V2 Rubric Detail — f8527536-6105-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 17:42
Duration
21m 32s
Contact
Jim Micek
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132440
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+31.8)

V2 Grader Summary

The agent successfully resolved the customer’s RE9000 setup issue by guiding them through a factory reset and web-based configuration, resulting in a solid green light and confirmed connectivity. Despite the device being out of warranty, the agent provided full troubleshooting under paid support. All technical and procedural steps align with Linksys KB guidance, and the customer ended the call satisfied.

V1 Case Analysis

RE9000 extender reset and setup via extender.linksys.com; solid green LED achieved, but no verification of internet connectivity. No case number created.

Troubleshooting Steps
  • Instructed customer to perform a hard reset (15–20 seconds hold).
  • Guided connection to the extender’s setup Wi-Fi network.
  • Directed customer to extender.linksys.com and walked through the setup wizard.
  • Advised to wait for solid green LED before relocating the unit.
Key Observations
  • Agent referred to the device as 'Linux range extender' at [08:00], a clear misstatement.
  • Mentioned 'AE9000 extender setup' at [12:00], which does not match the customer's RE9000 model.
  • No verification of internet access after solid green LED was achieved.
  • No HappyFox case number was created or referenced during the call.
  • Agent proceeded with payment collection before establishing case documentation.
Positive Highlights
  • Successfully guided the customer through a factory reset and setup wizard for the RE9000 extender.
  • Provided clear, sequential instructions for accessing extender.linksys.com and completing setup.
  • Ensured the customer observed the solid green LED, a key indicator of successful configuration.
  • Maintained control of the call and kept the customer on a single troubleshooting path without unnecessary pivoting.
Agent Errors / Gaps
  • Referred to the device as a 'Linux range extender' at [08:00], which is factually incorrect and confusing.
  • Mentioned 'AE9000 extender setup' at [12:00], introducing model confusion.
  • Did not verify actual internet connectivity after setup completion.
  • Failed to create or reference a HappyFox case number.
  • Did not explicitly document warranty lookup beyond a scripted statement.
  • Used ambiguous term 'relocate' without clarifying it meant returning the extender to its intended location after setup.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at 20:00: 'Okay, it looks like I'm connected now... solid green' and ends call satisfied with no further issues.
R2 Met Diagnostic thoroughness conf 95%
Agent guides customer through factory reset, connection to setup network, web browser access to extender.linksys.com, Wi-Fi password entry, and waiting for solid green — all aligned with KB steps.
R3 Met Correct resolution path conf 95%
Agent correctly identifies device is out of warranty, offers paid support option, and proceeds with full troubleshooting instead of dismissing the customer.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies blinking amber light as symptom, confirms main router internet is working, determines reset is needed, and follows logical setup flow.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately uses the web browser setup interface (extender.linksys.com) as the primary tool, which is the correct method per KB for RE series extenders.
T3 Met No misinformation conf 95%
All technical instructions match KB: 15–20 second reset, connecting to setup SSID, accessing extender.linksys.com, entering Wi-Fi password, waiting for solid green, distinguishing admin vs Wi-Fi password.
Communication
C1 Met Clear & professional language conf 90%
Agent sets clear expectations about warranty and paid support upfront, maintains control throughout, and guides step-by-step without losing direction.
C2 Partially Met Confirmed understanding conf 85%
Agent gives clear instructions but does not consistently confirm understanding (e.g., no verification after 'connect to setup network' or 'enter extender.linksys.com').
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case from start to finish, handles payment, performs all troubleshooting, and does not transfer or abandon the customer.
O2 Met Proactive follow-through conf 95%
Agent provides specific next steps: reset 15–20 seconds, wait for blinking amber, connect phone to setup network, access extender.linksys.com, wait for solid green, then relocate.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; customer confirms this is a new issue and no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was needed or attempted; issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologizes for lack of live support due to warranty status and remains polite, patient, and solution-focused throughout.
X2 Met Tone & rapport conf 85%
Agent adapts to customer’s preference to use phone instead of laptop and repeats instructions when needed (e.g., entering extender.linksys.com).
X3 Met Overall experience conf 90%
Agent avoids unnecessary repetition, handles payment and setup in one session, and minimizes customer effort by guiding directly to solution.
Call Transcript36 turns · 39 lines
Speaker 1
Hi, yes. I have a linksys extender an RE9000. It got disabled and I'm trying to reconnect it to my network and I'm having a problem connecting it to my network.
00:00
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. Hi, thank you for calling Linksys. This is Regina. Going to help you today.
00:00
Speaker 1
Uh, yes. Yes. Sure. It's Jim. Last name my sick M I-C-J-I-M. That's M-I-M-I-C is in Charlie E K. 302-584-7761. James J-A-M-E-S dot M I-C-E-K at gmail dot com.
01:00
Speaker 2
but is this your first time calling us for support, sir? and are you calling from the United States? may I know your first name and last name? Jay. your last name? and your callback number. and your email.
01:00
Speaker 1
Just one. Sure. It's two three. L is in Larry, one zero P is in Paul, zero five A is in apple zero zero three five seven Comcast Xfinity. Correct.
02:00
Speaker 2
Okay, now before we proceed, I really need to set expectations regarding of the warranty status of your range extender. Okay, so it indicates in our system that this device is no longer under warranty, and I really apologize that live support is no longer available. However, we have a paid support, sir, so I can still assist you for, I can give you further assistance, but you need to pay $5 and it's good for 60 minutes of troubleshooting. So would you like to proceed with the paid support? Okay. And by purchasing this service, you need also to agree that it's a one time, it's a non-fundable technical support session lasting up to 60 minutes. So if we are not able to resolve the issue or Or determined after that your range extender is defective, no refund or replacement, okay? And this paid service is for troubleshooting only, and does not include any follow-up sessions. So please give me two to three minutes. So three minutes to prepare my tools. You can also grab your credit card. Okay. Um, let me just confirm you're calling from United States, right? Again, this call is not recorded.
03:00
Speaker 1
Okay. James? My second. Correct. [REDACTED_CARD_NUMBER]. 0 8 28. 8 2 9.
05:00
Speaker 2
[silence] is added for security purposes while we are gathering your credit card information. Sir, may I know your first name on your card? J A M E S. And your last name is M Y S I C. Correct me if I'm wrong. Or my sex. Sorry. And your card number. Mhm. And the two digit expiration for month and year. And the security code of the card. [REDACTED_PAYMENT_DIGITS] Okay. So your email search James.Myc at gmail.com because I will go and [silence] So let me just send you your receipt before we proceed. So let me just send you your receipt before we proceed.
05:00
Speaker 1
I did receive it, yes. Uh, the indicator light is a blinking orange light. Um, and the problem I'm having, OK, is when I try to connect mine, I attempted to connect, I attempted to connect to the, uh, Link sys, uh, extender, setup on my phone. Um, which I was able to, but it keeps telling me that, whole on second, even though I'm able to connect to it, it's telling me that it's connecting without a, uh, internet connection.
07:00
Speaker 2
[KEEP_UNCERTAIN] check your email. If you receive the receipt that I just sent, let's begin. What have you done so far? What is the current light indicator of your range extender? And did you go ahead? Did you attempted Mhm. Go ahead. [silence] Intern. [silence]
07:00
Speaker 1
correct, how do I do that? I did, and I also unplugged it and plugged it in. okay. okay, to link sys router is blink
08:00
Speaker 2
Did you tried to to press and hold the reset button of the range extension for a few seconds? Okay, now, kindly plug the Linux range extender into a power outlet three to five feet apart from the main router.
08:00
Speaker 1
It's thinking green. Uh when I when you I tried to connect it on my own and phone. Hold on a second. and so it's blinking green on the phone but it's uh on the router but it's not it's not showing up on my phone as an available network connection. and uh Yes, yes, my my internet connection is working. Yes. It's from nc.
09:00
Speaker 2
but your main router is working, this is your main router. Is it from links? Comcast. Okay, now kindly press and hold the reset button of your range extender for 15 to 20 seconds please. [silence]
09:00
Speaker 1
Okay, I'm pressing and holding it, but it's still just blinking green.
10:00
Speaker 2
and make sure while holding the reset button the light indicator is changing. okay, keep on holding it, please. let's just save 30 seconds and let's observe the light indicator.
10:00
Speaker 1
It's still just blinking green. Okay. Okay. now it's blinking amber.
11:00
Speaker 2
Okay, so let's just wait for the light to turn blinking amber. [silence] Okay. Now, do you have a computer, a laptop?
11:00
Speaker 1
Do I need a laptop? Could I use my phone? Okay. Yeah, so I'm so I am connected to the Linksys extender set up, but it's saying connected without internet. Uh, no, I I just connected to the Wi Wi didn't.
12:00
Speaker 2
Let's just try to use your phone. So it will show the Links extender setup and the last three characters of the Links of range extenders Mac address. So using your phone, make sure it's connected to your extender's setup , yeah , OK. And is it routed to a page that says, "Welcome to AE9000 extender setup "?
12:00
Speaker 1
Nothing popped up. Okay. And what do I do? So I'm getting a note on the phone. It says you're offline. Check your connections. Okay.
13:00
Speaker 2
Okay. open a browser. open a browser. such as Google. Okay. On the address bar, enter extender.linksys.com. So e-x-t-e-n-d-e-r.linksys.com. Yeah. All that you need to do is connect with your Linksys. Did you pipe or click your Linksys extender?
13:00
Speaker 1
Okay. Um, yep, it says, welcome, LynxSys extender setup. Okay. Yep. Yep. Mm-hmm.
14:00
Speaker 2
default Wi-Fi name make sure you're not connected to the main router okay that's it now start setup and then you go to a place that shows how do you want to use your range extender wireless right so click next and then next it shows, "choose your wireless network." okay, "choose your wireless network which is your main network." and then enter the Wi-Fi password when it's prompted.
14:00
Speaker 1
Okay. It says, says connecting to the network. Okay. Okay. It says you're extended wireless networks. Correct. Correct. Correct. Yep.
15:00
Speaker 2
Okay, so let just wait until it will connect. But do not leave to that page, okay? Thank you. Okay, you can see your 2.4 and 5 gig hertz extended network. So your Wi-Fi name is the same Wi-Fi name with your network but there is an underscore E X T which means it's the network for your range extender, and also your Wi-Fi password. Okay, click Next. [silence]
15:00
Speaker 1
OK. It says your signal is OK right here. OK. I can't. OK. OK. My screen did change. It says secure your range extender. I don't know if that means anything.
16:00
Speaker 2
And then what you can see on that page that you just routed. Okay. So connect anyway. You may click on connect anyway, sir. And then let's just keep on waiting because the range extender is currently setting up. It will take two to four minutes. Let me know once it turns to solid green. Make sure it is still at green before we're going to relocate the device. To avoid any premature setup, okay? Okay, yeah. You can create your own [silence]
16:00
Speaker 1
And is that So it can't be the same as the Wi-Fi password.
17:00
Speaker 2
your admin password, by the way. And your admin password is different from your Wi-Fi password. So you're going to use your admin password just in case you're going to access the settings of the range extender. But it is actually different from the Wi-Fi password. You can, you can try to make this same with your Wi-Fi password to avoid any issues. If it will allow you to, then you can.
17:00
Speaker 1
Okay. It's allowed me to do that. It's it it. Uh huh. Uh huh. But it's still uh blinking and grave. Okay. How long is is the the set up process take? Okay. Okay.
18:00
Speaker 2
we at all for the light extender to turn solid green, because it is currently on the setup process. 3 up to 5 minutes. Just wait for the lights here to turn solid green. If it will steady green for a minute, you may now proceed to relocate the range extender.
18:00
Speaker 1
Okay, it looks like I'm connected now. When you say relocate, I don't know what that means. Okay. I yep, I I moved it to where I wanted it to be. It's a solid green. Okay.
20:00
Speaker 2
Okay, relocate the range extender. You can gather or move the range extender back to its original placement. Their location, sir, as it was. Okay, and where does the car in light. Okay, so it's me, which means it's over the setup. And you can connect to that to it. And it's WIFI name is currently detecting on the network list of your wireless devices. So is there anything else that they can help you with?
20:00
Speaker 1
Nope, that's all. Thank you very much. Okay, thank you. Thank you. Bye-bye
21:00
Speaker 2
and, You're welcome. [silence] Okay, you're welcome Sharon. And by the way, your paid support session is now complete. So we've provided troubleshooting and the issue's been resolved. So as this is one time non-refundable, further support would require a new paid session, okay? [silence] So thank you so much for your time, Jim, and have a great day. Take care. Bye. You're welcome. Bye.
21:00