V2 Rubric Detail — a7138754-6e6c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 19:00
Duration
40m 0s
Contact
David Clark
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met — agent provided materially incorrect technical information by stating the MBE7000 runs OpenWRT, which is false per official KB documentation.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent successfully restored internet connectivity and correctly advised that the MBE7000 cannot merge with existing LN mesh systems. However, a critical technical inaccuracy — claiming the MBE7000 runs OpenWRT — triggers an auto-zero under the rubric. Despite effective troubleshooting and strong customer handling, the false statement about firmware constitutes a material error that undermines technical accuracy.

V1 Case Analysis

Customer installed MBE7000 router with new 2.5 Gbps modem. LN1600 and LN1100 nodes restored in bridge mode. Advised that networks cannot be merged. Internet connectivity confirmed. Multiple technical inaccuracies provided during call.

Troubleshooting Steps
  • Verified serial number and collected purchase info.
  • Instructed to connect MBE7000 directly to the new modem.
  • Guided customer to access router UI at 192.168.1.1.
  • Checked LED status on MBE7000 and LN1600/LN1100 nodes.
  • Confirmed internet connectivity after nodes returned to solid white.
Key Observations
  • Agent correctly guided the customer through physical setup and LED status verification.
  • Multiple serious technical inaccuracies were provided (default credentials, firmware type, model name), which contradict KB documentation.
  • Agent created a case ticket, collected contact information, and offered a follow-up article.
  • Call was lengthy with repeated clarification, but customer confirmed internet was restored.
Positive Highlights
  • Collected serial number, purchase date, email, phone number, and created a case ticket.
  • Correctly explained that the MBE7000 is a standalone router and cannot merge with LN series mesh networks.
  • Guided the customer step-by-step to connect the router, access 192.168.1.1, and verify LED indicators.
  • Confirmed internet connectivity and ensured both LN nodes came back online.
  • Offered a follow-up article to help the customer learn more about the router.
Agent Errors / Gaps
  • Incorrectly stated at [22:00] that the default username is 'root' and the router password is the same as the Wi-Fi password — contradicts KB: no default username, and password is unique per device.
  • Mischaracterized the MBE7000 firmware as OpenWRT at [03:00] — KB states it runs LinksysNOW firmware, not OpenWRT.
  • Repeatedly referred to the model as 'MBE70' instead of 'MBE7000' at [07:00], [22:00], [28:00], [38:00] — incorrect model identification.
  • Did not verify or discuss warranty status despite collecting purchase information — missing protocol step.
  • Failed to correct the customer's confusion about merging networks, instead reinforcing the idea that 'two networks' is a software limitation rather than a topology choice.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed all nodes were solid white and internet was restored; agent explained the limitation of not being able to merge networks, which aligns with documented compatibility.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through correct sequence: connect MBE70 to modem, verify solid white LED, access 192.168.1.1, reconnect mesh nodes, and confirm connectivity.
R3 Met Correct resolution path conf 90%
Agent correctly identified MBE7000 as standalone, advised using it as bridge-mode hub for existing LN mesh systems, and did not misdirect customer toward impossible mesh merge.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified core issue (incompatibility due to different software generations), asked about ISP and setup intent, and logically ruled out mesh integration.
T2 Met Appropriate tools / resources used conf 85%
Used local web interface (192.168.1.1) to confirm router status and created a case ticket — appropriate tools for diagnosis and documentation.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated MBE7000 runs 'OpenWRT' software; official documentation confirms it runs Linksys firmware (LinksysNOW), not OpenWRT.
Communication
C1 Met Clear & professional language conf 90%
Maintained control throughout, set expectations, created a case, and kept focus on resolution steps without unnecessary diversions.
C2 Met Confirmed understanding conf 90%
Used clear, non-technical language, repeated instructions when requested, and adapted to customer’s pace during setup.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership from greeting to close, created a case, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Completed all necessary steps on call; only follow-up was sending an article, which was communicated clearly.
O3 Met Closure confirmation conf 90%
Pulled up customer account using email, referenced prior support history, and avoided re-asking documented information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer’s expressed disappointment about not merging networks; missed empathy opportunity.
X2 Met Tone & rapport conf 90%
Matched customer’s deliberate pace, remained patient during physical tasks, and maintained engagement throughout.
X3 Met Overall experience conf 90%
Avoided repetition by using existing account data, minimized customer effort by guiding real-time actions, and reduced friction with clear instructions.
Call Transcript66 turns · 72 lines
Speaker 1
[silence] yes I'd like to uh get support uh for a a new equipment set up I I have a uh Lynx system product and uh uh just like to [silence] Yes
00:00
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Thank you for calling Linksys. This is L. How can I help?
00:00
Speaker 1
[silence] yes. It's uh let's see. 63U10M25501811. Correct.
01:00
Speaker 2
I see, okay, sir. Can I have the serial number of the new lenses that you have. Thank you, sir. Let me repeat that one, so just to make sure that is 63U4 uniform 10M 25E echo 01811. Okay, thank you so much. Let me just double check it here. This one, sir, is the.
01:00
Speaker 1
Yes. Yes. I just purchased one router, but, but I'm trying to link it. I have a mesh system. I have Lynx, I have an LN 1600 micro seven system already set up. And then I also have a LN 1100 micro six. system as well. That's part of my mesh for my whole home. So, I I just upgraded the router to connect to those two systems. [silence]
02:00
Speaker 2
Okay. How many do you have, sir? Just one? [silence] Okay. But, um, just to give you a heads up, sir. Uh, the MBE 7000, sir, is not a mesh system. So, um, this one is a standalone.
02:00
Speaker 1
Jeesh, not, so it's currently not compatible. Oh, my God. Really? So, basically, it, it runs by itself, and it doesn't, it
03:00
Speaker 2
All right, sir. So it's definitely not compatible because this one is a standalone router, unlike the Linksys that you're pointing at. So it's exactly not compatible, sir. It has a different software called OpenWRT. So what happens in terms of the mesh system you're pointing at, you can't exp.
03:00
Speaker 1
can't it doesn't it can't run nodes. oh, really? Um, so, so I I can't I I so I can't even hardwire, uh, cuz my my current, um, Linksys L 1100 and L 1600 are set up like a bridge mode from a a different router, so I'm assuming I can do the same thing, right? So it's so it so it is compatible, so I can't. it's just
04:00
Speaker 2
correct, yes sir, because this one has a different software. Correct sir yes you can actually do that one if those are LN that you have or set as a bridge mode so you can wired one router and then connect it on this one. Correct. Yes. Uh, yeah, that's, that, yeah, that's what I have mentioned earlier, but usually for this one, uh, it's, I think you can actually just, um, if this one is going to be your main router, sir. Um, who's your internet service provider by the way? Are you using a playing modem from them? Okay.
04:00
Speaker 1
I have a subscription for two gigs, and I want to make sure I utilize it. So, I have your Pro 7 NBE 70. And I also have that other mesh system that's a micro 7. So, that that's what I was, my intentions were to work it that way.
06:00
Speaker 2
Well, usually, sir, we do have, yes, the MBM E7000, that is our velo pro 7 that uses as well wi-fi 7 technology, however, I'm not quite sure if we do still have that one in stock because um. Currently we, um, I think we sold out before on the MBM E7000 on Amazon. So, um, we do have, that was the MBM E7000, that is our velo pro 7 that uses as well wi-fi 7 technology, however, I'm not quite sure if we do still have that one in stock because a couple of weeks ago, um, I think we sold out before on the MBM
06:00
Speaker 1
Okay. So, but I, but like I said, I, I've, I'm comparable, I'm, I'm confident now, hopefully, that you can work this with my current system, because they're already set up as a, in bridge mode, both, both my, my existing system. So, I'm hoping I can still do that, right? I, I just, I'm hoping I can just, and they're hardwired. Both, both systems are ethernet cable connected. So, I'm not, I'm not trying to, uh, extend via Wi-Fi. I'm mixed, I've got them both hardwired. So, that, That [silence] I'm sorry. I, I just went, I just wanted to add that [silence]
07:00
Speaker 2
7000. This one is the MBE70. So they look like, they have the same design, but they have different softwares. Yes. So you, yeah, you can connect this once you have to your modem, and then usually it's just plug in play.
07:00
Speaker 1
That's the reason why I acquired this router, because your micro systems only have one Ethernet connected port, so I couldn't. Right. So I was landlocked. I couldn't, you know. So that's why I thought I needed this router that had four Ethernet ports, so I can connect. Because I want to maintain the hardwire connection to both other mesh systems. It's basically three nodes. It's three of them. One is set up um Yeah, utilizing all three. One is set up as the router. uh [silence]
08:00
Speaker 2
Did you also how many do you have, sir, for the micro seven? Mm-hmm. And you're you're using three of them?
08:00
Speaker 1
the mother, I guess. But it, that is in bridge mode. So that, then that's hard wired to my uh router. No, the LN 1100 is also in bridge mode. Um, and I, and I it was two different networks essentially that I had. Yeah, so uh, what what my what I was hoping is to run it all in mesh and have it into one network utilizing this new router. But it sounds like that's not compatible. I I if I set it up the same way where I have two
09:00
Speaker 2
Mm. Mm. Which is the, the LN 1100 mm. Okay, I see sir. Yeah, you can actually use the current mesh system that you have. It is set up as a bridge mode through this one, to the MB70 so. Yeah, you'll have two networks for this.
09:00
Speaker 1
Two networks, I guess everything will work accordingly, right? Okay. So can you walk me through that? That's what I'd love to be able to, um, have it communicate. Uh, I'm hoping, is there anything more that I need other than just plugging it in? Oh, or what? I'm hoping you can walk me through it. Uh, right now I currently don't have internet. Um, because I, I just had my, um, I just, uh, installed a new modem with, uh, 2.5 G compatibility. So that's why I'm I'm currently, um, not linked right now via, uh, uh, the internet. So I have the new modem is set up. It's ready to go. I just got to plug it in.
10:00
Speaker 2
Corrected. So, yes. Yeah. Okay. Yeah, but before let me create a case ticket for you. Sir. When did you purchase the Enby? the answers. As long as you can give me the date of purchase. Okay.
10:00
Speaker 1
I have an order number and, um, yeah, and I, and I, it's, um, let's see, what else do you need? Uh, yeah, it's a, it's a Linksys Velop WRT Pro, um, tri-band router with 10 gig speeds, whole home coverage, um, 2.5 G pro SW an port and four 1 gigabyte ethernet ports. Um, yeah. Yes, uh, my last name Schiff SHCH-I-FS at earthlink.net. Um, I've, I've spoken to, yeah. Schiff, S-C-H-I-F-S. [silence]
12:00
Speaker 2
Okay. okay, that's fine, sir. No. worse, since I have the date of purchase. I just need sir, an email for the account. um sorry, sir. uh yeah, sorry.
12:00
Speaker 1
at the earlink.net. Correct. Yeah, and I've, I've spoken to the same technician, uh, twice now. Um, they, she helped me set up both, both of these, uh, network systems, uh, about a month ago. Um, and, uh, and then a month prior to that. So I, I, I have record. I have a, uh, she actually gave me a, was a receipt number or something, but I completely lost that. But I'm hoping you can look that up on your end. I have, I have, uh,
13:00
Speaker 2
Okay. EarthLink.net. That is S-C-H-I-F-F @ earthlink.net [silence] [silence] Yeah, I- I was able to...I was able to pull up an account here. And you're using a different phone number associated on this one. Um-which is the best callback number, is it?
13:00
Speaker 1
Well, yeah, this is a landline, but you're, you're referring to my current mobile phone. 310 7027 One one zero. Yeah. Yeah. Yeah. I, it's my, it's my, my mobile phone, so if we have to use it in order to, uh, uh, set up something, I can, but I, I'm, I'm on a landline knowing that I, it's just hard to do both. It's hard to be speaking on the phone, on the mobile phone and also trying to be, you know, connect via Wi-Fi. So that's why I was, I foresaw that and that's why I'm calling from a landline, because, um, you may need to walk me through it via phone, right? [silence]
14:00
Speaker 2
going to be this the one that ends in 5397. Yes, that's the one that we have here on file there. Is it okay? um is it is that number active? Is that number okay? Oh. Yes. Yeah, no worries, you're so I'll just, yeah, I'll just use this one just in case.
14:00
Speaker 1
Excellent. Yeah, you sound very similar. I'm hoping you're the same person that provided support in the past. So you, you might. Oh, okay. Yes, um, there, I'll, I just, all they basically did was just disconnect the ethernet cables. That's it. So that that's the goes the same for the LN 1600 as well as the LNRepeater.
15:00
Speaker 2
The call get disconnected. So I'll just use the 7110 as a backup callback number. Okay let me just create the case ticket here and I'll say it's it's one of my colleague all right let me just create one here. So your LN 1600 sir is disconnected right now since you've mentioned you have a new modem right? ok ok
15:00
Speaker 1
One 1,000. Okay. All right. Do I do that prior to plugging it in, correct? Okay, I'll do that right now. I've got you on speaker phone, so hopefully, you can hear me, okay? Okay. Okay, that, that part is done. [silence] Okay, so the buttons are on the top. All right. So, load up your app, go down to the tools and select, what was it? Select muffin and open camera. Okay. Opened llama. Okay, and just to confirm here, the red button on the top right? That's the button on the top. And that's the one I just hold down until it dings, okay? All righty. [silence]
16:00
Speaker 2
Okay. So what will have to do sir? Um with your new modem, you have to connect the MBE 70 directly to the modem. Correct, yes. Yeah, I can hear you okay, sir. Okay, and then you may turn on now, sir, the router.
16:00
Speaker 1
Yeah, no, I've plugged it into the router. Well, I haven't plugged it in yet. You wanted me to not? Yeah. Okay. Okay. Okay, it's uh solid blue right now. Oh. Yeah, it's blinking now.
17:00
Speaker 2
All right. And then, what's the L.E.D. light now? Oh, okay. Yeah, power it on. Sorry. Wow, okay. So, let's give it some time. Usually, it will take two to three minutes. Usually, say this one, from solid blue, it will try to reboot first. So, um, in a few seconds, I believe the L.E.D. light will start blinking blue.
17:00
Speaker 1
So, I'm jumping ahead here. Will I have to reconfigure the other DLN systems when I plug it the ethernet cable in or or should they be good to go? Ah, excellent. So this should be wrapped up.
18:00
Speaker 2
okay and then usually it automatically detects the internet connection. so once it detects the internet connection from the modem the LED light will turn solid white. Well usually sir since it's already set as a bridge mode and then you didn't do anything. you just disconnected the Ethernet cord. usually they should automatically connect back to the router once they detect an internet connection.
18:00
Speaker 1
Okay. Yeah, I've got solid white right now on the router. Uh, my, uh, computer. Computer.
19:00
Speaker 2
Yes. Once we're able to get the MBE 70 online, we'll have to make sure first that we have internet connection and then we will connect the LN 1600 just to make sure that everything will be up and running. All right. So, um, what device you have available right now, sir? Computer. How do you connect your computer? Wi-Fi or wired? Wired. Okay. Can we connect it first directly, sir, to the MBE 70? All right.
19:00
Speaker 1
okay. yeah. yeah, so now I'm, I'm heading to my computer now. So, uh, let's see. uh, yeah, it looks like I'm, I'm linked up. I've got, I've got ethernet. okay.
20:00
Speaker 2
Right, and then, okay. Okay. Okay. Okay. And then, open Safari browser.
20:00
Speaker 1
Okay, can you repeat that again? So I got www dot what? Okay. Okay. Let's see, continue to... All right. Now it's it's got...
21:00
Speaker 2
and once you have open a browser on the address bar where you usually type websites, type there, sir, 192.168.1.1. No need, sir, for www. Just, um, directly type 192.168.1.1.
21:00
Speaker 1
Okay. name password, um, it's already got root in the username, um, should I change it? okay, so that's what I put in, the router password there. all right, hold on, just one second. [silence] [silence]
22:00
Speaker 2
Um, no need to say. That's actually root by default. And then, uh, the user, uh, the router password. That's going to be the default Wi-Fi password on the router, on the MBE-7. Yes! all right. so, that is the interfacer of your Mb e70. so, you're able to connect now. usually, you do have internet connection. you have internet, right? Yeah. Okay. and then try to connect sort of the uh,
22:00
Speaker 1
Okay. The 1600 is the Micro 7. Okay, done. It's it's solid white still. Oh, wait. Wait. You want me
24:00
Speaker 2
The LN 1600. All right, and then double check here. What's the LED light? Solid white and you have. Okay.
24:00
Speaker 1
To check the router or the actual node of the Eero 6000.
25:00
Speaker 2
the ln1600 for sir and then if the ln1600 remains solid white then let's check the nodes ok and can yeah let's traction the internet of the ln [silence]
25:00
Speaker 1
Still blinking red, though. Oh, now it's solid white. Wow. So they're they're reconnecting. That's good. So let me see. Let me check the third one. Solid white. Yeah. Okay. So that's reconnected. So I don't there's nothing I have to do as far as the network name and password. Okay, but what but that's not changing. [silence]
26:00
Speaker 2
Alright. And M B E so you can change the Wi-Fi name. If you want um, since you have since you're able to log in. to the interface. so you can change the wi-fi name if you want, you just need to go to network.
26:00
Speaker 1
My network passwords, correct? Yes. That doesn't change. That's all. There's no changes. Everything's the same. Okay, great. So, I guess uh one down, one more to go. We're the L1100 now. It's downstairs. It's it's connected via a 50 ft ethernet cable. Um so that yeah that's covering the downstairs portion of my home. So um so yeah, so the the L1600 is providing link linkage to the upstairs. So, uh
27:00
Speaker 2
network passwords sir, you mean the network password that you have already associated with your, l in sixteen hundred, No, it won't. Correct, yes. Okay. So, where is the l.n.n. eleven hundred sir? Okay. Okay.
27:00
Speaker 1
What I was hoping to do with this router is to merge the two networks together, but I guess that's not going to happen. yeah. But it does have the um the seven technology, right? Excellent. Wow. All right. I just need to keep that. All right. So, I guess the next day phases to plug in the Elan, Elan 1100 now to the router, correct?
28:00
Speaker 2
for this one, sir, because it has a different software. Correct, sir. Yes. And since you've mentioned that you have, like, 2 gigabits, so yeah, it it's It can it has the 2.5 gigabit internet port, so it can can accommodate the subscription speed that you have from your internet service provider. Correct, sir, yes. Would you like to do that one while we're on call, just to make sure that everything will be up and running?
28:00
Speaker 1
Okay, let me, uh, plugged it in, let me go downstairs and, um, verify that we're all good to go on that as well. Okay. Okay, we, we have solid red right now, um,
30:00
Speaker 2
I'll just be here. Okay. Okay. And you also have the nodes for the L and 1100.
30:00
Speaker 1
yeah, I have uh two nodes uh associated with that. I also have a uh plug in as well. that's blinking. one of your wall units where I uh yeah, it's blinking yellow. the the wall unit. but the um the nodes are flashing red currently now. so it's still solid red
31:00
Speaker 2
Okay. Okay, but the main wands here they 1100. Can you unplugg the wangs here to the power and then leave it off for at least 60 seconds and then pull it back? and Okay. Yes, sir. Okay. and Okay. so let's give it like three minutes yes. creates a
31:00
Speaker 1
Yeah. So, if there was any signal differences or whenever I guess that, that make, it forces it to adapt to the new router, right? So, like I say, there's nothing I need to worry about as far as updating or changing the networks password.
33:00
Speaker 2
for for the Wi-Fi name sir and Wi-Fi password that you have already associated with your LAN system no need to do anything on that one as long as the main router was able to detect an internet connection to the MBE 7000 then you're good with that one no need to change anything but for the MBE 7000 with the new router that you have if you want to change the Wi-Fi name of it to a different one you can actually change it on the web interface. Um, uh, yes, sir. Sorry.
33:00
Speaker 1
But, but, the way it is now, I'm not really utilizing the router Wi-Fi at all, right? I'm only using it to power my my mesh systems, right? [silence] So, hh, I'm, uh, so, uh let me understand. So, I the, the router, hh is not a standalone network per se, right? It's just a hub for ethernet cables to plug into the router,
35:00
Speaker 2
Correct.
35:00
Speaker 1
and they're really just providing a go-between into my LN 1,600 and LN 1,100 systems, right?
36:00
Speaker 2
The, the MPE, the M PE700 is a standalone router, so you both have Wi-Fi and wired connection for this network. So if you're going to connect the LN1600, the LN1100. So basically the router is the one who's providing internet to those unit, the DOS mesh system. So basically, if you have a device that's currently connected via Wi-Fi to the LN1600, so they're utilizing the LN network, not the MPE, 7-0. But you can use the MPE70 as a backup Wi-Fi. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
36:00
Speaker 1
[silence] Okay. Yeah, that sounds good. Yeah, I [silence] it looks like I'm good to go now as far as the uh the L1100. It's solid white. So it looks... I checked I checked one of them. I'm going to check the other now. Let's see. Yeah, solid white. So it looks like I'm back back up and running. Hey, thank you so much. Uh uh so um [silence]
38:00
Speaker 2
Okay, Okay. How about the how about the nodes here of the LN 1100 are they also solid white? Okay. Okay, that's good. So at least you're you have your internet connection now. So yeah, I'll just send you an article about this router sir the MB 7010 so you can know more about it and how you can configure other settings on this router. Okay? You're welcome sir. Any followup questions?
38:00
Speaker 1
I was hoping to consolidate the networks, but I guess I've got to keep them as two different ones. Huh? I mean is there a way to uh yeah there's no way. Uh the what what caused this was the fact that I have a two story home and they're far apart. So I as far as um using them as like a bridge, I don't know. I guess the router. All right. Yeah, that was really my only um complaint essentially. But I'm appreciative that uh everything's back up and running again. So that's that's good. All right. Thank you so much. Thanks. Bye bye.
39:00
Speaker 2
okay all right you're welcome sir thank you as well for taking the time calling linksys you have a good day now okay take care bye bye [silence]
39:00