V2 Rubric Detail — d50f7270-636e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:18
Duration
5m 27s
Contact
Chris Webster
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#GI00132648
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall74.5% (+10.5)

V2 Grader Summary

The agent correctly resolved the customer’s primary concern by confirming the deprecation of the Linksys app and directing them to the local web interface for router management, consistent with current KB guidance. While the interaction lacked proactive troubleshooting and deeper empathy, the core technical information was accurate and sufficient to resolve the issue. Call control and adaptation were adequate but not strong, resulting in partial scores for communication indicators.

V1 Case Analysis

Customer unable to launch Linksys app for MX4200 after modem replacement. Agent confirmed app is deprecated and web interface can be used. No serial number collected. Customer will attempt self-resolution via web interface.

Troubleshooting Steps
  • Confirmed that the Linksys app is deprecated for 7th-gen mesh systems like MX4200
  • Directed customer to use local web interface for management
Key Observations
  • Agent correctly stated that the Linksys app is no longer required for MX4200 management (KB-backed: `velop_router_setup.md` confirms app deprecation for 7th-gen mesh).
  • Agent failed to provide the specific local admin URL (myrouter.local or 192.168.1.1) despite customer asking for clarification (03:00).
  • Agent did not confirm or assist with the default admin password (KB-backed: `universal_web_browser_setup.md` states default password is 'admin' on label).
  • No serial number was collected despite discussing out-of-warranty status and paid support eligibility.
  • Agent repeated high-level statements about app deprecation without validating customer understanding or ability to log in.
Positive Highlights
  • Correctly identified that the MX4200 can be managed via web interface instead of the app (KB-backed: `velop_router_setup.md` confirms app deprecation for 7th-gen mesh).
  • Accurately communicated that the Linksys app is no longer recommended for 7th-gen mesh systems (KB-backed).
  • Allowed customer to express concerns and responded to emotional cues with patience (05:00).
  • Did not push paid support unnecessarily; focused on self-help path for out-of-warranty device.
Agent Errors / Gaps
  • Did not provide the specific local admin URL (myrouter.local or 192.168.1.1) despite customer asking for clarification (03:00). KB reference: `universal_web_browser_setup.md`.
  • Failed to confirm or assist with the default admin password ('admin' on label) despite customer uncertainty (04:00). KB reference: `universal_web_browser_setup.md`.
  • Did not collect serial number or perform warranty lookup despite discussing support eligibility and out-of-warranty status.
  • Provided only high-level confirmation without actionable steps; left customer to figure out login process independently.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed the app is no longer recommended and that the MX4200 can be managed via the web interface (http://myrouter.local), resolving the customer’s core concern about needing a replacement.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent did not perform diagnostic steps like verifying app launch failure or guiding login to the web UI, but did provide correct high-level guidance about using the browser instead of the app.
R3 Met Correct resolution path conf 95%
Agent correctly advised using the web interface for an out-of-warranty MX4200, aligning with KB guidance; did not inappropriately push replacement or dismiss support due to warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the general symptom (app not working) and provided a correct resolution path, but did not ask targeted questions to isolate the cause (e.g., app version, device OS, network access).
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use or suggest tools like accessing http://myrouter.local to verify connectivity or check firmware, but correctly referenced the appropriate resource (web interface) as the solution.
T3 Met No misinformation conf 95%
Agent accurately stated the app is deprecated and management is now via web browser, consistent with universal_app_transition_notice.md; no technical inaccuracies were present.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded to customer input but did not set expectations, structure the call, or manage transitions; interaction was reactive rather than guided.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but failed to confirm understanding after explaining the shift from app to web interface, despite customer expressing confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the call from start to finish, provided a direct answer, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 90%
Agent clearly communicated the next step: use the web interface (http://myrouter.local) to manage the router, which is specific and actionable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — the issue was informational and resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge the customer’s frustration about difficulty reaching a live agent, but remained polite and professional throughout.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a neutral tone and pace, but did not adapt communication style to the customer’s emotional cues or check for comprehension after key information.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition or steps, directly answered the question, and did not require the customer to perform complex actions.
Call Transcript12 turns · 12 lines
Speaker 1
[silence]My name is Chris Webbster and I have a Linksys mesh MX 4200 system. And my question is very simple.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. 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 one now. For out of warranty products, paid support may be available. 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. Hi, thank you for calling Linksys. Technical Support. This is Rio. How can I assist you for today?
00:00
Speaker 1
I'm hearing that the Tyvek Linksys has discontinued the use the app to control the system and that is because the new system the seventh series evidently doesn't need an app in order to fix itself and control itself. My question is simple. I know that this is maybe not not down your alley, but my 4,200 system is out of warranty and probably four or five years old. Should I be considering replacing it with the newer version because I can't, I can't get the app to work for some reason?
01:00
Speaker 2
Oh, [silence] but [silence] if by chance that you do have [silence] encountered this connection or [silence]
01:00
Speaker 1
yeah yeah I I put in a new modem it's a I put in a new modem because my other modem died so I had to reconnect everything and that's the purpose to the call cuz when I went to use the Linksys app to connect my router to the modem um it flat out just wouldn't even launch the app so I I wondered if I and then I I ended up connecting with the person I forgot how uh uh that said that they had discontinued the use of the app uh now that they were marketing the 7 series mesh Wi-Fi system so you know I I got down to searching for you know what is the
02:00
Speaker 2
If having an issue with wireless connection, then you might try to consider purchasing the newer device so that it would be compatible with your modem if you've been experiencing this issue.
02:00
Speaker 1
app is still in use and I couldn't find anything online and the app is still available in the app store. So I thought, well, if it wasn't being used anymore or wasn't supported, I would see that. Um, so I'm, I'm kind of baffled as to what to do here. Yeah. Ah, that answers my question. Yeah. Yeah, that's My router.local, right? So, um,
03:00
Speaker 2
again sir if you have an issue with your current setup like just wi-fi disconnection slow internet you might try to upgrade but if not then uh the app actually is not anymore uh accessible to everyone you can only log in or if you want to see your whole system you can log in only the using the web interface or the website app is no longer being recommended. uh-huh. correct
03:00
Speaker 1
Um. [silence] Um, and the password for that was admin. I forgot if I got in there or not. So, that answers my question. I shouldn't try to use the app unless I have a newer uh mesh system. Then I will be able to use the app. Is that correct? Oh. Oh, okay. So, you won't need the app. Well, you need it's just a web interface to control your mesh system. Okay. All right. Well, that answers my question. I don't want to have to chase this thing any harder uh and I don't want to have to buy a new system if uh I can still control the old one. So, I'll get into the web interface and see what I got and uh move forward.
04:00
Speaker 2
um for other devices right now so if you want to have the newest device it's not compatible anymore to the app has again we are out facing out the app now it's all accessible the website correct yes
04:00
Speaker 1
I sure appreciate your help today. It's difficult to get a real person to answer the simple questions but we'll we'll leave it go with that. I appreciate your help very much and wherever you are I hope the whether is fine.
05:00
Speaker 2
Yep. All right. And you're welcome. Thank you so much, sir. You have a nice day ahead, sir. Okay? Bye-bye for now.
05:00