V2 Rubric Detail — 3a05c41a-6f1b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:50
Duration
10m 5s
Contact
Eric Squire
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-27.7)

V2 Grader Summary

The agent failed to conduct proper diagnostics, provided technically flawed guidance (e.g., 'solid pink' LED), and offered no clear resolution path. Despite correctly identifying the need for bridge mode, the lack of structured troubleshooting, tool use, and customer support resulted in an unresolved case with significant gaps in technical accuracy and ownership.

V1 Case Analysis

Customer with MX4200 mesh router asked if reset would disable DHCP behind new ISP router. Agent advised reset and IP access but gave incorrect LED guidance and claimed app cannot be used. No bridge mode/DHCP steps provided. Issue unresolved.

Troubleshooting Steps
  • Confirmed router model (MX4200).
  • Advised full router reset and wait for LED to stabilize.
  • Instructed to access router settings via local IP address after reset.
Key Observations
  • Agent stated the MX4200 LED turns 'solid pink' after reset — this is factually incorrect; MX4200 uses solid white or blinking white/blue (per KB), making this a serious accuracy error.
  • Agent claimed the Linksys app cannot be used for MX4200 — this is incorrect; MX4200 is a Velop Intelligent Mesh model fully supported by the Linksys app (per KB and product specs).
  • No guidance was provided for disabling DHCP or enabling bridge mode, which is the core of the customer's question.
  • Agent failed to verify WAN/Internet status after reset, leaving the issue unresolved.
  • Warranty and serial number were not collected, missing key protocol steps for potential escalation.
  • Long silences and lack of structured troubleshooting reduced efficiency.
  • Call ended without confirming resolution or providing a clear next step, resulting in operational abandonment.
Positive Highlights
  • Agent correctly identified the product model (MX4200) early in the call (timestamp [02:00]).
  • Confirmed the need for bridge mode to prevent IP conflicts (timestamp [06:00]).
  • Provided correct instruction to access router via local IP (http://192.168.1.1) after connecting to Wi-Fi.
Agent Errors / Gaps
  • Incorrect LED status description: 'solid pink' is not a valid state for MX4200 (timestamp [07:00]).
  • False claim that the Linksys app cannot be used for MX4200 (timestamp [04:00]).
  • Did not provide steps to disable DHCP or configure bridge mode, which is the central issue (timestamp [06:00]).
  • Failed to verify WAN connectivity or confirm internet access after reset.
  • Did not collect serial number or warranty information, which could be relevant for support eligibility.
  • Did not guide customer to correct configuration path in router settings (e.g., Internet Settings > Bridge Mode).
  • Allowed call to end without confirming resolution or providing actionable next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution; customer ended call still uncertain about bridge mode setup and next steps.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped diagnostic steps like checking current WAN status or DHCP settings, jumping straight to reset without verification.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified need for manual configuration (bridge mode), but failed to guide through full process or verify product support path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No targeted questions asked about network topology, current IP assignment, or modem capabilities to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use router UI, remote access, or speed test tools to validate connection or configuration changes.
T3 Partially Met No misinformation conf 90%
Correctly advised accessing router via IP, but inaccurately stated LED turns 'solid pink' — MX4200 uses white/blue, not pink.
Communication
C1 Not Met Clear & professional language conf 95%
Multiple silences, no agenda set, and poor transitions (e.g., sudden topic shifts without confirmation).
C2 Not Met Confirmed understanding conf 90%
Used technical terms like 'bridge mode' without explanation; no comprehension checks or adaptation to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Did not take ownership — offered no follow-up, callback, or commitment to see issue through.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline provided; left customer to figure out bridge mode setup independently.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and issue did not clearly require escalation at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed; ignored customer’s repeated interruptions and confusion.
X2 Not Met Tone & rapport conf 90%
Maintained disjointed, unstructured pace; failed to match customer’s tone or clarify understanding.
X3 Not Met Overall experience conf 95%
Customer had to repeat model number; agent created unnecessary effort by not streamlining access steps.
Call Transcript13 turns · 14 lines
Speaker 1
Yeah, hi. I use a Linksys 4200 mesh system and I currently have it hooked up to a modem and
00:00
Speaker 2
range of warranty products, paid support option may be available, depending on the issue. Hello, thank you for calling Links Technical Support, this is Sharm, how can I assist you with today?
00:00
Speaker 1
Cable modem. And now I'm changing providers and it's going to be hooked up to a modem and a router. It's going to be hooked up to a router. It's going to be hooked up to a router. So, should we reset it? Mhm. Will it automatically sense that it's a router and disable the DHCP? So that they're not both handing out IPv6 addresses? Okay, so it won't automatically disable that even? So, when you reset it, it doesn't automatically sense it? I think they do.
01:00
Speaker 2
I see your error. Yes. You need to reset links to router for sync. And to the new modem that you have or to the new router that you have. Um, no, no sir. You need to disable it manually um on the settings. Um of the links to router.
01:00
Speaker 1
or or doesn't it it'll walk you through doesn't it ask you questions like are you plugging this into a router? Okay, so so his question is after he presses reset, is it going to walk him through? We'll do it on my app on the phone. Or are you gonna wait? Yeah. Okay. It's a um, model number is the MX4200. Thank you. take your time. where do we get around?
02:00
Speaker 2
Yes, when you set it up, then they will ask some questions, just follow the setup wizard. I guess you can ... one moment here. So, what's the model number again of your router? All right, please bear with me for
02:00
Speaker 1
[silence]
04:00
Speaker 2
All right. So here's the thing, sir. For this router that you have, you cannot set it up using the Linksys app anymore. However, you can access the router settings using the IP address of this router. But your device should be connected to the Wi-Fi of this thing first for you to access the settings. All right, yes.
04:00
Speaker 1
He'll be there. Right. So it's not as easy as just resetting thing. Uh, He was talking over my head. He's back. Hello? Could you repeat that? So he's gonna now be in, yeah, there's gonna be a router in front of the Linksys MX4200. So we're gonna be on bridge mode, okay.
05:00
Speaker 2
[silence] Hello sir. [ silence ] Mhm, yes. So for you to - um - um I just want to confirm. So you want the Linksys router to follow the IP address of this modem router that you have, right? [ silence ] From your Internet service provider. All right, so for you to do- Yes sir. So for you to do that it one. You need to have the Linksys um router to be on the bridge mode. [ silence ] So that it will- Yes, so that it will follow the IP address of the Internet service provider I um router.
06:00
Speaker 1
Okay. So, how do I do that? So, so should you reset it or not? Alright, first. So, first reset the latest. And where do I find the router settings? I know it is right here, you want to press three? Hold on. Hold on one second. Right now. Hold on one second. Just give us one second, because I might be doing this without using my router,
07:00
Speaker 2
All right. login first from your modem. All right. So you need to access your router settings. Yes, you need to reset that one. And once you reset that, then you need to access the router settings. All right. So once you reset the router, sir, I get, wait for about two to three minutes until the light is stable, turns to solid pink, and then access the router settings. Make sure that the device you'll be using will use the Linksys Wi-Fi first and then access it using the IP address. Mhm.
07:00
Speaker 1
So it should now be connected with you. Yeah. Give me one second, Refield. It should be connected now with your old, uh, network, uh, name and password. Hey, uh, listen, I got stuck on this job I was working on, and I'm only seeing now that today I attended the call. All right. Okay. All right. Go for it. Yeah. Yeah. All right. Thank you. Yeah. All right my fault. Okay, I'm connected. The link is 0416. All right, cool. So that said, um, you should be seamless because yeah, as long as you were connected to the brokers. Yeah, you should be up and running and operating.
09:00