V2 Rubric Detail — 16f6ce12-812a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 15:21
Duration
17m 9s
Contact
914-216-3992
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137445
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: Node Not Reconfiguring_MX4200

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership3.21/5
Escalation2.50/5
Customer Exp2.50/5
Overall50.3% (-5.7)

V2 Grader Summary

The agent performed basic app troubleshooting and maintained some continuity using the ticket history, but failed to advance to KB-recommended web browser management or escalate the persistent app detection issue. While initial steps were reasonable, the lack of progression to alternative solutions or clear ownership resulted in an unresolved case despite partial effort.

V1 Case Analysis

Customer reports Linksys app cannot detect MX4200 mesh system despite nodes online. Agent performed app reinstall and mobile data toggle. Issue persisted; no web UI alternative provided. Customer frustrated and disengaged.

Troubleshooting Steps
  • Confirmed customer's Wi-Fi connection to 'Bowdoin home' network
  • Advised disabling mobile data to prevent interference
  • Guided through uninstalling and reinstalling the Linksys app
  • Attempted re-add system through app setup flow on iPhone and iPad
Key Observations
  • Customer explicitly stated 'the app is very buggy' and 'the worst app' at timestamp 05:00, indicating long-standing usability issues
  • Agent correctly identified product model (MX4200) and topology (3-node mesh) early in call but omitted mandatory reference to Linksys App Transition Notice
  • No alternative management method (web UI at http://myrouter.local) was provided despite being official replacement for app functionality
  • Agent placed customer on hold once (13:13) but call ended abruptly without escalation or concrete next steps
  • Customer terminated call after repeated failure ('RIP to the app'), indicating complete loss of confidence in support path
Positive Highlights
  • Correctly confirmed product model (MX4200) and mesh topology early in call (03:00)
  • Followed standard app troubleshooting sequence: mobile data disable, app reinstall, device restart (06:00-08:00)
  • Maintained composure despite customer's strong negative feedback about app stability
  • Attempted logical isolation by testing on secondary device (iPad) to rule out phone-specific issues (09:00)
Agent Errors / Gaps
  • Failed to inform customer that Linksys app is no longer the recommended management method per universal app transition policy
  • Did not provide alternative web browser access (http://myrouter.local) as required resolution path
  • Missed opportunity to generate LTS diagnostic ticket via supported 5-press method on MX4200
  • No escalation path offered despite persistent failure and customer frustration
  • Call ended without clear recap or actionable next steps, contributing to customer disengagement

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer repeatedly states the app cannot detect the router despite correct Wi-Fi connection; agent does not resolve the issue or offer a working alternative like web browser management.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent advised turning off cellular data and reinstalling the app — valid initial steps for app connectivity issues, but failed to progress to router-side diagnostics or web interface check.
R3 Partially Met Correct resolution path conf 93%
Agent attempted standard app troubleshooting but did not escalate to web-based management (per universal_app_transition_notice.md) or determine if the issue was device-specific, missing a best-effort path for OOW or app-limited cases.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified the symptom (app not detecting router) and asked about error messages, but did not probe firmware, local access, or network topology to isolate root cause.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent used ticket lookup (HappyFox) and verified product model, but did not direct customer to test via http://myrouter.local — a documented alternative per KB, which would have advanced diagnosis.
T3 Met No misinformation conf 96%
Instructions to disable cellular data and reinstall the Linksys app are technically accurate per standard app troubleshooting guidance.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent acknowledged customer’s ticket and device info, placed on hold with timeframe, but allowed long silences and repetitive loops without redirecting to a clearer path.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language and repeated prompts for clarity, but did not adapt to rising frustration or confirm understanding after key steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent pulled up the case and attempted resolution steps, but did not commit to follow-up or take ownership beyond the call; transfer to hold without resolution is incomplete ownership.
O2 Partially Met Proactive follow-through conf 88%
Agent set a 3–5 minute hold expectation but did not define post-hold actions or long-term next steps; customer left without closure.
O3 Met Closure confirmation conf 94%
Agent referenced prior ticket (LTS00137445), confirmed model (MX4200), and did not re-ask basic questions — used history to maintain continuity.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 91%
Issue involves persistent app failure across devices — a known limitation that may warrant engineering escalation per universal_app_transition_notice.md, but agent explored basic fixes first, which is reasonable L1 effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent offered initial apology and acknowledged difficulty, but did not explicitly recognize repeated effort or sustain empathetic tone as frustration grew.
X2 Partially Met Tone & rapport conf 87%
Agent stayed engaged and followed the customer’s lead, but continued repetitive steps after customer expressed strong dissatisfaction, indicating poor adaptation.
X3 Partially Met Overall experience conf 89%
Agent avoided re-asking model or ticket info, but had customer repeat app steps multiple times without pivoting to a more efficient solution like web browser access.
Call Transcript21 turns · 23 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys. This is Chi. How can I help you today?
00:00
Speaker 1
And um and I'm having a real hard time with the app right now. So all my nodes are blue, everything's connected, everything's working, but my app is not behaving. Sure, it's 914-216-3992. I have a ticket number too, if that's helpful. Sure, hang on just a sec. Uh it's LTS uh 00137445. Yeah, yeah. [silence]
01:00
Speaker 2
I see. I apologize for the inconvenience. Before we proceed with that, I sure may have your phone number. Let me pull up your record here. Yeah, may I have the ticket number? Sure. Got it. Let me pull up your record. Please wait just a few seconds.
01:00
Speaker 1
I logged in uh says it couldn't find my router says it wasn't connected to the internet said I had to connect my phone to the Wi-fi which was the you know what is it Velop 96 Velop setup 96 D or something D 96. Anyhow, uh I figured that all out. That wasn't very clear cuz I didn't have the password but then I realized it's on the bottom of the router. So I got that all set up, but it doesn't recognize the the app is not recognizing uh it it kind of went through the setup where I got to rename the the Wi-fi system and then when it got to the back when it got to the end of that whole process, it said getting settings and it froze. So I went out of the app, went back in and now it doesn't recognize I don't see anything. It's as if I have no system in there. So I I
02:00
Speaker 2
I did you encounter any error messages when trying to go inside the app
02:00
Speaker 1
I don't know what's going on. Yeah, that's me. Yeah, yeah, that's me. Yes. at mac.com, that's correct. Yep. Yep. I didn't understand you. What'd you say? Uhm, no, I think that has disappeared. Let me just triple check that.
03:00
Speaker 2
Ice, Ice, got it, sir. And yes, I was able to pull up a record, sir, under Mr. Bradford. Hello, sir? Yes, sir. Uh, the email address I have here, sir, is babodine at Mac.com. Okay, got it. So, yes, you have an MX 4,200 3 nodes. Okay, okay. And you mentioned, sir, you confirmed that all of your notes are working fine. It's just that they are not yet moved to its own places. Uh huh. Uh, okay, let me just rephrase that one, sir. Um, what is the wifi name right now, sir, on your DNS? Is it still developed setup? Mhm. Mhm.
03:00
Speaker 1
real quick just go to Wi-Fi and see if it comes up on my phone here no the name of the Wi-Fi is Bowdoin home B-O-W-D-O-I-N home Bowdoin home and I'm connected and I'm connected to it. it shows my phone is connected to it it's just when I go to the app um it I don't get anything [silence] yes it is I'm looking at it [silence] yeah
04:00
Speaker 2
Mhm.
04:00
Speaker 1
Yes. Yes. Yes. I am going to log out. I'm going to close the app and then reopen it because like I said, the app is just misbehaving. I think the app has a lot of bugs in it. Just so you guys know. It's very buggy. Freezes a lot. You know. Anyhow, let me just Okay. Starting the app. It says getting router settings. Okay. It says you haven't added a router or mesh Wi-Fi system to your account. That's not true. It says let's fix that. What else? Yeah. Okay. Instructions Add an existing router or mesh Wi-Fi system. Okay. Sorry. Just let me go to All right. select system or router Pesian don't you just select It's Yeah. See, it's still asking me about the router. But I don't _____, you know, I don't like it. Hello? Oh, it's not even showing. It's not even showing. Well, listen, it's not showing. But I don't _____ even like it. Sorry. Sorry. This app is even worse than you know. It's not normal. It's just not a normal experience of an app. I'm not even going to go out of this one. Listen, RIP to the app. This is the worst app and I'm just not sure why I should be suggesting it to you. It's just not a good app. It's not good. It's just not. Okay. Bye. Bye. Bye.
05:00
Speaker 2
Oh, sorry, sure. I was - did not hear that. Okay. Open your link to this app, sir. Let me know what you can see inside - uh, on the app. Mm-hmm. Mm. Uh, yes. Uh, TwoStepNow options to add to account. Mm.
05:00
Speaker 1
power on your router? Connected to its Wi-Fi name. Tap the button below. So I have powered on my router. I believe it's connected to its Wi-Fi name. Um, and I'll say, find my router. So I'm doing that. And I'm sitting about three feet from the router, so it says, oops, something went wrong. We can't detect your router. Want to talk?). Call us, which is why I've called you. Should I restart my primary router again? Should I unplug it and restart it? [silence]7s.
06:00
Speaker 2
uh huh [silence] can you do this one, sir? Uh make sure that your mobile data, if you have a mobile data, four G five G network on your phone is turned off.
06:00
Speaker 1
make sure my mobile is turned off, yeah, okay, turn off the data, all right, hold on just a second, I'll just put it in airplane mode, okay, so it's in airplane mode, it is off, uninstall the Linksys app, delete it, okay, all right, let me delete it, okay, and now you want me to reinstall it?
07:00
Speaker 2
4D. No sir, your cellular data sir, if you're using Apple. Yes. OK. And let's un-uninstall the app sir and then install it again so that we can start from the very first step. Yes. Yes. Delete sir and then install
07:00
Speaker 1
Hello. Yeah. Okay. All right. Hang on, I got to go to the App Store and find it. Okay. Now, then open the app. All right. Now log in. Log in. See what it does. Log in. Getting router settings. You haven't added a router or mesh Wi-Fi network.
08:00
Speaker 2
yes yes sir that's um installed at once sir yes yes sir uh-huh uh-huh [silence] add to account, yes, add to account, add to account, okay. Okay. The same thing. Okay. Do you have other device there that we can uh use? Uh other uh handheld device or like phone, uh phone or an iPad? Um unfortunately we cannot install the app in your laptop sir. Okay. Yes, yes please.
08:00
Speaker 1
Okay. You still there? All right, let me uh Let me just get this and I need to make, I have to, I don't know if I have the link. See if it has it. Okay. Uh it wants me to change the links. Okay. Okay. Manage my Wai-Fai. Let's try it. Hold on. You haven't added a router or mesh Wai-Fai system to your account. So, should I do it again?
11:00
Speaker 2
Uh-huh. Yes. Okay. That's good. [silence] Yes. Add to my favorites.
12:00
Speaker 1
Okay. No, we're getting the same message. Something went wrong. Yep. Can't find it. Yeah. My iPhone. Yep.
13:00
Speaker 2
Same error message. Okay. Okay, this time we use an iPad. What was the device you used earlier, sir? Is it iPhone? Okay. Sir, I'll just need to place you on hold, sir, for just three to five minutes, okay? Can you give me? Yes, stay on the line, sir, I'll be right back. Thank you, sir. [ music playing ]
13:00