.0% (-54.0)

V2 Grader Summary

The agent failed to conduct basic troubleshooting or leverage technical resources, instead escalating prematurely without verifying warranty status or attempting a factory reset or WPS re-pairing. While a callback was scheduled and customer information was captured, the lack of diagnostic effort, repeated information gathering, and evasion of hands-on support resulted in an unresolved case and constitutes Avoidance/Evasion.

V1 Case Analysis

Customer unable to get RE7350 extender to connect (blinking orange/blue). Collected serial, name, phone, email. No troubleshooting performed. Escalation scheduled for callback tomorrow after 6 PM ET.

Troubleshooting Steps
  • Verified model and serial number
  • Asked about receipt and registration
Key Observations
  • Agent did not perform basic troubleshooting (power‑cycle, factory reset, pair‑button method) before escalating.
  • Long periods of silence and repeated clarification requests made the call inefficient.
  • Proper escalation and callback were arranged, and all required customer information was captured.
Positive Highlights
  • Collected full customer contact details and device serial number.
  • Offered and scheduled an escalation callback with a clear time window.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Missing standard troubleshooting steps for a range extender (power cycle, reset, verify LED status, correct pairing method).
  • Inefficient call flow with excessive silences and lack of clear direction.
  • Did not verify warranty status or confirm registration despite the customer's request.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
No resolution achieved; extender issue remained unresolved and no immediate fix was provided.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic troubleshooting: no instruction to power cycle, check physical connections, or perform factory reset despite repeated symptoms described.
R3 Partially Met Correct resolution path conf 89%
Agent escalated after collecting product info and confirming customer’s technical description, but did not verify warranty status or attempt best-effort steps like reset or WPS re-pairing.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to identify root cause; asked only if receipt was available and whether device was blinking — no logical diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 92%
No use of tools (e.g., remote diagnostics, web UI access via http://extender.linksys.com), KB articles, or logs; relied solely on customer description.
T3 Partially Met No misinformation conf 87%
Agent correctly stated that blinking orange means not connected, but offered no further technically accurate guidance or corrective steps.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent framed callback timeline and confirmed contact details, but interaction was disjointed with long silences and no clear agenda or transitions.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple terms but did not adapt to customer’s self-identified technical expertise; repeated requests for already-provided info.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent collected full customer details and initiated escalation, but avoided hands-on troubleshooting that could have resolved the issue at L1.
O2 Met Proactive follow-through conf 97%
Set clear next step: callback after 6 p.m. Eastern the next day; confirmed phone number and name for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 88%
Escalation decision was reasonable given customer frustration and complexity, but premature — standard L1 steps (reset, WPS retry) were not attempted.
E2 Met Escalation prep & handoff conf 95%
Correct escalation path used; provided complete customer info, reason for escalation, timeline, and informed customer of callback process.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent apologized for hold and acknowledged wait time, but responses remained scripted without genuine recognition of customer’s repeated effort.
X2 Partially Met Tone & rapport conf 83%
Agent maintained polite tone but failed to adjust pace or depth to customer’s technical level; continued with generic prompts despite customer’s expertise.
X3 Not Met Overall experience conf 94%
Customer repeated serial number, email, and issue description multiple times; agent did not reference previously provided information.
Call Transcript24 turns · 27 lines
Speaker 1
you know [silence] Hi, Karta. How are you today? Or this evening? Okay. Oh, okay. Is there any way that you can check to make sure I registered my product? [silence] Because I'm having issues. I bought it last July 2025.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call be monitored. For in warranty products, our support team is available to help with performance and hardware issues. register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, 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] Thank you for calling Linksys. This is krl. How may I help you? [silence] Okay. I'm good. Ma'am, how about you? [silence] Okay.
00:00
Speaker 1
I can give you the information on it. It's, uh, what do you need the serial number? I've called but I've never given you my information, I don't think. Uh, the bottle number two? I've got the serial number and it's an RE7360 or 50 sorry or 60 Serial number is 41P10M14 and I think it's a eight or it could be a B because you guys print them so small. Um, 00279. [silence]
01:00
Speaker 2
all right, before, we continue, have we connected to Linksys before or this is the first time with? Mm, all right. Can you have that model number and serial number of your router? Yes. No. All right, five here. Okay, how about serial number? Mm-Mm-Mm-Mm. Mm-Mm-Mm. Okay, okay, thank you. And again, that's an RE7350, right?
01:00
Speaker 1
And it would be registered under as Shirley Newby. at 682, 682 Addington Street. I'm pretty sure I registered it. Yeah. My phone number is 705-350-0698. Uh would be K A O T I C, B R I a r D S, as in Samuel, at gmail.com. re Yeah. Correct.
02:00
Speaker 2
Okay. All right. Can I have also your phone number. Oh, okay. And how about your email address? Okay. Let me just check if I get the correct email. That's K-O-T-I-K. And then B-R-I. And then A-R-D-S at gmail.com, right? Okay. And you
02:00
Speaker 1
Yeah, I got it in July. Yeah, I believe it was July. Yeah, it had to be in July, because I moved in here in July, and I needed the extender. So I bought it probably sometime in July, maybe August. Okay, um... I probably do. Yeah I do, uh, but it's in the house. I'm in a trailer right now. Well, I have a problem with my extender. I'm very good, I'm, like, I'm a, I am technical, uh, and I tried to, like, okay, I went away on Saturday, came back Sunday night, and everything was out. I'm talking, everything was out. I had no [silence]
03:00
Speaker 2
okay, you mentioned that you got this last year around July. mm-Hmm. Do you still have the receipt of this one, ma'am, of this range extender? Okay. The. Okay. Okay, and you're using this range extender right now? okay. mm-Hmm. [silence]
03:00
Speaker 1
TV, I had no, Yeah, I couldn't even hook up to the extender on my phone, which is unusual. And even now, I can't hook up my phone to the extender at all. It just goes, I have no internet nothing. But anyways, my problem with the extender is it keeps blinking, blinking, blinking, and I can't get it to connect. I've done the Wi, what do you call it, the WPS, where waiting for it, it goes blue and it blinks until it goes orange. And I've taken it right into where my where my router is and I press the WPS button on that, then within two minutes I got to do the, do the extender. Won't connect. It won't even, it just keeps flashing. And that's all it's doing now is flashing, flashing, flashing, flashing.
04:00
Speaker 2
[silence] When you do the WPS, man, did you um like bring the range extender near to the [silence]
04:00
Speaker 1
It's a non-connected router, or router, yeah. Well, I don't know. It's not really your router. I guess it's a modem, isn't it, when you get it for the internet or the internet? Uh for the internet. It's a modem. I'm with Dialog. And I'll tell you everything that I've done. I've tried to reset it. It won't reset. It just keeps blinking and blinking and blinking. I can't get it to turn orange. And then all of a sudden, it'll turn orange when nobody's touching it and nobody's around. And then I come back and it keeps blinking, blinking, blinking, blinking. It's it's just a awful mess. But right now it's blue. It could turn on any time.
05:00
Speaker 2
Main router, okay, your main router right now ma'am, is it a Linksys or a non-Linksys router? [silence] Ok, What dook what's the color of the light right now even though it's blinking?
05:00
Speaker 1
two and a half hours. Then I called my my phone provider to see if there was something I was doing with the phone that I shouldn't have been doing and they worked with me for another hour and it's your extender. I'm telling you that right now. It's your extender and I am an IT person. My My I know uh my oh yeah, my phone will hook up to the gateway of my modem, yeah. uh, but uh when I'm out where I want it wanted to be and where it's been since July. where if I can connect to the TV, that's one thing, but as soon as I hook up the phone, everything goes out including your router.
07:00
Speaker 2
I just need to ask to swap the people explore today. Yes. Okay, okay. I apologize for that, ma'am, but the range extender right now is not working. But um without using the range extender, ma'am, is your computer or phone can connect to the wireless using your gateway or your modem? Thank you.
07:00
Speaker 1
And it'll stop working. Well, right now it's blinking orange and I'm sitting here, watching it, and I'm sitting like 10 feet away from it. And now it's blinking orange. Oh, it's blinking orange. um That's right. And it does, there's something wrong with you. There's something wrong with the router. Not the router. There's something wrong with your X-tender. It shouldn't blink orange for no reason, right? It shouldn't start blinking orange when it's been blinking blue all this time. Have you got, have you got, uh have you got a, uh I, I realized, I'm not trying to bring any offense or anything like that, but do you not have an escalation team?
08:00
Speaker 2
okay, when you, um, when you connected your phone, that's the time that it will stop working. Yeah, because if it is blinking orange, it's not connected to the wireless router. Okay? Might be that when it's drinking blue earlier, okay. Okay. Um, maybe it is blinking orange, that mean it's not connected. Okay, you want to talk that? Yeah. Thank you. Okay? Yes, now we're back and that free floating out there. Yeah. Yeah, I'm ready to talk. Okay, go ahead. Make your point. Yeah. Okay. Okay. Yeah. Well, thank you anyway. Mm-hmm. Mm-hmm. Is it okay if in the heart? When you decide. Okay. Just call back. Okay, bye. [silence] Okay. Maybe some more light. Remove this. Maybe. A lot lighter. You know? Okay. [silence] There's nothing to discuss. Talk later. I deep into it only once a week. It's no big deal. [silence] Okay. Okay. Yeah. And that's the end of the audio.
08:00
Speaker 1
Yes, I do. Okay. Yeah. I was on the road, Nancy. Her feature always focused, Thank you. One of his favorite lines is on the arc, which is that the arc of the moral universe is long, but it bends towards justice. Hi. No, that's okay. Okay. Oh, yeah. Oh, I don't know.
09:00
Speaker 2
[KEEP_UNCERTAIN] [silence] Hello ma'am, thank you for patiently waiting. I apologize for that hold. [silence] Ma'am, um, actually right now, um, all the escalation team is like, um, they're um engaging in the call. But here's the thing, ma'am, um, with this type of ring extender that you have, I am trained with this. So maybe we could just proceed for like [silence]
12:00
Speaker 1
No problem. That's okay. Thank you very much. Okay. No problem. Yeah. Yeah, I know it's 11 o'clock our time, yeah. Well, can they call me back tomorrow? Yeah. I would prefer, I would prefer and, well, I have to be at the hospital all day tomorrow so could somebody call me in the evening after 6:00? Eastern time zone, same as you.
18:00
Speaker 2
Hello, Ma'am. Thank you for patiently waiting. I do apologize for that hold. I was able to um, check this out, Maam. Um, uh this uh, I was able to seek an approval that this, um, case will be escalated to our escalation team. But, um, their callback, um, turnaround time, Maam is, um, within two to three hours. Okay. Right now, they're all engaged in call. But since our, um, our time, Maam, our office hour is only up to 11. Yes? So, they'll be calling you back, um, tomorrow? What would be the time Maam uh, your what, um, time zone? And you're in what, time zone, Maam. Okay, safety's turn.
18:00
Speaker 1
Yeah. I mean, you've got what? 10 o'clock, then it's and it's 10 o'clock here. Yes. It's 7:05. Absolutely. Correct. Make it just ask for Shirley. Yes. It's ready. Okay, great. Thank you very much. Yes. Yes. It's in the house in one of my dressers. I've got everything. Okay.
19:00
Speaker 2
Yes. Okay, so again, that's tomorrow after 6 p.m. Eastern Time and the phone number that they can call you back is 705-350-0698 and then the name of Ms. Shirley Newbary. Okay? So again, yes, ma'am. I will update your record here and it's for call back tomorrow after 6:00 p.m. Eastern Time to troubleshoot your RE7350, okay? And just in case, ma'am, do you still have the receipt of this rain ex?
19:00
Speaker 1
Wait. Not a problem. Correct. Not a problem. That's not a problem at all. I mean, yeah, because this thing has been great. You know, like, I've had it out here since last July when I bought it, and I've never had a problem until now. When I went away on the weekend, I don't know what happened. Something must have happened because everything was out. You know, and I don't know whether it was an electrical surge or what the heck, you know? But everything was out. And now when I could, now when I hook my, try and hook my phone up to it, and it gets hooked up, um you wouldn't be if I put myself on the extender on my wi-fi on the extender wi-fi out here um and talk to you. You wouldn't even hear a word I said. Um, it becomes all garbled and you can't talk through it, nothing. So, right now I'm using cellular data. Okay. That's okay. Okay. Um, not a problem. He's not yourself, hon. Okay. And thank you for being so sweet. Thank you. Bye bye. Bye bye. Bye.
20:00
Speaker 2
and cancel that one one or we can just repeat uh-huh. Yes. Okay. Okay. Okay. All right. Okay. Mam just wait for the call. We apologize for this one and again we just need a copy of the receipt, okay? Okay. All right. So thank you for calling LenCIS ma'am. This is Carla. Goodbye for now. You're welcome ma'am. You're welcome aunt. Goodbye. All right. Goodbye.
21:00