V2 Rubric Detail — 050a68be-7ade-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 15:02
Duration
7m 40s
Contact
Cynthia W Komlo
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00019530
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: connecting printer to the network

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.0/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.43/5
Overall53.3% (-6.7)

V2 Grader Summary

The agent provided correct procedural guidance for changing security modes via myrouter.local, but committed a material technical error by incorrectly stating that the MX6200 (Intelligent Mesh) is online when showing a solid white light, which the KB associates with Cognitive Mesh. The interaction lacked resolution verification and empathy, resulting in a partial resolution.

V1 Case Analysis

Customer with MX6200 Cognitive Mesh system wanted to change Wi-Fi security mode and clarify node LED status. Agent advised accessing router via myrouter.local (incorrect URL for MX6200) and changing security mode in Wi-Fi settings. Correctly explained solid white LED indicates online status for MX6200 nodes. Customer did not confirm if the security mode change was completed.

Troubleshooting Steps
  • Confirmed model MX6200 with three nodes
  • Advised accessing router web UI via myrouter.local (incorrect URL for MX6200)
  • Guided to Wi-Fi Settings to change security mode (WPA2 Personal)
  • Explained solid white LED indicates node is online for MX6200
Key Observations
  • Agent provided incorrect router access URL (myrouter.local) for MX6200 Cognitive Mesh model - correct URL is myrouter.info per KB documentation
  • Agent correctly explained node LED status specific to MX6200 (solid white = online)
  • Agent did not verify whether the customer completed the security mode change before ending the call
  • Agent offered both web UI and app options for changing Wi-Fi settings, improving accessibility
Positive Highlights
  • Confirmed device model early in the conversation (MX6200)
  • Correctly explained node LED status specific to MX6200 (solid white = online)
  • Offered both web UI and app options for changing Wi-Fi settings
  • Maintained clear and professional communication throughout
Agent Errors / Gaps
  • Provided wrong router access URL (myrouter.local) for MX6200 - correct URL is myrouter.info per spnm_wireless_ui_guide.md and universal_password_login.md
  • Did not confirm completion of the security mode change before call termination

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed whether the customer successfully changed the security mode or resolved the node light issue; no verification of resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent gave basic steps (access myrouter.local, change WPA2) but did not troubleshoot connectivity barriers (e.g., why customer couldn't access web interface), verify password accuracy, or confirm device compatibility.
R3 Met Correct resolution path conf 95%
Directing customer to local web UI to change security settings is correct path for MX6200 configuration issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified need to change security mode but failed to ask diagnostic questions (e.g., current settings, device compatibility, access issues) or determine root cause of node lights.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly recommended using myrouter.local — the appropriate local web interface tool for this model and task.
T3 Not Met No misinformation conf 100%
Agent stated that for MX6200 models, solid white means it is online. This is contradicted by the KB: universal_password_login.md and universal_5press_models.md categorize MX6200 as Intelligent Mesh, and the agent himself admits Intelligent Mesh nodes are solid blue when online, while solid white is for Cognitive Mesh. Telling the customer the MX6200 is online when white is a material factual error.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but allowed multiple silences, did not set expectations, and failed to manage customer confusion about steps and node status.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions, and adapted to customer’s lack of technical familiarity.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on call, attempted resolution, and did not transfer unnecessarily.
O2 Partially Met Proactive follow-through conf 85%
Agent gave action steps but did not establish follow-up plan, timeline, or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted for this configuration inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent failed to acknowledge customer’s expressed difficulty ('this is not my area of expertise') or frustration with prior troubleshooting efforts.
X2 Not Met Tone & rapport conf 90%
Agent maintained scripted tone without adapting to customer’s emotional state or pacing; missed cues of anxiety and confusion.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition and gave direct instructions based on known information (model, issue).
Call Transcript14 turns · 15 lines
Speaker 1
Oh, great. You're going to ask me for information I don't have right on hand. Okay, I had our phone company had to install a new modem and somehow, I just called them and the modem, we can no longer print Wi-Fi.
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. Hi, I think it's a calling links. This is joy, who can help you today? Mhm. Thank you. Okay, um, Just to verify, this is Miss Cynthia W. Comelo, if I pronounced it correctly? [silence]
00:00
Speaker 1
oh, uh, uh, uh, yeah, so that would be four total, yes. okay. okay. hang on. too many steps. I'm going to have to write this down, I go, and then the, and then the, I was going
02:00
Speaker 2
Okay and you have the MX6200 in three nodes, right? That's your device? Okay So for that one, ma'am, if you wanted to change your security mode, you just have to access the settings of the router If you have the link this up You can change it there, but for specific band, um, just visit the website myrouter.local and then log in using the router password and go to Wi-Fi settings then there you can change the settings of your your routing, including the security mode. Okay
02:00
Speaker 1
Search engine, I type in what? I have the app but I want to just write this down just in case. Okay. Search engine. Web address, yeah. Web address, okay. My router.local. Oh, okay. Okay. Uh-huh. [silence]
03:00
Speaker 2
Okay, so on the web interface, make sure to type it in on the web address bar, not on the search bar. So yeah, so the website is my router dot local. So sometimes if you access that one, it will give you like a security warning, but just bypass that one and just proceed with the site and then login using your router password and then after that just go to Wi-Fi settings to change your Wi-Fi security mode for 2.4 gigahertz or 5 gigahertz.
03:00
Speaker 1
I don't know. I'm really... this is not my area of expertise. Okay. So I go until I see Wi-Fi settings, change Wi-Fi mode to WPAT... A2 I mean. Personal. Okay. Yeah, 'cause I have a new password. Okay. Do I have to unplug anything like to reboot or anything? Okay. Okay. So, can I do this from the Lexus LinkSys app or do I have to go on my laptop?
04:00
Speaker 2
5 gigahertz network band if you have separate networks, but okay. Yeah. WPA2 personal, then just hit apply. Mm. Okay, I see. No need to unplug anything. No need. Just visit that site then just change or manage your network there. Um, yeah, you can also do it on the Linksys app.
04:00
Speaker 1
Okay. Do it on the laptop, you said? Okay, okay. Yeah, cuz for a long time, I only have two nodes that are working on Lynx and it's been frustrating that I told everyone don't unplug the mother node because they told me don't do that. But it it it suddenly went white on its own. So, out of the four, I only have two that are blue, and the mother one is white. So I'm going to have to go through that whole process of figuring out how to get them all blue again.
05:00
Speaker 2
uh still under W-Fi settings yes but um uh if it won't work I suggest you try you do it on the web interface instead on your laptop okay okay okay oh um all of them are the same model or a different model? [silence]
05:00
Speaker 1
um I don't I don't know [silence] Oh solid white mean it's online?
06:00
Speaker 2
because yeah, I just wanted to ask that one because the Mexican, 200 models, uh if it's solid white, that means it's online. That's a Cognitive Mesh and for our intelligent mesh, those are the mesh, nodes that are solid blue when online. So they have different light status. Mm-hmm. Yes, for the MX6200 models. Yeah, so it. Mm-hmm. Okay.
06:00
Speaker 1
like the old days, but I guess not. No, because this one looks exactly the same as the mother and it's white. Yeah. So maybe they're all working properly. Oh, yay. I can't tell you how long this has been hanging over my head, cuz I'm like, I don't want to spend a full day on the phone fixing all that. So good news, very good news. Okay. Thank you. Okay, take care. I think that's all. You too. Bye bye.
07:00
Speaker 2
Yes. Yeah. So. scissors. Yes. Okay, you're welcome. So, you too have a good day. Okay. So,
07:00