V2 Rubric Detail — 8ae2ef76-6e4d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:17
Duration
24m 52s
Contact
Laura Bos
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00110405
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_MR8300
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.5% (+20.5)

V2 Grader Summary

The agent provided accurate technical guidance and followed a logical troubleshooting path for MAC filtering on the MX6200, successfully guiding the customer to key settings. However, the call lacked strong closure and confirmation of resolution, leaving the customer with lingering issues around filter status and device visibility. While ownership and tool use were solid, communication and empathy were adequate but not strong, resulting in a partial resolution.

V1 Case Analysis

Customer (Laura Foster) requested MAC filtering setup on MX6202 to allow only specific devices. Agent guided to 192.168.1.1 → Wi-Fi → MAC Filtering, set to 'Allow Access', and added devices via 'Select from device list'. Customer reported it was working but noted device status discrepancies. No escalation needed.

Troubleshooting Steps
  • Directed customer to router’s local IP (192.168.1.1) and login.
  • Navigated to Wi-Fi → MAC Filtering section.
  • Explained Allow Access vs Deny Access modes.
  • Guided addition of device MAC addresses via the device list and saved the configuration.
Key Observations
  • Agent provided technically correct steps for enabling MAC filtering on a Velop MX6202, including correct URL (192.168.1.1) and proper use of 'Allow Access' mode.
  • Agent assumed and stated a default admin password (12345678) at [08:00] without confirming the customer's actual password, which is a security risk and protocol violation.
  • Extensive silences from [13:00] to [22:00] and minimal verbal engagement severely disrupted call flow and customer experience.
  • Agent failed to acknowledge customer frustration or confusion, particularly when the customer expressed difficulty and UI inconsistencies.
  • Customer reported partial success but noted device status discrepancies, indicating the fix was not fully validated.
Positive Highlights
  • Correctly identified MAC filtering as the appropriate feature to meet the customer's security requirement.
  • Accurately guided the customer to the correct web interface (192.168.1.1) and menu path (Wi-Fi → MAC Filtering).
  • Correctly explained the difference between 'Allow Access' and 'Deny Access' modes and recommended the optimal setting for the customer's use case.
  • Successfully guided the customer to use the 'Select from device list' option to add MAC addresses, reducing manual entry errors.
Agent Errors / Gaps
  • Provided an assumed router admin password (12345678) without verifying the customer's actual password, risking incorrect login and security misguidance.
  • Allowed long, unexplained silences (over 9 minutes total) that disrupted the call and failed to maintain customer engagement.
  • Did not acknowledge or address the customer's frustration and confusion when she reported device status inconsistencies (e.g., active iPad showing as offline).
  • Repeated vague affirmations ('Mm-hmm', 'I see', 'Hmm') without providing actionable feedback or next steps during critical troubleshooting moments.
  • Failed to confirm whether the unauthorized devices were actually blocked, leaving resolution unverified.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed they were able to access MAC filtering and add devices via 'select from device list,' but ended the call still reporting the filter stayed off and devices showed as offline despite being online. Agent did not confirm final status.
R2 Met Diagnostic thoroughness conf 85%
Agent guided customer to 192.168.1.1, identified MAC filtering under Wi-Fi settings, explained allow/deny access, and directed use of device list to avoid manual entry — all relevant, sequential steps for the issue.
R3 Met Correct resolution path conf 90%
Agent correctly pursued configuration troubleshooting for a software/feature issue on an in-warranty device (MX6200), which aligns with best-practice path; no escalation or dismissal was needed.
Technical Accuracy
T1 Met Technically accurate info conf 80%
Agent identified the core symptom (MAC filtering not enabling), asked if customer was in the web UI, confirmed location of feature, and guided toward correct toggle — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly directed customer to use the web interface at 192.168.1.1, which is the appropriate tool for advanced settings; app limitations were acknowledged.
T3 Met No misinformation conf 95%
All technical guidance — MAC filtering modes (allow/deny), use of device list, need to enable feature — is factually correct per KB and consistent with MX6200 capabilities.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and stayed on topic, but had long silences (e.g., 22:00), failed to set expectations, and did not summarize or confirm resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language and adapted to customer’s app vs. web confusion, but did not consistently confirm understanding or adjust when customer expressed confusion about offline devices.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and documented the interaction for future reference.
O2 Partially Met Proactive follow-through conf 75%
Agent did not provide a formal timeline, but did guide customer to save settings and monitor device status, offering a path forward even if not fully structured.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was within L1 scope and resolvable with proper execution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I’m sorry' and acknowledged the difficulty, but did not explicitly recognize customer’s frustration or repeated attempts; minimal but present empathy.
X2 Partially Met Tone & rapport conf 75%
Agent stayed engaged and responded to customer’s actions, but tone was passive (e.g., long 'I see' stretches) and did not proactively address confusion about offline devices.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by guiding use of 'select from device list' instead of manual MAC entry, but suggested app reinstallation — an unnecessary step that increased customer effort.
Call Transcript39 turns · 44 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. 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.
00:00
Speaker 1
Hello, my name is Laura Housefeld. Could you please help me understand and set up advanced settings in my Linksys? Because other network devices are joining and I'm pretty sure it's Salon Man. And I just need to have only our devices on at this point because I've changed the password enough. I changed everything on Saturday and there were three devices on this morning. So I'd like to set up that advanced network where you have to put in your devices that are only allowed to join, but I don't understand how to do that. I can't include devices by putting in, I don't understand how to, which devices I don't be blocked.
01:00
Speaker 2
Hi, thank you for calling Lynx's technical support, my name is Dylan. How can I help you today?
01:00
Speaker 1
Right. And hold on. Network settings [silence] in advanced settings where you have to add the I guess it's a what is a [silence] white light mac filters? I don't know where it is. I just had it. You have to add in the device IP addresses and save them so only only those devices are allowed on your network. That's what I want to do. And I started to do it. Okay, but then it was telling me did I want to cancel some WP thing and that's I don't understand those things.
02:00
Speaker 2
Mm-hmm. Okay. Um, just to make sure I got it right, Ma'am. Uh, you wanted to upgrade the advanced set-up on your router? Um, um-hmm. [Silence] Oh, okay.
02:00
Speaker 1
So that's what I need help with understanding and setting up with. Okay. [silence] Working.
03:00
Speaker 2
Okay. Let me just pull up your record here ma'am, just bear with me. Give me at least two minutes, okay?
03:00
Speaker 1
Yes, yes. Okay, it is Langston. It is a match.
04:00
Speaker 2
Hello? Yes. I was able to pull up a record here, under Miss Laura Foster. Okay. And based here, you have a link-set router with a with a model MX 6,200.
04:00
Speaker 1
I've got the serial number. I've got the MAC. I've got another serial number, another MAC. I've got a ticket and an FdG number. I have all those numbers right here. That's what I have in front of me. MX 6202br6a. Is that what you said? ***** Who you were talking to? I, I, I understand, you know, I gave you my name at the beginning but I'm not calling on the registered phone. So are you clear on who you're talking to? Okay. Alright, I've been using this phone for that long. Okay.
05:00
Speaker 2
I'm sorry. Okay, man. So, uh, let me just check and review your record here. Just bear with me. Okay. I'm sorry. Excuse me.
05:00
Speaker 1
Right. Yes. OK. So I go to advanced settings, don't I?
07:00
Speaker 2
Right. So, um, based on my understanding, ma'am, you wanted to update your, um, Wi-Fi settings, wherein your devices are the only ones who can connect to the Wi-Fi, right? Okay. So, if that's the case, um, uh, are you now on the Linksys web user interface? Okay. So, on your Wi-Fi, I mean, on your dashboard, ma'am, you go to your Wi-Fi settings. It should be on the Wi-Fi set.
07:00
Speaker 1
Wi-Fi. Okay. Well, under router settings, it just has the name of the Wi-Fi and our password. That's what our advanced Wi-Fi filter. Okay. Security type, Wi-Fi mode, channel filter, dynamic frequency. It doesn't say that. It says that max filtering under security type, multiple selection. What is that? I don't know. Okay. I found this max filtering. I did not see that under the Wi-Fi settings. I did see that under Wi-Fi, Mac filter.
08:00
Speaker 2
So, open your router's IP or typed 192.168.1.1. I'll go down from there until I said Digital Home eTech, then I'll enter the password of 1 2 3 4 5 6 7 8. [silence] It's becoming like that I can easily locate or quick links and the new user interface. [silence] Where are the settings of Wi-Fi under? [silence] Under router settings, yeah. [silence] There's a different tab there that says MAC filtering. Now, let's under, [silence] yeah. [silence] Let's go back to the dashboard. [silence] So, from the dashboard, you go to Wi-Fi settings, [silence]
08:00
Speaker 1
Well, hold on. Um, OK, because I don't think it is. OK, but let me get back to Wi-Fi. I'm using the Linksys app. And on the Linksys app, it... Right. I do have Advanced Wi-Fi settings under there. And when I go to Advanced Wi-Fi settings and click on it, I have security type. It says multiple selection. Wi-Fi mode, mixed. Channel finder and dynamic frequency selection. Under that's different than if I go... [silence]
09:00
Speaker 2
I I saw it there because it should be on the under Wi-Fi settings are you using the Linksys web viewer interface all the Linksys app okay you're using a Linksys app I see so I'm looking well no well I see yeah I'm actually looking at the ah network under the Wi-
09:00
Speaker 1
can it just says off though let me go to edit okay all right so I turned it on and well okay hold on because this has given me a hard time okay
10:00
Speaker 2
I mean, I'm actually giving you the instruction on the web user interface. I mean, on the point of view, like, you know, yeah. But based on the link it's up. You can check it through advanced settings, and then there's, under Wi-Fi settings, there's Wi-Fi MAC filters. [silence] And then, uh, you change, you change the allow access. You change it to allow access, so only MAC address in the in the list are allowed to join the network.
10:00
Speaker 1
all right, so on allow access. all right, it says, now it says it's telling me Why Fi Mac filters. it says it's still off. Wi-Fi Mac filtering is not enabled. how do I turn that on? it's not turning on. I I can enter the Mac addresses. it says add a rule. it's still says off. Wi-Fi Mac filter still says off. I can add a filter. yes. and when I click on the arrow I go into Wi-Fi Mac filters. it still says off. Wi-Fi Mac filtering is not enabled. underneath that it says allow access. all right, I'm going to firmware. open your settings page, the back to Wi-Fi Mac access. it's still says off. Wi-Fi Mac filtering is not enabled. enable Autate. access that Mac filter and access OKBioTECHX. all right, we can try to Wi-Fi Mac filters
11:00
Speaker 2
Mm-hmm. So, just a moment. So, when you edit it, there's an edit option, right? Does it have...is there...is there an option for you to, like...is there an arrow? Can you see an arrow there going...?
11:00
Speaker 1
Only Mac addresses and the list are allowed to join the network. [silence] Okay. It's giving me a hard time. [silence] Okay, what does this do? [silence] Now it's just deny access. [silence] Okay. I'm going I'm Well, I already removed them, so they will be back but they're not here now. Um, [silence]
12:00
Speaker 2
yes, ma'am. Mm-Hmm. You choose, you choose that one. Allow access. Well, if you know the, if you know the, the, the Mac address of the device that is trying to connect to your Wi-Fi, you can actually just choose to deny access so that you don't have to add like multiple Mac addresses for your multiple devices that you own. It's um, it's quite unusual that they were able to connect to the Wi-Fi if they don't know [silence] mmm. Em. UH HUH. [silence] Hmm. Em. UH HUH. uh huh k. [silence] I see. [silence] I see. I see.hmm. [silence] okay. [silence] mhm. [silence] I see.
12:00
Speaker 1
More money. Anyway, so this is, all I can do is where I can start now. So let me go back, I was in advanced settings, Wi-Fi filters. If I were to deny them, where would I deny them? Okay. Okay, I'm going to have to sign out and start over again, because it's giving me a very hard time. And, um, just remove the app. Okay, and then I'll sign in again. Okay, I'm going to re-download the app. Okay.
16:00
Speaker 2
just have to go to deny access when you click the arrow pointing to right you have two options there I mean three options off allow access and deny access right [silence]
16:00
Speaker 1
So I would deny them in the same place where the MAC filtering is? okay, so I could just type them in and then put deny. Okay. All right. So let me put in the router password and I just changed it. So. [silence]
17:00
Speaker 2
Yes, ma'am. So once you collected the, the options are allow access or deny access, you will be back to the, I mean, you'll you have an option wherein you can select from your device list on which device you wanted to deny access. I know. Mm-hmm. Yes. Mm-hmm. And then you click. Yeah. Mm-hmm.
17:00
Speaker 1
I guess this is where I got confused last time. So here are all of my Macs. it said add a rule. Okay. Yes. Oh. Oh, that would be great. Yes. Okay. I select from device list, it's pulling up the device list. And so, on the circles on the right, I can just check them all, right? Okay. So I'm checking them all. There are a couple missing, which is odd. And I don't see the actual, um, what's missing is my Winx control app. Okay, so I'm clicking on these, I'm adding done. Okay, and I've written them down and uh,
19:00
Speaker 2
Is there an option underneath the, the, the add a rule is there an option like select from device list so you don't have to manually type in the huh yes yes exactly.
19:00
Speaker 1
Mac filters. Save it now? Okay. There are still a couple I have to add because they're not here like the printer. And then um I can just set them up and I can add them, correct? I'll have to add them again. And if I see any that shouldn't be on because I've also written down these um addresses then I can somewhere go on here and deny them. I'll probably have to call that to do that but let me just ask if I were to deny WHERE is the just deny? Um yeah um got this eStream saved. Mhm.
20:00
Speaker 2
you just have to click on save before. Yes. Yes. Yes ma'am. Yes. [silence] well, that's where you find the allow access, but you don't have to deny it anymore, because any device set, any devices that you have enabled or allow to access, those
20:00
Speaker 1
okay. Okay, but I can go ahead and try to add my printer and then go in and add it, because it's not on here at the moment, correct? Okay, all right. Okay, all right. Um, just let me just look at these very quickly. 1, 2, 3, 4, 5, 6, 7, 8. Okay, it looks like um this is good and I just did change the name to sign on. So, I can just, I'm going out now.
21:00
Speaker 2
Are the only devices that can connect to the Wi-Fi? So anyone who's going to try to connect to your Wi-Fi won't be able to access it anymore. Since you have updated your Mac filtering. Yes, ma'am. Yes, ma'am. If that's Yeah. If it wasn't If it wasn't on the on device list. You can just manually enter the Mac address. All right. Hmm.
21:00
Speaker 1
And I can, now it just says, there are five devices and three are offline? Why are three offline? It says two iPads are offline. I'm using one of these iPads. What is, this iPad, 62B8. Hold on, 62. It says, the iPad I'm using is offline. Which, okay, that's, that's what, I mean, that's what it's telling me. It says, but this iPad is currently online. But it's telling me it's offline. I'm going to check the IP address. Okay. All right. All right, this is the right IP address, so I will sign out and I'll go back on later and look at it. It's just very strange that it's telling me the iPad I'm using is not connected.
22:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] Aaron [silence]
22:00
Speaker 1
[KEEP_UNCERTAIN] okay. alright. okay. well it's working. that's the whole thing. that's what's so weird. it is working. okay alright one just went back on. I don't know which one because only two are offline. still says the iPad is offline. let me go back and refresh again okay. maybe this will keep working. did it quickly and then nope two are still offline. okay. well I will continue to go back and check and then if I have to call to make sure I delete something permanently, um I'll call about that but. anyway, so, you now are informed of a way they are getting connected when it's connected.
23:00
Speaker 2
[silence] Hmm. It might have just um like having some delays or but you can try to refresh it. Yeah. [silence] Hmm. Hmm.
23:00
Speaker 1
Wrap around your Linksys system by using this Amazon device. And it is, it's also. Okay. Yes, yes, thank you for helping me. I appreciate it. Okay, and your name was Dylan Dylan? Okay, thank you, Dylan. You have a great rest of your day. You too. Bye bye.
24:00
Speaker 2
Um, yes, ma'am. I have notated of that here, um, you know, for future reference. This is actually not really good in terms of, you know, Wi-Fi or routers, but anyway, thank you so much for bringing that matter to our attention, ma'am. And I think uh, we're all good for now. You're very much welcome. And still at. Mm-hm. You too. Thank you for calling, Linsis. Have a great day, Miss Laura. Bye for now.
24:00