V2 Rubric Detail — 33081d74-659e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 14:02
Duration
13m 18s
Contact
447956150506
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#GI00133103
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected Contact

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp4.29/5
Overall63.5% (+27.6)

V2 Grader Summary

The agent correctly identified that the TP-Link XE75 Pro must be activated by Community Fibre and provided a clear next step, demonstrating technical accuracy and appropriate guidance (R3, T3, O2). However, no diagnostic steps were performed, and the issue was not resolved during the call, resulting in a partial resolution. Ownership was partially maintained by not deflecting, but more proactive troubleshooting could have improved the outcome.

V1 Case Analysis

Customer replacing MX5400 with TP-Link XE75 Pro for Community Fibre; XE75 remains flashing blue. Agent incorrectly described XE75 as a Linksys access point and provided no WAN setup guidance. Customer advised to contact ISP for activation.

Troubleshooting Steps
  • Identified the MX5400 and TP-Link XE75 Pro as devices involved.
  • Suggested the customer contact Community Fibre to activate the XE75 Pro on their network.
  • Incorrectly described the XE75 Pro as a Linksys access point that would carry the same SSID.
Key Observations
  • Agent repeatedly misidentified the TP-Link XE75 Pro as a Linksys device, demonstrating a fundamental misunderstanding of the customer's setup.
  • No verification of WAN type (PPPoE, DHCP, bridge mode), MAC address cloning, or router configuration was attempted, despite these being standard steps for ISP router replacement.
  • Agent provided no actionable self-help steps, KB articles, or configuration guidance, leaving the customer with only an external escalation path.
  • Agent claimed the XE75 Pro could 'carry the same SSID and password' as the MX5400 in access point mode, which is misleading without proper setup steps and irrelevant since the MX5400 was disconnected.
  • Call ended without confirming whether the customer understood the next steps or had attempted any configuration within the TP-Link app or web interface.
Positive Highlights
  • Agent remained polite and maintained a calm, professional tone throughout the call.
  • Agent correctly identified that the ISP may need to recognize the new router's MAC address, which is a valid consideration in some fibre setups (KB alignment: universal_mesh_full_rebuild.md mentions MAC address binding).
  • Agent acknowledged the customer's goal of maximizing the XE75 Pro's performance.
Agent Errors / Gaps
  • Misidentified the TP-Link XE75 Pro as a Linksys mesh node or access point, leading to incorrect technical guidance (KB contradiction: TP-Link is not a Linksys product).
  • Failed to perform any actual troubleshooting steps such as checking WAN settings, PPPoE credentials, MAC cloning, or bridge mode configuration (KB contradiction: universal_mesh_full_rebuild.md and velop_router_setup.md emphasize WAN setup verification).
  • Provided materially inaccurate information about the XE75 Pro functioning as an access point under the MX5400, despite the MX5400 being disconnected (KB contradiction: access point mode requires proper configuration and connection to a primary router).
  • Did not clarify whether the customer had attempted setup via the TP-Link Tether app or web interface, nor offered any model-specific guidance (KB contradiction: adjacent_connecting_devices.md and ax_maxstream_wifi_connectivity.md emphasize verifying device setup methods).
  • Did not provide any self-help resources, KB articles, or follow-up materials to support the customer independently (KB contradiction: all KB articles emphasize providing actionable guidance).
  • Allowed the call to close without confirming the customer's understanding or ability to execute the next step (KB contradiction: PROTOCOL dimension emphasizes clear next steps).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer: 'I just can't seem to get it connected... it doesn't seem to recognize it.' Agent: 'you need to call the community fiber… they will activate it' – no resolution achieved or confirmed.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent correctly identified the core issue (ISP activation required) but did not verify symptoms like WAN status, LED behavior, or perform any on-router diagnostics before directing to ISP.
R3 Met Correct resolution path conf 96%
Agent correctly determined that the TP-Link XE75 Pro is not a Community Fibre-provisioned device and must be activated by the ISP, aligning with ISP-specific provisioning rules.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the correct root cause (ISP activation) but did not ask diagnostic questions about router status, LED patterns, or connection attempts to confirm.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent did not use router diagnostics or check WAN/Internet status, but correctly relied on known ISP policy (Community Fibre requires activation) which is a valid resource.
T3 Met No misinformation conf 95%
Agent accurately stated that the ISP must activate the router and explained that the MX5400 is currently the registered device — consistent with ISP-controlled provisioning.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow but had multiple long silences and minor confusion (e.g., 'precisez oui'), indicating partial control.
C2 Met Confirmed understanding conf 95%
Agent used clear, simple language ('you need to call the community fiber') and repeated key instructions, adapting to customer’s non-technical level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent did not transfer but correctly directed the customer to the ISP for activation — a necessary external step — while remaining engaged and offering explanation.
O2 Met Proactive follow-through conf 97%
Agent provided a clear next step: contact Community Fibre to activate the XE75 Pro as the new primary router.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue required ISP action, not internal escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent remained polite, used empathetic phrases ('I understand that'), and stayed solution-focused despite customer frustration and confusion.
X2 Met Tone & rapport conf 94%
Agent matched the customer’s pace, used a calm tone, and confirmed understanding through repetition and clarification.
X3 Partially Met Overall experience conf 90%
Agent reduced effort by providing a direct path forward, but did not attempt any self-help steps (e.g., checking router lights, suggesting app reset) that could have ruled out simple issues.
Call Transcript24 turns · 26 lines
Speaker 1
Hi, Ellie. Yeah, I've got a I'm connected with community fibre. I'm not sure if you're familiar with that set up. A community fiber. And I've I had a links MX5 400. Um and I'm up a node. It's only one. You see, and it's got four outputs. Well, one input and three outputs. So I'm upgrading it now to an X E75 pro mesh system TP links. Yeah. So I've got three nodes.
00:00
Speaker 2
Welcome to lingxis support to a show quality service. Your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling linksys technical support. My name is Ellie. How can I help you?
00:00
Speaker 1
It, it, I just can't seem to get it connected. It's not accepting it. Um, the community fiber router is not accepting the node, the main one. I mean, I had it all connected before, but it was, I was using it as a like a switch box. Okay? So now I've got rid of the 5400, and I'm using I've got the one main one. I wanna use that because I realized that if I connected to the the original node, the 5400, I wasn't getting, uh, the full power from all the at the the XE75. It was just basically being used as a switch. So I got rid of the 5400, which I put aside, and I connected the, uh, the main XE75 to the router, but it doesn't seem to recognize it. The router it's the node is just flashing blue. The router's fine. It's [silence] stuck on blue and everything, but the XC 75 main, uh, the Decco XC 75 is flashing blue. I reset it, but it still goes on flashing blue. And it does, um, I went into the community fiber, uh, app system, uh, to reset it all and, um, it's just not recognizing it. It's not, it doesn't want to connect for some reason, it doesn't see it, doesn't see on its system to connect it to. God, I hope all that made sense to you. Yeah. Yes. Yeah, it's a three, three notes of that exact.
01:00
Speaker 2
Well, of course, so, uh, I just really wanna have some clarification as well. So you have the Linksys MX5400 and, uh, you also have this Xe75 Pro, which is actually from the TP Link, correct? [silence] Okay. [silence]
02:00
Speaker 1
Yeah. So what I did. I disconnected the MX 5400. okay Now I want to connect my community link direct to the XE 75 Pro. Yeah. Yeah. No, I have no I haven't. I went on the system in the app community fiber app and they said yeah it's it's it's on the app and it says yeah, you can do it directly and it gives you step-by-step directions what I need to do.
03:00
Speaker 2
Okay, three, uh-huh. [silence] to XD. Yeah. Okay, so um regarding with that one since you want to get rid of the MX 5400, which is the link router so that you can use the XSF 75 ProTi that you have, um have you already requested, um this router to be connected to the community fiber server and because for that one sir, yeah. [silence] Yeah.
03:00
Speaker 1
even with images and everything. So I followed all that and it just. Yeah, it's just not connecting still. Really. That's correct.
04:00
Speaker 2
Yeah. Yeah. I, yeah. I understand that. Uh-huh. Yeah. So I understand that the app did provide you some instruction, because yes, it will really provide you some instructions, but still, if the router is haven't been, you know, activated from your internet service provider to use their services, then it will never really gonna work, sir. So for this one, you need to, yes, so for this one, you need to call the community fiber, because you have a community fiber internet subscription, and the MX 5400 is the one that they provided you. Like the community fiber, yeah. So if you wanna get rid of the MX 5400, you
04:00
Speaker 1
Okay. Okay. Okay. No problem. Now, I will do that. Now, just in case, is there any way round that that I've got I've now got four nodes. One is the MX 5 450. And the other three, the XE 75 Pro. Okay. They there there's three of them. They it comes in a box, three of them. Okay. So, if I if I reconnect the the MX 5, 400 to
05:00
Speaker 2
need to call them first so that can activate the XE - 75 pro that you have to be the main source of your internet moving forward and not the MX on and not the MX 5400. Yeah, that's actually that is exactly like you know, arm how it works because if you need to call them first.
05:00
Speaker 1
No, no, um, to the community fiber, yeah? Okay, direct again. That will work, that will start up uh, immediately, I'm sure it will. Okay. Now, how do I, how can I connect the X, E75 Pro to the the MX, yeah. And, but, but making sure that I get the full potential of the XE75 Pro. Is that possible?
06:00
Speaker 2
okay so yes it would be possible but the XE75 Pro, they will going to act as an access point of your MX5400 so it will not gonna be like a mesh system but instead this XE75 Pro will gonna act instead acts as an access point.
06:00
Speaker 1
I can still get the full potential of the X. E 75. like, it's a. it's a. as an access point. What do you mean an access? like a switch box? No. okay. So because the XE 75 Pro is a triple uh uh, what it's. Yeah, broadband when the MX 5,500 is only a double. so, oh, yeah, yeah. and it as a much
07:00
Speaker 2
They will going carry the same SSID and password. They can do it like that. And of course, you can then get the full potential of your AC 75 Pro from TP Link. Yeah. Yes sir. But they will going to act as an access point at Yes sir. Like yeah, like, like kind of like that. [silence] So you want the well, yeah. [silence] So yes, you take it out.
07:00
Speaker 1
It can, it can still work really? Yeah [silence] Oh, okay. [silence] Ah, okay. I'm better off just leaving the MX54 out and just concentrating on the EXE75 then to get that connected directly with community fibre.
08:00
Speaker 2
So yeah, they can actually work like that. Yeah, sir, of course, but for that one since I don't know the settings of their I mean of the xE75 Pro so you need to call them so that they can so that they can help you configure this routers so that they can work with the MX5400 sir. Yes sir, because there are some settings of this routers that needs to be activated and there are some settings of this routers that needs to be turned off.
08:00
Speaker 1
Okay, so, so, you, you, you advise I'll ring them up so they can do something with the server. So, I can activate it. [silence] Yeah. [silence]
09:00
Speaker 2
Okay. activate the router. So, that yeah, because all right now sir, the community fiber is sending the internet signal directly to your MX 5400 and not on the X E. because the device that is registered to the community fiber is the MX 5400. now. um you need to request that um you um you need to tell them that you want to get rid of the MX 5400 and use the X E 75 pro so that they can activate it on their and they can absolutely give an internet to the main one or to the one of this one, so that the other two will gonna serve as like, you know, as as an as another router that will carry the same network name and password. précisez [silence] oui [silence] Oh [silence] oui [silence]
09:00
Speaker 1
at the back there's three. So one input. Yeah, there's three. Yes. Now, I need, I need, oh, you wouldn't believe it. I need, yeah, at least three outputs. Now, at, can't. Yeah, I can't because the the the the the output has to be direct. It it can't go, it can't go through a switch because the what I'm connecting it to won't accept it through a switch. It has
11:00
Speaker 2
um you are you trying to say sir that ah like since your uh this routers that you have only uh like has four i mean three ports or two how many ports can you see at the back so okay there's three yeah one input and then two output more um okay so okay so if that is actually the case sir then you may want to consider uh get uh you know getting a switch um okay
11:00
Speaker 1
It's possible to be direct from the actual note. Yeah.
12:00
Speaker 2
Hmm, okay. Well, no. Right from the actual. No, so. Um, well, for that one, sorry, guess - it will actually still depend, sorry. Because sometimes - there's two outputs that you can see at the back of this, um, routers. Because if this will going to be activated on the community fiber. Well, maybe if - um, they are actually carrying the same role. Because as far as I know, um, yes, you do have a lot of available ports or output ports. But still, you can only use one of them. And if you want to use the other one port, you need to request it again to your internet service provider for that other port to be activated. But I don't know their rules to community fiber if - that's actually also the case. But you - but you may want to also consider asking them about that.
12:00
Speaker 1
Okay, no worries. That's fine. All right. You're very kind. Thanks a lot. Much appreciated. Have a great day. Okay. Cheers. Cheers. Bye-bye. Bye-bye.
13:00
Speaker 2
you too sir have a good one love ya friend bye
13:00