V2 Rubric Detail — 735c070a-7b29-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-09 00:02
Duration
10m 34s
Contact
Steve Ringo
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00136407
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot access the web ui

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical3.75/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp1.79/5
Overall51.6% (-4.4)

V2 Grader Summary

The agent accurately diagnosed a known high-device-count UI limitation on the MX6200 but failed to resolve it, offering only a temporary reboot workaround or return. Troubleshooting was partially advanced but lacked tool use and firmware verification. Ownership and communication were strong, but customer effort remained high with no path forward. No critical failures occurred.

V1 Case Analysis

Customer unable to access MX6200 web UI after ~60 wireless devices reconnect. Agent cited known memory issue, advised reboot for temporary access, and recommended returning the unit (potential warranty). No model/serial/warranty verification or deeper troubleshooting performed.

Troubleshooting Steps
  • Confirmed high device count (~60) as a contributing factor to UI instability
  • Explained known memory-related issue affecting web interface access
  • Suggested rebooting the router to temporarily regain UI access
Key Observations
  • Agent correctly identified a known memory-related UI instability issue on the MX6200 under high device load, aligning with internal engineering reports.
  • No attempt to verify product model, serial number, or warranty status despite discussing return.
  • Troubleshooting was limited to a single workaround (reboot); no systematic isolation steps (e.g., direct Ethernet test, firmware version check, or device count reduction).
  • Communication was disorganized with excessive filler words, repetition, and lack of clear structure.
  • Agent did not confirm whether the reboot suggestion restored UI access.
Positive Highlights
  • Agent correctly acknowledged a known memory-related UI instability issue on the MX6200 under high device load, consistent with internal KB guidance.
  • Provided a temporary workaround (reboot before device reconnection) that aligns with known behavior.
  • Acknowledged customer frustration and offered a return path, showing empathy.
Agent Errors / Gaps
  • Missing collection of product model, serial number, and warranty information despite discussing a return.
  • No warranty lookup or verification performed before suggesting return, leaving warranty status ambiguous.
  • Failure to follow a structured troubleshooting flow (e.g., test via Ethernet, check firmware version, reduce device load).
  • Poor communication clarity with excessive filler words and fragmented instructions.
  • Did not confirm whether the suggested reboot actually restored UI access.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only offered reboot workaround or return device; customer confirmed UI remained inaccessible with 60+ devices connected, and no permanent fix was achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified high device count (60) as the root cause and referenced a known engineering issue, advancing understanding, but skipped diagnostic steps (firmware check, remote access) that could have further progressed the case.
R3 Partially Met Correct resolution path conf 89%
Agent suggested return under warranty but did not verify warranty status or attempt best-effort troubleshooting (e.g., firmware update), which is required even for out-of-warranty scenarios per OOW standard.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent correctly identified symptom (UI failure with >60 devices), asked about device count, and linked it to known memory limitation — demonstrating logical diagnostic reasoning aligned with KB.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent relied on internal knowledge of the issue but did not use tools (remote session, firmware check) that were clearly needed to validate or progress the case, missing an appropriate diagnostic step.
T3 Met No misinformation conf 97%
All technical statements (memory limitation, reboot workaround, instability with high device counts) matched documented behavior for MX6200; no inaccuracies detected against KB or transcript evidence.
Communication
C1 Met Clear & professional language conf 95%
Agent opened with clear framing ('this is Paul from Linksys'), maintained control through customer digressions, and closed with summary and final check ('Is there anything else before we end the call?').
C2 Met Confirmed understanding conf 91%
Agent used plain language ('reboot the router'), confirmed understanding ('yes, correct'), and adapted explanations to customer's technical level without jargon overload.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, refused transfers, and remained engaged through all troubleshooting and return discussions without avoidance.
O2 Partially Met Proactive follow-through conf 89%
Agent provided a next step (reboot before editing) but set no timeline, follow-up commitment, or clear path forward beyond return — leaving customer without actionable closure.
O3 Met Closure confirmation conf 93%
Agent referenced prior similar cases ('we have reported a case similar to this') and engineering investigations, demonstrating use of case history and continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred, and none was warranted — the agent handled a known product limitation within L1 scope without complexity triggers.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent expressed mild empathy ('I'm sorry') but did not explicitly acknowledge customer's frustration over the high-effort workaround or new-device return inconvenience.
X2 Partially Met Tone & rapport conf 89%
Agent maintained steady tone but did not adapt communication style when customer expressed repeated concerns about usability and lack of alternatives (e.g., no adjustment for emotional state).
X3 Not Met Overall experience conf 95%
Customer was forced to reboot and race devices to edit settings — a high-effort process with no agent-side reduction (e.g., script, batch edit, or alternative configuration method offered).
Call Transcript21 turns · 21 lines
Speaker 1
This is linkcess technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a linkcess specialist. Hello, this is Paul from linkcess customer assurance team. May I speak to Steve? Okay, okay, so, yeah, your case has been escalated to us, so I'm doing a followup call regarding your concern, yeah, about your linkcess device. Is this the best time so for us, like, to discuss your ticket? Okay. Okay, good. So, I just want to confirm, so, basically, your router is working, but you cannot access its web interface. Is that correct?
00:00
Speaker 2
Yeah, this is Steve. [silence] Yep. Yep. I was like. [silence] [laugh] Yes when I don't know how much in the notes are in there, but what am I trying to do is I'm just trying to swap out an older uh link, this is like a 9600 with this new 6200. So I'm just trying to mimic the SSID and the IP addresses and everything. And when I shut the old. [silence]
00:00
Speaker 1
[silence]Yeah I connected. Yeah, but how many wireless devices do you have Intel also? I Oh, 60 wireless devices. Yeah, normally it's under device list. device list or network map. device list or devices. [silence]
01:00
Speaker 2
one-off and then change the SSID on the new one. So all, it starts taking the traffic from all the devices. I used to be able to access the UI through a web browser, but once it starts getting wireless devices connected to it, it doesn't, yeah, it doesn't work. Oh, let me look at, I think it's like 60. Yeah. Where can I check it on my old on my 9600? It's the same interface. Which tab is it on? oh, device. Ehh, it's like, yeah, it's like, yeah, like, like, yeah, like, like, [silence]
01:00
Speaker 1
60 plus devices right yeah because regarding this is for the MK 6200. yeah we actually have like a reporting case similar to this. yeah if you have like 35 plus devices you might be experiencing issues accessing its web interface and also yeah it's the access of web interface is kinda unstable once that those devices reconnect is good yeah it has something to do with the memory of the device the other work around you can do so is you can try to reboot the router then try to access its web interface that is that's the time you can access
02:00
Speaker 2
Um, well, either way, it's around 60. The old the older version works, works fine. Uh, I've Yeah, I've been rebooting and doing a bunch of uh
02:00
Speaker 1
yes. yes. uh it will just it is just blank. uh right? uh we need we need to quick yeah. sometimes we need to click the tabs so that's it. yeah. we are at 60. uh 1.6 hundreds uh yeah. yeah. i'm sorry. uh yeah. so that's like uh yeah. we have reported a case uh similar to this and currently we don't know we are engineering team is like are working for a fix with this issue with the router.
03:00
Speaker 2
Troubleshooting and can't get it to work. I mean, I am able to log in and I click on a page like connectivity but the box that, the little white box that is supposed to come up with basic information, that one just never. I see hints of it trying to come up but it never. mhm. mhm. mhm. mhm. Uh you kind of cut out there for a second. Okay. Okay. Now, I just bought this thing cuz my, on my 96 50, my Wi-Fi port broke. [silence]
03:00
Speaker 1
Yeah, devices. Yeah, so for that one, sir, I would suggest that you, yeah, return that one to the store. Yeah, because I believe it's still under the warranty because, yeah, there's nothing we can do with that node at this point. Yes, because even if we reset that one, once the device is reconnected, you will still experience the same issue. Yes. Yes. Yes.
04:00
Speaker 2
The 10100, I was only getting 10 megs on the downloads, so I figured an upgrade would give me better throughput, which it is. But I have a bunch of uh DHCP reservations that I'm trying to get So what do I do with this one? Yeah. So I've kind of figured a work around. What I've done is I renamed the SSID to a network name that's not not being used. Then when it's not being used, I go I, I go in and manually add all my DHCP reservations. And then I was going to turn it live, but I guess my question [silence]
04:00
Speaker 1
Yes, sir, yes, correct. So, the only way for you, like, to edit it again is you have to reboot the router, so those devices will temporarily disconnect. So, you can access the web interface. But, as soon as those devices reconnect, then you might have that same issue again. Yes, yes, sir. Yes, we have a case, yeah, reported case, yeah, similar to this. Yeah, some of the customer experience this type of issue with the web interface.
05:00
Speaker 2
if I ever want to edit this again, I can't get into the UI? Can I yeah there's you don't know any other work arounds on this cuz I I ordered this on eBay and I mean they accept returns but the thing works fine except I just can't edit edit anything after I so when yep so uh Yeah.
05:00
Speaker 1
[silence] us [silence] this moment so we don't have like an information if Linksys will be release a firmware yeah that will address this type of issue. Yeah because I believe it has has good. Yeah because for this one sir I think this I'm not sure if this can still be fixed by updating the firmware because I believe it has something to do with the memory of the device. Yeah I do just want to let you know. So yeah your option sure is yeah you can if you want still want to use this device sir is yeah if you want to access the interface is you have to reboot the router but yeah if not then
06:00
Speaker 2
Do you? does that mean that they're gonna come out with a firmware update? Okay. Okay, not what I wanted to hear, but it is what it is. [ silence ]
06:00
Speaker 1
And you may return it to that store. Mm-hmm. Yeah. Mm-hmm. Yes. Yes. Yeah, I really doubt for that, sir. Mm-hmm. So, yeah, thank you very much for this help. Is there anything else before we end the call? Mm-hmm. Do you have any other questions? mm-hmm. Yeah, by 6E. Mm-hmm. Uh, which model, sir? Yeah, what model? Are you referring to the NBE 7000?
07:00
Speaker 2
Yeah, but, the problem is is that as soon as I turn as soon as I turn it on, all the wireless devices are gonna are gonna start reconnecting and I can't beat them in there, so. Alright, I'll see what I can do on the return. Okay. Uh, Yeah, one more question. One other question. So, the reason I landed on the 6200 is the version what is it, the 6E or whatever one this is, is because this, yeah, this that there's a a newer one, which is a 7. Is that one not available? Um,
07:00
Speaker 1
Why just ask that node to the MBE 7,000 node router. Yeah, it's the Wi-Fi 7. Yeah, so for yeah, the Wi-Fi, the MBE 7,000 Sir is a Wi-Fi 7 router. And yeah, for that Sir, you can use your old node. You can connect your old node to that model.
08:00
Speaker 2
well, what I'm looking for is I have a bunch of those Velo nodes and I wanted to get a router that could reuse my mesh, you know, nodes. And so the 6e and the or the 6 and the 7. Let me look it up real quick. it's not the micro, uh, uh, I don't know the name right off hand, but it's a seven something, uh, right.
08:00
Speaker 1
and it doesn't have this type of issue [silence] yeah, pro 7 a venture that's MBE 7,000. Yes, we don't have. We don't sell router for now. Nice. Okay. Yeah.
09:00
Speaker 2
I couldn't, I couldn't find it. I I couldn't find any for sale. I I think it was the Pro 7. Yeah. those I couldn't, you know, I I did look on Amazon. I did look on Amazon. Do you guys don't sell them directly from Linksys, do you? Okay. I couldn't, I couldn't find anything for sale on Amazon or eBay or anything. So, I guess I'll try to see if I can find an old use 6991. That one seemed to work fine. Mhm. [silence]
09:00
Speaker 1
no words spoken in audio
10:00