V2 Rubric Detail — 44fed018-73cc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:07
Duration
6m 56s
Contact
Bruce Scardino
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00128685
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer wants to disable his Guest Network.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall30.6% (+8.6)

V2 Grader Summary

The agent provided contradictory and technically inaccurate information about DDNS support on Linksys mesh routers, first claiming it was available then denying it without verification. No meaningful troubleshooting was performed, and the customer was left misinformed, resulting in an unresolved issue despite the agent's effort to remain on the call.

V1 Case Analysis

Customer inquired about DDNS support on MX2000 for internal access. Agent gave contradictory and incorrect information, stating newer mesh routers lack DDNS. No case created. Customer decided to switch brands.

Troubleshooting Steps
  • Claimed to check for DDNS feature in UI
  • Provided generic port-forwarding navigation steps
  • Gave incorrect statement that newer mesh routers do not support DDNS
Key Observations
  • Agent provided contradictory information: first said all routers support DDNS, then claimed newer mesh models (including MX2000) do not.
  • Agent incorrectly stated that DDNS is not available on MX2000 or newer mesh routers, which contradicts KB guidance.
  • No model, serial number, or warranty information was collected despite relevance to feature support.
  • No case was created, and no escalation or self-help resource was offered.
  • Customer explicitly stated intent to switch to another manufacturer due to lack of support.
  • Agent failed to verify actual feature availability in the Linksys KB or router interface.
Positive Highlights
  • Agent maintained a polite tone throughout the call.
  • Attempted to look up feature location in the UI, though execution was flawed.
Agent Errors / Gaps
  • Provided factually incorrect information: MX2000 and other Velop models do support DDNS via third-party services and proper configuration (not documented in KB but not absent).
  • Gave contradictory statements about DDNS support across router generations.
  • Failed to confirm the customer's exact model before giving advice.
  • Did not collect serial number or warranty status when relevant.
  • Did not create or reference a case/ticket number.
  • Did not offer any self-help resource, KB article, or escalation path.
  • Misrepresented product capabilities, leading customer to abandon Linksys.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent gave incorrect information claiming DDNS is supported on newer mesh routers, then contradicted by stating it's not available, leaving customer misinformed and issue unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent performed no meaningful troubleshooting — did not ask for model, firmware, or check settings; relied on vague internal check without verification.
R3 Not Met Correct resolution path conf 90%
Agent failed to determine product status correctly — claimed DDNS is available on newer routers then denied it, showing confusion; did not follow best-effort troubleshooting for OOW or in-warranty units.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify symptoms beyond surface request, asked no diagnostic questions about model or setup, and gave contradictory root cause claims without evidence.
T2 Not Met Appropriate tools / resources used conf 85%
Agent claimed to check internally but provided no specifics — no KB, dashboard, or model-specific evidence used; tool use was inappropriate and not necessary for the scenario.
T3 Not Met No misinformation conf 90%
Agent first claimed DDNS is supported, then denied it — technically inaccurate and contradictory; final claim not reliably supported by evidence given the confusion.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed the call initially but lost control with long silences, unclear transitions, and disfluency ('I'll just gonna check'), showing weak call control under pressure.
C2 Partially Met Confirmed understanding conf 80%
Agent used unclear phrasing ('box that should be on the top that this might be gray') and filler words, failing to adapt to customer's technical level or confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and took ownership of the interaction despite providing incorrect information.
O2 Not Applicable Proactive follow-through conf 90%
Agent treated the issue as resolved after giving final answer; no follow-up or disconnect commitment was made or needed based on their conclusion.
O3 Not Applicable Closure confirmation conf 95%
This was the first contact; no prior case history existed to maintain or handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — the agent believed they were answering a general feature question correctly (though incorrectly).
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but showed no empathy when customer expressed frustration and intent to switch brands; acknowledgment was generic or missing.
X2 Partially Met Tone & rapport conf 80%
Agent did not adjust pace or clarity despite customer's hesitant speech and eventual frustration, indicating poor tone and pace adaptation.
X3 Partially Met Overall experience conf 80%
Customer had to repeat concerns due to agent's contradictory statements; agent did not use available info efficiently, causing avoidable confusion and effort.
Call Transcript7 turns · 9 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 one 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. [silence]
00:00
Speaker 1
Uh yes, uh I'm, I'm, uh I've got all sorts of questions about, uh my current and possible future mesh router. Uh well, I, first I'd like to know which of your mesh routers support DDNS. Yes. Uh I would like to access my home lab. [silence]
01:00
Speaker 2
Keita. Okay. Actually, all our routers can handle that. Our latest right now is the uh MBE 7000. You're calling from US right? Okay. Yeah, may I know what's the reason why you're asking for that specific feature? [silence]
01:00
Speaker 1
from any device on the network, on my network. without having to try to figure out what DHCP, IP address is given to my home lab. [silence] Yes. Well, not remote, not from outside of my network, just inside my network. I have an, I have a set of MX2000s.
02:00
Speaker 2
mm-hmm. Mm-hmm. I see. Is this on your home lab? Okay, so you wanted to do a remote access then. Am I right? Okay. And, mm-hmm. just inside your network. I see your network. Okay. Do you have a router right now that you're using or? Okay. All right. So, I'll just gonna check the specific tab where you can enable the DDNS feature. I'll just be right back, okay? Okay. [silence] Where do you wanna get on? You will be passing through the control panel. [silence] So you will see a port-forwarding, open a Note port-forwarding. Yeah. Do you have a specific port you wanna open on your router? Okay, my name [silence] Okay, just wait for now. If you want, you can try this out. [silence] with the specific port. And then, you should see a box that should be on the top that this might be gray for you. Uh, you got it? Yes. And then, just next to the network server. Ah, this maybe usually check box is called Enable or Disable. Just enable your and then, you should be good to go. Okay. Thanks, do you have any other questions? That's fine. Okay. Yeah. If you have some questions, just be sure to ask. Oh, sure. Yeah, thank you. Okay. You're welcome. Have a good day. [silence] Hold on a line. I'll be right back, okay. For me to specifically um instruct you in what you need to do once you have the unit. Thank you. bruce. Thank you so much for staying on the line. Can you hear me? No. Okay. Upon checking here in my end, yes, we do have that kind of feature. But then this web user interface is for
02:00
Speaker 1
you have no met you you have no mesh routers that support ddns oh okay great that thank you I'll find some other manufacturer that does. so you do have some mesh skin keep down with DDNS
06:00
Speaker 2
Our old series router, even if you'll purchase our old series router, it's no longer being supported this year, I mean, the support date for our old routers had ended just last year. So for our newer ones that, the DNS feature is no longer included for our new user interface, I'm not sure for other brands, Bruce, but for our links then, for routers, it's no longer available. It's no longer added or, yes, none of our mesh routers. For our old routers, it has, but for our newer ones, there's none anymore. [silence] You're welcome.
06:00