V2 Rubric Detail — d7dc8f96-7b1b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 22:24
Duration
29m 1s
Contact
Steve Ringo
Issue Type
Router Setup
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00136407
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot access the web ui
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.38/5
Communication5.00/5
Ownership4.29/5
Escalation4.00/5
Customer Exp2.50/5
Overall71.5% (+15.5)

V2 Grader Summary

The agent correctly identified a known issue involving UI instability under high client load on the MX6200, validated firmware, and escalated based on documented patterns. While deeper troubleshooting steps were skipped, the escalation was warranted and executed with ownership. Customer experience was functional but lacked empathy and full effort reduction.

V1 Case Analysis

Customer reports web UI inaccessible after swapping to MX6200 with ~50 wireless clients; firmware confirmed current (1.0.14.216738); similar cases identified; escalated to higher tier for investigation.

Troubleshooting Steps
  • Collected case number, contact info, and partial serial number.
  • Confirmed firmware version is up-to-date.
  • Searched internal records for similar cases.
Key Observations
  • Agent correctly identified the issue and escalated based on known similar cases.
  • No active troubleshooting (e.g., reboot, reduce client load, diagnostics) was performed despite the customer describing a clear symptom (UI partial load under high client count).
  • Customer expressed frustration and concern about a potential CPU overload issue, which was not acknowledged or empathized with.
  • No timeline or expectations were set for escalation follow-up.
  • Firmware verification was accurate and correctly executed.
Positive Highlights
  • Accurately captured customer information including name, phone, email, case number, and partial serial number ([10:00–12:00]).
  • Correctly verified the firmware version and confirmed it was up-to-date ([27:00]).
  • Identified that this issue matches known internal tickets with the same behavior ([27:00]).
  • Followed correct escalation protocol by initiating a handoff to higher-level support when a known complex issue was identified ([27:00]).
  • Accurately confirmed topology: MX6200 nodes directly connected to T-Mobile Gateway, no ISP-provisioned device involved ([15:00]).
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps such as rebooting the nodes or temporarily reducing the number of connected devices to isolate the issue ([14:00–17:00]).
  • Did not acknowledge the customer's frustration or validate their concern about CPU overload ([14:00, 28:00]).
  • Did not provide any clear expectations for escalation follow-up, including timeframe or next steps ([27:00–28:00]).
  • Missed opportunity to suggest using the Linksys app as an alternative management interface when web UI is unresponsive ([17:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent escalated without confirming resolution or executing RMA; issue remained unresolved at call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed firmware version and device count, gathered diagnostic data pointing to CPU overload, but omitted reboot/factory reset or app troubleshooting.
R3 Partially Met Correct resolution path conf 85%
Device is in-warranty (purchased July 1); agent escalated after identifying a pattern but did not attempt best-effort troubleshooting like reboot or app access.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (UI partial load after SSID swap with 50 devices), asked targeted questions about firmware and topology, and correlated with known behavior in database.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used internal ticket database to find similar cases and confirmed firmware via customer input; did not use remote tools but leveraged available evidence appropriately given limitations.
T3 Met No misinformation conf 95%
Firmware version confirmed accurate (1.0.14.216738); no incorrect technical guidance provided; references real pattern in support tickets.
Communication
C1 Met Clear & professional language conf 85%
Agent set clear hold expectations ('three or five minutes'), maintained control, and transitioned smoothly between topics and holds.
C2 Met Confirmed understanding conf 85%
Agent used plain language, confirmed understanding ('you have 50 wireless devices'), avoided jargon, and adapted to customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by reviewing ticket history, placing on hold to research, and committing to escalate — no transfer or avoidance.
O2 Partially Met Proactive follow-through conf 80%
Agent provided hold duration but failed to specify escalation timeline or next steps; customer left waiting without clear follow-up window.
O3 Met Closure confirmation conf 90%
Agent referenced prior technician notes and avoided re-asking already-documented details like case number, model, and serial.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation decision followed identification of recurring issue with high client load and UI access failure — matches documented triggers for engineering involvement.
E2 Partially Met Escalation prep & handoff conf 80%
Agent correctly routed to higher support and informed customer of escalation need, but lacked detail on team, expected response time, or next actions.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent remained professional and patient but offered no explicit empathy statement; acknowledged wait time but not emotional burden of repeated issues.
X2 Partially Met Tone & rapport conf 75%
Agent matched customer’s pace during troubleshooting and listened actively, but missed cues to check comprehension or emotional state after UI failure description.
X3 Partially Met Overall experience conf 75%
Agent used existing ticket data to avoid full repetition, but customer still re-described setup and device count; could have streamlined with summary confirmation.
Call Transcript26 turns · 28 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
I, have a case number. Yep. It's, LTS 00136407. I mean, not, not, probably, if I mess up, I'll do it.
10:00
Speaker 2
Thank you for calling links, is this my name is Paolo bad, ID 11039. Is this your first time calling or they have a ticket number? Can I have it, sir? Let me read this back, it's LTS 001, 364. [silence] 7. Thank you, sir. One moment, let me uh open your ticket. Uh Am I speaking to Mr. Steve Ringo? And your email address is uh s j Ringo @ yahoo.com. Oh j. J for John. I see. Let me correct that quickly, sir. Um
10:00
Speaker 1
Yep. Yeah. Yeah. Sure.
12:00
Speaker 2
All right, and I have your call number is uh 303-646-7067. And this is about the MX 6200. And the serial number to one of those nodes is ending 5563. And um... Uh Steve give me at least uh three or five minutes to backtrack on the ticket so that we'll be in the same page there, okay? One moment. Thank you.
12:00
Speaker 1
Um what I'm trying to do is I have an older Linksys router that I'm just trying to swap out. So I'm uh these new nodes this um the uh uh 6200s, I'm giving it the same one.
13:00
Speaker 2
Okay, Steve, it says here that you have two nodes, and the last technician that worked with you, you can't seem to access the interface. It also mentioned here that the recommendation is to swap it, but says that you can do it by yourself to swap the parent node. So are you calling for the same concern or a different concern, sir?
13:00
Speaker 1
local network configuration same IP address starting IP and then what I'm doing is I have named a different SSID and then when I'm done I I turn the other one on off and then I change the SSID I the SSIDs on the new ones to be the old SSID name so all of the devices that are connecting to that SSID automatically swap over to well to the new one what has happened now is I've got the second one configured when there's when I have it on a SSID that none of my devices know about I can access the UI through the web to do on the configuring once I swap it over to the to the old SSID and all my devices connect to the new 6200 router I can't access the UI anymore it just It kind of partially loads and, but I can't see my DHCP reservations or connectivity. I can't see anything. It's just open. And I've read that there's a CPU overload issue, so that's where I'm at right now. Okay, let's go back a little bit. Yeah, it's uh linked directly to my, T-Mobile Gateway. Yeah, I shut the old router off. Transcribe this audio from the right channel.
14:00
Speaker 2
Okay, let's go back a little bit, Steve, okay? You have an old Linksys router. You use uh the old wi-fi name to this Linksys router, and then um I want to make sure where is the MX62 wired, sir. Is it to this old Linksys router, or um okay, so you remove the old Linksys router and hook up this MX62 to that modem and use the same wi-fi name and password -- your old wi-fi name and password.
15:00
Speaker 1
Fix my. And I redid the cabling. Uh, actually I got it wired so it works with both of them but I just turned the old one off. I have them both working right now but they're different SSIDs, names. But like I said, when I turned the old one off and changed the 6200 SSID to the old SSID name and all the devices start connecting to the 6200, then it just gets overloaded and I I can't access the UI to do my like my DHCP reservations and things like that. Uhhh Uh. Right now I've got... I know I saw a list of devices. I think it's like [silence]
16:00
Speaker 2
uh-huh [silence] uh-huh [silence] uh-huh okay [silence] ow [silence] And uh how many uh devices do you have sir? Like uh those um 20 30 40
16:00
Speaker 1
like 50. [silence] and [silence] they're all wireless. [silence] no, that one I haven't I haven't been able to get it to connect after to this new one. [silence] and just to confirm you're already on the spot. Yes. Yeah.
17:00
Speaker 2
And this fifty devices, uh, is this a mix of a wired or a wireless? Okay. And uh, you can use the linksys app too, right? You can use the linksys app or it's also linkys. Okay. And just to confirm, you already swapped the parent node, right? This is uh, this used to be the child node and now this is a new parent node. Okay. And let me just check.
17:00
Speaker 1
for the new, the 6200s. I just got these, the new ones today. So this is my first time. [silence] off of eBay.
18:00
Speaker 2
you was this working fine before or you've recently noticed this sir yeah the the the issue where you can't seem to access the interface first time okay and me I know where did you buy this sir eBay eBay and I'm not sure um the date purchase sir um uh when did you buy this
18:00
Speaker 1
July I ordered it on July first. Okay. [silence]
19:00
Speaker 2
Okay. And I'm gonna place you on hold, probably, like three or five minutes, Steve. And I'm gonna check in our records, okay, if there are any uh problem like this. And um, 50 devices um connected to the network and not able to access. Uh, do you experience, like, um, on and off connection like it's spotty or just
19:00
Speaker 1
yeah and um my old Linksys uh i'm trying to find the model number um i don't have any problems connecting to the UI or using the UI and the old Linksys router okay i'll be right back all right okay thanks [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ]
20:00
Speaker 2
It's just that you can't access the interface that's the only problem, right? Okay, I'll be right back, um, just give me three or five minutes, okay? Just wanna check if we have a similar case just like this. I found one. I'll get back to you, sir. I'll be right back. Thank you.
20:00
Speaker 1
Yeah. I checked it earlier and I'm up to date. I can give you the number real quick if you. Yeah. Well, UA ain't working. It's just thinning right now.
25:00
Speaker 2
Hi. Hi, Steve. Thank you for patiently waiting. Steve, um, basically one more thing, okay? Were you able to capture the the firmware versions, sir, of this two nodes? Yes, sir. Um...
25:00
Speaker 1
I tried but it was giving me some problems connecting. I can try it again. Do you know if to be, sorry. Actually, it's. I had to re-log back in, but yeah, this is what I noticed earlier on the usually where it says to check, where does it check which link do I need to check for the firmware upgrade? [silence]
26:00
Speaker 2
Ah, it's okay. Um, if it's not, um, uh, showing that. And, um, you haven't tried the Lynx's app, right? Haven't tried the Lynx's app. Oh, okay. All right. With Okay. Uh, I asked on the, um, if you're on the interface, it's going to be a [silence]
26:00
Speaker 1
Alright, connectivity. Alright, checking now. Says the current version is 1.0.14.216738. Up to date.
27:00
Speaker 2
1738. OK, got it. Now, I found a similar tickets, okay. Well, um it the exact same behavior, okay? Uh, you have 50 wireless client, um and then uh can seem to access the uh interface after the swapping. But never try to links is up yet. It should um according to the database it you should have a problem with that. Now, uh for this type of concern, sir, I may have to uh uh escalate the, uh, to the um higher. [silence]
27:00
Speaker 1
Okay. Okay. All right. Is this a software problem or is this a hardware problem? Okay. Okay. I guess I'll wait for them to get back. You too. Thank you.
28:00