V2 Rubric Detail — b2fe6724-71b8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 23:42
Duration
23m 55s
Contact
John Dupro
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#GI00135031
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Product Inquiry
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution1.56/5
Technical2.19/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall53.1% (-6.9)

V2 Grader Summary

The agent provided a partially accurate conceptual solution using a switch but failed to correct a critical wiring misconception (modem → switch → router) and offered no structured troubleshooting or validation. While ownership and communication were maintained, the lack of diagnostic rigor and technical precision prevented full resolution. No escalation was needed, and customer effort was reduced by avoiding overcomplication.

V1 Case Analysis

Customer asked how to set up three separate Linksys Micro-7 routers as independent networks with individual SSIDs/passwords. Agent explained Micro-7 has only one Ethernet port and recommended using an unmanaged switch to connect multiple routers. No model/serial collected or case created.

Troubleshooting Steps
  • Identified that the Micro-7 has only one Ethernet port.
  • Explained that an unmanaged switch can be used to connect multiple routers to the modem.
  • Confirmed that each router must be wired to function as a separate network with its own SSID/password.
  • Clarified that wireless connection would merge routers into one mesh network.
Key Observations
  • Agent correctly identified the hardware limitation of the Micro-7 (single Ethernet port) and provided technically accurate advice about using an unmanaged switch to support multiple routers ([15:00], [16:00], [17:00]).
  • Agent never collected the product model number, serial number, or warranty status, violating core support protocol ([00:00] prompt ignored).
  • No HappyFox case was created or referenced, and no follow-up path was established despite the complexity of the request.
  • Agent confirmed that independent networks require wired connections and that wireless pairing would merge them, aligning with KB guidance on mesh vs standalone operation.
  • Call lacked structure: no restatement of issue, no expectation setting, and no validation of understanding or solution.
Positive Highlights
  • Accurately explained that the Linksys Micro-7 has only one Ethernet port ([15:00]).
  • Correctly advised using an unmanaged switch to connect multiple routers to the modem ([15:00]–[19:00]).
  • Confirmed that each router must be wired and configured separately to maintain independent networks ([11:00], [21:00]).
  • Clarified that wireless connection would result in a single merged mesh network, not separate networks ([11:00]).
Agent Errors / Gaps
  • Did not collect product model or serial number despite repeated references to 'Micro-7'.
  • Did not create or reference a support case number.
  • Failed to confirm whether the customer successfully understood or could implement the switch-based solution.
  • Did not provide any KB article, written instructions, or escalation path for follow-up.
  • No empathy or acknowledgment of customer's difficulty in explaining the setup.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 80%
Agent confirmed the customer's multi-router setup is possible and suggested using a switch, but did not confirm understanding or validate the full design, leaving execution uncertain.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting or diagnostic steps were performed; the agent accepted the customer's premise without validating requirements, constraints, or potential issues like double NAT.
R3 Partially Met Correct resolution path conf 85%
Agent correctly suggested using a switch to expand ports, but incorrectly implied the Micro-7 must be connected *through* the switch (modem → switch → router), rather than the reverse (modem → router → switch), which misrepresents standard topology.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask any clarifying questions about the customer's actual goal (e.g., segmentation, redundancy, VoIP isolation), nor identified symptoms or root cause; responded generically to vague descriptions.
T2 Met Appropriate tools / resources used conf 70%
No tools (e.g., remote access, diagnostics) were needed or appropriate for a theoretical network design question; agent relied on conceptual knowledge correctly.
T3 Partially Met No misinformation conf 90%
Correctly stated Micro-7 has one Ethernet port and suggested a switch, but gave technically flawed advice by implying the modem should connect to a switch first, then to the router — this reverses correct WAN/LAN topology and could cause connectivity failure.
Communication
C1 Partially Met Clear & professional language conf 70%
Agent stayed on topic and responded to questions, but failed to set expectations, manage transitions, or reduce long silences; call lacked structure or clear agenda.
C2 Met Confirmed understanding conf 80%
Agent used plain language, avoided jargon, and matched the customer’s conversational pace, making information accessible despite the customer's confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer or abandon, and remained engaged despite the customer’s disorganized questions.
O2 Partially Met Proactive follow-through conf 75%
Agent suggested using a switch but did not define next steps (e.g., how to configure routers, set passwords, or avoid IP conflicts); no timeline or action plan was provided.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be a first-time inquiry with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — this was a pre-purchase design question, not a technical failure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and patient but never explicitly acknowledged the customer’s frustration or repeated difficulty expressing ideas; empathy was neutral, not active.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a calm tone and allowed space for the customer to speak, but did not actively check comprehension or rephrase complex points to ensure clarity.
X3 Met Overall experience conf 80%
Agent proposed a cost-effective solution (unmanaged switch) that avoids unnecessary router purchases and simplifies wiring, reducing long-term complexity and expense.
Call Transcript29 turns · 35 lines
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 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. [silence]
00:00
Speaker 1
Uh, no, I think I've called you before, but I just have a question in In first of all, what what's the top of your line router now that you have? I um micro seven, that's the one that, that's not for one, is that the one that replaced the at last? Okay. but that um okay, then that came after, that was that one replaced the atlas or whatever. Okay, yeah, because I knew they had one with seven. I would didn't think it was that much different. But um, Queston, um, I was wondering can you can can you use that use all your like that one?
04:00
Speaker 2
Be Linksys, Micro-7, supposed, supposed, supposed, the, the latest model. Um, our cognitive. We have a lot of them. Uh, that's the one that is now upgraded, um, from intelligent mesh, which is, we've mentioned the atlas. Uh, we have now our cognitive mesh system. We have velopro 6, velopro 7, but the latest one, we have the micro-7. Yes. Uh, yeah. That's the upgraded one. Mhm.
05:00
Speaker 1
Let's say version could maybe all a merge together into one system. and and so if something goes through uh say that that would mean uh it would be going slower. you would because even though it goes ending up with a faster one it was wired to still would be going at the speed of develop. I I guess. right.
06:00
Speaker 2
Yes, as long as the upgraded one should be the main node from the system and the rest would be the extensions or the child nodes.
06:00
Speaker 1
Wi-Fi 6 device right and that's okay uh what I was yeah and I'm uh so you wouldn't be able to use that so only Wi-Fi only five and 2.4 or whatever would be able to be used then um I was what I was what I was wondering I I can't unfortunately I can't put it into words very well but what I want to do is um have uh a number of routers but I I would another word I have one I guess I have I'd say I have six six of the devices and three
07:00
Speaker 2
Oh, yeah, of course. Uh they will connect with your Wi-Fi 6, but, um it wouldn't work as Wi-Fi 6 if you, the device is not uh capable of Wi-Fi 6. Um, if we're talking about the frequency, um, that's automatic for all of the devices and for the nodes, linked to nodes. [silence]
07:00
Speaker 1
There'd be only one provider, and I wanted to run, I wanted to run, in other words, get, take one of them and set it up as router, one as a, as a router, and then this connect, next one as another router, and give that another password, and another one would give another password. So I'd have three. And if I did it and say each one had multiple nodes on it, what, that, what they, the ones only the one that I dialed in as the say the number three router, that I would be only the number three, would work. And the one and two would not be able to communicate with that a work. Is that right? They'd be separate entities? Right. So, I mean, if I had three, in order- if I- if I logged into the first router, the other two wouldn't be on this- wouldn't have the same pass gateway or whatever. So they wouldn't be able to connect with that one.
08:00
Speaker 2
So, what you want to So, what you're planning to do is to make three networks. Well, that's possible. You. You want to set up uh, the nodes as each of its own network. That's possible with only one provider. Wow, but that's just a, that's a challenge here. You have a lot of networks and it will not automatically connect for example, a one device it will not automatically connect to this another node because it has its own Wi-Fi password. So you have to really enter that Wi-Fi password for this device to connect to. And it's the same with the third node since they have different credentials. Yes. Yes. [silence]
09:00
Speaker 1
[KEEP_UNCERTAIN] So I have... Right. Okay. And so that... But that... That could be done. And, um... And one other question is what I... Um... And... And with one of those... If I had, like, a... If I had a developed system, then I I could connect... That... If I had one... Uh... Seven... That... Micro 7, I could connect the... Zellup to that. and and those would be nodes onto the the... You could do that. Okay. And the other... The other question is... What is being is that, um... If I, uh... If I do this, um and I I I guess I would
10:00
Speaker 2
they are not going to be connected to each other because they are configured differently. Yes that could be done. Yes you can. Yes.
10:00
Speaker 1
To do this, I'd have to go: in other words, I'd have to set up the- they'd have to be chained together. Is that right? Or if I-. So if I-Fi-fi-fi-firelessly They still- And they- the wireless would only work on the- on the one that has the password, right? They like there would be three separate wirelesses.
11:00
Speaker 2
Yes, they should be connected wired if you want them to be set up configured separately, they have to be wired connected. We cannot configure them separately if they are added wirelessly because they will be considered a child node. Yes, they will be in one network if they are going to be connected wirelessly, but if you want them to have their different Wi-Fi names and passwords,
11:00
Speaker 1
Okay, I guess what I was interested in is being able to um and if I just, let's see, I don't know how to explain it. So if I, so if I go from the from the, okay, I'd set up each one, I'd turn on each one, I'd turn one on then have only that one on and set those on those three wires so they have three different names and so um and then I would and then I would connect the I can't I can't put it in words. I'm because I'm not confused by this. But basically I wanted the second let's see the second router, I'd have the second router I could disconnect that one. And the first one would still work. If I disconnect the Wi-Fi from that. I'm not putting I'm sorry, I'm not putting this clear, and I got it in my mind, but I can't put it in words. But basically, I want to be able to disconnect one of them and still have the other one and still have the other one work. So, what I was what I was going to do is I I'd have I'd have the first router, and that would go to a switch. And the switch would pass that then the then the switch would pass the uh modem to the other two routers that were had different passwords. And then and then I uh and then um uh that and then the the second router could be disconnected and not affect the in the first router Okay, okay. That's kind of what I want to do. Because basically I'm looking I guess I don't know is what I'm looking for to be able I've got one of these routers would be for specific voice over internet only. And I want to be able to have voice over internet and um capable with the router uh if and be able to disconnect the primary router or the say the third router which would not uh so I could still I could disconnect. If I had to troubleshoot it, I'd disconnect the third router because you say I have to clear it and set it back up. Then I would still have phone service because the other two are ahead of that one. So they should still be working. And I should should be able to still have voice over IP, right? Good. I'm I'm glad you're smart. I'm smarter than I am on this. To get help. And um. And the seven, I looked at that before, but that doesn't have, that's still a triband system, right? Mhm. Yeah, and um, and uh, and that does, that does that also have, well five, four or five Ethernet ports on it? Or connections. Um, oh, uh, so like the atlas, it had I think five ports on it, the LAN and four other ones, right. But uh, and but the seven doesn't have that.
12:00
Speaker 2
Yeah, that's a try Ben. Yeah. Uh microbes a is only one Ethernet ports. You can connect a switch an unmanaged switch at the back of the micro seven so you can connect more devices. Mhm. Right. The micro seven only has one port available.
15:00
Speaker 1
Only one. But I mean that would have then we have to have at least two ports on it. It would have the WAN and and and one LAN. We'd have two ports. So how would you connect? How would you connect to the switch if you can't wires? You got the? You got the modem going into one and you don't have any place to no outputs at all on it. Okay and then okay that the
16:00
Speaker 2
So, for example, yeah, only one that's designed for it. So, for example, if you want more devices to connect to the Micro 7, you can use an unmanaged switch. Um it's only one. Uh yeah, it's only one. Um No, you can connect the the cable directly to the WAN port of it. It's a gigabit Ethernet, yeah, 2.5 gigabit Ethernet for each of them. But, um if you'd like to or if you need to connect more than one, then you can use a switch.
16:00
Speaker 1
I, uh, I, uh, uh, I guess, uh, okay, you're saying there's only one RJ-45 on a 7, uh, huh. And so if I wanted to, uh, go and I wanted to use, okay, from that, I want to connect that router to a computer directly, I couldn't do it. Because I, I mean, if I, I can't connect just... Okay, well... Okay, that's what I'm, I guess, that missed it. So if I got, I got one cable coming from a, a,
17:00
Speaker 2
Correct. Correct. Yes. If example if you're uh, for example, if this Micro 7 is connected already with a cable directly to the internet source, then you cannot use a computer wired to it. Unless if you use a switch with a lot of ports connected to the port at the back of Micro 7, you can connect there the internet cable and so at the same time, you can connect your computer wired because it only has one port available.
17:00
Speaker 1
And I would go into the WAN. And then as you say there's no other ports, so you wouldn't be able to come out of that to go to a switch. Right? Okay, okay. Okay, so, so what so so I got the modem. I got a R. J. 45 coming off of that modem. So where do I and I want more ports than one. So where where would I run that port from the from the modem? To what would run the modem into? To switch. Okay. Okay, so that's what I'm saying.
18:00
Speaker 2
mhm. No other port. There's no other port. Yeah, that's why we suggest if you want to connect this to with another device, you can connect first the switch to this device and then you can connect other cables on that switch. That would work. Mhm. Well, if you need um, if you need more than one port to connect this micro seven, you have to connect a switch first to the micro seven before you connect the cable from the modem. Mhm. [silence] [silence] [silence]
18:00
Speaker 1
If I go from the modem, I have to go from the modem to a switch and then from the switch to the 7.
19:00
Speaker 2
Yes. Yes. Yes. So that you will have more than one port that that will connect to the micro seven. So that, that actually will will work. Right If if this is your device, of course, it's gonna be um what you call this understood, understandable if you have this micro seven, because it is build on the one-fourth that is available.
19:00
Speaker 1
okay yes okay so but there's nothing special about the seven that allows you to do that and and you're saying because the Atlas has more ports you don't need to do that [silence]
20:00
Speaker 2
Yeah, that could be a possible, Yeah, that could be a possible setup. But what we recommend mostly, of course, for the Atlas, it was build more than one port. It would be what you call it, could be the best if you directly connect the modem to the Atlas. But since for the Micro 7, this is with the latest hardware and software. There's no chance of interruption if you just connect a switch to it. and the internet cable will connect it to that switch. [silence] Yes, you don't need to do additional switch for the Atlas, just for the Micro 7. It's because it only has one port.
20:00
Speaker 1
But I mean, but but there's there's nothing different in the design of them. So, I mean, there's nothing stopping me from doing that with the Atlas or the or the others. The same principle applies for both. Okay. Okay, as for example, I was talking about having three uh routers uh and in order to do that, I was figuring I had to I I would have I I wait if I wanted to do it with three routers, I could do it by going to a switch and then send the the modem directly to each one of those
21:00
Speaker 2
Yes. Yes, yeah. Yeah. Yeah. Yes, it's just going to be the same. However, we just want to make the connection from the modem to be directly from the linksys device, but that's actually case-to-case situation. It depends on the situation. For example, if you prefer that setup then that's totally fine. [silence] Or you can connect a switch from the modem and then those three will just connect it directly to those switches. You can just proceed with the setup from the modem, there's a switch with multiple ports and then the Micro7 will be connected to those which. Yeah. Hmm. Okay.
21:00
Speaker 1
it seems it would be better to go, I would, it would be clearer to me to be able to do directly from the modem, have the modem go to each one of those independently. I, but, um, that would work. But anyways, it would work either way. The switch would work the, what they could be, each one of the router. Okay, okay. And, um, and the And the Thank you very much. Uh, not right now. I got another question. If I do, will you call back? Thanks for the help. Bye-bye.
23:00
Speaker 2
yeah. Yeah Yes. That's that up over. Yeah, no worries. You're welcome. Is there anything that I can help? Okay. Oh, sure. Yes, no worries. Just give us a call back. All right. Bye-bye.
23:00