V2 Rubric Detail — 36864ac0-719c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:18
Duration
14m 21s
Contact
Mathew Frankovich
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135006
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Setting Linksys Router To Bridge Mode
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall54.4% (-1.6)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and followed the appropriate OOW support path, but failed to resolve the customer's issue due to insufficient troubleshooting and technical inaccuracies. While ownership was demonstrated through a promised follow-up email, the lack of resolution and limited empathy resulted in an unresolved case.

V1 Case Analysis

Customer unable to configure Linksys Atlas Pro 6 as access point behind Spectrum router; out-of-warranty, offered paid support and promised email with self-help steps.

Troubleshooting Steps
  • Collected customer name, email, and device serial number
  • Confirmed out-of-warranty status
  • Offered paid-connect service
  • Suggested using phone browser in desktop mode to access web UI
  • Promised to email step-by-step AP setup instructions
Key Observations
  • Agent correctly identified the need for AP/bridge mode setup but did not provide any concrete steps from the KB.
  • Agent suggested using phone browser desktop mode, which is a valid workaround, but did not elaborate on accessing the correct URL (myrouter.local or 192.168.1.1) or the specific AP mode configuration steps.
  • Critical AP mode setup steps (disabling DHCP, assigning static IP) were not mentioned, which are required per the KB.
  • Agent did not confirm whether the Atlas Pro 6 supports AP mode via web UI, especially given its app-centric setup process.
  • Paid support was offered prematurely without exhausting free self-help options.
Positive Highlights
  • Accurately diagnosed the dual-router conflict and identified the need for AP/bridge mode setup.
  • Collected serial number and correctly determined out-of-warranty status.
  • Suggested using phone browser in desktop mode as a valid workaround for accessing the web UI.
  • Maintained a polite and professional tone throughout the call.
  • Offered to send follow-up email with instructions, showing commitment to assisting the customer.
Agent Errors / Gaps
  • Failed to provide any concrete AP mode setup steps from the KB, such as disabling DHCP and assigning a static IP within the Spectrum router's subnet.
  • Did not confirm the correct web UI access URL for the Atlas Pro 6 (likely myrouter.local or 192.168.1.1, but not verified).
  • Did not clarify whether the Atlas Pro 6 supports AP mode via web UI, given its app-centric setup process.
  • Prematurely escalated to paid support without providing actionable free self-help guidance.
  • Did not address the customer's limitation (no computer) with a complete, phone-accessible solution during the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the core issue of configuring the Linksys router as an extender/AP; the call ended with a promise to email steps, but no resolution was confirmed.
R2 Not Met Diagnostic thoroughness conf 90%
Agent collected basic customer info but skipped essential troubleshooting steps like verifying current mode (router vs AP), checking DHCP settings, or guiding through web UI access despite known app redirect issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and offered the appropriate OOW path: paid Connect service or email of self-help steps, aligning with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent acknowledged the symptom (web UI redirects to app) and asked for model/serial, but did not probe into network setup, prior reset attempts, or current node status to determine root cause.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote session, logs) were available or required; agent relied on verbal guidance appropriate to the scenario.
T3 Partially Met No misinformation conf 85%
Agent correctly suggested using desktop mode on mobile browser, but inaccurately claimed 'you cannot connect two routers at the same time' — bridge mode and AP setups are designed for this.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent initiated the call and collected info but failed to set expectations about time, outcome, or process, and did not regain control when the customer shifted topics.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not adapt to customer’s lack of computer or apparent frustration; missed opportunity to confirm understanding of key steps.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and committed to sending follow-up email, demonstrating ownership of the case.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send an email with troubleshooting steps immediately after the call, setting a specific next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the OOW status and nature of the request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but offered no explicit acknowledgment of customer frustration or repeated failed attempts; minimal empathy shown.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a neutral tone and pace, but did not actively adapt to customer’s emotional state or check for comprehension after key instructions.
X3 Met Overall experience conf 90%
Agent avoided asking for repeated information and offered to email steps, reducing customer effort despite lack of computer.
Call Transcript24 turns · 26 lines
Speaker 1
I'm doing alright. I've got a Linksys mesh Wi-Fi router. I'm, just trying to use it as, and I've, got Spectrum. And they've got a router, and I had this [silence] hooked up to the Spectrum router and they said that it was causing signal interference and that I need to set it up as just an extender, not a separate router. And so I've gone through everything I've used, you know, like tried YouTube chat, T, all these AI things and trying, you know, to reset it up as an extender, not a router, a mesh router. It says that it's able to do it. This model is able to do it, but I'm not getting any, I'm not getting anywhere. It's the Atlas Pro 6.
00:00
Speaker 2
Uh-huh. Hmm. Hmm. I see. So just to make sure I got it right. Yeah. Uh, you got a Linksys mesh Wi-Fi system and you had swapped the main router with the Spectrum router?
01:00
Speaker 1
yep they but they are telling because I wasn't getting enough speed so they said in order to get the actual speed that I'm paying for a gig I had to um use their router and so what I did is then I had then hooked this mesh router up with uh an ethernet cable to their router and they said that was causing signal interference and then I can only use the lights one as uh an access point yeah [silence]
02:00
Speaker 2
Yeah, okay. Um, as an extender. Yeah. Yeah, an access point. Well, uh, they were actually right, sir. It would, uh, really cause some conflict. I mean, not some, but it would really cause conflict cuz you cannot connect two routers at the same time. And one other, I mean,
02:00
Speaker 1
yup. Yup. I'm sorry. The bridge, yeah. And I've tried everything to get it, but it keeps, when I do this, I try and put in like a, or so I've done what I think is a factory reset on these nodes now. They're, I'm able to see them and set up on my phone. I don't have a computer, unfortunately, but, or I can't see them as a network name, and I'll connect to that network name. And then it goes into set up mode and takes me to the app and then it just tells me to hook up the ethernet cable into a node. [silence]
03:00
Speaker 2
Uh, to set up one router to be set up on bridge mode in order for it to work and capture the IP address that is coming from the spectrum router, which um you've mentioned the the Linksys router, you want the Linksys router to be as uh an access point. Okay. Um, Hmm. Uh uh.
03:00
Speaker 1
Sure. Is there an option to do it as an extender or the bridge? Matthew Franovich. Frankovich, F-R-A-N-K-O-V-I-C-H.
04:00
Speaker 2
Mhm. I see. Okay. Um, here's what I'm going to do, sir. Uh, I'll run some verification with you first and uh, gather some information about your links as router. Um, and uh, let's see what I can do to help you out with your concern. So, all right. So, let me just create a quick record here, starting with your full name. Matthew. What's your last name again? That's FRI. Oh. [silence]
04:00
Speaker 1
Yeah. Yep. Magunda at gmail.com. M A C G O O N D A at gmail.com. Is that correct? Okay, let me get it. All right. It is linksysmodel number
05:00
Speaker 2
Okay, so that's Matthew Frankovich. What about your email address, sir Matthew? Can you spell it out for me please? Alright, so that's mac mac gonda gmail.com. Okay. Got it. Okay, now, can you provide me the model number and the serial number of your Linksys router? specifically the previously main router Alright, sir.
05:00
Speaker 1
M two M five five 00 43 K 10 M two seven B zero three six 09
06:00
Speaker 2
[silence] Uh-huh. how about the serial number sir what's after 1-0-M? okay let me just repeat that one it's 4-3-K-1-0-M-2-7-B-0-3-6-0-9 and how many notes do you have right now
06:00
Speaker 1
to relações de trabalho. eu acho que deveria ter três, mas não posso encontrar a outra quando eu tentei pesquisar.
07:00
Speaker 2
routers information here, sir. And it it seems like your router is already out of warranty. Um, unfortunately, sir, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid connect service for a one-time fee of $15, which you might want to consider. And, um, if you don't want to opt in with the paid connect service, I can send you an email for the troubleshooting steps that you can perform. Well, basically, uh, you need to reset your routers first in order for them to go back to its, uh, setup mode. Once they're on setup mode, you're going to access the web interface, the Linksys web interface, and configure the, uh,
08:00
Speaker 1
So, I don't have a computer, and I think this is the problem. I don't have a computer and I'm trying to, I've done the reset. I've accessed the URL, but it directs takes me directly to the app. And you can't set it up in the app. I don't have a computer. Yeah, I tried that too, and it still redirects me to the app. Yep. It just, when I go on that, I go on the linksys URL and it takes me directly to the app. I mean, it comes up with a splash page that says, you know, you're about to access this and it's unsafe and all that. And I do that and it still redirects me directly to that download the app.
09:00
Speaker 2
can configure this settings, it oh. Um, well you can actually access it through, I mean through the phone, sir. You just have to like set your browser into desktop mode, like it it um it tells you to download the app. Hmm.
09:00
Speaker 1
to set it up. Let me see what it... I think it's just the Android or the Apple options. Okay. I'll try that again. But yeah, if you want to send me an email, I'll try following that email, but I had something very similar. I was following and it wasn't working.
10:00
Speaker 2
it's it I see does it does it show you a photo of tu phone uh-huh because you can actually type the two the two photos of the phone and it will direct you to the login page Uh-huh mm-hmm no it's a I'll make it uh simple as possible for you to really uh follow this step [ silence ]
10:00
Speaker 1
Okay. Okay. Do you guys offer a A Wi-Fi 7 mesh system that's comparable the Okay, cuz mine's not a Wi-Fi 7. let me take a look at that. What- what is- this is the my- my R seven. Okay. What's the model again? Mary Barker 7000. Okay. I missed the E. Okay. What's the other one? Hold on.
11:00
Speaker 2
7,000. That's Mike Bravo Echo, 7-0-0-0. Yes, those I mean, that's uh one of our strongest brother. Uh it's the um MBE 7,000. Mary Bravo Echo. And the other one is the Linksys. I mean, the LN 1600. Lima, November. 1600.
12:00
Speaker 1
okay. Those are not cheap. This is a Microseven dual band B-E 5000. $300. Okay. [silence]
13:00
Speaker 2
actually, sir Chris, you know, uh, it has, it's support, uh, the, the latest Wi-Fi standard. so technically, it's, it's, it's kinda pricey. B. yeah, sir. Yeah, that, uh, that already consists of three nodes.
13:00
Speaker 1
I'll see if I can get the other one going here first. Thank you.
14:00
Speaker 2
okay sure sir no problem so I'll just send you the email right after this call alright you're very much welcome sir and thank you so much for calling and thank you sir have a great day bye for now
14:00