V2 Rubric Detail — d7ffb20a-807a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 18:27
Duration
16m 41s
Contact
661-886-4715
Issue Type
Port Forwarding
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137320
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: PS5 Strict NAT

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall70.5% (-3.5)

V2 Grader Summary

The agent correctly diagnosed a double-NAT issue and provided technically accurate guidance to contact the ISP for bridge mode configuration, advancing the customer's path meaningfully. However, the call lacked empathy and clear next-step timelines, resulting in unresolved strict NAT and a partial resolution outcome. No critical failures triggered auto-zero.

V1 Case Analysis

Customer has strict NAT on PS5 (Ethernet). Advised to check for double NAT and contact ISP to enable bridge mode on the gateway modem.

Troubleshooting Steps
  • Collected device model, serial number, and contact information
  • Confirmed ISP (Spectrum) and gateway type
  • Guided customer to access router web UI via myrouter.info
  • Reviewed WAN IP address (192.168.0.10) indicating double-NAT
  • Advised customer to contact ISP to enable bridge mode on gateway modem
Key Observations
  • Agent correctly identified double-NAT based on 192.168.0.10 WAN IP per KB guidance (universal_isp_compatibility.md)
  • Provided technically accurate advice to contact ISP for bridge mode - the only viable fix for this scenario
  • Customer confusion about accessing router UI (myrouter.info vs myrouter.com) indicates unclear communication
  • No verification of UPnP status or port forwarding rule correctness performed despite being relevant
Positive Highlights
  • Collected essential device and contact information early in the call
  • Correctly interpreted 192.168.0.10 WAN IP as evidence of double-NAT per KB
  • Provided KB-compliant advice to contact ISP for bridge mode setup
  • Correctly used myrouter.info for SPNM6x/Cognitive Mesh access per linksys_now_advanced_settings.md
Agent Errors / Gaps
  • Unclear instruction about accessing router UI led to customer confusion
  • Did not verify UPnP status or whether PS5 had reserved IP before concluding double-NAT was the issue
  • Did not guide customer to test NAT type after explaining the fix

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent told the customer to contact Spectrum to enable full bridge mode; the strict NAT issue was not resolved on the call.
R2 Met Diagnostic thoroughness conf 94%
Agent gathered model/serial, asked for port numbers, guided the customer to the router UI, identified the IP address pattern and concluded a double-NAT situation.
R3 Met Correct resolution path conf 93%
Agent correctly identified that the gateway modem must be placed in bridge mode and advised the appropriate next step, providing best-effort troubleshooting for an out-of-warranty device without dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 98%
Agent followed a logical diagnostic path: identified the symptom (Strict NAT), verified existing port forwarding attempts, and used the WAN IP (192.168.0.1) to identify a Double NAT condition.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately directed the customer to myrouter.info (correct for MBE7000) and used the Diagnostics tool to verify the WAN IP, interpreting results correctly.
T3 Met No misinformation conf 98%
The technical conclusion that a 192.168.x.x WAN IP indicates a Double NAT and requires Bridge Mode on the ISP gateway is fully supported by Linksys documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent kept the conversation on track, moved from information gathering to troubleshooting steps, and closed the call with a clear next action.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical language and occasional unclear phrasing (e.g., 'you you said you open a board right that's weird'), but overall instructions were understandable and the customer followed through.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent did not transfer the call and took responsibility for diagnosing and advising the customer, owning the case from contact to close.
O2 Partially Met Proactive follow-through conf 88%
Agent gave a next step (contact ISP for bridge mode) but did not specify a timeline or follow-up commitment, leaving the customer to initiate next actions without clear expectations.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required; the issue was addressed with appropriate guidance at L1 level.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged the customer's frustration or repeated attempts; no empathy statements were made, maintaining a purely transactional tone throughout the interaction.
X2 Not Met Tone & rapport conf 90%
Agent maintained a flat, procedural tone without adapting to the customer's evident frustration or pacing, failing to adjust communication style to maintain engagement.
X3 Partially Met Overall experience conf 86%
Agent required the customer to navigate the router UI and repeat port information, adding effort, but avoided unnecessary holds and kept the call efficient otherwise.
Call Transcript30 turns · 31 lines
Speaker 1
Yeah hi, my name is Austin. I was calling because um every time I would play a certain video game, I have a strict NAT type. I was wondering how I could fix it. I've already tried um uh port forwarding, like certain codes within my PS5 but it's still showing up as strict.
00:00
Speaker 2
Thank you for calling Linksys. My name is Gerald. Can you give me the serial number and model number at feeling so spreader.
00:00
Speaker 1
yeah hold on give me I have the model number of the right now we can start off with that it's m b e 7 0 0 0 okay uh give me like 30 seconds let me is it on the uh on the no like on the bottom of it let's see okay it's um
01:00
Speaker 2
[KEEP_UNCERTAIN] real number. Yes, the bottom of the unit, yes. [silence] Yes?
01:00
Speaker 1
5,981 ZIM29DB05422 S5422 Longmore
02:00
Speaker 2
[silence] What is your last name so I can create a record for you? [silence] What is your email address?
02:00
Speaker 1
you can do Austin, A-U-S-T-I-N with two N's at gmail.com. Sorry? spectrum. I think we just have the regular modem from spectrum.
03:00
Speaker 2
And who's your internet provider? Who is the internet provider? Do you have a gateway modem or just a plain modem? Got it. [silence]
03:00
Speaker 1
I'm having issues with my PS5. It's connected with an ethernet cable. We have a Velop Linksys product, three of them. One of them is connected to my PS5. For some reason, it's showing strict na type, like na type 3. But when I'm not using the ethernet cable and I'm using Wi-Fi, it's like moderate instead of strict. [silence] And I've already like used the AI through the app with
04:00
Speaker 2
you you said you open a board right that's weird
04:00
Speaker 1
Like the help of like, the ports for the PS5 and it's still showing a strict. So I don't know what to do. Yeah. Yeah, the port forwarding, yeah. Um, well I did like the internal and external port. I input the numbers they told me to and then, um, I applied it to the IP address of the PS5. And it still came up as strict NAT type. I did apply the port forwarding for the, um, for the PS5, but it still came up as strict.
05:00
Speaker 2
Did you apply the did you do forward forwarding or how did you do it? So you did not apply that on your links that's were correct so let me just confirm that so you went to even when to the one six eight
05:00
Speaker 1
Yeah, yeah, yeah. Let me see. So, I got like six different ones, because I tried using ChatGVT, but for the external, internal port I used 3074 for both external and internal.
06:00
Speaker 2
Okay. K. Can I ask what the port number you used?
06:00
Speaker 1
internal and then for another port I have three four seven eight on both external and internal with also the same protocol UDP and TCP and then another port three four seven nine for both external and internal and then three four eighty for both external and internal and another one four four three for both external and internal and then I have one last one for one one one nine for both external and internal. Okay.
07:00
Speaker 2
Got it. Let me just check something real quick. Give me three up to four minutes, okay? I'll be right back. All right. Thank you. [ silence]
07:00
Speaker 1
Yeah, I'm here. go back to the. Okay. I'm on the single port forwarding. Do you want me to. Oh, okay. Well, I was doing this, because I did it on both my laptop and my phone but um, do I have to do this on my laptop or from my browser? trust me [silence] and then do I just type in the um um, the IP for [silence]
09:00
Speaker 2
And how do you apply the forwarding port? Can you see the okay button? Hit that and go back to the dashboard. Let's do it on your laptop. From the router, yeah.
09:00
Speaker 1
[silence] I'll give me a couple of. [silence] what do you got. [silence] my laptop. [silence]
10:00
Speaker 2
You can just go to MyRouter. info to make it easier for you.
10:00
Speaker 1
So, you want me to search up my router.com? Uh, yeah, yeah, okay. U.M., while it's loading, it'll open the password.
11:00
Speaker 2
Oh, no search. So open a browser. Make sure that your laptop is connected to your Linksys Wi-Fi. Okay. Uh, open Google Chrome. If you have it open, go to the URL bar where you type in some website. Type in myrouter.info. What do you see?
11:00
Speaker 1
I'm on the dashboard right now. So, yeah, then yeah, that is link, see home networking. Okay. Well, when I opened up troubleshooting, it said unexpected error, but I'm sure I can just bypass that. So, you're going what oh wait. [silence]
12:00
Speaker 2
I just want to make sure that we're on the same page. What do you see? Do you see the network status? The length is home networking, right? Okay. Okay. Good, good. All right. Let's go to the left-hand side and the router settings, there's troubleshooting option. Click that and go to diagnostics. Hmm. Troubleshooting. [ silence ] We'll start by connecting the notebook to the router without going through any hubs or switches. This should give us a direct path for testing.
12:00
Speaker 1
Hold on. Now it's saying I'm not connected to my router. Oh, wait. Hold on. I know what. Okay, uh, let me see. Hold on. Go on what now? Diagnostics? Okay. Um.
13:00
Speaker 2
diagnostics. Yes. And the troubleshooting tab, go to the diagnostics. Look for internet address IPV4. What is it?
13:00
Speaker 1
192168010 okay [silence]
14:00
Speaker 2
Well, that makes sense then. All right, one second. Give me two minutes. [silence] All right. So with this IP address, double check they're here, 192. 168.0 I mean 0.1.1, correct? That's the IP address, Internet IP address, correct? So you're probably using a gateway modem and with that, it needs to be in full bridge mode so that the Wi-Fi or the DHCP server of your modem gateway will be disabled. And you can then configure your NAT type to moderate. Regarding this, unfortunately, you already opened a port so that's good with the router side. You need to contact your internet provider to set the gateway as full bridge. and.
14:00
Speaker 1
So, contact Spectrum about full breach mode? Oh, the bridge mode. Okay, got it. Got it. Okay. Sounds good. uh, no, that's all. I'll call Spectrum now. Thank you. Bye. Bye.
16:00
Speaker 2
Yeah, because currently it's a router. So you're using two routers, the, and your arrows router. It's not a plain modem. Based on the IP address. Yes, correct. You have other questions for this? All right, all right, thank you so much. Have a good one, take care.
16:00