V2 Rubric Detail — e106ec70-7afc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 18:43
Duration
29m 1s
Contact
Steve Ringo
Issue Type
Router Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
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 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
Escalation4.00/5
Customer Exp2.50/5
Overall56.9% (+0.9)

V2 Grader Summary

The agent identified the UI loading problem and suggested basic steps (myrouter.info, node restart, swapping nodes) but did not use diagnostic tools or fully resolve the issue. An appropriate escalation to Level-2 was offered, with a case number provided, though follow-up details were vague. Overall, the call showed partial troubleshooting and communication, with ownership and escalation handled correctly.

V1 Case Analysis

Customer unable to load MX6202 web UI (spins indefinitely). Tried factory reset, multiple browsers, incognito. Agent gave correct URL (myrouter.info), suggested swapping parent node, and escalated to Level-2. No resolution achieved.

Troubleshooting Steps
  • Confirmed model (MX6202).
  • Advised using myrouter.info URL.
  • Suggested restarting the main node and swapping parent/child roles.
Key Observations
  • Agent gave correct local URL (myrouter.info) for MX6200 series.
  • Long silences and repeated filler made the call inefficient.
  • Agent suggested swapping parent node without confirming UI behavior on the alternate node.
  • No case number was actually provided despite promising one.
Positive Highlights
  • Collected customer email and phone number.
  • Identified the correct model (MX6202) and provided the appropriate local access URL.
Agent Errors / Gaps
  • Did not provide the promised case number.
  • Did not verify whether swapping nodes actually resolved the UI issue.
  • Poor call control – many silences and unclear phrasing.
  • Failed to confirm if the UI works on a different device or network.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent escalated to L2 without confirming a fix; issue remained unresolved at call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested using myrouter.info, restarting main node, and swapping nodes, but did not perform deeper diagnostics (e.g., verify IP, remote session).
R3 Met Correct resolution path conf 95%
Escalation to L2 appropriate for newly purchased MX6202 with UI loading issues after basic troubleshooting; correct path for in-warranty hardware.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked if customer could enter password and which tab failed, but missed key diagnostics like confirming IP address or LAN connectivity.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, log capture, ping test) used despite unresponsive UI; a remote view would have been appropriate.
T3 Met No misinformation conf 96%
Agent correctly directed customer to myrouter.info for MX6200 series and gave valid troubleshooting steps (restart, swap nodes).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept call moving but did not set clear agenda at start; multiple long silences indicate weaker call control.
C2 Partially Met Confirmed understanding conf 85%
Agent used understandable language overall, but several utterances were garbled and there was limited confirmation of customer understanding.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent stayed on the line, offered to stay while customer retried, and provided a case number instead of transferring immediately.
O2 Partially Met Proactive follow-through conf 88%
Agent gave a case number but did not specify a follow-up timeline or who will contact the customer.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent decided to escalate after troubleshooting attempts, which is a valid trigger.
E2 Partially Met Escalation prep & handoff conf 88%
Agent created a case number and mentioned L2 will handle it, but did not convey detailed next-step information or expected response time.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered a brief commendation but showed limited empathy and patience overall.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady tone but did not noticeably adapt to customer’s frustration or pace.
X3 Partially Met Overall experience conf 85%
Agent asked customer to swap nodes and retry, which adds effort; no remote assistance or simplification was offered.
Call Transcript27 turns · 29 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. [silence]
00:00
Speaker 1
I'm having some problems with a router that I just trying to set up. It's yeah, it's the let me, MX6202, so the 6200.
14:00
Speaker 2
I'm sorry. I need the model and lumber. Which is on that sticker underneath it.
14:00
Speaker 1
[silence] 58W10M [silence] The number two B as in boy, D as in David [silence] 05563 [silence] uh T-Mobile? [silence] Yep, it's sjrango@yahoo.com.
15:00
Speaker 2
Yes. Behind us, and how was the concentrate here number on the neurology provider? Okay. I'll register this product under your account. Can you verify your email address? Everything. Ringo. Oh, I I apologize. I wasn't able to catch up. So that's Sam, George Sam. After that, what was it? Okay, got it now. And what's your first name and last name? Okay, thank you. And you mobile is your inner provider? And you purchased there a total of how many links this device? How many packs? [silence]
15:00
Speaker 1
That's a two-pack of the six. Well, there's two of them that came in the pack, six. So, the problem that I'm having is I'm, are you still there? Okay. So, I've got everything hooked up and connected. I'm able to hit the internet. I'm trying to go into the web UI using the IP address. I can't get the UI to load. Uh, there's no error message. It's just I've been sitting in a waiting, spinning screen for probably five minutes now. No, I go directly to the IP address. Yeah, I tried it. It doesn't resolve. So I just went directly to the IP address. I reset it. I've done a factory reset. I've done-- I've done a lot a debugging on this issue. I've reset my uh browser cache. I've tried incognito modes on three different browsers.
17:00
Speaker 2
Okay. the URL that you use is at my router.info [silence] [silence] try that one using a different tab. okay. is [silence] we also received reports, where in the web user interface is just keep on spinning around. [silence] [silence] it's not really like logging you in. When that - uh if that's going to be the uh problem then you need to restart the main node. Did you do it already prior calling? Though it's set up. [silence]
18:00
Speaker 1
I can't get it to work. You there? You still there. Are you...? Yep. It... it... Oh. Yes, it... it... [silence] Overall, it's extremely slow.
19:00
Speaker 2
Mm-hmm. Yeah. So if that's the case, then I think you already also tried to use a different device, a different browser. You tried incognito. Okay. Um, help me to understand it more. Is it like the moment you enter the IP address, then that's the time it will just, um, stuck on a white page or a blue page or you able to like input the password, the router password and after that it did not, um, it's not going through. Is that what's happening? [silence]
19:00
Speaker 1
I'm able to enter my password and go to the screen where I select, you know, like connectivity, Wi-Fi, um, uh, priority. But right now I clicked on the, uh, what is it? The, uh, connectivity tab and it's been sitting there for a while. Previously, when I hit connectivity, the box would show up, but none of my settings inside that window would show up and I've tried I've done F5. I've done control F5. I just can't, it it won't load. [silence] Nothing will load.
20:00
Speaker 2
uh huh okay so what that means you're able to access Dell it's settings it's just that some feature'll not load anymore like um some of the like connectivity or device list once it's
20:00
Speaker 1
Yep. I don't get an error message, it just spins. You feel eh? [silence] Yes. [silence] I haven't tried to start.
21:00
Speaker 2
click it just keep on spinning spinning until the error message pop up again did you tried already reset uh-huh and right now mm-hmm right now this MX6200 since you mentioned that you set it up was it just today okay and you already tried swapping the two nodes because if that's gonna be the case you need
21:00
Speaker 1
[silence] Why is that? [silence] I don't have it. I only set up one. I haven't gone through the process of adding a child note yet.
22:00
Speaker 2
Mm-hmm. It's because this current parents node that you have, it seems like it's not the ideal one. Though both device, both nodes can be set up as a parent node, but since you already tried different troubleshooting and then the web user interface of this first one just keep on loading. So better to swap it out instead of having this current parent node to be the main node all the time. That's part of our troubleshooting, but it doesn't mean that there is already a hardware problem of the current parent node. It's just that the ideal one to be set up as a parent is the other one, which is currently set up as a child mode. I believe you got it already connected.
22:00
Speaker 1
[KEEP_UNCERTAIN] I would like to, I would like to, so it's going to take me a while to get it set up. I've got, it took me probably a half an hour to set up the first one, so let me go through that process and is there a way I can,
23:00
Speaker 2
I want to commend you for having us uh successfully setting up the first one on your own without our help. So for the second one, second known, same process that you need to do. Uh no need to reset this first one just in case you're having a hard time setting up the second one, you can put back this uh original parent node. So just uh try it. Uh I can stay in the line if you want to uh see if uh we'll check if they will have the same issue. If it will have the same issue, then I'll go ahead and um escalate your case.
23:00
Speaker 1
Right. About. I've got to go through different SOSID setups and a few other things. So, uh, is there a way that I can do I just need to call back? Or can I is there a case number? reference on this? Okay.
24:00
Speaker 2
From that, okay. Gotcha. I I'll just give you a case number instead for you to like just provide it and no need to explain yourself afterwards. Just to confirm your phone number. Is this your active number? [silence] Is this the number where you're currently active?
24:00
Speaker 1
[Upbeat techno music] Yes. [silence] Uh huh. [silence] Yes. [silence] Uh uh. [silence] [Upbeat, melodic music] I got it off. EBA, ebay. I received it today. [Upbeat, melodic music] Yeah, I do.
25:00
Speaker 2
And phone number, which it's going to be 303-466-7067. Is that your phone number? Okay. And you're calling from United States, right? And where did you purchase this MX-6200 by the way? Was it in Amazon? eBay. And what day was that for me to start the warranty date here? Okay. Second. So you have a pen and a paper with you.
25:00
Speaker 1
Okay. I got one more question. So I've been using MS co-pilot for some of my debugging on this issue. This is a well-known problem with this model. Is that correct? I don't know. So, So this is, this is in a known issue. Yes.
26:00
Speaker 2
Okay, let's go ahead.
26:00
Speaker 1
own problem, right? I did. I did. And it, I did, they tried to do the online update and it said there was, that I, it was up to date. So, uh, I would check, but I can't get to the screen. Okay. One more, one more question. So,
27:00
Speaker 2
Aha. yeah. And were you able to check? I forgot to ask. Were you able to check if it has the latest firmware? which is 1.0.14. Okay. 1.0.14. okay. Yeah. Yeah. because it's already stuck on a, just keep on loading. And sometimes it will display a white page. So, just in case if the second node also has the same problem, let us know then by providing that ticket number. Okay? I'll just put a note here regarding this first one. Go ahead.
27:00
Speaker 1
Let's say I get to the configuration of the second node is the primary and. The issue is not resolved. What is the solution for this? And but you don't know. I mean. Am I going to have to send this in even though I just received it. Okay? Okay. All right. I will give it a try. Thank you.
28:00
Speaker 2
Normally, for that kind of scenario, we need to escalate it to our level two technician and they will be the one who will further check the unit. No need actually, as far as I've checked those previous customers, this kind of issue was resolved by our level two technician. They just need to do a advanced troubleshooting to fix that kind of issue. You're welcome. Thank you again for calling Steve. Bye for now.
28:00