V2 Rubric Detail — 0b64eb7c-7655-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:31
Duration
20m 0s
Contact
David Ranziger
Issue Type
Port Forwarding
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135703
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 Port Forwarding

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+20.5)

V2 Grader Summary

The agent successfully enabled router access using KB-approved local URLs and the recovery key, then correctly navigated the customer to the 'Security -> Apps and Gaming' section for port forwarding. Technical accuracy was high, with all guidance supported by the provided KB. The resolution is partial as the customer chose to end the call before the actual port configuration was completed.

V1 Case Analysis

Customer unable to access MX2000 admin UI for port forwarding. Agent assisted with accessing 192.168.1.1, resetting admin password, and locating port-forwarding settings. Incorrectly suggested using router label password and created weak custom password. Customer still needs port details.

Troubleshooting Steps
  • Instructed customer to open browser and navigate to 192.168.1.1 / myrouter.local
  • Assisted with admin password reset using recovery key
  • Navigated to Security → Apps and Gaming to locate port-forwarding settings
Key Observations
  • Agent incorrectly advised using the label-printed Wi-Fi password as the admin password, which is not valid for MX2000 devices (transcript [10:00]).
  • Suggested a weak, predictable admin password based on customer's last name and '123', creating a security risk (transcript [12:00]).
  • Poor information collection: repeated, garbled requests for first name, last name, and ISP disrupted call flow (transcript [04:00]).
  • Inefficient troubleshooting: multiple browser and URL attempts caused delays and customer frustration.
  • No KB article or concrete self-help resource provided despite unresolved port configuration.
  • Agent failed to acknowledge or address customer's secondary concern about node connectivity drops.
  • Positive: Correctly identified model MX2000 and used proper admin URLs (192.168.1.1, myrouter.local).
  • Positive: Correctly guided customer to use recovery key for password reset and located port-forwarding menu.
Positive Highlights
  • Correctly identified the router model as MX2000.
  • Provided the correct local admin URLs: http://192.168.1.1 and http://myrouter.local.
  • Correctly guided the customer to use the recovery key to reset the admin password.
  • Successfully directed the customer to the port-forwarding settings under Security → Apps and Gaming.
Agent Errors / Gaps
  • Provided factually incorrect guidance: MX2000 admin password is not the same as the Wi-Fi password on the label; default admin credentials are blank or previously set by user (KB: universal_advanced_features.md).
  • Suggested an insecure admin password (based on customer's name + '123'), violating security best practices.
  • Poor call control: repeated, confusing requests for customer information disrupted flow and wasted time.
  • Inefficient troubleshooting: did not confirm browser type or suggest clearing cache; repeated same steps without adaptation.
  • Failed to provide a KB article or specific next steps for port forwarding configuration.
  • Did not address the customer's reported node connectivity issue, treating it as unrelated without verification.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer gained access to router UI and located port forwarding settings but did not complete configuration; another party will perform final setup.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through correct troubleshooting: using local URLs, private browsing, and password reset via recovery key — all aligned with KB procedures.
R3 Met Correct resolution path conf 95%
Agent selected correct resolution path — local web access and password recovery — appropriate for new user locked out of router, regardless of warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identified primary symptom (can't access router), asked for model number (MX2000), and logically progressed through access methods and authentication recovery, culminating in successful login.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used local web interface (http://192.168.1.1 and myrouter.local) as appropriate tool to resolve access issues, consistent with KB guidance.
T3 Met No misinformation conf 95%
Agent provided accurate information: correct URLs (192.168.1.1, myrouter.local), proper navigation path (Security -> Apps and Gaming), and valid password reset procedure using recovery key per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control by guiding steps but had awkward phrasing, repetitive prompts, and unclear transitions (e.g., sudden shift to password suggestion without framing).
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms and avoided jargon, but gave an oddly specific and potentially confusing password suggestion (‘runsick’), which may not align with best practices.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed all troubleshooting steps, and did not transfer or disengage prematurely.
O2 Partially Met Proactive follow-through conf 85%
Agent explained how to access port forwarding but did not set a clear timeline or follow-up plan; customer will hand off to a third party.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with proper access.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration ('hell of a time'), but remained patient and polite throughout, avoiding any discourtesy.
X2 Partially Met Tone & rapport conf 80%
Agent adapted language to be accessible but repeated instructions without checking comprehension; tone was consistent though not highly responsive to emotional cues.
X3 Partially Met Overall experience conf 80%
Customer had to retry browser steps and re-enter URLs, but agent avoided unnecessary holds or repetition of personal info; effort was reduced compared to full factory reset.
Call Transcript34 turns · 36 lines
Speaker 1
[silence] I just bought a Linksys mesh system and I'm having a hell of a time. I need to uh get into it for port forwarding and we can't access it at all.
00:00
Speaker 2
silence
00:00
Speaker 1
The internet is telling me that it's, um, it keeps dropping on the nodes and switching. [silence] But [silence] We have one router and then three nodes. [silence] Just one second here. [silence] The whole thing is an Atlas 6. I'll give you the [silence] [silence]
01:00
Speaker 2
Oh, okay, I see. So, I, but right now, you don't have any problem with your internet. It's just that you need to open some ports. That's it. Um, oh, okay. Um, how many links is routers do you. I'm sorry. Okay. Oh, okay. Okay, thank you so much, sir. Uh, can I please have the model number that is hooked up directly to the modem? You can actually add it as a device first. Mhm. Thank you so much.
01:00
Speaker 1
it is uh uh uh I don't have my glasses down here let's see model number is uh Just a sec here, I gotta I'm trying to bring up my way so I can read this Yes. I can do that. Okay, it is a model number MX2000.
02:00
Speaker 2
[silence]
02:00
Speaker 1
I've only been sitting in one spot and I just had a child mode up there and it kept giving me, um... it kept giving me messages that it had switched or my internet coverage was poor. Oh, I'd say, that's a good 100 feet now.
03:00
Speaker 2
So let me just go ahead. And when you mentioned earlier, sir that you were experiencing a dropping of internet connection, like, is it happening like all around the house or only in a specific location in the house. Uh huh. Oh, okay. Um, how far would you say sir that this child node from the parent. Uh, okay. So, uh, sir, let me just go ahead and create the range. [silence]
03:00
Speaker 1
Correct, and I can't get to anything to do online warranty registration or anything. I'm getting nowhere. David Ronzinger r A n Z I N G E r and the internet provider's bukkom
04:00
Speaker 2
All right. So just quick disclaimer for this is for this conversation, since this is your first time calling links, it's, I believe so. All right. I'm going to just put a quick disclaimer that this conversation is going to be recorded. I don't know why. Sure. All right. You know, I just really need to create an informa, uh, you know, a record and, um, I just need to have your first name, your last name, and also your internet service provider. All right. So let me start. Okay. So first name. First name. I'm going to start with that one. please, unless you're a woman, first, first name, first of your name, for how you do. if you tell me your name, then I would know where you from from. Please correct your first name, sir. And your last, your last name, sir, then Your internet service provider, sir. Okay? Thank you so much. Okay. So, sir, to access, or to uh or to open
04:00
Speaker 1
I'm on in the laptop right now. Okay, okay. 2 backslashes. There are 2 forward flashes. 1 92, 1 68, 11. Oh. Okay, gotcha. Uh-huh.
05:00
Speaker 2
Please open a port for this one Sir. We need a laptop or maybe a tablet to access the web browser interface of your MX2000. Please open a browser. Okay. And then on the URL bar, please type in HTTP://. Or we can use the alternative one. That is my router. That's only one word, M Y and then router.local. you can actually use any browser for this one, but since you're encountering a problem, um, how about we use uh do you have a private browser option on the web browser that you're currently using? [silence] Okay. Uh, please open that one.
05:00
Speaker 1
Okay. And we'll try it again. Oops, fat fingered. Hang on. Okay, and this is, this is through, the other one. And it's giving me the same thing. It says, can't reach this page. I do not know. Let's see here.
07:00
Speaker 2
OK. How about we open the or use the other browser that you have, sir. Yes, sir. OK. Can you open a private browser from there?
07:00
Speaker 1
Close everything down and start it all over again. Okay, this is Norton private browser. Okay, now I absolutely draw blank on what I was putting in. What is it? My router cannot reach. 192.168.1.1.
08:00
Speaker 2
OK. Please type in the same link that you used earlier. Yeah. Are you saying http: forward slash forward slash my router.local? [silence] OK. Can you try the 192 sir without the http?
08:00
Speaker 1
one. And that gets me into Linksys. I'm getting a warning when I try to access my router settings in a browser. brings that thing up. Let's see. How can I bye pass this warning? Okay. uh Safari, I have a continue button. I don't know what that film doesn't really tell me what it is. Okay. Now this gets me to to access V-E-L-O-P. Okay.
09:00
Speaker 2
that yeah that's actually a normal notification is there an option for you to click on details show more or continue yeah just yeah just scroll down uh-huh yeah uh click on continue yes I just stop uh-huh okay access develop setup so um what are the other option after you click that I mean uh when you
09:00
Speaker 1
That's all it does. It says " sign in" or "reset password".
10:00
Speaker 2
Okay, It's now asking for a router password, I believe. Uh huh. Uh huh. So, do you remember customizing this one before? Oh, it's okay. Um, yes, you do have that option. But first, can you use the password, sir, that you can see under or at the bottom of the parent mode or the one that is sook up directly to your modem? Can you use the password that is in there? Yes. It it's a zero. [silence]
10:00
Speaker 1
All right, and just brings me right back to the same place. Yeah, since it comes up here. It's taking its time. Okay, here's the recovery security key is in now. It says create a new admin password in the hint.
11:00
Speaker 2
Okay, can you tap on the reset password options sir? So I believe you've seen already earlier the recovery key numbers Can you use it to enter here? Hmm. Okay, just to give you a heads up for that one sir, David.
11:00
Speaker 1
okay oh So- I guess how do you put something in? okay okay Yes.
12:00
Speaker 2
So for the admin password, it will not allow you to use the same letter, the same special character and the same number. Okay? Um how about, like, you know, um maybe, um how about you use your last name? But without an R at the very last word of your last name? So just, um, just, runsick, without an R at the last one. And then add the add sign. And then one, two, three.
12:00
Speaker 1
Okay, it says reset. Oh, this looks much better. Okay, now I am in. I can actually see something.
13:00
Speaker 2
Okay. Then just press submit or continue. [silence] Okay. So, if you are already in there, I believe you are now seeing the Link-sys Smart-Wi-Fi tools or Smart Wi-Fi tools that says device list, guest access. Okay. [silence]
13:00
Speaker 1
[KEEP_UNCERTAIN] Okay. [silence] Well, really, this is all I need, but [inaudible] is am I going to be able to get back into it because I've got the one redoing this, I've got a wind turbine that has to be reconfigured. [silence] Okay. [silence] Okay. [silence] Yes.
14:00
Speaker 2
So for this one, sir, to open a port, for this LynxS router, um, under router settings, tap on security. Mhm. Ah yeah, this is actually only the thing, no, it will not go I mean, you don't need to reconfigure everything, since you are done doing it. So, if you need just to open a port, then you can justreally do it here. So, after you tap on security, just go to apps and gaming. Then it will give you the three options, like single port forwarding, port range forwarding, and single port triggering.
14:00
Speaker 1
Nowadays, I see connectivity, troubleshooting, Wi-Fi settings. Okay, there we go. Security. Okay. All right. So, I think I'm better off leaving it at this point, as long as I can get back into it to let the guy who knows what he's doing do his thing, because I have no clue. I don't know what I need to port forward. I don't know what on your end. Yes. I just need to access. Okay. So now that I've got access in there, I can get him, because now I see the port range forwarding, single port forwarding, all of that fun stuff. [silence]
15:00
Speaker 2
security it's at the very bottom option okay oh okay oh okay so someone will visit you on your address to open some port so you just really wanna know um how to oh okay okay okay okay uh okay okay okay okay okay okay okay okay okay okay okay okay okay okay
15:00
Speaker 1
and also um this one please sure you bet you bet
16:00
Speaker 2
Okay, give me one moment. Okay.
17:00
Speaker 1
Okay. Okay. Okay. Okay. And then how do I get that? Yep. That is it. Okay. yeah yeah, okay. you're down on our and at one, two, three, okay. Yeah. Nope. That's what I needed. OK, you too. bye bye. We get this thing. I know.
18:00
Speaker 2
okay that's perfect so yeah um the link that we use is already there the 192.168.1.1 and please take note of the uh router password sir that you just created earlier okay so that is your last name without an R the and uh yeah okay yeah so will there be anything else sir David okay thank you so much sir David you do have a wonderful day ahead okay bye bye for now
19:00