V2 Rubric Detail — cc98fd3a-7982-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 21:36
Duration
20m 46s
Contact
Amanda Cart
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136084
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Guest access issue

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall47.5% (+11.5)

V2 Grader Summary

The agent failed to resolve the guest network issue by providing an undocumented and unsupported technical fix (disabling IPv6), which contradicts the troubleshooting paths in universal_guest_network.md. No meaningful diagnostics were performed to identify the root cause, and the agent provided inaccurate explanations regarding IPv6 functionality. While call control and ownership were strong, the technical execution was fundamentally flawed.

V1 Case Analysis

Guest Wi-Fi appears but devices cannot connect. Agent advised disabling IPv6 under Connectivity → Internet Settings. No verification of guest network enablement, password, or isolation was performed. Customer to test later and call back if needed.

Troubleshooting Steps
  • Guided customer to log into router web UI
  • Navigated to Connectivity → Internet Settings → IPv6
  • Instructed to uncheck IPv6 and apply changes
Key Observations
  • Agent advised disabling IPv6 as a fix for guest Wi-Fi connectivity, which is not supported by the KB and has no documented relationship to guest network functionality.
  • Agent failed to verify basic guest network settings such as enablement, SSID, password, or guest isolation — all of which are standard troubleshooting steps per universal_guest_network.md.
  • Agent incorrectly claimed that IPv6 is a 'reserved IP address IPv6 for max out' and that disabling it improves guest network traffic, which is factually incorrect and misleading.
  • Serial number and model were misheard and incorrectly repeated by the agent ([09:00] 'five zero uniform one zero mari one seven David zero nine two four three'), indicating poor attention to detail.
  • Agent did not confirm whether the customer could access the router UI before proceeding, nor did they confirm the customer's environment (e.g., ISP, firmware version).
Positive Highlights
  • Agent maintained a polite and professional tone throughout the call.
  • Agent correctly guided the customer to access the router web UI at the local address (implied by context).
  • Agent acknowledged the customer's off-site status and set a reasonable expectation for follow-up testing.
Agent Errors / Gaps
  • Provided materially incorrect technical advice by recommending disabling IPv6 to fix guest Wi-Fi connectivity, which contradicts KB guidance and lacks technical basis.
  • Failed to verify core guest network settings (enablement, password, isolation) as required by universal_guest_network.md.
  • Misrepresented IPv6 functionality, claiming it is a 'reserved IP address for max out' and that it affects guest network traffic, which is false.
  • Misheard and incorrectly recorded the serial number and model number, risking case documentation errors.
  • Did not collect essential information such as ISP, warranty status, or confirm remote access capability before proceeding with troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested disabling IPv6 but never verified if guest network connectivity was restored; issue remained unresolved by end of call.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent guided customer to check guest network settings and proposed a configuration change (disable IPv6), but skipped core guest-network diagnostics like password, DHCP, or isolation settings.
R3 Partially Met Correct resolution path conf 85%
Agent attempted a resolution path (IPv6 disable) without first determining product status or validating it as a known fix; however, did not dismiss customer and offered actionable step.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identified the symptom (guest network spins) but failed to ask any relevant diagnostic questions to isolate the root cause, such as verifying the password, device types, or checking if the issue persists across different bands.
T2 Not Met Appropriate tools / resources used conf 90%
Agent relied solely on verbal guidance for UI navigation. The agent failed to use the authoritative KB (universal_guest_network.md) which lists specific troubleshooting steps for 'Guests cannot connect or get an IP address' (e.g., rebooting router, forgetting network, verifying WiFi standards).
T3 Not Met No misinformation conf 95%
The agent recommended disabling IPv6 to fix a guest network connection issue. This is not a documented fix in universal_guest_network.md or any other provided KB. Furthermore, the agent claimed IPv6 is a 'reserved IP address... for max out' and that disabling it 'helps the traffic of the internet,' which is technically unsupported/incorrect based on the provided documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control throughout, guided customer through steps, managed transitions smoothly, and confirmed understanding before closing.
C2 Partially Met Confirmed understanding conf 83%
Agent used technical terms (IPv6, connectivity tab) without simplifying; did not consistently confirm customer comprehension of changes.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and offered continued support if needed.
O2 Met Proactive follow-through conf 94%
Agent set clear next step: disable IPv6, test later, and call back if needed — with realistic timeline and ownership.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 89%
Agent remained polite, patient, and solution-focused throughout, even when customer expressed uncertainty.
X2 Partially Met Tone & rapport conf 82%
Agent maintained steady pace but did not adapt explanation depth to customer’s apparent unfamiliarity with IPv6 implications.
X3 Partially Met Overall experience conf 84%
Customer was asked to perform UI navigation and changes, but agent provided clear verbal guidance; no unnecessary repetition occurred.
Call Transcript23 turns · 24 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Hi, I was calling, I'm actually an MSP supporting my client and we are calling because the guest Wi-Fi network that we have configured on our Linksys router is not working. Like it's showing up for people to be able to select it but when they select it, it just spins and spins and spins and never lets them connect.
08:00
Speaker 2
Thank you for calling Luxist. This is May. How can I help you? Ah, okay. We've seen that issue with our old routers, which is part already.
08:00
Speaker 1
Yep. Serial number is U-0-00-17-D92 for three. Yeah. Um, it's support at IN S Y T E C G.com.
09:00
Speaker 2
So that's five zero uniform one zero mari one seven David zero nine two four three. Is that correct? [silence] Okay. Mhm. This is an MR20EC that you're calling for. What's your email address?
09:00
Speaker 1
[silence] Sure, Amanda Clark. Um, great question. Sorry, give me one second. Uh-huh. [silence] Yeah, I can get you that information. I just don't have it off.
10:00
Speaker 2
Okay. And what's your first and last name? I just need to create a record here. Amanda Clark. And who's your Internet service provider? [silence] It's okay if you cannot see it right now or if you cannot tell me right now.
10:00
Speaker 1
top of my head I'm trying to find it and I'm not seeing it readily available but I can get it for you. No, we want it on and operational. The only note I have here is internet provider is MHCV, which I don't recognize. So maybe that means something. No, Mike Carl Tango Victory. Um, I'm not sure how to...
11:00
Speaker 2
Okay. Do you want your guest network instead to be turned off? Okay. All right. So yup. Uh whenever your your guest network is it showing an open network? [silence]
11:00
Speaker 1
Tell that are you able to walk me through that yeah okay I do and I can get myself into the router settings give me one second I got.
12:00
Speaker 2
I will just walk you through instead to the user interface of your router and then you will see your configuration under guest section, guest network. So do you have a computer or iPad? [silence] Let me know once it's ready.
12:00
Speaker 1
Yeah let's soft and loading. Okay I'm in there and the guest access. Okay Now what you would like me to do? correct. Yep.
13:00
Speaker 2
Okay. you're log in to the Web user interface of the router. Okay. So perfect. So under guest network, it's already turned on, right? And you have your own password. Can you see that? Own password configured. now go to connection.
13:00
Speaker 1
Uh only check box is oh edits. I'm sorry. Okay. You mean to disable then the IP versus six. Okay. Are we going to turn this back on or is this going to stay off. Let me check one second. Sorry, I wasn't the person to configure.
14:00
Speaker 2
Conectivity tab. and go to Internet Settings. go to the IPv 6. and have it unchecked. So tick the box or click first edit and have it unchecked. yes. and hit apply after. Stay off just disable that. Thank you.
14:00
Speaker 1
I've got the network. I've got the network on my phone. S I'll just double check that. So, that's all right. That's all right to go. I'm here. Give me just one minute. I If I disable this, is that the only change we're gonna make? in the world, we need to test the guest Wi-Fi or will there be other changes that are needed? Just taking off the I think, yeah, does it okay is it like restarting the router? Oh, let
15:00
Speaker 2
And there's no other changes. So you can actually enable it and disable it anytime since you know how to log into your router settings, Amanda. It's safe to have it disabled. Mm-hmm.
17:00
Speaker 1
doesn't bring down the network anytime I toggle it on or off, no. Oh, so? Well, I just, I guess I was under the impression that these settings are for the secure network so wouldn't that be disabling the IPV6 for the secure network as well? [silence]
18:00
Speaker 2
No. No. It's like this. That feature is added in our routers to protect our users. If ever they wanted to. Yeah. If they have visitors, because that's a total separate network of the router. In fact, it has a different IP address. When someone will try to access your routers while they're connected to this, they can do it. because it's a total separate network. [silence] Uh, don't worry about the IPv6. That's just a reserved IP address IPv6 for max out. And I believe you don't have a 100 devices or more, right? connected to the Wi-Fi.
18:00
Speaker 1
okay. okay. okay. Okay, I can make that change. Unfortunately, I am not on site, so I won't be able to test it here tonight. But I can email them and have them test first thing in the morning. So I can go ahead and do that. And then if I need to make any other adjustments, well, first of all, if if it breaks something, which I don't know that it will, but if it does, I can come back in here, turn it back on and there won't be any internet loss for them while I do that, correct?
19:00
Speaker 2
Okay, so yep, improving IPV6 helps a lot. It helps the traffic of the internet, not too, not that much. We also recommend to turn that one off, if ever our customer is experiencing dropping of internet, anything that is related to connectivity. So it's okay to have that one just disabled. uh, okay.
19:00
Speaker 1
Okay, perfect. Okay, perfect. Okay. So I can turn it back on if I need to and then I can call back but I just, I won't be able to say, oh yeah, it's working now tonight cuz like I said, I'm not on site. So, um, okay, that's fine. I'll go ahead and try that and then if I need to, I will give a call back in tomorrow. Perfect. Beautiful. Thank you so much. Thanks. Bye.
20:00
Speaker 2
Mhm, as long as you will not pass the reset button on your router, it will still go work. The all the configuration is still saved. Mhm, correct. Ah, sure, we're open up until 11:00 pm. You can then tell us. Bye for now. You're welcome, Amanda. Bye bye.
20:00