V2 Rubric Detail — c5bd3496-809d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 22:37
Duration
9m 33s
Contact
816-564-6120
Issue Type
Port Forwarding
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00136621
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication1.25/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall21.2% (-34.8)

V2 Grader Summary

The agent identified key technical factors (IP pass-through, double-NAT) but provided inaccurate information (invalid IP address) and failed to conduct meaningful troubleshooting or guide the customer through resolution. Communication lacked structure and empathy, ownership was minimal, and no escalation occurred for a complex unresolved issue. The call ended with an unrealistic follow-up timeline, resulting in partial progress but no resolution.

V1 Case Analysis

Customer unable to open ports for Crestron app behind AT&T BGW-320-500; agent explained IP-pass-through behavior but provided no actionable port-forwarding steps. Promised email follow-up with instructions.

Troubleshooting Steps
  • Explained IP-pass-through/bridge mode behavior of AT&T BGW-320-500
  • Clarified private IP assignment (192.168.1.x) and risks of IP changes
  • Confirmed modem interface shows IP-pass-through status
Key Observations
  • Agent correctly identified and explained BGW-320-500 IP-pass-through behavior per KB (universal_double_nat.md)
  • No actionable port-forwarding, DHCP-reservation, or DMZ configuration steps provided despite customer requests
  • Call concluded with email promise rather than verified resolution or follow-up appointment
  • Agent maintained professional tone but technical explanations lacked concrete implementation guidance
Positive Highlights
  • Accurate explanation of AT&T BGW-320-500 IP-pass-through behavior aligning with KB guidance
  • Clear recognition that IP changes would disrupt connectivity behind the modem
  • Professional tone and willingness to provide email follow-up assistance
Agent Errors / Gaps
  • Failed to provide specific port-forwarding or DMZ configuration steps for AT&T BGW-320-500
  • Did not verify customer access to router UI (192.168.1.1) before discussing configuration
  • No model/serial collection for Linksys devices despite being required for protocol compliance
  • Ended call with unconfirmed email follow-up without setting expectation for follow-up contact

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ends call without fixing port forwarding or confirming NAT type, leaving customer to self-resolve. Customer still reports ports closed and inability to connect automation apps.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identifies double-NAT and IP pass-through as factors but offers no actionable troubleshooting steps like checking bridge mode settings or port forwarding rules. No diagnostic steps guided to customer.
R3 Partially Met Correct resolution path conf 88%
Agent acknowledges IP pass-through behavior and suggests bridge mode is already active, but fails to guide customer through correct resolution path for port forwarding in this topology (e.g., how to configure port forwarding under IP pass-through).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identifies symptom (closed ports) but fails to apply logical diagnostic process; asks no diagnostic questions to verify current configuration (e.g., bridge mode status, DHCP settings) or isolate root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — agent relies solely on customer description without remote session, admin UI inspection, logs, or prior case data. Agent does not request verification of modem/router interfaces.
T3 Not Met No misinformation conf 98%
Agent provides materially incorrect information: references invalid IP '192.168.1.1.2' and conflates IP pass-through with bridge mode, claiming 'if you change the IP it will go down,' contradicting KB guidance on AP/bridge mode configuration.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacks clear framing, transitions, or structure — agent uses filler words ('Okay. Okay.') and ends abruptly with 'you'll be receiving it in a month' without summarizing next steps or setting expectations.
C2 Partially Met Confirmed understanding conf 84%
Agent uses technical terms (IP pass-through, DHCP, public/private IP) without simplification, but customer demonstrates understanding and follows along, asking relevant questions. Agent does not consistently check comprehension.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent offers to send email for follow-up but does not take full ownership — no commitment to active case handling, only a vague 'you'll be receiving it in a month' promise without defining accountability.
O2 Not Met Proactive follow-through conf 95%
Agent states 'you'll be receiving it in a month' — an unrealistic, unprofessional timeline with no defined next steps, owner, or follow-up plan, forcing customer to drive resolution.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced during the interaction; this appears to be a first-time contact or the agent did not utilize any case history. Agent initiates as a follow-up but provides no continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Complex port-forwarding issue remains unresolved; agent fails to escalate despite the problem requiring higher-level support (e.g., IP pass-through configuration nuances, double-NAT resolution) after minimal L1 effort.
E2 Not Met Escalation prep & handoff conf 93%
No escalation executed — customer not informed of escalation path, team, or expected response time. Agent defers to an email 'in a month' without escalation details or handoff context.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent remains polite and responsive, and customer ends positively ('You're the best'), but agent fails to explicitly acknowledge customer's frustration about automation failure or repeated issues.
X2 Partially Met Tone & rapport conf 85%
Agent maintains steady pace and keeps customer engaged through follow-up questions, though technical focus occasionally overwhelms customer ('Oh no bull shit'). Agent does not fully adapt communication to emotional state.
X3 Not Met Overall experience conf 94%
Agent increases customer effort by deferring resolution to an unspecified email 'in a month' without providing immediate actionable steps to open ports or verify bridge mode, leaving customer to self-resolve.
Call Transcript16 turns · 18 lines
Speaker 1
This is links is technical support calling. This call is recorded for quality assurance. Uh, Hi, Phillip, this is followform links is custom assurance team level two. And, uh, yes, this is just a quick um conversation with Philip. OK, cuz, um, mostly it's going to be on the AT&T. And then, uh, how was it? Were they able to uh open the ports, sir? Hmm. Yes. Yes, it's correct. Hmm. Okay.
00:00
Speaker 2
[silence] What [silence] Oh hell no. And then they started blaming you. Well I hear it's because of a third party app. Oh no bull shit. It is not because of a third party app because level two technical support had me disable it. It's set up in a bridge mode. It is no more than a uh it's just it's no more than a switch. That's all it is. It's a switch. [inaudible] [inaudible] and I unplugged it out of the back of the CGW 452 and I plugged it down into the network.
00:00
Speaker 1
Okay. Okay. Okay. [silence] Okay. Yeah, the reason I called back earlier, 'cause pretty much that's it. device working fine for years, you need to open the ports. Yes, you have to because they are 2D HCP. So, I think you don't have to open it anymore when we have only one DHCP and that is the AT&T. So I'm not sure if that's a requirement for that device, Philip, but if it is, then it has to be opened.
01:00
Speaker 2
Oh, yeah. Yeah. And you can't open them. Because if you go on port forwarding, and you check to see if that port is open, it's not open. It's closed. It times out. So my apps, they don't connect. So when I go to connect the Crestron app to like turn lights on or off or do whatever I need to do, can't do it, can't set the alarm. So everything has to be done manual again, which is fine for now, but it's like, you know, you put all this automation in here, and one dumb little modem is holding it all up. That's not good.
02:00
Speaker 1
Okay, um, uh, it just, uh, for um, reference uh for us, the level two, that um, whenever um, a node is plugged into um, gateway, modem and you want to change the IP, it can't be changed or it will have a conflict to it because um, the um, this particular model, uh, modem has IP pass through. [silence] So, uh, it took a while for us to identify that and realize that, okay, you don't have to, if you can't change the IP and, um, the gateway has a DHCP, then why not have the links into a bridge mode, uh, so that the AT&T will serve us the DHCP provider. So, uh, I have to quit. Mhm. Yeah, I'm still processing those and UBT understand why that is. Okay, thank you. All right.
03:00
Speaker 2
Oh, no. So you're creating a ticket for that. But here's my next question. I'm going to go home and I'm going to have.
03:00
Speaker 1
Okay. That's still, um, that's very familiar with that, uh, IP pass through. Okay, that is also a IP pass through, by the way. So, um, you can have it on a DHCP, same thing, and then you can just give it a shot, okay, if you can open the ports for that. Okay? Mhm. Mhm. It's not really that a problem, it's just that, um, it's a product designed by that, uh, BGW. Okay, because, um, the, uh, it's like this. Welcome
04:00
Speaker 2
Got the same problem. I was going to work on it tomorrow, but I can't. I'm going to work on it the next day. So I have a BGW-320-500. It's a AT&T router. and does it work? Okay. Okay. I'll try to do that and I'll try to open the ports because that's what I'm going to work on next. It's basically setting up the exact same system that we did with a different modem. I just didn't know. Do you ever have problems with that or no? Uh-huh.
04:00
Speaker 1
uh, plane modem is receiving an ip address from the internet service provider, it starts with 72th these are public ip address. Now for this type of model from BGW um, they give that it's a public ip address. However, in the the modem side, it um, uh gives out a private ip address. uh, in your case, the 192.168.1.1.2, right? You can assign it there. So, um, is this that the link says when it's connected to a ip pass through uh device, uh you cannot change the ip address because it will go down. So, um, uh, that's kind of it's is not a problem, it's just that uh this is how it behaves whenever um the length is is connected to this type of modem. So, um, and as uh as a lesson learned
05:00
Speaker 2
Ok, ok. So what should I do at my house? Should I put it into a bridge mode there as well?
05:00
Speaker 1
Uh, for the BGW, the option there is called IP pass through, okay? So, the only way you can, yes, exactly. Exactly. That's why when you, I saw the the um interface of that, oh, this is IP pass through. Um, it's it's already in the bridge mode, but uh that type of modem, I mean that's, LINT modest, is just that um, it's how it's designed sir. Okay? So, um, I'd like if you notice for the Lynx is when we set it to bridge mode, the bridge mode is really a bridge mode, right? Um, it, it's totally off. You've seen the the the interface of the the paired node. You don't uh see much options there because the DHCP has been disabled. So, for this type of modem, the bridge mode is a, in a uh, it how do I describe this? I've researched this one way back
06:00
Speaker 2
that's- that's what i had on this one too they're both made by the same company the
06:00
Speaker 1
it um sees the public uh uh public IP address outside but within the router or the device is connected to it they receive a public I private IP address so um yeah and uh somehow if links this is connected to that um IP pass through uh as apparent node or a router um if you want to change the IP address it's gonna go offline because it recognizes the private IP behind the modem instead of the the public IP address that is being uh communicated to the ISP or to the internet service provider so is that a problem is this that um okay okay well that would be all Philip okay um yeah I um I I think you still have my email okay uh if you have any questions um then um uh you can uh uh email [silence] Let me, okay, so that I can call you right away. Um, it's gonna be, uh, yeah, I'll just send the email to you right now, okay, and then, uh, yo, you can communicate there. Just a very short email. Um, uh, it's going to be from linksys, uh, just a there. Okay. Just send it right now, okay. All right. Um,
07:00
Speaker 2
Okay, so let me double check and make sure I got it here. Let me, let me pull it up or actually here, I'll write it down here. What's your number? So in case I need it, I'll call you or do I need to email you? Okay, let me sit here and I'm going to wait for right here. Very cool. That'll work. I mean, the email address you sent it to, is it the specials at SunCityInc.com? Let me see. X2000 set up. This is your ticket number. Donna, um, and this is I'm trying to look okay. [silence]
08:00
Speaker 1
You'll be receiving it in a month, okay? So, um, yeah, that would be all, Phillip. Okay? And, um, yep, um, just, uh, email me, okay? And then that way I can reach you. All right. Okay, bye now. [silence]
09:00
Speaker 2
You're the best. You got it, boss. I'll talk to you soon.
09:00