V2 Rubric Detail — 820c9046-8225-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 21:21
Duration
36m 36s
Contact
816-564-6120
Issue Type
Port Forwarding
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00137623
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up New system
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership3.50/5
Escalation5.00/5
Customer Exp2.50/5
Overall54.9% (+6.9)

V2 Grader Summary

The agent performed partial troubleshooting (firewall disable, port checks) but missed critical diagnostics like double NAT verification, resulting in an unresolved issue. Escalation to Level 2 was appropriate given complexity and prior unresolved contact. Communication had framing/empathy gaps but maintained ownership with a clear callback plan. No critical failures triggered auto-zero.

V1 Case Analysis

Ports 41791 and 41795 not opening on home MX2000 router; identical config works at business site. Agent disabled firewall, ran diagnostics, unable to resolve; escalated to Level 2 with callback.

Troubleshooting Steps
  • Disabled 'Filter Anonymous Internet Requests' in Security > Firewall
  • Ran router's built-in port-check diagnostic for ports 41791 and 41795
  • Collected modem model (BG-320 500) and suggested testing modem isolation
Key Observations
  • Agent correctly disabled firewall filter per KB but missed critical steps: double NAT verification, external WAN IP confirmation, and modem isolation testing
  • Long periods of silence and unclear direction reduced call efficiency
  • Serial number, warranty status, and detailed port-forwarding settings were not collected despite being relevant to port-forwarding issues
  • Escalation to Level 2 with callback was handled appropriately after initial troubleshooting failed
Positive Highlights
  • Agent remained polite and professional throughout the call
  • Correctly identified and disabled the firewall filter as a potential blocker per KB guidance
  • Properly escalated to Level 2 support after exhausting initial troubleshooting options
  • Collected modem model and callback number for follow-up
Agent Errors / Gaps
  • Failed to verify double NAT or ISP gateway configuration - a primary troubleshooting step for port-forwarding issues per KB
  • Did not confirm external WAN IP used for port checking, which could cause false negatives
  • Did not validate port-forwarding rule details (internal IP 192.168.2.44, TCP protocol) were correctly configured
  • Did not execute suggested modem isolation test, which could have isolated the issue
  • Excessive hold/silence time without keeping customer informed

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Ports 41791 and 41795 remained closed despite troubleshooting; issue unresolved at call end.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent disabled firewall filter and ran port checks but omitted critical diagnostics (double NAT, WAN IP type, ISP gateway configuration).
R3 Partially Met Correct resolution path conf 85%
Escalation was appropriate given complexity and prior unresolved contact, but L1 troubleshooting was incomplete (missed double NAT/bridge mode check).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Failed logical diagnostic process: omitted double NAT and bridge mode verification required per KB for port-forwarding failures on MX routers.
T2 Met Appropriate tools / resources used conf 90%
Used appropriate tools (router firewall settings, built-in port-check feature) correctly interpreted for the scenario.
T3 Met No misinformation conf 95%
Instructions to disable 'Filter Anonymous Internet Requests' were technically accurate per Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Maintained basic call control and set callback timeline, but exhibited long silences and failed to frame/explain the process clearly.
C2 Partially Met Confirmed understanding conf 85%
Used plain language without jargon but did not confirm customer understanding after key steps or adapt to fragmented communication style.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Remained on case and initiated escalation rather than abandoning, but transferred before exhausting critical L1 diagnostics (double NAT).
O2 Met Proactive follow-through conf 95%
Provided concrete next steps: Level 2 callback within 30 minutes with confirmed callback number.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact for this ticket; no prior case history to reference or hand off.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Escalation justified by repeat unresolved issue (customer referenced prior Level 2 contact with Paulo) and complexity beyond L1 scope.
E2 Met Escalation prep & handoff conf 95%
Escalated to correct team (Level 2), recorded callback number, and communicated clear timeline/reason to customer.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Remained neutral and solution-focused without impatience, but offered no explicit empathy for customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 85%
Continued engagement despite interruptions and allowed customer transitions, but tone remained flat with limited adaptation to emotional state.
X3 Partially Met Overall experience conf 85%
Avoided unnecessary holds/steps and streamlined port-check guidance, but customer still repeated information due to missed diagnostics.
Call Transcript32 turns · 39 lines
Speaker 1
Hi, how are you doing? Uh, I'm uh, I'm doing okay and I'm not doing okay. I have been dealing with linksus and AT&T for a few days now. And um, we finally figured out my business, but what we're having a hard time figuring out is my um, is my house.
00:00
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. How are you doing? Thank you for calling linksys. My name is Gerald. How are you doing?
00:00
Speaker 1
So, I didn't know if you could help me out with that. So, basically what it is, is I have MX-2000 routers and I have a few of them, okay? Um, and I have three of them at my business and I have, uh, three of them at my house and two other routers at my house as well. Here's the dilemma and this is what's happening. Um, when I am, I did a pass through on my AT&T router. I just got off the phone with AT&T. I explained to them what was going on and I said, I want to check to make sure my router configuration is correct. And he compared it to the one at my business and he says, it is a 100% in pass through mode. I was like, okay, that's great. If I'm, i'm a hundred percent and passthrough mode. Why do I have two ports that are not opening? So he told me, he said, well, he's. If you were you. I would call linksysis because your modems are set up the same. And if you have the same uh, linksys routers at your house, as you do your business, something's going on. Because can you do you wanna check do some port checking and I can tell you so you can see what's going on. Okay. So the ports that I need open are 22 88 843 41790 41791 41 794 and 41 795. All the ports are open, except for 41791.
01:00
Speaker 2
I can check the I can check the ports right here so you can just tell me what's going on. [silence]
02:00
Speaker 1
And four one seven nine five. There you go. I have got them set up identical with my work and here. If you'd like to log into my account, you can look at the setups in both of them and the port forwarding and you can see they're the same. But for some reason here at my house those two ports are not opening up. Thank you, sir.[ silence ]
03:00
Speaker 2
ok, hold on oh, by the way, I cannot log in through your router. we don't have access. What I'm going to do is I'm going to check your record right here because it does seem to have a record. Just gonna read this one.
03:00
Speaker 1
[silence] I'm in, I'm on my computer.
04:00
Speaker 2
you, you know how to log into your system settings? the router system settings.
04:00
Speaker 1
yeah, I'm, I go to C, A, and you go to, Connectivity, yep, I'm troubleshooting, where do you want me at? yep, I'm there. 99.109.233.109 417991 and 41795. so, 91 and 95. on both systems, it's TCP. It's called, it's called a crest-tron system. Yes, sir. [silence]
05:00
Speaker 2
and what device are you trying to configure or what way you're trying to do? Okay, think.
06:00
Speaker 1
sir, if you can hear me, I got to switch lines for a second. I'm sorry about that. Can you hear me? [KEEP_UNCERTAIN] Hello, I'm hold on one second. Let me wait here until it beeps when to be pulled off. You go. I had to go to work for a second. I was trying to talk, but I had you had me on hold. So what do you find in there, my friend? It's first time setting this one up. Do you want to look at my one my business? I can set you up with it and you can look at it um because I'm here right now and you can see how it's set up and maybe compare the two. What do you mean? The device that I'm opening is a crestron. It's a box.
10:00
Speaker 2
So, I was actually just checking on what are the possible reason why you can't, um, I mean, why it's not not working, but was that working before or no? Is this your first time setting it up, opening a port for that? No, that's OK. We'll do it if it's not really necessary. But for now, um, do you have a physical device for it? You do, right? Like, is it a software or is it a hardware device that you're trying to open a port?
14:00
Speaker 1
and it has a static IP of 192.168.2.44. Okay. I'll be done here at my business and I'll be back home. I live right across the street, but go ahead, ask me whatever you need. [silence] It's not connected. It's hardwired in. It's hardwired into the switch that goes to the router. So and it's just a dummy switch, so it's just, you know, just a pass-through information here in person. Yeah. I'm both. So so on the port range forwarding is used for
15:00
Speaker 2
Yeah, 4.4. And right, I knew it is that already connected to Wi-Fi or not yet connected to Wi-Fi? Hardware into the router. And I ddi you use the single port forwarding or port range forwarding?
15:00
Speaker 1
17 and 90 through 417, 91, then 4, 17, 94 and 417 and 95 is the other. Then all the others are single ports. Right now I'm at the business. yes sir
16:00
Speaker 2
So, which Wi-Fi are you connected right now to your business Wi-Fi or, What I'm thinking is that we all try to disable the
17:00
Speaker 1
Yeah, when I ping it from here, it shows those two ports are closed. And when I ping it from home, it shows those two ports are closed. Yes, sir. Hey brother, I got to switch lines for a second. I'll be right back.
18:00
Speaker 2
and. Let's see if that's gonna work. And also we're gonna try the ping. If we can ping that. Okay. mm-hmm. Okay. two ports are closed. And those are the two ports you mentioned. Okay. Okay. And can I ask, how did you ping that? I just want to make sure that we're on the same page. [silence]
18:00
Speaker 1
All right. I'm coming to my driveway. [silence] All right, my friend, can you hear me? I'm here. I'm at my house. okay okay Let's see here. I'm in the router right now. Tell me what you want me to do. [silence] I'm at security.
25:00
Speaker 2
Hello? Okay, good good. So let's look into your system settings, uh web settings of your better. Go to security.
25:00
Speaker 1
and it's loading. I'm there. Uh, I got apps and gaming. There's, oh, I see it. I didn't see it before. I'm at firewall. Turn it off for now. I did. I'm going to apply it. Okay, it's applied. Now I'm doing a port check and it says it's not working.
26:00
Speaker 2
go to firewall. Setting firewall. Look for a filter anonymous internet request, tune it off for now. hit apply yeah, check okay, it should be good. Can you try again if that device is now working?
26:00
Speaker 1
Let me uh, let me back out of it and, let me see, here. Uh, let me see. Let me back out of it and log back into it again just to double check. There we go. Check for open ports. Got 99 dot one zero nine dot two two three dot one zero nine. Put my custom ports in there. They're in. Check. And it is scanning them. Uh, they all timed out. Did I put the wrong IP address in? Let me see if I've got the wrong address. Connect here. Let's see what I got. Diagnostics. Nine nine one zero nine two three three. Let me see, did I put it in wrong? I put in, yep, two three three. Okay, check. All right. Nope. Same problem. [silence] 417 91 and 417 95 are closed. [silence] Yes. No, it does not work. [silence] Okay, hold on, you want me to connect what to my monitor? [silence] Oh, I can't do that. [silence] I mean, it's in a rack system. [silence] There's wires running.
27:00
Speaker 2
so close. And that device still not working. Correct? So, here's what we're gonna do. Um, we already opened the port in your Linux router, but it seems like it's still not working. How about we test your modem? How about we connect the record to your modem and see if this problem or not? Because if that's opening the modem as well, then there shouldn't be any problem connecting that and making it work into the modem. Your question?
28:00
Speaker 1
[silence] that's through walls. and it's a same line [inaudible] [silence] direct line runs to it. So here's the deal. [silence] and so you know, my Creston has been in this house forever. 20 years. It always works. [silence] I changed internet providers. When I changed internet providers, I forwarded the exact same ports. Now I have two of these and I know how to work on them. I did it at work and it's fine. I did it here. And the other day it kind of worked, but here's the problem. Those ports are not opening correctly. And now when I try to log into it via that address, it does not work. That's the problem. That's what the problem we're having. Those ports are not, those ports are not being opened. So I have the exact same routers at my work. I have the exact same Crester on at work. I have the exact same modem at work, the mode will work, and the modem here are configured exactly the same, and the Linksys product is the same. configure exactly the same. That's why I said, would you like to look at my Linksys at work to see how it's set up? No, I understand what you're saying, but there's nothing wrong with my internal things. It's either the Linksys, there's something wrong with the way it's set up or the mode. And they went in and looked at both modems and said they are set up exactly the same. I want you to check to see if my Linksys [silence]
29:00
Speaker 2
It doesn't make sense because it doesn't make sense because there's I mean, there's that's two different network and we need to check the home network not the business network. That's why I did not check that.
30:00
Speaker 1
Do I compare. Okay, so I talked to Paulo the other day, and he could do it and he was level two support. So can you transfer me to him. That's fine. Because he, we did like a Zoom call or not a Zoom call, whatever it is, uh, where he logged into my computer. And I mean, he was working everything. And he told me if I ever have any problems to ask for him. Thank you.
31:00
Speaker 2
we we can't do that. We cannot check your sorry we we can't do that here. We cannot check your router here. Hmm. Let me check. One second. Give me three minutes. I'm just gonna check what else I can do right here. Okay? Two minutes or three. Hmm. Hmm. Alright, uh, let me check. Thank you.
31:00
Speaker 1
Yes, sir. How are you doing? The model of my modem is a BG-320 500. BG WG BW 320 500. And I my link set is MX 2000. Cool. [silence]
35:00
Speaker 2
I'm doing good. So before I escalate your ticket to level two support, can I ask for the model of the modem? BGWest. Five hundred sixty three. Okay. Got it. And Leah Godd. All right. All right. Thank you so much.
35:00
Speaker 1
They're going to call me? Okay, thank you. 816- 5-6-4-6-1-2-0. Thank you, sir. [silence] No, that's it. Thank you. [silence] You too. Bye bye.
36:00
Speaker 2
I'm going to ask let your ticket now to level two. Just wait 30 minutes. So that level two troop can prepare, okay? Yeah, I will call you back. What's your best call back number for that? This is the one. Okay. I got it. Thank you. Anything you want to add? I show. Welcome. I have you a good one. Take care. Bye-bye.
36:00