V2 Rubric Detail — 124e857c-6ab3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 01:14
Duration
10m 23s
Contact
Ken Stanley
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133854
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Reconfiguration.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-27.7)

V2 Grader Summary

The agent failed to perform basic troubleshooting or provide accurate technical guidance for an ISP change scenario, offering only a paid support option without attempting resolution. No meaningful progress was made, and the interaction lacked clarity, empathy, and ownership, resulting in an unresolved case.

V1 Case Analysis

Customer switched ISP (Comcast → AT&T fiber). Wants MX4200 mesh reset/reconfigure. Agent incorrectly stated solid-blue LEDs guarantee connectivity, offered $15 paid support without troubleshooting. No steps performed. Follow-up paid-support session required.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly claimed solid blue LED means automatic connection to new ISP, directly contradicting KB guidance for AT&T fiber setup (requires IP Passthrough/DMZplus).
  • No troubleshooting steps were performed despite clear need for AT&T fiber configuration per KB (modem power cycle, WAN settings check, IP Passthrough setup).
  • Agent offered paid support without first attempting or offering free self-help steps (e.g., power-cycle, modem test, WAN settings check).
  • Warranty status was stated but not verified via system lookup; serial number not collected.
  • Communication was technically inaccurate, especially regarding LED meaning and ISP setup requirements.
Positive Highlights
  • Correctly identified the product model (MX4200) from customer input.
  • Collected complete customer contact information (name, phone, email).
  • Set expectation about paid support cost and scope before proceeding.
Agent Errors / Gaps
  • Failed to collect the device serial number.
  • Did not verify warranty status via system lookup; relied on assumption.
  • Provided materially incorrect technical advice: claimed solid-blue LEDs mean automatic connectivity with new ISP, contradicting KB guidance for AT&T fiber setup (requires IP Passthrough/DMZplus).
  • Failed to follow ISP compatibility KB: did not guide customer through AT&T IP Passthrough (DMZplus) configuration.
  • Offered paid support without first attempting or offering any free troubleshooting steps (e.g., power-cycle, modem test, WAN settings check).
  • Did not instruct customer to power cycle modem/router, a basic first step per KB.
  • Did not check or configure WAN settings (DHCP/PPPoE/Static) for the new ISP.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The agent did not resolve the issue or confirm internet connectivity; the call ended without verification that the mesh system was working with AT&T fiber.
R2 Not Met Diagnostic thoroughness conf 97%
Only LED status was checked; no power cycle, modem restart, WAN IP verification, or firmware check was performed despite the ISP change scenario requiring these steps.
R3 Partially Met Correct resolution path conf 93%
The agent correctly identified the device as out-of-warranty and offered paid support, but failed to provide any best-effort troubleshooting (e.g., factory reset, firmware check, or basic setup guidance) before pushing the paid option.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
The agent asked only about LED color and years of use, with no targeted questions on WAN connection, ISP type, or configuration state; root cause (misconfigured gateway or CGNAT) was not investigated.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — no access to http://192.168.1.1, no speed test, no firmware version check, and no guidance on verifying AT&T IP Passthrough settings despite clear need.
T3 Partially Met No misinformation conf 91%
Correctly stated solid blue means online and that the device is out of warranty, but incorrectly implied the router would automatically work with AT&T without configuration changes like IP Passthrough or MAC cloning.
Communication
C1 Not Met Clear & professional language conf 94%
The agent gave a disorganized response, used confusing phrases like 'disconnect the safety manual', and failed to set clear expectations or maintain control of the interaction.
C2 Not Met Confirmed understanding conf 93%
Used unclear, technical language without confirming understanding; customer showed disengagement and confusion, especially when agent mentioned 'save easily your msc settings, WPA2 settings on the DHCP'.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent offered paid support but did not take ownership of resolving the issue; no troubleshooting steps were initiated, and the case was effectively closed without resolution.
O2 Not Met Proactive follow-through conf 94%
No clear next steps were defined; the only action was a vague $15 paid session with no scheduled time or immediate self-help instructions.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — this was a standard setup issue resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer’s effort in switching ISPs or express empathy; tone remained transactional and scripted throughout.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s pace or clarify confusing statements; customer remained passive and disengaged after initial input.
X3 Not Met Overall experience conf 94%
Customer was asked to repeat information (serial number, model), and was directed to a paid session instead of being guided through a free, logical troubleshooting path.
Call Transcript18 turns · 20 lines
Speaker 1
Raquel, my name is Ken. And I, I have just switched from Comcast to AT&T fiber. And the techniques [silence]
00:00
Speaker 2
Welcome to link's support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. [silence] For assistance, press one now. [silence] For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. [silence] For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys. My name is Rachelle and how may I assist you today?
00:00
Speaker 1
And advised me that I would have to have you guys reset my lynx is mesh network from uh, from cable to uh, uh, fiber. Is that correct? Yep. I got it. Okay, it is 38, wait, I'm sorry, the writing is always tough to go. Okay. It is three
01:00
Speaker 2
I see. Got it. Got it. for me to, thank you for all that information. So you have a new internet provider and they would like to reset reseet or configure your Linksys router. and for me to address you properly with that, may have the serial number of your Linksys that can be found at the bottom.
01:00
Speaker 1
Yes. MX 4200. Yes. I believe so. S.T.A.N L.E.Y. 615-498-4767. KP, as in Paul, Stanley, S-T-A-N-L-E-Y. stanley@comcast.net. Yes. Correct.
02:00
Speaker 2
All right. May have your last name Ken. All right. And in case we get disconnected, may have your phone number. And may have your email address. All right. Just to make sure I got correctly the second letter after the letter K, is it P for Paul? And then your last name Stan Lee at Comcast.net. All right. Thank you. And Walmart systems checking the hardware warranty and support for your device.
03:00
Speaker 1
OK. OK. So, uh, the question was what? Blue. Solid blue. [silence]
04:00
Speaker 2
What is the color light showing on the top?
04:00
Speaker 1
3 okay hold on. Okay, all 3 are solid blue. [silence]
05:00
Speaker 2
you have three total no the others it are they also showing blue solid bl light or are they blank bl kate All right, got it. So right now, solid blue means it's online connected, so it automatically gets a connection from your new provider. And have you tried to check your devices like your wife's and kids' and electronics? If their devices are a good way to test in the most solid way. It has to be on the upper part, so as soon as you open the app it allows your phone to, like, .
05:00
Speaker 1
Okay, so the technician did not disconnect us from Comcast yet. Only my phone, only my phone is actually connected to the new ATT fiber because he said he said that you would have to do something or other. So they're all blue because they're still connected to Comcast.
06:00
Speaker 2
Device is connected via Wi-Fi or wireless because no need to like set some settings on the node since actually showing solid blue light. Have you tried checking your devices connected? Yes. Uh-huh. [silence] I see. Got it. Because the reconfiguration is, since they're online connected now and you want the use the same Wi-Fi settings, configuration on the current internet that you have, which still connected to the.com, because you can actually just disconnect it and connect it with your current internet provider. What we need, what we're trying to do here for us to, for us to do, is we have, for now we can still utilize the A, but what we need for you here is to save easily your msc settings, WPA2 settings on the DHCP, on the simple configuration. Because if not, we will have some difficulty configuring some settings on the device that will you can actually tighten my Wi-Fi settings. Are you familiar how to do this? This on the band.
06:00
Speaker 1
oh
07:00
Speaker 2
The actual main parent Node to the new modem from your new internet service provider, it should like connect automatically, but if you want to like reset or even in event that the node will not go online after like physically disconnecting it from the Comcast and reconnecting to the AT&T, it shows red light could be that that's the part that we can reset and reconfigure the system. And by the way, Ken, how long you've been using your Linksys router? Like how many years? All right, got it. Okay. The better to set your expectation again, upon double checking with my system, it shows that your nodes are already out of warranty. So it used to have three years hardware and free technical support.
07:00
Speaker 1
Alright, that's fine. Okay. So, do you want to stay on the line while I disconnect the Comcast and connect the AT&T? Or do I do that and then call you back if it doesn't work? Is that what you were saying?
08:00
Speaker 2
And for our out of warranty devices if you wish us like to troubleshoot and reset reconfigure your nodes with your new provider, we do have this paid support amounting to $15. That's one five. It's a one hour session for troubleshooting. If we determine your device is defective and unable to resolve your issue, no replacement or refund will be given. [ pause ] Would you like to uh huh. I would suggest you can disconnect the safety manual to the [ pause ]
08:00
Speaker 1
Okay. [silence] Okay. [silence] go ahead. [silence] Okay. [silence] Okay. [silence] 133854. [silence] Okay. Okay. Great. All right. I appreciate it. Thank you. Okay. All right. You too. Bye bye.
09:00
Speaker 2
Yeah, sorry, but you're trying to reset and reconfigure your nodes with the new with your new provider.
10:00