V2 Rubric Detail — 1486edee-6e72-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 19:39
Duration
15m 30s
Contact
Lamar Martin
Issue Type
DHCP address duplication / node DHCP issue
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#TE00134332
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: TE00134332_Unable to reserved ip address to one of the child node and provide 2 ip address and Mac addresses under DHCP Reservation

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation1.00/5
Customer Exp1.79/5
Overall39.3% (-16.7)

V2 Grader Summary

The agent escalated a complex DHCP-node duplication issue without performing any troubleshooting or using diagnostic tools, despite the customer having already completed factory reset and firmware reflash. While escalation to Level 2 with a callback timeline was appropriate, the lack of L1 diagnostics, tool use, and empathy resulted in multiple unmet quality indicators. The outcome is classified as 'Appropriate Escalation' due to the technical complexity, but foundational support expectations were not met.

V1 Case Analysis

Customer reports one MX6200 node showing duplicate DHCP entries and inability to reserve its correct hardware MAC address. Issue persists after factory reset and firmware re-flash. Escalated to Level-2 for further investigation; callback promised within 24-48 hours.

Troubleshooting Steps
  • Agent listened to customer description and confirmed duplicate DHCP entries.
  • Agent placed customer on hold to check internal resources.
  • Agent documented that customer had already performed factory reset, firmware re-flash, and DHCP reservation attempts.
Key Observations
  • Agent did not collect serial number or explicitly verify warranty status, though purchase timing suggests likely out-of-warranty.
  • No additional troubleshooting was performed despite customer having already tried basic steps (reset, re-flash, DHCP reservation).
  • Escalation to Level-2 was appropriate given the complexity of the issue, but agent missed opportunity to check DHCP server settings or firmware version.
  • Customer provided detailed technical context (MAC addresses, IP behavior, firmware version checks), suggesting high technical proficiency.
Positive Highlights
  • Agent was polite, patient, and acknowledged the customer's technical details.
  • Correctly documented the steps the customer had already taken.
  • Appropriately escalated to Level-2 support with a clear callback window (24-48 hours).
  • No incorrect technical advice was given; all guidance aligned with KB.
Agent Errors / Gaps
  • Did not collect serial number or verify warranty status, which could have clarified support eligibility.
  • Failed to perform any further diagnostic steps (e.g., checking DHCP server configuration, confirming firmware version, or investigating virtual MAC behavior) despite customer having already exhausted basic troubleshooting.
  • Missed opportunity to provide immediate guidance on DHCP server settings or firmware version verification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved during the call; the agent escalated without resolving or confirming a path to resolution.
R2 Not Met Diagnostic thoroughness conf 97%
Agent did not perform any troubleshooting steps (e.g., verify firmware, check DHCP settings, suggest wired access) before escalating.
R3 Partially Met Correct resolution path conf 90%
Escalation is appropriate for a complex node issue, but basic L1 troubleshooting should have been attempted first given the customer already performed factory reset and reflash.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent repeated the issue description but asked no diagnostic questions to identify root cause (e.g., firmware version, network topology, ISP type).
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used (e.g., remote session, firmware check, or request to access http://192.168.1.1/ui/local/dynamic/index.html) despite the issue being accessible via local UI.
T3 Met No misinformation conf 93%
Agent provided factually correct information: escalation to Level 2 with a 24–48 hour callback window.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent set a basic expectation about the callback but failed to guide the interaction through any diagnostic process or manage the flow proactively.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not confirm understanding or adapt to the customer’s technical level or frustration.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by documenting the issue and initiating escalation with a promised callback.
O2 Met Proactive follow-through conf 96%
Clear next step and timeline provided: 'Level 2 technician will call you back in 24 to 48 hours.'
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior history existed to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Escalation occurred without completing required L1 troubleshooting (e.g., firmware check, local UI access, node re-pairing), violating escalation protocol.
E2 Partially Met Escalation prep & handoff conf 88%
Customer was informed of escalation and callback window, but no case number, investigation details, or reason for escalation was shared.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent apologized for the hold but did not acknowledge the customer’s repeated efforts or express empathy for the ongoing issue.
X2 Partially Met Tone & rapport conf 82%
Agent maintained a neutral tone but did not adjust pace or style to match the customer’s evident frustration or technical engagement.
X3 Not Met Overall experience conf 90%
Customer had to repeat symptoms multiple times; agent did not summarize or leverage prior statements to reduce effort.
Call Transcript16 turns · 20 lines
Speaker 1
Yes, I can barely hear you. Your voice is very soft. Hello? Yes, my
00:00
Speaker 2
Welcome to Linksys 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. For assistance, press one now. For out of warranty products, paid support may be available. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. I thank you for calling Linksys. This is Troy. How can I help you today? Hello, this is Troy. It's almost in step call support. How can I help you?
00:00
Speaker 1
My name is Lamar Martin. I have an issue with a Linksys MX 6200 or your ... what's the actual model? It's a ... it's the ... you know, where isn't it? I just had it in front of me. It's the MX 6200. The Velop 6200, one of my units is having an issue with spawning multiple DHCP addresses, meaning from the parent. So the parent, I have three of the 6200s tied to a LM 3121 router. The other two are fine but this particular one is spawning multiple uh, DHC IP addresses and like two or three of them two of them are virtual and then you have the actual mac address tied to um another. So and it I've tried everything to get it to stop and it keeps doing it. Um I've reset it to factory defaults. I've you know reintroduce the firmware to it um and it's still doing the same thing. And I purchased them back in January this year on Amazon. I live in Mexico. Sure. It's um 5-BW as in Washington. 1-0 M is in Mary. 2-4 E is in Edward. 061160. Uh, Telmex. Yes. Yeah. Yeah. So, if I go out, like, if I go to the parent network, and maybe the connection goes, and I have problems on the other end when I try to reconnect.
01:00
Speaker 2
you're internet service provider oh yeah okay you are mister Lamar Marti and your email is martee at Lamar Angela dot-com okay so one of these nodes keeps on like spawning or changing the cp address
03:00
Speaker 1
router and go to device list. I see two iterations of this particular node with the same name. So, if I click on the first one for the information, it doesn't have any information like the manufacturer, the model number, the OS or anything like that. It has an IP address. It has an IPv4 address. It has an IPv6 address. And it shows the MAC address. The MAC address is not that's listed is not the actual hardware address that is printed on the label of the device. So, if I go to the next one, however, same name, it shows the manufacturer is Linksys. The model is MX62V as in Victor One. And then it shows the IP address And the actual MAC address that is for I for the IP address LAN one. It shows the correct uh MAC address that's printed on the label of the device. Um, and when I try to so when I try to like reserve a a DHCP address for the actual correct hardware address, um, it won't do it. It won't do it at all. And as a matter of fact, um, when my wife comes downstairs, so we have one on the first floor, one on the second floor, and one on the third floor, um, and when she's moving from the third floor to second floor, everything is cool. When she gets down here and she moves towards that one, if she's on a phone call, it'll break up and drop like have difficulty connecting even though I see it. I can ping it. Like I said, it shows under the device list, but it shows up twice, instead of once. Like the other two nodes just show up once with the, correct, uh, has IP address. Has the IPv4, has the IPv6, and it has the correct Mac address. That's it. Same thing with the other one. It's the same. It shows the same. [silence] Uh, it shows the correct IP address that I've assigned to it, the, uh, IPv 6 address and on that correct hardware Mac address. It doesn't show multiples. [silence] Um, so if I go into the app, the phone app. [silence] um, it shows up sometimes with a different um Mac address.
04:00
Speaker 2
Mmm. Okay.
06:00
Speaker 1
Yeah, it's solid light. White light online. it's online, you know, um, it, it doesn't show any errors per se like it doesn't show red or anything like that. It's online. The light is white. Sure, no problem.
07:00
Speaker 2
Okay, I see. Um let me just check regarding on that one. Um, Can I put this on hold for like a few minutes? I'll be right back. Okay. Thank you so much.
07:00
Speaker 1
Yes please. [silence] Yes. [silence] Yeah [silence] that's fine. [silence] That's fine. [silence] Yes. [silence] Correct. [silence] Yes, that's it. [silence] That is correct.
12:00
Speaker 2
Oh hello, sir Lamar. I'm so sorry for the long wait. Um, yeah, I actually, yeah, I've already checked this one and for this case here, I need to escalate this one to our level to submission and you have to wait for their call back within 48 hours if you're okay with that. Okay. So, yeah, so I'll just take note everything that you have done, like you reset and reconfigure that specific node, right? And then you also reflash its firmware and re-add it to the system. That's all what you did and also you mentioned that you already reserve its IP address but it's [ silence ]
12:00
Speaker 1
correct it won't it yeah that right the the actual um Mac address hardware that gets an IP will not reserve an IP address at all in the DHCP range it will not do it but the virtual virtual ones or whatever those are that come up it will and also um that particular node and it was doing it prior to me flashing it with the um firmware again if I click on the um node with the correct hardware address where it says firmware version it'll say checking and then it'll say up to date and then it'll let go of the IP address and all that or erase if I click cancel and go back in and come back into device list it re-
13:00
Speaker 2
[silence]
13:00
Speaker 1
Hearing like it's supposed to it's almost like it doesn't know that it has to correct or is am I supposed because the other two don't do that on a regular like that. I mean I don't see them you know checking, checking, checking on a regular basis. This is the only one that is doing it. um and when I purchased this, these um and I don't know if this has anything it should and I don't think I when I purchased them on Amazon two of them came in the uh as a pair and then I purchased an extra outside of that pair. I don't know if that has anything that I wouldn't think that it would have anything to do it would cause this kind of problem. Okay.
14:00
Speaker 2
Yeah. Okay. I'll take note on that one. So, um, yeah. The level two technician will call you back in um, 24 to 48 hours.
14:00
Speaker 1
Okay.
15:00
Speaker 2
after I'll escalate this call, yeah right away after this call, alright? so just keep your lines open. you're welcome sir, so anything else or any questions? okay. you're welcome sir. thank you for calling Linksys, you have a good one. bye.
15:00