V2 Rubric Detail — b23fd688-6fce-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 13:14
Duration
12m 3s
Contact
David J Sutherland
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall2.4% (-19.6)

V2 Grader Summary

The agent failed to resolve the customer's DNS configuration issue on the MBE7000, providing factually incorrect information that contradicted documented KB guidance. No troubleshooting, tool use, or ownership was demonstrated, and the call ended without a viable solution, leaving the customer dissatisfied and considering brand abandonment.

V1 Case Analysis

Customer unable to configure custom DNS on MBE7000; agent provided incorrect guidance and did not resolve the issue.

Troubleshooting Steps
  • Agent placed customer on hold (~4 minutes) without performing visible troubleshooting.
  • Agent incorrectly claimed DNS settings on the router do not apply to client devices.
  • Agent suggested manual DNS configuration on each client device as the only workaround.
  • Agent incorrectly suggested bridge mode as an alternative without context or explanation.
Key Observations
  • Agent provided materially false technical information: claimed custom DNS settings on the MBE7000 do not propagate to clients, directly contradicting KB guidance.
  • Agent failed to reference or follow KB article universal_custom_dns.md, which explicitly details DNS configuration steps for this model.
  • Agent hallucinated a support URL ("register, Linux, dot com") instead of correct Linksys domains.
  • Agent suggested bridge mode without explaining it disables router functions (DHCP, NAT, firewall).
  • No case information collected (serial, warranty, case number), violating support protocol.
  • No escalation, follow-up, or self-help resources offered despite unresolved issue.
  • Long unproductive hold time with no visible troubleshooting or KB reference.
  • Call ended abruptly without closure, recap, or next steps; customer disengaged due to frustration.
Positive Highlights
  • Briefly acknowledged customer frustration at [10:00] with "I really do apologize for the inconvenience."
Agent Errors / Gaps
  • Provided hallucinated URL "register, Linux, dot com" instead of correct Linksys registration domain (register.linksys.com).
  • Stated that custom DNS settings on the router do not apply to client devices, directly contradicting KB universal_custom_dns.md (Step 2: Locate the DNS Settings → Enter Primary/Secondary DNS).
  • Failed to identify correct DNS configuration path (Internet Settings → DNS fields).
  • Suggested bridge mode without explaining it disables router functions or confirming DHCP implications.
  • Did not collect serial number, warranty status, or open a case, violating support protocol.
  • Did not offer escalation, follow-up, or self-help resources despite unresolved issue.
  • Spent ~4 minutes on hold without performing troubleshooting or referencing KB.
  • Did not verify where customer entered DNS (Internet vs Local Network settings).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent failed to resolve the issue or offer a valid workaround; customer left without DNS functionality working as desired and expressed intent to abandon Linksys products.
R2 Not Met Diagnostic thoroughness conf 98%
No actual troubleshooting steps were performed — agent did not ask for router model confirmation, login verification, or DNS field location, nor referenced KB steps.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed the MBE7000 cannot propagate custom DNS via DHCP, contradicting KB documentation; failed to provide best-effort path despite customer's technical level.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause (possible misconfiguration, Cognitive Security override, or VLAN issue), skipped diagnostic questions, and assumed design limitation without evidence.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used no tools — did not direct customer to verify DNS settings in router UI, check Cognitive Security status, or reference KB article universal_custom_dns.md.
T3 Not Met No misinformation conf 98%
Agent stated 'DNS credentials you entered... will not relate to client devices' — factually incorrect per KB, which confirms custom DNS can be set and pushed via DHCP.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost control of call flow, placed customer on unexplained 4-minute hold, and failed to re-engage with a plan; call ended abruptly.
C2 Not Met Confirmed understanding conf 93%
Agent used excessive filler ('uh', 'sir', 'yeah') and failed to adjust to customer's technical level or frustration; explanations remained vague and non-adaptive.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — offered no follow-up, escalation, or case documentation; dismissed issue as unresolvable without further action.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or commitments were provided; customer was left with no path forward despite clear dissatisfaction.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope but misdiagnosed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent said 'I totally understand' and apologized, showing minimal empathy, but failed to acknowledge customer's investment or technical expectations.
X2 Not Met Tone & rapport conf 92%
Agent maintained a scripted, disengaged tone; did not adapt to customer's growing frustration or check understanding after key statements.
X3 Not Met Overall experience conf 94%
Agent increased customer effort by suggesting manual DNS setup on every device — an inefficient and impractical solution for a home network.
Call Transcript16 turns · 17 lines
Speaker 1
Hi, Josh. I've got an MBE 7000 that I'm trying to configure
00:00
Speaker 2
Welcome to Linux 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, Linux, dot com. Please have your device serial number ready for assistance. Press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options. Press two. 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. Hi, thank you for calling Linux. My name is Josh help me to assist you today.
00:00
Speaker 1
a manual DNS server on and the router seems to take it but then will not broadcast that to clients. It's maint it's maintaining its own own address as the DNS server when it does anything with clients and i've confirmed this like extensively. So I was hoping you might be able to help me. It seems like there's a DNS relay or something going on. But there's nothing in the go ahead.
01:00
Speaker 2
Uh. Uh-huh. Uh-huh. Uh-huh. Mhm. Mhm. Yeah, I understand, sir. Uh, yeah, regarding with that one, sir, yes, uh, really, the, the, uh, DNS server, or the DNS, uh, credentials you entered on the router will not, uh, or it will not relate to the client devices. However, sir, uh, for the workaround for that one, is we really need to manually enter the, uh, DNS on the device itself, like.
01:00
Speaker 1
So instead of being able to rely upon the router to do DHCP, I have to manually manage every client? Correct. So, so what? I bear with me on this, because I'm not trying to be argumentative with you, but why should I continue to use this products as a router then if I can't configure my own DNS? I mean it It seems to me that I would be better off just buying an access point and doing it all on my own. It it it seems really difficult to believe that UN.
02:00
Speaker 2
the computers. So that's the workaround for that issue. Yes sir. Yes sir. That goes for the that only that goes for the DNS. So I assume you entered the DNS server under the local network. That correct. That Static DNS. Yes sir. So. Mm-hmm. You
02:00
Speaker 1
Linksys wants me to continue being a customer if they don't give me the ability to manage my own devices.
03:00
Speaker 2
Yes, sir. I totally understand. And we actually have a reason for that one. So, kindly give me like two to three minutes, okay? I just need to double-check my resources here real quick. So, kindly, yeah. Thank you so much, sir. And yeah, kindly hold on the line. [silence] uh hello sir thank you for patiently waiting. uh yes you're most welcome sir. Uh yes sir for this one I have double checked my resources here. And yes sir, I really do apologize, but as a workaround we really need to manually like as I said earlier, uh manually input the DNS on the devices itself. Uh the reason for this one sir is uh this is the design of the router itself. So it's also one of the um
03:00
Speaker 1
So, I guess a question, can I just turn off DHCP on the router and use my own DHCP server to service devices to actually get the functionality that I want, or is the router going to basically not play well with an additional DHCP server? Okay, so the next question I have then is, are you planning on actually adding this functionality?
08:00
Speaker 2
product limitations are on our devices. so yeah yeah we can also do that as a workaround if you want to set this router into bridge mode and it will act as an access point uh yester you are correct. so once the router is on bridge mode uh all the uh example all the client devices will be using the main routers uh dcp configuration same goes for the dns.
08:00
Speaker 1
Yeah, I mean, for me, and I may be different than most of your customers because, you know, I'm not really looking to start buying like a commercial grade router. I mean, a commercial grade router works well for
09:00
Speaker 2
I can't upon double-checking here on our on my toolset uh it's actually like uh already uh beyond like it's already on like 2023 or or for this kind of setup of our router. So yeah to be honest, I don't think that it will be like uh change for the future on this router or for all of our routers. However, I reassure you that I can still like uh like request for uh feature uh feature request for this specific feature on the devices of our of our server.
09:00
Speaker 1
I'm at my home, but the fact that I can't like throw a Raspberry Pi in with Ad Guard home and send my DNS requests to it to get rid of trackers and I have to use the DNS of the router itself, even though it lets me put in another DNS address, and it doesn't give me the capability of like doing any kind of DNS relay change, I mean it seems like why would I buy another Linksys device? I mean, it wouldn't make any sense for me in the future to invest in it if I've got to go a completely different way.
10:00
Speaker 2
hmm
10:00
Speaker 1
I don't have a lot of hope that a company the size of link is going to listen to one person like me, but it definitely kind of makes me think about how I'm going to do things in the future because I would have never bought this router if I didn't understand if I would have understood that I can't specify my DNS. I just, I mean why are there even options to put it in there if the router is just going to do its own thing anyway. So, all right. Well, there's nothing we can do about it. All right. Well, you have a good rest of your day. Bye.
11:00
Speaker 2
ohh! Hacker how are you, sir! I really do apologize for the inconvenience. I know. Have a great day as well. Buy
11:00