V2 Rubric Detail — 08a18b6a-7bbf-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 17:53
Duration
39m 33s
Contact
No name No last name
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136571
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall14.6% (-5.4)

V2 Grader Summary

The agent failed to use the required local admin UI for diagnostics and provided unsupported technical advice regarding 'MAC cloning' for the MX4200. Although the 5-press method was correctly identified as applicable to the model, the lack of a logical diagnostic process and poor communication left the customer unresolved.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call with 'says no internet' and unresolved setup; no confirmation of working internet or completed setup.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested power cycle, hard-wire test, MAC address lookup, and reset attempts — but steps were disorganized and lacked logical flow.
R3 Partially Met Correct resolution path conf 80%
Agent moved toward 5-press reset, which is valid for MX4200, but did not explain limitations or confirm if device was in-warranty or eligible for support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified red/purple LED and no internet, but failed to ask key questions about WAN LED status, modem model, or prior configuration.
T2 Not Met Appropriate tools / resources used conf 90%
Agent never accessed or directed customer to router UI (192.168.1.1 or myrouter.local) — a required tool for diagnosing setup state, firmware, or MAC clone settings.
T3 Not Met No misinformation conf 90%
Agent recommended 'MAC clone' for an MX4200; this feature is not mentioned in any provided KB for this model and is a material inaccuracy. While 5-press is valid for MX4200, the overall technical guidance was contradictory and unsupported.
Communication
C1 Not Met Clear & professional language conf 90%
Agent allowed long silences, did not set agenda, and lost control when customer became overwhelmed; no clear transitions between steps.
C2 Not Met Confirmed understanding conf 90%
Agent used unclear terms like 'Mac clone' without explanation; failed to confirm understanding or adapt to customer’s confusion about Wi-Fi names and passwords.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent told customer to 'call us back later' instead of owning the case; no commitment to follow up or track progress.
O2 Not Met Proactive follow-through conf 90%
No specific next step or timeline given — only 'you can call us' with no callback commitment or expected resolution window.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage — issue was still being actively worked.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy for customer’s stress or time pressure; interaction remained transactional despite customer mentioning kids arriving.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or tone to customer’s confusion; repeated unclear instructions without checking comprehension.
X3 Not Met Overall experience conf 90%
Customer had to repeat actions (e.g., reconnecting cables), perform complex steps (MAC lookup), and was not guided efficiently through setup.
Call Transcript56 turns · 62 lines
Speaker 1
Pardon me. Hello. Hi. I have, um, some old Wi-Fi [silence] routers that I never use. Spectrum told me to use theirs, and then when the Spectrum guy came out, he's like, "You have these [silence] Linksys, they're way better than ours." [silence] So I'm trying to [silence]
00:00
Speaker 2
Welcome to Linx'es 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 Me. How can I help you? This is Me. [silence]
00:00
Speaker 1
set them up and maybe they're just too old. They're like five years old. Can you hear me? okay. Yes. 38 UU10M 30 M 3 C A 19097 and the other one is it's okay. Yeah
01:00
Speaker 2
yes, I can. And what's the tender or can you have the serial number of the linkages device you're referring to? Okay. So you have a total of two packs. Let me check if I will have. Okay, model number is MX 4200, okay. And what's your concern about this device? What's the problem?
01:00
Speaker 1
Okay. So right now, they're both solid blue. They just turned both solid blue. Oh, nope. Then the other one just turned solid red.
03:00
Speaker 2
All right, so yup, this main one right now this main router you have, what's the light status? Is it solid red?
03:00
Speaker 1
The main one, the one, oh, and now, the other one just blinks solid red. No. Solid red. Yeah. Can I see my original what? Yeah, the router, the router is working. The or the modem is working. I can see it, and it's connected by the ethernet cord, and it's connected back to the from the modem.
04:00
Speaker 2
okay 10 nine eight seven six five four three two one is it back to blue now it stays red okay can you still see your original wi-fi broadcasting your original wi-fi that is created to the router wands still working
04:00
Speaker 1
to this router. It's connected. Yeah, solid red. A what? No. Oh, well, the internet is yeah, my computer is okay, the modem shows it as being connected. Can you see that? Uh-huh, I can see now.
05:00
Speaker 2
Okay. And the light stays right. You can try to... Mm-hmm. Did you already try doing a boot up sequence? We're calling us a boot up sequence. So... Okay. That's one thing that you can try. Aside from that, if you have a computer that can be hard wired, you can wire it directly to the modem just to see if the internet is still working from the end.
05:00
Speaker 1
Connected to my computer. That's right here. I don't see the plug for the Ethernet cord. I mean, I can plug it to the old modem. The old one that was working before and see if it works. Oh, but I have to in a little while because it hasn't recognized it yet. All right. I am trying my old spectrum Wi-Fi router, but the money is it's back on, it's not working. Because I told me it won't work unless you undo the other one and put in the other one. So, let me see. up until now, yes. Yes. No. [silence]
06:00
Speaker 2
okay, so yeah, you, what you're checking right now is actually, um, because your router still has a red light, rather red light, correct? Up until now. Okay. And uh, that's really the original parent node. You did not accidentally interchange, okay.
07:00
Speaker 1
no, these two these two came together. I tried to use them a long time ago and I said, well, it doesn't get very good thing. So, Spectrum said, oh, well, that's because you're using LinkSYS, you need to use our Wi-Fi router and the guy that came out today to mess with stuff said, no way. You don't need a Spectrum router. These LinkSYS ones are better. So, I once again, tried to do them. But I'm saying if it's working.
08:00
Speaker 2
So. Mm hmm
08:00
Speaker 1
Yeah, so it's working. I have Wi-Fi through the old one. The spectrum one. and it shows right on my phone. Yeah, it's not working. into what spectrum? I did from, I plugged in from the modem into the spectrum router and it came back on after I turned it back on, but it did not, if I do it from the spectrum modem to the Linksys router, it doesn't, it's not recognizing it or whatever. I don't know if it's recognizing or not, but I'll try it again.
09:00
Speaker 2
right but for lakes that you plug in the old router that you have from spectrum try it one more time it's not then we need to have a
09:00
Speaker 1
A computer that can be hardwired. I mean does every computer have the ability to be hardwired? I have a Mac and I don't feel like there's a spot to put in a cord that big. Let me look. I have it like right next to here. Oh, wait. Okay, let's see if it'll fit here. All right. Okay. I have it. Okay. Okay. Okay with ethernet cord. No I've connected the modem with an ethernet cord to my desktop Mac. I'll have to see if it's working. Be back. [silence]
10:00
Speaker 2
Okay, you mean to say, uh, modem, uh, modem directly to your computer? Or you re-hook everything back the way it was.
11:00
Speaker 1
The modem is, is, um, coming back up.
12:00
Speaker 2
How is it? Is it breaking or not? [silence]
12:00
Speaker 1
not yet, I only need three blinking lights on the spectrum modem, I mean three solid lights on two. [silence]
13:00
Speaker 2
You can't visit any WebSITE still.
13:00
Speaker 1
Okay, well, I haven't given it long enough. It's got two solid. It has to have three. The modem's got two right now. Let me see if I go.
14:00
Speaker 2
e average there's still no internet. Seems like you can both on online with the old router then Mac long is really needs to be done and that's only possible if there's a computer that can be hardwired. I'm
14:00
Speaker 1
maybe don't work. um it's working. the hard-wired computer is working. so how do I do whatever it is you wanted me to do? Can you hear me. Okay. So what do you want me to do now? It did. And then you just had and you just had me connected to my computer and it's working on my computer, hard wired from the modem to the computer with an ether net and it is working. Mac.
15:00
Speaker 2
Yep, I can. Yeah, we did already proper boot up sequence, but it did not work. We need to just to confirm your ethernet is working when you plug in the old router. Correct. We're with able to directly to the modem. Right now? Yes. Good. Now do this. Is this a Windows computer or Mac?
16:00
Speaker 1
private
17:00
Speaker 2
Okay, there's an Apple icon there on the upper left, click that, on the main, and then go to preference, Yes, and go to network after. um and then under network double click there their ethernet,
17:00
Speaker 1
I see advanced, I don't see more. For what? There's a configure number, there's but what kind of number am I looking for? Router number? Subnet mask. [silence]
18:00
Speaker 2
OKay. So, for the ether net, can you see more on the lower right side of the page more. We need to know the MAC address, so it's under the Ethernet. Um, yeah, try to click advance and check if there is a number. The real number, uh, I mean MAC computer MAC numbers. It's the MAC numbers, amazing. Combination of numbers and letters, actually.
18:00
Speaker 1
Like, [silence] Ethernet and Wi-Fi settings. [silence] An IP address? [silence] No. Oh, Ethernet is currently active and has an IP address. Is that what you want? No. [silence] Let me see, [silence] MAC. [silence] regular.
19:00
Speaker 2
And it's under Ethernet, wi-fi setting. It's like this your computer is hardwired to the modem now. So we need to get the internet Mac address. And to do that on the computer you already clicked system preferences, network and then Ethernet After. There should be on the lower right side. Almost. Aside from IP address. The Mac address instead. Mac. is sometimes under. [silence]
19:00
Speaker 1
Mac address. Is that what you want? Well, I'm under Ethernet, and then I have hardware, and then it says Mac address. It says Mac... Okay, so that Mac address is 10 colon DD colon B1 colon EE colon FA colon 2E. So disconnect the Ethernet from my computer and put it to the links this.
20:00
Speaker 2
Yeah, for your internet. Exactly. Uh huh. Uh huh. Okay. So you can now connect links, uh, uh sis directly to the modem. Now we'll do Mac clone. Ah, yeah, but before that, can I have the IP address, please? What's the IP address? I
20:00
Speaker 1
IP, okay, let me go back over here. IP address 7.6.174.1.252.
21:00
Speaker 2
Okay, thank you. So you may now disconnect the computer from the modem and wire it instead directly to links. intern perpet.
21:00
Speaker 1
And where's the? [silence] for one's bring blinking blue and one is blinking red. That's the one that's straight to the uh, to the ethernet. Uh-huh. Okay.
22:00
Speaker 2
uh the blinking blue node which one is that modem um for the child node that is blinking red uh you can press and hold its reset button um
22:00
Speaker 1
Okay. Oh. Oh, now it's blinking blue. The main node.
23:00
Speaker 2
Just keep holding it until the light goes off. Let go after. Yep. And for the node that this wired directly to the modem on which one, the extender or the main node? OK, so you can now connect your computer to its Wi-Fi.
23:00
Speaker 1
Can I still see, where am I supposed to, I don't know what it's called. Velop. Here it is. So that's gotta be it. It's gotta be velop setup B91 or the one that I used before for spectrum. Which one? The velop setup one. That's what this says on here. Velop setup ABA. No, that's velop setup that's a different one. It's not there. Oh, wait. B91.
24:00
Speaker 2
Can you still see the Wi-Fi name for your Linksys node the Wi-Fi name broadcasting? You can check the Wi-Fi settings of your computer. You forgot the write clock if the default Wi-Fi name match.
24:00
Speaker 1
think this, one, let me see, so that's the extender one, develop B9 one as the extender one, and now it's solid purple, and the other one is black. Should I click on develop B9 one? Um, I don't think, maybe I put, I hope it works. Let me see cuz that might have been what was making me mad. No, it's not there anymore. Oh, hope it works. Let's try this. I won't know my um, I won't, the Wi-Fi cannot be joined. Run diagnostics.
25:00
Speaker 2
Okay, so that's not good. Now, you need to select your own Wi-Fi. Can you remember what's your Wi-Fi name when this links is still working? Can you remember? What's the Wi-Fi name?
25:00
Speaker 1
optionally enter the make and model of your wireless. [silence] Okay, I'll do that because I have no idea, that was a long time ago. Okay, so hold this reset, the reset button.
26:00
Speaker 2
if you can't really remember what was the WiFi name created, you can instead press and hold as well the reset button to get the node back to default settings. So, press and hold until the light goes off. Yep, let's go after that.
27:00
Speaker 1
No, it's, they're both still purple. That there's no, there's OK, OK fell out.
34:00
Speaker 2
All right. Link status device right now is it still read on top not changing to blue? OK, perfect. Now on your computer select the Belp setup name. That is that belongs to this main node. And use the password.
34:00
Speaker 1
Is there a password on the modem? Yeah. Oh my gosh, it's a long one. Okay. [silence] Yeah. [silence] Okay, so the light went off on that router. [silence] Okay, now it's all is blue.
35:00
Speaker 2
I'm Domino.
35:00
Speaker 1
The main one. Oh, now it's, oh, it's blinking blue. And the other one is solid purple. Hmm. So, they're both solid purple. Okay, well, there's no, uh, open a browser on my computer, okay. It doesn't show I'm connected to Wi-Fi. It says no internet. I'm here. Hi. Where's your brother at?Okay, can you close
36:00
Speaker 2
Let me know once you're connected to the default name of the node. OK, now open a browser on your [silence]
37:00
Speaker 1
he calls. [silence] It says no internet and I don't have the Wi-Fi thing on my laptop. Hmm. [silence] Oh. Yes. Yes. Hi. Do you want me to call you back later because now I have now I have kids here, so can I just. I was trying to do this before anybody showed up. Pardon? Yes. Yes. Yes. five times.
38:00
Speaker 2
Oh yeah just provide your phone number yeah I see go dad um try this instead so that uh Let's see if this one Will make your router online just press the reset button there five times press release press release press release Six five press on the main node Okay only
38:00
Speaker 1
okay, okay, I did it, okay, that's what I'll do, thank you but, okay, bye
39:00
Speaker 2
Yes, that's the easiest way to set up the linkster. If ever it will turn to solid blue after 3 minutes, then that's good. That means you have internet. Just use the Wi-Fi name and password underneath the current main node. If ever it's not, then you can call us. We're still open up until 11:00 p.m. Eastern time. You're welcome. Enjoy. All of you there. Bye-bye.
39:00