V2 Rubric Detail — fb99048e-6435-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:04
Duration
20m 4s
Contact
No Name
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132820
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device 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.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical information (wrong URL: 'http:/.extender.linstagcom') and misrepresented support policy, derailing resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue due to incorrect technical guidance, improper limitation of support based on warranty status, and lack of empathy or ownership. Despite some troubleshooting effort, the interaction resulted in high customer effort and no resolution, with a critical accuracy failure on the setup URL.

V1 Case Analysis

Customer unable to reset RE6300 extender; agent provided incorrect URL (http://extender.linstagcom), failed to verify reset completion, offered paid support, and promised email instructions. No resolution confirmed.

Troubleshooting Steps
  • Collected serial number
  • Confirmed out-of-warranty status
  • Guided customer through hardware reset using paperclip
  • Directed customer to incorrect setup URL (http://extender.linstagcom)
  • Suggested use of 192.168.1.1 after customer found correct path
  • Offered paid support and then email instructions
Key Observations
  • Agent provided a materially incorrect and potentially unsafe URL: 'http://extender.linstagcom' at [14:00], which is not a valid Linksys domain.
  • Paid support was offered at [15:00] before confirming reset success or guiding through standard self-setup flow.
  • Customer independently discovered correct setup path via extender.linksys.com and 192.168.1.1, not agent guidance.
  • No verification of factory-default LED behavior for RE6300 after reset; agent assumed failure prematurely at [10:00].
  • Agent failed to recognize that customer had successfully connected to 'Linksys Extender Setup' SSID at [16:00], indicating reset likely succeeded.
Positive Highlights
  • Collected serial number from customer at [02:00], enabling warranty verification.
  • Confirmed device was out of warranty based on serial number lookup.
  • Correctly advised using a paperclip for reset and waiting for startup before pressing reset button at [04:00].
  • Recognized that extender must be reset before joining a new network at [09:00].
  • Recommended moving extender closer to router for setup at [19:00], which is correct best practice.
  • Offered to email step-by-step instructions after customer declined paid support.
Agent Errors / Gaps
  • Provided wrong and potentially unsafe setup URL: 'http://extender.linstagcom' at [14:00].
  • Did not confirm reset success by referencing correct LED behavior for RE6300 model.
  • Pushed paid support prematurely at [15:00] before exhausting free, standard troubleshooting steps.
  • Failed to acknowledge or build on customer's successful connection to 'Linksys Extender Setup' network at [16:00].
  • Did not provide correct local setup URL (http://extender.linksys.com) or default IP (192.168.1.1) until after customer found it independently.
  • Gave vague reset duration (10–20 seconds) without model-specific guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not confirm successful reset or setup completion; customer remained stuck on setup page with connectivity warnings and no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent guided reset button press and suggested waiting, but failed to verify LED behavior, confirm connection to extender's Wi-Fi, or troubleshoot setup page access issues.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly limited support due to out-of-warranty status, offering only paid help or email, violating OOW best-effort standard requiring full troubleshooting attempt.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent asked for serial number and LED status, but missed key diagnostics like checking current Wi-Fi list, power-cycling, or verifying IP assignment via router.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent relied solely on verbal instructions without using tools like router DHCP table to locate extender IP or verify connectivity, though no remote access was possible.
T3 Not Met No misinformation conf 98%
Agent provided incorrect URL 'http:/.extender.linstagcom', misstated warranty policy, and gave vague setup guidance inconsistent with KB documentation.
Communication
C1 Not Met Clear & professional language conf 95%
No clear framing, structure, or transitions; agent drifted between topics without maintaining control or summarizing progress.
C2 Partially Met Confirmed understanding conf 91%
Agent used understandable terms but included filler phrases and did not confirm understanding after critical steps like reset or network connection.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned case by offering paid support or email instead of resolving issue; no commitment to follow-up beyond sending steps.
O2 Not Met Proactive follow-through conf 94%
No specific next steps or timeline given; only offered email or paid support without ownership of outcome.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation trigger present; issue was within L1 scope (reset and setup), and agent made appropriate decision not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted; category excluded per rubric rules.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledged customer frustration, repeated attempts, or inconvenience; entirely transactional tone throughout.
X2 Not Met Tone & rapport conf 95%
Agent maintained rigid, procedural tone despite customer confusion and repeated reset failures; no adaptation to emotional state or pace.
X3 Not Met Overall experience conf 96%
Customer repeated serial number, reset attempts, and connection status multiple times; agent re-asked basic questions unnecessarily.
Call Transcript40 turns · 40 lines
Speaker 1
[silence] Yeah, thank you. I have uma A printer that's uh not wireless, but I'm told that um I can connect to my uh home's wireless.
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 registered.Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products paid support may please have your devices 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. Hello, and thank you for calling Linksys technical support. This is charm. How can I assist you with today?
00:00
Speaker 1
wireless network by using a Linus re 5300. And so I have the RE6300, which had been set up previously. So, when I try to connect to it, instead of the Linus extender setup, wizard or whatever that is, what I get is the name of the old network, which doesn't exist anymore. So I'm wondering how to reset it. I've held the reset button in for 20, 30 seconds and it doesn't respond. My Mac keeps detecting it as this name of this old [silence] network. I'll have to unplug it to do that. I'm blinking blinking.
01:00
Speaker 2
Yes, please, ma'am. Ah, adhere? Can you provide us real number of this extender that you have, sir? And before you unplug it, sir, what's the light status of your extender?
01:00
Speaker 1
You there you there? Hello yeah and you want me to unplug it and look at the Serial number okay well it's on the back here hold on for a minute it's not a new device and I've had it for a while so but I haven't I stopped using it because we with our new setup we don't need it but I'm just trying to use it again that so I can print uh wirelessly so the serial number is one 7x as in X-ray one one P as in Paul 08703581 [silence]
02:00
Speaker 2
linking orange. Yes, sir. I'm still here. And so that's linking orange. Yes, please. And you didn't. Mm-hmm.
02:00
Speaker 1
And all I wanna do is just reset it, so I can set it up again. It does- No, it just shows up as the name of the old network that it used to be connected to. [silence] And I've tried pressing the reset button for, you know, 30 seconds, and it just doesn't seem to do anything. There's there's a button above the reset place. What does that gray button do? Oh, I see, I see. Okay, okay, okay. Okay. A paper clip. [silence]
03:00
Speaker 2
Got it. A moment here. And you could not find the link setup on your.. share? Under your Wi-Fi? [silence] Here one moment here. Here. it's the... Has a label. Sorry, you can just connect it directly without using a password, you just simply press that one, unplug your device, have... WPS all right, and what did you use to... pressed the reset button Sir? Did you use a pen?
03:00
Speaker 1
and I could feel the button to press so [silence] I've tried it both ways. I can plug it back in again and try it again if you'd like. Okay. Yep. Okay. It's plugged back in now and it's starting up. [silence]
04:00
Speaker 2
Paper clip. When you reset this, is it plugged into the power source? Yes, please. Plug it in, and then wait for about one to two minutes until it's done starting up then press the reset button afterwards. Let's wait for about a minute or two.
04:00
Speaker 1
With the new router we have, we no longer needed the range extender because we can connect anywhere in the house to a new router, but it's in a different network name and the same password, the different network name. And the only reason we want to use the links is just so that I can wirelessly print. Okay, it's got a blinking yellow light now. Yeah, I'm I'm using a paperclip and I can feel the button to press. [silence]
05:00
Speaker 2
Mhm. I see that. Alright. So, yeah, can you press the reset button, sir? Using a pen? Or if you have any pointed objects?
05:00
Speaker 1
I, I'm pressing very hard. It's uh hard enough. I feel it, uh, I feel the button move. And it's still blinking yellow light. I mean, how long do you have to hold the button down? Well, it's been that already and I'm still getting the blinking light. And if I go back to my Mac and I select networks, it's going to show up as the old network. Now I can, I can connect to it with my Mac and uh reset it that can I reset it that way? Okay, well I've been holding it since you and I have been, you know, it's, it's, it's not doing anything.
06:00
Speaker 2
All right, and you press it harder, correct? All right, closing the. should be 10 to 20 seconds. I don't see. Um, no, sorry, you need to press the reset button, forget to reset it.
06:00
Speaker 1
It's supposed to do when it resets. No, the light's not turning off. [silence] Light's not turning off. Well, the paper clip is working just fine. I actually feel the button go down. I, I do, I have a pen? I don't know. I mean, I have a pen. Sure. Will the pen reach it? I don't know. I mean, it's close to the, it's close, it's near the ceiling now, so it's hard to get the pen in above it. Hold on for a minute. There's no other way to reset this. Okay, let me just see if this pen will work. [silence]
07:00
Speaker 2
It should the light should turn up, sir. and it will go back. and can you use other objects, sir? like do you have any pen that you can use to press it? Alright. no, sir. you need to press it manually.
07:00
Speaker 1
I could try a pen. Hold on. Let me, let me. I gotta plug it in somewhere else where I can... You find an available plug. Okay, well, here's a plug. Okay, it's plugged in again to a different plug. I guess we'll have to wait for the light to go on. [silence]
08:00
Speaker 2
all right yes sir let's wait for a minute
08:00
Speaker 1
[silence] If I can't reset it, maybe I can, you know, uh, try to connect it to the other network, the new network. [silence] So it has to be reset to connect to the new one. Okay. The blinking orange light is on. Now you want me to push it with a pen? [silence] I don't think it's doing anything. I don't feel any resistance or anything.
09:00
Speaker 2
You cannot connect it to the other network. Sir, if you cannot reset that one, then it will still copy your old network. Yes, sir. [silence] Yes, please.
09:00
Speaker 1
I think the paper clip is working much better. Okay, it's not doing it with the pen, but the pen isn't pushing the button. I don't think the pen even reaches the button, but the paperclip does. I can feel it. Okay. It's down. I feel the button click. It's down. Okay. The light went, the light went out, the light went out. Now, do I let the button go? Okay. Okay.
10:00
Speaker 2
Because if the device won't reset, Sir, uh, it means that it's not responding. So there might be some hardware issue with that extender that you have. [silence] All right. So still the light is not just fine. All right. Release? Yes, please. And let's wait Sir for [silence]
10:00
Speaker 1
OKAY. So, this time, I think it did reset. And I'm waiting for the light. Still waiting for the light. Here it is.
11:00
Speaker 2
Okay. About two to three minutes until it's done, starting up, the light will go back.
11:00
Speaker 1
There's a blinking orange light now. [silence] Yeah, hold on. Let me connect to I'm on a Mac. Let me connect to uh, Wi-Fi system settings uh. Wi-Fi. Okay. I see our home network. I see other networks, Apple I, Xfinity mobile, Xfinity Wi-Fi. Uh, I do not see the name of the device. I don't see linksys. Okay. [silence] Your device is still blinking orange. [silence] Now there is an other setting and I can, you know,
12:00
Speaker 2
All right, let's give it a minute or two, and let's try to check your phones or your any device that you have, and see if you can find the extender name, the linksys extender name. All right. All right, let's wait for a minute or two.
12:00
Speaker 1
and see if it's under other other network name security password show password no nothing there um is there a linksys utility that will help it connect or anything like that um wait a minute let's see no no i have apple wifi that's the only network so i see yeah uh wi-fi okay wi-fi is off wi-fi is on it is doing a search now it shows my home network my iphone linkstats extender set up
13:00
Speaker 2
Try to turn on, I tried to turn off and on your Wi-Fi. [silence]
13:00
Speaker 1
Good. Now I'll hit connect. [silence] Okay, now it's checked and it shows it's connected. So now how do I set it up? [silence] How do I know what IP? how do I know what IP address it is? Yep. [silence] extender.linksys.com. Let me. It says. You're not connected to the range extender's network we can help. Setup range extender. [silence]
14:00
Speaker 2
Yes, that's the one sir, and then you can set it up. Yes. All right, so for you to set it up, sir, you need to access the IP address of this extender that you have, and then open it on your browser. Um use the, or simply just type in http:/.extender.linstagcom. Yes. Yeah, sir, just follow the steps.
14:00
Speaker 1
yes [silence] okay let me just say I'm I'm I'm I'm I'm on extender.linksys.com as you instructed. [silence] and I hit that and and and I say you're not connected to the range extender's network. yet we can help. So, I say, setup range extender, I put in the model and it says connect your range extender. Be sure the range extender is plugged in go to your device's wireless manager and be sure that you
15:00
Speaker 2
And with regards to this one sir, since upon checking here, your device was already out of warranty, I could not provide more troubleshooting steps over the phone. However, if you insist, I can provide you one-time technical support, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, if you don't want to proceed with the payment sir, what I can do here is I could send you an email instead on how to set it up yourself. And also, you may consider trying our Lexus AI agent for guidance, and it is free of charge. Which one would you prefer? Mhm.
15:00
Speaker 1
you're connected to a extender setup and once connected, reload Extender Linksys. com in your browser and follow the on-screen instructions. And there are no on-screen instructions. Well, I believe so yes. It's it's It says eh extender extender.linksys.com slash pound slash 100, 150 slash 200 B. And I'm on an instruction page that says choose your range extender. That's indicated Connect your range extender network. Be sure the range extender is plugged in and the LED is blinking amber. [silence]
16:00
Speaker 2
right so and you're still connected to the linkspace extender setup correct Wi-Fi Anurag Fernandez.
16:00
Speaker 1
Yes. It is. and then go to your devices wireless network manager and be sure that you're connected to a linsys extender setup. Let me look one more time. system settings. I am connected to linsys extender setup. 8A. 1. It shows connected. uh. and then 192. 168 1. 1. Okay, welcome to RE600 extender setup. I accept the license. start setup. [silence]
17:00
Speaker 2
How about you use the 192.168.1.1? All right. So yeah, that's the time, sir. And that's the only thing that I could provide to you, the steps that I could provide to you. Just follow the setup
17:00
Speaker 1
wireless range extender, okay. Yeah, so I want to, I want, I, I want to set it up as a wireless range extender. Is that right? It says it has to be wired. Next, looking for networks. Two VWS. Enter the password. Next. Connecting to the network. Are you still there? Did I lose you? Yeah, it's connecting. It's trying to connect to the network now. This spinning wheel. How long.
18:00
Speaker 2
do you do you uh, yes, all right. All right. So do you want me to send the step-by-step? Processor. Yes, sir.
18:00
Speaker 1
and hesitate to connect to network. Oh always it's upstairs. Okay okay. So I could just plug it, unplug it and carry it downstairs and plug it in near the router. And okay. And then do I have to go through those links to set up uh steps again? Okay, thank you. Yeah, thanks. [silence]
19:00
Speaker 2
How far is it from your router? sir. Okay. Because you need to move it closer to the router, sir, like about three to six feet away for you to set it up. You have to put it somewhere... Yes, sir. Next to the router. Yes, sir. Yes, sir. You need to. And if it doesn't work, then you need to reset the device again and then set it up again. All right. Thank you so much also, sir. Have a good one. Bye for now. [silence]
19:00