V2 Rubric Detail — 226ad696-6a58-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 14:23
Duration
36m 43s
Contact
Laura Lester
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication1.25/5
Ownership3.57/5
Escalation5.00/5
Customer Exp1.07/5
Overall48.5% (+12.5)

V2 Grader Summary

The agent correctly identified the MR7350’s limitations and shifted focus to the ISP-side issue, but provided materially incorrect technical information (denying AP mode, wrong default password) and failed to resolve the customer’s goal. Troubleshooting was partially effective but poorly guided, with high customer effort and no clear resolution path, leaving the issue unresolved.

V1 Case Analysis

Customer attempted AP-mode setup on MR7350 for Wi-Fi extension. Agent incorrectly stated no AP mode exists, gave wrong default password, and misdirected to ISP after invalid WAN test. Issue unresolved.

Troubleshooting Steps
  • Verified MR7350 model number
  • Guided login to myrouter.local interface
  • Attempted SSID/password setup in web UI
  • Checked router LED and internet status
  • Conducted invalid WAN test via laptop without disabling Wi-Fi
Key Observations
  • Agent incorrectly stated MR7350 lacks AP/bridge mode capability, contradicting KB documentation
  • Default admin password misstated as 'admin'' (with apostrophe) instead of 'admin'
  • WAN connectivity test invalid due to active Wi-Fi on test device, preventing proper isolation
  • No structured troubleshooting followed (missing power cycle, firmware update verification, or proper AP-mode setup)
  • Disorganized call flow with confusing navigation instructions and repeated steps
Positive Highlights
  • Correctly identified router model (MR7350) early in the call
  • Maintained patience despite customer frustration and prior call drops
  • Attempted firmware version check and provided next-step direction (though flawed)
Agent Errors / Gaps
  • Claimed MR7350 cannot operate in AP/bridge mode (factually incorrect per KB)
  • Provided wrong default admin password ('admin'')
  • Conducted invalid WAN test without disabling Wi-Fi on test device
  • Skipped essential troubleshooting steps (power cycle, firmware update)
  • Failed to guide proper AP-mode configuration per KB procedures

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolves the core issue of extending Wi-Fi to the outbuilding; ends by directing customer to contact ISP without confirming resolution path.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent checks firmware, port status, and performs cable test, but troubleshooting is fragmented and lacks logical flow or clear diagnostic goal.
R3 Met Correct resolution path conf 90%
Agent correctly identifies MR7350 cannot function as wireless bridge/AP and shifts focus to ISP-side connectivity issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies no internet and checks physical layer (cable, port), but fails to ask about PPPoE, MAC cloning, or CGNAT—key for ISP gateway setups.
T2 Met Appropriate tools / resources used conf 95%
Use of local web interface and direct cable testing are appropriate tools; agent avoids unnecessary remote tools not needed here.
T3 Not Met No misinformation conf 95%
Agent incorrectly states MR7350 has no access point mode (it supports AP mode via firmware); gives malformed default password 'admin apostrophe n'.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent long silences, unclear transitions, no agenda set, and agent loses control during confusion over ports and UI navigation.
C2 Partially Met Confirmed understanding conf 85%
Agent uses simple terms but fails to confirm understanding; customer repeatedly asks for clarification despite agent repeating steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case throughout, does not transfer, and continues despite prior technician handoffs noted in record.
O2 Partially Met Proactive follow-through conf 85%
Agent tells customer to call Comporium but provides no timeline, follow-up plan, or callback offer.
O3 Partially Met Closure confirmation conf 85%
Agent references ticket number but repeats questions about cables and ports already likely covered in prior support.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation occurred and none was warranted—the issue is with ISP equipment, not Linksys product or support scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent expresses understanding and thanks customer, but tone remains procedural without deep acknowledgment of frustration or repeat-contact fatigue.
X2 Not Met Tone & rapport conf 95%
Agent continues scripted steps despite customer confusion and repeated disconnections; fails to adjust pace or simplify approach.
X3 Not Met Overall experience conf 95%
Customer performs multiple cable swaps, UI navigations, and reboots; agent does not streamline steps or reduce repetition.
Call Transcript65 turns · 68 lines
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 1 now. For out of warranty product please have your device's 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. [music]
00:00
Speaker 1
Hi, yes, I just called and started speaking to I think somebody called Rhea but the phone, it dropped out twice. So I'm working on a ticket number. I've been working on this for some time. Do you need the ticket number? Okay it's L, as in Lima, P, as in Tango s, as in Sierra 0-0-1-3-3-2-2-3 Thank you
01:00
Speaker 2
Thank you for calling LinkCIS, my name is Gerald Oganal. Mm-hmm. Sure, what's your ticket number? Got it. One second. Hello, thank you so much for patiently waiting on the line. So, I check your record right here.
01:00
Speaker 1
I'm Laura yes yes uh yes I'm yes and can I ask you a question oh yep so just just bridge mode does that mean so my Linksys router is connected to my comporium router my service provider router and I don't all I want to do is extend I want to extend the Wi-Fi I'm not actually creating another another network so is that that's a bridge is that correct
04:00
Speaker 2
Are you a Lara Lester? Okay. So based on the record, the documentation says that you need assistance setting up your router to bridge mode. So what's the status of the router right now? What is it? No that's not extended the Wi-Fi because by setting this up to bridge mode, it will disable the Wi-Fi.
04:00
Speaker 1
right. Okay, so, right, okay, so, I have, I have a house, [silence] and in the house, Comporium service I have Comporium service, and that inside the house, I have a modem that's connected to a router, and that's how I have my Internet in the house. And then from the Comporium router, I have an ethernet cable that goes to a second a second building, just an outbuilding, and I have the Lexus router there, which is then, you know, it's connected directly to my router in my house. So all I'm trying to do, and what it's been working for two and a half years, I believe I'm trying to extend my [audio overlap] Wi-Fi to the second building. Is that correct? Okay. Yeah. Oh, but and and so what am I so what is it, what is the Linksys router doing for me then? Okay. [silence] alright
05:00
Speaker 2
[KEEP_UNCERTAIN] this, I mean, but again, setting this up to bridge mode, it will disable the Wi-Fi settings. If you want, we can try the Wi-Fi settings of your Linksys router. There's no option to extend the Wi-Fi. It will not extend your Wi-Fi. It's a router. It will have its own. This router model number MR7350 does not have a wireless bridge mode or or access point mode. This is a standalone router. So if you want this one to have Wi-Fi connection, you will have to set up a Wi-Fi name for this and password. That way you can make use of your Wi-Fi. [silence]
06:00
Speaker 1
It is on a cable it is on a cable. Yeah, okay. Well then I don't know how it was set up before it was it's been working for two and a half years. And so I guess however you're saying to do it is is the way I'm going to do it. So what you're saying is I have my my modem and router in my house and the linksys is um connected via an ethernet cable to the router in my house. And then it goes to the second building and I will be able to get Wi-Fi in the second building. That's correct, however, it's done. Okay, okay.
07:00
Speaker 2
[silence] It's not possible. [silence] If we set this up as a router internet settings, DHCP, then yes, you you can make use of the Wi-Fi of your Linksys router. But not to extend the Wi-Fi of your comprium router, that's not possible.
07:00
Speaker 1
Well, then I don't.
08:00
Speaker 2
I see. We're going going to figure out what what we can do with that rather rather. However, let me just before we proceed doing the troubleshooting or setting up your rather based on the record right here, you paid for the service and you have been assisted by the previous Technician. Two Technician actually. This is actually the the the paid support was actually one-time support but this I'm going to continue this one but this is
08:00
Speaker 1
Yeah. Okay. Yeah, I totally understand that. Yep. Thank you. Thank you. Yes, I do. I, uh, laptop. Yeah. It's Mac, yes. Mac OS. Yep. Yep. Okay. And okay? All right. I'm just gonna get started. Okay. We'll do it.
09:00
Speaker 2
Okay, great. Great. So you have your computer ready? You have iPad, tablet. What's operating system of that? You have the laptop. What's operating system? Is it Mac OS or Windows? Mac OS. You said the router is on and solid? Can you go to your computer Wi-Fi settings, and find the Wi-Fi name with Linksys setup? connect to that.
09:00
Speaker 1
and connected to that. I have Safari, I have Safari, so I can go to Safari. Okay. Okay, I'm at in Safari. Okay. there, the picture of two phones.
10:00
Speaker 2
open your Google Chrome browser if you have a Google Chrome or Edge, Safari if you have Safari, yes. I'm gonna give you... actually no, let's not use the IP address, I forgot it's connected to rather so. So, go to my router.local. dot local. What do you see there? Click the image of the phones.
10:00
Speaker 1
I'm stinking. Okay, it says sign in, log in with your router password. Access the guest network. Yep. Okay, ooh, okay, do I sign in or reset password? Sign in. Okay.
11:00
Speaker 2
yes but by default the uh the password is admin a d m i n apostrophe n that's lower case uh sign in yes
11:00
Speaker 1
There is a page, there's a list on the left smart Wi-Fi tools, router settings on the right, there are some little white boxes with the different headings. Oh there's there's a little box that says Wi-Fi settings link to set up network status. Oh, it says no internet connection. The device sees the router, there's a green arrow there but router and internet there's a red exclamation, no internet connection
12:00
Speaker 2
What is heter status?
12:00
Speaker 1
Okay. Okay. Okay. firmware version is 1.1.7.2.0.9.3.1.7. quartz yeah
13:00
Speaker 2
under settings you'll see troubleshooting click that under troubleshooting there are three tabs remain on the first tab that that is status under status they have devices and report click report what is the firmware version scroll all the way at the bottom and you will see ports it'll do that I mean in line with the the word port there are boxes above that they have 100 BPS 1 Gbps where is the X Mark got it
13:00
Speaker 1
It's is under one. Gbps. Yep. No number four has an X, under one Gbps. the internet port of the router. I am connected. I [silence] there's a lot of cables there. Oh, oh, no, no, there is. I'm sorry. I'm just, I'm just following the cable. Right. The internet port has a Ethernet cable that's connected to my Comporium router. [silence]
14:00
Speaker 2
You told me below und er, um, too, that, uh, het, 3 and 4. Is that on empty? What device is connect to the inernet port of your router? [silence] No cable connect there.
14:00
Speaker 1
Yes. It. No, the internet. Oh, NUMBER, number four is your computer. Oh, NUMBER. Yep. The internet port on the link is is connected directly via ethernet to the road, the comporium router. Box number four is connected directly to my computer via ethernet. [silence].
15:00
Speaker 2
uh, you said the, the Port number four, there's one gigabit per second, right? gauge bps right gauge bps right gauge Smart. Oh, So what device is connected to that? Is it a computer, a television, or, or something else? What is it? The, no, the, uh, no, I'm at four, four. Oh, okay. All right. Um, let's name the Wi-Fi. First, click, okay. And let's, I mean, scroll down all the way to the bottom, bottom, lower right corner of the screen. You'll see a
15:00
Speaker 1
I'm sorry. I'm, I'm still on the troubleshooting page. I haven't clicked okay. I should click okay there. Okay. All right. So now. I'm. Yeah. Okay. Okay. Okay. Okay. in, in the line with end user license agreement privacy statement that. Okay. So so click on CA, correct? Okay. Okay. Okay. Back to well, yeah, I'm back to sort of a page that looks similar. [silence]
16:00
Speaker 2
One, C.A. Yes, tiny, but you can see it there. C.A. Yeah, click the okay button fast. Go to, oh, forgot, oh yeah, scroll down all the way to the bottom. You'll see let's see a bottom right corner. C.A. It's really small. Yes. That's that's the one. Yes, correct. C.A.S. [silence]
16:00
Speaker 1
Okay? Okay. Vell of setup the last tab. Yep, okay? Okay, so SSID is the name, correct? Links to links the setup. Oh, create one.
17:00
Speaker 2
without the C-A, now go to connectivity that's on the left hand side under router settings. Under um under connectivity there's CA router setup or Velo setup click that. That's the last tab. And then there's SSID and password. Create your SSID. That's a wi-fi name and password is the wi-fi password and click setup mode once you're done. [silence] the name of your wi-fi it. Oh no, create, sorry. Create a, hold on. Create a wi-fi name, sorry. Like personalize it. Customize the wi-fi name. Yes. You can also do that. It's up to you.
17:00
Speaker 1
Setup node. Okay, it says applying changes. Your router is applying changes, and I press okay. All right, what comes up immediately is router not found. You are not connected to your router. Uh, okay. A new, sorry, a new, a new page, a new page came up. It says, uh, the page of connectivity has come up. Uh-oh, it says, and I'm, I'm in the tab, Velo setup. It says, if you are connected wirelessly, please reconnect to Laurel Cottage, blah, blah, blah. Your master node is now configured.
19:00
Speaker 2
Click Set Up Node. Yes. Okay. Please okay. Hmm. Your router is now restarting. Um, but I think it will not have internet connection. So, what we need to do is to. What happened? Okay. Silence.
19:00
Speaker 1
So if you are connected wirelessly, please reconnect to. Okay. Okay. Okay, before I do that, I just went to my internet settings on my laptop, cause that's where I'm working. And it looks like I'm connected via my my my comporium. So that is called, I'm just it's called rascal in the house. And the new one is called laurell cottage. And when I go to my network settings, I am on rascal. Do I need to choose laurell cottage before I carry on? Okay. And that actually, it doesn't. Oh, there we go.
20:00
Speaker 2
But, but you are. All right. But you are connected through cable, so that's fine. You're still connected to the network. Click the okay button and uh check the network status. yes. It's connected to Linksys Wi-Fi.
20:00
Speaker 1
Okay, so connect to[silence] Laurel Cottage on[silence] my laptop again, correct? Okay. Okay, now it says the Wi-Fi network Laurel Cottage requires a WP A2[silence] password.[silence] That's okay. And I'm going to join. Oh, well, I'm just going to say the router, the Linksys router, now has gone solid red. Um I don't know if that will change. And
21:00
Speaker 2
Correct. The password you created. that that's what it's asking. uh-huh. Okay.
21:00
Speaker 1
OK, so I'm still in the connectivity. Setup, but it looks like that's all. OK, so note what's come up again. Router not found. You are not connected to your router. And the router is now red. Yep. OK. The model number for the Comporium router is U420. Is there a dot in there? I can't see that. Sorry.
22:00
Speaker 2
Yeah, it doesn't have internet connection. So, what we need to do is to restart the internet source. I checked the firmware. It's updated, so we don't have problem with the firmware. This, I think it's not providing. What's the model number of your Comporium router? This so I can see what it looks like.
22:00
Speaker 1
U4 2 GS 2029 E [silence] it is it's an it's connected directly via ethernet cable [silence]
23:00
Speaker 2
okay checking your Linksys router is this I mean is that connected directly to your company router no switch in between no wall patch in between it is okay checking
23:00
Speaker 1
It's white. It's white. It has two.
24:00
Speaker 2
Is that a black router or a white router? Router you're comparing, I mean. It's white. How many ports does it have? Two ports. And what what are those two ports? Ethernet and WAN.
24:00
Speaker 1
Internet number one. Gosh, so I don't know what the icons mean. Uh, it's the first one, the first port is 2.5 Gbps, I get G. And then it has like two, I don't even know, like antenna-like things. The second one is 2.5 G, and it has two antennas and a flash and a globe. The link is, yeah, it's connected to number two.
25:00
Speaker 2
Currently where is your linksys router which port is it connected to your linksys router Circumforum router,
25:00
Speaker 1
Okay. sorry, connect, connect what? Disconnect the Camporium router to the Linksys router. disconnect that. Okay.
26:00
Speaker 2
Is it possible that you connect the ethernet cable connected to the internet port of your Linksys router to your computer or your laptop? [silence] Disconnect the cable connected to the internet port of your Linksys router. [silence] No, just unplug the cable connected to the internet port of your Linksys router. [silence] At the back there is an internet port. [silence] Disconnect that cable.
26:00
Speaker 1
Okay. There it's not, it's no longer. Put put that cable into my computer. Wow. Yeah. Okay. So go to my, Okay. I
27:00
Speaker 2
I used that same cable to your computer. Yes. Disable the Wi-Fi settings of your computer or laptop. Disable that and then let's test the connection if it's working or not working.
27:00
Speaker 1
Okay. Oh, any website, right? Yep. It's loading. It's just going slowly. Yep, hang on one second. Let me just double check this. So, I'm. So the network at the house via the comporium router is called Rascal. So I'm.
28:00
Speaker 2
The Wi-Fi is disable right? It's not connected to any Wi-Fi, correct?
28:00
Speaker 1
Now on Rascal. Disconnect from the Wi- OK. Oh so just turn Wi-Fi off on my computer. OK. Is that correct? OK. And now, oh my. OK. Yep. OK, YouTube. It says you are not connected to the internet. So it's the, it's the cable.
29:00
Speaker 2
You disconnected from the Wi-Fi. Make sure that the laptop is not connected to Wi-Fi, to any Wi-Fi. Correct. Yeah, just turn Wi-Fi off. Now try to access a random website, Facebook, YouTube whatever page you want to open. So the cable is the problem if that's the case. Or the the source of the internet. It's not providing internet. Try one more time.
29:00
Speaker 1
Okay. Um, uh, can I plug a different cable in? So if it was right, a different port? No, there's only two, and the the number one port is bringing the Internet in from the modem, so I can't, I can't, I can only use, there's only one port I can use.
30:00
Speaker 2
but the cable is working, the the router was able to detect that. it's under 1 gbps. however, it's it's not providing internet source. that's why your link just rather turn solid red. so is your computer not working. but try again. maybe it'll work this time. instead, try a different port. hmm? yeah, on your comporium other, there there are two ports or 3. i think you mentioned 3.
30:00
Speaker 1
okay so I'm gonna alright I'm, plugging it back in silence
31:00
Speaker 2
Oh, okay understood.
31:00
Speaker 1
I'm just waiting for it to start up. And just, um, you know, just in case, I don't know, I've spent so much time on this and I know, I mean, you guys have helped me so much. Um, it is actually the the port, I'm just not getting, it's not it's not the links this router that's broken. Is that correct? Okay. Okay.
32:00
Speaker 2
No, your Linksys rather is already set up, but it's not getting internet coming from the internet source, so I think the the the integrated router is not providing internet source or that that port is maybe disabled or not working. The cable is detected though. So we don't have problem with the cable. You can try a different cable if you have one or spare cable. We can try that. [silence] Okay.
32:00
Speaker 1
Yep. Okay, that's plugged in. new cable and the router is is syncing, it's flashing. And the Wi-Fi on my computer is turned off. Okay. And now it's on. Let me see, Wi-Fi Bluetooth. Okay, let me see if I can get online. Hello? Okay, so, it says you are not connected to the internet. Okay. So I need to get a new box from Comporium.
33:00
Speaker 2
but I don't think it will work but we can try. maybe you can try to ask them what to do with that.
33:00
Speaker 1
okay. So I need to call Comporium and ask them if there's some settings to make port number two work? Okay. And got it. Okay. And then, and then if I get that sorted out, then will it be easy for me to to connect my Linksys router? Is that something I need to
34:00
Speaker 2
it's just a able or maybe we need to restart the Mac so the device so that dead port can recognize that it's part of the network. There may be some settings that we need to do. however, I'm not expert with Comorium devices so I cannot help with that. I'm expert releases better for sure. I can help with that. Yes. Ask them if that's active or maybe it's not active. If that's working, your computer should be online. but now it's not.
34:00
Speaker 1
I mean, I know if I call back, I'll pay, that's fine. But is that something I should call back? Is it be complicated or or is it straightforward? Sure. And wait five minutes, okay? Okey dokey. Yes [silence]
35:00
Speaker 2
It's a straight forward. It's it's going to be plug in play because your route is already configured, the setting is back, I mean it's already it already have wi fi name password. It should be just a plug in play, uh, as long as the internet source is working or active then the light of that brother should turn solid blue. If doesn't work, you might need to restart both router and oh you put her to router Psu. start with the Compore your. Wait five minutes before you turn on the Lay your better. That should work. It it doesn't work. But if it if it doesn't work, try to connect your computer again. To that port, if your computer was.
35:00
Speaker 1
Okay. Okay, so I'll call corium, and then if I do need your help again, I call back and I just pay. Yeah. Okay. Okay, well thank you for your help. I I think just thank you so much for your help. Thanks for your patience. It's frustrating. Okay. Yep. Okay. And you too. Thank you. Okay. Bye.
36:00
Speaker 2
work, then your Linksys should be to be working to be able to work. unfortunately, that's the case, but i think it's just a plug and play i understand I hope you have a good one, though. thank you.
36:00