Call Detail: dfae24e6-7364-11f1-9

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Call Start

2026-06-29 02:47

Duration

14m 45s

Contact

陈女士

Issue Type

Hardware Fault

V2 Outcome

Appropriate Escalation

V2 Band

Needs Improvement

Agent & Case Context

Agent

Xiao Ge Ji

HappyFox Case

#LTS00135064

Support Country

Hong Kong

Product Family

MESH SYSTEMS

CSAT

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Sentiment Trajectory

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Ticket subject: MX6200 其中一台子节点无法重置

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

Technical1.56/5

Communication3.75/5

Ownership5.00/5

Escalation3.50/5

Customer Exp5.00/5

Overall58.9% (+22.9)

V2 Grader Summary

The agent initiated a warranty replacement but failed to perform mandatory troubleshooting (power cycle, factory reset) required by the universal_escalation_guide.md before concluding a hardware fault. T3 is Not Met because the agent declared a hardware failure despite the customer reporting a blue light, which contradicts the 'solid red' indicator for hardware/signal failure in the KB.

V1 Case Analysis

Customer reported MX6200 router shows blue LED but Ethernet connection on Mac shows 'Not Connected' with no IP address. Agent misidentified ports, skipped key diagnostics, and escalated to warranty claim without technical resolution. Requested purchase receipt, photos of router base (model/SN), and screenshots of network status for warranty processing.

Troubleshooting Steps

Asked customer to connect Ethernet cable to a non-Internet port (incorrectly described as blue LAN port).
Guided customer to Mac System Preferences → Network → Ethernet to view connection status.
Observed 'Not Connected' status and empty IPv4 address field.
Did not perform power cycle, router login, or WAN status check.

Key Observations

Agent incorrectly stated MX6200 LAN ports are blue ([01:10]), but per KB, MX6200 has no color-coded LAN ports; only the Internet port may be labeled.
Agent failed to follow standard connectivity troubleshooting: no power cycle, no router login attempt, no WAN status verification (KB: universal_isp_modem_diagnostics.md, universal_password_login.md).
Premature hardware fault diagnosis without ruling out configuration, cable, or DHCP issues.
Serial number was captured but required clarification, indicating poor data collection discipline.

Positive Highlights

Maintained polite and patient tone throughout the call.
Successfully guided customer to check network status on Mac and identify 'Not Connected' state and missing IP address.
Initiated warranty process and clearly communicated required documentation (receipt, photos, screenshots) to support the claim.
Collected contact information and serial number (after clarification), ensuring case traceability.

Agent Errors / Gaps

Incorrectly identified LAN ports on MX6200 as 'blue' — contradicts product design and KB guidance ([01:10], [01:17], [06:31]). MX6200 ports are not color-coded; only the Internet port may be labeled (KB: universal_password_login.md).
Failed to verify basic connectivity via router admin interface at http://192.168.1.1 or http://myrouter.local — a core troubleshooting step per KB (universal_password_login.md, universal_web_browser_setup.md).
Did not instruct customer to power cycle router or check WAN connection status before concluding hardware failure (KB: universal_isp_modem_diagnostics.md).
Did not confirm if DHCP is enabled or test with a different cable/device to isolate issue (KB: universal_isp_modem_diagnostics.md).
Misunderstood port roles: told customer not to use 'Internet' port for computer, but in standard setup, LAN ports (not Internet) should be used for client devices — correct action but based on flawed understanding (KB: universal_password_login.md).

V2 Indicator Ratings

Resolution

R1 Partially Met Issue actually resolved conf 90%

Agent initiated a warranty replacement process but did not confirm resolution; customer still needs to submit photos and purchase proof, and outcome depends on third party (retailer).

R2 Not Met Diagnostic thoroughness conf 90%

No meaningful troubleshooting performed — skipped power cycle, factory reset, or firmware check; concluded hardware fault solely based on missing IP address without ruling out configuration issues.

R3 Partially Met Correct resolution path conf 85%

Jumped to hardware fault and RMA path without verifying basic fixes (e.g., reboot, cable check), which are required per escalation guide before assuming hardware failure.

Technical Accuracy

T1 Partially Met Technically accurate info conf 80%

Identified symptom (no IP assigned) but did not ask about router LED status, power cycle history, or internet connectivity; failed to logically narrow causes before concluding hardware issue.

T2 Partially Met Appropriate tools / resources used conf 75%

Used customer observation of UI (no IP) as diagnostic input, but skipped essential tools: did not check firmware, router logs, or LED status; missed opportunity to use ipconfig or system settings fully.

T3 Not Met No misinformation conf 95%

Incorrectly concluded hardware failure based solely on a missing IP address. Per universal_escalation_guide.md, escalation for hardware defects requires a reboot and factory reset first. Per ax_maxstream_wifi_connectivity.md, a 'solid red LED' is the primary indicator for no internet signal, which the agent did not verify (customer actually reported a blue light).

Communication

C1 Partially Met Clear & professional language conf 80%

Agent guided interaction but did not set initial expectations or explain process flow; customer had to ask about next steps and timeline.

C2 Met Confirmed understanding conf 95%

Communicated clearly in Mandarin, used simple terms, and confirmed understanding through repetition and prompts.

Customer Ownership

O1 Met Ownership & empathy conf 90%

Took ownership, collected all required details, and committed to follow-up without transferring.

O2 Met Proactive follow-through conf 90%

Provided specific timeline (5–10 minutes for email) and explained required customer actions.

O3 Not Applicable Closure confirmation conf 100%

No prior case history; confirmed first contact.

Escalation Judgment

E1 Partially Met Correct escalation decision conf 85%

Escalation to warranty replacement was premature — KB requires failed power cycle, reset, and firmware check before escalation for suspected hardware faults.

E2 Met Escalation prep & handoff conf 90%

Collected full customer details (email, phone, serial number) and explained escalation path and next steps.

Customer Experience

X1 Met Customer effort minimised conf 90%

Remained polite, used courteous language (e.g., '好的', '谢谢'), and acknowledged customer effort.

X2 Met Tone & rapport conf 95%

Matched customer’s pace and language, used confirmations ('是', '好'), and maintained engagement.

X3 Met Overall experience conf 90%

Avoided repetition; recorded information once and guided customer efficiently through required steps.

Call Transcript122 turns · 156 lines

Speaker 2

Welcome to Linksys Support. To assure quality service, your call may be monitored. To continue in English, press 1 now. 普通话,请按R。请等候技术资源。你可能需要网络服务供应商提供给你的账户密码。请你准备好。好。你好,Linksys。很抱歉。请问有什么可以帮助你?