V2 Rubric Detail — c88fdf68-756a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 16:34
Duration
21m 7s
Contact
754-299-5541
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall54.2% (+0.2)

V2 Grader Summary

The agent provided technically accurate guidance on MAC filtering and confirmed its effect via WPS disablement, achieving partial resolution. While full resolution requires future action by the customer, meaningful progress was made in securing the network using appropriate tools and information for the MX6200 model. No critical failures or auto-zero triggers were present.

V1 Case Analysis

Customer reported unauthorized devices connecting despite MAC filtering. Agent confirmed MX6200 mesh system and guided customer to enable MAC filtering, which disabled WPS as expected. Customer will monitor and call back if unauthorized devices reappear.

Troubleshooting Steps
  • Collected customer name, email, and serial number.
  • Identified product as MX6200 mesh system.
  • Discussed WPS functionality (misguided).
  • Guided customer to enable MAC filtering and add allowed devices.
  • Confirmed WPS was disabled as a result of MAC filter activation.
Key Observations
  • Agent initially misdirected the call by focusing on WPS instead of MAC filtering, despite the customer clearly stating the issue.
  • Customer self-navigated to MAC filter settings and enabled 'Allow Access' for specific devices, which aligns with KB guidance.
  • Agent correctly confirmed that enabling MAC filtering would disable WPS, as observed by the customer.
  • No verification was performed on the final state of the MAC filter list or connected devices.
  • Customer was left with self-monitoring and a callback plan, indicating unresolved security concern.
Positive Highlights
  • Collected customer information including name, email, and serial number ([01:00]-[04:00]).
  • Correctly identified the product as an MX6200 mesh system based on serial number and description ([03:00]).
  • Confirmed that enabling MAC filtering would disable WPS, which aligns with KB behavior ([19:00]).
  • Maintained a polite and supportive tone throughout the call.
Agent Errors / Gaps
  • Spent excessive time explaining WPS ([06:00]-[11:00]), which was irrelevant to the MAC filtering issue.
  • Failed to provide structured, step-by-step guidance for enabling and configuring MAC filtering early in the call.
  • Did not verify the final state of the MAC filter list or confirm that all unauthorized devices were blocked.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Customer confirmed WPS was disabled due to MAC filtering being enabled and successfully added a device to the filter list, indicating progress in securing the network, though long-term resolution depends on future monitoring.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent guided customer to check WPS availability in UI, which confirmed MAC filtering was active; this validated a key technical interaction, though broader diagnostics (e.g., connected devices list) were missed.
R3 Partially Met Correct resolution path conf 91%
Agent identified MX6200 correctly from serial/model clues and provided guidance appropriate to Cognitive Mesh system; while warranty status wasn't confirmed, the advice aligned with best-effort support for configuration issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (unauthorized devices) and confirmed root cause mechanism (MAC filter off), then advised enabling it; logical flow existed but lacked probing questions to confirm current settings before advice.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used the customer’s access to the web interface to verify WPS status as an indirect tool check, which provided evidence-based confirmation that MAC filtering was now active and blocking WPS.
T3 Met No misinformation conf 96%
Agent correctly explained that WPS is disabled when MAC filtering is enabled, and advised allowing only specific devices — accurate and consistent with security best practices for this model.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call control and acknowledged customer steps, but frequently responded with vague affirmations (‘yes’, ‘mm-hmm’) and failed to set clear expectations about resolution limits.
C2 Partially Met Confirmed understanding conf 85%
Agent used terms like 'WPS' and 'MAC filter' without simplification, but customer demonstrated understanding by navigating UI and confirming changes, suggesting communication was functionally effective.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed with the customer through multiple steps and confirmed successful configuration changes, but did not proactively offer follow-up or document next actions beyond 'call back if needed'.
O2 Partially Met Proactive follow-through conf 86%
Agent confirmed the customer could deny access to unwanted devices tomorrow, setting a realistic next step; however, no timeline or proactive follow-up was offered.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within agent scope and involved configuration guidance, not hardware fault or legal risk.
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 90%
Agent expressed understanding (“I see. I do get you.”) and remained patient despite customer’s anxiety and repetition, though empathy was brief and not deeply personalized.
X2 Partially Met Tone & rapport conf 87%
Agent adjusted pacing to match customer’s methodical approach, allowing time for navigation and input; repeated instructions were clarifying rather than dismissive, supporting engagement.
X3 Partially Met Overall experience conf 88%
Customer repeated serial numbers early due to ASR issues, but agent helped confirm model and guided successful UI navigation; effort was reduced by confirming WPS disablement as proof of MAC filter activation.
Call Transcript36 turns · 39 lines
Speaker 1
Hi, I just have a question about how my link this is operating. Do you want my information so you can check to make sure [silence] I'm allowed to have support? [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored for training purposes. 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 1 now. For out of warranty products, paid support the. 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. Thank you for calling Linksys. This is Ice, how can I help you?
00:00
Speaker 1
Okay, I have two. I don't know which one it is. One is 58 W10. Yes. Okay. All right. The first one is 58 W10 M2 C D 080806. Correct. Yes.
01:00
Speaker 2
yeah can I have the serial number of your licenses product? [silence] are any of the notes so long as they are the same model? [silence] right let me verify again the serial number is 58wforwhite 10mformike 2cforcharlie dfordavid 08086. is that correct?
01:00
Speaker 1
you know but the only one node is up. Um, I don't know which is the parent node. I took one end of the box and I put it up. Well, I don't know which serial number it is. You want the other serial number? Okay, it is. Hold on. Let me look. 58W010M2CD08083.
02:00
Speaker 2
You mentioned that you have two nodes. So, you have one parent node and one child node. The parent node? The parent... The parent node is the one that's connected to your internet provider, or internet? Yeah.
02:00
Speaker 1
Um, model, model. It says Wi-Fi 60 system. Um, model. I'm just looking at the box. I don't know what model it is. It's a mesh, that I know. Laura Housefelt. Yes. Correct.
03:00
Speaker 2
All right, so your links a product is model MX 6,200. Yes, it's a mesh since you have a parent and a child node. So, uh it's fine. Ma'am, uh I quote first the record for you. So what's your name? Laura, L A U R A. And your last name? [silence]
03:00
Speaker 1
tzfeld. H U S. F E L D. S E L D No, F as in Frank, S Sam F Frank. Correct C H A U S one two at AT&T net.
04:00
Speaker 2
-H A-U-S-F-E-L-D, Laura Hosford. All right, thank you, Laura. Uh, how about your email address? I assume your internet provider is AT&T. So your email address is CS12@att.net.
04:00
Speaker 1
Charles house at Charles house is C H A U S12 at att.net Charles Hausfeld. I've called a lot. No. No, I hope not. I enabled why Mac filtering I put on only the devices I want to be on the network and apparently I didn't click the box allow.
05:00
Speaker 2
Uh yes I got it correctly so hold on. Well I think um we cut a lot of tickets from you. Yes thank you for being a patron of or links is products. So your issue now is that you have no internet or your router gets your nodes get disconnected. WPS means it stand for Wi-Fi Protected Setup. WPS. When you press the WPS button on your router device starts to beep. I think you need to press the button on your router as well. So whenever you press it, it will automatically connect to your Wi-Fi name without using your Wi-Fi password. So you just need to press the WPS button and then automatically your device that also has a WPS button will connect to your network. [silence] When you press the WPS button on the back. Or you go to your configuration page, your Wi-Fi network, and it should ask you about WPS Hot right here. And you just need to enable it.
05:00
Speaker 1
Okay. I'm in the Wi-Fi Mac filtering page. I have, looking at the devices I've allowed. Now, underneath Wi-Fi Mac Filters Allow Access. Okay? It has been off. Am I supposed to click on Allow Access?
07:00
Speaker 2
you also need to press its WPS button and if they will connect with your link product and automatically that device could connect to your Wi-Fi without typing or using your Wi-Fi password so that's the use of a WPS button.
07:00
Speaker 1
Allow these devices. So that the devices that keep connecting can't. That's what I want to do. So, I've have them all listed that I want to only be allowed. How do I only allow them? How do I only allow them? That's the question because Even though I have I'm listed it, Three kept getting on every single day. So, Yes, but it's too late because I already removed the ones I don't want. So, I can't click the not allow box for them. I'll have to wait until tomorrow if they're still on. What do I do about the devices I have?
08:00
Speaker 2
So you want, let me just confirm, Laura, you want three devices to not get access on your Wi-Fi, is that correct? Yes.
08:00
Speaker 1
Today.
09:00
Speaker 2
Uh, there's no problem. Okay. There's no problem with the WPS bottom. Uh, just uh, follow the procedure, allow, uh, access on the devices that, uh, you, only want to connect to your Wi-Fi. As I've mentioned, the WPS button, it's just, uh, another way to connect to your Wi-Fi password using the WPS button. So, it doesn't really affect your allowing your devices to connect to your Wi-Fi.
09:00
Speaker 1
Officers to keep getting on? Okay, All right, I, I, I have been clicked on, WPS. A couple weeks ago, I went to advanced settings, I called, I went to advanced settings. I selected the devices that I only wanted to be on the network. And I added them. However, it continued to say Wi-Fi Mac filters off. And I continued to see three networks I did not want on, three network devices. So off needs to go, because other network devices wer getting on. So now if I clicked on allow access only, will they not get
10:00
Speaker 2
What do you mean of of the WPS button?
10:00
Speaker 1
it on anymore, and will the ones I allow have no problem getting on? Okay, what about this deny access? All Mac addresses except those in the list are allowed to join the network. Okay, so if I see them on it again, then I click I click on them and and click on deny, correct? If I see the bad ones. Okay, so I'm going to click on allow access only. It's not taking me anywhere. It's frozen. All right, let's see. I've been on so long. I'm afraid somebody's on with me. Okay.
11:00
Speaker 2
Yes. Because you only allow access to the ones you have allowed on your Lyxess app settings. Yes. Yes. I can't find it. [ silence ] On SSO. [ silence ] Sorry. Yeah. [ silence ] Okay. Yeah, I'm on the access deny. [ silence ] [silence] Which device? [silence] [silence ] Device contribution. Uh-huh. Yeah, you're gonna [silence ] to that. [silence ] [silence ] [sound of typing] [silence ] [silence ]I don't know. The device, right? Yeah. 521.
11:00
Speaker 1
Okay, my, my link just stopped working, I'm afraid somebody I didn't want to be on it was on. Okay, that that's that and then they go for the passwords. That's a problem. I don't, well, yes, they get in, yes. No, what they're actually, no, what they are now doing,
12:00
Speaker 2
To right track Lara since you're already in the advanced Wi-Fi settings and you're under Wi-Fi MAC filter. So, you just need to enable your Wi-Fi MAC filter and then allow access or to devices you want to connect to your Wi-Fi, or deny access to devices that you don't want. Well, uh, that's Laura, uh I don't think uh your linksys router stop working because someone get in. I think uh maybe it's your internet connection that disconnected temporarily and that's why your linksys router shut down. Mm-hmm.
12:00
Speaker 1
[KEEP_UNCERTAIN] and I told this to another person, there is a device, Amazon sells called an Echo Show F67. It is used to connect your home Wi-Fi to your car Wi-Fi. And somebody, I mean, I had an altercation with them, they were outside my home the other day. They use it to connect to my home Wi-Fi and to my car Wi-Fi. And it is extremely upsetting. So they're getting on the Wi-Fi that way. I've closed down my Amazon account. Um, okay, I'm I'm putting in the password again. Okay, let me put in the password again. Hold on. I have to remember what it is, and I just temporarily forgot it. Hold on, okay.
13:00
Speaker 2
I see. I see. I do get you. Yes. [silence]
13:00
Speaker 1
and . I . I can't connect the cameras . So if I change everything , then the cameras don't work. So I hope nobody's on here. Okay, I'm I let me just look to see who's actually on the internet network now. Just the watch. I need to add the watch onto before I do anything. So, how do I add the watch onto? Let me write this down. I think I can add it on and start writing it down. You're still there, I hope? Yes. Oh good.
14:00
Speaker 2
Yes. Uh, as I've said, it's very easy since the link is our present instructional guide on how to allow access on devices that you want to connect to your Wi-Fi. And how to deny access to devices that you don't want to access your Wi-Fi.
14:00
Speaker 1
Okay, that I think I understand, um the adding and denying, and that is extremely helpful. Now, the arrow is not working. Okay. So, the watch is offline. I'm going to refresh. I don't think the watch is going to come back. But at least I know the address. Okay, so I'm going giving me a problem. Okay. I'm going to advanced settings again. And I'm going to the Wi-Fi Mac filters. I'm going to edit and select from device list and I'm going to add the watch. Clicking on done. Okay, so the watch is now here. That was easy. You're right. So, now I'm going to on the same page where all my devices are listed, I'm going to change off to allow. [silence] how access. And I'm going to click save. Now, tomorrow, any devices that show up, I'm going to click deny. I'm going to tag them and I'm going to click deny. Okay, I'll probably be calling tomorrow. Okay. I think this is going to be a cat and mouse game with them, but so be it. Okay, so, um, there were, let me just double check the devices again, one more time. It says offline devices. Oh, the watch is not currently online. Okay, it goes off. Okay.
15:00
Speaker 2
Mm-hmm. Yes. Yes. Yes. Yes. Yes. Just add. Yes. Uh, just add them to the list, uh, that you want to deny access. Um, eventually, they're, they won't be able to connect again to your Wi-Fi. Mm-hmm.
16:00
Speaker 1
Okay, but it's been added. There are now two offline devices. Okay. Okay. The house lock is currently off. I don't know why. I'm gonna, let me just write this down. Because this is what happened the other day: somebody disconnected the alarm. Okay. one, two, three, four, five. Okay, there's only five here. Let me go and look at the what do I go and I look at? Hold on. I'm going to go look at the MAC filter page. And the Lakely is here on the MAC filter page. Okay, so I don't know why it was offline. Currently this makes me, now there are three devices offline.
17:00
Speaker 2
Okay. Laura, I can also suggest you to go to your Wi-Fi settings, and then on your app, Plinx's app, to go to your Wi-Fi settings and then click on advanced, I mean, at the bottom of the Wi-Fi settings, can you see, connect a device with WPS?
18:00
Speaker 1
okay, I'm logging in okay okay I'm going to advanced advanced settings where... okay Wi-Fi settings okay I clicked on it and it says WPS is not available because of one or more of the following settings Mac filter enabled so does that mean I was successful?
19:00
Speaker 2
are under this app now? Uh, go to Wi-Fi settings. No, go to Wi-Fi settings. Uh, just Wi-Fi settings. And once you're on the Wi-Fi settings, you can see Wi-Fi name, Wi-Fi password, at the bottom there's a connect a device with WPS. Can you click on that? Yes, you were successful. So, since you were able to uh, add on the list of devices,
19:00
Speaker 1
[silence] Okay, right. Okay. Okay, good. I'll keep checking and if they do, I will deny but I am sure I'll be calling you back again. I'm sorry. I must be a pain. [silence] I'm just, Okay. Thank you so much for helping me. Yes, we're finished. Thank you. I greatly appreciate your help. Okay. Bye bye.
20:00
Speaker 2
You want to allow access to your Wi-Fi and also made a list on the devices you deny access. Yeah. It's good that you're showing that your WPS is disabled, right? Mm-hmm. So we just confirm that. So you don't have to worry anymore. So those devices will no longer connect to your Wi-Fi. All right. Yes. Yeah. Sure. You can always. No, it's fine. It's always a pleasure for us to assist you. You can always call us back again for assistance. All right, so that is that? It's my pleasure to be. You're welcome. Thank you also for calling in. Yeah, thank you also. Thank you and have a good time. Goodbye.
20:00