V2 Rubric Detail — ed680058-66ac-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 22:20
Duration
7m 8s
Contact
Stan Eastman
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133325
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE7000 Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall28.3% (-27.7)

V2 Grader Summary

The agent identified the device as out-of-warranty and defaulted to a paid support offer without performing any technical troubleshooting or best-effort assistance. No resolution path was provided, and the customer was left without a working solution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer unable to set up RE7300 range extender; out-of-warranty; agent offered to email setup guide but performed no troubleshooting or email verification.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not verify the customer's email address before promising to send the guide, risking undelivered instructions.
  • No basic troubleshooting (power cycle, LED check, web UI access) was performed despite the issue being setup-related.
  • Agent introduced paid support fee early, then pivoted to free guide without clarifying the difference in support level.
  • Communication was disorganized: agent misheard customer's name and email, repeated 'okay' excessively, and failed to summarize next steps clearly.
  • Call ended abruptly without confirming customer understanding or offering further assistance options.
Positive Highlights
  • Accurately collected and confirmed the product model (RE7300) and serial number (18X-20-28 alpha 04-414).
  • Correctly identified the device as out of warranty based on serial number lookup or knowledge.
  • Offered to provide the official setup guide via email as a self-help option after the customer declined paid support.
Agent Errors / Gaps
  • Failed to confirm the customer's email address before committing to send the guide, risking undelivered instructions.
  • Did not perform any standard setup troubleshooting for the RE7300 (e.g., power cycle, LED status check, web UI access at `http://extender.linksys.com` or `http://192.168.1.1`).
  • Introduced paid support fee prematurely without first offering free self-help options or assessing the issue.
  • Misheard and incorrectly recorded the customer's email address, then failed to correct it despite partial repetition.
  • Ended the call abruptly without confirming next steps, customer understanding, or whether the guide was received.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a functional solution; only offered a paid assist or self-service guide.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, reset, pairing) were attempted or advised despite the issue being setup-related.
R3 Not Met Correct resolution path conf 90%
Agent immediately defaulted to paid support due to OOW status without attempting best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked (e.g., LED status, connection method, prior success); no logical troubleshooting sequence.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (e.g., remote access, admin UI, logs); skipped necessary diagnostics despite issue being resolvable with basic steps.
T3 Met No misinformation conf 85%
Agent correctly stated the out-of-warranty policy and $15 non-refundable fee per support guidelines.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent collected information and provided a next step (email guide), but failed to set expectations for troubleshooting.
C2 Partially Met Confirmed understanding conf 75%
Language was simple but agent did not confirm understanding or adapt to customer’s fragmented communication.
Customer Ownership
O1 Partially Met Ownership & empathy conf 75%
Agent offered to send a guide, showing some ownership, but did not attempt direct resolution.
O2 Met Proactive follow-through conf 90%
Agent committed to email the setup guide after the call, specifying timing and action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 70%
Agent did not acknowledge customer frustration or express empathy at any point.
X2 Not Met Tone & rapport conf 70%
Agent did not adapt to customer’s pace or emotional state; communication remained transactional.
X3 Not Met Overall experience conf 70%
Customer had to repeat name and email multiple times; agent added effort instead of reducing it.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to Linxess support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linxess.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service, please have your device's serial number and contact information ready.
00:00
Speaker 1
Yeah, we're just having trouble hooking up our Linksys uh extending Wi-Fi thing. Uh Serial number is that S-N right? Yes. 18X-20-28 alpha 04-414.
01:00
Speaker 2
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 anith us. My name is Mr. Gerald Luca. All right. What's the serial number and model number of that? Set the line. Yes.
01:00
Speaker 1
would that be the Mac number? it says what does it say? right? Right? is that the AC 1900? it says Linksys low speed Wi-Fi range extender and the model is R E7300? right, is that what it is? just the one, right? right babe? just the one extender? yeah
02:00
Speaker 2
model no but let me check that using the serial number and online site right that's correct correct how many extenders you have total just one power extender all right thank you can I ask for your first name and last name so I can create a record for you
02:00
Speaker 1
Eastman Eastman E-A-S-T-M-A-N. Stan. It's F-T-A-N. Last name is Eastman, E-A-S-T-M-A-N. Trucker, that's T-R-U-C-K-E-R, T-A-Z, like the Tasmanian devil, three, seven, at yahoo.com. T, no. He, T, T, he like Tango Trucker.
03:00
Speaker 2
what was that bit too fast one more time please with the first name and last name hmm what is your email address let me read it back to you so this is what i got here wait what that's CRUK e is an Add work
03:00
Speaker 1
is like the Tasmanian devil Taz Taz like a Tasmanian devil It's uh T Mobile four years or so Yeah we used it for four years um
04:00
Speaker 2
Ah, okay, okay, got it. Uh, after that, th-that's followed by V is in B, C, O, A is in Alpha, 37 at yahoo.com. [silence] >IZ. >Okay. >All right, thank you. >Who's got it? >Who's your internet provider? Let me confirm. How long have you had this extender? Can you hear me okay? [silence] Four years? [silence] Okay.
04:00
Speaker 1
Uh, residents, uh, and it worked and everything worked good. [silence] Just what? [silence] One five. to potentially to help uh, help set it up.
05:00
Speaker 2
Well, if that's the case, then this extender, unfortunately, it's out of guarantee it. And for out of one - out of warranty devices, if we charge $15.00 to assist, it's non-refundable. What I'm saying is that your extender is out of warranty and for out of warranty devices, if we're going to assist you with this, you'll be charged $15.00. 15 non-refundable, yes. To assist you with this. [silence]
05:00
Speaker 1
Do you want the setup guys? Dad, do you want to start sport? I was asking my wife if she wants the setup guides or just want help. Yeah, if you can send the setup guides, is it pretty good explanatory? No. Well, okay. Okay, thank you.
06:00
Speaker 2
Correct. But you, we can also, uh, send you the the guide for this one like the setup guide. That way you wouldn't be charged, but you're going to do it yourself. you're the opening up. What did you say? Okay. Yes. It's actually the same if we're going to do it here, the only difference is you have me on the phone. I'll walk you through how to do it, but it's the same that up. So, let me get that for you. Um, give me five minutes once we end the call I'll send that to your email. Okay. Thank you so much. Any questions. [silence] right, thank you you guys take care bye for now
06:00