V2 Rubric Detail — c59384de-7562-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 15:37
Duration
23m 46s
Contact
Carl Atzbach
Issue Type
Access Point Mode
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135506
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding a CN
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall54.9% (+2.9)

V2 Grader Summary

The agent correctly identified the need for bridge/access point mode to avoid a double-router conflict. However, the agent failed to provide the actual configuration steps to implement this mode and prematurely closed the call claiming the Wi-Fi was extended without customer confirmation.

V1 Case Analysis

Customer attempted to use MX2000 as an access point to extend Wi-Fi from ISP gateway (SDG8612). Agent advised bridge mode setup but incorrectly assumed success despite customer reporting no SSID broadcast. No resolution achieved.

Troubleshooting Steps
  • Collected customer name, email, model (MX2000), and serial (SDG8612).
  • Identified ISP gateway (SDG8612) as primary router.
  • Advised connecting MX2000 via Ethernet and setting to bridge/AP mode to avoid double-NAT.
  • Confirmed solid-blue LED on MX2000 ([14:00]).
  • Asked customer to check for default SSID in Wi-Fi settings.
Key Observations
  • Agent correctly identified the need for bridge/AP mode to avoid double-NAT with the ISP gateway ([08:00]–[10:00]).
  • Customer explicitly stated the default SSID was not visible ([17:00]–[18:00]), yet agent proceeded to close the call as resolved ([23:00]).
  • No verification of bridge mode configuration, SSID broadcast, or DHCP settings was performed.
  • Call ended without escalation, case number, or follow-up despite unresolved issue.
Positive Highlights
  • Correctly diagnosed the need to set the MX2000 to bridge/AP mode to avoid double-NAT conflict with the ISP gateway ([08:00]–[10:00]).
  • Collected essential customer information (name, email, model, serial) early in the call.
  • Maintained a polite and professional tone throughout the interaction.
  • Correctly interpreted the solid-blue LED as indicating the device was online ([14:00]).
Agent Errors / Gaps
  • Prematurely concluded the issue was resolved despite customer reporting no Wi-Fi broadcast ([23:00]).
  • Failed to verify or guide the customer through enabling Wi-Fi broadcast or confirming bridge mode settings in the router interface.
  • Did not provide next steps or escalation path after the customer confirmed the network was not visible.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent claims 'it's working fine and your Wi-Fi is extended' but customer never confirms successful broadcast or connection to MX2000; issue remains unresolved as Wi-Fi not visible on devices.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified double-router conflict and recommended bridge mode, but did not guide customer through actual configuration steps or verify outcome.
R3 Met Correct resolution path conf 95%
Agent correctly advised setting MX2000 as access point due to incompatibility between different router brands, aligning with KB guidance on topology conflicts.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent diagnosed symptom (no Wi-Fi broadcast despite solid blue) and determined root cause: MX2000 operating as standalone router instead of access point.
T2 Met Appropriate tools / resources used conf 85%
Verbal troubleshooting was appropriate; no remote tools needed as issue was conceptual (mode misconfiguration), not diagnostic.
T3 Partially Met No misinformation conf 90%
While the recommendation for bridge/access point mode is correct, the agent claims 'Solid Blue means it's online' (15:00) and therefore 'it should be broadcasting a wi-fi' (16:00). Per universal_mesh_node_management.md, solid blue means the node is 'paired to the network and ready to use', but the agent fails to provide the actual configuration steps to enable the access point mode, leading to a situation where the device is 'online' but not functioning as intended for the customer.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent initiated verification but lost control during long silences and failed to clearly frame next steps or transitions in setup process.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'bridge mode' and 'solid blue' without confirming understanding, but did attempt to explain implications of access point setup.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and attempted resolution without deflecting responsibility.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up commitment provided; agent closed call without verifying successful implementation.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this configuration issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but did not explicitly acknowledge customer's surprise or confusion; empathy was procedural, not personalized.
X2 Partially Met Tone & rapport conf 80%
Agent continued explanation despite customer's uncertainty, but did adjust slightly by suggesting alternative device check; engagement was limited.
X3 Not Met Overall experience conf 90%
Customer had to repeat model/serial info, was asked to manually scan Wi-Fi networks multiple times, and left to self-diagnose without agent-side verification.
Call Transcript41 turns · 44 lines
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Welcome to [silence] support. [silence] [silence] To ensure quality of service, your call might be monitored. [silence] [silence] For in warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device's serial number ready. [silence] For assistance, press one now. [silence] For out-of-warranty products, paid support may be available depending on your issue. [silence] To hear more about your service options, press two. [silence] Please select from the following options. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. [silence] Please have your device's serial number ready. [silence] For assistance, press one now. [silence] For out-of-warranty products, please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. [silence] For out-of-warranty product,
00:00
Speaker 1
Hi, this is Carl. Yeah, and I'm calling. I'm trying to set up a Linksys not with the router. It doesn't see a router. Please. Yes. Carl with the C. Last name is Bach. O Z S P a C h. [silence]
01:00
Speaker 2
All right. Good evening, thank you for calling Linksys technical support. My name is Dillon. How can I help you today? great. We're going to try to set up a new router. Great. Al right. So let me just run some verification with you, sir, and gather information about your Linksys router in order for me to proceed further. So, let's start with your full name, sir.
01:00
Speaker 1
A. as in boy, A. C. H. [silence] A. T. Z. B. A. C. H. [silence] A. T. Z. B. A C. H. at S. B. C. global dot net. All right, so that's uh, change it. Correct.
02:00
Speaker 2
I'm sorry. That's AZ YZ mm-hmm. A.C. State. Mm-hmm. M. h. Oh, okay. So it's and H. All right. Thank you so much for that one, sir. Carol. about your email address. All right. So that's uh your last name at SP global.net. Got it. And let me verify.
02:00
Speaker 1
three four three five three yes it's an MX 2000 MX 2001 five zero G as in dog one zero M as in Mary two nine C as in Charles two one six two zero
03:00
Speaker 2
Yeah, 3433. OKAY, now, can you provide me with the model number and the serial number of your Linksys router? I'm sorry, it's... Oh, MX2000. OKAY. And can you also provide the serial number, please? Okay. Let me just repeat that. It's 5-0-D-1-0-M-29...
03:00
Speaker 1
six two zero child yes one child [silence] [male speaker] [silence] Just a router, a child. [silence] The router is a model. [silence] S for Sam. D for Dog. G as in George. Dash 8612.
04:00
Speaker 2
6 2 1 6 0 6 2 0 okay got it thank you so much for that answer I know how many nodes do you have? just one? oh okay I mean one child okay so how how many nodes in total do you have? let me know what your router's model? uh huh the main one
04:00
Speaker 1
does, uh, CORRECT. checking there and it might be a it's. [silence] Okay. this is like. is this correct. [silence] there's a modem and a router, yes. It's a gateway.
05:00
Speaker 2
[silence] that's SDG 8612. Hmm. Okay, let me just check the main router that you have right now, sir, cuz I don't think this would be compatible with uh the MX2000. Is this is this like um is this where your internet is coming from? Like, is this your modem? But this one is your modem. Oh, okay, so it's a gateway. I see. All right, um, May I know who is your internet service provider, by the way? I'm sorry, that's PDM. Oh, okay. PDM fiber. All right. Okay, so as for this one, since you have a gateway, you need to hook it up. I mean your router, not the main router, but the Linksys router that you have, the MX2000. You need to hook it up hardwired to the modem router. Okay.
05:00
Speaker 1
[silence] And when you say connected, are you talking about at the modem or at the router itself the connection? yes. [silence] them, EOR, SPG, or SPX related. So two drivers, the negativeagia, they will have contracts. I believe the other one won't be able to that contract. Others ones. Right. Oh, okay. Okay, so you're basically A
07:00
Speaker 2
So I set up Orbi as the router. So technically, two routers connected to each other will have conflict. So it will basically make the other one, that won't be able to get internet. So you need to set up the other one as an access point instead of a child node because they are actually not compatible with each other because they have different hardware and they don't have the same manufacturer.
08:00
Speaker 1
The MX 2000 is router in itself then. say uh-huh. I see. Well, it used to be hooked up to a DSL, uh, but I thought there was a router that, uh, the MX 2000 connected to. So. Yeah, uh-huh. Ah, sure. All right. Thank you. Yes, sure. Sure. Okay. Okay. Inst- instead of it.
09:00
Speaker 2
sir yeah that's also our router mm-mm mm-mm yeah so uh basically sir you can uh you can connect two routers because they will have conflict mm-mm but you can you can set the MX 2000 uh as a an access point instead for you to have it uh working mm
09:00
Speaker 1
Instead of connect instead of using the SDG 8612, you're saying use the Incest câble. [silence] Oh, well, I just ___ did lose s, uh, did I did I just give me two different Wi-Fi Luke? Set up uh, [silence]
10:00
Speaker 2
Um, no, sir. Like, if you want to use the SDG as your main router, you can still use the MX 2000, but you need to set it up as, I mean, in bridge mode, not as a router. Well, so, um, basically, it will not be, um, a standalone router, so it will be set into bridge mode, so it will serve as an access point instead of, uh, a router.
10:00
Speaker 1
Yeah. what access points, as you call it? uh, yeah. gotcha k. Is there a, is there a, is there an advantage to that, as compared to just, and doing the, [silence] Yeah, basically that's the, same, thing. [silence] Well, Basically,
11:00
Speaker 2
Yeah, it will, it will actually give you a, different, um, network. But you can also, you know, use the same SSID and password. Mhm. So, which I like is... Well, actually, there, there isn't... There is no advantage to it. It will just have... Um, it will just give you an extension of your internet. But basically, uh, you won't be able to utilize the features of your main router unless you have the same products. So that you can connect the two together.
11:00
Speaker 1
Okay. Well, my goal was to extend my Wi-Fi. Actually, it's just a limited distance. It's adequate, but I just thought, I've already got the Linksys hardware, but I'd utilize it. So what is involved to do what you're describing? Yeah. Um, it's just sat up as an access point. Uh, so we're just, um, adding a firewall and adding another access point.
12:00
Speaker 2
How does it work? Oh, it's uh, so since it's set up as an access point, well, it will just be dependent on the internet and the features will not
12:00
Speaker 1
Okay. What features are you talking about? Okay. They come, I will say. Okay. Okay. Well, Um, uh, sure. If it's We'll see what happens.
13:00
Speaker 2
literally utilized. like the feature that came from your main router I would say mm, would you like to configure your MX 2000 sensor. okay. alright, so uh for this one you need to have an additional ethernet cable
13:00
Speaker 1
Okay. It has a connected to. Yes. It is. It's blue. Yes. Did you just want to do it? [silence]
14:00
Speaker 2
[silence] I connect it to the uh main router SDG. All right. [silence] All right, so um now uh can you tell me what's the light indicator showing on your main router? I mean, on your child node, your MX2000. There's a solid blue. Did you just plug it in? That it remained solid blue. [ Silence ] Actually sir, the Solid Blue means it's online. To setup the default WiFi name, but are you connected to the WiFi of the Linksys? Can you go to your phone's setting and go to WiFi setting?
14:00
Speaker 1
Yes. Yeah, I've got an internet connection with the phone, yes. No, I don't know what you're referring to there. Yes. Yes. Yes. I just your terminology says that the lynxy.
16:00
Speaker 2
alright from the lynx yes um since it's showing solid blue light sir it means it's connected so um if if it's showing solid blue then it should be broadcasting a wi-fi as well so can you go to your wi-fi please your wi-fi settings and you look for the default wi-fi name that is broadcasted by the linksys [silence]
16:00
Speaker 1
is broadcasting and I don't I'm not sure I'm not confident that that's happening I think I'm just getting the router off of uh fium yes there's no wife okay the default wi-fi name is underscore
17:00
Speaker 2
Yeah, can you check underneath the device, the Lexus MX600, MX2000? out of the device, and see what's the default Wi-Fi name there. I'm sorry? Mm-hmm.
17:00
Speaker 1
V as in Victor, H as in Edward, L as in Lincoln, O as in Ocean, T as in Thomas, P as in Paul, S as in Sam, T as in Tom, CE5 [ silence ] No, it's not seeing that. I can add it.
18:00
Speaker 2
[silence] the name sir. You look for that on your available network through your phone. It's not seeing it?
18:00
Speaker 1
no i did okay no it does not list is it not broadcasted not that i can see no quite unusual that it's not. uh did uh you have any other devices you can use yeah just run the uh
19:00
Speaker 2
Can you try to turn off your Wi-Fi and turn it back on and try to refresh the available networks? It's not broadcasting. Because it's quite unusual that it's not broadcasting when it's so solid blue. Okay. Um, do you have any other devices you can use to check if uh, the Wi-Fi is working?
19:00
Speaker 1
I can go to a laptop. [silence] Yeah, just out of curiosity. [silence] It uh I it might
20:00
Speaker 2
Unknown - Ooh, Broadcasting.
20:00
Speaker 1
when I originally, when it was on DSL before, the Wi-Fi Name was ZYXEL06969. and that's what appears. is that what it's, is that what it's broadcasting? uh, I don't know why that name or that came from, but originally, this, this equipment was set up on a DSL Wi-Fi before and router, whatever that, and it had a name. and that's what's that's what's appearing and that's what my laptop appears to be connected to. [silence]
21:00
Speaker 2
Mm-hmm. Mm-hmm. I'm sorry. what was the name? Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. So that's (silence) develop setup. I mean the MX Transcribe.
21:00
Speaker 1
Yeah, it probably is. No, no. It was set up under DS4. Okay. Okay. Well, fact, okay. Yeah, if that, yeah, that's fine. I, I'm a little surprised. much. Much. Oh. Huh. Okay. Okay. [silence]
22:00
Speaker 2
mx2000 is named.
22:00
Speaker 1
Sure I, all I was trying to do extend my uh uh Wi-Fi. Uh appears to have done that. Okay, great. All right. Well, we'll see how this does. Thanks. All right. Thank you. I ah just a little surprised. Okay, thank you much. Have a great day. Good golly. Good talking with you. Bye-bye. Bye.
23:00
Speaker 2
Carl yeah mm-hmm. Actually uh it's uh working fine and uh your Wi-Fi is extended. all right, sir. No problem. So just don't hesitate to give us a call back in case you need further assistance. all right. all right. you're very much welcome sir and thank you. So thank you as well for calling links. just have a great day. Take care. Bye for now.
23:00