V2 Rubric Detail — 99af351a-6c35-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 23:21
Duration
25m 39s
Contact
Mark Mahnke
Issue Type
Access Point Mode
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00134155
Support Country
United States
Product Family
ROUTERS
CSAT
Sentiment Trajectory
Ticket subject: Technical Inquiry

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.9/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall73.2% (-4.8)

V2 Grader Summary

The agent correctly explained bridge mode behavior and enabled the customer to regain access via the Linksys+MAC+.local URL, confirming partial resolution. While the static IP request could not be fulfilled due to product limitations, the agent offered a valid workaround and communicated effectively with a technical customer, resulting in a partial but meaningful outcome.

V1 Case Analysis

Customer (Mark) enabled Bridge Mode on MR20MS but lost access. Agent explained access via LinksysXXXX.local URL, confirmed no static IP option in Bridge Mode, and suggested reserving IP on upstream firewall. Customer regained access and accepted workaround. MR20MS is EOL; agent recommended MX/MBE series.

Troubleshooting Steps
  • Explained Bridge Mode behavior and correct access URL (LinksysXXXX.local).
  • Confirmed static IP configuration is not available in Bridge Mode.
  • Suggested reserving the AP’s IP on the upstream firewall/router via MAC-based DHCP reservation.
Key Observations
  • Agent provided accurate technical guidance on Bridge Mode and URL access (supported by linksys_now_advanced_settings.md).
  • Call included a 3–4 minute hold without explanation, reducing efficiency.
  • Agent did not proactively collect model/serial until customer volunteered it at [05:00].
  • No warranty status verification or case creation occurred.
  • Agent correctly identified MR20MS as EOL and recommended appropriate newer models (MX6500, MBE7000).
  • Customer confirmed successful access after reboot, validating the resolution.
Positive Highlights
  • Correctly explained that Bridge Mode disables router UI and access requires LinksysXXXX.local URL (per linksys_now_advanced_settings.md Bridge Mode section).
  • Accurately stated that static IP configuration is not supported in Bridge Mode on current firmware.
  • Provided a valid workaround: reserving the AP’s IP address on the upstream firewall/router via MAC binding.
  • Correctly identified MR20MS as EOL and recommended appropriate newer models (MX6500, MBE7000).
  • Confirmed customer success when they regained access after reboot.
Agent Errors / Gaps
  • Did not proactively collect model/serial number; waited until customer volunteered it.
  • Did not verify warranty status or create a HappyFox case number.
  • Held customer for 3–4 minutes without explaining the purpose or progress.
  • Failed to summarize the resolution or provide clear next steps at the end of the call.
  • Repeated vague affirmations (e.g., 'Yeah', 'Hmm', 'Yes') without adding value, especially at [21:00–22:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed they were able to access the router in bridge mode via the LinksysXXXXX.local URL and verified it was functioning, but the core need for a static IP in bridge mode was unmet and no workaround was fully validated.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent confirmed the correct post-bridge access method (Linksys + last four MAC + .local), advised checking connectivity from another device, and suggested reserving the IP on the upstream router — but did not proactively guide step-by-step verification or use diagnostic tools.
R3 Met Correct resolution path conf 90%
Agent correctly assessed the product limitation (no static IP in bridge mode), explained it clearly, and offered a technically valid alternative (reserving IP on upstream router), aligning with best-effort support for an out-of-warranty, technically advanced customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (loss of access after bridge mode) and root cause (router functions disabled), and correctly explained the URL change, but did not systematically explore network topology or confirm DHCP behavior on the upstream firewall.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use remote tools or logs, but correctly relied on KB-backed knowledge about bridge mode behavior and URL format; tool use was not strictly necessary given the agent’s accurate verbal guidance.
T3 Met No misinformation conf 95%
All technical information provided — bridge mode disables router functions, access via Linksys+MAC+.local, no static IP option — is factually correct per linksys_now_advanced_settings.md.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control by placing the customer on hold to verify information, returned promptly, and kept the interaction focused on resolving the access issue despite the customer’s tangents.
C2 Met Confirmed understanding conf 90%
Agent adapted to a highly technical customer by using precise terms (MAC address, bridge mode, DHCP), confirmed understanding, and avoided oversimplification, matching the customer’s expertise level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and remained engaged through troubleshooting and follow-up discussion.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested reserving the IP on the upstream router as a next step, but did not confirm if the customer could implement it or set a timeline for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or required; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was within L1 scope and resolved to the extent possible given product limitations.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged the customer’s technical knowledge and thanked them for patience, but did not explicitly recognize frustration or repeated effort beyond minimal politeness.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s technical tone, used appropriate terminology, and maintained engagement through a complex discussion, adjusting explanations based on customer feedback.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by providing the correct URL format and workaround, but the customer still had to manually test access and could not set the desired static IP, requiring additional steps.
Call Transcript46 turns · 46 lines
Speaker 1
yes I was trying to, uh, figure out a specific configuration on my Linksys router. and, um
00:00
Speaker 2
Welcome to links.com. Y. 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. And have your device's serial number ready. For assistance, press 1 now. For out of warranty products, paid support [ is available. 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. ] Thank you for calling Linksys. [ This is Abby. How can I help you? ] What configuration?
00:00
Speaker 1
I've done, you know, Cisco enterprise routers down to your home stuff, like for example, like this Linksys router.
01:00
Speaker 2
to put the IP address.
01:00
Speaker 1
the minute, I, I, select bridge mode, there's no fields, and if I hit apply, it just, it, the, the, the device becomes unresponsive. I have to literally reset it. [silence]
02:00
Speaker 2
yes yes cuz there will be a different um link for that in order for you to access it once it's set to bridge cuz it will disable the router capability of that device or so um yes it's just a wireless access point mm-hmm yes
02:00
Speaker 1
I even static the address, I even static an IP address in the 192.168, you know, the non-routable addressing range just so I could talk back to the router, but it won't let me even do that. So, I saw the little link down there that's not IP specific, it's just device name specific. [silence] But what I'm telling you is the minute I put it in a bridge mode, it can't even, it doesn't even see the interface anymore. So, I'm telling it to no longer have an. [silence] The last, the last four digits of the Mac. Yeah.
03:00
Speaker 2
Yes. It's actually the Linksys name and then the last four digits of the MAC address of the device. And then .local. That is how they they set it up. You can you can still see the interface but you need to access that different address which is again HTTP colon slash slash Linksys the name Linksys and then the last the Mac address the the last four digits of the MAC address is
03:00
Speaker 1
I saw that, but, but, but, let me explain something to you. I get it, but what I'm telling you is the link goes down. So I, I don't, there is no MAC address it's trying to talk to anymore meaning the port even on my laptop, it won't even talk to it anymore. The gateway's gone. Like it'll disappear. Like it it won't even let me talk to it. So if it can't resolve the name, how can I So I guess better question. Once I can actually I can maybe um try it again right? Once once once I click on the link. I'm, I're you're really knowledgeable. So you know exactly what I'm talking about. That that link that was displayed to me for a brief second before I hit apply. I saw it. But once I click on the and once I get it to go to that URL, um, will there be an area where I can static it? Yeah.
04:00
Speaker 2
Yes, and then got local. [silence] Yes. There is no option, sir, for the uh, for the router to, uh, for you to set static IP.
04:00
Speaker 1
Oh, yeah, yeah. No worries. Yeah, yeah. No, no worries. Hey, I appreciate the help. I really do. I mean, it sounds like you 100% know what I'm talking about here. So, okay. So, um, I'm looking at the back of the device here. Serial number. Um, let me get out. Let me see here. I have to turn it. All the cables are still attached to it. So, the serial number is 50um10m15d, 00984. Model number. Oh, model is MR20MS. My name is my name is Mark.
05:00
Speaker 2
(bot afq_the_ga_yes_o_) model yo your device then I need both the mo model and also the serial number please. All right, I'm sorry. I wasn't able to get your name. Can you have your name please?
05:00
Speaker 1
[silence]
06:00
Speaker 2
Okay. [silence] Right, let me just [silence] But have you tried to access the when you set it to bridge after setting it up to bridge, you know that address that was given
06:00
Speaker 1
yeah, I tried it. So, so here's the thing, correct. I wasn't able to talk back to the device. So it tries to go to that URL automatically, but the minute it goes into bridge mode, it no longer can talk to it because it doesn't have an address anymore. the 192 side, right? Not not the not the internet side, right? Not the not the WAN fan. Oh, right, right, right. Right, because we're we're turning off that. Correct. Right, right. I got you. I got you. Yeah. Yeah. Yeah.
07:00
Speaker 2
Well,
07:00
Speaker 1
I got an idea. maybe maybe I have to do from another device to after I do the reboot, it'll see it because for some reason my laptop is like, nope, doesn't exist anymore because the interface goes down after the applying the settings or whatever. And it just like it can't name resolve, it can't resolve it. I don't know why, but I would think that it was just I mean, I'm plugging d.
08:00
Speaker 2
if if if you go to that address, you're unable to access it? Did you copy the link? Did you copy the link? Yeah. K. Who is your internet provider, by the way?
08:00
Speaker 1
Sitting behind a real firewall, so it's going to be on another non-routable. That's why it needs to be an access point. But this device doesn't sit on Sonic's network. It sits behind another real firewall, like a Cisco firewall. But so that's the reason why I need a static address because it needs a static address because it's going on a bigger network where it needs to have that same address on the WAN port all the time, which I've used Neteears and older Linksys and all these other brands. I've never seen it where after setting it to bridge mode it just almost like disappears. I've never seen this routing to a URL or something like that. It's always let me configure it.
09:00
Speaker 2
uh huh OK hmm I see hmm yeah
09:00
Speaker 1
No, no, no, I mean, I've used gaming routers, Netgear gaming routers like their Nighthawk brand. I've used many different brands, I've never seen it where it's just Okay, so I'm under internet settings and if I go to edit, it says connection type and the drop-down list, obviously it's set to DCP because it thinks I'm connect, I'm going to be on, by default, right? So, I'm not going to use static IP because that's listed. If I put it in a bridge mode Okay, if I select bridge mode, it shows me the link. It won't let me copy it, it doesn't let me highlight it. It doesn't let me highlight it at all. So, it's a non-secure link. So it's I'll put it in another tab. HTTP, just to get it right, you know. While I have the, before I hit apply, right, because I can't see it anymore. [silence]
10:00
Speaker 2
This is for home use only. So there are really no advanced configurations. Yes, by default. Yeah. So just, yes, just go to, you can just copy that link. Just make sure that you have the address correctly.
10:00
Speaker 1
So http://Linksys... what was it? 00 and then the last four of the... oh 03 oh it's nine nine eight four dot local ah that's weird I can't even see the dot in the I can't even see the dot okay I have that in another tab okay so I select bridge mode gonna drop down it says note to log in to that address I just typed in another uh tab now if I hit apply right so I hit apply it gives me a warning okay I'm gonna click on enable bridge mode correct there we go enable bridge mode it says applying changes
11:00
Speaker 2
00 and the last three, three digits, and then dot local. Yes. Yes.
11:00
Speaker 1
Yeah, I could check the interface after this reboots. I'll do that next. I just I don't want to lose connectivity, right, still applying it. I don't know what it's applying, but it has a status bar, you know, like applying. I didn't even think of that. I should have done that. Check that first. Yeah. Oh yeah. Yeah, yeah. Okay. Okay, no worries.
13:00
Speaker 2
Well waiting for that Sir. Can I put you on hold for just about 3, 4 minutes. I also need to verify it on my end. The interface that you are getting when it sets a bridge, okay? Because I don't have this simulator, so let me just check if I can get one. So I'm gonna put you on hold for 3, 2, 4 minutes, okay? Just hold on please. Thank you.
13:00
Speaker 1
I think it's because this is static. man, if this is it, I'll be pissed. hold on. [silence] host. Ha. Argument. Why are you calling? Ghost me, then argue with me. Ugh. What's up? It's like, we're friends.
15:00
Speaker 2
okay. [silence] uh hello sir. Yes, hi there. Thank you so much for uh patiently waiting for Mark.
16:00
Speaker 1
okay. Yeah, I can do that. I can, I can set up an exclusion and then just put it at static, right? Is that what you're saying? Just I was able to get in, by the way, thank you. It actually worked. So it so on the WAN port, it actually grabbed an address dynamically on my network, which is a 10 network, not a 192. And then the minute I kept refreshing it, it finally came up and I I
17:00
Speaker 2
So, what you probably do is, you can reserve the IP address over, on, on the main router where you wanted to connect the access point or something.
17:00
Speaker 1
I was able to log in and yeah, you're right. it just, it's set at bridge mode. but there's no way to static it. at least I know it's in bridge mode. Um okay. so I removed it. Okay, so I guess the next question I have is, I don't got a problem with that. so and I can reset this. Uh, I was going to, if I couldn't get to the based on the um, the URL with the the serial number in it. I was just going to log into the firewall to see what address it actually, you know, my my my actual firewall. To see what address it handed it out because I should be able to get to that at least, right? But it worked. I mean, regardless it worked but. so let me ask you this then. All right, so I'll reset the router to factory default again and then I'll I'll set it to static. Or do I have to do that or can I just change it back to static? Oh, I can change it from bridge mode back. I can.
18:00
Speaker 2
That's good. Yeah. Yes, it doesn't have that. Yeah. It doesn't have that option. Yeah. Before, they had that with the with the old links routers, but right now they've already get rid of that feature. Yeah. Yeah. Yes. [silence] Yeah. [silence] Yeah. Yes. [silence] Yeah. [silence] Yes. [silence] Yeah. [silence] Yeah. [silence] Yes.
18:00
Speaker 1
Okay. Um, so if I static it, well, if I leave it in bridge mode, the problem is if I leave it in bridge mode, since bridge mode is deep CP, I won't know what address it keeps handing it out to it. You follow me? So if the AP gets rebooted or the firewall gets rebooted, the next time it comes up, it's a random address, and I can't have that because if DHCP is just going to randomly hand it out. I I mean, unless I can do it by Mac address. I can, but the problem is that um it's DHCP on this on this segment, right? So when all the devices
19:00
Speaker 2
you can, you can set it to bridge mode. And uh, again, um, you can, you can reserve the IP address on to your main router. Yes. But, but I, I think you can check that on your, your main firewall, I mean, on your main router and uh, um, can you reserve the IP address from there, the, the, the client list? I believe you can do that. Yeah.
19:00
Speaker 1
Reboot, they randomly grab all these APP. I mean, I can reserve it. But I mean, unless I take an entire port on just my firewall for just the AP, I could do that. But that's kind of extreme since I mean, the firewall I have is really, really expensive, you know, thousands and thousands of dollars. I mean, I don't want to reserve one port for just this AP. You follow me? Um, I mean, I can, I can reserve a whole port for just that and then I can, then I can just make it that address. But um, I guess, I guess the only other question I have is if I static it, I can still turn off, um, if I static it, um, it won't be the same as bridge because it's still going to have um, correct the router capability. I mean, I could turn off DCP, but I'm not really worried about that. Okay, if I put it to static and then I
20:00
Speaker 2
Yeah. Yes. Yeah, yes, yes. Which one? Yeah. It's still going to have its router capability. well...
20:00
Speaker 1
Turn, uh, turn DCP off I saw that I could check it off on the, on the LAN side, I can turn off DCP. And on the WAN side, I can make it a static, but but it'll still function as a firewall, where it does, I guess it's still gonna block stuff too, because it's technically acting as, it's actually still doing that even though it's not handling out GCP, right? Uh, yeah, that's gonna be a problem, though. Uh, you got like 30, 20, 30 devices on it. Uh. Um, I like your idea better, though. I mean, I might be able to just put it on its own port and then just reserve it. I have to look at my firewall. I don't remember if I can do it by MAC address or not, obviously, cuz the MAC, the MAC address is static on this WAN port, so it doesn't, you know, I can just do that. If it's, you know, if it sees that MAC address, it's reserved for just that IP address.
21:00
Speaker 2
Yes. Yeah, yes, it's, it still has, its own firewall. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Yeah. Mhm.
21:00
Speaker 1
Based on the Mac. Yeah, I'm pretty, I'm pretty sure it has it. Well, this is, the DCP is coming off an actual firewall, a real firewall appliance. I know you could do it on a Windows DHCP scope, but I don't have, I'm not using Windows for DCP anymore, I'm using a physical appliance, you know, a firewall. But I'm sure that this great firewall will have that capability. I'll have to hit them up and ask them. But nevertheless, just temporarily, just to get this working, or I mean, I don't want to have to buy another product. This was just like a lab type environment on this network. Yeah. I mean, it's kind of a dom-er. It's kind of a dom-er because I, I mean, I've, I've had quite a few. I mean, the problem with the other routers, I'll just be blunt, is that usually they don't, it's not that they don't last.
22:00
Speaker 2
Yes, if it has that option. Yeah, you can always yeah, you can always try do some tests and uh if from whichever works.
22:00
Speaker 1
Is it you know, they're on that like three to four year firmware cycle where they're like, okay, after four years, we don't apply patches anymore, right? So, I just want to make sure you know, not that I'm relying on that heavily for firewall protection, but but at least I know for glitches and bugs that this one's still this model is still supported, correct? At least for now for at least firmware updates, right? Oh, okay. Oh, it's actually EOL. It's oh, it's EOL already. Oh, man. I must have bought the wrong model then. Did I buy the wrong model? Yeah, I'll I'll talk with the vendor and maybe I can return this one. I mean, you know, for hundred something hundred bucks or a hundred something dollars or whatever the new one. So what's the next model or replacement model for this one? [silence]
23:00
Speaker 2
do you well. Yeah. I think you, you better, uh, get a new, a newer model because, uh, yeah, since it's, you know, well.
23:00
Speaker 1
Okay. MX? Okay. Is this a Wi-Fi 7 too or is it just still sixes or six ease? Yeah, 6e, right? Oh yeah, I was looking at those ones. Yeah, I was looking at that too. I just didn't think I needed that one, you know, I mean uh because most of the devices are - I'll be honest with you, the adoption for Wi-Fi 7 is not the greatest across the board. I mean, everything is Wi-Fi 6 or 6e, right? So I haven't seen a whole lot of devices that we've been getting. For for now, yeah, yeah. Uh, all right, well, I appreciate the help. Um, I I can't I can't blame you guys for the functionality part of it. I mean, maybe some other brands do it or. I
24:00
Speaker 2
well you can try our MX series routers that's M for Mary X for X-ray so those are newer models yep MX you you can try the MX 6500 Linksys it's it's the Wi-Fi uh 6 6E our Wi-Fi 7 is the uh the M.B.E. 7,000. Mhm. yeah yes for now no worries sure
24:00
Speaker 1
it is the one setting, right that I needed, and it doesn't do it. But that's okay. um, there's always a workaround and luckily, I'm I'm technical enough to just I know how to do it if I need to do it. It's just the longer route to do it. But it yeah, yeah, yeah. So So, I appreciate the extra tech support though. at least you're giving me confidence and, uh, um, all right. Hey, thank you very much. I appreciate it. You too. bye bye. Bye bye. Bye bye.
25:00
Speaker 2
Yes, I know. Okay. Yes, that's good for you. Okay. No worries. You're welcome. Thank you for your time and thank you for calling. This is. You do have a great night. You take care. Bye- bye.
25:00