V2 Rubric Detail — e486df02-6a73-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 17:42
Duration
10m 7s
Contact
Oleg Olszewsai
Issue Type
Port Forwarding
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133790
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Ports not working
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-44.3)

V2 Grader Summary

The agent failed to diagnose the port-forwarding issue, incorrectly identified a public IP as private, and did not use any diagnostic tools or verify router settings. The only recommendation was to contact the ISP without follow-up or ownership, leaving the issue unresolved.

V1 Case Analysis

Port forwarding not working after public IP change (80.76.5.26). Agent incorrectly diagnosed IP as private and advised contacting ISP. No router configuration reviewed.

Troubleshooting Steps
  • Requested ISP information (Community Fiber)
  • Collected serial number (59N100M2CD06314)
  • Collected phone number (7880816449)
  • Instructed customer to check IPv4 Internet IP in router UI
  • Incorrectly diagnosed public IP 80.76.5.26 as private/shared
  • Advised customer to contact ISP for public IP address
Key Observations
  • Agent incorrectly identified public IP 80.76.5.26 as private (KB contradiction: public IPs are not private).
  • No verification of port-forwarding rules, static IP reservations, or device firewall settings (required by universal_port_forwarding.md).
  • Agent failed to follow KB troubleshooting flow for port forwarding, which includes checking device IP reservation and router firewall.
  • Customer provided clear symptom and trigger (IP change), but agent did not investigate Double NAT or ISP gateway configuration (universal_double_nat.md).
  • Agent did not consider that Community Fiber's FBN MX56 bundle may require bridge mode or PPPoE credentials for proper port forwarding.
  • Communication was fragmented with long silences and unclear prompts, reducing effectiveness.
Positive Highlights
  • Agent requested and captured customer's serial number and phone number, fulfilling basic case documentation.
  • Agent correctly asked customer to view the IPv4 Internet IP in the router UI to verify WAN status.
  • Agent identified ISP as Community Fiber, which is relevant for bridge mode and PPPoE configuration.
Agent Errors / Gaps
  • Incorrectly identified public IP address 80.76.5.26 as private (KB contradiction: public IPs are not private).
  • Failed to verify port-forwarding rules in router configuration (Step 3 in universal_port_forwarding.md).
  • Did not check if internal device had a reserved/static IP address (Step 2 in universal_port_forwarding.md).
  • Did not investigate Double NAT possibility with ISP gateway (universal_double_nat.md), especially relevant for Community Fiber and FBN MX56 bundle.
  • Did not check device or router firewall settings blocking the port (universal_port_forwarding.md troubleshooting).
  • Provided materially incorrect technical advice that led customer to contact ISP unnecessarily.
  • Failed to collect clear model number (initially misstated as FBN MX56 instead of confirming customer's Linksys model).
  • Poor call control with long silences and repeated number repetition, indicating lack of focus.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent told the customer to contact the ISP to change the IP address and offered no solution; the port-forward issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 93%
Agent only asked for provider, serial number, and public IP, then concluded without checking the router’s port-forward settings, double-NAT status, or device firewall.
R3 Partially Met Correct resolution path conf 85%
Agent suggested contacting the ISP due to perceived CGNAT issue, which is a valid path for some cases, but did not verify CGNAT status or explore router-side fixes like firewall or port forwarding rules.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Identified symptom (ports closed) and asked for provider and IP, but did not ask probing questions about router configuration, double NAT, or recent changes.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools (remote session, router UI, logs) were used even though checking the router’s port-forward table would be essential.
T3 Not Met No misinformation conf 94%
Agent incorrectly labeled the customer’s public IP (80.76.5.26) as a private IP address and gave misleading information about why ports were closed.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, frequent long silences, and abrupt transitions; the agent did not guide the conversation or set expectations.
C2 Not Met Confirmed understanding conf 90%
Agent’s language was confusing and garbled (e.g., repeating wrong IP numbers) and did not adjust explanations to the customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership of the problem; simply redirected the customer to the ISP without further assistance or follow-up.
O2 Partially Met Proactive follow-through conf 85%
Agent gave a next step – contact the ISP – but provided no timeline, no follow-up plan, and no alternative actions.
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, given the information provided, escalation was not clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of the customer’s frustration; tone remained flat and procedural.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to the customer’s confused state; repeated unclear statements and did not check comprehension.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial numbers and IP information; agent did not use available data to reduce effort.
Call Transcript20 turns · 20 lines
Speaker 1
Hi, uh, listen, I have one of your routers on which I, um, I had some ports open. Um, and now suddenly all of the ports are not, um, responding as open anymore. That they're basically the port forward pause just aren't doing anything. I can't connect to them when I use a service to, um, check if they're open. It says they're closed. The connection just times out. So I'm not really sure what happened. Because it was working, um, like a week ago or something. And so I think, uh, something's changing, I guess. And it's not working anymore. [silence]
00:00
Speaker 2
Welcome to linkssis support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling linkssis. This is G. How can I help today?
00:00
Speaker 1
Hello. Character. Yeah, they're showing up as closed right now. Um, I just opened a a P a Python HTTP server for a second to test it and it's uh, it's showing up as uh, as closed even though the port should be open.
01:00
Speaker 2
Hello, sir. Yeah, sorry. Um, yeah, may I know who is your internet provider sir for documentation? Okay, so your concern is that the ports um that the open is not working. Mm-hmm. Okay. I just need to check on the... [silence]
01:00
Speaker 1
I, yeah. I'm just gonna find it. It's just really like a rectangular one. Give me a second. Uh, it's just gonna be on the bottom. Uh, uh, okay. Um, five, nine, N, 100 M two C D zero, six, three, one, four. Yeah. Yeah. Yeah. So my, I, my public IP address did change. Um, but I'm trying to, I'm using the new public IP address. So that, that shouldn't be an issue. Uh, I don't think.
02:00
Speaker 2
may have the [silence] may have the serial number, please? Yes, got it, thank you. Let me just check on that for you. Just a few seconds. Okay. So just to confirm, sure. This was working fine before. It just suddenly um, mm.
02:00
Speaker 1
Yes. Sure. My number. I'm calling from. Give me one second. 7880.
03:00
Speaker 2
Okay, just, let me just confirm for just a second, okay? Okay, you have, your internet provider says community fiber, right? Okay, and, um. Okay, so, yes, sir. I just need to check on the exact unit, sir. May I have your phone number in case you get disconnected?
03:00
Speaker 1
He 8 16 449 Oleg O LEG Olzschw Jki. What do you mean? What for? Give me a second. Um, You can make a Uh, It's real quick.
04:00
Speaker 2
Okay, let me confirm for you. It's 10. So this is the follow-up temperature to so there is
05:00
Speaker 1
, yeah, yeah. Yes. Yes. , yeah. , yeah. So if I, I'm not sure if I can check my, or where I can check my, uh, public IP, what the, um, what the uh, the web interface for the router, but if I just go into one of the services on uh, some of the browsers just do like what my IP is, I get 18.76.56.26, so, it's different from what it was before.
06:00
Speaker 2
Cempi ls dot ros 3, 8 at 4 W.R.D. crush C.D. Okay, so this was the port forwarding so right, it is not working. Okay, and you did already public I.P. address, were you able to check the settings sir if it is still the same, or might be there are some changes happened? [silence] I'm sorry, can you?
06:00
Speaker 1
80.76.5.26 IPv4. Yeah.
07:00
Speaker 2
Can you repeat that one, sir? 80. 0. 26. 0. 26. Okay, let me confirm, sir. Just give me a second. Yeah, it seems that this is a public IP address, sir. Okay. Okay, we will check, sir, if this is the same IP address you still have on the user interface of your Linksys. So, you have here the FBN MX56. It's a bundle device from from uh community fiber. So, do you have a computer, sir? Or maybe an iPad that we could
07:00
Speaker 1
Yeah, yeah, I have the interface up in front of me, like the browser one.
08:00
Speaker 2
OK? That's the thing that use interface. So kindly go to Troubleshooting. OK, in Diagnostic. OK, under diagnostic, sir. Uh go to the right side under IPV4. OK, and what is the internet IP address you have there? OK, let me confirm, sir.
08:00
Speaker 1
Okay, thank you. Okay. okay. okay. Sure. okay, okay. Okay, okay. Okay, okay. No, go ahead. Yeah. Okay. okay. okay. okay. okay. Okay. okay. okay. okay.
09:00
Speaker 2
Oh, okay. So this is a shared IP address. It can be public. It can be, oh, I'm sorry. This is, let me just confirm, sir. This is a private IP address. So this is the reason, sir, why the ports are not working because it was changed. By the way, sir, this is how we check the internet IP address from your modem. So this is a, this address, sir, is blocked. So, yeah, you need to get in touch with your provider for this one and ask them if they can change it back to public IP address for you to be able to, to use your port triggered numbers.
09:00
Speaker 1
cal Poly for them, thank you. [ silence ] [ silence ] All right, thank you
10:00
Speaker 2
Okay, yes, you're welcome sir, have a good day and stay safe.
10:00