V2 Rubric Detail — f1bd25ce-7c88-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-10 17:58
Duration
8m 0s
Contact
905-648-0527
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall62.4% (+6.4)

V2 Grader Summary

The agent correctly identified the RE6350 as a legacy, end-of-support device and provided technically accurate guidance on resetting and reconfiguring it. However, no diagnostic depth was applied beyond that, and the issue remained unresolved. While R3 and T3 were solidly Met, the lack of troubleshooting progression and incomplete next-step framing resulted in an Unresolved outcome.

V1 Case Analysis

Customer experiencing Wi-Fi dropouts on iPad; legacy range extender (RB6350) not staying connected, shows yellow LED. Agent advised reset, placement near main router, and explained steady green LED = connected. No confirmation of fix. Device is end-of-support.

Troubleshooting Steps
  • Requested serial number and later confirmed model number RB6350.
  • Identified device as legacy, end-of-support range extender.
  • Advised reset and repositioning near main router.
  • Explained LED status: steady green = connected, yellow = not connected.
Key Observations
  • Agent did not obtain model number until 3 minutes into the call [03:00], delaying accurate diagnosis.
  • No verification that the reset and repositioning steps resolved the issue.
  • Warranty status was not explicitly checked, but agent correctly inferred end-of-support status based on model.
  • Agent failed to confirm customer understood instructions or encountered success.
Positive Highlights
  • Correctly identified RB6350 as a legacy, end-of-support range extender with no firmware updates available.
  • Provided accurate troubleshooting: reset and reposition near main router.
  • Accurately explained LED indicators — steady green means connected [05:00].
  • Correctly described that the extender will broadcast the main SSID with 'EXT' suffix after setup [06:00].
Agent Errors / Gaps
  • Did not collect model number early — only obtained at [03:00] after system failed to detect device.
  • Failed to verify whether the reset and placement steps fixed the problem.
  • Did not set clear expectations for next steps if self-help fails.
  • Lacked empathy and active listening — did not acknowledge customer frustration or confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the Wi‑Fi dropout issue; only suggested a reset with no confirmation of success or alternative path.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent identified the device as a legacy extender and suggested a reset, but skipped basic troubleshooting like power cycling, checking placement, or probing interference despite customer describing intermittent behavior.
R3 Met Correct resolution path conf 97%
Agent correctly identified the RE6350 as end-of-support and offered appropriate options: reset or upgrade — aligning with KB guidance for legacy devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent recognized the symptom (intermittent connection, yellow LED) and linked it to pairing failure, but did not ask about interference, distance, or prior resets to narrow root cause.
T2 Met Appropriate tools / resources used conf 96%
No advanced tools were needed; agent used correct product knowledge about legacy status and setup process, which was sufficient for this scenario.
T3 Met No misinformation conf 99%
Technical claims regarding legacy status, lack of firmware updates, and the requirement to use main router credentials for reconfiguration are consistent with the Legacy/End-of-Life product standards in the KB.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic call control but had multiple unexplained silences and failed to clearly frame next steps or manage expectations around resolution.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and explained the setup process in accessible terms suitable for a non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the interaction from start to finish, did not transfer, and attempted to guide the customer through a viable action despite product limitations.
O2 Partially Met Proactive follow-through conf 90%
Agent advised customer to reset and reconfigure the extender, but did not specify success criteria, timeline, or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the product's end-of-support status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but did not explicitly acknowledge the customer's frustration or repeated attempts.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a steady tone but did not actively match the customer's confused or hesitant pace.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and the agent did not streamline any steps; no effort was saved.
Call Transcript14 turns · 15 lines
Speaker 1
Oh shoot, where's the serial number? Oh, I never wrote that down. Yes. My links, um, like Wi-Fi keeps, um, cutting out on my iPad and whatnot in the room. and uh, I don't know why. Hello? Sorry, but.
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. Thank you for calling Linksys. This is May. How can I help? Uh-huh. You're welcome. So, yeah, you're calling for what's the model number and the serial number For me to answer your question, I need to know first the serial number of your device. [silence]
00:00
Speaker 1
049, 0, 0, 5, 3, 1. Yes. Correct. Uh, MAC address or whatever U8df5a2d6e3. No.
02:00
Speaker 2
Is it 23 B 4 Boy 10P for Papa and 4 9 00... 5 31? Okay, let me just check your router here real quick. What's the model number that you can see? [silence] The model number, model number is usually still on the sticker or somewhere on top of the router.
02:00
Speaker 1
Do you want the WPS number? This is all that's on the back of this router and this is all I had to give you the last time I, oh, wait a second. Sorry. Top, right, sorry. R B 6 3 5 0. Is that it? There's no what? Sorry, I didn't hear what you said.
03:00
Speaker 2
No, but Okay, that's that's why our system cannot detect it anymore. This is one of our legacy extender, ma'am, which there's no new firmware for this range extender anymore. Uh-huh. This is part Yeah, sure. This is part of our end of support range extenders, which we don't manufacture it anymore, and there's no new firmware. Though the support ended, the device should still work, but when it comes to assistance and troubleshooting...
03:00
Speaker 1
[silence] Well, it it works when you click it in, but then it just decides to to not stay on if it's not being used um long enough or consistently enough, I guess is the word. Does that make sense? Right. Right. Well, how do you cuz I'm looking at this um setup thing, how does one reset? Do I have to?
04:00
Speaker 2
we can no longer do that for you. We don't have the tools intended for that device from our end. So that's part of the old extender that we have. So it's up to you if you want to upgrade or to keep that for the meantime. Uh-huh. Okay. You can try to reset and reconfigure that extender. If ever it will still not work, then there's something wrong with your extender.
04:00
Speaker 1
to plug it in by the router like it said. No, that said an alternate setup was to plug it in near the actual router and then move it. Once it's all lit up. The light at the moment is just that light light yellow sort of, as opposed to green. Is that how you do it? Right. I need to connect it. What? Right. I our desktop went kaput. So I do have a new one. So does that mean I've got to do it all over again? Is that what you're saying?
05:00
Speaker 2
When it's working, it will have a steady green light, meaning it's connected to the main node. Which is the Wi-Fi that you're trying to extend to. Once it's successfully paired to the extender, it will have a study green light. Yeah, you need to
05:00
Speaker 1
I see, okay, okay, and that's basically putting it near the actual router and see what happens. It's going to give me, because I've got, um, I've got the extended network name written down with the password written down.
06:00
Speaker 2
To router where it's plugged in, and to reset, and to configure after, choosing by choosing the Wi-Fi name for the new router. So that's one that the range extender will broadcast after it's successfully set up. [silence] Well, automatically, once the extender is set up, it will copy the same Wi-Fi, but there's an EXT in the last part. That's going to be the extension, yeah.
06:00
Speaker 1
Got you. Okay uh my password for my internet and then my Wi-Fi. Like the admin you mean and then the the, and then the, or is it ah brother? I and then the password for that The password for the main router. Okay all right well I have that information here on another piece of paper. Okay I'll give it a try. Thanks very much Bye
07:00
Speaker 2
worse stand there's Wi-Fi name then and the password you need to type in is still your main Wi-Fi password because during the configuration that's what it will ask your password and your Wi-Fi name. [silence] Your main router main router. [silence] welcome. [silence] Bye for now. [silence] Bye-bye.
07:00