V2 Rubric Detail — baf77988-6b10-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 12:25
Duration
7m 53s
Contact
Dean May
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00133889
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: INITIAL SETUP

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall49.3% (-6.7)

V2 Grader Summary

The agent provided factually correct technical guidance but failed to resolve the core issue—recovering router access—by not using available tools like the recovery key process. While migration steps were accurate, the lack of direct troubleshooting and empathy resulted in an unresolved case with only partial progress.

V1 Case Analysis

Customer migrating from Velop 1.0 to MX4200; asked about changing admin password via app without disrupting Wi-Fi and resetting nodes. Agent confirmed model, advised node reset and new setup, offered to email guide. No case created.

Troubleshooting Steps
  • Confirmed the new router model (MX4200).
  • Advised that the new router requires a fresh setup wizard and that the same SSID can be reused.
  • Instructed to move existing nodes next to the new parent router, reset them, and re-add them.
  • Offered to email a detailed setup guide.
Key Observations
  • Agent did not address the specific question about whether changing the admin password via the app would disrupt Wi-Fi (KB confirms web UI password changes do not disrupt Wi-Fi, but app behavior was undefined).
  • No concrete step-by-step instructions were provided for node reset or new router setup (KB references exist but were not cited).
  • No case number was created and serial number was not verified, violating protocol.
  • Customer email was collected in a disorganized, error-prone manner.
Positive Highlights
  • Agent confirmed the correct router model (MX4200) before giving advice.
  • Offered to send a written guide via email, providing some self-help value.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to answer the core technical question: whether changing the admin password via the app would disrupt Wi-Fi.
  • Did not provide concrete instructions for resetting nodes or setting up the new router.
  • Did not verify the serial number or create a documented case number.
  • Collected customer email in a confusing manner, leading to potential data entry errors.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the forgotten password issue or confirm successful migration; only offered generic setup advice and promised an email guide.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent advised resetting nodes and setting up the new router, which aligns with migration steps, but skipped direct troubleshooting of the password recovery using the recovery key or admin interface.
R3 Partially Met Correct resolution path conf 89%
Suggested path (reset old nodes, set up new router) is appropriate for hardware migration, but failed to address the immediate need—recovering access to the current router via recovery key before proceeding.
Technical Accuracy
T1 Partially Met Technically accurate info conf 86%
Identified core symptoms (forgot password, wants to migrate), but did not ask diagnostic questions about recovery key or current admin access to determine if password could be recovered non-destructively.
T2 Not Met Appropriate tools / resources used conf 91%
Did not use available tools (e.g., guiding customer to http://myrouter.local, using five-digit recovery key process) despite clear need to recover admin access.
T3 Met No misinformation conf 97%
All technical guidance (new router setup requires new password, nodes must be reset and placed near parent) is factually correct per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Collected customer info and moved conversation forward, but did not set clear expectations at start or structure the interaction with a defined agenda.
C2 Met Confirmed understanding conf 92%
Used plain language, repeated spelling clearly, and adapted to customer’s pace during email dictation without using technical jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Offered to send a guide and create a case, showing willingness to help, but did not take active ownership of resolving the password issue or guiding migration in real time.
O2 Partially Met Proactive follow-through conf 86%
Promised to send a guide after the call but gave no specific timeline for delivery or follow-up if setup failed, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was within scope of L1 support.
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 83%
Agent was polite and professional but did not explicitly acknowledge customer frustration or express empathy regarding the forgotten password or migration complexity.
X2 Partially Met Tone & rapport conf 84%
Maintained a steady tone and repeated information when needed, but did not actively adapt to customer’s confusion about migration steps or check comprehension on key actions.
X3 Partially Met Overall experience conf 85%
Collected necessary details without repetition, but could have reduced effort by providing immediate password-recovery steps instead of deferring to an email.
Call Transcript14 turns · 15 lines
Speaker 1
Well, it's so you know. I've maybe a simple question. I have the current mesh system, which is the old system. And I've got the 6.0 system. Can you hear me? Yep, a little better now. So, uh, I haven't used the app with the old system for a long time, and I just want to kind of go over how I change over from the old system to the new system. See I forgot my router password. If I go into the downloaded app on my iPad, if I go into that, I can change the router password and that won't mess up my current Wi-Fi. Okay, so I can take the old router and reset the password on it and everything will keep working. So I can keep working. [silence]
00:00
Speaker 2
Yeah, sure. I can hear you. Can you hear me? Yes, sir, because if you're going to install the new router, it's gonna ask you to create a new password, because it's a different router. Yeah.
01:00
Speaker 1
And then when I go to uh upgrade the new one, uh what do I do? Because I've got I've got like five, five of the nodes spread across my house. So when I go to the new router, I just go to the app and follow the instructions there and and it'll automatically change over. [silence] Okay. [silence] Will I have to go back and Okay, just one more question, I'll let you go. So the other five [silence]
02:00
Speaker 2
Yes sir. Yes sir. So when you connect the old r- the new router sir, directly to your modem. And disconnect, I mean disconnect the old routers sir and connect the new one. You have to run the setup process, so you have to undergo the setup process. So you can set up a name the same as to have what you have with the old router. And then, yeah, you'll have the new system setup. I can actually walk you through the setup sir, the setup steps.
02:00
Speaker 1
Nodes that exist in the house, it'll tell me how to reset those as well.
03:00
Speaker 2
um, Yeah, for the five notes or if you want to connect them to the new one, um, you need to move them right next to the main one so that they can easily reconnect. Um, I think that you have to reset them and then reconfigure to connect the to new main router. Yes, sir. If you would like, sir, I can give you a guide. I can send it to your email, if you can provide me your email. Okay. I can also help you, sir, if you want, if you have time. Ah, Oh, I see. So, let me just gather your information, sir. I can create a case and
03:00
Speaker 1
Okay. Uh, Dean D-E-A-N and the last name is May like the month of May, M-A-Y. It's M-E-A-M-E Mars, so M-A-X-D-A-N at uh, Schaeffer, and let me spell that. S is in snake. C is in Charlie. H is in Harry, A is in apple, I is in elephant. F is in Frank, F is in Frank, L is in Larry. E is in elephant, R is in Ralph, Dot com.
04:00
Speaker 2
then I will send you the guide. All right. Um, can you can you give me your full name? OK. All right. How about your email? .h .uk? Oh, sorry. Are so again, your first name is spelled D for Delta E for Echo, A for Alpha
04:00
Speaker 1
Yep. Nope, that's right. Right. Uh, it is uh uh spectrum. Yep. Yep, no, I got it in my hand here. Let me just get to some light so I can see it better. All right. Oh boy, that's small. 38 U1 I think it's a 0M57 B
05:00
Speaker 2
is that correct or did I switch it okay all right so your email is chaffin at scofflaw.com okay and who's your internet service provider sir spectrum okay can you provide me the serial number of the new system series I can create enter it here in our system and if in case we will call back there will be no need to provide this to the next [silence] okay
05:00
Speaker 1
00030. I don't see it where it says model number on the sticker it has a Mag address and a Oh, I see it. It's a MX. Yeah, MX4200. Yep. sorry. I didn't purchase any new ones for this one. I just have my old ones. Yeah. I bought the this is the like really big one. Yep, I bought it. But I So originally
06:00
Speaker 2
I believe the model numbers here is MX 4200. There's some names here. Link's name and then below that. Okay. And how many nodes did you purchase for this new wanting? How many Linksys nodes did you purchase for this new one? Same model. Oh, I see. But this MX 4200, you said that you have you bought this one? Right? Uh huh. So, how many did you purchase or did you bought?
06:00
Speaker 1
I have 6, which is my current system, which is the, I guess the Velo 1.0. And for the 6.0, I just bought the one big system, because when I bought it they told me I could use my old nodes with this one. Okay. Nope, that's all for now. [silence] Yep, thank you for your help. Yep, I appreciate that. Thank you. [silence] Yep, you too. Bye.
07:00
Speaker 2
okay yes sir all right thank you so much for that sir so do you have any other question for me okay all right well if that's the case here um i will not take so much of your time i will send the email right after we get off the phone and if in case that you will have trouble in setting up your router please don't hesitate to give us a call back okay we'll be happy to help you you're welcome sir okay you're welcome sir and have a good one okay bye bye [silence]
07:00