V2 Rubric Detail — ac871770-7bee-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 23:34
Duration
20m 35s
Contact
608-228-8373
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
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to resolve the issue, conducted no meaningful troubleshooting, used no diagnostic tools, provided technically inaccurate information (wrong URL, unverified HomeKit claim), and demonstrated poor call control, ownership, and empathy. Despite the customer describing a business-critical connectivity issue affecting credit card processing, no resolution path, escalation, or follow-up was established, resulting in an unresolved case.

V1 Case Analysis

MX4200C mesh experiencing intermittent Wi-Fi and wired drops in restaurant environment. Agent suggested disabling HomeKit and checking firmware, provided incorrect support URL (support.links.com), and performed no standard troubleshooting. Issue unresolved; customer to monitor and call back.

Troubleshooting Steps
  • Collected model number (MX4200C).
  • Collected serial number (38U10M5BB48241).
  • Confirmed LED status (solid blue).
  • Confirmed both wired and wireless devices are affected.
  • Suggested disabling HomeKit integration (unsupported advice).
  • Provided incorrect support URL (support.links.com).
Key Observations
  • Agent provided incorrect support URL 'support.links.com' — not a Linksys domain, serious factual inaccuracy.
  • Agent suggested disabling HomeKit as a fix without any KB documentation — unsupported and speculative advice.
  • No standard troubleshooting steps performed: no power cycle, no channel width check, no firmware update verification, no mesh sync check.
  • Call was highly inefficient with long silences, repeated questions, and no structured troubleshooting path.
  • Agent did not suggest 5-press escalation method, which is valid for MX4200C per KB guidance.
Positive Highlights
  • Correctly identified and confirmed the product model (MX4200C).
  • Collected serial number despite background noise and customer difficulty.
  • Confirmed that both wireless and wired devices are affected, correctly identifying this as a router-level issue.
  • Acknowledged the business-critical nature of the issue in a restaurant environment.
Agent Errors / Gaps
  • Provided incorrect support URL 'support.links.com' — violates ACCURACY and KB guidance; this domain does not exist and is not a Linksys support site.
  • Suggested disabling HomeKit integration as a fix without KB backing — unsupported advice that could mislead the customer.
  • Failed to perform basic troubleshooting for intermittent drops: no power cycle, no channel width check, no firmware update verification, no mesh sync check.
  • Did not follow standard mesh troubleshooting protocol: no check for firmware mismatch, no suggestion to restart all nodes.
  • Did not mention or suggest the 5-press escalation method, which is valid for MX4200C per universal_5press_models.md.
  • Did not verify auto-update status or manually check for firmware update, despite firmware issues being a common cause of intermittent drops.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never provided a solution; customer still reports intermittent Wi-Fi and wired drops, and no resolution was confirmed.
R2 Not Met Diagnostic thoroughness conf 93%
Agent only collected model/serial and suggested disabling HomeKit; no systematic troubleshooting like power cycle, firmware check, or wired test was performed.
R3 Not Met Correct resolution path conf 90%
No clear resolution path was chosen; warranty status was never confirmed and no troubleshooting plan or escalation path was offered.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process; did not identify symptoms like LED behavior or ask targeted questions about firmware, timing, or wired/wireless isolation.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, firmware verification, log retrieval) were used despite the complexity requiring deeper diagnostics; agent relied solely on verbal description.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect URL 'support.links.com' and validated unverified HomeKit claim without KB evidence, which is speculative guidance.
Communication
C1 Not Met Clear & professional language conf 90%
Call contained many silences, repeated prompts, and no clear agenda or transitions, indicating poor call control.
C2 Not Met Confirmed understanding conf 88%
Agent used generic language, did not confirm customer understanding, and failed to adapt explanations to the customer’s business-critical situation (credit card processing).
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership; no commitment to follow-up or monitor the issue was made, and avoided responsibility by suggesting customer call back when issue recurs.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or callback was established; only suggestion was to 'observe after disabling HomeKit' and call back if issue returns.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Intermittent drops affecting wired and wireless in a business setting warranted escalation or RMA consideration; agent closed without valid escalation trigger or resolution.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was performed, so execution of escalation cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent showed little empathy; customer’s business impact (credit-card processing) was not acknowledged despite being mentioned.
X2 Not Met Tone & rapport conf 88%
Agent did not adjust tone or pace to customer’s frustration; communication remained flat and procedural despite urgency.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number multiple times due to poor audio and lack of verification efficiency; agent did not reduce effort by using known KB paths or remote tools.
Call Transcript37 turns · 39 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 for more information about your product. [silence] Thank you for calling Linksys. This is Carl. how may I help you? Can we just [silence] password?
00:00
Speaker 1
Yeah, well, the router doesn't reboot. It's just that you have a hard time connecting or just sort of sit there trying to connect. So, some device will connect someone not connect. So, yeah. Oh. Yeah, hang on. I have multiple so I have to find the one where what's up.
01:00
Speaker 2
Okay. So, um, the let me check if I got it correctly, sir. Um, your Linksys router, you have like, like, um, dropping internet connection or the the router will boot. Okay. Let me just, um, create a record. So, um, may I ask the model number and serial number of your, um, Lincus device? When it disconnects there, what's the color of the light? Oh, you mentioned that it will it takes time to connect. What's the color of the light when it disconnects?
01:00
Speaker 1
Like, um, I did not look at the router itself. But the other devices, my laptop, won't connect to it. It's just sort of spinning, spinning, spinning. I have two PL systems to connect. One connects fine, the other one's not. Uh, it's just shown us offline. Um, so some network are working, some are not working. So, I'm not sure what what the issue is. You know. Oh, hold on. You hear me now? Okay, so, yeah, um, I have two. And there's multiple other router as well.
02:00
Speaker 2
Wi-Fi passwords on the the means sure are you using the uh speaker mode of your phone I do apologize but the line is not that clear I Yeah, much better So, how many Linksys devices they have? Sure. How many Linksys nodes? Okay, what's the model name? [silence]
02:00
Speaker 1
Model number WR T1900. Mm-hmm. Sorry. Hold on. No, the X. Sorry. The Well, let me climb up to, to look at the device here. I'll give you that information in a second here. [silence]
03:00
Speaker 2
WRT1900ACL?
03:00
Speaker 1
Can you hear me? OK, it's the MX4200C. I have two, uh, cell phone, uh, ser number Three-eight-one, zero, M-five, three, uh, five, DB, four, eight, two, four, one, let me repeat that one more time. Three-eight-One, zero, M-five, three, uh, DB four, eight, two, one.
04:00
Speaker 2
OK, and how many. uh. MX 4200 do you have, sir? Um this is your main node. OK, may I have the serial number of this node.
05:00
Speaker 1
five, B, B, four eight two four one. Um, B. B. So let me repeat. Three eight U one zero M like Mary five B like boy B like boy four eight two four one. Got it. Uh, about a year. I, I, I guess I didn't buy I bought brand new, but it was uh one of those going I don't know how old this rally is. [silence]
06:00
Speaker 2
um is it the first one the answer or is it in first or second row how long you in that this server [silence]
06:00
Speaker 1
Yep. Yeah, I bought it from Amazon. So I think it's one of those things where it might be a little old because Amazon hold it for a while and it's so much of the people stuff. Oop spectrum. Yep. 608-561-15 98. My first name is Zhang, Z like zebra, A N G. Last name Zhang. V like vagrant.
07:00
Speaker 2
Okay, and again, this is the parent node, right? And you got this like around a year ago. And who's your internet service provider? I'll write it. And then you have both your phone numbers and to create a record. And how about your first name and last name? [silence] Okay, and again, this is the parent node, right? And you got this like around a year ago. And who's your internet service provider? I'll write it. And then you have both your phone numbers and to create a record. And how about your first name and last name? [silence]
07:00
Speaker 1
Victor A-G. Email address is Z-A-C-V, like Victor, A-G @gmail.com. This one. Yeah, yeah. So it's not like everything down is some, some just haven't had connecting. And even some of the wire, um, the wired internet also go down too. So I'm little confused. Um, how it, you know, it's wired, so it just like it won't, it drop off and drop back on and come back on. Uh, when I get out
08:00
Speaker 2
And how about your email address? [silence] OK. Thank you for this information. So, um, here again your problem is some of the wireless devices won't connect and some are not able to connect, right?
08:00
Speaker 1
Onto my laptop, I'm trying to connect to the Wi-Fi and it just sit there spinning. I have to reboot the server. I mean in the routers multiple times in order to get back online, so. The router itself does not have any light reflecting but I'm having a hard time connecting to my laptop. It just sit there and I had to reboot the router in order for to for the laptop to work. Uh, blue. Blue.
09:00
Speaker 2
okay. Um, when you encountered the problem sir uh did you observe if the light will become like red or is it blinking? [sound] right now what is the light on the router sir? The um MX.
09:00
Speaker 1
No, I rebooted the router as we speak here. So everything's everything's back on. But my point is that it's just kept doing that this whole past week or maybe a month now. Correct. So, it looks like it's connected to the Wi-Fi, but it's not connected to the internet.
10:00
Speaker 2
like my says blue, the laptop so having problem connecting. [silence]. Again, have you observed when it's if when it won't connect like your laptop won't connect, okay? Um is it like it won't connect to the Wi-Fi or it won't access it's connected to the Wi-Fi, but it won't connect access the internet. So it's like the um there's a dropping of um internet connection intermittent dropping of internet connection.
10:00
Speaker 1
Yeah, but if I reboot the router then it's back on again, it's working again. So I don't know if it's just the modem or if it's the router. No, I did not see the light in red or purple like that, it is blue. I did not do a little bit of Troubleshooting on my end on that part. No, but um, this is at a restaurant, so I'm using the router at the restaurant. So sometimes it is kind of critical. we need to get it working. Otherwise, we can't process a credit card and all other transaction as well at the order. [silence]
11:00
Speaker 2
kay. When the internet drops, sir? Devery over, uh, observed with the light under water, like, um, is it changing? Pen. Did you mention also even the wired connection also?
11:00
Speaker 1
One of the app system. Yes. I know I have not tried that. We have multiple devices here. So I don't know. We can't do that during business hours and it's on. Yes, that is correct. [silence] [silence] [silence] [silence] [silence]
12:00
Speaker 2
Yeah, she also encounters a problem. Have you like, um, tried, uh, bypassing it, sir, uh, on connecting, uh, connected straight to the modem and observe it there? If there is no, like, um, disconnection. So this, uh, MX 4,200C, this is directly connected to the modem. And there's no switch in between the, um, modem and the router, uh, the, uh, MX 4,200.
12:00
Speaker 1
There is a switch as well, but that's another layer. So it goes from the modem straight to the router and the router's to the switch, and so on. [silence] Uh, six hours like the next day. I would say very close to 24 hours, 12 hours.
13:00
Speaker 2
Like, how often do they disconnect, sir? Like, every five hours or every, like,
13:00
Speaker 1
I think there's something going on. that is correct, yes. [silence]
14:00
Speaker 2
So, this is your, uh, like main router, correct? I can just for a moment. Okay. And then the other routers, uh.
14:00
Speaker 1
That is correct, yes. [silence] Okay.
15:00
Speaker 2
I'm sure the other mesh is like also MX 4200C. [silence] Like just check some [silence]
15:00
Speaker 1
Also, I read online that we should disable the HomeKit option. I read online that we should disable the HomeKit integration with the old... Hold on something. I read it online on the internet as we speak here that there are some of the dropping costs is caused by the HomeKit innovations on the links 4,200. So I'm going to just disable the HomeKit here. [silence]
16:00
Speaker 2
settings on the router right now. Okay. We might need to check if it is on the latest firmware version. And let's try to like check if like, I'm sorry. I double just but the line is not clearer.
16:00
Speaker 1
um so hopefully that fixed issue are you there? yes so yeah it's like some of the issue with the Apple Home Kit. I do. I have it on my, on my app on my phone and I can remote too or whatever on the Self so I I'm connected to that and the uh uh so I disabled that just for now.
17:00
Speaker 2
Okay. Do you have that on your connected to the network? Yeah, you may try to like do that, sir, okay? And observe like a couple of
17:00
Speaker 1
Yeah, could you send me an email with the case number in case I need to call back. You have my email. So just do that. Uh huh. Right. Oh, okay. Yeah, I will do that then. I'll, oh, okay, cool, Yeah, thanks. I will keep that in mind and if something doesn't work, I will go ahead and call you back. Uh huh. Yeah, I think that would be the best thing. where okay.
18:00
Speaker 2
These same problem. You just need to isolate the issue. Or actually, you can use your email or your phone number as a ticket number. We can pull up your record using your phone. Your email, or even your email address, we can pull up your record using the email, okay? Yes, sir. Or if possible, if you encounter the same problem, sorry, if you don't have internet, call us right away so that we can observe or we could really check that when the AAD connection is down. Okay?
18:00
Speaker 1
[KEEP_UNCERTAIN] Do you have any other on your end, uh, frequent question or stuff of that, that or you're aware of that people have this similar problem with their 40 and that's 4,200. Um, um, I'm sure that if there's an issue, it's a pretty common thing to people. So, thank you.
19:00
Speaker 2
Okay, again, you may also check. Also check our website at support.links.com, okay? mmm No, sir, because we need like also check some settings on the router that if you encountered that problem, but again, just observe after you disable the, um, the home kit and then if you have that problem again, sir, call us when the internet is like really down. that we could um track the, um, what will be like possible we need to track the, um, the system logs Okay. Mm-hmm. Okay, so, okay, just, uh, just give us a call in, in time. Okay.
19:00