Call Detail: fc1fbd2e-6018-11f1-9

← Back to comparison table

✓ Feedback submitted — thank you!

Call Start

2026-06-04 13:26

Duration

11m 21s

Contact

Nasser Kamel

Issue Type

WiFi Connectivity

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Ashley Alayon

HappyFox Case

#LTS00113794

Support Country

Saudi Arabia

Product Family

MESH SYSTEMS

CSAT

—

Sentiment Trajectory

—

Ticket subject: MBE7500_

V1 Rubric Scores

Resolution2.00/5

Accuracy1.00/5

Communication3.00/5

Protocol1.00/5

Efficiency2.00/5

Overall1.7/5

V2 Rubric Scores

Resolution0.94/5

Technical2.19/5

Communication3.75/5

Ownership3.57/5

EscalationN/A

Customer Exp3.21/5

Overall47.5% (+13.5)

V2 Grader Summary

The agent failed to resolve the solid-red extender issue due to incorrect use of the 5-press method on a non-supported RE series device, a material technical error. While ownership and basic communication were maintained, the resolution path was invalid for the product type, and root cause analysis was incomplete. The call ended without confirmed resolution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reports two of three Linksys range extenders showing solid red after ISP change from STC to Mobily. Agent incorrectly advised 5-press reset (applicable only to Cognitive Mesh devices). LEDs turned yellow but issue recurred. No model, serial, or warranty collected. No resolution achieved.

Troubleshooting Steps

Advised 5-press reset on range extenders (incorrect procedure)
Collected customer email and phone number
Provided approximate maximum distance guideline (~10 meters) for extender placement
Instructed customer to change Wi-Fi name and password via the Linksys app

Key Observations

Agent applied a 5-press reset procedure (valid only for Cognitive Mesh devices) to range extenders, which is factually incorrect and unsupported by KB.
No product model, serial number, or warranty status was collected despite the call involving hardware troubleshooting and potential RMA eligibility.
Customer reported intermittent behavior (red → green → red), indicating possible signal or pairing issue, but agent did not diagnose topology or signal strength.
Agent collected customer contact information, which supports case tracking.
No escalation, follow-up, or self-help article was offered after troubleshooting failed.

Positive Highlights

Collected customer email (nznasser.i.l.dot.dha.bab) and confirmed phone number (ending in 40), supporting case documentation [transcript: 03:56–05:02].
Acknowledged LED state changes and attempted to guide based on visual feedback [transcript: 03:08–03:10].
Provided basic instruction on changing Wi-Fi name and password via the app (three-line menu → Wi-Fi Settings) [transcript: 10:07–10:22].
Attempted to give practical placement advice, albeit approximate, for extender spacing [transcript: 08:02–08:26].

Agent Errors / Gaps

Provided factually incorrect reset procedure: 5-press reset is not supported on range extenders (RE series); only Cognitive Mesh devices (LN, MX6200, MBE7000) use this method [transcript: 02:51–03:08].
Failed to identify or confirm product model, which is critical for accurate troubleshooting of range extenders [transcript: no model mentioned].
Did not verify warranty status or discuss support eligibility, missing a key protocol step for hardware issue handling.
Did not confirm whether the LED state change (red → yellow) indicated progress or stability before moving on [transcript: 03:08–03:10].
Provided vague placement guidance without referencing signal strength, mesh topology, or app-based diagnostics [transcript: 08:02–08:26].
Ended call without confirming resolution, offering escalation, or providing a KB article or email follow-up.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 95%

Customer reported all three extenders had solid red lights; after attempted reset, one turned yellow then cycled between green and red — issue not resolved.

R2 Partially Met Diagnostic thoroughness conf 85%

Agent suggested moving extenders closer and performed a reset attempt, but did not verify WAN connection, check for firmware updates, or confirm ISP compatibility — key diagnostic steps skipped.

R3 Not Met Correct resolution path conf 95%

Agent applied the 5-press method, which is documented only for Velop/MX/MR mesh systems — not valid for RE series range extenders; used incorrect resolution path for product type.

Technical Accuracy

T1 Partially Met Technically accurate info conf 80%

Agent identified solid red LED symptom and asked about light state, but failed to investigate root cause (e.g., WAN connectivity, ISP change impact, firmware) with targeted questions.

T2 Met Appropriate tools / resources used conf 75%

Issue was device-level (extender offline); no remote tools or admin access were feasible given customer’s inability to connect — agent relied on physical reset, appropriate for scenario.

T3 Not Met No misinformation conf 95%

Agent instructed 'press reset five times quickly' — this is incorrect for RE series; correct method is 10–20 seconds hold until LED flashes red and turns off (per universal_factory_reset.md).

Communication

C1 Partially Met Clear & professional language conf 80%

Agent maintained basic control and gave sequential steps, but interaction lacked clear structure, had disjointed transitions, and no initial framing of plan.

C2 Met Confirmed understanding conf 85%

Agent used simple, accessible language and responded directly to customer questions without technical jargon, adapting to customer’s non-native English.

Customer Ownership

O1 Met Ownership & empathy conf 90%

Agent stayed on the call, attempted troubleshooting, and did not transfer or disengage — demonstrated ownership despite technical missteps.

O2 Partially Met Proactive follow-through conf 75%

Agent advised to move extenders one at a time but did not set a clear timeline or confirm follow-up; no callback or case update commitment made.

O3 Partially Met Closure confirmation conf 70%

Agent asked if it was first contact and acknowledged prior attempts, but did not reference any prior case details or avoid re-asking basic info.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was performed and none was warranted — issue remained at L1 troubleshooting stage.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred; therefore execution cannot be assessed.

Customer Experience

X1 Partially Met Customer effort minimised conf 75%

Agent did not explicitly acknowledge frustration over multiple calls, but used polite tone and reassurance ('God willing, it will be fine') which may reflect cultural empathy norms.

X2 Met Tone & rapport conf 80%

Agent matched customer’s pace, used short confirmations, and adjusted to interruptions; maintained engagement throughout despite communication gaps.

X3 Partially Met Overall experience conf 75%

Agent collected email unnecessarily during troubleshooting — but otherwise avoided repetition and streamlined steps where possible.

Call Transcript45 turns · 71 lines

Speaker 2

شكراً لاتصالك بالدعم الفني للينكسيس. للاستمرار باللغة العربية، اضغط 1. شكراً لتطلب دعم الفني للينكسيس. عميلنا العزيز، يرجى ملاحظة أن مواعيد العمل لدى مركز الدعم الفني قد تغيرت. ساعة العمل من الاثنين إلى الخميس من العاشرة صباحاً إلى السابعة مساءاً بالتوقيت المحلي. أيام الجمعة من العاشرة صباحاً إلى الحادية عشر ونصف ظهراً، ومن الثانية عشر ونصف ظهراً إلى السابعة مساءاً. مكاتبنا تكون مغلقة أيام السبت والأحد وأثناء العطولات الرسمية. للدعم الفني، اضغط 1. لمعلومات عن الضمان أو أسئلة عن طلبات الاسترجاع، اضغط 2. إذا كنت بحاجة إلى مساعدة في إعداد المودم أو جهاز التوجيه الخاص بك، قد تكون هناك حاجة. إذا كنت بحاجة إلى اسم المستخدم وكلمة المرور، إذا لم يكن لديك اسم المستخدم وكلمة المرور، يرجى الاتصال بمزاوض خدمة الإنترنت الخاص بك، والاتصال بينهما وراء أخرى بعد الحصول على المعلومات المطلوبة.