V2 Rubric Detail — 6a130658-7976-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 20:08
Duration
31m 37s
Contact
Hector Serrano
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00136068
Support Country
United States
Product Family
ROUTERS
CSAT
Sentiment Trajectory
Ticket subject: MX6200 Setup guides
Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
Auto-Zero applied: Avoidance/Evasion (B) — agent avoided conducting any live troubleshooting, failed to use available tools or KB-backed procedures, and outsourced resolution to an email guide without validating the path, effectively evading responsibility for resolving the issue during the call.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer’s mesh integration issue, provided technically inaccurate guidance regarding network separation, and avoided live troubleshooting by deferring to an email guide. The lack of technical accuracy and ownership, combined with the evasion of core support duties, justifies the auto-zero.

V1 Case Analysis

Customer unable to connect MX6200 mesh nodes to EA9300 router. Agent provided incorrect compatibility guidance, no troubleshooting steps performed, promised email guide. Issue unresolved.

Troubleshooting Steps
  • Collected EA9300 model number and serial number
  • Asked about previous setup with MR9600
  • Provided incorrect advice on MX6200 compatibility with EA9300
Key Observations
  • Agent provided materially incorrect technical guidance: MX6200 nodes cannot be added as child nodes to an EA9300 router. EA series does not support Velop mesh topology (KB reference: velop_child_node_setup.md).
  • No structured troubleshooting was performed — no reset, no app guidance, no bridge mode verification.
  • Warranty status was not checked despite having the serial number, violating protocol.
  • Agent promised to send an email guide but did not confirm timing, content, or customer receipt.
  • Communication was disorganized and failed to correct the customer's misunderstanding of mesh compatibility.
Positive Highlights
  • Collected the correct model number (EA9300) and serial number (130818106000243) from the customer (transcript [11:00]).
  • Attempted to understand the customer's prior working setup with the MR9600 (transcript [19:00]).
  • Offered to send a customized setup guide via email, showing willingness to provide additional support (transcript [30:00]).
Agent Errors / Gaps
  • Gave factually incorrect technical advice: claimed MX6200 can extend EA9300 as a mesh node (transcript [13:00]–[17:00]). EA9300 is not a Velop-compatible parent and cannot manage MX6200 nodes as children (KB contradiction: velop_child_node_setup.md).
  • Failed to follow basic troubleshooting protocol: did not guide customer to use the Linksys app, reset nodes, or check bridge mode settings (KB reference: velop_child_node_setup.md).
  • Did not verify warranty status despite having the serial number, a required step for product support (PROTOCOL violation).
  • Did not establish a clear, confirmed next step — email follow-up was promised but not scheduled or confirmed (RESOLUTION failure).
  • Allowed customer to believe two separate mesh networks could seamlessly coexist without interference or connectivity issues, without clarifying limitations (ACCURACY failure).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the customer’s core issue — connecting MX6200 child nodes to an EA9300 — remained unresolved, and the agent offered no working solution.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped diagnostic steps, did not verify connection type or current configuration, and failed to guide the customer through any troubleshooting sequence.
R3 Not Met Correct resolution path conf 96%
Agent recommended using both routers simultaneously, creating dual networks, instead of guiding the customer to use the MX6200 as the main router or configure the EA9300 in bridge mode — incorrect path per KB guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No root cause analysis; agent did not identify whether the issue was topology-related, configuration-based, or due to incompatible modes (e.g., EA9300 not in bridge mode).
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not access or instruct the customer to access the router admin interface, check mesh topology, or verify settings — tools necessary for diagnosing mesh integration issues.
T3 Not Met No misinformation conf 96%
Agent incorrectly stated the MX6200 must connect to its own Wi-Fi and that a new network must be created, contradicting KB: mesh nodes require parent-child pairing, not dual independent networks.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent acknowledged the customer’s goal and attempted to reframe the conversation, but failed to set clear expectations or maintain structured control; call drifted into confusion.
C2 Partially Met Confirmed understanding conf 90%
Agent used some plain language but introduced confusing terms like 'MX end the EA wifi' and failed to confirm understanding when customer expressed repeated confusion about network separation.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided resolving the issue live, deferred to an email guide, and did not take ownership of the troubleshooting process despite the customer’s clear frustration and repeated attempts.
O2 Partially Met Proactive follow-through conf 89%
Agent committed to sending a customized guide within five minutes post-call, providing a timeline and action, but did not confirm receipt or follow-up plan.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be the first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted — the issue was within L1 scope (mesh setup guidance), though mishandled.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite and did not become impatient, but failed to acknowledge the customer’s week-long struggle or express empathy for their frustration.
X2 Partially Met Tone & rapport conf 89%
Agent responded to customer input and adjusted explanations slightly, but did not slow down or simplify when the customer showed confusion about network separation and setup flow.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and model details multiple times; agent did not document or reuse information efficiently, increasing effort.
Call Transcript41 turns · 50 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Your outer sores are setting for your home by your network. So if you want to change something, you have to log into your settings and change what you want to. both PC and Mac OS but the original video is absolutely insane so the first step is for Windows PC purpose you have to click on the start button and type in CMD right click on that and click on Run as administrator if you click here a window like this will pop up this is how the command prompt looks like and here you have to type in this code which I'll make sure to mention on the screen right now so it is ipconfig as you can see and once you type it down just hit enter and what you have to do now is under wireless LAN adapter Wi-Fi you will see a default gateway you have to copy this default gateway so in my case it is 192.168.1.1 but in your case it can be 192.168.0.1 or something else so whatever is written there just copy it open a new tab paste it in the address bar and press enter. The first step is for Windows PC users. You have to click on the start button and type in cmd. Ctrl R, click run as an administrator. Click yes. A window like this will pop up. This is called the command prompt. And here, you have to type in the following, which I'll make sure to mention. On the screen, by the way, it is ipconfig. And then you type it down. It is Hit enter. And the website under Wireless specs adapt for Wi-Fi, you will see a default gateway. You have to copy the default gateway. See in my case, it is 192.168.1.1. But in your case, it can be 192.168.0.1 or something else. So whatever is written there, just copy it, open a new tab, and paste it in there. Now you should be greeted with your internet service provider's login page or your router's manufacturer's login page. So for the stuff on Mac books, you have to press the command key and space bar at the same time. This will bring up Spotlight search on your Mac OS. Type in terminal in the search bar that appears. Double click on the top one. Now copy the text that is given in the description, paste it to the terminal that opened up and hit enter. Now your default gateway will be displayed here. So, moving onto the step two. If you already know the username and the password, you can just enter them and you will get inside. But if you don't know the username and the password, what you can do is try admin and password as password. But if that doesn't work, what you can do is go onto the website called dragglerlogin.com make sure to link it in the description so you can just go ahead and click on it now once you get on this website you have to scroll down until you see default router password section and there would be a dropdown menu click on the dropdown menu and select the manufacturer of your router in my case it is Netgear and once you select the manufacturer from the dropdown list hit search and it should show you the various models of the router that your manufacturer has made and all of their passwords so you can either check for the model number on the back side of your router or you can search one by one as you don't want to get in trouble this once you have the username and the password for your router all you have to do is go back to the login page and enter your username and password in the fields that are provided right alongside them and hit enter
01:00
Speaker 2
Thank you for calling Linksys. My name is Gerardo Gannod. [silence] [silence] You got a [silence] [silence] MX 6200 child nodes. What about the model of the parent node? [silence] Oh, OK. There's a lot. Can you give me the model number of the parent node and the serial number?hmm
07:00
Speaker 1
The parent node... Let me get the server number for you. Is it on the bottom of the router, because I haven't unrout it connected. Um, let me... Give me a second so I can get it for you. It wouldn't be on the box that it came in. The serial number. Sorry, I can't see it, but it's connected. [silence] Um, [silence] [silence]
08:00
Speaker 2
Sure. Yeah, at the bottom of the router, you're right. Sure, sure. Uh, sometimes it's there, but to be accurate with the serial number, it's best to look it up at the unit itself, but yeah, you can try the box.
08:00
Speaker 1
Let me see if I can take a picture of it before I go. Okay, um, bullet. um - didn't came up blurry. Let me have to take it again. Hello, you still there? Okay, let me try to see if I can get it. The Serial number is on the box. Let me see if you can use that because Larry. The serial number is 130818106000243. Yeah. It says here on this box. The model number says E-A9300. Mhm. This is the main router, yes, so everything is connected to this. It's just that I had an older. [silence] And we since upgraded because I based it on our friends here. They have a strong signal and
09:00
Speaker 2
Checking. And is this the main router that you have? Yeah, that sounds right then. Um, but, uh, wait, uh,
11:00
Speaker 1
router, a Linksys router. And we wanted to upgrade it and, um, I had the three child nodes connected to to it, but I've been having an issue trying to reconnect them back to this new one. Um, I've tried everything. You know, I went onto your website and tried to follow the things, but sometimes it says the light has to be purple and other setup and instructions say it has to be blue or white. So, I've been trying to do this for a week now. So I said let me give you guys a call to see if you can help me out. Yes, three of them. Yeah, three yeah.
12:00
Speaker 2
Right right No we can help with this You said you got MX 6200 right router yeah three of them and sorry how do you plan to make use of the [silence]
12:00
Speaker 1
Well, I want to need some. No, no, no, no. I'm not going to be placed. I'm just going to add it so we could extend my Wi-Fi capabilities in the house because we have um, you know, like ring cameras and ring units to make, you know, to get a better Wi-Fi connection. [silence] Oh, [silence] dang it.
13:00
Speaker 2
so you're E90300 is not a mesh router right? your MX6200 is a mesh router and so if you're going to connect the, MX6200 to the E90300, what will happen is that the MX6200 will also broadcast its own Wi-Fi and your devices will have two network to choose. so MX6200 or the E93. so if your devices are connected to E93 right, they'll remain connected to E93 but it's
13:00
Speaker 1
So. So, um, is there something compatible that I can get so I can, um, extend the, um, Wi-Fi capabilities with this new router that I got with the, uh, um, EA9300? Okay. So then, huh.
14:00
Speaker 2
It might not work on the MX62 basically because they're not part of the network of the MX6200. You need to choose which one you, or you can have both, it's up to your preference. However, it will probably have more interference with the wireless if that's the case. [silence] you can for sure extend the Wi-Fi coverage of your in your home using the MX6200. However, it's just that it's not going to be part of the EI93 because it's not going to be the extender of the EI93. [silence] What's the setup should be?
14:00
Speaker 1
Right, I think I connected him. Yeah, I did that because I have to connect the, um, the, I guess they saw the, um, one of the, uh, nodes on the MX6200, they kept saying that it was a parent node. So that I see what you're telling me that it's just, it's going to be two Wi-Fi accounts, two Wi-Fi networks, right?
15:00
Speaker 2
But the setup should be MX 6200M as a main router because that is also a router. The MX 6200M and the rest of the two nodes will be connected to the main MX 6200M. So they'll be going to part of the same network, same password, same settings, same everything. It will extend the Wi-Fi with that. But if you don't want to replace the EA9300, you can use both two Wi-Fi. That's up to you though. I'm just telling you what's going to happen.
15:00
Speaker 1
or is going to be the same, it's going to be the same network or do I have to create another Wi-Fi network? So I have to create another Wi-Fi network. And then I could connect, I could connect my other devices to either or. Right, to either the 90, the 8300 or to the MX 6200? So is, like I said, is there something? There's um, so, I would have to get a router that's a mesh router. instead of this uh EA9300? That's the EA9300.
16:00
Speaker 2
I guess. No, it's a Wi-Fi. You'll have to... ...claim... correct guess. That is correct. That is correct. Yes. Yes. Yes. Also correct Yep. Yes. No. I mean, you already have a mesh. Correct. Instead of that... Instead of the EA9300, just use the MX6200. The MX6 is the 2 one as the main internet source.
16:00
Speaker 1
Yeah, but it's not gonna mess up mhm. Uh network, because I have everything already connected to, um, the 9,300. So, we can just connect the MX 6,200 as another, um, Wi-Fi network. Okay, so then I would have to create a new, uh, uh, name, network name, and a Wi-Fi password. Okay, um, cuz I connected them more, Cerg, um, yeah.
17:00
Speaker 2
But like I said, top 10, if you don't want to replace that, you can make use of both wifi and MX end the EA wifi. And then you can select devices to which network band you want them to connect. Wi-Fi. Correct, yes.
17:00
Speaker 1
But then I couldn't connect to my um um Wi-Fi network on my um 9300. It only let me connect to the um the other one, the the the guest network or the um 5 um g network. That's it. It wouldn't let me every time I tried to connect to the regular um network for the on the 9300, it kept saying it couldn't connect. So, am I going to have that issue if I do it the way you're explaining to me? Yeah, yeah. So, um, yeah, I mean, I could have two separate Wi-Fi then, um, but I didn't have that issue when I had it connected to the [silence] The old router that I had is, uh, it's a model number, it's an MR. 9600.
18:00
Speaker 2
What was the old router model number? Oh, I see. If that works with your MR9600, is just going to be the same as your MX or C200. But on... But yeah, it should be the same because the MR9600 is also a mesh router. It's just that it will have its own Wi-Fi too. If you disable the Wi-Fi of it, this is probably set to bridge mode, which I would now recommend to set your MXC200 as a bridge.
19:00
Speaker 1
Okay, so can we connect it? Like you said, it's too separate. Um, um, and when I connected it, cause I was able to connect it, but I had to keep, like you said, I had to keep one of the mx62, um, uh, nodes or routers, uh, connected through the, uh, uh the the Ethernet. Cause if I connect then the other two, I was able to move them from where I connected them to and put them in different rooms. Uh, and but I didn't have any devices, it didn't connect to any devices. Previously, when I had it connected to the old router that I replaced, when I first connected the mx6200,
20:00
Speaker 2
e-6 treaty. Right. Wi-Fi 6e router. It's why... if you've done this able to Wi-Fi settings of that.
20:00
Speaker 1
After I connected them and the light turned solid white, and they were completely finished with the setup. And I was able to move all three of them to individual rooms. And then um some of the devices that I had, I don't know how it happened, but they connected to um when I went to check the network. Uh the network, it showed devices were connected to either the one that I named in either the family room, or the living room, or the master bedroom. But I haven't had any success. Like I said, when I switched to that um new router, the 90 uh you know the new router. So I guess we could just connect. Let's see if we can connect it. [silence] You've got that? No I had this one that I told you that I replaced the router that I told you that I replaced was the main router and then I Rye and then I connected the three nodes as child nodes to that router and once when I first got the MX 6200s, right I had the other because I needed to extend the range and also strengthen the signal and I had them caught up put them in child mode, now I'm able to like move them to another room they don't have to stay connected to one particular router which is what I had on the last one and that's what that's what that's why I'm going to that's why I'm
21:00
Speaker 2
one should stay connected to the E1930, but just a quick question. So, the MR9600 was connected to the E1930, or the MR9600 is the main router before? [silence] what's the main router?
22:00
Speaker 1
My Wi-Fi, because we have, like, a lot of devices outside with the Ring units and things like that, so I needed, you know, I wasn't getting a good signal. So, I got the MX6520, 'cause they recommended it. You know, and I've always used Linksys, the whole time, you know, that I've been working with the computers and routers. So, I had that older router, and my wife says, "Oh, no, no, no, you need to upgrade and get another router." So, I got this router. But before then, I had got the MX6520 and I was able, like I said, I connected them to the parent router, which is the one that I told you, the the older one, the model number on this router. Yeah, right. I connected to that MR9600 and I was able, like I said, to take them and disconnect
23:00
Speaker 2
Mm. MR 96..hh.
23:00
Speaker 1
speak from where i connected them to the the router the main router and i was able to move them to individual rooms and then i was able to connect they connected to the devices that were near them in the room by wi-fi you know and i had different devices connecting to the the devices that were close to that node to the child nodes. So i don't know how that happened. but i didn't have to have it physically wired to that that that my older router that i replaced. So i thought that i would be able to do the same thing with this um new router that i got with the 9300. [silence] Yeah, because that was that MRD. thousand nine thousand six hundred. I was able to connect them, physically connect them and I connected it one of them wired to that nine thousand six hundred. And then once they, once the other child nodes connected and they told me, okay, you could now, you know, once I finished the setup, they told me you could move them. And I was able to move them all three to three different rooms without having to have it physically connected wired to the main router, which was that that old one, that ninety That ninety six hundred. So
24:00
Speaker 2
e e n e 300 but it is for your mx to 200 one is wired the rest can be wired and wireless
25:00
Speaker 1
That's, I don't know how it, was, but I just followed the setup instructions. And it was real, you know, it didn't even take me an hour, you know, like maybe a couple of hours to do it. And I had no issues. It connected and I had, you know, Wi-Fi in all three rooms and like I said, the devices that were near that child node, they connected automatically via Wi-Fi to, you know, from to that node, which was in that room. So I figured I would be able to do the same thing with this new router and use that as the main router, the 9,300 and then connect the child nodes and then be able to move them like I did with the other ones. So you said it's not possible with this. We have to have one wired.
26:00
Speaker 2
Yeah, one word markets. They're total whack.
26:00
Speaker 1
[KEEP_UNCERTAIN] Well, yeah, yeah, no. Yeah, cuz I have to move him so, you know, um, yeah. Cuz I. I did wire I did connect them and I had like I said, I had one connected, um, while, but then I would have to connect the devices, um, manually to to the one that that I was able to move to another room. The devices that I wanted to connect to that, uh, Wi-Fi, like let's say once we connect the child node and then I'm able to move it once the setup is finished. To connect, uh, my devices, I would have to just connect to the password and Wi Fi name that word.
27:00
Speaker 2
Cloned to the e 893 and the uh the rest of the tower can be wireless or wired depending on your preference.
27:00
Speaker 1
All right. Um, okay, well, um, yeah. They-re solid there all three of them are solid blue and I have an Ethernet cable ready to connect it to the one mx 6200. So, just follow the instructions on the on the on the Wi-Fi on the lynx app and just do it that way. Hopefully I get it to work. [silence]
28:00
Speaker 2
Right, correct. All right, let's, let's do it. Okay, what's, sorry, what's your plan? Yeah, great. Yeah, you're right, actually. But.
28:00
Speaker 1
Alright. Um. Okay. You could send it to my email. And um. it's um. S. S as in Sam. A as an Apple. B. as in boy. R. E. A. G. E. N. T. That's Sabreagent 4646@aol.com. Sam.
29:00
Speaker 2
Yes, that is correct, but since you have EA9300 Wi-Fi you must connect to the main MXC200 Wi-Fi, then follow the app, that will smooth the process of setting up your main mesh tower. If you want, I can send you the the link guide if you want to do it yourself. I I can I can customize the guide to make it simple for you. Not sure, what's your email? so @46@46, correct.
29:00
Speaker 1
Apple Baker Robert Edward Apple George Edward Nancy Thomas 46 at A war.com. Yeah. It's Hector H E C T O R. Serrano. S E R R A N O. It's 18, ATT, ATT or AT. Okay. Okay.
30:00
Speaker 2
uh-huh@aol.com thank you. Can I also ask for your first name and last name so I can create a record for you? Thank you. Last name. Who's your internet provider if I may ask? AT&T. All right. Thank you. So I'm going to Thank you. So I'm going to send you the the guide on how you can set up your mesh routers for the mesh nodes. Uh it's gonna take me five minutes once we end the call because I'll have to like um customize it or edit the guide to make it simple for you. simplify the guide basically.
30:00
Speaker 1
great, then I just upload it, or download it, or just look at it on my browser right, ok, alright, that'll be good, thank you very much for your help, ok, so thank you very much, enjoy the rest of your day, thank you, bye bye, bye, mmhmm.
31:00
Speaker 2
Yeah, look it up in your browser, check your email, click the link, and it will prompt you like the setup guide with images, I mean. Hmm. Well, thank you so much. If you have a problem, just give us a call back, okay? We're happy to help. You too. Thank you so much. Take care. Bye-bye.
31:00