V2 Rubric Detail — 0e6cda72-6111-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:02
Duration
18m 4s
Contact
Josh Elerson
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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 (claimed Linksys firewall can be disabled), which is a critical failure under rubric section A–F: Non-Adherence to Documentation (F). This constitutes a confirmed violation of technical accuracy with potential to cause customer misconfiguration.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the issue, provided factually incorrect information about disabling the Linksys firewall, and performed no actual troubleshooting. Despite polite communication, the interaction lacked technical validity, proper tool use, and ownership, resulting in an unresolved case with high-risk misinformation. Auto-zero is triggered due to material inaccuracy contradicting official KB.

V1 Case Analysis

Customer asked if the firewall on Linksys MX6200 mesh system can be disabled when placed behind a Ubiquiti Cloud Gateway firewall. Agent incorrectly stated it could be disabled via reset and bridge mode. No verification performed. Customer left to attempt steps independently.

Troubleshooting Steps
  • Collected serial number (M2AD02573) and ISP (Comcast Xfinity).
  • Misidentified model as 'MX62' instead of MX6200.
  • Incorrectly stated that the firewall can be disabled after reset and bridge mode configuration.
  • Suggested resetting the router and setting bridge mode without validation steps.
Key Observations
  • Agent repeatedly misidentified the product model as 'MX62' instead of MX6200 ([02:00], [13:00]).
  • At [13:00], agent initially said there is no option to disable the firewall, but at [17:00] contradicted themselves by saying 'we can disable the firewall' after reset and bridge mode.
  • No KB reference or model-specific bridge-mode guidance was provided, despite the KB clearly stating bridge mode is supported but firewall disablement is not.
  • No verification of internet connectivity, bridge mode functionality, or correct topology setup was performed.
Positive Highlights
  • Collected serial number and ISP information correctly.
  • Provided clear reason for hold periods, improving transparency.
Agent Errors / Gaps
  • Misidentified product model as 'MX62' instead of MX6200 (multiple instances).
  • Provided factually incorrect information that the Linksys MX6200 firewall can be disabled, which is not supported by any Linksys KB or firmware capability.
  • Contradicted own technical guidance within the same call regarding firewall disablement.
  • Failed to verify topology: did not confirm that the Ubiquiti device is acting as the primary router/firewall or that the Linksys would operate in the correct mode.
  • Gave vague instructions for bridge mode without steps, URL, or model-specific guidance from the KB.
  • Did not verify outcome after suggesting critical configuration changes.
  • Did not collect or confirm warranty status when discussing configuration changes that could impact support eligibility.
  • Did not create or cite a HappyFox case despite handling a technical support request.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only suggested a reset and bridge mode without confirmation, and told the customer to call back if issues persist.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was performed — no login to router, no check of current settings, no verification of firewall capabilities; only serial and ISP were collected.
R3 Not Met Correct resolution path conf 96%
Agent provided an incorrect resolution path by stating the Linksys firewall can be disabled, which contradicts KB; also failed to determine if device is ISP-provisioned (Comcast Xfinity) which affects support scope.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify root cause; asked no diagnostic questions about current configuration, only confirmed model and ISP before giving flawed advice.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — no remote access attempt, no guidance to check admin interface, no firmware or settings verification; research was passive (hold time), not interactive tool use.
T3 Not Met No misinformation conf 99%
Agent stated: 'we can disable the firewall on your Lexis router' — this is factually incorrect per KB; Linksys consumer routers do not allow disabling the built-in firewall.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent set expectations for hold times and maintained basic control, but failed to clarify contradictory statements about disabling firewall, causing confusion.
C2 Partially Met Confirmed understanding conf 89%
Agent used polite language but did not adapt explanation when customer expressed confusion about firewall disable option, leading to misinformation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and took a note, but passed responsibility back to customer ('call back if you have issues') instead of owning resolution.
O2 Partially Met Proactive follow-through conf 91%
Agent mentioned resetting and bridge mode as next steps but gave no timeline, follow-up plan, or support commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within scope but mismanaged, not beyond L1 capability.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent was polite and thanked customer for waiting, but did not acknowledge any difficulty or frustration the customer may have experienced.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a courteous tone but did not adjust communication when customer questioned the feasibility of disabling the firewall.
X3 Not Met Overall experience conf 93%
Customer had to repeat information (serial, ISP), endured two lengthy holds without progress, and was left to perform complex steps alone.
Call Transcript13 turns · 18 lines
Speaker 2
Welcome to linksys Support To ensure quality service your call may be monitored by a member of our team. For in warranty products our support team is available to help with performance and hardware issues. Register your product by visiting register.with linksys.com please have your device serial number ready For assistance press one now. For out-of-warranty products paid support may be available depending on your issue. To hear more about your service options press two. Please have your device's serial number and contact information ready. If unavailable kindly call back later. For out-of-warranty products paid support option may be available depending on the issue. Hello, thank you for calling Linksys support, this is Charm, how can I assist you with today? Now, what do you mean um plug in directly to the firewall, sir? Uh huh. I may know, what's um.
00:00
Speaker 1
that is a ubiquiti Unify Cloud Gateway Max uh Max Excuse me is in MX MX 6200
02:00
Speaker 2
What's the firewall. Sir? What's the model of that? Uhm, I see. Alright, and can you tell me what's the model number of your Linux Router? Let me check if you move it there might be something wrong. Uhmhuh. Got it. Alright, one moment here. [silence]
02:00
Speaker 1
I have the base and two additional nodes.
03:00
Speaker 2
All right. And how many nodes do you have? Uh sweet. So you want to unplug the main node, right? connected to your main moda? And for this case, this node should be connected directly to your main internet connection. Because if you move it on your Ubiquiti cloud or firewall, there might uh, it might disconnect your network and then it will not connect back or you don't have any internet access after.
03:00
Speaker 1
[silence] say that again? [silence] No, that's not correct. I do not have a mocha device, an ethernet to coax the conversion box. I don't have one of those. [silence]
04:00
Speaker 2
I see. I see, right. Oh, all right. So you want to disconnect your... ...coaxial cable on your main modem and then connect it to your ubiquity Cloud Gateway, correct? All right. So you want to disconnect the coaxial cable from your main modem or from the modem from your ISP and then connect it to your ubiquity and then have a cable connect your Linux router on that ubiquity Cloud Gateway. Is that correct? I see. Alright, so yeah, understand now. Let me double check sir, if it will affect if you move it behind your firewall. Please bear with me. Can I provide the serial number of this device that you have?
05:00
Speaker 1
M as in Michael 2 a as in atom d as in donut 0 2 5 7 3 comcast Xfinity [silence] no problem.
07:00
Speaker 2
Got it. All right. And also, may I know who is your Internet service provider? Comcast Xfinity. All right. Can I double check it here? Um, is it okay, sir, if I put this call on hold for about three to five minutes. I just need to pull up my research. All right. Thank you so much. Just stay on the line. I, I, I'll be right back. Hello, sir. Yes, thank you so much for patiently waiting on the line. As per checking here, sir, yes, you can do that once, sir. You can connect your Linksys router to your firewall, but you need to reset it and then set it up again. However, also, sir, I want to set the proper expectation for you. Once you do that once, sir, there might be some issue like your connection will get weaker or you have a slow internet speed with regards to that since the Linksys router has its own firewall already and also you're there is a modem that has a firewall and also an own [silence]
07:00
Speaker 1
Yeah. Can I disable the the firewall in the linkis mesh node system? There's not a setting in that. There's there's not a setting that I can go and disable that that option. Oh. Okay. Oh.
13:00
Speaker 2
So you want to put your firewall in between the modem and the router, correct. Yes, umm, wait, so you want to disable the firewall on the linksys. There's no option for that one to disable that one sorry, since it's uh, it's already on the linksys routers or settings. If it was set already, I'm done. Alright, let me double check with regards to this MX62 that you have, if there is an option for you to disable the firewall. One moment here. And I will put this call on hold for about one to two minutes. Sir, please bear with me. What else would be okay? [silence]
13:00
Speaker 1
Yes. Okay. Okay. uh i'm gonna try and do that um I might have to call you back in order to walk me through that if I have issues. Thank you. Thank you. You too. Bye bye.
17:00
Speaker 2
Hello, sir. Yes, thank you so much for patiently waiting on the line. Um, yes, we can do that one, sir. We can um disable the firewall on your Lexis router. However, you need to reset and reconfigure your router and then you need to set it on their bridge mode. All right? So, yes, no worries. You can contact us back if still there is an issue. All right? I just take a note of that one here. All right. Thank you so much. Have a good one. Bye for now.
17:00