V2 Rubric Detail — 71b96d08-71aa-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 22:00
Duration
24m 25s
Contact
Lamar Martin
Issue Type
DHCP reservation not applying to AP
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
Escalation4.00/5
Customer Exp2.50/5
Overall51.9% (-0.1)

V2 Grader Summary

The agent did not resolve the issue but appropriately recognized it as beyond standard support, committing to escalate findings to engineering. Troubleshooting was partially met through replication attempts and technical questioning. Ownership and escalation judgment were met or partially met, leading to a classification of Appropriate Escalation despite unresolved status.

V1 Case Analysis

Customer reports DHCP reservation not applying to AP Kitchen-6E (physical MAC 59-1E) on MX6200 mesh. Agent removed obsolete virtual MAC reservations but did not verify DHCP range, reboot AP, or escalate. Issue unresolved; customer to present findings internally.

Troubleshooting Steps
  • Reviewed DHCP reservation list in router UI.
  • Confirmed only three physical MAC addresses (MX200 units) were present.
  • Removed an obsolete virtual MAC reservation (B2A7:82:14:F0:DA).
Key Observations
  • Agent correctly identified that virtual MAC reservations worked while the physical MAC did not, demonstrating accurate diagnosis of the symptom.
  • No verification was performed that the reserved IP (.101) falls within the DHCP range (KB Step 3).
  • No instruction was given to reboot the AP or release/renew DHCP lease after reservation changes (KB Step 5).
  • Agent did not offer escalation (e.g., 5-press method) despite suspecting hardware fault.
  • Call ended without clear next steps or follow-up plan.
Positive Highlights
  • Correctly identified that the virtual MAC reservation worked while the physical MAC did not, showing accurate diagnosis.
  • Confirmed the presence of only valid physical MAC addresses in the DHCP list after cleanup.
  • Removed an obsolete virtual MAC reservation as requested, improving configuration hygiene.
  • Accurately described the observed behavior from both customer and replication environments.
Agent Errors / Gaps
  • Missing collection of product model/serial number and warranty information despite troubleshooting a hardware fault suspicion.
  • Failure to verify that the reserved IP (.101) falls within the DHCP range, a critical prerequisite per KB (universal_dhcp_reservation.md Step 3).
  • Failure to instruct customer to reboot the AP or release/renew DHCP lease after reservation changes, as required by KB (Step 5).
  • No escalation or follow-up procedure offered despite identifying a persistent hardware-level issue.
  • Communication was fragmented and lacked structure, making it difficult for the customer to follow the troubleshooting flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends with customer still unable to reserve IP for physical MAC address or consistently add child nodes; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted to replicate the issue and asked about setup steps (wired vs wireless, app vs UI), showing some diagnostic intent, but did not execute a full troubleshooting sequence.
R3 Partially Met Correct resolution path conf 80%
Agent acknowledged hardware suspicion and stated intent to escalate findings to engineers, indicating a path forward, though no formal escalation was executed during the call.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (duplicate devices, failed reservations) and asked relevant questions about node addition method and MAC types, but did not systematically isolate root cause.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent referenced screenshots and device list observations, implying use of visual evidence, and discussed replication attempts, suggesting lab tool use, though no direct remote access or log review occurred.
T3 Partially Met No misinformation conf 90%
Agent correctly distinguished between physical and virtual MAC addresses and understood DHCP reservation principles, but could not resolve the core conflict between them.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed the call as a replication verification and maintained focus on technical details, despite audio issues and silences, but transitions were occasionally abrupt.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language and repeated key points (e.g., physical vs virtual MAC), but did not consistently confirm understanding or adapt fully to customer’s detailed narrative style.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent took ownership by attempting case replication, committing to report findings to engineers, and not transferring responsibility prematurely.
O2 Partially Met Proactive follow-through conf 75%
Agent committed to redoing case replication and reporting back to engineering team, but did not specify a timeline or direct follow-up with the customer.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or observable; this appears to be the first interaction on this specific replication issue.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Agent recognized complexity beyond standard L1 support, suspected hardware fault, and committed to escalating findings to engineering team — a valid escalation path.
E2 Partially Met Escalation prep & handoff conf 80%
Agent planned to escalate internally by reporting replication challenges and customer observations to engineers, but did not inform the customer of formal escalation status or next steps.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer’s effort in troubleshooting and expressed appreciation for their time, but empathy was limited and not consistently applied.
X2 Partially Met Tone & rapport conf 80%
Agent adapted to customer’s technical level and mirrored their focus on replication details, but pacing was occasionally disjointed due to audio issues.
X3 Partially Met Overall experience conf 85%
Agent used customer-provided information (email, MACs) to avoid repetition and attempted replication to reduce customer effort, though some clarification loops occurred.
Call Transcript40 turns · 44 lines
Speaker 1
Hello. This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh, hi Lamar, this is Paulo from Linksys' Customer Assurance Team, level two, and this call is recorded for quality assurance purposes. Hello, sir. Oh, hi. I finally, I was able to reach you. Uh, Lamar, I just have a quick question. Uh, yeah, the ticket that was given to me, okay? Now, uh, under the AP kitchen dash 6E, uh, that ends with 5, the MAC address that ends with 5-9-1-E. That was the physical MAC address, right? Okay, now, this is my question. I got confused because, um, under the DA sheet,
00:00
Speaker 2
Yes. OK. Hello. Mm-hmm. Yes. Correct. Mm-hmm. It is correct. Mm-hmm. Yes.
00:00
Speaker 1
IP reservation. Okay. I'm looking at the screenshot right now. Uh, there is an IP address. Sorry, Alamar, I think you're too far from the phone. So, I can barely hear you.
01:00
Speaker 2
That that, that was a, that, yeah, there's, so what you're saying is, is it, let me look at it real quick first. Okay, ip address for seven, one, zero, zero, one, 1. 1. 1. 3. 1. One, one, 5. Okay, sorry. Okay, so here's the deal. So, if I go to device list or actually let me go to connectivity. I go to connectivity and uh, local network in the if you would, and then um,
01:00
Speaker 1
Sorry, I can barely hear.. you said you said you're on the local network. OK.
02:00
Speaker 2
I did have a reservation. I did have a reservation. I did have a resolution for the AP-Kitchen-6E-4.100. That was for a virtual IP address. That doesn't exist and it's coming off of a chip or something off of that that that that MX6200. The actual MAC address ends in 59-6E, okay? So I've eliminated as instructed to get rid of that particular reservation that that was and remember. Um, do I have it here? Looking now in the DHCP list.
02:00
Speaker 1
Yeah, those questions was coming from some. Yeah, mm. Okay.
03:00
Speaker 2
kitchen, kitchen nuts, the other one, because there's also, another, virtual IP address that comes up for, that, kitchen, uh, that, 6200, so it doesn't list it anymore, since I got rid of it. Uh, now, I, it started with D2, I think. I'm not mistaken. Let me go look at the email. Uh, the, email. Yeah, so, so, there was a, another, IP address that starts with, D2A78:2:14:F0:DA. That is a virtual, or I, don't know, where, that, IP address is, that MAC address is coming from. I, removed that reservation from the, DC, uh, DC, reservation that no longer exists. Um, there.
03:00
Speaker 1
okay. Alright so yeah that's the reason I called because um the other question that I have um is that um I'm trying to identify which one is the physical and the versatile because when I replicated this one um it it showed
04:00
Speaker 2
So, the only reservations in the DHCP reservations are the actual MAC addresses for the three MX200, that's it, so yes, I've removed it. So, those are the only three that are down at the bottom of that email I sent you guys that has the three access points and those are the actual physical MAC addresses for those units. Okay. Sure, sure. So, at the bottom of the email I
04:00
Speaker 1
Mm-hmm. Okay, I saw that, yeah. Mm-hmm. Okay. Now, um, here's what I have in my cache replication log, okay? Um, I, I'm seeing two, uh, devices on the device list. Now, um, I, I saw the virtual, um, uh, Mac address, but there's no IP address. Now, um, I, I, I, I, I, I, I, I, I, I, I, I, I, I, I, I, I, I,
05:00
Speaker 2
the bottom of the email that I've sent has all three Mac addresses, and all three of those are the physical Mac addresses. Okay. Okay. Yeah, we're going back there, my friend. What are you doing? Now it says, no, I'm literally on the mac address.
05:00
Speaker 1
00:00:05 but it's a oh, 00:00:59 okay
06:00
Speaker 2
[KEEP_UNCERTAIN] AP-kitchen-6E. There's two of them in the device list. And if I click on the information link, the first one is the actual physical MAC address that has an IP address of 192.168.1.145. That's the actual MAC address, okay? That ends in, that's the physical MAC address that ends in 291, Edward, okay? Now, the second one that's listed, it just, it list it, and right now it's still, and I guess this is something that's with home routers, it's holding on to that reservation, I would have to actually reboot or clear the device list and force it to just get a random d.
06:00
Speaker 1
Okay virtual The one oh one IP address [silence] sorry to interrupt [silence] the one oh one Yeah, the one oh one IP address
07:00
Speaker 2
okay Steve address but it still hold on to dot 100 and that's the B2: 87: 21: 4: X: 0 D: A: That is a virtual Mac address or a Mac address that's coming off of the device. I don't know where it's coming from. Right. So that one is erroneous and it shouldn't be there. And I believe that because of whatever's going on with this device, even though I put the actual physical Mac address in the device or in the the DHCP reservation, it will not and I repeat, it will not grab 101. that 101 which I have it set for. It will not do it. It it will not do it. I've said it. I I, correct. Right, go ahead.
07:00
Speaker 1
That was the, that's the one that has the physical address, right? Ah, physical mac address. Sorry.R OK. OK. Now, uh, here's what I have in my case replication, okay? And this is the reason I'm asking and clar-ify things. All right. Uh, I added the child node, okay? And I went to the device list. The, um, the, uh, the physical mac address right there is shown, but there's no IP address. And when I do reserve, there's no IP address either. And there's no. I don't know what else to say, but IP address. So I sincerely don't know what is the solution. All
08:00
Speaker 2
Correct. But under the res EPA, that, that is, set to the actual physical MAC address. And it will not, I repeat, it will not acquire that IP address. They took the OP 145. Okay.
08:00
Speaker 1
Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Okay. Mhm. No. The whole system. Okay. Mhm. Mhm. Okay. Mhm. I sure did. Thank you. Thank you. Uh huh. Uh huh. Okay. Uh, the reason why I'm asking this question is uh I'm going to present this in to them, sir, okay? Uh, and then when I present this, I I want them that this is what's happening in your end and and this is what's happening in my case of applications, sir. That's basically I'm verifying right now. that's the reason. uh, I uh I saw your email that you've
09:00
Speaker 2
Now I'm going in reverse now. That one added and no problem. we didn't see any issue. Okay. And then I added the kitchen and I set it up and it added. And then when I looked in the device list, within I would say 5 10 minutes there was a that duplicate device in the device list for whatever reason. So you're setting up a lab environment and trying to replicate this and I don't think that you can because I believe that there's a hardware issue with this device. Because they're they're you you it's okay. Go ahead. Okay. Right. Right. Right. Right. Right. Yeah, give give give.
11:00
Speaker 1
reset all the system and then you reversed in um, adding them. I saw that that way okay uh, I want to verify this with you. I me over the phone. MR. God, shit. Yes..
12:00
Speaker 2
unclear right like i said right they asked the question why did i u se the the uh the m r 5500 but yeah as the peer y pen router uh i had purchased that one before i had purchased the three mx 6200s it was already in you know as our router and then when i you know i said okay let me replace these old access points because the the you know it wasn't mesh and i wanted we wanted to go to mesh so i wanted to head and purchase the three but i was looking for a three pack because i did see that out there that you could get them in three packs and i couldn't get one so i got the two pack and then a single and it's you notice with the mac addresses [silence]
12:00
Speaker 1
Yes, sir. I got that. Yes, sir. Yes, excuse me. OK. All right. Well, yeah, I thank you for this time, Lamar, okay, because they're asking me to, you know, replicate this one. And I have a question, this came up from my mind. Now you've reset the whole thing, right? And also, you added the child nodes here. And then before adding it, then of course you're going to, I mean, after adding it, you're going to reserve the IP addresses. That's the outcome. But how do you
13:00
Speaker 2
They, they came from the same batch that was in a two pack with the 8069A 1A. I, yeah. So that's, that's in a not, I don't know if that plays a part in it and it shouldn't because you should be able to purchase these and add more and more access points as you need them on your network if you wanna add more child, you know, shouldn't be like this. So that's why I'm saying there's definitely a problem with the hardware with this one. Thank you.
13:00
Speaker 1
So, what you add, the child nodes, sir? Was it using wireless wires, and then you connected it to the switch? [silence] Nice. [silence] Yeah. [silence] Nice.
14:00
Speaker 2
Correct. So I used the phone app because using, connecting it to the, the physically to the switch, it doesn't, you know, it becomes cumbersome because you I'm actually doing it using, you know, the phone app, but hey, for whatever reason it was, was giving me problems when I first did it. So I cleared everything out when I first did it. And so I just used the app and I use it wireless. I I laid the I put the 6200 right next to the 5500 and used the app. And I watch the light and the blue light started blinking, all that went white and then it it added. And then once I saw that it was secure and added, I unplugged it, took it to its locate, took them to their location, plug in the ethernet and turn on the power and they booted up just fine.
14:00
Speaker 1
So the reason I asked that because it's been two days, sir. I'm going to be honest with you. Um, I added a child node, okay, using the add wireless on the interface. I can't seem to add the three child nodes. I'm replicating this exactly uh almost to your setup right now. I can't add it through the 5 press, but I haven't tried the the uh Lynksys app, which I'm going to do later. Okay? And um, I was able to add it in a wired connection, but it was a struggle, okay? Um, for me. And that's why I'm still working on with this case right now and I can't seem to respond to the engineer technician yet.
15:00
Speaker 2
[silence] does that so okay does that make sense yes yes that that was atr cruck is for me as well
15:00
Speaker 1
I can't seem to respond to them yet because I haven't completed a case replication and I'm seeing um possible questions that they're going to ask me, Lamar, that those are, I'm preparing for.
16:00
Speaker 2
Yes. So, so here's a here I'm looking at this is that I did try it that way at wire and like you had difficulty you know, it's a struggle. I did it wirelessly cause it seems like it's it's geared towards being added via the your cellphone app versus a a a browser GUI on a laptop on a desktop it's just when you go into add so if I go into and this is how I try to do it if you go into. If you C A mode and you go to the C A router setup and say
16:00
Speaker 1
Yes sir. Yes sir. when you use the Linksys, when you use the Linksys, Mr. Mar, uh, does the child node add right away, as right away, no problem? Or there's some difficulties? Mm-hmm. Set up.
17:00
Speaker 2
Add wireless child node. It doesn't react. If you sit there, there's no whiteness, blinking, nothing. It just sits, you know. So I resort back to what, you know, using the app on the phone. No, no. So it's wiredless. I go to the product, select the product, make sure that the blue light is solid and ready 'cause it's, you know. Then I say add and I wait, okay? Then the blue light starts blinking, blinking, blinking, blinking. You know, on a few minutes to go solid then blinks and then it turns whiteness and it blinks, blinks, blinks and then it goes solid whiteness and then it's finished and then it'll show up in the tree.
17:00
Speaker 1
I see all right I have been the links at Zapp Lamar okay I'm gonna do that
18:00
Speaker 2
And then once that happens, I make sure that it's good and I rename it before I move it. So, I give it the name in the phone app. And then I, you know, turn it off and slug it in where its location, its final resting place. So, Okay. Yeah. So here's my thing, Tyler. Um, I hope they don't come back until it's, it's, there's nothing wrong because there is. Um, there is definitely something not right. Okay? Um, you know, and, and all of them are coming through, what the, and it does this wirelessly as far as when it starts to replicate itself. So it's not even going through the, that unmanaged switch. [silence] The D-Link unmanaged switch, it starts replicating itself, even, before it gets there. So, I don't know what, else to tell you guys, and saying that, you know, asking the question about why use the MR5500 in the parent, I feel is it's, it's neither here or there. It's irrelevant. You should be able to add it to that device cuz they're they're compatible. Both of them are Cognito mesh, they're compatible. And your website, the website says that it can be done. Okay? Okay?
18:00
Speaker 1
Okay. Okay. I see. All right. That's, I heard it. Okay. So, yeah, I'm going to take note of that comment, okay? Ah. There's one information that they would like me to do. is I haven't finished the case replication Lamar, okay? Cuz I I'm having difficulties adding that child node. And so far, I added one child node. And then I want to identify, cuz I see that we have different outcomes in your case and I I I will verify this. Um using the AP Kitchen 6E with a Mac address of 591E with physical address. Uh you said that uh it can't be reserved. But the one with the Mac address F0DA, it can be reserved. Okay.
20:00
Speaker 2
Okay. Okay. [silence] Correct. the virtual one, it will reserve an IP address, but the actual phy. mac address of 591 Easy. It will not. It's still sitting at .1.45. And it will not. [Music]
21:00
Speaker 1
Okay, all right. Well, thank you so much, uh, Lamar. And yes, um, I'm going to tell them if ever they're going to go to a row telling me that, um, MX-62 is the parent node. I'll let you know. I'll let them know that, uh, this is your original setup. And like you said, you purchased, you want to purchase three packs at first. However, there's, uh, not available. You purchased them separately. Two packs and then one pack, and this Okay. And, um, uh, may I know when did you purchase that one Lamar? Is it Is it Amazon or Best Buy? Amazon. Okay.
22:00
Speaker 2
Yeah, I purchased. I said I. I didn't purchase them all separately. I got a two pack. And then a single one to give me three. Right? So I didn't purchase them because I could. Uh, Amazon.
22:00
Speaker 1
All right. I see. I see. Okay. So, uh, yeah, I'm gonna redo my case replication how I clarified, especially the other child node that they're being reserved using their physical address and only with this particular child node. And yes, I'll be providing, um, them the rest of your comments on Lamar. Okay. Lamar, I thank you so much. Okay? All right. So, uh, I'm gonna get back to the laboratory and then, um, you know, um, set this one by one. Okay? Because I'm gonna, uh, uh, represent them to them. Okay? Because they have responded to me already and then clarify things as well to them. Thank you so much, Sarah. Okay? You have a great day. Bye bye.
23:00
Speaker 2
Right. Sure. You're welcome. Okay. Okay. Okay. Okay. Okay. Sure. Thank you. Okay. You too. Bye.
23:00