V2 Rubric Detail — a3c4a5d8-7c95-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:29
Duration
26m 56s
Contact
518-776-4683
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp2.50/5
Overall40.4% (-3.6)

V2 Grader Summary

The agent was technically accurate regarding the router's inability to perform port filtering (T3), but failed the diagnostic process (T1) by ignoring KB steps for legacy device Wi-Fi connectivity (2.4GHz/Band Steering). The interaction ended without resolution or next steps.

V1 Case Analysis

Customer reported a clock device cannot detect MX4200 Wi-Fi network. Asked about UDP port filtering to restrict traffic. Agent confirmed router does not support port blocking, only forwarding. No troubleshooting performed for Wi-Fi detection issue. Call ended without resolution or next steps.

Troubleshooting Steps
  • Confirmed presence of MAC filtering under Wi-Fi settings
  • Directed customer to Apps & Gaming section
  • Confirmed that only port forwarding (opening) is supported, not port blocking
Key Observations
  • Agent correctly identified that the MX4200 does not support UDP port filtering/blocking, only port forwarding — this aligns with KB guidance in universal_advanced_features.md
  • Agent failed to pivot to troubleshooting the actual issue: Wi-Fi network detection by a legacy device
  • No attempt to verify basic connectivity settings such as 2.4 GHz band, WPA2 security, or SSID broadcast — all critical for older IoT devices per universal_legacy_device_wifi.md
  • Call ended without resolution, escalation, or self-help path despite clear ongoing issue
Positive Highlights
  • Correctly directed customer to Apps & Gaming section to review port settings (transcript [24:00])
  • Accurately explained that the router only supports opening ports (forwarding), not blocking (transcript [25:00]–[26:00])
  • Correctly identified that MAC filtering is not the solution for port-level traffic control (transcript [17:00]–[18:00])
Agent Errors / Gaps
  • Did not troubleshoot the actual reported symptom: device cannot detect Wi-Fi network (transcript [21:00]–[23:00])
  • Failed to verify or adjust 2.4 GHz band settings, despite clock devices typically requiring 2.4 GHz (per universal_legacy_device_wifi.md Step 2)
  • Did not check or recommend changing security mode to WPA2 Personal (AES) for legacy device compatibility (per universal_legacy_device_wifi.md Step 3)
  • Did not provide any next steps or self-help guidance after confirming port blocking is unsupported
  • Did not collect product serial number, check warranty status, or create/update a case

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve Wi-Fi detection issue or provide a working solution; ended call with no resolution.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided customer to router settings (Wi-Fi, Apps & Gaming), identified MAC filtering and port forwarding options, but failed to diagnose root cause of Wi-Fi detection.
R3 Partially Met Correct resolution path conf 90%
Agent correctly explained that the router cannot block ports (only open them), which aligns with KB; attempted to redirect to relevant settings despite confusion.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process for the primary symptom (Wi-Fi detection). Per universal_legacy_device_wifi.md, a device that 'sees the network but won't connect' or 'cannot see' the network requires checking 2.4GHz band enablement, band steering, and security protocols (WPA2). The agent ignored these steps entirely.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent directed customer to use router UI (Apps & Gaming, Security), leveraging available tools, but failed to use the specific diagnostic steps for legacy/IoT device connectivity found in the KB.
T3 Met No misinformation conf 96%
Agent accurately stated that the MX4200 only supports port forwarding, not inbound filtering/blocking — consistent with universal_advanced_features.md which only lists 'UPnP' and 'Port Forwarding' logic under Advanced features.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call control by guiding navigation, but showed confusion and had silences, weakening control.
C2 Partially Met Confirmed understanding conf 87%
Agent adapted to technical discussion, used correct terms (port forwarding), but failed to confirm understanding or simplify for clarity.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent stayed on the call and attempted to help, but did not fully own the issue or offer follow-up beyond current troubleshooting.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up commitment provided; call ended abruptly.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation made and issue did not clearly require escalation (configurable router behavior).
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent remained professional but did not acknowledge customer frustration or express empathy explicitly.
X2 Partially Met Tone & rapport conf 85%
Agent matched customer’s technical level in discussing ports, but pacing was uneven with long silences.
X3 Partially Met Overall experience conf 84%
Agent helped navigate UI and identified correct section (Apps & Gaming), reducing some effort, but customer repeated data.
Call Transcript21 turns · 22 lines
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. While waiting, you may also visit support.linksys.com [silence] for more information about your product. [silence]
00:00
Speaker 1
Yes, I'd like to talk to you about the MX 4200 mesh router. I believe it's Wi-Fi 6. Okay, uh, I'm having trouble with the clock. Um, what it is, is it's a, uh, a clock which would, uh, communicate with the router, you know, you know, it look like just another wireless device hanging off the router and it would, um, set itself using NTP. The only thing is it's not, it seems to be a little funny about recognizing the system. Okay, uh, like, uh, it's searching for wireless but not finding it, even though I put in the correct, uh, network name and the password. So, there are some suggestions that perhaps I should be doing port filtering to strip out certain protocols, certain UDP.
16:00
Speaker 2
Thanks for calling Linksys, this is Mark, how can I help
16:00
Speaker 1
Ports, you know, leave it only with the ports that it needs like, let's say port 123 coming and going for the NTP protocol and maybe a couple of other ports like 68 and 69 for DNS. Okay, but other than that, the router, you know, the clock doesn't need to do anything and what happens is it's maybe shielding it from any broadcast traffic, you know, stuff that is not related to NTP or to DNS, okay? So I guess is there a way to do port-by-port filtering on either the Mac address or the IP address for something on this MX 4200 router? Okay, I've got, I've got the main, I've got the main screen up right now. Where would I be looking? [silence]
17:00
Speaker 2
well there is a wireless Mac address
17:00
Speaker 1
yes. would that be under connectivity? Wi-Fi settings, okay. give me a moment. uh, router settings, let me, Wi-Fi settings, okay, got it. Mac filtering? uh, okay, I, so it's add a, Mac address, let me, cut and paste it, from a, table I have.
18:00
Speaker 2
Well, there's wireless MAC address filtering there. So you're logged into the interface? Uh, you should go to Wi-Fi settings. Yeah. But, uh, let me understand further, sir. You are unable to connect the device to the Wi-Fi, is it? I'm, uh, hold on, I'm actually confused.
18:00
Speaker 1
[KEEP_UNCERTAIN] Through the lay listed back addresses. Okay, I'm not looking to totally deny access, I'm just looking to deny access to all but one or two, um, UDP port numbers. So it's like this, um, this particular one won't help me. Um, um, okay, so that is like a good. Yes. Give me a minute. Give me a minute. Oh, wrong spreadsheet. Give me a minute. Yeah, I'll get another one. It's going to be,
20:00
Speaker 2
the series of device.
20:00
Speaker 1
38 U10M 52C 104 22, and it is running the current software Spectrum. Again, this thing has worked sometimes, but maybe it would be linking up on the wrong time zone, but right now I'm having a problem where it doesn't recognize the wireless network. It's, it's showing it's got an indicator blinking which shows it's searching for a network, but it's not finding it even though I put in the network name and the password correctly. So, what happens is some people... This is not your device, this is someone else's, but the thing is this other device can't find your network on the MX4200 router.
21:00
Speaker 2
sure. Who is your internet service provider? Uh-huh. Uh-huh. So. Uh-huh. Uh-huh.
21:00
Speaker 1
Uh, okay. And what happens is, it has worked sometimes in the past, and not all the time, so it seems to be flaky. But some people suggest that if I do port filtering, like allow UDP port 123 for NTP, and maybe allow ports 68 and 69 for for DNS. But other than that, it's not really a computer, and it is not that kind of device. It only uses IP, and the, uh, NTP protocol. But to block it from seeing anything else. So that would be what's called UDP port filtering. And again, port in this case is a numbered port in UDP, not a physical port like on on a device, you know?
22:00
Speaker 2
Okay. Well, okay. So the the problem sir is that that device don't detect the Wi-Fi.
22:00
Speaker 1
Yeah, my other device is not a linksys device. Sometimes it detects the Wi-Fi and sometimes it doesn't. And it's searching for it but it's not finding it. So the question is, in order to not bother with traffic it doesn't need and shouldn't be looking at anyway, could I configure either the ethernet the MAC address or the IP address and say don't let this see anything except unless it's on UDP port 123 which is the um the NTP port. Okay. Sometimes yes, sometimes no. Normally no. And I I just wanted to check with you to see if there's any options for UDP port filtering before I uh.
23:00
Speaker 2
or does not detect the Wi-Fi from the Linksys router? I think that's not the solution to that, Rick. Because the issue, as you explain, is that it cannot detect the Wi-Fi. So, how does... [silence]
23:00
Speaker 1
Contact the manufacturer or the device you know that wouldn't be you. Gimme a mim. I'm going to have to close the tab. I have this just doesn't help me. All right. Now we go to router settings, router settings, security. Okay, gotcha. Here's something called IPV6 port services. So I guess the question is, is there an IPV4 port services somewhere? I don't see it. I see it. I see firewall. I saw VPN pass through and I see IPV6 port services. What I don't see is.
24:00
Speaker 2
[silence] security. Go to apps and gaming.
24:00
Speaker 1
Select a, uh, provider. Oh. Dine.com, no IP.com, or disabled. Yes. And I've got D, ns a single port forwarding, port range forwarding, or port range triggering. That is the, wait a minute, no, well, it's not a question of opening them. I want to close them. Uh, I've seen D, D, and S in black print and then to the right of it, I'm seeing single port forwarding, port range forwarding, or port range triggering. Do I want any of those? Which one do I, want?
25:00
Speaker 2
Did you go to apps and gaming, sir? [silence] right. [silence] So, [silence] that's where you open ports. [silence] But there's no such [silence] filtering ports. [silence] But you can open ports there. [silence] Hmm. [silence] Yeah. [silence] It depends on what your need sure.
25:00
Speaker 1
Yeah, guys, I've got single port, I've got range, and I've got range triggering. Well, I've got a couple of, I've got a couple of um forwardings. It's not a question of forwarding, it's something I want to stop. I want to stop that stopping UDP port. All right. All right, well thanks very much. All right, take care.
26:00
Speaker 2
what's being used is the single-port forwarding and then Port range forwarding. and that's that. Um, we only have options for forwarding or opening ports but not stopping a port. You're welcome.
26:00