V2 Rubric Detail — 13f72886-6ee4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 09:15
Duration
17m 15s
Contact
William Johnston
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00134410
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WAN Bottle Neck Issue_MX4000FM

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall20.4% (-19.6)

V2 Grader Summary

The agent made partial progress by initiating basic troubleshooting but failed to resolve the core issue of web interface access. Critical errors in technical guidance, lack of tool use, and absence of escalation resulted in an unresolved outcome. While communication was minimally functional, ownership and customer experience were significantly lacking.

V1 Case Analysis

Customer unable to access MX4000 web UI after factory reset; browser shows security warning; speed capped at 2 Mbps. Agent advised reconnecting modem and re-running setup but did not provide correct URL (myrouter.info) or guide through bypassing browser warning. Issue unresolved.

Troubleshooting Steps
  • Collected customer contact information and serial number.
  • Asked about Ethernet cable specifications (Cat5/6/7).
  • Suggested connecting laptop directly to the ISP modem to test connectivity.
  • Advised reconnecting the ISP modem and re-running the router setup.
Key Observations
  • Agent never provided the correct local router URL (myrouter.info) for accessing the setup page, which is critical for MX4000 post-factory reset access (KB: linksys_now_login_admin.md).
  • Repeated confusion about modem/router topology led to inefficient troubleshooting and incorrect advice to reconnect the modem.
  • No clear resolution was achieved; the customer was left without a functional router configuration.
  • Agent failed to guide the customer through bypassing the browser security warning or using the Linksys app for setup, both of which are documented solutions (KB: linksys_now_login_admin.md).
  • No verification of WAN connection or ISP credentials after reconnecting the modem, which is necessary for proper router setup (KB: velop_wifi_connectivity.md, Step 4).
Positive Highlights
  • Collected essential customer information (name, email, phone, serial number) at the start of the call, which is good protocol.
  • Asked about Ethernet cable specifications (Cat5/6/7) to rule out cabling issues, which is a valid troubleshooting step (KB: adjacent_common_wifi_questions.md).
  • Attempted to verify the upstream connection by suggesting a direct test to the ISP modem, although this was based on a misunderstanding of the topology.
Agent Errors / Gaps
  • Did not provide the correct local setup URL (myrouter.info) for the MX4000, which is essential for accessing the web interface after a factory reset (KB: linksys_now_login_admin.md). This is a critical accuracy failure.
  • Gave vague advice about clicking 'phone icons' to bypass the browser security warning instead of clear steps to proceed or use the app (KB: linksys_now_login_admin.md — 'Click Log Into Router' to bypass setup). This reflects poor protocol and communication.
  • Incorrectly assumed the ISP modem was disconnected and advised reconnecting it, despite the customer clarifying that the Linksys was already acting as the router (transcript [07:00]). This led to inefficient troubleshooting and confusion.
  • Failed to confirm or guide the customer on switching the device from AP mode to router mode, which is critical for proper WAN connectivity (KB: universal_double_nat.md). This is a protocol and accuracy failure.
  • Did not verify ISP credentials (PPPoE) or guide the customer on entering them if required after reconnection (KB: velop_wifi_connectivity.md, Step 4). This is a protocol and accuracy failure.
  • Did not mention or guide the use of the Linksys app for setup, which is the primary method for Cognitive Mesh/SPN-family devices (KB: linksys_now_login_admin.md). This is a protocol failure.
  • Lacked empathy and did not acknowledge the customer's frustration or confusion, which impacted communication quality.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The customer remained unable to access the web interface; no resolution or valid escalation was achieved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked about Ethernet cable type and suggested connecting directly to the modem, which aligns with KB guidance, but did not complete the full diagnostic sequence (e.g., speed test at modem, correct URL verification).
R3 Not Met Correct resolution path conf 96%
Agent incorrectly advised turning the ISP-provided device into 'modem mode' without confirming bridge mode steps or PPPoE setup, indicating a wrong resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified the symptom (can't access web interface) and asked relevant questions (cable type, connection method), but failed to ask about LED status, correct URL (myrouter.info), or browser error details.
T2 Not Met Appropriate tools / resources used conf 97%
No tools were used — agent did not reference myrouter.info, did not guide customer to run a speed test on fast.com/speedtest.net, and did not access admin dashboard or logs.
T3 Not Met No misinformation conf 98%
Agent stated 'the browser is trying to protect you' when the issue was likely app redirect on SPNM-series; also incorrectly implied the ISP device must act as a modem, confusing modem/router roles.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic call control and followed up on customer responses, but provided no framing, agenda, or structured transitions; silences and repetition disrupted flow.
C2 Partially Met Confirmed understanding conf 92%
Agent used simple language and confirmed understanding on some steps, but did not adapt to customer confusion about setup mode vs. app redirect or explain technical terms like bridge mode.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — offered no follow-up, did not document case thoroughly, and closed without ensuring resolution or escalation.
O2 Not Met Proactive follow-through conf 95%
No specific next steps were given — agent said 'reconfigure the original way' without detailing how, and provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Issue remained unresolved with persistent access problems; agent failed to escalate despite clear technical complexity and prior AI bot handoff indicating severity.
E2 Not Met Escalation prep & handoff conf 96%
No escalation occurred, and agent did not inform customer of escalation path, team, or expected response time.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent remained polite and professional but never acknowledged customer frustration ('I should've spoken to you guys first') or expressed empathy for repeated effort.
X2 Partially Met Tone & rapport conf 91%
Agent responded to customer inputs and adjusted pacing slightly, but missed cues of confusion about app redirect and reconfiguration steps.
X3 Not Met Overall experience conf 96%
Customer repeated serial number and setup details multiple times; agent failed to confirm or record information efficiently, increasing customer effort.
Call Transcript34 turns · 35 lines
Speaker 1
Welcome. [silence] Hi, I've just been on with your AI chat thing, um and basically it told me that I need to contact you in relation to, um, some issues I'm having. Uh, [silence] I'm just trying to see where what it actually says. Uh, it says, uh, here is a summary of what we covered. So, basically, it says that I need too. [silence] Uh, you're having trouble accessing the web set up after the factory reset, and the browser keeps redirecting. Um, and apparently, it says that, um, I'm having a one, there's probably a one port bottleneck. [silence]
00:00
Speaker 2
welcome to Linksys support to assure quality service your call may be monitored please remain on the line for assistance hi thank you for calling Linksys my name is um and i'll help you today [ silence ]
00:00
Speaker 1
Apparently so, yeah. Right, so if I, if I read, if I read you, if I read you the summary, it says, here's what we covered. Device MX4000 main router, uh, plus MX 400 child node, uh, download speed capped to two mega, two megabytes per second despite one gigabyte plan. Huge lag. Steps tried, cat7 cable, swap speed test, modem, router, child node, router reboot, factory reset. Outcome, factory reset complete but website up upage not loading due to app redirect.
01:00
Speaker 2
It's a wide port bottleneck. So, just to also confirm, initially you tried a complete factory reset and you tried setting up the router all over again from scratch. [silence] All right. [silence] What's the specs of your Ethernet cable that you're using as well? Is it a Cat5, Cat6 or what cat?
01:00
Speaker 1
Basically I can't access the router to do anything with it. At the moment it's in setup so it's like a purpley pinky color. Yep. Laptop. At the moment I can't get into the web interface but the AI chatbot suspects that I've got a WAN bottleneck somewhere.
02:00
Speaker 2
7. Thank you so much. What's the light in the router as well? All right. And when you tried setting it up, were you using a laptop, computer, tablet, what kind of device? Laptop. Thank you so much. All right. And just to confirm, the main issue is that you cannot go into the web interface. I see. Thank you so much for that one. And to also clarify, there's no VPN that you're currently using.
02:00
Speaker 1
Nope. [silence] It is. Yes. [silence] It's William Johnston. J O H N S T O N. [silence] william.johnston1979@hotmail.co.uk. [silence] It is. Yes. [silence] Yes. [silence] It is indeed. [silence] Uh that's a good question. Hang on a sec. Uh
03:00
Speaker 2
Okay. using, can I also ask, is this your first time calling since this is your first time calling. I'll just have to capture some quick information so I can create a case here in our system. Can I have your first and last name? Thank you so much. What about the email address? Uh-huh. Thank you so much. William.johnston1979@hotmail.co.uk. And the phone number you're currently calling is at 077 48 7 11 207. Can you provide me the serial number of the MX 4000 that you have?
03:00
Speaker 1
5 0 Mike 1 0 Mike 5 1 Charlie 0 2 5 7 7. Yep. No. Okay. Three. Uh Forth utility. Although that might that might. Forth utility. Yeah. Although that might be short lived after this call.
04:00
Speaker 2
5-0 Mike. Mike. 5-1 Charlie. 025 77. Okay, so this is the model that was provided by your Internet provider. Is that correct? Yes. How many NMX-4000's do you have in total? Three. All right. Lastly, may I know who's the Internet service provider?
04:00
Speaker 1
Uh, uh, uh, the one that's currently plu... actual... I told you... It's a cat six cable plugged in. I have a five E, but it was giving me terrible downloads, etcetera. Uh... Wired. I seemed to get fantastic speeds on Wi-Fi. In some places, I'm getting 600. [silence]
05:00
Speaker 2
Thank you so much. Let me quickly double check everything in my end. In the meantime, can I also ask do you have a different Cat cable? Maybe a Cat 6 or Cat 5 that's currently available on your end? So you're currently using a Cat 6 cable, is that correct? All right. How about a Cat 5 or Cat 5E? Do you have those cables available? Mm-hmm. When you tested the V-speed, were you on a wired connection or was it just on Wi-Fi? Wired. All right. Mm-hmm. All right.
05:00
Speaker 1
the speed . Can't access anything at the moment. My internet's down. is it's connected directly to the modem, right? Yes. Basically, yes, I've got the fiber bridge thing coming into the house. and that is then connected to the Linksys, which I've just given you. and I'm now connected into that. [silence]
06:00
Speaker 2
speed test dotnet. Can you try fast.com as well? On fast.com, what's the, I'm sorry, can you try connecting the laptop directly to the modem instead? I'm sorry, it's not connected to the Linksys MX4000 but directly to the modem. Is that correct? And now that it's still currently connected, you cannot go online. Is that also correct? Mm-hmm. mm-hmm. Mm-hmm. Mm-hmm. I see. So, alright. Mm-hmm. [silence]
06:00
Speaker 1
No, the Linksys thing is my router now. I changed the settings to allow me to use it as a router. Yes. It's connected to the Linksys, which is then connected via ethernet cable to the fourth utility box that's coming into my house. Right, so just to clarify, the fiber comes into the house. It goes into a box with five lights on it.
07:00
Speaker 2
All right, thank you so much for that one. So just to clarify, the router right now, you're not using it or anything because nothing is wired to it? Your laptop is directly connected to the fourth utility device. Is that? Is that currently what's happening? But right now, your laptop is not connected to the router, just on the modem. All right. So, this time, try unplugging the ethernet cable connected to the link sys and connect it directly to the laptop instead. Um, um,
07:00
Speaker 1
I then connect a cable from there to what was their modem, I've taken their modem out. Yes. I'm using it as a router, slash, whatever. Yes, they gave me the settings to give to the links you system to make it work. It was working this morning, just very slow speed.
08:00
Speaker 2
[silence] All right, so you've taken the modem out and right now it's just the router. I see. [silence]
08:00
Speaker 1
Right. So you're saying I need to put the router back in. Right. Right. Give me two seconds, and I will do that.
09:00
Speaker 2
Well, for truth, in general, solely rely on the modem, because that modem acts as the main internet source so it can communicate from the router to the fourth utility internet line. So without the modem, it's going to be a little bit tricky. In most cases, scenarios, it will not work or function at its optimal condition. The modem, yes. You need a modem so that the router can connect to that modem.
09:00
Speaker 1
So I assume I'd need to turn off the just have it as a modem in modem mode, rather than your-- would I assume? Yeah, I thought that was probably yes, um, just bear with me. Give me two seconds just to right. So, I just connected that. five, it's probably easier, I should've just spoken to you guys in the first place, really? Right. So, So now, let me put that back into the cable there. Right. That is the fourth utility teleto ritu booting up now. our thing booting up now so I need to connect the cable I assume then from the installer to the node yes um sorry this is all new to me all right so if I use that I can just I swear do I just plug it into one of the glass ports in the river yeah
10:00
Speaker 2
Yes, the same way that you had it connected before you remove the modem. Yes, that's correct.
11:00
Speaker 1
Okay. Right now. Right. Uh is not everything connected? I expect you guys I am online with the 40 until the internet like right this is uh I've just rebooted the uh db uh sorry, but that's right. No.
12:00
Speaker 2
All right, you just need to reconfigure the original way on how it was configured before, since it's now connected to a working modem.
12:00
Speaker 1
Okay, the router is just going through startup now anyway. Um, So I assume the the Lysater thing that they've given me, I need to turn off uh router settings and just make an access point, yeah? I have no idea how to do that, but I'll sure I'll figure it out. Uh, So I just go through the same setup as I would do if it was new? Or were all the nodes still connected to each other?
13:00
Speaker 2
Yes, that's correct. So just to clarify, is there anything else that is correct? Yes, that is correct
13:00
Speaker 1
They will be connected to each other. Yes? Okay. Because they're around the house at the moment. So if I need them, I need to bring them back down. So the router is now in setup mode. So, I keep getting redirected to app settings. I'm trying to get, yeah, I'm on the laptop trying to do the web interface. No, it says, why am I getting a warning when I try to access my router settings in the browser? Okay. So if I continue, Um.
14:00
Speaker 2
yes the moment you set up the main router where your child nodes you'll be easy to add as well afterward yes that's correct you currently on the web interface like you're using the laptop all right is there a picture of two cell phones that's completely normal you yes continue
14:00
Speaker 1
[silence] usage. It just says it's just ridiculous. Uh it's stopping me doing it. It's saying it's trying to attack your mic trying to steal your information. Uh continue. Right so I've got two a picture of two cell phones. Yes. It says download the link see app set up. I've got the app on my phone already. Oh. Well that was easy. [silence] I should've known that 10 minutes ago. Right so just just a.
15:00
Speaker 2
That's completely normal since it's the browser that's trying to protect you since it does not recognize you just you just need to bypass it by clicking one of the phones.
15:00
Speaker 1
the fiber box coming into the house is now connected to the router or modem that my internet service provider provided. There is then a cable coming out of that from one of the LAN ports into the first router node. Yeah. And that is into its Ethernet port, uh the internet port. Yeah. Yeah. Now coming out of that to my laptop is one wire going into my laptop. Right, because I backed, I backhaul my child node on floor one. Will that still be the same? Right. Okay, and I need to turn off, just turn the router into a modem mode only. Yeah?
16:00
Speaker 2
I see. Interesting. Yes. M-hmm. M-hmm. The internet port. Yes. Yes. M-hmm. Yes, you can still do that kind of setup. But when trying to add your node, make sure that they're close to the parent and you can just relocate them after, once they're successfully connected.
16:00
Speaker 1
Okay. Brilliant. Thank you ever so much for your help today. Okay, Tara. Have a good day. Bye bye.
17:00
Speaker 2
Yes, that's correct. All right. Thank you so much for calling Linksys. Take care and have a great day.
17:00