V2 Rubric Detail — ea45f3f2-7c8d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 18:33
Duration
5m 48s
Contact
James Konopasek
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#EOS00136074
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7350_unable to set up the extender

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall17.5% (-38.5)

V2 Grader Summary

The agent identified the RE7350 model and correctly noted its end-of-support status but failed to perform any troubleshooting, use requested remote assistance, or provide concrete guidance for wired installation. Despite the customer's explicit request for help, the agent offered only to email instructions, resulting in no technical progress and poor communication throughout the call.

V1 Case Analysis

Customer unable to set up wired AP mode on RE7310/RE7350 extender; agent misidentified model as E7350, incorrectly stated support ended, and offered only email instructions without technical guidance or resolution verification.

Troubleshooting Steps
  • Requested serial number (initially misheard)
  • Incorrectly identified product model as E7350
  • Stated technical assistance had ended for the device (contradicts KB)
  • Offered to email generic setup instructions
Key Observations
  • Agent misidentified the extender model as E7350 instead of RE7310/RE7350 (transcript [04:00]).
  • Agent incorrectly claimed technical assistance had ended for the RE7310/RE7350, which contradicts KB support policies (transcript [04:00]). RE7310 and RE7350 are explicitly listed as supported in universal_range_extender_setup.md.
  • No troubleshooting steps for wired Access Point mode were provided. The KB specifies connecting Ethernet, accessing extender.linksys.com, and selecting 'As a wired range extender (Access Point)' mode (universal_range_extender_setup.md).
  • Agent did not reference the correct setup URL (extender.linksys.com) or guide the customer through the AP mode configuration process.
  • Serial number was captured correctly as 41T10H13E00751 after initial phonetic confusion.
Positive Highlights
  • Agent remained on the line and attempted to gather the serial number.
  • Serial number was eventually captured correctly despite initial phonetic confusion.
Agent Errors / Gaps
  • Incorrect model identification (E7350 vs RE7310/RE7350). RE7310/RE7350 are explicitly supported per KB.
  • Provided materially incorrect information about end of support for the RE7310/RE7350 model. The KB confirms these models are supported (universal_range_extender_setup.md).
  • Failed to provide any correct technical steps for wired Access Point mode setup. The KB outlines clear steps for AP mode configuration (universal_range_extender_setup.md).
  • Did not access or reference the correct setup URL (extender.linksys.com) or configuration process for range extenders.
  • Did not confirm whether the customer’s issue was resolved or guide them through verification of the setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only offered to email instructions and did not resolve the extender setup issue or confirm any resolution path; customer remained stuck in setup.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed despite customer describing an IP conflict and requesting wired setup; agent skipped diagnostics after serial number confirmation.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device (RE7350) and noted end-of-support status, then offered self-help via email — appropriate for OOS device, but no best-effort troubleshooting attempted despite customer’s clear request for wired installation assistance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms (IP conflict) or verify setup mode (wired vs wireless). The agent ignored the customer's specific technical problem and provided no diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used. The customer explicitly requested remote assistance ('get onto my computer to assist me'), which the agent ignored, failing to use available remote tools to diagnose the IP conflict.
T3 Partially Met No misinformation conf 90%
Agent correctly identified the model as RE7350 and stated it would still work despite end-of-support. However, the agent provided no technical guidance for the requested 'wired installation' (which is supported for RE7350 per universal_range_extender_setup.md).
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, no framing of interaction, abrupt transitions (e.g., sudden shift to serial number), and failure to maintain control as customer expressed confusion and frustration.
C2 Not Met Confirmed understanding conf 90%
Agent did not adapt to customer’s technical level or frustration; repeated serial number confusion without clarification, used unclear phrasing ('rain extender'), and failed comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — after minimal exchange, defaulted to emailing instructions without attempting resolution or follow-through.
O2 Not Met Proactive follow-through conf 95%
No timeline given for email; no confirmation of what steps would be included or when support would resume — left customer with no clear next step.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 80%
No escalation was needed; the agent correctly chose not to escalate an out‑of‑support device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgement of the customer’s frustration; ignored 'at my wits end' statement.
X2 Not Met Tone & rapport conf 90%
Agent maintained flat, disengaged tone; did not adjust pace or style despite customer’s stammering, repetition, and visible distress.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number multiple times due to agent’s mishearing; agent created unnecessary effort by not confirming format or offering alternative input method.
Call Transcript12 turns · 12 lines
Speaker 1
Mm [silence] Mm. [silence] Yes. Um I have a Linksys 8750 extender and I am at my Wits end of trying to install it. And whether you do it or whoever is going to do it, um I would appreciate it if they could get onto my computer to assist me on that. [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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
say that again? Yes . Yes. Yeah, I'm I'm I'm clearly I'm clearly aware of all the basics. I've done this many times. However, this is a new extender and I have a new wi-fi router and always it's done the install perfectly seamlessly with no trouble. This time it appears to be IP address conflicts, um which need resolution and ch the normal easy setup that you're about to tell me I'm I'm well familiar with it.
01:00
Speaker 2
computer. Actually, just press and hold its reset button. Let go when the light comes to solid blue on top. Just make sure you're trying [silence] to add an extender, am I right? A child. node. Okay, you need to make sure that it's plugged in nearby within five feet from the main node. [silence]
01:00
Speaker 1
So at this time, I'm sitting here. I have it plugged in. I have it reset to factory default, and I want to do a wired installation, not a wireless. So at this time, it's booted up. I do not have the Ethernet wire plugged in yet, and I will follow, you know, go from there. [silence] Are you still there? [silence] [silence] Hello? [silence] She hung up on me, I think. Oh, okay. Yeah. [silence] Yeah. So I'm waiting on, I'm waiting on you now.
02:00
Speaker 2
uh-huh Yeah I'm still here on the line And the uh yeah what's the serial number of this link since you're calling
02:00
Speaker 1
serial number. Yeah, I have it. I'm going to give it to you. It's 4-1, T is in Peter 10, H is in Michael 1-3. Edward 0-0-7-5-1. 13 E is in Edward 0-0-7-5-1. [silence]
03:00
Speaker 2
sure number. Is under six or under eight? Sorry. um, I'm sorry to interrupt you. Uh, is it one three? I have your four, one, Papa, one, zero, Mary, one, three. After that, let's, see, what next? Okay, thank you. Let me just check this device here real quick. Oh, you're calling for a regular extender. That's going to be our or our E7350.
03:00
Speaker 1
[speaker] [intake of breath]. Eric={ ] [backward grunting]. No. What what what [stammer] what I need to um here's the deal. What what model [gulp] did you say [stammer] that serial number refers to? [chuckles] right okay and and here's the dilemma. The box with the barcode on it says re 7310. Which is what I had before. Um and uh but in fact it's actually in the box.
04:00
Speaker 2
which the support date for that one already ended way back year 20. um just this year actually, uh, this range extender's uh, technical assistance already ended. But it doesn't mean that the range extender will not work anymore. Yeah, it doesn't mean it will not work anymore. It will still work. It's just that for technical assistance. It's R-E7350. Mhm. Mhm.
04:00
Speaker 1
box is a 7350 and by by understanding from links my understanding from links is that's the newest um for this so but anyway go ahead because I understand you can still uh troubleshoot with me, correct? I'm not looking for a warranty. I'm looking for troubleshooting it to get it to work. I already have instructions, ma'am.
05:00
Speaker 2
Mm-hmm. That's just fine. It's still unknown. Yeah, regarding the assistance for that one, it just ended last month actually where this rain extender can no longer be supported. But I can send email instead, which you can follow the instructions that are given on how you can make this extender to work.
05:00